Starbucks Baristas: The daily grind
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Why do so many of us have a problem with making the moment right? (self.starbucksbaristas)
submitted by imathrowayslc
I have been wondering this for a while now. Starbucks, unlike almost all retail companies gives us as baristas the tools to "Make the Moment Right". I see so many posts here, and here so much angst from baristas about how they hate customers taking advantage. However, this really isn't customers taking advantage. This is what Starbucks is, and part of the culture.
I have worked other places where any refund or little thing needed to be run up the chain at least 2 levels. Trust me this is a much better experience. I think we would all feel a lot better instead of stressing over Karen getting an extra Frap because she's a bit crazy, we just make the moment right, and move on.
I have worked other places where any refund or little thing needed to be run up the chain at least 2 levels. Trust me this is a much better experience. I think we would all feel a lot better instead of stressing over Karen getting an extra Frap because she's a bit crazy, we just make the moment right, and move on.
voidNform 48 points 2y ago
The problem is customers disgusting behaviors are rewarded. This conditions them to believe that if they cause a problem they can get free stuff. It doesn’t feel too great to have to make a complicated drink during a stressful peak and reward a person that is extremely disrespectful towards you and other staff
variazioni 18 points 2y ago
and after all that they become entitled to whatever they please when they come again
voidNform 15 points 2y ago
Exactly. It trains them that what they are doing is okay and promotes them to keep that behavior up. I personally don’t feel like we get paid enough to accept that kind of stuff or tolerate it whatsoever. I pick my battles and when someone customer or coworker crosses a certain line I let them know what is not okay and refuse to offer any service in return for being talked to a certain way
imathrowayslc [OP] -19 points 2y ago
You have to remember it’s just coffee. They will be gone in a few minutes. It’s easier, and makes everyone’s day better.
HamiltonPolka 19 points 2y ago
They’re gone in a few minutes until they come back the next day saying “we’ll you did it for me yesterday”
imathrowayslc [OP] -2 points 2y ago
In my experience (mall store, then drive though) the rude customers are fairly rare. Most customers are great, and when they aren’t it is easier to just move them on appease and get to the next customer who is.
59625962 12 points 2y ago
Found the customer
imathrowayslc [OP] 2 points 2y ago
Not a customer, been a shift for 6 months now.
[deleted] 1 points 2y ago
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Bri_butt 10 points 2y ago
The problem isn’t “making the moment right.” It’s the ones that don’t want to be pleased and just want to belittle someone to make themselves feel better. It’s one thing when you try to move on, but when someone’s being so hostile towards you it’s not that easy to just “make the moment right.” Yeah food service requires anyone to tolerate annoying customers, but when you think it’s okay to come at my partner just because you don’t like the sound of her fucking voice I’m gonna refuse service. 🤷♀️ sorry not sorry.
bitchmcconnelll 9 points 2y ago
Howard Schultz, is that you?
HamiltonPolka 4 points 2y ago
Schultz was way better than anyone since him. I get “making the moment right” but not being screamed at because we’re out of stuff for the unicorn Frappuccino or whatever the latest thing Starbucks overhyped and undersupported
[deleted] 6 points 2y ago
[deleted]
SpAcEcAt_94 5 points 2y ago
I have no issues with making the moment right for customers with a legitimate thing. Prime example from today's shift. I had a customer decide to try the Pink Drink for the first time and I let them know that if they didn't like it then we'd make them something different. The customer tried it and hated it so it got thrown away and the customer got something different (I think it was the Mango Dragonfruit Refresher) and loved that.
However a major issue lies with entitlement. For instance, had a customer yesterday who ordered a grande iced caramel macchiato without ice and a few other drinks without ice, and then a few cups of just ice (yep one of those). I even asked her what size and she was like "grande". She pulled up to the window and I handed her the caramel macchiato (made correctly btw). No complaints until I handed her the final drink. She had DRANK HALF HER DRINK and then told me "oh I ordered this as a Venti". And I'm like "alright. I will remake that for you". And she's like "good" with a big ol' smirk on her face. Like bruh. She knew exactly what she was doing and that I couldn't take the drink back.
However a major issue lies with entitlement. For instance, had a customer yesterday who ordered a grande iced caramel macchiato without ice and a few other drinks without ice, and then a few cups of just ice (yep one of those). I even asked her what size and she was like "grande". She pulled up to the window and I handed her the caramel macchiato (made correctly btw). No complaints until I handed her the final drink. She had DRANK HALF HER DRINK and then told me "oh I ordered this as a Venti". And I'm like "alright. I will remake that for you". And she's like "good" with a big ol' smirk on her face. Like bruh. She knew exactly what she was doing and that I couldn't take the drink back.
WingsofFlight 4 points 2y ago
I agree with make the moment right. But it can go too far. We are a new team and learning the regulars. And so, we don't know their drink orders super well yet. We are learning, mistakes have happened. And yet they get angry because we made a tiny mistake. A human one. Like I dunno you forgot to make it extra hot. I get that is our job. That we get complex orders. But I hate being screamed at when an order (especially if super specific) is a bit wrong sometimes due to human error.
WingsofFlight 1 points 2y ago
I agree with make the moment right. But it can go too far. We are a new team and learning the regulars. And so, we don't know their drink orders super well yet. We are learning, mistakes have happened. And yet they get angry because we made a tiny mistake. A human one. Like Idk you forgot to make it extra hot. I get that is our job. That wr get complex orders. But I hate being screamed at when an order (especially if super specific) is a bit wrong sometimes due to human error.
[deleted] 1 points 2y ago
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