Starbucks Baristas: The daily grind
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"why isn't our ccs going up? Why aren't we all talking to every customer? Why aren't we all making the moment right? Why--" (i.redd.it)
submitted by Chemical-Less
Dessgax08 138 points 2y ago
Most of time they just don’t wanna interact back
[deleted] 101 points 2y ago
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ScalieDraggy 55 points 2y ago
I know, right? They are here for their coffee, we are here to make their coffee. We're not here for a therapy session!
[deleted] 11 points 2y ago
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philosopher_cat_lady 19 points 2y ago
The reason they don't want to talk is they know we don't give a shit what they have to say
amalia13lightning 15 points 2y ago
it's more than that. i don't go into restaurants and cafes looking to make friends, i'm going in for a product. i'll be polite to workers, obviously, but i don't really want small talk with my drink. neither do our customers
[deleted] 1 points 2y ago
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philosopher_cat_lady 21 points 2y ago
Because it's fucking weird to talk to a stranger
Submanaut 56 points 2y ago
BECAUSE I HAVE DRIVE TIMES TO MAKE AND BECKY IS ON HER DAMN PHONE AND SMOKING A CIG AT THE WINDOW
allieallison 24 points 2y ago
cig window customers are truly iconic. it’s gross but also the balls…
AsamiWithPrep 4 points 2y ago
Also potentially illegal, given lots of places have laws on how far from a building you have to be while smoking.
allieallison 55 points 2y ago
I’m in my final 2 (actually 4 :/) weeks and I haven’t made a point to interact at window because what are they going to do? fire me?
official_koda_ 31 points 2y ago
Going on two years and I don’t bother interacting unless the customer initiates it, only does the basic customer stuff. And still going strong. Most Starbucks are struggling to keep people constantly anyways so they’re not going to fire for that
cody_1849 4 points 2y ago
6 years, and same.
interyx 4 points 2y ago
Yep I'm a 211xxxx and I just won't talk to people at the window. I'm perfectly nice (I've been working on my fake customer service voice for 10+ years at this point and it's very polished) but I am not going to sit there trying to make a fake connection neith someone in the random chance that they get a survey and answer it the exact way some suit somewhere thought our entire store service should be judged by. If I see a genuine connection I'll do it, like if we're from the same home state or possibly even home town, or there's something else that sparks conversation, but that's not every car.
I've said it before and I'll say it again: our metrics are garbage. Taking the raw mean of four hours of window times is not representative of how long people are actually waiting (and it's ESPECIALLY not a mark of how good the drinks are -- we've had people in from "low-time" stores and they rush through their drinks so bad the drinks are low quality), and a random all or nothing 7-point survey question is not representative of the level of service we are giving out.
I don't really care about the time or the score anymore. I'm good at my job, and if the computer says the drinks aren't coming out fast enough they can get some other monkey in to pull the levers. It's not worth my sanity.
I've said it before and I'll say it again: our metrics are garbage. Taking the raw mean of four hours of window times is not representative of how long people are actually waiting (and it's ESPECIALLY not a mark of how good the drinks are -- we've had people in from "low-time" stores and they rush through their drinks so bad the drinks are low quality), and a random all or nothing 7-point survey question is not representative of the level of service we are giving out.
I don't really care about the time or the score anymore. I'm good at my job, and if the computer says the drinks aren't coming out fast enough they can get some other monkey in to pull the levers. It's not worth my sanity.
CS3883 3 points 2y ago
Almost 3 years here and same for me. I've never cared about it and not going to start tbh. I'm gone by the end of the year so I guess if they cared enough they could write me up but idgaf
official_koda_ 2 points 2y ago
I’ve seen people be late all the time and other worst things and they’re not even written up, so I’m never worried about being written up for such a mundane thing
[deleted] -2 points 2y ago
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xianwolf 4 points 2y ago
What did they do? Steal from the register?
cs_phoenix -19 points 2y ago
They could and you could get less hours in your final paychecks but ¯\_(ツ)_/¯
allieallison 17 points 2y ago
i invite it❤️
cs_phoenix -19 points 2y ago
What are you on about? You put in your two weeks (but actually four weeks??). You still have more shifts to work. If you’re fired you’re not going to work those shifts, therefore your paycheck would be less than it could be. Is it that hard to grasp? Hahaha
allieallison 9 points 2y ago
I think i misunderstood your original comment sorry man lol. also i got roped into more time here lol
[deleted] 1 points 2y ago
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gay_robots 54 points 2y ago
1. Very few customers *actually* want to have a conversation with me, especially in the morning
2. I can get the drink out in less than 40 seconds, or I can carry a conversation. Can’t do both so you gotta pick
2. I can get the drink out in less than 40 seconds, or I can carry a conversation. Can’t do both so you gotta pick
CS3883 6 points 2y ago
I asked a previous SM about point 2 and he basically told me that we can find a happy medium. Yeah ok 🤣 thats not actually how it works but sure
gay_robots 7 points 2y ago
That’s such a cop out answer lol
CS3883 2 points 2y ago
Right!!! I was like oh... alright lmao
The_walking_man_ 24 points 2y ago
It would be one thing if they just started printing out the survey for every single customer. OR made it available to every rewards.
Not this current one of randomizes AND more often from mobile orders too.
I haven’t cared about the scores in forever since they can’t set up a proper survey anyways.
Not this current one of randomizes AND more often from mobile orders too.
I haven’t cared about the scores in forever since they can’t set up a proper survey anyways.
Bryancreates 6 points 2y ago
12-14 years ago they introduced a customer survey on EVERY receipt, and the customer would get a number after completing it online and would receive a free fall hot drink of their choice bringing back the receipt. The numbers didn’t matter since it was just a button on the old POS. This was right before/during the introduction of Starbucks cards being registered. We gave away a LOT of free fall drinks, so they discontinued that within a few months. Not sure what they did with the data but they closed my store within the year. It was a beloved location but a cafe store in a downtown area with high rent wouldn’t compete with the 2 drivethrus north and south of town they opened.
philosopher_cat_lady 17 points 2y ago
Because I WANT my customers to be upset at how shitty this company runs its stores. I want them to go to a better run coffee shop that keeps a full staff and cares about beverage quality. I don't want to try to placate them with stupid fucking recovery cards (does ANY other business have this?!), which just puts a bandaid on the problem.
LetThemKnowYourWorth 14 points 2y ago
This is a bad time to be holding us to our customer connection scores… we’re out of everything. Every connection is seemingly bad when Lola can’t get her peach green tea lemonade…
Maybe it’s time for starbucks to consider new ways of counting our connection scores..
Maybe it’s time for starbucks to consider new ways of counting our connection scores..
silversamurai9 12 points 2y ago
Then you start talking to every customer:
"Why are our window times down? Why is there a line? Work and talk, work and talk."
There's really no winning.
"Why are our window times down? Why is there a line? Work and talk, work and talk."
There's really no winning.
trippingbirdy 5 points 2y ago
Whose actually out here making customer connections…. not me that’s for sure
Superduperfreddy 1 points 2y ago
I mean I do , but today tell me why I got frazzled by a grandma trying to reload money on her card
sararhiannon__ 4 points 2y ago
It’s like a three way teeter totter… they need to pick one priority: quick DT times, high customer connection, or high store ops. How do you go above and beyond for every customer and keep DT times at 40 seconds?…. How do you expect the operation station cards to get done while being constantly understaffed? When will they understand
The_walking_man_ 3 points 2y ago
Correct. Especially every other fast food place I go to, they’re not trying to make connections. They’ll be pleasant and greet me with a smile and such, but also that’s all I care about. I’m there for my food and to move along.
Also starbucks needs to start realizing WE ARE fast food. We have moved far away from this idea of being a neighborhood cafe.
Keep pumping these sales, blast out those window times and keep people moving and hit bigger numbers. That’s fast food. We are Taco Bell, McDonald’s, etc. even those local spots are getting paid just as much and more than we are.
Also starbucks needs to start realizing WE ARE fast food. We have moved far away from this idea of being a neighborhood cafe.
Keep pumping these sales, blast out those window times and keep people moving and hit bigger numbers. That’s fast food. We are Taco Bell, McDonald’s, etc. even those local spots are getting paid just as much and more than we are.
[deleted] 1 points 2y ago
[deleted]
FfierceLaw 4 points 2y ago
If you haven’t seen this Chappelle skit you need to
TheBlueSuperNova 1 points 2y ago
What’s it called? I need the sauce
FfierceLaw 2 points 2y ago
PopCopy, perhaps I’ll see if I can find the episode https://youtu.be/zR7LOtMix9w
FrostyIcePrincess 2 points 1y ago
As a customer, please just give me my drink and skip the awkward small talk that neither of us want to be having.
imlysscining 2 points 2y ago
My bosses who have never worked a service job like Starbucks expect my baristas to have full on conversations every single time with customers. I told them that’s impossible and I’m not here to wear out my team just so they leave and I lose all of that. They’re already so polite and easygoing, I’d say thats enough, and the reflection of my customer connection score would prove that.
the_coffeegirl 2 points 2y ago
I do my very best to say please and thank you, and smile from behind the mask, but I didn't come in for a chat most of the time. And anyone with eyes can see the team behind the counter rushing to complete drink orders. If it was a walk in only store and there was a lull, sure the barista could converse with the customer. So I've learned to lie on the random surveys and say we had a wonderful chat (that neither of us wants).
crzyshiba 2 points 2y ago
Omg lol this is our store ccs good but now they want us to cut labor so guess what? Angry customers wait longer .. I’m like email corporate lol 😂 to staff us better
Emilleberry82 1 points 2y ago
Uhhh so skip the survey 😳🧚🏾♂️. How many folks actually properly use MOP and send it to the right store
iiwinterkittenii 1 points 2y ago
Hi welcome to Starbucks what can i get started for you?
A minute later: if there is anything i can help you find let me know!
Them A minute after that: hello?!?!?!?!, Are you open?, Why didn't you say anything?!?!, or i want a *secret menu item with discontinued ingredient*
A minute later: if there is anything i can help you find let me know!
Them A minute after that: hello?!?!?!?!, Are you open?, Why didn't you say anything?!?!, or i want a *secret menu item with discontinued ingredient*
[deleted] 1 points 2y ago
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levelheadedbarista 0 points 2y ago
no offense to anyone, but connecting, going above and beyond, creating a welcoming environment, etc is VERY SIMPLE. ask them anything about their day, what they’re on their way to, what they do for work if they mention it (even if they don’t too, but you guys seems negative and like you don’t like being good at what you spend a majority of your time doing, making it harder for yourself in the long run.) Going above and beyond can be done in 3 seconds by offering a water they didn’t ask for, helps your store’s numbers as well being that it counts as a unit sold. Making the moment right is simple, it’s typically just one drink/food item that they waited a long time for and paid a lot of money for, it should be the way they want it. Customer connection does tie to business growth which you want if you want your store to earn more labor so you’re not so short staffed.
TheBlueSuperNova 7 points 2y ago
I think you’re missing the point of how pushed CCS are in place of the well being of baristas is, and more or less enforcing forced interactions which makes either party uncomfortable, and could actually hurt scores more than help it.
I don’t think anyone is saying they won’t try to make little moments like handing out water, or just opening a door for a mom with full hands and a stroller, but don’t gaslight people in here saying it’s not that hard. It’s incredibly disrespectful.
I don’t think anyone is saying they won’t try to make little moments like handing out water, or just opening a door for a mom with full hands and a stroller, but don’t gaslight people in here saying it’s not that hard. It’s incredibly disrespectful.
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