Leave it at that. You deserve to be treated with kindness and even though we don’t know the whole story, I’ve dealt with enough asshole customers at Starbucks to know that you’re going to get coached for something really dumb.

I’m sorry you’re going through that.

Here's what went down today:

The first rude guest today ordered a Tall Latte with 4 packets of raw sugar, a splash of half & half, and a stir stick.

I gave him the drink and the stir stick after I watched my coworker put in the sugar and half & half.

He then came back into the store after sitting in the parking lot for several minutes to complain about how we gave him a plain coffee and no stir stick. I said I remember what was added to the drink, and that I could add more raw sugar and for him. So I added the cream, sugar, and stir stick, and he went on his way.

The next rude guest became impatient with me after his payment scan failed 5 times at the register. He had a Venti Sweet Cream Cold Brew, a Hearty Oatmeal, and a Cheese Danish. But he also kept checking his order in the drive-thru, and complained that we didn't get the oatmeal right. I did say it was all in there, because I checked.

And then he just sat there in the drive-thru for a minute. I watched as the time on the drive-thru computer keep going up as more cars started to arrive. So I asked him to please pull through.

He snapped at me, **"Do we have a problem?! Is it not okay with you if I organize my food in my car?! Do you ask everyone to pull through just because they aren't fast enough for you?!"**

I hastily replied that, "we don't have a problem. Have a good rest of your day," and then walked out of the window's view. I didn't want to risk another panic attack at work.

My manager told me not to worry about it, but I guess they texted my store team lead, who then messaged me.

I try my best to make every interaction a good one. I'm friendly, upbeat, always ask how customers days are going, if they have any weekend plans, stuff like that.

Being rude is never my intention at all, and I feel bad if I ever come across that way. I do wish Starbucks would actually train us on how to deal with unruly guests _correctly_. I wasn't ever trained to be an mediator/ conflict resolution expert.

All I do is put a smile on my face, welcome people to Starbucks, take orders, make and hand out drinks, run a register, ask guests how their day is going, and wish them well. I can handle that. What I cannot handle are "guests" that are entitled, rude, and say derogatory things to me or my coworkers.

My team puts up with so much crap, and it feels like Starbucks doesn't even care about how we're doing after all that.

**TL;DR**
Had 2 rude guests today. Could have handled it better. Got called out my by team lead.
Hopefully, they actually care about how I'm doing, and that I can learn about how to deal with guests like this.

“My store” is such a toxic pov

Remind your manager that dignity and respect go both ways

You are wicked awesome and deserve a good (hint better) job. Go forth and apply elsewhere

Sounds like this manager is power trippin. “My store” lmao. IMO, this is not an appropriate text to send. 🤷🏼‍♀️

I would’ve just hit them with the “?”

You should have texted back “fuck off” and stopped showing up.

I'd tell my manager that it is highly inappropriate to text you about anything involving being reprimanded. These are things that should be done on the clock and nowhere else. Also, they shouldn't be speaking to you in that manner either. You're their employee not their child.

Texted you on your personal time. Quit.

Your manager is supposed to “assume best intent” on your part. That text to you fails to assume that you were dealing with customers with the best intent. Your manager violated a basic Starbucks rule by assuming that you were in the wrong.

any manager that says “my” instead of “our” is bad, bad news

I work at a tarbux and have been considering applying to my local Starbucks since it’s closer but god I couldn’t handle being constantly “coached” like this. When a customer is being super rude and just disrespectful I snap back a little and don’t let them disrespect me. I couldn’t handle this everyday.

I’m sure there are 2 sides to the story - BUT as a long time customer visiting Starbucks more than 300 times a year - I ALWAYS I found the staff at ANY location to be awesome. I would sometimes watch the crazy orders, drive thru issues, homeless drama etc. and feel genuinely sorry for the shit that society makes you guys deal with. The staff were always beyond tolerant. Sorry you have to deal with this and thank you for your service.

How are YOU getting a talking to about this? You handled it without escalating & not losing it with the rude dude! Grace under pressure. I'm sending you lots of luck and good vibes! ✨✨✨

You have the right to defend/protect yourself, no matter your job position. Stand your ground.

I would've just said k. lmao

Has this happened before? And if not, why is the manager not taking into consideration that this was a bad day or just that nteraction with bad circumstances. We're all human. Literally could've said, "Hey, I heard what happened. If you ever feel like you might say something that wouldn't be to appropriate, step away and grab the shift." There's no coaching needed imo.

Also, "my store..." This manager honestly needs more coaching more than you

Lol we are expected to take abuse that's pretty much it

Mann customers be acting so entitled and then feel so attacked when we give them the same attitude, like they did absolutely nothing. 😑

Do what I did.


I quit today.

next time someone tries to talk to me about "connecting" with customers, i'm quitting

“MY STORE” ???? try *OUR

Your manager shouldn’t be texting you about work stuff off the clock

One option you could bring up during coaching is that the third place environment is specifically for both customers and partners. These customers sound like they were both disruptive to the third place environment for other customers as well as your team: you did your job by trying to preserve the third place for your teammates and other customers. Maybe even ask your boss what their take is for how to preserve the third place for your team during moments like that. Just a thought.

Hey, I’m a shift. I’m sorry you had to deal with that and what your manager is going to say but I highly recommend bringing up the fact that you 1. felt harassed or bullied by the customer and 2. you also felt physically threatened by them as well. Ask your manager to file an incident report about the customer because of the way they made you feel.

Is your manager texting you this stuff when you're off the clock? Because I don't think that's ok.

Call partner connections and say this manager is disrupting your second place by the way they aggressively messaged you

You can also request a shift or manager to be present during this discussion

It's actually rude and disrespectful of your manager who is making assumptions about your interactions without understanding the full scope of the story.

Our clientele is literally the worst. We have the most entitled customers. If they're going to go out of their way to be terrible to you, its hard to not match that energy a little. Good luck. I hope your manager is reasonable enough to understand that in order to work with customers and provide good service there has to be mutual respect.

I'm an SSV and we've been having these stupid zoom meetings in order to boost morale and I guess to hear about things that aren't going the greatest. One of the most consistent messages I hear time and time again is that partners are important and shouldn't be subject to abusive language and treatment at work. It doesn't sound like any of these instances escalated that far, but your management should support you. Yes there is a correct way to talk to rude customers, but they should coach you, not belittle you or call you out in a bad way

Admit to imperfections about being treated less than human in a stressful environment, that you tried your best but can’t guarantee a perfect way to put your humanity out the window every time consistently in difficult situations. If your manager can’t understand that you’re literally human, that’s a bigger issue. Just be receptive to feedback, but do not budge on the idea that you are less than perfect in non ideal circumstances and that should be seen as realistic and natural.

I left Starbucks for this reason alone. No support from managers and always made to be the villain.

Just because you handled a situation doesn’t mean you handled it well or in a way your manager found appropriate. I don’t know the situation or anything I’m just saying it could be something your manager just wants to work on with you.

And this folks is why I hate Starbucks. Been told multiple times what a hard worker I am, how I’m a star on bar getting drinks out quick and super well organized as CS, however, if I so much as speak with a slightly curt tone, or tell customers that no I cannot drop everything I’m doing for the 5 other customers I’m serving so they can get their drink bumped up the queue then I need to work on being friendlier and making the moment right for these customers. Where’s my moment? I’m on bar for multiple hours without a break to even get a drink of water, we’re often understaffed, having at least one no show a day at this point. Sorry if minimum wage isn’t enough to motivate me anymore. Also not to mention most people I talk to about Starbucks, find the whole experience awkward not because baristas are rude but because the customer doesn’t want to awkward prying small talk and it’s clear the baristas don’t care either but are being pushed to. Starbucks is fast food, point blank, and minimum wage is not enough to compensate the stress, duress, and abuse we endure from customers.

I think you should explain to your manager how the attitudes of these particular customers make you feel. Talk about how draining it is to constantly deal w/ day in and day out. Speak to the mental and emotional drag it is on you. Even our offer to put her/him in your place (“do you act this way when you’re not wearing the apron?”). It’s a little easier to deal with one person a day but I’m sure it’s isn’t just one person (it’s Starbucks!). Dealing with some of these lame ass customers is a job in itself, being asked to make multiple drinks in hectic conditions is something else. I salute you for attempting to maintain your sanity and protect your peace when other adults are at their worse because I know how hard it is. 🤗

Log in any bad interaction with those customers on the iPad. Seriously. Look after yourself. Log a few incident reports. You have like 24 hours to do it.

need i remind everyone starbucks has an anti bullying policy? works both ways. i do not service people that are ugly to baristas. you are allowed to ask them to kindly leave the store.

The tone of his message is letting you know he only cares about how he will be viewed as a manager. He does not care about how his baristas are treated! He is scolding you because managers are known to be fired first. Let him know you have a right to refuse a customer that harassed you! He’s an asshole.

lol “in my store” what a d bag

Is a store lead above a manager? I'm confused here.

Edit:just realised it's your shift lead not your manager sorry. But also your manager could have handled things better as well.
That made my heart sink just to read. I'm so sorry you're in this situation. You deserve respect and I'm sad your manager isn't backing you up. I hope everything works out and you get treated how you deserve😟

You can politely remind them that you are also part of the third place environment and you would love to have an explanatory conversation about this only when you are on the clock.

That's rich "my" store. Bish really rude is rude. I bet you did your best doll. I'm a former partner.

I was coached a many of times on this kind of stuff..and all I could think of during the coaching was that it is not in me to let someone talk to me like that. I’m here to make money..just like you’re going to your job to make money. Don’t make me feel like I am unworthy or below you because I make your coffee in the morning. I had such a hard time with that and I always felt like our little achievements weren’t recognized. I know constant growth, progress, and goals are very important but when you’re constantly told “we need to reach this goal and we need to reach it now”, we bust our asses and reach that goal, and then the managers are like ok now everyone should have been doing this all the while. The way you achieved that goal was all wrong. Do better. I gave up. I miss making drinks but it doesn’t outweigh my worth.

Tell your manager what they want to hear

Starbucks customers are notoriously awful

You did nothing wrong. If you are required to sit through a "discussion" then hear them out, keep your cool, and calmly state that you were definitely not disrespectful to the customer. Just that. Less said the better.

Don't feel you must defend yourself because there is nothing to defend. So, go in with that attitude and don't let them shake you, don't let them intimidate you, and don't let them mess with your mind.

Really, the only power this *whistlebritches* has is in trying to intimidate you and break you down. You actually have the real power - to choose to stay or leave.
Hold that realization close and use it to your advantage.

Believe me. It's all a game. I worked at Starbucks for 8 years. Glad to be out.

Oh hell no, if my boss had the audacity to speak to me this way he wouldn't like anything I had to say back. They're acting like youre a misbehaving 5 year old, and the whole "my store" bit is nauseating. You didn't do a damn thing wrong. This is why I quit, I got sick of my SM taking the customers side on literally everything and screwing over the baristas constantly.

The way they’re talking to you is bullshit, they’re mad disrespectful themselves. I wouldn’t tolerate that at all.

What about you? What about making partners feel welcome in the place they work every day? Does it not matter when partners are treated disrespectfully? Your manager drank the kook aid you hate to see it 😰

You are in the right, your management is in the wrong

they shouldn't be texting you about this

A glimmer of hope —


https://www.nrn.com/workforce/these-starbucks-employees-are-attempting-unionize-here-s-why-s-big-deal-restaurant

I have had many discussions and they don’t hear you out so why try

Tbh I just laugh

when i worked for starbucks, my manager gave us permission to at least stand up for ourselves to rude costumers.
if they don’t treat you with kindness and like the human you actually are, then they don’t really deserve a “customer connection” 🙄

quit.

I would take some time to look in the partner handbook because I'm pretty sure that there's a section in there that talks about customer relations and at what point a customer being unruly is no longer acceptable. There is a policy in there that states that at a certain point an unruly customer is broaching harassment territory and unreasonable territory and that it's Starbucks policy to protect their baristas from that kind of behavior. We have absolutely reprimanded customers or banned them from our store for being unreasonable or saying rude inappropriate or or borderline harassment type comments. I would probably check into the exact wording of that policy if I were in your shoes and then if my SM approaches me I will be ready and well informed enough to defend myself and say that no this customer was very clearly engaging in these actions that according to Starbucks policy we will not accept. I had every right to stand my ground even more than I did and Starbucks policy backs that.

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Tell your manager and customers to eat your ass

What about you??? People being disrespectful to you? The back bone of your Starbucks

Nah we throw hands at my store we don’t enable bad behavior

tell them to fuck off honestly your manager should be defending you regardless

That sounds so condescending. Sounds like your manager is the one who needs a lesson in respect.

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Lol never worked at Starbucks, but I’m glad I can tell my supervisors to f***off