I feel like you're talking about me lol. I'm literally wondering if this is one of my shifts. I have been known to let my little patience for customers dumbfuckery be known instead of plastering on that fake smile and voice.

When I had this happen, usually it was when the barista was reaching burnout. I would usually try and get them in a low interaction role on those days or tell them that they can just give me a "look" and I can deal with annoying customers instead of them. For the most part, this worked for me and helped me build up trust. If it is a regular habit though, just continue to talk to your SM and bring it up and annoy them with it is what I had to do. I also got the other SSVs to do it to try and impress upon the SM the seriousness

The way I read it, it doesn't sound like this barista is very open to coaching. Yes, customers can be terrible, but this doesn't exempt that barista's apparent actions. We've all had those choice customers, if the partner needs to step off the floor for a couple minutes to cool off; there is a protocol for that. Best course of action is to bring it up again with your SM. It will be their call how to handle it, a written corrective action could be what's needed to curb the behavior.

i was a bit like this when i was reaching burnout w the company. it could be that they just need some tlc time, maybe throw them a bone and ask where they'd like to be for the day, chances are they'll pick somewhere where they won't have to interact too much, like bar or CS.
otherwise, you kind of made it sound like this partner has an attitude problem and isnt open to coaching. we say things lowly over the headsets all the time abt customers at my store, but we always make sure no one can hear us. i'd tell this partner that it's normal to get frustrated, but you can't complain in front of the customers. to other partners, sure, but just hold it in until no one else can hear you. if they cant do that, it's time to get your manager involved.

Since the partner has been given a warning, I as a Store Manager would sit down with the partner once again, & explain how it negatively impacts the business & the environment.
Negative energy rubs off on others.
After coming to an agreement or making sure the partner understands, I would write said partner up as they aren’t living up to our mission & values.
Please discuss this with your SM. ;)

There are only two options here, either the partner will shape up & get with the program, or wont & be out the door.

My old store manager held a store meeting and created a “safe word”. It was “pumpernickel”. Like the bread… we agreed at the meeting, that if we observed another partner not on top of their game and showing behaviors that hurt the Starbucks mission and values, we’d shout out, “pumpernickel!” In a way to check that partner without embarrassing them or calling them out. It actually worked!
As a shift now, i approach the barista at their position, ask them how they are maintaining the third place environment in their planted position. Most of the time after i ask them that, they admit they haven’t been doing that because of being over worked or whatever situation. So i flex the play and put them in a position not so customer faced, to let them re group. After i feel they’re more comfortable, i follow up with what’s expected in their planted position, and the third place environment, and how i can better support them in the future to create that environment for the customers.

I have a short temper and when I feel myself getting frustrated with a customer I will say “excuse me while I get someone who can better assist you” and go find someone who I know will be able to help them to avoid myself getting overstimulated and saying / acting ways I don’t mean.
Although I have had to tell a partner to stop arguing with a customer and apologize on their behalf cause of them not knowing when to stop and walk away and it creates such a tension in the environment. I don’t wish that for anyone 🫤

Considering the barista saying they want to be able to handle these situations better, I would consider advising the partner to find an excuse to ask for help (I.e. “I’m sorry, I’m going to grab my supervisor so we can better assist you”) which could

a) give them a chance to breathe and keep their cool
b) they would get to see examples of how someone can appropriately handle difficult customers

I know it might seem annoying to have to stop what you’re doing but that’s better than them snapping at a customer and it might help them learn scripts to deal with things better—it’s possible they feel backed into a corner when people are rude and they don’t have defense mechanisms besides giving that energy back, and y’all might be able to help them learn :)

Thank you for all the great suggestions. This helps a lot. I really think the partner is trying. They make comments saying they “want to be friendly and nice to customers” or “they feel good when they can be friendly to the customer” but I think it’s a challenge for them to “not have an attitude” when they get triggered. Your comments gave me some great ideas on how to support the barista and be pro-active before burnout or meltdown.

My fear is that I would jump into the conflict and reprimand the barista and embarrass the barista and the customer and myself. Oh man that would be awful. 😬I am a positive person that doesn’t like conflict so this is challenging for everyone. But my ideal goal is to help the barista go and take a breather and calm down away from the situation and still be calm myself with the customer. I have some great suggestions to work with now. Please feel free to give me more ideas of things that have worked for you.