Starbucks Baristas: The daily grind
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How quickly do y'all respond to customers? (self.starbucksbaristas)
submitted by Ropinjafro
This question is mostly for lobby customers. At the two stores I've worked at, it seems like we push really hard to greet and cash out customers pretty much as soon as they walk through the door.
Personally, when I'm a customer at a fast food place, I get anxious and feel pressured if the cashier runs up to the register and says, "what can I get for you today?" and I haven't even gotten a chance to look at the board yet.
Granted, I always use my best judgement with each situation, if it's a regular customer I help them immediately because they usually know what they want. But if it's like a mom with kids and they're all staring at the menu with their mouths open, I'll say, "Hi there, I'll be with you in just a moment" and do some quick 1 minute task like wipe down the drip coffee station counters or something before going to them. It's not even so much for my own convenience as a barista, I just personally don't like have someone in my face the very moment I walk in and would prefer 30 seconds to glance over the menu. I usually give my customers that 30 seconds - 1 min to get their bearings (which benefits me too cause I can do a quick errand like grind some beans for drip or something) and then I go over and say, "hey do you have any questions or are you ready to order?"
I feel like my method is more welcoming and doesn't give the aura of "order your shit and leave".
I worry that it comes off as lazy/dismissive to my shift supervisors because they always say, "OP you have a customer" and I always respond with, "I know I'm just giving them some time to look over the menu while I finish up x" but then they go and cash the customer out anyways and it makes me feel like my actions are being misinterpreted as lazy. If I ever notice the customer is no longer looking at the board, I drop what I'm doing and go help them 4 out of 5 times, but I'm just doing what I'd prefer as a customer especially if it's not peak and the customer doesn't look like their in a rush.
Maybe my social anxiety is making me over think this. Thoughts?
Personally, when I'm a customer at a fast food place, I get anxious and feel pressured if the cashier runs up to the register and says, "what can I get for you today?" and I haven't even gotten a chance to look at the board yet.
Granted, I always use my best judgement with each situation, if it's a regular customer I help them immediately because they usually know what they want. But if it's like a mom with kids and they're all staring at the menu with their mouths open, I'll say, "Hi there, I'll be with you in just a moment" and do some quick 1 minute task like wipe down the drip coffee station counters or something before going to them. It's not even so much for my own convenience as a barista, I just personally don't like have someone in my face the very moment I walk in and would prefer 30 seconds to glance over the menu. I usually give my customers that 30 seconds - 1 min to get their bearings (which benefits me too cause I can do a quick errand like grind some beans for drip or something) and then I go over and say, "hey do you have any questions or are you ready to order?"
I feel like my method is more welcoming and doesn't give the aura of "order your shit and leave".
I worry that it comes off as lazy/dismissive to my shift supervisors because they always say, "OP you have a customer" and I always respond with, "I know I'm just giving them some time to look over the menu while I finish up x" but then they go and cash the customer out anyways and it makes me feel like my actions are being misinterpreted as lazy. If I ever notice the customer is no longer looking at the board, I drop what I'm doing and go help them 4 out of 5 times, but I'm just doing what I'd prefer as a customer especially if it's not peak and the customer doesn't look like their in a rush.
Maybe my social anxiety is making me over think this. Thoughts?
VirtualPen9912 17 points 11m ago
Usually if they’re still looking at the menu, they stand kind of back like in front of the pastry case. So I’ll be like “Hello, how are you?” “Good! Let me know if you have any questions.” (Gives them a sec, or they may already be ready bc they’ve approached the register) “you guys all set? Great! What can I get for you?”
Responsible_Snow7109 5 points 11m ago
Yep this is what i do too! A customer will come im looking at the pastry case and the menu boards and then back onto their phone sometimes so ill say "hello how are u?" And they say theyre fine and i tell them "take ur time. Let me know when ur ready" or "take ur time, ill be right back over with u" while doing a task in that same general area. I do it that way when its not busy in the store and its only that one customer trying to order at the register.
Now if theres a few people behind them or even just one person behind them in line, ill greet them and they respond. Then they say "sorry im just lookin real quick" and ill say "no worries! Let me kno if u have any questions!" And ill stay by the register but i wont be staring at them. Ill be facing the register and organizing things right by it so i can answer their questions or help them as soon as theyre ready.
For OP if u come across my response: when im doing ovens and register and theres only a few people in line, my manager is totally ok with me throwing a food in ovens in between customers as long as i tell each of em "hey im throwing a food item in the oven and then ill be right over!" But u said u are greeting and acknowledging the customer so does ur shift not see that? I would also feel some type of way if the shift came and took over my transaction/customer cuz then it would make me feel like she sees me as lazy and it will make the customer feel like they have to hurry and choose something especially after they make it obvious theyre still looking at the menu. Tell ur shift that u do greet them but also let them kno that u already acknowledged the customer and told them to let u kno if theyre ready or have questions. I feel like what ur doing is fine! 👍
Now if theres a few people behind them or even just one person behind them in line, ill greet them and they respond. Then they say "sorry im just lookin real quick" and ill say "no worries! Let me kno if u have any questions!" And ill stay by the register but i wont be staring at them. Ill be facing the register and organizing things right by it so i can answer their questions or help them as soon as theyre ready.
For OP if u come across my response: when im doing ovens and register and theres only a few people in line, my manager is totally ok with me throwing a food in ovens in between customers as long as i tell each of em "hey im throwing a food item in the oven and then ill be right over!" But u said u are greeting and acknowledging the customer so does ur shift not see that? I would also feel some type of way if the shift came and took over my transaction/customer cuz then it would make me feel like she sees me as lazy and it will make the customer feel like they have to hurry and choose something especially after they make it obvious theyre still looking at the menu. Tell ur shift that u do greet them but also let them kno that u already acknowledged the customer and told them to let u kno if theyre ready or have questions. I feel like what ur doing is fine! 👍
Ropinjafro [OP] 5 points 11m ago
I don't think it's intentional on their part, it's more like, I greet the customer, customer asks for more time, I turn around to go put something away, supervisor happens to come out right at this moment and goes to help my customer. It's not that I was ignoring them it just happens they always come out at the wrong time 😭
I haven't gotten any coaching or comments on the matter and I hold my work ethic and customer service to a very high regard as it's something I'm super proud of, but I tend to over think social situations A LOT.
I never do this if there's a line, I'll usually say something along the lines of, "Hey take all the time you need to look around and ask me questions, but do you mind if I help this guy behind you out really quick?" But if it's like 7pm and they're the only customer that's when this whole "how quickly should you greet them?" Comes into play
I haven't gotten any coaching or comments on the matter and I hold my work ethic and customer service to a very high regard as it's something I'm super proud of, but I tend to over think social situations A LOT.
I never do this if there's a line, I'll usually say something along the lines of, "Hey take all the time you need to look around and ask me questions, but do you mind if I help this guy behind you out really quick?" But if it's like 7pm and they're the only customer that's when this whole "how quickly should you greet them?" Comes into play
Responsible_Snow7109 2 points 11m ago
Yea from everything u said in ur original post, u dont seem like the type to ignore customers! 🙂 u seem like u cary very well about acknowledging them. But i understand what u mean when u say u overthink social situations alot cuz i do too 😣 but i dont think ur shift should come out and automatically take over that transaction and ring the customer out especially when the customer is still looking at the menu and other things. Cuz ur shift came out from the back at that moment and has no context to the situation like if u greeted them and they said they need more time. I feel like what she could have done is maybe say to the customer "hello are u being helped yet?" Or "hello have u been taken care of?" ....thats what people at my store do. Like if a customer comes up to the register and im grabbing a hot coffee for someone at the hand off area, ill say to the customer "hello i will be right with u" and then ill go to hand off the coffee to the customer at the hand off area and if another coworker happens to walk by the register, they will normally say "hello have u been helped yet?".
CLG_MianBao 6 points 11m ago
If they’re not ready yet, I usually say something along the lines of “I’m paid by the hour and here all day anyway, take your time.” They usually giggle and it makes it less awkward.
Ropinjafro [OP] 1 points 11m ago
That's totally fair. I'm super friendly but also not super chatty so I try to keep things sweet and short. I might try this
Bright-Ad7936 3 points 11m ago
You might be overthinking it a little. Even if you go to them immediately they will usually give you an indication that they need a sec. But also it stands to sort of “rush” the customer because if they take super long than it causes a backup on reg. That’s at least how I see it.
Ropinjafro [OP] 1 points 11m ago
Yeah I probably am lmfaoo
I just hold my work ethic to a very high standard and always worry that the wrong time and place I come off as lazy 😅
I just hold my work ethic to a very high standard and always worry that the wrong time and place I come off as lazy 😅
rudebii 1 points 11m ago
I only worked at stores that were cafe-only. We always greeted as soon as we saw the customer often that's a moment before they get to the menu board. Usually, it was something like "Hi, welcome to Starbucks."
If they they were looking at the menu, we'd give them a polite "take your time, I'll right here (if I'm doing something like restocking bar, the pastry case, etc) if you have questions or are ready to order."
I get people have anxiety, but that seemed to be the best way to do it for the most customers. It acknowledges their presence, welcomes them, and invites them to ask questions if they have any.
If they they were looking at the menu, we'd give them a polite "take your time, I'll right here (if I'm doing something like restocking bar, the pastry case, etc) if you have questions or are ready to order."
I get people have anxiety, but that seemed to be the best way to do it for the most customers. It acknowledges their presence, welcomes them, and invites them to ask questions if they have any.
violaaesthetic 1 points 11m ago
As a customer at other places, if I’m ready I’ll look at the board to kill time. I think your method is good except for the hang time. Just greet them instantly, and follow up with your question right away. That way your team knows you know they are there and if they do need time you’re free to continue working until they’re ready. If they do end up asking for time I always tell them to let me know when they’re ready so I don’t have to focus on them while doing my other tasks
[deleted] 1 points 11m ago
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