Starbucks Baristas: The daily grind
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the workers should be able to pause mobiles and delivery without having to spend 15+ minutes trying to track down someone who can. full stop. (self.starbucksbaristas)
submitted by sheep_heavenly
Like we want them turned off because we are 30 minutes behind at the best of times, we were clearly not scheduled to accommodate this volume of business, we're having Cafe customers get upset at us while mobile customers are being upset with us while delivery drivers are angrily shaking their phones in our faces so we can't even read the name.
We don't have time to call the store manager the district manager and the regional director one by one only to get zero response. We tried to troubleshoot an incredibly large delivery and had to call the customer, the person calling getting complained at by everyone because they were visibly not full speed working on production.
Insanity.
We don't have time to call the store manager the district manager and the regional director one by one only to get zero response. We tried to troubleshoot an incredibly large delivery and had to call the customer, the person calling getting complained at by everyone because they were visibly not full speed working on production.
Insanity.
zedazeni 54 points 10m ago
Easy solution: malicious compliance.
Work at your regular speed. Don’t dilly-dally, but don’t bust your a$$ either. Let the customers complain about the wait times. When they do, have your DM’s business card/email on hand and tell them the truth “We’re a busy store with $Xk in daily sales a week but only X people scheduled at a maximum. If you’d like to complain about our speed of service or staffing issues, here’s our DM’s contact information. Sorry for the wait, but I promise we’re frustrated too! We’ll have your order out as soon as we can.”
Work at your regular speed. Don’t dilly-dally, but don’t bust your a$$ either. Let the customers complain about the wait times. When they do, have your DM’s business card/email on hand and tell them the truth “We’re a busy store with $Xk in daily sales a week but only X people scheduled at a maximum. If you’d like to complain about our speed of service or staffing issues, here’s our DM’s contact information. Sorry for the wait, but I promise we’re frustrated too! We’ll have your order out as soon as we can.”
sheep_heavenly [OP] 17 points 10m ago
It's not the easy solution, it's the one I choose too. It makes the physical work easier but it doesn't fix the 4-6 yelling customers at a time. I literally can't even turn around without another person starting up complaining.
I don't want to keep weathering hours of people yelling, complaining, demanding the same explanations over and over. We literally run through our DM cards every time it gets restocked. Nothing changes. The only acceptable solution is allowing workers to turn off mobiles and delivery.
I don't want to keep weathering hours of people yelling, complaining, demanding the same explanations over and over. We literally run through our DM cards every time it gets restocked. Nothing changes. The only acceptable solution is allowing workers to turn off mobiles and delivery.
zedazeni 4 points 10m ago
I don’t disagree with you at all. Perhaps make a more permanent display for your DM’s cards. Try taping them/affixing them to your condiment bar or near your bar area, someplace you can easily reference so customers can take a picture of it or write it down and not need a card. Every time someone complains “I’m sorry about the wait, there’s only X of us. If you want to complain, please go to Y to see our DM’s contact info.” Any more complaints from the customer, repeat they again, and if they still complain, ask to leave and file an incident report for harassment.
You have to make this the DM’s problem.
You have to make this the DM’s problem.
catpants243 1 points 10m ago
At the end of the day, it's on the company for making this added stress of mobile and delivery orders for us. I remember when mobile was down all day one day and I could keep up with customer orders and had them in and out within a minute or two. That's how it should be. But now 10, 20 people are ordering at the exact same time as well as people in the Cafe and people who order mobile don't understand they're ALSO in a line.
I agree. Don't bust your ass when we're expected to make 50 drinks in 3 minutes. If customers are impatient I tell them there is a line and people ordered before them. I tell them we're backed up. And I tell them that I will not cherry pick their order over everyone else who has been waiting no matter how late they are to work. Like the original commenter said, let the customers complain.
I agree. Don't bust your ass when we're expected to make 50 drinks in 3 minutes. If customers are impatient I tell them there is a line and people ordered before them. I tell them we're backed up. And I tell them that I will not cherry pick their order over everyone else who has been waiting no matter how late they are to work. Like the original commenter said, let the customers complain.
aee78 3 points 10m ago
Your DM is shit. The shifts in my district have the ability to turn of mobiles.
somewheredaydreaming 2 points 10m ago
Okay, for desperate times, I'll just make everything unavailable in the POS it's basically the same as turning off mobiles and the only power we have to do so 🥲
thechamelioncircuit 1 points 10m ago
Oh we just turn delivery off tbh
Old-Investigator3239 1 points 10m ago
Is complaining to a DM better than online customer service?
sheep_heavenly [OP] 1 points 10m ago
I'd say so. The online people are just like. Regular workers. There's no stake for them. If they don't take your call, they take another similar call for another store.
The district manager has a portfolio of stores and that's it. Their number goes to a work phone they're supposed to keep on them. Their bonuses and work performance depend on how happy the customers are and the profits of the stores in their portfolios, so even if they ignore every call if they see 20 missed calls from customers they know something is wrong.
They both have their value, but I prioritize calling the DM over calling the customer service line. The customer service line is completely unaware of store specific situations 99% of the time.
The district manager has a portfolio of stores and that's it. Their number goes to a work phone they're supposed to keep on them. Their bonuses and work performance depend on how happy the customers are and the profits of the stores in their portfolios, so even if they ignore every call if they see 20 missed calls from customers they know something is wrong.
They both have their value, but I prioritize calling the DM over calling the customer service line. The customer service line is completely unaware of store specific situations 99% of the time.
[deleted] 1 points 10m ago
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