I truly don’t understand why people see lines like that and think “I’ll just add to this problem!”

Like if I pull up to a business and see lines like that I go “nope!” And immediately go somewhere else.

The fact that starbucks customers seem to think it’s *our* fault that the lines get that long, that wait times are what they are… I can’t wrap my head around it.

..That honestly sounds absolutely horrendous, I cannot imagine the intensity and stress you and your partners were mentally, emotionally, and physically put through that day.

I’m glad there were customers that were understanding, but I hope you don’t take any negativity from the less understanding customers to heart.

You mentioned you didn’t know how to recover. I hope that you’re doing a lot better mentally but if you’re still shaken up from it, please understand that you genuinely did nothing wrong, your partners did nothing wrong. This was out of your control and your store had to take the whole bulk of two other stores. It used to literally fill me with dread when I saw numbers going in the red / 10+ minute wait times, but I’ve learned to just completely ignore the time tracker and just focus on getting the drinks out when they’re made you know? I hope things get easier on your store though ):

Idk how long those other Starbucks stores by you will be closed, so if you have more shifts where you’re in that similar situation in DTO, you can try to “keep busy” and find ways to get out of standing in front of the customer - once they reach the window, I say something along the lines of: ‘I’m sorry for the delay - but we’re working on your drinks/order now, I’ll hand them out to you when they’re ready’. Then I go to help with finishing drinks, making cold foams, going to the warming station to quickly pick up food so whoever is at warming doesn’t have to make the walk over there. (Sorry if that seems irrelevant to say, but hopefully those sort of things might help you out if your next shift ends up being in a similar predicament to help get you out of that uncomfortable spot in DTO.)

I don’t waste any energy feeling sorry for customers who saw a line wrapped around the building and out onto the highway and made the decision to join in. Like, what you see is what you get. And we all know the only thing corporate sees is “yay, we made more sales aren’t you happy? But also, why were wait times so high and connection scores so low!!!!?!”

I do not understand why people still go for coffee. I dont understand.. they see the line is long AF and they go in it anyway. Like just get something else?!?! I worked at the only drive thru between a commuting bridge and a very large city and there were times during Covid that were complete hell when other stores shut down, extreme short staffing, etc… So I feel your pain. And will never understand the mentality of customers getting angry at an employee for their own poor choice of getting in a line they saw was a mile long.

that is godawful im so sorry

oh man i had a day similar to this, on easter sunday this year. both our openers and two mids called out, and we were running a 3 floor between 7am and 4pm. totally slammed all day from drive and customers in the lobby, i never want to work that day again. sorry you had to deal with that OP :(

I hate to say this but get all of your partners today felt during and after their shifts and email your DM maybe. About how they weren’t set up for success and to have to work under such pressure. How they felt very unsupported. Also; how it affected “the guest experience” and whatever. They better have at least turned off mobiles and tried to get partners from other stores to help. That whole scenario is insane. They obviously don’t want another store unionizing they have to think of a way to improve the partner experience. And make sure they fill out those partner surveys.
honestly, like a month ago we all had to say something to our DM at my store because my manager was MIA while we’re averaging 45K a week with 3-4 call outs regularly with an entire staff of like max 20 people. And sure enough that Monday she was due to come in after missing work for a week she just didn’t. I feel like our DM gave her an ultimatum but I’ll never really know. That way if it gets elevated through resources and you have to go above your DM you can say you tried