What kind of push back? Like ignoring you? Straight up telling you no? Or just getting annoyed with you?

Use your tools from your training. What/what/why helps *a lot*. Honestly, a lot of the times when people push back against coaching it has to do with the approach of the person doing the coaching. It might be helpful to evaluate your approach. Are you using the “what/what/why”? If not, your coaching may be coming across as nit-picky or unclear. If people aren’t understanding the reason behind your coaching or where you are coming from, it can seem to them like you’re being overbearing or overly critical for no reason. Over-explain yourself! Make sure you’re coming from a place of genuinely wanting to see improvement rather than criticizing, and that they are aware of that. Good coaching takes trust and solid communication.

It’s really difficult coaching people that were literally your peers very recently, it won’t be forever but this is why it’s best to promote and transfer to a different store.
The best way I would approach it is say something like “hey ‘manager’ is really focusing on drink quality right now, so can you make sure you’re shaking your teas?” It essentially takes the blame off of you. Don’t do this forever, but it helps with the push back.

I had a pushback issue when I first got promoted. Another SSV suggested delegating in the form of asking for help. “Hey, when you don’t have any drinks can you do me a favor and make sure the ice bins are filled” instead of “can you fill the ice bins”

It’s kind of silly but if people are having a hard time respecting you they are more likely going to listen to you asking for help than telling them what to do

You definitely need to let your SM know. Your trying to correct them to do things to standard and they don’t want to listen. I’ve worked with many partners like this who just want to do the bare minimum and leave. At this point it’s out of your control they are in the mindset of standards don’t matter and you need to get your SM involved.

What I’ve noticed is the things that I coach on and get push back it’s because other shifts don’t coach on it. So maybe try bringing it up with other shifts that you have coached the baristas on whatever and ask for support on it. As well as bring it up to your SM. Also what helps me is to be direct. As sugar coating it can be misleading. So I just straight up tell them your making that wrong by letting your shots die or you’re out of dress code because of the shoes you’re wearing. As well as my store has a shift group chat where we send messages being like “I coached barista A on their dress code make sure to call them out on it if they do it again.” That way there is a paper trail for things if it becomes a problem.

explain why, pick your battles, its okay if every single standard isnt always held. also give the illusion of choice “do you wanna do this or this” and then theres almost always someone willing to do the unwanted thing, if not then take it upon yourself. ask for their feedback and theyll be more open to yours. make sure you give positive feedback when they DO the thing and do it well as the criticism or coaching. ask for their help or opinion on things. overall when people feel respected they are more likely to respect u!! if its really bad with certain baristas have a private sit down meeting or text after work and straight up ask if they have reasoning or an issue with you specifically

Record everything in the dcr or my daily so you can go back to it from your sm

I think the issue is that coaching can seem very micromanage-y if done wrong. I’m great at customer connections, but had my SSV ask me today why the drivethru window was closed and say that we need to make customer connections. I had closed the window, after chatting with the girl before realizing she was on the phone. It’s rude to force our customers to make small talk with us. I’m pretty good at reading people to know whether or not they want to chitchat. It’s offensive when mngmnt doesn’t trust your judgement.

Pull them aside one on one. A small group of people with a rebellious streak are gonna act braver around those that agree with them. Their attitude could change with a more direct approach. Use calm language but also don’t be a pushover.

Also I’d keep the SM in the loop about the problem if you haven’t already; could protect you from future complaints they might receive.

When I was promoted, I was given the advice to delegate tasks, follow up, then ask what they support need to complete the task if any issues arises. Sometimes explaining why we have to do our job tasks and that we need to to them to stay in good standing and go home helps. For example, I had a hard time coaching my partners to clean up trash and put everything away in the fridges. Then, we kept getting out late because it took 15 minutes after everything else to put everything away. I explained that it wasn’t personal, but we need to get out on time to have a work life balance and that we needed to keep the store clean and put everything away so we can go home when it’s time.


It takes a while to make changes and coach effectively, too. I was pretty young when I was promoted, and it took a long time for baristas to listen. Change is gradual, and setting small goals and making a plan of what you want to coach each week to reach your goals helps to avoid being overwhelmed.


If you ever have questions or anything specific that you need help with you can PM me!

Depends on how comfortable you are with standing up for yourself… if they straight up ignore what you say, id connect with them, use the What What Why, and then say “hey if you aren’t able to do what I’m asking, let me know so I can move you to a different position”.
If someone really wants to give you grief, offer to send them home. Id rather be down a man than have to fight to get people to do their job.
If you’re uncomfortable with confrontation, you may need to connect with your manager about how to better handle the situation. Unfortunately… confrontation is part of the SSV role

If they are unreceptive of coaching I tend to be very direct and let them know I will escalate and have them have a conversation with our SM

Literally got promoted when I got back from Summer break (on August). I feel you. I am the type of shift that asks kindly for people to do things. Like, “Can I have you please restock pastries, and if can restock cups and lids? Thank you” or “Can someone please help me put away the alt. milks? Thank you” Even though I’m a shift, I see everyone else as equals. I kindly ask them to do things because it’s mutual respect in my perspective. The funny thing is that even though I’m promoted, I still feel like a barista. I literally make sure everyone is good or if needed to switch positions to take a break from them. :)

While looking through your comments, in regards to baristas not listening no matter how you say or multiple times you said it, it has to go to the SM. Hope this helps :) You got it!!!

Make sure to learn your baristas. You need to tailor the coaching to the individual. Everyone responds to things differently, and trying different approaches until you find the right one is part of your development. If you are close with any baristas or other shifts, ask them their opinions of your coaching, it’ll help to get outside insight. Also go to your manager, but not to “tell on” the baristas for not listening, but to ask how to develop your approach.

Another cool thing that we SSVs just implemented in our store is a coaching book stored in the safe so it’s just for us and it’s a book to see who and what has been coached that way if there is a constant pattern we can address it and also take any further action

Had a similar experience as I was becoming a SSV. I like to play around and joke with my fellow coworkers. I always have, I don’t like to mope and be miserable at work. After my promotion, partners that I was friends with no longer respected me and that was quickly apparent. I faced a lot of pushback as you are now. You have to earn their respect as they earn yours. Don’t be afraid to put your foot down if they are not listening to you, or being rude. Show them you mean business and that you can get shit done! That’s a common thing all baristas can respect. A good, kind SSV that can be serious when needed, but also respects their partners and can take their feelings into account.

If your manager is okay with it, send them home. I give them 2 chances to do what I asked of them. If they disregard after that, they can go home!

Are these the same partners you worked with before becoming SSV ?

Talk to your team. You're not alone.

Depends, why are you coaching them? Because we had a new ssv who thought that just bc she was in charge she could train everyone to do everything the exact same as her and it was a lot and she’s been demoted. Ppl don’t want to be corrected all the time so it matters to know how you’re handling it and just how much you’re doing it. You could be overwhelming them

Depends if your coaching a behavior or a habit?