When talking to customers be confident. Learn the exact policy and standards for when people don’t have enough change, when we can give right now recovery, mobile ordering to the wrong store, ect. And once you tell the customer the policy, don’t waver. Come in all confident and most of the time customers won’t fight back. Once you say you are the supervisor, they’ll calm down. But you have to embody the supervisor (I’m a 25 year old girl who looks 19)

Also like your opening and closing baristas know what to do. Don’t micromanage them. Ask what they need from you, and communicate when you have to go do a shift task and tell them how long they will be.

Always make sure baristas have their breaks at appropriate times and prioritize theirs over your own. If anyone’s half has to be delayed, it’s yours. Don’t let your baristas suffer. Also have their back and they’ll have yours too. Take their side with customers, support them, encourage them, and be their rock. Help them access benefits

Also take feedback from the more experienced SSV’s but don’t let them continue to treat you like a barista. You earned this promotion, and are just as capable as any other ssv.

Always double check cash. When I put away tills at the end of the night I always repeat and check “safe, tills, card, keys”. I say it twice, looking at each thing, then close the safe.

Spend some serious time looking at incidents and how to respond to them. You’re going to be in charge when things go very wrong, know where all emergency numbers are, evacuation packets, and what the policies are in dealing with hard things. In my first month as an ssv, a young girl was attacked outside my store. I felt panicked and didn’t know what to do. We took her inside, locked the doors, and a police officer who was in the store just by chance, gave her first aid and took over. Look into stuff like that and see exactly how to respond and handle it. Same with barista injuries, threatening person, stuff like that. Once a barista of mine had a car accident and came into work bloody and clearly in shock. Become comfortable in handling high stress situations calmly.

Remember that all of your baristas will look to you for guidance when things get scary. You have to be calm in emergencies and know what to do.

Always ask your fellow partners at the end of their shift how it went and if they have any feedback for you on how their shift went and how you supported them as their shift. It’s shows them you care and you tend to get a lot of good feedback.

Message me tomorrow and I’ll take a picture of our lists that work real well. It’s me birthday so not at my store but I open tomorrow

The baristas on shift are going to follow your lead. If you cut corners, they’ll cut corners. If you’re hustling and getting things done, so will they. If you’re courteous and professional, they’ll take your example.

The best way to set expectations is by example. Remember you’re in charge but you’re not the boss. Don’t be afraid to communicate with your A/SM when baristas are missing the mark. Sometimes being friends makes this harder, sometimes easier. But remember, you’ll be held to expectations by the store manager and no amount of friendship with staff will change your accountability. Shit rolls downhill.

Take it apon yourself to lock all the doors even if you see a barista lock it double check it! I’ve seen SSV forget to lock a door or window multiple times because they saw a barista do it. That responsibility comes back to you.

Always check that the deep clean task has been done properly. Especially, when you 1st start. If you see it's not done right then get the barista to complete it and give clear, detailed instructions on how to do so. I think a lot of people just don't like cleaning so will do it quickly or not at all and say it is done but if you get them to clean it again they'll start doing properly the 1st time. It's a really easy way to make sure your store has a high level of cleanliness.

Also always try to be supportive of your team. Check up of them, ask if they need anything. After a busy spell I like to tell everyone to have a drink of water to make sure they stay hydrated.

There will be the days where the place is slammed and everyone is late for their shift or someone doesn't show up and a barista keeps asking you really stupid questions like "what time is my break?" When they've been here for an hour and you've got a queue of cars out the carpark and a full cafe. But just try to remain as calm as possible. As my SM says it's just coffee and cake at the end of the day.

Good luck 👍

I can email you my closing lists.

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