I'm not sure if anyone else here is working for a location where they have implemented this...but we just recently had to go to a script in both the cafe and drive thru. We have lost multiple regulars because of this and I even had one customer say it was sad to see a company with such potential hit rock bottom like this. Even Taco Bell doesn't have a script where I live. They have actually emulated the way we used to be and are able to talk to the customer and they ask how you are doing and everything. It's pretty sad to see what can happen to a decent company when you have idiots running it. "OHH NO BUT WHAT ABOUT THE STOCK HOLDERS!!!???" (screw the customer right!?) SELL VIA!!!!! /rant
Scripts.
(11 posts) (8 voices)-
Posted 7 months ago #
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Script?
Posted 7 months ago # -
How does a script drive away regulars? Does it say to "get the **** out of the place"? It sounds like it would attract MORE customers or more tips at least. Please do elaborate on what the script says, ver batum. Thank you.
Posted 7 months ago # -
Starbucks lost its potential long, long ago.
What script though? You don't mean you sing and dance like at Coldstone, right?
Posted 7 months ago # -
Posted 7 months ago #
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I have a new manager, who is going by the code on every little thing so far. Sounded like my store will be re-trained on how to talk to customers too, like a scripted conversation?? Also, said that we should be smiling ALL THE TIME, not just part of the time (wouldn't that look creepy if an entire store did that?). Can't wait to see how this new management unfolds...
Posted 7 months ago # -
Smiling all the time wouldn't fool people-customers would see right through it. That's the dumbest thing I've ever heard, and your manager needs some training on management and leadership. Oh, and needs to lay off the crack.
Posted 7 months ago # -
I saw an Email today that said when people don't specify their drink size we say "shall it be a venti ?"
I just walked away at that pt. *SMH*
Posted 7 months ago # -
Smiling requires a raise-its extra work that I am not willing to commit to. Good luck with that.
Posted 7 months ago # -
@toffeecoffee I don't think I could actually force those words out of my mouth. considering how many customers don't specify a size I think I would rather just quit than have to say "shall it be a venti?"
also, smiling all the time? nobody smiles ALL the time. I put on a fake smile when dealing with customer **** but I'm not gonna smile if I'm organizing the pastry case and cleanign the **** off the toilets.
Posted 7 months ago # -
Found out that the new manager has never worked a DT. As a DTO/DTR, I would generally let the customer know that I would be back with their drink because I was gonna help the bar person (Especially if it's crazy busy and there was only two of us). She insists now that I remain at the window at all times to keep the customer entertained in conversation, that way the wait doesn't feel so long because of our wonderful conversations. No joke. I felt if I was respectful enough to let them know the situation, they would let me slide and we could focus more on kicking out their drink orders. **** took forever standing there, 20min wait for cars at one point because we got slammed.
Posted 7 months ago #
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