I have been reading all your post over the past couple of months and I got to say you people are very close to my heart. Like many of you I saw the gloamour of woking for a Fortune 500 company. And like you I am desperate to get out, unforutnaly I am over worked. Now I must say that I am a store manager.....wait... I started as a barista a few years ago and just could never cut loose. I do live pay check to pay check and life sucks.
We have hundreads of emails coming in to change this change that , don't sell this it's difective. I try to reward my partners with what ever I can, becasue there are never enouph hours to give. ( I have not hired since Oct.07).Business SUCKS!!!!!!
I hate the stupid "Duty Roster"! Do we realy need to clean the plexis 4 times a day. Clean it when it's dirty and that's it.
I used to love customer service, I felt that I could go all day just helping people, but OUR customer expect us to dance for them. Don't get mad that your drinks is'nt ready their were 10 people ahead of you!!!! AAAHHHH.
And this "Speed of Service." Does Starbucks realy think we can get two skinny vanilla lattes with 1/2 pump of sugar free hazelnut, warm a breakfast sandwich, toast a bagel and still get them out of the store in 3 minutes..ALL while providing legendary service, keeping the store clean and "on the spot" coaching to the partner that is not smiling .....Give me a **** break......If I click my heals together and say "There's no place like home" will this nightmare end?
It sucks to be me.
(45 posts) (13 voices)-
Posted 5 years ago #
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OMG, How do you stand it? I wish I could give you a hug. I can not believe what they ask us to do! Im not a manager or ASM or even a SM...just a little B. A nice one of course. Some days are better than others. I am good at customer service. I have a following at my store in the DT. But...it's not for following the rules. Im sure if a friend of the DM came through i would have her up my behind.
I just take it a day at a time. Thats all I can do. Gotta have the benefits. They want me to be a SM but Im waiting...I have to know everything before I do that. Ive seen what they go through and well, its not really worth one more dollar and hour.
Just wanted to give you a little hug here, you are not alone...I just joined so you will see me here. Im sorry you are in such a mess. Try to think of the great things you do for your B's and SM's and your ASM.
Posted 5 years ago # -
Thank you so much for the virtual hug, don't get me wrong, I think besides my bills and kids, what keeps me at SB is the partners. I know that as a SM we are not supposed to hang out with the team after hours. But I have so much fun with them,. I truly believe that their is a bond and that whatever I could do for them I would. It's like last week when we got a customer comment card in about how rude a fellow barista was to a customer. This particular customer wanted 3/4 of an equal in her xtra hot non fat latte.....? 3/4 realy , the partner made the drink three times before telling the customer "How bout you pour the equal into the cup and then I'll make your drink?" Of course the customer was appauled. When my DM demanded an answer I told her that I was their and witnessed the whole thing and that my partner had done everything possiable to please theis customer. When she didn't seem convinced I asked her to show me how to pour 3/4 of an equal so that I could pass the knowledge along......Some people never learn.
Posted 5 years ago # -
HI, I've never worked there, nor will I ever, so if this question is stupid, please forgive me. How are these insane decisions made? I mean is there a central bat cave in Seattle where third-rate MBAs who have never actually "worked" read charts about how long it takes to make a cup of coffee and then decide what "legendary service" is? Do the managers, or ASMs, get to pick and choose which regime is instigated? Like if they said, "No Pants Tuesday" could a ST or DM say "no".
Posted 5 years ago # -
I think the DM's sit back and make decisions and think to themselves, " lets see how they handle this one!" The baristas HAVE TO DO IT, OR ELSE. They can't just be waking up on the wrong side of the bed everyday. It's like that Far Side cartoon "Hell" where the devil and his helpers are whooping it up reading notes out of the " Suggestion box. It feels like that some days. Especially when the "exhalted DM" visits the store. You would think Queen Elizabeth stopped by for coffee of something. Well, you could refuse to do some of the stuff they require, but do you really want to look for a job on the spot? Can you afford to wait 90 days to get new insurance? Will your mortgage company say, oh yeah we can wait till you are able to make a living wage again before you pay.
It's unfortunate that some of the people who read these blurbs don't understand this. Sometimes you can't "JUST QUIT"...so you have to figure out a way to get through your day and do as much as you can. Eventually some things become second nature and you don't have to think about it anymore. Some things are harder to swallow.Posted 5 years ago # -
You hit the nail on the head. Bean counters with no restaurant experience run the show. Starbucks is literally the worst restaurant industry job that management could ever get themselves in to.
Posted 5 years ago # -
Hey tuffgirl, what happens to SM's who become ASM'S? Why do they turn from people you like to regular a**holes? Is there some special potion they are required to drink? This has happened to two "people" at my location. Im sure you are the exception, you seem to have such human qualities?
Posted 5 years ago # -
Hey Tuffgirl, I was wondering how the stupid decisions were made. I'm sorry if you thought I was trying to tell you to "just quit". I know that's not practical, unless you live with your parents and are still in high school. I think most people have been trapped at some job. The question is... how do you survive? Is there some kind of silent rebellion that you can do, like work really slowly or something?
Posted 5 years ago # -
Quique, that doesn't work. It just makes everyone you work with have to work harder. It's a team thimg. I never want to make the other partners work harder in order to annoy a customer. Besides, you can annoy the customer just by asking "Hi, how are you today."
Posted 5 years ago # -
I see your point, and they are decaffeinated and angry. So that might be dangerous. (The customers)
What about...
There has to be something.Posted 5 years ago # -
I think what works best if you can do it is to be unaffected by anything rude the customer does. This is hard. If you are constantly on the lookout for a not so nice customer, you will get more than you can handle. But if you can avoid falling into any traps that lie in wait, the customer has less they can use.
Of course, letting the blender lid fall shut usually gets some attention. You have to make it look like it was an accident.
Posted 5 years ago # -
Well believe it or not we are trapped .....they (SB) tell you jump thru all these hoops for us and we'll give you this....Unfortunately alot of people do change because you see the political game......it's sink or swim. and no you can't leave because deep in side some of us (manamgement) know we have it good...But the one thing that keeps me going and many of you will understand is my kids. ASM change because they tell you "It's them or your job." We say we're a team ...but that's not true . It's every man for himself.
And as far as "who" comes up with all the rules....You know I did actually go to seattle but no matter what I heard or saw, EVERYONE and i do mean EVERYONE is full of it. And believe me after hours "Starbucks" is all about who can get to the nearest bar.... I'm not saying that alcohol is the answer but it does take the edge off.Posted 5 years ago # -
Amen to that! I agree with you wholeheartedly. I wish that we could spend some time together over a "Turkey and coke" or some wine. Im certain that we could whop it up and have some laughs. For now, Im glad to have met all of you and will be a regular. I feel safe here, it's nice.
You almost never know when someone at work will spill the beans on something you said, because they think it will get them somewhere. Yikes, Yikes, Yikes!
Posted 5 years ago # -
I have seen so many back stabbers at SB , what people don't understand is that there is room for everyone. ....well there was anyway. SB is losing so much money.....And uncle howard willl never get this company back to #1. Does anyone on this site work for Coffee Bean?
Posted 5 years ago # -
I don't work at Coffee Bean, but its probably the coffee shop I go to the most. Its right near my house. I like thier coffee a lot more. Plus the guy that is always working there is a big Red Sox fan like myseld, so I always end up going in there just for coffee, and stay for a half hour. I like that place.
Posted 5 years ago # -
Tuffgirl, when you find a better place. Will you still come here? You have insight that I don't see here from others.
Posted 5 years ago # -
hey tuffgirl, dont go to cbtl, they are less employee-concerned than the bux! there are better companies out there!
I've been here in the **** just as long as you, you've prolly had the salary longer, good for sticking up for your partners. My PR rep told me "we can afford to lose one bad customer, always remember that." Just stick to your guns and the suits can't touch you.cookiemonster -- don't go to ASM unless you are willing to stay to get your own store. If your SM doesn't know their job it will bug the hell out of you, but don't oust them, just do your training and cruise while you can.
general sb advice to burnt beans
find the coffee culture kids. there are still a few in middle mgmt, they will take care of you. i am not a politican and would have left years ago if not for them. they know i am good for business so they for the most part let me be me as long as a bring in the numbers. unfortunately your buddies may move away, leaving you vulnerable again politically, which is where i am at. howard's return is supposed to energize people like us specifically, but i'm still on the fence.Posted 5 years ago # -
hey sixdigitsoldier - I am thinking leaving - due to some of the things above - I started a topic about Howard's return as I was wondering if it made a difference - when I started - a long time ago - I use to have fun at work - now it just seems to be a drag....my manager is too cool - she keeps me ard even though my avaialability is crap - because she thinks and knows I add value - and I keep the newbies in line! Teach them the old school customer service etc....but she is leaving and I don't want to break in a new manager so my days are numbered - I have say I got what I needed out of the Big Green Giant knowing full well its weaknesses - I even used them on one of my master's projects - it was compelling and interesting discussions from my classmates...interestingly I predicted much of what was has happened with this crazy growth program - the other day I went back to read it - I was right on! So wondering if Howard can fix it?????
Posted 5 years ago # -
Funny from a dumb little Supervisor/Barista - the greatest lesson I have ever learned in management - I have managed large staffs and many people - if you really want to know what is going on ASK the FRONTLINE - and then LISTEN to them. They are not a financial statement and they can be a pain in the **** but they KNOW what is happening - Day in and Day out...
Posted 5 years ago # -
I really couldn't tell you if Howard can fix it. I've never met the guy, but I know good and bad managers who have felt the aftershocks of his visits.
IMO, it really depends on whether or not there are enough coffee kids who can help this push against the corp kids. When we were providing the experience and nothing but that, we didn't need to advertise at all. But rapid expansion requires rapid hiring to quickly fill the needed infrastructure, and sometimes good ideas get lost in the rush to increase share values. It is very possible, but he can't do it himself, it takes everyone driving that home day in and out. time will tell.
Frontline employees are indeed a good resource, but mostly for morale and store-level intel. This is not to be underestimated, however. Frontline employee morale is crucial to overall success. In my experience though, most baristas neither know nor care about the store's numbers. You have to have both sides of the coin.
Posted 5 years ago # -
As a manager I agree with all of you, I've said it once and I'll always say it "I AM NOTHING WITHOUT MY BARISTAS". Funny how corp. can't understand that. Keep adding that one line to the bottom of all the RD's email. "Your performance will be based largly on your performace". Read that after every email, and you start not to care. I thought we were going to redifine success, I thought we were going to celebrate the small successes. But as soon as we move the needle in one area....It's like what happen over here? We try to stay focused on what's important, but when the higher ups come in and they don't even notice that we are great in this area, all they seen is the ONE crumb on the window sill????They don't see the fantastic barists behind the counter, they see ONE pack of cookies missing from the POS. Can we get a break?
Posted 5 years ago # -
Too funny Tuffgirl - was just talking to a manager about this very topic - I told him I wanted the DM's and higher up to go back into the stores for one month and work the rush shift - because not to say that you don't care about the dust in the sill but the the fact that they bring it up during a rush - the reason I brought it up to him was I saw him talking to his DM while the line was to the door - the SM kept looking at the line and could tell he wanted to jump in and get things moving (PS the staff was doing a great job) it was just a rush....the DM didn't even seem to blink ---ughhhhhh I so feel for the managers - it is why I didn't get into the management program at SB they don't pay you enough to deal with the crap!!!
Posted 5 years ago # -
Don't even get me started on managers. Any upper management for that matter. It seens there sole job is to keep their job. At any cost. I have seen innocent people fired and set up. I was set up a couple of times when the managers friend who worked there started stealing money out of my till.
Posted 5 years ago # -
Yesss, The old "fox in the hen house" syndrome. If you are a SM you can get a barista in trouble by simply adjusting a till. Now, the baristas don't even count their own tills anymore. If a shift wants to get rid of you, all they have to do is make your till short by $5.00 or more on a consistent basis. Out you go, adios, ttfn, see ya later - bye!
Posted 5 years ago # -
Well cookiemonster, allow me to give you soon info about the shifts shorting a till.
It is still in the rule book that when they give you change you still have to be there and you sill have to count it and no they can't go into your drop box. They open it and you give them the money. Don't get suckered into believing that you can't or shouldn't be there. This is still your till and you will be held accountabel.
And another thing we (sm) do look at reports that tell us who has been consistenlty short and conduct a till audit as needed. BUT we are also looking at WHO the shifts are when money comes up missing. We're not stupid , don't you know that 65% of all money theft is management/shifts/asm. I hate to write that but in my experience at every level in the stores this is true. Catch them before they catch you. Report any funny activite to your SM. Let them know that shifts are in your tills without you being their. This is against company rules. Read the blue tab in you Cash management log I believe it's the first one.Posted 5 years ago # -
Youre the best! Thanks! Most of the time, NOW anyway, it's simply too busy to do this. We might as well go back to the old way.
Posted 5 years ago # -
She's right. Stick to your rights. If it's too busy, that's the lead's fault and they better damn well plan better. You never play funny with money. Everybody sees and nothing goes wrong. They need to show you and tell you[count it in front of you]. Bad leads can wreck a store without an SM being aware of it if nobody says anything.
Posted 5 years ago # -
Wow! I didn't know that about the tills. The only time I count is when I ask for more bills. I ask to count what they are taking and I count what they are putting in. I have never been present to count my till when I close it. They just tell me to close the till and put the read out in my drawer. They usually don't get to our tills until after we've left.
Not that it matters to me anymore.
Posted 5 years ago # -
Like I said, It's a surefire recipe for disaster if you get on the wrong side of the person counting the money. It did happen in my store. The ASM was stealing money from the tills of people she didn't like, and from the safe. The manager took forever to do something about it. She only did it to Baristas and Shifts that she didn't like. With the safe, she took 1 five out of 4 bundles of 5's. It was lucky that the shift sat down and counted each bundle. And she tried everything to keep the shift from doing this. When it was discovered, the ASM said that she was going to call the SM from the previous shift and ask what happened. I was sitting in the back by the phone, so she never made that call and went right back out and said it was all ok, that it was a pay-out. This is why I say, watch your back.
Posted 5 years ago # -
You don't need to be present at shutdown, but your leads do need to show and count any funds they move in or out of your till in front of you.
Posted 5 years ago #
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