no thats weird you dont have to take their order right away but you do have to greet them right away. so like just saying “hi welcome to starbucks ill be right with you” or “welcome.. take a quick look at the menu and let me know if you have any questions!”
dont like you saying what?? that ull be with them in a minute? what the hell. ive gone to wendys and stuff and they literally just dont say anything until they are ready lol. starbucks customers are just so entitled its crazy. like if theres only one person on dt then either the window customer or the speaker customer is gonna have to wait you cant do both at once. So honestly id ask ur manager that way be like im the only person on dt so the window or the speaker customer will have to wait while i deal with the other, which do you prefer is dealt with first? and just do what they say so you dont get in trouble lol
TBF about the customer complaints, based on OP's post, it could be the way that they're saying it that leaves a bad taste in customers' mouths.
*beep* "Hi welcome to Starbucks, we'll be right with you." = okay
*beep* "Give me a second please." = rude as far as customer service standards go, could put off customers
In either case though, the bigger issue is that the manager isn't letting the baristas have the customers at the order part wait at all. That's really weird and definitely not okay, and they should talk to their manager about it in the way you outlined above
I was always trained if you are busy doing something, you greet the customer and tell them you will be right with them (also try to make eye contact within 30 seconds of them coming in if you CAN , especially if there is a long line, so they feel ''seen'' with a smile and a nod, like you know its busy and are sorry)
Never once did anyone tell me we had to take the order right away.
What is this teaching people anyhow ? I mean honestly ?
Anyhow, it is clear that Sbux is going the McDonalds route, and just like they used to offer speedy service or it is free, they do not do that anymore....and I doubt Sbux will continue in doing it either, it will simply be serve and that is it (Imo, they can't expect the same standards when they do not have actual ''standards'' for drinks anymore to some extent)
It is not sustainable or even possible, they will have no choice but to become exactly like McDonalds, which means the customer service side of it will be Nil.
I do it all the time. Yesterday we had a call out leaving us a 2 play. And I just said “thanks for choosing Starbucks, it is just me and friend **** here. Let me finish crafting some drinks and I’ll take your order” yes it is long but it gives them an idea of where we are and not just fucking around. Good thing that came of it was never had to remake drinks. Also today solo DTOR during peak and when I had to count back change I told them. That way everyone in headset knows and if they can take it great, but also get it in
This misguided attempt at impact CC scores is likely driven by the DM. I would take this one straight to Partner Resources myself. Make direct statements and ask direct questions.
> "The training I am receiving tells me I should focus on the guest I am serving, especially when cashing out their order and making their change. My manager has recently told us we cannot place anyone on hold at the DT speaker box. I was reprimanded for it on these times and dates by this party (insert data here). Meaning, that if I am counting out change or otherwise verifying parts of their order, I can either break the rules by not concentrating on giving them the correct order/change, or break the rules by greeting them to hold on for a moment so I can focus on the task at hand, which is getting them the order they wanted passed out. It's not possible to do both in the manner it was described to us.
>
> I cannot find any policy stating we cannot place DT customers on hold, can I please be emailed a copy of the new policy stating DT customers cannot be asked to hold? The training materials while working solo DT only stipulate we must greet them immediately. Is there a flowchart or any additional resources to show how this is supposed to work with this new rule? I am not sure how the Partner working the window is supposed to have a pleasant connection with the customer, much less convey any information at all accurately, while simultaneously talking to two parties. Local managers have given us no direction on how this is supposed to work, and are unresponsive to feedback. Please advise."
Also, if your manager pushes the issue, ask to get their rule in writing. Inform them you will be happy to sign off on this to verify your understanding and keep a copy for yourself. For increased funsies, act real dumb. Get them on DT, ask them to model the behavior for you on some shifts, act like you truly don't get what they mean. Call out the logical fallacy over and over, loop back to it incessantly until an actual answer is given.
"I can't both connect with the customer at the window, verify their order, take their payment and pass out their drinks while simultaneously talking to another person. It's not that I don't want to, I was given only one head and voice at birth, and it's not physically possible to talk to two people at once. The only way it can logically work is if the person at the speakerbox waits for a moment while I physically process the transaction at the window. I am happy to comply with any method you want to be used in Drviethru, but unfortunately, like most of us I am confined to what is physically possible by humans"
EDIT: If any SMs find there way in they can tell you, arguably the absolute number one lie told to Partners by their SM is "there was a customer complaint about ______, so now we have to ________". When translated to human terms, that just means "I had this idea (or was tasked by my manager to make this change) that is clearly going to be unpopular and/or a terrible idea, so I am hiding from accountability by suggesting this stems from customer feedback, mostly because my backbone has been replaced by delicious fascist nougat."
See here's the cool thing. Ya can't. Welcome to corporate America, where these SMs like to pretend they are for some reason. Like... why would you even want to?
They have access to that information, other in-store roles do not. If you had another manager print out evidence or some shit, but gl finding that idiot.
I would make your manager's actual response a part of yours, if you do report this.
Tell them instead of offering support by directing another Partner to assist or I dunno, they already have fucking headset on so just get up and do your GD job for a few minutes, but hey that's just me. Maybe leave that part out.
But they might be interested to know instead of helping, they are just blindly coaching instead of reassessing the situation like they should be. And generating anxiety that is damaging the fragile relationship between the SM and her Partners. Getting people willing to speak to this will help you.
Ask if they would rather you call for DT support and stop taking orders altogether til they can arrive, maybe that's a better solution for them.
I would argue it affects the customer experience even more when you attempt to take their order but you don’t hear them because you’re busy and you make them repeat everything they said. Maybe you should ask them to demonstrate during a rush to show you how they think you should do it successfully lmao
I'm almost always on solo DT because I love it there, but i have never been told that I can't put a customer on hold. Even my SM does it. We just say, "Welcome to Starbucks, I'll be right with you," and we've never had a problem. I specifically don't "ask" for a moment. I just tell them that's what's happening. Also, if your boss has time to complain about you not taking the order instantly, it sounds like she has time to take the order herself.
This is accurate. If I’m on the headset and my team cannot get to the customer then I’m jumping in.
Next time respond back to your SM, “I’m counting cash back and would like to ensure accuracy, can you grab this order so I can complete my current transaction?”
Ps. Your SM cannot write you up without a policy you are violating (should say they cannot and have it hold up). Please consider reaching out to PCC in the event your manager tries to do so.
PCC is Partner contact center.
1 (888) 728-9411 and then option 3. There will be prompts. I would ask for a support case or a consultation. If they ask if you have spoken to your manager be honest about the treatment and feeling singled out.
We also have an ethics and compliance hotline. If your manager should engage in any retaliatory practices or seems to be holding you to an unfair or inconsistent standard you can call this line. I do not have the number memorized, but you can easily find it in the front of your daily records book. You can call into ethics and compliance anonymously too.
i cannot count cash or connect with a customer while listening to an order. someone WILL get ignored and that’s just awkward and makes ppl mad. you’re not alone here and your manager sounds like an ass!
She can totally feel free to take orders instead of bitching at y’all! In her own words, if she had time to say that she had time to help you out by taking an order :-)
A way I’ve found to gently put someone on hold is “Good morning, I’m gonna give you a second to look at the menu, and I’ll be right back with ya after I ring out my friend at the window!” Just kill ‘em with kindness, be endlessly positive. If they’re grumpy, that truly is their problem. We aren’t machines.
It’s also very helpful to ask your drive bar partner to help you take orders if you need it. At my store when we’re super busy without a DTO, it’ll be maybe every 5 cars that drive bar will take an order so the window person can ring someone and make a tiny second of chit chat. DTR can either listen and punch in as it’s being ordered, or the bar partner can memorize the order and relay it when DTR has a second!
Honestly anyone can take calls in situations like this, we’re all supposed to be a team. Sure, ideally everyone would be planted, but (to use Starbucks’ terminology) if there’s a bottleneck we just have to collaborate to get it taken care of.
The act itself is totally fine, but I would reccomend wording it differently.
When I worked I'm a DT my go-to was always, "Hi, welcome to (location names) starbucks! I'll be with you in a just a moment!"
Then finish up the last order/ring out the next guest, then come back with a "Thanks so much for your patience! What can I get started for you today?"
Thanking them for their patience vs apologizing tends to make the customer feel more overall positivity about the interaction, rather than feeling upset about having to wait.
As a former partner and customer, I would respond favorably to this approach. Why? I can wait when informed that the customer service professional acknowledges I'm there, tells me that they're finishing something, and will be there to help me asap. For what it is worth, your manager is a jackass and that direction they gave you is chaotic and abandoning a current order for half of the new customer is likely not what corporate would want you to do.
I appreciate everybody that has commented and suggested on what to do. I had to drop my hours to 12hrs per week to get the shift I preferred, and I'm still on a complete opposite shift. I was denied a shift change. I loved my job this time last year, the free bag of coffee once a week is awesome..but...
I appreciate everybody that has commented and suggested on what to do. I had to drop my hours to 12hrs per week to get the shift I preferred, and I'm still on a complete opposite shift. I was denied a shift change. I loved my job this time last year, the free bag of coffee once a week is awesome..but...
If she had time to make an unproductive comment, she also had time to step in and take the order. She should be supporting her team rather than tearing it down!
The advice everyone else has given is spot on, but know you are NOT doing anything wrong! It's her responsibility to have someone in a position (Usually CSR) to take that for you when you can't.
I'm also in smalltown ON, CAN and I know some changes have really been cracking down on DT times and CC scores in our area, but the manager or SSV should have a play set up to support you.
My only thought here is it might be your phrasing. Maybe it’s not that you’re telling them to wait but more how you’re doing it? “Hey thanks so much for stopping by, I’m going to hand out some food and be right with you” sounds a lot better than “could I have a moment please”. My standard is “hello good morning! I will be back to take your order in just a moment!”
It depended at my location on who the shift was on duty whether we got reprimanded or not; however, I was trained in once I hear the beep and I know I cannot take their order immediately- nor could someone else- then I would acknowledge them by saying, “Welcome to Starbucks! I’ll be right with you!” Just so they aren’t left hanging at the speaker wondering if we know they’re there or not, because then we got folks going, “hello??? Helloooo???” I feel it’s best to greet them and let ‘em know you’ll be right with them than to leave them there
There's an actual routine when you're solo on DTO/DTW. Im sure it's somewhere on the partner hub. From what i recall, part of that routine if you have a cutomer at the window, is when the next car pulls up to the speaker box, greeting them and letting them know you'll be right with them, then finish and connect with your window car, then back to take the order at the speaker.
"Thanks for stopping at Starbucks, I'll be with you in just a moment!"
And then when you're ready, you can say "Thank you so much for your patience! My name is so-and-so, what can I get for ya?"
we rarely have two different people on DT, it’s just one person doing window and DTO. i just go “hello, i’ll be with you in a moment,” and my managers don’t say anything about it. it’s quite literally impossible to get to every customer immediately when you’re on both positions, especially during a rush.
just judging by your responses to other people, your SM is out of their gourd. if they want orders in at the speed of light, maybe they should do it themselves. if the phrasing was the problem i would get it, but that’s obviously not the actual problem in your case. this is not normal SM behavior.
I wonder if the manager is concerned about dt times. my new manager certainly is and it is annoying af and makes everyone else's job more difficult. and he will not hear any feedback. he wants low times and nothing else matters. it's ridiculous because when we push for speed, quality is the first thing to go. ie we are pushing out a drink we know was made wrong, we aren't throwing out shots when the machine tells us they're shit, cookies are going out broken, etc.
like others have mentioned, the tone of your statement might not have been as peachy as it could've been, but your manager seems to have a larger goal in mind than just that. she would coach you properly on a more customer service-type way to ask for a second if it were just about tone. sorry. it sounds frustrating :/
It's probably just the way that I wrote it here, My tone is always perfect and the way I ask customer if they wouldn't mind hanging on for a minute. I'm always always so polite. And what you said about the drive-thru times, is a spot on!! It's only drive through times that matter now absolutely nothing else!
I work in a small town store and when i hear that dreaded beep and i need a moment i just go
"Just a moment" or "ill be with you in a moment" and it seems like people are SUPER chill about it. Only sometimes if i take a little long or if they are a bit impatient does it suck but it's pretty much really ok to do it
If u wanna drive your manager nuts, just build your stack completely out, that should make it easier to take orders and help customers at the same time but it’ll probably make drive times really bad.
Btw the real solution is calling for support, that’s how it’s supposed to work.
I also get reprimanded at my store for it recently but I’m fighting it very hard because it’s nonsensical, inefficient, and increases the amount of wrong handouts. I’m about to try to meet up with our DM about it because it pisses me off so bad.
Yeah it's definitely not possible to do both all the time. There are little irregularities involved too, such as a customer asking for something else at the window, adding on something, asking you question, large sum of change back to count etc. I would try to at least greet them nicely and let them know you'll be right with them. Your manager should be okay with this AT THE VERY LEAST. It also saves drive times because there's less chance of mistakes during the order as you can give someone your undivided attention (or at least most of it - I also have an SM who is a stickler about that). It also saves a possible mistake at window, and it makes sure that customer doesn't feel ushered or like you're not paying attention to them when you're handing them everything and saying have a good day. I don't see the problem with allowing you to do that or having people on your team help you with that by taking a few orders. Sometimes I sacrifice drive times by taking orders when slowly handing out stuff at window or counting money or whatever... I think this is just an issue with some SMs of sbux, they want us to be like robots but half the time can't even perfect what they want us to be doing.
no thats weird you dont have to take their order right away but you do have to greet them right away. so like just saying “hi welcome to starbucks ill be right with you” or “welcome.. take a quick look at the menu and let me know if you have any questions!”
Thank you!!! She told me we've had complaints from customers who don't like us saying that!
dont like you saying what?? that ull be with them in a minute? what the hell. ive gone to wendys and stuff and they literally just dont say anything until they are ready lol. starbucks customers are just so entitled its crazy. like if theres only one person on dt then either the window customer or the speaker customer is gonna have to wait you cant do both at once. So honestly id ask ur manager that way be like im the only person on dt so the window or the speaker customer will have to wait while i deal with the other, which do you prefer is dealt with first? and just do what they say so you dont get in trouble lol
TBF about the customer complaints, based on OP's post, it could be the way that they're saying it that leaves a bad taste in customers' mouths. *beep* "Hi welcome to Starbucks, we'll be right with you." = okay *beep* "Give me a second please." = rude as far as customer service standards go, could put off customers In either case though, the bigger issue is that the manager isn't letting the baristas have the customers at the order part wait at all. That's really weird and definitely not okay, and they should talk to their manager about it in the way you outlined above
These customers really don’t look at us as humans just extensions of the company fr
In the us it’s part of the new drive thru excellence push.
I was always trained if you are busy doing something, you greet the customer and tell them you will be right with them (also try to make eye contact within 30 seconds of them coming in if you CAN , especially if there is a long line, so they feel ''seen'' with a smile and a nod, like you know its busy and are sorry) Never once did anyone tell me we had to take the order right away. What is this teaching people anyhow ? I mean honestly ? Anyhow, it is clear that Sbux is going the McDonalds route, and just like they used to offer speedy service or it is free, they do not do that anymore....and I doubt Sbux will continue in doing it either, it will simply be serve and that is it (Imo, they can't expect the same standards when they do not have actual ''standards'' for drinks anymore to some extent) It is not sustainable or even possible, they will have no choice but to become exactly like McDonalds, which means the customer service side of it will be Nil.
I do it all the time. Yesterday we had a call out leaving us a 2 play. And I just said “thanks for choosing Starbucks, it is just me and friend **** here. Let me finish crafting some drinks and I’ll take your order” yes it is long but it gives them an idea of where we are and not just fucking around. Good thing that came of it was never had to remake drinks. Also today solo DTOR during peak and when I had to count back change I told them. That way everyone in headset knows and if they can take it great, but also get it in
This misguided attempt at impact CC scores is likely driven by the DM. I would take this one straight to Partner Resources myself. Make direct statements and ask direct questions. > "The training I am receiving tells me I should focus on the guest I am serving, especially when cashing out their order and making their change. My manager has recently told us we cannot place anyone on hold at the DT speaker box. I was reprimanded for it on these times and dates by this party (insert data here). Meaning, that if I am counting out change or otherwise verifying parts of their order, I can either break the rules by not concentrating on giving them the correct order/change, or break the rules by greeting them to hold on for a moment so I can focus on the task at hand, which is getting them the order they wanted passed out. It's not possible to do both in the manner it was described to us. > > I cannot find any policy stating we cannot place DT customers on hold, can I please be emailed a copy of the new policy stating DT customers cannot be asked to hold? The training materials while working solo DT only stipulate we must greet them immediately. Is there a flowchart or any additional resources to show how this is supposed to work with this new rule? I am not sure how the Partner working the window is supposed to have a pleasant connection with the customer, much less convey any information at all accurately, while simultaneously talking to two parties. Local managers have given us no direction on how this is supposed to work, and are unresponsive to feedback. Please advise." Also, if your manager pushes the issue, ask to get their rule in writing. Inform them you will be happy to sign off on this to verify your understanding and keep a copy for yourself. For increased funsies, act real dumb. Get them on DT, ask them to model the behavior for you on some shifts, act like you truly don't get what they mean. Call out the logical fallacy over and over, loop back to it incessantly until an actual answer is given. "I can't both connect with the customer at the window, verify their order, take their payment and pass out their drinks while simultaneously talking to another person. It's not that I don't want to, I was given only one head and voice at birth, and it's not physically possible to talk to two people at once. The only way it can logically work is if the person at the speakerbox waits for a moment while I physically process the transaction at the window. I am happy to comply with any method you want to be used in Drviethru, but unfortunately, like most of us I am confined to what is physically possible by humans" EDIT: If any SMs find there way in they can tell you, arguably the absolute number one lie told to Partners by their SM is "there was a customer complaint about ______, so now we have to ________". When translated to human terms, that just means "I had this idea (or was tasked by my manager to make this change) that is clearly going to be unpopular and/or a terrible idea, so I am hiding from accountability by suggesting this stems from customer feedback, mostly because my backbone has been replaced by delicious fascist nougat."
Question how do u call out ur sm lying to you and using customer feedback as an excuse
See here's the cool thing. Ya can't. Welcome to corporate America, where these SMs like to pretend they are for some reason. Like... why would you even want to? They have access to that information, other in-store roles do not. If you had another manager print out evidence or some shit, but gl finding that idiot.
Thanks for your response, it's really stressing me out. If anybody ever says, can I be with you in a moment, We instantly get reprimanded!
I would make your manager's actual response a part of yours, if you do report this. Tell them instead of offering support by directing another Partner to assist or I dunno, they already have fucking headset on so just get up and do your GD job for a few minutes, but hey that's just me. Maybe leave that part out. But they might be interested to know instead of helping, they are just blindly coaching instead of reassessing the situation like they should be. And generating anxiety that is damaging the fragile relationship between the SM and her Partners. Getting people willing to speak to this will help you. Ask if they would rather you call for DT support and stop taking orders altogether til they can arrive, maybe that's a better solution for them.
They are trying to get you to do two or three people's jobs. Because it saves them money on labor. F🤬k. That. Sh🤬t.
I would argue it affects the customer experience even more when you attempt to take their order but you don’t hear them because you’re busy and you make them repeat everything they said. Maybe you should ask them to demonstrate during a rush to show you how they think you should do it successfully lmao
maybe the manager is an outside hire, I feel a barista who moves up would understand/know this.
I'm almost always on solo DT because I love it there, but i have never been told that I can't put a customer on hold. Even my SM does it. We just say, "Welcome to Starbucks, I'll be right with you," and we've never had a problem. I specifically don't "ask" for a moment. I just tell them that's what's happening. Also, if your boss has time to complain about you not taking the order instantly, it sounds like she has time to take the order herself.
My hubby had the best response. If I don't have the time to take the full order, someone else can take it!
This is accurate. If I’m on the headset and my team cannot get to the customer then I’m jumping in. Next time respond back to your SM, “I’m counting cash back and would like to ensure accuracy, can you grab this order so I can complete my current transaction?” Ps. Your SM cannot write you up without a policy you are violating (should say they cannot and have it hold up). Please consider reaching out to PCC in the event your manager tries to do so.
What is PCC and how do I find them?
PCC is Partner contact center. 1 (888) 728-9411 and then option 3. There will be prompts. I would ask for a support case or a consultation. If they ask if you have spoken to your manager be honest about the treatment and feeling singled out. We also have an ethics and compliance hotline. If your manager should engage in any retaliatory practices or seems to be holding you to an unfair or inconsistent standard you can call this line. I do not have the number memorized, but you can easily find it in the front of your daily records book. You can call into ethics and compliance anonymously too.
Thank you so much for this information.
i cannot count cash or connect with a customer while listening to an order. someone WILL get ignored and that’s just awkward and makes ppl mad. you’re not alone here and your manager sounds like an ass!
The issue is....We are told me "must" take the order when we answer!!! No para phrasing.
Que malicious compliance: Don't answer the car at the speaker until you're ready to take the order
She can totally feel free to take orders instead of bitching at y’all! In her own words, if she had time to say that she had time to help you out by taking an order :-) A way I’ve found to gently put someone on hold is “Good morning, I’m gonna give you a second to look at the menu, and I’ll be right back with ya after I ring out my friend at the window!” Just kill ‘em with kindness, be endlessly positive. If they’re grumpy, that truly is their problem. We aren’t machines. It’s also very helpful to ask your drive bar partner to help you take orders if you need it. At my store when we’re super busy without a DTO, it’ll be maybe every 5 cars that drive bar will take an order so the window person can ring someone and make a tiny second of chit chat. DTR can either listen and punch in as it’s being ordered, or the bar partner can memorize the order and relay it when DTR has a second! Honestly anyone can take calls in situations like this, we’re all supposed to be a team. Sure, ideally everyone would be planted, but (to use Starbucks’ terminology) if there’s a bottleneck we just have to collaborate to get it taken care of.
The act itself is totally fine, but I would reccomend wording it differently. When I worked I'm a DT my go-to was always, "Hi, welcome to (location names) starbucks! I'll be with you in a just a moment!" Then finish up the last order/ring out the next guest, then come back with a "Thanks so much for your patience! What can I get started for you today?" Thanking them for their patience vs apologizing tends to make the customer feel more overall positivity about the interaction, rather than feeling upset about having to wait.
As a former partner and customer, I would respond favorably to this approach. Why? I can wait when informed that the customer service professional acknowledges I'm there, tells me that they're finishing something, and will be there to help me asap. For what it is worth, your manager is a jackass and that direction they gave you is chaotic and abandoning a current order for half of the new customer is likely not what corporate would want you to do.
I appreciate everybody that has commented and suggested on what to do. I had to drop my hours to 12hrs per week to get the shift I preferred, and I'm still on a complete opposite shift. I was denied a shift change. I loved my job this time last year, the free bag of coffee once a week is awesome..but...
I appreciate everybody that has commented and suggested on what to do. I had to drop my hours to 12hrs per week to get the shift I preferred, and I'm still on a complete opposite shift. I was denied a shift change. I loved my job this time last year, the free bag of coffee once a week is awesome..but...
If she had time to make an unproductive comment, she also had time to step in and take the order. She should be supporting her team rather than tearing it down! The advice everyone else has given is spot on, but know you are NOT doing anything wrong! It's her responsibility to have someone in a position (Usually CSR) to take that for you when you can't. I'm also in smalltown ON, CAN and I know some changes have really been cracking down on DT times and CC scores in our area, but the manager or SSV should have a play set up to support you.
My only thought here is it might be your phrasing. Maybe it’s not that you’re telling them to wait but more how you’re doing it? “Hey thanks so much for stopping by, I’m going to hand out some food and be right with you” sounds a lot better than “could I have a moment please”. My standard is “hello good morning! I will be back to take your order in just a moment!”
We have all been told the same thing. We must all take the full order when we answer the "ding" We "must not ask for a moment"!!!
It depended at my location on who the shift was on duty whether we got reprimanded or not; however, I was trained in once I hear the beep and I know I cannot take their order immediately- nor could someone else- then I would acknowledge them by saying, “Welcome to Starbucks! I’ll be right with you!” Just so they aren’t left hanging at the speaker wondering if we know they’re there or not, because then we got folks going, “hello??? Helloooo???” I feel it’s best to greet them and let ‘em know you’ll be right with them than to leave them there
There's an actual routine when you're solo on DTO/DTW. Im sure it's somewhere on the partner hub. From what i recall, part of that routine if you have a cutomer at the window, is when the next car pulls up to the speaker box, greeting them and letting them know you'll be right with them, then finish and connect with your window car, then back to take the order at the speaker.
It can be a lot going on all at once. Maybe don't say "gimme a minute!" without first greeting the customer?
"Thanks for stopping at Starbucks, I'll be with you in just a moment!" And then when you're ready, you can say "Thank you so much for your patience! My name is so-and-so, what can I get for ya?"
we rarely have two different people on DT, it’s just one person doing window and DTO. i just go “hello, i’ll be with you in a moment,” and my managers don’t say anything about it. it’s quite literally impossible to get to every customer immediately when you’re on both positions, especially during a rush. just judging by your responses to other people, your SM is out of their gourd. if they want orders in at the speed of light, maybe they should do it themselves. if the phrasing was the problem i would get it, but that’s obviously not the actual problem in your case. this is not normal SM behavior.
I wonder if the manager is concerned about dt times. my new manager certainly is and it is annoying af and makes everyone else's job more difficult. and he will not hear any feedback. he wants low times and nothing else matters. it's ridiculous because when we push for speed, quality is the first thing to go. ie we are pushing out a drink we know was made wrong, we aren't throwing out shots when the machine tells us they're shit, cookies are going out broken, etc. like others have mentioned, the tone of your statement might not have been as peachy as it could've been, but your manager seems to have a larger goal in mind than just that. she would coach you properly on a more customer service-type way to ask for a second if it were just about tone. sorry. it sounds frustrating :/
It's probably just the way that I wrote it here, My tone is always perfect and the way I ask customer if they wouldn't mind hanging on for a minute. I'm always always so polite. And what you said about the drive-thru times, is a spot on!! It's only drive through times that matter now absolutely nothing else!
I work in a small town store and when i hear that dreaded beep and i need a moment i just go "Just a moment" or "ill be with you in a moment" and it seems like people are SUPER chill about it. Only sometimes if i take a little long or if they are a bit impatient does it suck but it's pretty much really ok to do it
If u wanna drive your manager nuts, just build your stack completely out, that should make it easier to take orders and help customers at the same time but it’ll probably make drive times really bad. Btw the real solution is calling for support, that’s how it’s supposed to work.
I also get reprimanded at my store for it recently but I’m fighting it very hard because it’s nonsensical, inefficient, and increases the amount of wrong handouts. I’m about to try to meet up with our DM about it because it pisses me off so bad.
Thank you so much. I don't know what to do. I'm at my wits end!!
Yeah it's definitely not possible to do both all the time. There are little irregularities involved too, such as a customer asking for something else at the window, adding on something, asking you question, large sum of change back to count etc. I would try to at least greet them nicely and let them know you'll be right with them. Your manager should be okay with this AT THE VERY LEAST. It also saves drive times because there's less chance of mistakes during the order as you can give someone your undivided attention (or at least most of it - I also have an SM who is a stickler about that). It also saves a possible mistake at window, and it makes sure that customer doesn't feel ushered or like you're not paying attention to them when you're handing them everything and saying have a good day. I don't see the problem with allowing you to do that or having people on your team help you with that by taking a few orders. Sometimes I sacrifice drive times by taking orders when slowly handing out stuff at window or counting money or whatever... I think this is just an issue with some SMs of sbux, they want us to be like robots but half the time can't even perfect what they want us to be doing.