This TikTok User Goes Viral Online After Blasting The Starbucks Program Created To Punish Employees Who Don’t Connect With Customers
A lot of people know how challenging work in customer service can get, especially when working in food service. Being able to provide a customer with excellent service so that they’ll want to come back is the goal that many employees strive to achieve. However, sometimes this goal gets difficult to achieve as every customer and their expectations are different. The feeling of being able to get the person just what they wanted and strike up a nice and smooth conversation is great, but what if not everyone wants to be bothered, and comes to your workplace just to get their order and carry on with their day?
More Info: TikTok
One of the main goals of people who work in customer service is making sure that the client receives excellent service
Image credits: bfishadow
Having this in mind, TikTok user @benwithabee decided to reveal and comment on a program released by Starbucks created for their employees. In the video that now has almost 80 thousand views, the man points out why this agenda created by the upper management of Starbucks is toxic and doesn’t benefit employees or customers.
One TikTok user decided to share a program released by Starbucks to its employees
Image credits: benwithabee
Ben, who often talks about topics related to employee rights on his TikTok, shared a program that was released by Starbucks management to its employees. The man found it on the Antiwork subreddit posted by a Starbucks employee. The main concern that was shared in the post was that the coffee company found the “connection score” had decreased, meaning that employees don’t put enough effort into getting to know their customers.
The business’s main idea was that employees should focus on getting to know their customers
Image credits: benwithabee
The TikToker found this program to be full of red flags that showed deeper problems with how the company treats its employees
Image credits: benwithabee
The man was straightforward in saying that customers don’t actually need employees to “connect” with them as long as they provide them with good service
Image credits: benwithabee
The TikToker was quick to notice that this isn’t something that most customers want. What they actually want and need is their order being made properly and being treated nicely by the staff. Other than that, he feels that no one really needs forced communication as everyone is aware that this is business, and people are just making transactions. Asking employees to make sure to “connect” with customers is actually covering some deeper and more serious issues.
Image credits: benwithabee
He pointed out that people are aware that this is business and all matters is a smooth transaction between the company and the customer
Image credits: benwithabee
It was noticed that by forcing employees to “connect” with customers, the company reveals some bigger problems related to understaffing
Image credits: benwithabee
Not connecting with customers is seen more as an excuse to why there is a staff shortage. This problem was also reflected in the message. Employees were given the instructions on what to do if they need more hours. Besides the “tip” to create an environment that would encourage customers to come back, they were asked to either take hours that needed to be covered or even ask other employees to give their working time. What was noticed by the author of the TikTok is that such matters should be handled by a manager and not the employee.
Image credits: benwithabee
The TikToker pointed out that workers are put into a tough position while these problems should be solved by their managers
Image credits: benwithabee
A lot of people online agreed that none of them, as customers, want employees to force themselves to chat with them as they are more comfortable with receiving proper service and carrying on with their day. What do you think about this situation? Don’t forget to leave your thoughts in the comments down below!
Image credits: benwithabee
It was noted that those who do not follow the program should not be working at Starbucks
Image credits: benwithabee
You can watch the full video down below!
@benwithabee I’ve had so much fun talking to all of you <3 #antiwork #antiworktiktok #badboss #toxicworkplace #9to5 #thegreatresignation #entrepreneur #hustle ♬ Lo-fi hip hop – NAO-K
People online agreed with the author of the TikTok, emphasizing that they don’t really need or want forced conversations with employees
This topic also encouraged others to share their own experiences and opinions on the matter
42Kviews
Share on Facebook
My local Starbucks turned off mobile ordering so the employees have more time to connect with customers instead of being busy making drinks. What in the actual f*ck?! I don't want to wait 5 minutes for my coffee to be made while another barista has to force a fake conversation!!
Ugh, my Starbucks did the same thing! I don't want to talk to people, I want to get my drink with the least amount of human interaction possible.
Load More Replies...
I think that once your baristas get to know me they'll find, I don't want to talk to anyone.
See, the baristas know me by name/sight because I'm polite, patient, understanding and tip every time. They know me because I'm a "breathing room" customer where they can let some of that constant tension and anxiety go for a moment because I will never be anything but grateful to the people who make me coffee. It's not something forced by corporate, it's that they genuinely can feel "safe" around me no matter what's happening with my order. That's the kind of connecting employees and customers should be doing based off mutual respect, not fake niceties.
This! Yes! They're in customer service and I know they get assholes everyday. I don't want to be one of those. I can't stand to see someone get berated over something that can be easily fixed. I was in a coffee shop near my house (not Starbucks) and this "Karen" went off on the poor guy for not putting drizzle on her frozen coffee. Literally went nuclear and demanded that he remake it so she can watch him herself as well as "to make sure you don't screw it up again". She even tried to get a few people in the shop to side with her. Hell no. When she looked at me, I gave her a tired ass look and said "it's coffee. It's not the end of the world". She didn't like that, but I have RBF syndrome, and was sleep deprived, so I'm guessing she really didn't want to engage with me any further. I told the boy I was sorry he had to deal with that and tipped extra, then asked for the corp number to say what a great job he was doing. I don't normally do that, but he'd had a bad morning.
Load More Replies...
Starbucks isn't like... Lush cosmetics or a suit shop or a vitamin/health store where you may need to "get to know" a customer in order to help them find exactly what they're looking for (of course, if they say 'no!' When u ask if they need help... leave them alone!! Lol) or if they're looking for an item for a specific reason. Like, say I'm at lush n I have allergies but I need a body lotion or body wash that will work for me... I tell the employee these things. They get to know me in that sense.. but it has a specific purpose. Starbucks is a fucken coffee shop. The menu (mostly) speaks for itself. Ppl are coming in for coffee n quick food.. beyond a customer asking "what's in this drink?" Or "is there soy in that cake pop?" ... there is no reason to go any deeper with this exchange. Which is why I use the app.. I don't wanna add 5 min. Onto my trip JUST because corporate wants their cashier to "get to know me!"... you don't pay them enough to go beyond their necessary job duties. Wtf
But isn't getting to know customers part of the job duties required by the ones who pay the salaries? Or is the world so snowflaked that people won't do the job they signed up for; well because they somehow know better or that it's offensive to actually provide customer service the way a company you applied to work at wishes???
Load More Replies...
All I expect from service staff: competence and good manners. So I would like you to know how to do your job, (understanding that there are new people/trainees who need time to learn). I would like you to say things like good morning/afternoon. How can I help you? What can I get you? etc. Saying "here you go," or "enjoy" is nice if it's edible. I don't require you to be super happy, or ask me about myself, or act like we are best friends. Just be civil and pleasant and competent. That's it. The idea that someone on their feet serving customers all day for low pay should be doing anything more than that is ridiculous. It is precisely a transaction.
Cuts both ways doesn’t it? If we are civil, polite and competent as customers and they are as staff then it’s all golden ain’t it?
Load More Replies...
Dear Starbucks, I don't even speak to the people I'm related to, I don't tell anyone my business or daily goings-on, I have extreme anxiety and prefer human interactions to be as minimal and swift as possible. I come to you for coffee, not fuc*ing therapy. Shut up, take my money and give me your overpriced, burnt charcoal, sweaty jizz-sock tasting beverage that's supposed to pass for coffee. Yours, every human ever.
Gears are turned at Starbucks HQ RIGHT NOW! Why did they include a therapy option on their staff training modules? Get your coffee (or something that resembles it from a legal viewpoint), meet the staff AND get your daily positive mental attitude fix whilst you are at it? Starbucks, it’s more than a coffee, it’s a passport to quality mental health!
Load More Replies... Went to a Starbucks today, not something I’m in the habit of doing tbh. The staff were polite but not chatty, they took the order efficiently and made the drinks swiftly and accurately, we sat down with no more information being passed than was required, we said our pleases and thankyous, they said their pleases and thankyous, it all went rather well. That was the relationship I wanted with the barista, I did my job as a customer, she did her job as a barista and we went our separate ways quite happily. Why does our relationship need to be MORE than that? I couldn’t be happier, I’d got the service I was happy with, she seemed happy (although I know the retail illusion all too well), so how should / could we change that for the better? If you start ‘engaging’ with me it’s quite likely that’ll make me uncomfortable, that in turn will guarantee I won’t be back.
Batista and Bar Tender what's the difference? They both make drinks, are chatting with customers and try to get to know regulars. Why so they come back. People who want coffee and go should use a machine or just make it themselves.
Load More Replies...
Me to customer: "So, Starbucks would like us to get to know our customers. Here's a questionnaire I've whipped up for you to fill out while I make your beverage. Oh, and the essay section isn't optional. Try to include as much personal detail as possible. I'll get my hours cut or be sent home if you don't fill it out properly. Do you have a pen or would you like to use mine?"
Polite is good. But as an introvert, anything beyond "have a nice day" just makes me cringe. I would actively avoid places like this, just like I do shops where they pounce on you as soon as you're through the door.
This is why we have a choice you can easily make it yourself or swing through McDonald's for blank stairs and open mouth breahers and a generic hand off. Omg people.
Load More Replies...
I can’t interact with people on a face-to-face basis and it’s not often that I go out anymore because of this. When I do, my last port of call is a Subway or Greggs outlet. I’m grateful for your service and the goodies you supply but when you come across someone who does not make eye contact and has what they want written on a piece of paper, please don’t try to make idle chatter. I’m sorry for being this way but that’s how things turned out.
Yup. I'm at a stage where I can place an order. That is what I focus on, I know the extra questions ('do you want whipped cream on your hot chocolate?' etc). I don't have the mental energy to discuss my life with a stranger.
Load More Replies...
Maybe the higher management people who made this rule should try to work as a barista first and see how engaging they would feel after waiting on their 60th customer during a shift! As long as my drink was made right and the service is good then that's good enough for me. As long as they're not blatantly rude to me then I couldn't care less about how talkative they are with me.
When I place my order through the drive up window I just want coffee, not conversation, OK, maybe "how are you" and "that's a nice sweater". I'm not looking for love, just coffee.
I was the sole cashier at a popular store that was fun to browse. I greeted all the people, and knew the regulars well. Certain days and times of year, it got BUSY. Like, line to the back of the store busy. On those days, I put my head down and ground out transactions, thousands of dollars an hour. I could still smile at the regulars in line, but they wouldn't demand my attention when they saw me hustling. And my managers adored me.
I just want a frappe. That's it. Drizzle some caramel and throw in some whipped cream. I don't need to know everything about who's doing it and I know it's all superficial anyway. No one wants this. Well, maybe a VERY few do, but most of us just want to get it and go. I hate when companies try this marketing approach and blame poor performance on bs like this instead of a direct result of management.
I don't want you to connect with me. I want you to make a London Fog correctly.
You know full well the company model and what Starbucks is about yet u only go so u can b***h. Gmfb
Load More Replies...
So what this tells me is to LIE whenever I get that stupid survey and tell dumb sh*t management what they want to hear. YES my barista totally connected with me. We are now BFF's.
Considering the fact that the majority of people who fill out those stupid surveys are chronic complainers looking for freebies, the results are skewed. We called them “rebaters” when I worked a hotel night audit. They complain about extreme problems with the room, like a toilet overflowing and the water flowing into the carpet—-AFTER spending the entire night in the room and never giving us the opportunity to help them by moving them into another room—-then want their whole stay comped. So going by nothing more than metrics is ludicrous way to conduct business—-especially if you’re then suddenly going to require employees to “connect” with customers. If employees are doing their jobs correctly and professionally, what you should hear from customers is a whole lotta nothing and a few praises here and there. How about, instead of surveys (again, only filled out and returned by “rebaters”), you sit and wait for a customer to contact you? If someone feels so strongly they have to initiate contact, they have a legitimate issue.
Load More Replies...
I just want a cup of coffee and a nice place to drink it. When the Starbux in my neighborhood took a firm "anti-police" stance, threw their BLM politics in my face, and let homeless people hang out there all day, I started getting my coffee at Daz Bog. There - now you know me.
Any Starbucks executives reading. I don't want to get to know your employees. I want in and out as fast as possible.
Millions of people don't realize they can make better Starbucks Coffee from the bag at home. Coffee shop coffee outside of Seattle, Boston or St. Louis is just overpriced burnt coffee. One cup shouldn't cost $8. Oh, and don't get me started on those milkshakes you call a coffee. Yuck.
My local Starbucks turned off mobile ordering so the employees have more time to connect with customers instead of being busy making drinks. What in the actual f*ck?! I don't want to wait 5 minutes for my coffee to be made while another barista has to force a fake conversation!!
Ugh, my Starbucks did the same thing! I don't want to talk to people, I want to get my drink with the least amount of human interaction possible.
Load More Replies... I think that once your baristas get to know me they'll find, I don't want to talk to anyone.
See, the baristas know me by name/sight because I'm polite, patient, understanding and tip every time. They know me because I'm a "breathing room" customer where they can let some of that constant tension and anxiety go for a moment because I will never be anything but grateful to the people who make me coffee. It's not something forced by corporate, it's that they genuinely can feel "safe" around me no matter what's happening with my order. That's the kind of connecting employees and customers should be doing based off mutual respect, not fake niceties.
This! Yes! They're in customer service and I know they get assholes everyday. I don't want to be one of those. I can't stand to see someone get berated over something that can be easily fixed. I was in a coffee shop near my house (not Starbucks) and this "Karen" went off on the poor guy for not putting drizzle on her frozen coffee. Literally went nuclear and demanded that he remake it so she can watch him herself as well as "to make sure you don't screw it up again". She even tried to get a few people in the shop to side with her. Hell no. When she looked at me, I gave her a tired ass look and said "it's coffee. It's not the end of the world". She didn't like that, but I have RBF syndrome, and was sleep deprived, so I'm guessing she really didn't want to engage with me any further. I told the boy I was sorry he had to deal with that and tipped extra, then asked for the corp number to say what a great job he was doing. I don't normally do that, but he'd had a bad morning.
Load More Replies... Starbucks isn't like... Lush cosmetics or a suit shop or a vitamin/health store where you may need to "get to know" a customer in order to help them find exactly what they're looking for (of course, if they say 'no!' When u ask if they need help... leave them alone!! Lol) or if they're looking for an item for a specific reason. Like, say I'm at lush n I have allergies but I need a body lotion or body wash that will work for me... I tell the employee these things. They get to know me in that sense.. but it has a specific purpose. Starbucks is a fucken coffee shop. The menu (mostly) speaks for itself. Ppl are coming in for coffee n quick food.. beyond a customer asking "what's in this drink?" Or "is there soy in that cake pop?" ... there is no reason to go any deeper with this exchange. Which is why I use the app.. I don't wanna add 5 min. Onto my trip JUST because corporate wants their cashier to "get to know me!"... you don't pay them enough to go beyond their necessary job duties. Wtf
But isn't getting to know customers part of the job duties required by the ones who pay the salaries? Or is the world so snowflaked that people won't do the job they signed up for; well because they somehow know better or that it's offensive to actually provide customer service the way a company you applied to work at wishes???
Load More Replies... All I expect from service staff: competence and good manners. So I would like you to know how to do your job, (understanding that there are new people/trainees who need time to learn). I would like you to say things like good morning/afternoon. How can I help you? What can I get you? etc. Saying "here you go," or "enjoy" is nice if it's edible. I don't require you to be super happy, or ask me about myself, or act like we are best friends. Just be civil and pleasant and competent. That's it. The idea that someone on their feet serving customers all day for low pay should be doing anything more than that is ridiculous. It is precisely a transaction.
Cuts both ways doesn’t it? If we are civil, polite and competent as customers and they are as staff then it’s all golden ain’t it?
Load More Replies... Dear Starbucks, I don't even speak to the people I'm related to, I don't tell anyone my business or daily goings-on, I have extreme anxiety and prefer human interactions to be as minimal and swift as possible. I come to you for coffee, not fuc*ing therapy. Shut up, take my money and give me your overpriced, burnt charcoal, sweaty jizz-sock tasting beverage that's supposed to pass for coffee. Yours, every human ever.
Gears are turned at Starbucks HQ RIGHT NOW! Why did they include a therapy option on their staff training modules? Get your coffee (or something that resembles it from a legal viewpoint), meet the staff AND get your daily positive mental attitude fix whilst you are at it? Starbucks, it’s more than a coffee, it’s a passport to quality mental health!
Load More Replies... Went to a Starbucks today, not something I’m in the habit of doing tbh. The staff were polite but not chatty, they took the order efficiently and made the drinks swiftly and accurately, we sat down with no more information being passed than was required, we said our pleases and thankyous, they said their pleases and thankyous, it all went rather well. That was the relationship I wanted with the barista, I did my job as a customer, she did her job as a barista and we went our separate ways quite happily. Why does our relationship need to be MORE than that? I couldn’t be happier, I’d got the service I was happy with, she seemed happy (although I know the retail illusion all too well), so how should / could we change that for the better? If you start ‘engaging’ with me it’s quite likely that’ll make me uncomfortable, that in turn will guarantee I won’t be back.
Batista and Bar Tender what's the difference? They both make drinks, are chatting with customers and try to get to know regulars. Why so they come back. People who want coffee and go should use a machine or just make it themselves.
Load More Replies... Me to customer: "So, Starbucks would like us to get to know our customers. Here's a questionnaire I've whipped up for you to fill out while I make your beverage. Oh, and the essay section isn't optional. Try to include as much personal detail as possible. I'll get my hours cut or be sent home if you don't fill it out properly. Do you have a pen or would you like to use mine?"
Polite is good. But as an introvert, anything beyond "have a nice day" just makes me cringe. I would actively avoid places like this, just like I do shops where they pounce on you as soon as you're through the door.
This is why we have a choice you can easily make it yourself or swing through McDonald's for blank stairs and open mouth breahers and a generic hand off. Omg people.
Load More Replies... I can’t interact with people on a face-to-face basis and it’s not often that I go out anymore because of this. When I do, my last port of call is a Subway or Greggs outlet. I’m grateful for your service and the goodies you supply but when you come across someone who does not make eye contact and has what they want written on a piece of paper, please don’t try to make idle chatter. I’m sorry for being this way but that’s how things turned out.
Yup. I'm at a stage where I can place an order. That is what I focus on, I know the extra questions ('do you want whipped cream on your hot chocolate?' etc). I don't have the mental energy to discuss my life with a stranger.
Load More Replies... Maybe the higher management people who made this rule should try to work as a barista first and see how engaging they would feel after waiting on their 60th customer during a shift! As long as my drink was made right and the service is good then that's good enough for me. As long as they're not blatantly rude to me then I couldn't care less about how talkative they are with me.
When I place my order through the drive up window I just want coffee, not conversation, OK, maybe "how are you" and "that's a nice sweater". I'm not looking for love, just coffee.
I was the sole cashier at a popular store that was fun to browse. I greeted all the people, and knew the regulars well. Certain days and times of year, it got BUSY. Like, line to the back of the store busy. On those days, I put my head down and ground out transactions, thousands of dollars an hour. I could still smile at the regulars in line, but they wouldn't demand my attention when they saw me hustling. And my managers adored me.
I just want a frappe. That's it. Drizzle some caramel and throw in some whipped cream. I don't need to know everything about who's doing it and I know it's all superficial anyway. No one wants this. Well, maybe a VERY few do, but most of us just want to get it and go. I hate when companies try this marketing approach and blame poor performance on bs like this instead of a direct result of management.
I don't want you to connect with me. I want you to make a London Fog correctly.
You know full well the company model and what Starbucks is about yet u only go so u can b***h. Gmfb
Load More Replies... So what this tells me is to LIE whenever I get that stupid survey and tell dumb sh*t management what they want to hear. YES my barista totally connected with me. We are now BFF's.
Considering the fact that the majority of people who fill out those stupid surveys are chronic complainers looking for freebies, the results are skewed. We called them “rebaters” when I worked a hotel night audit. They complain about extreme problems with the room, like a toilet overflowing and the water flowing into the carpet—-AFTER spending the entire night in the room and never giving us the opportunity to help them by moving them into another room—-then want their whole stay comped. So going by nothing more than metrics is ludicrous way to conduct business—-especially if you’re then suddenly going to require employees to “connect” with customers. If employees are doing their jobs correctly and professionally, what you should hear from customers is a whole lotta nothing and a few praises here and there. How about, instead of surveys (again, only filled out and returned by “rebaters”), you sit and wait for a customer to contact you? If someone feels so strongly they have to initiate contact, they have a legitimate issue.
Load More Replies... I just want a cup of coffee and a nice place to drink it. When the Starbux in my neighborhood took a firm "anti-police" stance, threw their BLM politics in my face, and let homeless people hang out there all day, I started getting my coffee at Daz Bog. There - now you know me.
Any Starbucks executives reading. I don't want to get to know your employees. I want in and out as fast as possible.
Millions of people don't realize they can make better Starbucks Coffee from the bag at home. Coffee shop coffee outside of Seattle, Boston or St. Louis is just overpriced burnt coffee. One cup shouldn't cost $8. Oh, and don't get me started on those milkshakes you call a coffee. Yuck.
65
47