today was a day i actually felt sorry for my manager. not only did he have to spend nearly an hour on the phone trying to get our POS systems back online, he also had the displeasure of being our district manager's whipping boy for the day.
apparently the higher ups did a tour of some of the stores in the district and my bux fell short on a few things.
included on the list:
- crumbs in the sink
- fingerprints on the register touch-screens (are you friggen' kidding me?!?)
- partners calling out "caramel frappuccino" instead of "caramel frappuccino blended beverage" (previously so long as we didn't say "frapps" or "ice blendeds" we were a-ok)
- barista telling a customer "thanks! have a good one!" instead of "thank you! have a nice day!"
- crowded backroom
- newbie with a button missing from his collar
- shift supervisor with multiple piercings in her ear (she has an industrial bar so they counted that as two piercings instead of one)
all these were in addition to the normal things higher ups complain about: store not clean enough, partners not fast enough, pastries not pretty enough, sugar not white enough, yadda, yadda, yadda.
now i understand that a corporation as large as bux needs to be insistent upon cleanliness and speed of service. i know it's important to have standards and rules and i know customers want a quality product each and every time they shell out the big bucks for their customized drinks. i also know that nit-picking never helps achieve these goals. i'm not saying upper management should turn a blind eye, or that they should lower company standards, but giving us a lecture because our touch-screens (which customers DON'T see) aren't cleaned every ten minutes is ridiculous - as is trying to monitor the way we thank our customers and bid them well.
what the higher ups seem to forget is this: happy baristas = happy customers.
the baristas that give the best service and keep the cleanest stores are the ones that feel supported and appreciated by their management team - including district and regional managers. they are the ones that have no fear they'll be scheduled to open the morning after they were scheduled to close. they are the ones that receive MUG awards when they go the extra mile for their fellow baristas. and they are the ones that are offered promotions in a timely manner, instead of watching un-deserving partners move up the ladder just because they have open availability.
unfortunately it doesn't seem as if the higher ups will remember this any time soon.
partner rant: sorry if we didn't sing your praises when you informed us we could close early on thanksgiving day. i know closing early is a treat but it's hard to get excited when you're only giving us a thirty minute gift. seriously - why have us close early at all? most people i know eat their turkey in the early afternoon - not at 11 at night. so why did you say "good news! you get to go home early and spend the holiday with your families!"? at least have the beans to be honest and say "well, we would have made you keep normal hours, but we knew you'd riot so we decided to throw you an under-nourished bone".