Gabi ([info]giggles87) wrote in [info]baristas,
@ 2008-02-27 09:14:00
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Current mood: blah

I'm tired of people assuming that baristas are snooty. Ive come across a bitchy barista or two in my life, but that's bound to happen in any work environment, but to say that all us baristas are arrogant and stand on a pedestal, that's just stupid. We make close to minimum wage, we have nothing to be arrogant or snooty about, and I would never dream of acting that way to a customer nor do I think most baristas would. I don't get all attitudey because someone doesn't know tall, grande or venti, I'm perfectly capable of deciphering what someone means when they say they want a small, medium or large. I think a lot of non-regular starbucks customers confuse correct calling to fellow baristas as rudeness when in fact we're not doing it to show them how stupid they are because OMG they don't  know how we call a drink. I think a lot people (the same people who think they can get the same quality latte at mcdonalds), want to assume we're a bunch of snobs just because starbucks has become a bit of a status symbol. Honestly, I work at starbucks part time as a lowly barista, I don't care about making any customer feel stupid because they don't know our menu by heart, because honestly it's too much effort. This mostly came about because I was at starbucksgossip.com and someone was saying that the training wouldnt work until all the baristas got off their pedestals, or something to that effect. What an ass, I love how the anonymity of the internet makes them feel important.




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[info]kumori
2008-02-27 04:23 pm UTC (link)
I love love love love love you.

this is so true and I wish that more non-starbucks employees knew this. because it makes me sad the way so many people perceive us. it's so untrue.

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[info]cathmac
2008-02-27 04:52 pm UTC (link)
I agree!

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[info]kawaiinose
2008-02-27 05:52 pm UTC (link)
I agree with everything except the part where you say that you make close to minimum wage? Which state are you in? What is your states minimum wage? What do starbucks barista's start at? What is the tip rate at your store?
Having worked a job or two at minimum wage I tend to get a bit defensive when people who make $7+ (plus tips) an hour try and say that its close to the $5.15 (minus taxes) I took home.

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[info]cthulugrrl
2008-02-27 07:31 pm UTC (link)
Starbucksgossip sometimes makes me want to climb through the computer and pound people. I think I might have to quit reading it for a while, at least until that troll who keeps calling us "the help" goes away, because although I know he's baiting us, that kind of crap always makes me scream. I've never talked down to a customer in my life, not even when they were displaying staggering amounts of stupidity. The old woman last week who wanted a latte, ordered a cappuccino, and then held a 15 minute quite pleasant conversation with me where I tried in vain to explain the difference between the drinks comes to mind. She kept saying "So, it's a cappuccino latte, right? That's what I order if I want it like this?" and I kept saying "No, the first drink you had was a cappuccino, the one that was too light? THIS drink is a latte." And yet, I did not make her feel like an idiot for wanting to use the word cappuccino, come hell or high water. I kept explaining in a calm and pleasant tone which words she needed to use to get the drink she wanted. And then I go to that stupid website and see people simultaneously calling us chimps AND telling us we're snobby? Does that at all sound like the unpopular kid in high school telling you that he's not dating the prom queen because "She's stupid, man. Besides, she's a snob." ?

Here's the thing: the tiny grain of truth in his statement is probably something even HE doesn't see. He thinks if we would all admit that we're actually dirt under his shoes and start fawning over him like he deserves, then our customer comes first attitude will truly be customer comes first. He's wrong. Groveling for entitled assholes like him is NOT the message Howard was giving us last night. But there are a lot of baristas in the company who, while otherwise stellar workers, tend to get confrontational with difficult customers. I struggle with the impulse to argue with stupid or dishonest customers every day, trying to JSY because it's my job and moreover because it's the right thing to do, while also not being The Other Starbucks because that makes life difficult for the next barista to serve the assmunch who's standing in front of me insisting that 4 shots and extra hot nonfat milk to the top of the Starbucks logo in a tall cup is NOT a quad short latte but simply a quad espresso. And when we gripe about these people in public, it looks like we're saying we're too good to do our jobs.

There's a fine line between "just say yes" and "please bend me over" and our promise that if we don't make the drink right the first time, we'll do it over, while well intentioned, is going to be an invitation for difficult people to walk into a Starbucks, spend $4, and then have 25 minutes worth of fun torturing "the help." While most baristas I've talked to are cringing in anticipation of the obnoxiousness that will ensue occasionally, the basic concept is sound. Unfortunately, members of the general public who have never watched a barista remake a tall CRF 6 times while the gum snapping teenybopper on the other side of the counter sniggers to her friends and keeps finding things wrong with it, don't understand our trepidation. They think our reluctance to fully embrace "Let us make it over for you" is an attempt to avoid work, not a fear of being taken advantage of.

Sorry, I'm rambling- bottom line: this is why it's better to have communities like this one, where the baristas can come and rant and trade ideas, and not be mocked and put down by the general public who have no idea what it is we do on a daily basis. You need look no further than the people who plaintively demanded that we do last night's training at 3-6am for a crystal clear example of how much they DON'T get.

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[info]cthulugrrl
2008-02-27 07:34 pm UTC (link)
Ok, so I didn't quite get to the grain of truth in the nasty guy's statement, which was that we as baristas DO need to embrace "customer comes first." But the thing he misses is that most of us really ARE trying to do that already, and that the few who are not embarrass those of us who are.

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[info]giggles87
2008-02-27 07:49 pm UTC (link)
It's not just him though, Ive read things on the starbucks whores forum or random customers, or coworkers who have the seed planted in their head that since a lot of sbux customers are snobs, that automatically makes baristas snobs as well. I remember reading somewhere, I believe it was on an lj community of this guy that said he went to starbucks and ordered a large coffee and apparently the girl told him "it's a venti, you're stupid" or something like that, I honestly don't think that ever transpired. I think that was on a terrible customer service community.

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[info]cthulugrrl
2008-02-27 08:26 pm UTC (link)
See, I have to wonder how many of those people who SAY one of our baristas called them stupid for not saying venti were actually those people who belligerently refuse to use our terminology. You know, not the ones who are honestly confused, but the ones who come in and say all nastily, "I want a large coffee. Not ven-tay, but large. Big! Huge! I don't need a hoity toity word for it, either!" and then turn to their friends and say "I refuse to use their stupid words for sizes."

Because although I have never said it out loud, those people make me want to say "It's just a size name, stupid."

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[info]giggles87
2008-02-27 09:23 pm UTC (link)
Haha that's very true.

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[info]alexandra_spy
2008-02-27 11:34 pm UTC (link)
It sort of annoys me when they act all "funny" making up silly names for the sizes, or like how you said, "I don't need to use special words". At our store we will immediately say, "You can say small, medium, or large and we'll translate for you". It works well most of the time. But we do get a few of those who, when you call to the barista on bar , "Grande nonfat latte!" the customer acts as if you've done it to insult them. Sigh.

But, on a positive note, I worked this morning and I feel like the customers were excited for the meeting. They were all asking us how it went, what did we do, was it fun? There was just SUCH a pleasant air in the store today. It really made me happy. Especially when we told one of our customers that we used her for the customer service section. She kept saying she was "so embarrassed" but with a huge smile on her face.

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[info]millionbubbles
2008-02-28 12:36 am UTC (link)
Yeah I had a guy come in and say all that stuff about refusing to use our terms a couple of weeks ago. I had to bite my tongue from telling him he was still buying OUR coffee and to quit thinking he was such a damn rebel. I could careless if they say grande or medium, but don't act like your so cool for not using our terminology and then fork out $5 for a latte. It makes you look like a loser.

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[info]takeawaythegray
2008-02-28 04:16 am UTC (link)
I get annoyed when it's the same customer 3 times a week that tells me every time I see him that our lingo is ridiculous and how he will never say it. When I first transferred to the store he told me he wanted a medium mocha frappuccino, so I called granda mocha frappuccino, not at all trying to be arrogant, just habitually translating in my brain, and he's like no no no! I want a medium. So I explained our sizes, not knowing that he did this a few times a week, thinking he was funny, and he just made me feel stupid. He was messing with me and it irritated the crap out of me. Long story short, I agree with the original post. I don't expect my customers to know the ins and outs of starbucks like I do, and I don't make fun of people for mispronouncing drinks or asking questions that may seem obvious to us, but when customers purposely go out of their way to give ME a hard time...then I get irritated.

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[info]believeitup
2008-02-28 04:41 am UTC (link)
I know it's the spirit of corporate competition, but in Boston, and probably other Dunkin Donuts areas, there's a commercial that makes me want to punch things where the barista is incredibly condescending to the customer who asks for a large by telling her it's a "dieci." The customer's kind of a jerk in the commercial too (from where I'm standing; I can't seem to find it on YouTube), but the best/worst part is at the end when the customer gives up and asks, "So what's a dieci?" and the barista says, "It's a large." EXACTLY. If more people just realized that it's OK to use small/medium/large to order (unless they want a short), I think a lot of the "baristas are snotty" prejudices would be decreased.

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