Starbucks baristas are brewing more than coffee these days— they’re brewing frustration! Due to insufficient staffing, most baristas are pressured to shift long hours and customers’ demanding nature. The employees are looking forward to their new CEO, Brian Niccol, being able to bring up some change.
The Crisis next Door: Overworked & Understaffed
So what was the main issue, according to the Starbucks coffee shop’s employees? It’s frustrating to say that there is simply not enough staff to go around. Employers are now asking baristas to do several things at once, hence creating havoc at the back end.
Barista and an organizer of unions from New York Liv Ryan describe the absence of staff and the lack of temperance from customers. She said, ‘as much as possible they need to be handled like royalty, there is this notion that you have to face some rude customers.’ But where or rather how do you make distinction between when a guest is simply grumpy or perhaps when a guest is hostile?
“I’ve been told we just have to handle rude customers, like it’s some weird part of the barista lifestyle,” Ryan said. Yet seriously, is it reasonable for anyone to put up with that?
More Than Just Coffee: Baristas Crying for Clarity
But it’s not only staffing that is causing feelings of frustration. They also want their companies to have better guidelines on how to deal with difficult customers. They said that without outlines, they are stuck when and how to proceed, which causes extra anxiety.
They point out that some stores even require a change in the store layout. Some recommendations of the employees of Starbucks include the fact that Starbucks’ stores may be split between fast-food outlets featuring the mobile platform and drive-through, the laid-back coffee shops. That way baristas would not have to deal with the frenzy of having a calm latte lover right next to a sea of orders sliding in from the mobile application.
From very Special Assistant to New CEO: What’s on the Plate of the New CEO?
Coca Cola’s former global chief operating officer, Brian Niccol, who has recently joined Starbucks, has heard these voices. He’s not new to challenges—having come from Chipotle where he met the same by addressing. Niccol said he is focused on making Starbucks the best place to work to provide the barista with the proper means to produce the perfect cup of coffee and provide ‘Delighting service’.
Part of Niccol’s vision was to make a clean break between “to-go” and “for-here” services, McDonalds’ current offerings. The aim is to remove constraints and make everything easier for the baristas. “We’ll make sure our partners can focus on what they do best: pants and producing incredible drinks & experiences,” he said.
Will Changes Come in Time?
Sure the speeches might sound appealing, but the baristas are still waiting for action to be backed up with Christmas words. The intention is to make Starbucks what many people envision – an environment where baristas are able to work without becoming frustrated employees who fight with their colleagues or managers. To his credit, Niccol has a plan to deal with staffing as well as to make the workplace more structured that would definitely be helpful in dealing with the existing problems. But only time will tell whether the changes will lighten up the baristas—or whether they will continue being short-staffed and bitter patrons.
Final Thoughts
The baristas are making it clear: It is not just an espresso machine they operate behind the counter – they want a better workplace. Perhaps if the rules are written a little more clearly; if there are more employees; if the customers just take a little time to be patient, then the Starbucks experience would be as good for the customers as it is for the company.
Therefore, the next time you sit in front of your Starbucks barista, please bear in mind they are doing the best they can.
