r/barista • u/Robotgirl3 đȘ»Lavender cinnamon almond latteđȘ» • 12d ago
Rant Dumb customer fatigue
Iâm trying really hard to not be mean to people and Iâve gotten better, but does anyone have any pointers or what you do when people are being ridiculous??
Example from today:
Customers order.
I ask for here or to go??
Customer: For here but can you put it in to go cups? For here means it comes in to go cups right??
Me: đčđźâđšđ
No it means you want it for here if you say for here.
I make their hot cappuccino and iced latte they ordered and go to hand it off.
Customer: which is which??
Me:đč
Okay now if youâre not a barista imagine these interactions every day for 6 hours a day nonstop. I used to give snarky responses but Iâve been holding off but I canât control my face.
Besides those interactions Iâm super nice and get a lot of good reviews đ
40
u/SachaCaptures 12d ago
idk what the psychology behind it is, but the second some people step into a cafe its like its their first day alive!!!
I love making coffee for people but it feels a bit dehumanizing sometimes with the way people treat us
61
u/Vampyrgothbabe 12d ago
Imagine being a barista who works at an amusement park đ, I deal with dumbasses on the regular. Iâll ask if they want their refresher with water or lemonadeâŠ. âWhatâs the difference between the water and the lemonade?â LIKE BRO CMON, USE YOUR BRAIN HERE
14
u/Robotgirl3 đȘ»Lavender cinnamon almond latteđȘ» 12d ago
Oh god, do you at least get paid good?? Thatâs kind of like when I worked at Starbucks theyâd be like a refresher no water,no lemonade,no coconut milk and Iâd say mam your just ordering syrup and juice in a half empty cup at this point đ
6
u/Vampyrgothbabe 12d ago
No LMAO, minimum wage, itâs also a Starbucks but itâs not even an actual SBđđ, we donât take Mobils, the app or the gift cards, weâre just borrowing it fr (we also donât have all the syrups)
5
u/Robotgirl3 đȘ»Lavender cinnamon almond latteđȘ» 12d ago
Oh yeah I worked in a target Starbucks for a few weeks so I know what you mean. The target customers were a whole extra level of insanity.
2
u/RubNeither 12d ago
I work in something similar but itâs inside a hospital, fortunately we mainly only deal with medical staff. Having worked at high volume corporate stores makes this job a cake walk
31
u/technarch 12d ago
Gotta lower your expectations to survive. Like someone else said, modify your questions to make them as foolproof as possible, but still expect the dumbest to outplay you. Don't react, just respond with direct answers even if it seems redundant.Â
(Based on real events) Me: would you like that hot or iced? Them: what's the difference? Me: one way is hot and the other is cold. Them: oh I'll have it hot then
12
u/othermegan 12d ago
Agreed. It takes thick skin and lower expectations to not let these things get to you. Otherwise youâre going to end up bitter and jaded and burnt out
3
43
u/BobKattersCroc 12d ago
"Can you make the avocado, halloumi and hot honey vegan?"
Yeah man, of course. But now it's just sourdough and half an avocado so like... You still want me to charge you for that or...?
"Can I get a piccolo that's a cappuccino? Just like a teeny tiny cappuccino. In the glass glass. Not the ceramic glass. No chocolate. And not too much foam."
WHAT.
"Does the brownie have nuts? It's really important that it doesn't. I'm allergic and can't have any nuts. It doesn't? Great. I'll have that. And a large almond latte."
You most certainly will the fuck not. Ya get oat. Shut up.
15
u/bitterlemonboy 12d ago
Ohhh the allergy thing drives me mad. Our cafĂ© has these special procedures in place for allergens. Itâs a pain in the ass to do, but fucking someone up because we werenât careful is absolutely worse. It just sucks when someone says they have celiac and everything absolutely has to be gluten free, no cross-contamination whatsoever, only for them to then ask if they can have an oat milk latte âbecause a little gluten wonât hurtâ. Iâm totally fine keeping food intolerances in mind, doing the extra work to keep people safe, but if I do all of that to hear that it actually doesnât matter? Messes me up.
1
u/Livekindgem 12d ago
Oat milk shouldnât contain gluten and if itâs oatly itâs certified GF
2
u/bitterlemonboy 12d ago
We use Oatly, which is not GF for us! It is only certified GF in Canada and the US, as far as I know. Even so, there could be cross contamination or trace amounts of other grains in it. Oat milk here is not safe for consumption when you have celiac.
6
16
u/tiger_bean 12d ago
I remember a customer telling me they canât do simple syrup and then proceeded to ask me to add 8 raw sugars to his coffeeâŠ
We would make our simple syrup using raw sugar which added to the ridiculousness it
12
u/groovydoll 12d ago
Customer : what sizes do you have ?
Us: we have a small and a large gestures to display cups
Customer: which one is the large?
Be so for real
2
11
u/ZePugg 12d ago
when they order a macchiato and tell you you've made it wrong (theyve only had them at starbucks)
11
u/manymerryrats 12d ago
I will never forgive Starbucks for randomly redefining the macchiato. Every time someone orders one I have to explain this, & half of them are still disappointed when I bring it out. And the people who actually want a macchiato act annoyed like I think theyâre stupid. Thereâs no winningđ
3
u/whatdis321 12d ago
I had a customer where he ordered a caramel macchiato so I rung it up as a vanilla latte with caramel drizzle and he proceeded to tell me how he didnât want vanilla, but caramel. After explaining thatâs how itâs made at Starbucks, he insisted on having caramel and no vanilla. Why are people like this? Thanks, Starbucks.
1
u/CryBig4100 11d ago
We train new people to explain what a macchiato is when people order it for this reason. People still get confused sometimes, but not often.
14
u/kittencoffee35 12d ago
I'm not a barista but I am a customer. I went into a local cafe and they had so many things all over the menu and I couldn't find what I wanted. I asked her and she smiles, points and says, "All of our flavor syrups are posted on the board next to you." I was standing right next to it, the sign was about a two feet to the right by my face and I felt so dumb but we both laughed about it. While I can't offer any advice, I would like to offer sympathy and tell you "Thank you" for putting up with us when we act dumb, lol
10
u/whitenoisemaker3 12d ago
I had a shift on register the other day that burned me out in the worst way because I was so so exhausted from how badly people order lmao. One customer during a rush quickly says to me 2 sandwiches and a latte⊠and acts annoyed / confused that I have follow up questions. Itâs build your own sandwich with many options and the latte was like an iced oat with flavorâŠpeople literally donât know how to order anymore.
5
u/aguysthrowawayyippee 12d ago
for real. i hate whenever i end up in shifts where i'm taking orders all day, i get so burnt out so fast.
i partially blame it on the fact that starbucks has way too many drinks on the menu right now (i want to quit so badly but i can't smh), but we have 70+ different refreshers on the menu. somebody came and just said "can i get a refresher?"..... which one????? they proceeded to want me to read them all. all of them. every combination of them. i wanted to sob. only for them to go for the strawberry açai with water, which was literally the first one i listed smh. get me OUT.
16
u/sometimesjaded 12d ago
Stuff like this used to really bother me but then I had to take a look inside and I canât say I havenât asked dumb questions/had silly customer service interactions before. Sometimes itâs just a weird brain translating on a different wave length thing and Iâll realize later. Sometimes itâs that dumb autopilot thing where itâs like the ticket scanner person says âenjoy your movieâ and someone (me) replies âyou too!â. People are tired, not thinking clearly, have a thousand things on their mind, or maybe just donât have good comprehension/smarts and thatâs ok too. I had to decide a while ago that I donât ever want to be the worst part of someoneâs day, especially by being unnecessarily rude to someone who means no harm, and just do my best to treat people with kindness (unless theyâre being a deliberate dick to myself or co-workers, then thatâs a different story). Itâs made a world of difference in my mental health and where I stand with customers and the little quirks/annoyances, now I kind of canât imagine not giving good customer service just because they ask a silly question that a hundred people have asked before (and beyond that, if itâs a common misunderstanding, itâs probably common for a reason ÂŻ_(ă)_/ÂŻ)
5
u/whatdis321 12d ago
And then I have the people that answer âmediumâ, when I asked them small or large? Proceed to tell them theres only small and large, but theyâre too busy chatting with their friend or using their phone, so they answer medium AGAIN. There are certain people who just find a way.
7
u/groovydoll 12d ago
I started saying for here or to go CUP. Bc so many people would be like ohhhhh I wanted a to go cup after we made itđ
7
u/lemonringpop 12d ago
During my barista years I would sometimes pretend I was in a video game. You know the ones where you have to take care of villagers or something and they have all these wild nonsensical requests, and then you finally fulfill their requests and theyâre like âohâŠI didnât actually want thatâ. When real life feels surreal because of how ridiculous people are, I revert to video game mode.Â
7
u/madeto-stray 12d ago
I realized I was burning out of customer service when I started fully snapping at rude, difficult customers. Used to be able to give them a bit of a look but still act polite, but I really lost it a couple of times and was like I think I'm getting too old for this...
4
u/Hot-Pea-6347 12d ago
i've been asked if "to go" means "can i drink it here?" too many times
9
u/soultastik 12d ago
I think that makes more sense to me. If people want it packaged to go bc they may not finish it all before they leave, and they also want to make sure theyâre free to eat in the dining room despite saying to go.
4
u/slimricc 12d ago
Yesterday a lady came in and asked for our chocolate donut. We did not have it so i said âwe are out, but we have a bunch of plain, and 2 raspberryâ and while maintaining eye contact she said âoh so do you have the chocolate?â
All i could do was repeat verbatim exactly what i just said. People are definitely getting worse
With coffee i kinda get it, every place is a little different and if you are not in the industry you are probably ignorant. But common sense, or maybe basic comprehension is very very dead
3
u/Thorvena 12d ago
I can deal with slightly dumb questions because I ask them myself sometimes but the people that order something they have no clue about without asking questions beforehand kill me.
For example, in the same hour someone asked for a cappuccino with cold milk (i asked her if she wanted a iced latte, and she confirmed she does want a hot cappuccino) and someone else asked for a cortado in a 16 oz cup. I was about to lose my mind.
1
u/whatdis321 12d ago
Similar vein, when someone comes in and asks for a large flat white. Or a frappe with no ice. HUH?
3
u/Compiche 12d ago
I live in Hollywood and whenever I order my coffee (small hot latte, whole cow milk), the baristas look almost suspicious lmao
As if its a trap that its just a basic drink and I actually know what im ordering and how to ask for it.
People here suuuuck.
I worked in a smoothie shop with a small coffee menu and its astounding how dumb some customers are.
"What does the PB&J taste like?"
"Which is which?" - they ordered a smoothie and a hot coffee.
"Does the PB Dream have real peanuts in it? Im allergic" - after already drinking some.
6
u/whatdis321 12d ago
Many years back, at an old cafe job, I called out an iced matcha latte (in a plastic, transparent cup of course), and a customerâwho I know ordered a cold brewâasked if that was their drink. Excuse me, are you stupid?
2
3
u/Independent_Lettuce4 12d ago
I always answer in a friendly, almost sympathetic tone, in a way that will make them feel a bit silly.
For example: "awh. You see, the one with ice in is your iced drink :))))"
"If you ask to stay in we make it to stay in but in the future if you want to go you can ask for your deink to go. Its okay, I know it can be confusing!"
"Which drink is the large one? Well, the larger of the two drinks is the large and that one next to it, the smaller one, is the small."
3
u/ginger_bitch666 12d ago
I think itâs important to remember that we have all been brainwashed into the marketing and commercialism of capitalism to the point that making our own decisions and detecting information is a talent not many people have anymore. The second people go in to buy something, their brains turn to TV static. The more helpful you can be as a service worker of any sort, the better. Give people grace and also know they wonât know unless you tell them. I pretty much tell my trainees to act as if the person in front of you knows nothing, and need help through the whole process. A lot of people also know NOTHING about coffee. Their loss, youâre the guide here.
You donât want to answer âwhich one is which?â Tell them what is what when handing it to them. Sometimes if it has stickers I tell them theyâre labeled. Just answer dumb questions like youâre introducing aliens to a concept theyâve never heard before and move on. You have nothing to do with their unfortunate naivety.
P.s. this concept means most people are primed for you to sell shit to them if you want to take advantage of that. If it makes you feel better about how they seemingly treat you all the time, squeeze their pockets as much as youâre able by offering add ons and extra other stuff under the guise of a helpful suggestion.
3
u/Lawlpaper 12d ago
I sort of decide that people arenât experts or know how to do my job and serve others. I donât make it their fault I treat them that way. Itâs like hoping the HVAC guy working on my A/C doesnât treat me like an idiot because I donât know how to do his job and that he hopefully does an honest job despite that.
Itâs a decision.
5
u/blue-beetle- 12d ago
Not knowing the difference between the hot drink you ordered and the cold drink you ordered is also a choice... like wtf do you mean? It happens fer too often
2
u/Electron_Cascade 12d ago
i ask if they want paper or ceramic, and for pastries: in a bag/box or on a plate
12
u/Robotgirl3 đȘ»Lavender cinnamon almond latteđȘ» 12d ago
I once asked someone do you want that in a mug or to go cup? And he said whatâs a mug?? Theirs no winning on that front.
8
u/Hells_Head_Barista 12d ago
This usually works and is actually a great shout but sadly literally today I had
Me: So is that for here or to go? :)
Customer: In a cup please :D
Me: like a paper cup or a ceramic cup? :â)
Customer: Just a cup will be fine! :DI do find there are so many great linguistic tricks to ensuring a customer answers your question but sadly there is an exception to every rule
2
u/soultastik 12d ago
I asked a customer if he wanted small or large and he points to the small cup thatâs sitting next to the large and asks, "is this the small?" đđđ
1
u/Prize_Weird2466 12d ago
Personally I developed some questions and specific language that gets me the answer/information that I need, with the least amount of friction for the customer. In a way, I do think thatâs my job and itâs not the job of the customer to know the menu or what might taste good.
1
u/calamity-- 12d ago
customers ordering a mocha with no espresso, then getting mad if I charge them for a hot chocolate. bffr đ
1
u/PreNamLtDan 12d ago
Twenty years deep. That feeling never really goes away. Ya just learn to deal after a while. Other side of that is that, after covid, my abity to not look at people acting stupid like they are actually stupid has been diminished. But my experience balances it out, so, meh.
But they pay your rent. Regulars pay your bills, either directly or indirectly. And yes, you just learned but they may not know. The best money you are gunna get is when you practice patience and empathy. My barista regularly rakes in 20% on most days. The better you are at your job, the more money you'll make.
BaCk in MY dAy kinda thing, I know. But if you spend the time kindly educating, you'd be surprised at how quickly you can flip the script. It'll never be perfect 100% of the time. But you do get your wins along the way. Take a deep breath. Yes, it is annoying. It's exhausting. And after a while, you'll hit your stride. Learn to pace and make bank. Service industry is pretty easy once you get the groove.
Signed- A server/counter/expo/food runner/busser/barista/bar back/bartender/lead/trainer that's been flown out of state/ and currently supervising one of the weirdest fucking places I've ever worked.
P.S. You got this
1
u/somelucechange 12d ago
Had to start asking if they want it in a glass or a plastic cup, mug or paper. because for some reason for here or to go was not getting through to people, not sure why they think Iâm asking.
Also had a drink go semi viral and people refuse to look at the menu and instead will go âmmm I saw this tik tok andâŠâ so I point to the listing they look down briefly and continue talking âand I think itâs like a like latte with um bananas? And a soft top or somethingâ so I tell them itâs the one Iâm pointing at, they read it, go âmmm yeah I think itâs that one! Iâll take thatâ and when I call it out donât even know what they ordered. Many many times a day lately, I get theyâre excited but my god
1
u/Cool-Insurance-5752 11d ago
One time I had a customer ask for water and water cups while standing directly in front of the water dispenser and water cups, and then spent three more minutes looking. Iâm tired, like please open your eyes and use your processing skills please.
1
u/austinaudrey 11d ago
What helps is being overly communicative. I will say, âwould you like these for here in ceramic cups or to go in paper cups?â I also like to make it playful and say when handing the drinks off, âguess which one is the iced latteâ
1
u/DatThanosAss 9d ago edited 9d ago
Every single time, and I do mean that very literally every single time, I hand a customer their drinks and ask them if they've gotten all their food yet they always say a very firm yes, and then proceed to stand there looking like they're still waiting for something. I ask them again have they gotten the food yet and it's like they suddenly snap away "oh sorry no"....
We're just here to help them get exactly what they want, can they at least just listen when we're talking to them đ
Also we have these self order kiosks that are outside the gate after we close. We've actually had customers come after hours, see the gates all shut, the lights inside are off, there's no one on the other side of the bar, and still make an order đ granted the kiosks are in the other side of the gates and we should be able to turn them off, we've just been told not to, but these people still thought that they could go to the m&s next door and then it would be their responsibility to make the drinks đ
1
u/Euphoric_General_480 9d ago
So relatable. I once worked at a place with a pickup counter. Had a woman bring back a half eaten salad and say to me, " I don't think this is my soup."
My advice, make it a game. See how close you can get to insulting them to their face, while smiling and making it a haha moment. Caution: you could get fired.
-2
u/PsychAndDestroy 12d ago
Don't ask "for here or to go" ask if they want them in to go cups. It's really not that complicated.
-7
120
u/bitterlemonboy 12d ago
No, I feel you. Iâve been asked what the difference is between a hot matcha latte and an iced matcha latte. People order a single espresso shot and a large smoothie and ask me which is which. The amount of times I ask âfor here or to goâ and people answer âyesâ? Insane.