Behind the Line
The day after Starbucks workers met at the Bat Cave we found ourselves working an understaffed morning shift but this time it was different. Instead of feeling the normal frustration, those of us who were at the meeting exchanged knowing glances and began implementing our plan of following every rule, thereby slowing down service. We also whispered to partners who were not in the know to slow down, don’t kill yourself. It was as if everyone took a deep breath and began working at a safe and thorough pace. The effects were instant. The speed of service dropped immediately. We ran out of brewed coffee because we were only brewing when the beeper signaled it was time. Everyone stayed in the positions they were assigned and acted only at the directions of the Store Manager. Every 10 minutes when someone was assigned to clean the lobby, we did a thorough job, ensuring everything was clean and properly stocked. Every drink and food order was perfect.