Make a mistake! Starbucks 'external POS machine leaks sales rhetoric!

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Recently, when many netizens went to Starbucks stores to place orders, they noticed that the order was different from before, and the screen of the ordering machine, which could only be operated by employees, was changed to face the customers entering the door.

This small change seems commonplace, but it makes the customers at the bar confused. She said that she was surprised and confused when she stood in front of the stand-alone and saw the 68-yuan star gift bag recommended in different scenes on the screen. She did not understand the significance of the move in the store, but misled customers into thinking that they had joined Starbucks.

In response, Starbucks workers explained that "shifting the ordering machines used by employees to customers" is a new measure recently introduced by some stores in some areas.

They speculate that perhaps because Starbucks CEO recently made it clear that it would take it "back to the community cafe position," some management proposed a move to reverse the off-season in order to get employees out of the bar and help customers place orders through small talk. It has also been pointed out that when stores are at their peak, efficiency-seeking customers can also place their own orders to buy drinks through their own order screens, reducing the workload of shop assistants.

But in fact, these individual machines do not have the same simple and clear process guidelines as the autonomous ordering POS machines launched by a certain fast food brand. In the face of the lit ordering screen, most guests can only feel the elephant blindly, and only after a try can they touch the correct button. Therefore, in the opinion of the employees, it is much more difficult for customers to buy drinks by ordering a stand-alone machine than using the official App, Mini Program and so on.

Because of this, the staff revealed that if there are some well-staffed stores, they may arrange for a person to look at the order machine at the bar. In this way, we can not only provide order service to customers immediately, but also prevent guests who do not understand the operation rules from damaging the machine.

But in some single-duty stores, the baristas at the bar will be as busy as a top. After a while, he will appear in front of the bar to assist the customer in placing an order. After the order is paid, he will rush back to the bar to make coffee according to the requirements, and then deliver the packaged drinks to the guests.

Some workers say bluntly that since the addition of this new rule, they often wish they had a "flash" skill on them during the rush hour, so that they could change their positions in a short period of time without having to run back and forth around the bar. "there are a lot of people waiting in line to get in and out of the queue to place an order,"you have to get someone to watch the poser machine when you're busy making drinks," and "I'm really convinced that a person is running around the bar!" .

In addition, the shop assistant pointed out that when the stand-alone is facing the customer, it is inevitable that the customer will mistakenly touch and see the internal information in the system, such as sales skills, which should not flow out, resulting in an awkward dilemma for both sides. Therefore, workers are dissatisfied with it, but also think that the new rule will not improve work efficiency and service quality as expected, but may cause trouble to customers and shop assistants.

There is no denying that if the shop assistant stands outside the bar to greet guests and place orders with them, such a service may give consumers a good impression of the brand. However, experienced workers think that "the imagination is beautiful, but the reality is very bony". This new rule will only make them busier and may be counterproductive, making it impossible for shop assistants to bring customers a better service experience in order to cope with their jobs.

Picture from: Internet

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