Customers take the lead in embracing injustice! MStand employees cried collectively!

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Recently, a social media post titled "MStand Coffee bitterness" has attracted the attention of a large number of working workers, and the comment area has become a "complaining camp" for these employees.

It is understood that the post came from a customer of MStand, who said that during the Spring Festival, he went to a shopping mall branch near his home, and the decoration and coffee were actually satisfactory, but as a chain brand with an average price of 20 to 30, MStand service made people complain.

The consumer mentioned that only two people go to work during the peak order period, and in addition to ordering a single powder to make coffee, employees have to endlessly pour free water to some people who do not order, without stopping the work at hand. But no matter how busy he is, the barista doesn't show any impolite behavior in the face of impatient customers, but smiles bitterly and tries his best to get the job done.

But precisely because they are too busy, there is no one to help order, no one can clear the table, guests have to wait at least ten or 20 minutes to buy a cup of coffee, in short, the management of the whole store is very chaotic, giving people a very poor sense of consumer experience. The reason is that all these signs are obviously caused by the lack of manpower arranged by the management.

Not long after this post was released, M baristas, as the protagonist of the story, also quickly heard the news and appeared in the comment area to thank the netizens who spoke for them. Although they are very tired at work, they will still feel very happy when they meet considerate customers.

With regard to the shortage of people mentioned in the post, many in-service employees have repeatedly said that it is true, perhaps because of the general environmental trend, and the management has been frantically controlling human efficiency since two or three months ago.

According to them, like other chains, MStand is now "squeezing people" by setting outrageous rules and requirements, such as controlling working hours is the most common problem. Even baristas who have become regular baristas cannot guarantee enough working hours without asking for leave for a month and under normal shifts, because the management always has a reason to "cut" all of them, so if they can't even meet their working hours, there is no need to talk about full attendance awards.

In addition, others added that this year's MStand not only did not provide them with any employee New year benefits, not even a single New year's greeting, but also changed the salary structure, with only managers at the store manager level and above giving a quarterly bonus, while other stores with only a base salary for a few months and stores with a large number of orders also had no performance reward. From the perspective of front-line baristas, this is a "disguised pay cut".

However, for most on-the-job workers, production is not actually the biggest headache, because they are already used to this busy schedule. Compared to non-stop coffee making, the most speechless thing for employees is that when they ask their superiors for more staff, they get the answer of "pushing more stored value" and "selling more packages".

According to the complaints of M employees, under the extremely human-efficient management model and many rules and regulations, senior leaders also put forward stringent marketing requirements to each employee, requiring at least one stored value and four packages every day. If you lose one, you have to write a report, check the monitoring of the day, and analyze the reasons for no transaction, and then write down the goal for the next day.

In order to supervise the performance of stored value and package, some leaders even issued words in the internal working group, "if you sell the package well, I will not cut your working hours." For a moment, the workers couldn't figure out whether they were baristas or salespeople.

Picture from: screenshot of Xiao Hongshu

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