My 1sT DaY WorkinG iN StarBucKs PaViLioN (My NeW StarBucKs HoMe)

I was so nervous the whole day knowing that I will be working in a new environment. Of course, every Starbucks store is actually not the same. Previously in 2005, I had work in many Starbucks in KL and I still have the nervous feeling. I know that it is because it’s not my permanent place, or shall I say, my Starbucks home ( Plazaberjaya Starbucks in 2005) Starbucks The Spring, Kuching was my home as I consider it and the partners that I worked with alongside Starbucks KIA partners were my family(will always be). Now that I’m permanently transferred to Starbuck Pavilion 1, the partners here will be my new family… but still, I really haven’t adapt yet, even the environment is quite differ from my own workplace in Kuching. I was welcomed by them, yet I still feel very nervous, so was them. They don’t know whether to treat me as a new partner or an old partner because of knowing about my work experiences in Starbucks. I became more nervous because they know more about me as I know so little about each one of them. Not to talk big, but they’re really amazed on how I work, even start me “akak”… but when both side ask about our age, some are same age as me, and most are older than me. The first step I took was going inside their B.O.H., preparing myself to start work. Chris (my female AM who I was shock to hear that she is a year younger than me) welcomed me with a bright smile. There is also Rahim (my SM) asking for my size to give me my Christmas Shirt, when she hears us talking, she asks, “Rahim, dia Cina ke? BM dia cantik, smooth jer pronunciation,” I giggled when he replied yes (its obvious he didn’t really read my full name when I fill up my application form). So I replied to her, “No, I’m Malay.” All of them were surprised to hear it.

It was 6pm, when there are 3 partners working closing with me, was in shock hearing that I’m Malay and I from Sarawak. So, we talk mostly about since all of them asking and I haven’t got the chance to ask about them. There are 2 male partners named Hafizsa (quite long working in Starbucks) and Arif (very new, not yet 1 month). Asking silly questions and they are pleasant to work with as they know that I’m nervous much more than them. The 3rd, is a female partner coming in at 8pm. When my AM introduce me to her, she keep looking at me puzzled saying “I’ve seen her before and might know her,” and both said that same word when we looked at each other closer, then both of us screamed! I was so happy to see that it’s Irna, my batch from 2005. We talked a lot while working, updating eachother’s life.

Back to working, I wasn’t been given a till as I’m still adapting on my first day at work, so I mostly make beverages. What was a shocked to me was when customers were blurred looking at me when I’m initiating conversation with them while making their drinks. It’s as if this communicating bonding with customers thingy never happened. Even for the regulars, the partners themselves were surprised to see how smooth and well my conversation with customers, even knowing 3 of their regular customer’s name beside just beverages that I knew from one partner named Dee, asked me to make these customers beverage even before the order was taken. I ask, “What’s the customers’ name?” They don’t know; only know his/her beverages. So, while making the drink, I asked politely, wanting to know him/her, saying that “I’m new here and I heard that you have been one of our store’s regular guest, may I know your name?” and then conversation when on until the beverage is done. I met last week one not so regular but does come to Starbucks Pavilion once a while to online with his Grande Latte ordered, compliment me saying that I am a cool person when we met at Starbucks that day. he compliments me when we were chatting online. I asked why he said so… he said I’m very cheerful and pleasant person, even when I’m not working. I was pleased to hear that so I said thank you to him. Another customer thought that I’m the manager there because the way I treat customers differently; out-shine, warm and friendly, soft and very well-mannered when speaking, and sweet smile. Silently, I’m quite touched…hehehehehe.

I realized that I was being observed by partners here also. I don’t know, but I have the feeling that some were amazed of how well I adapt and make customer feel welcomed, and look at my body action and smiley face where warm and very friendly. It’s true that the way they take customers’ order very different from my way. What I mean is their body languages, and how they speak to their customers when taking order. They just use basic languages, basic taking order, and basic beverages. 8 hrs of making drinks, I only make few customized drinks and it’s only when there’s Rahim as the floater. It’s like I have my own style in taking orders while all of them follow the same style that they observed from perhaps their seniors or from other stores. On the other hand, some might feel intimidated and inferior of me knowing that I’m one of the “otai’ barista, so this kind of thing is easy for me (in their mind). Wrong! It’s hard when you have to do it all over again just because you transferred to a new place where no one knows who you are. I told them politely (just so that they know my intention was good and this suppose to be common), “bonding is essential, when we make them feel welcomed, they will never go to any other Starbucks or any coffee company. They will keep coming here, even if it’s far from their workplace or home. This is what we call “third place”. They love and want to come here and only here because they feel special, like a superstar. They like it when we greet them with their name, ask how his/her day?, know their favourite drink, etc. On top of that, regular customers are much easier for you to promote new drinks & food, up selling (suggest customization to make their beverage taste even better), etc because regulars surely willing to buy new things, to taste new things, and they don’t mind paying a lot because of our extraordinary service.”

The funniest and silly thing happened was around 10pm, it was quite busy (not as busy as Starbucks, The Spring), I was delegated as B2 doing blended beverage, etc. I was just finished filling up 2 whipped cream bottles. When I was shaking the whipped cream bottle, I didn’t realized that there was this foreign guy, very tall, fit, very the C.I.O type, was observing me shaking it. He and his 2 friend was still taking their order, when I was just finished the 2 bottles, I turn around facing toward them and I saw his wide smile gazing at me. I was blushing and wanted to go inside the B.O.H but I was planted at the same time. Chris was making hot beverages. I told her, “Leen malu ni!” She ask why and I told her that this guy was observing me shaking the whipped cream (in BM so that he wouldn’t understand us talking about him) and both of us were laughing. When he was at the expediter and Chris handover his and his friend’s drinks, he told her this, “your friend is hot. I like the way she shake the bottle,” Chris ask him how I shake it and he imitate with his hand how I shake the bottle. She laughs and when he left, she tease me on I shake the bottle… It was funny and embarrassed at the same time…hahahahahaha. The worst part was, he keeps looking at me when I’m standing at where he can see me and smile again and again.

Another one was quite confusing, whether to laugh or be scared by this customer. I was the floater at the moment taking this group of 6 Chinese guys. The one taking his friends orders along his own beverage was very pleased by my friendliness. He compliment saying before he enters in until now he never see me not smiling and giggling with the staff and with other guests. They sat at outside café area near the door. After nearly half of their beverages had been drank, one of his friend approach me when I was bussing the tables near to where their sitting. He came toward me very fast and said these words really fast but I was able to catch every word he said. He said, “I love your ass!” I stood there with a blank expression (because you don’t know what to respond). He smile, and then went inside to order some cakes. I was still blank until his friend (the one who ordered) apologised for his friend rudeness. I just smile and continue bussing. When I was about to go inside, I realized all the while I was bussing, he keeps looking at me, smiling until I look at his direction. So, I continue smiling, look down and walk straight in. I think he felt guilty that his friend said that to me. Even when they were about to leave, he took a last glance at me. I wave goodbye, like I usually do with my customers in Starbucks Kuching. He smiled and wave back.

Since I have not been working for nearly a month because of transferring and family matters, I became tired so quickly, and its only half way of working, not even near to closing the store. My legs and hands were shaking; I can’t even call out properly anymore. My eyes already swollen keep hanging on; trying not to feel sleepy and avoid yawning whenever I can. I keep crunching ice to keep me awake…hahahaha. If I told my partners in Kuching, they will confirm don’t believe that I can be tired so easily, because when I was there, we even have time hanging out eating late at night until 4 or 5 in the morning then we go back to our own home.

Tonight the store close at 1am, I keep thinking that perhaps tonight everyone will sure to go home late since I don’t know the procedure of how they close for each part. I was quite shocked that my café task was so little. I only rearrange the merchandise, stock up the bottled beverages, condiment bars, wipe 5 tables, sweep and mop indoor café (which is very small the indoor café). I did all that in 15-20 minutes. I started at 12.30am and finished before 1am. I don’t need to clean the glass windows and doors (which we Spring partners do every closing shift) and I don’t need to clean outdoor café (which have lots of tables), I only bussing for ashtrays, plates and mugs, and wipe tables. Want to know why? They have their own monthly paid cleaner named Baiya helping cleaning the outdoor café, throw lots of trash, and wipe the glass windows and doors. Wah! So pampered these partners here, right? No wonder all can go home early. I imagine if they close our store (either Starbucks Spring or Starbucks KIA), surely lots of nagging, muttering and crying that they are really tired. No wonder when I told Rahim about how long we close our store by doing almost everything ourselves and constant applying chemical day by longest 1 hr 30mins after business hour. For example, business close at 12am; earliest close everything 12.30am, average at 12.50am and latest is at 1.30am (only when there’s new partner need to teach closing task). He was amazed, seriously…

That’s as much what I had experienced on my first day at new workplace. To think about it, I had fun, in a weird kind way.

Friday, 7/11/2008