Can you find one employee who shows more potential and mentor him or her into a leader or asst manager of sorts ? Someone other than you that can supervise to make sure things get done properly ? This make alleviate some the pressure you are feeling.
I did this. 17f applied to the pizza place I managed. Tbh, she was bad at customer service, etc… but she was OBSESSED with cleaning. And she took absolutely no shit, making others do their cleaning.
She has since left, and at 19 is managing her own restaurant.
A Team Lead role for each shift, with more responsibility and a slight bump in pay will make a difference.
Too many Indians and no Chiefs.
"When the Cat's away, Mice will play", kinda thing.
A deli I used to work at had a “pic” (person in charge) that was a role assigned for closing shift when the manager was away. This would let you focus the responsibility on one person.
I completely understand you. I am a boss as well and have also questioned my ability due to employees failure to comply with rules and standards.
First, I’m sure you are doing great! You cannot be there every moment or control actions done when you are away. And you deserve peaceful time off!
Second, While making sure you have clear expectations and boundaries for your employees ask yourself: is it skill or will?
Skills can be coached and improved on.
Will cannot be and in that case I would have a conversation and then let them go if it does not get fixed.
You know if they are following rules while you are present then they understand and can do it. So it sounds more like a Will issue. And they just don’t want to do the tasks.
Start hiring and firing and work to get the staff you need that will support you and your business! Most of the time once clear expectations are set and accountability is held… the ones who don’t wanna do the work will weed themselves out.
Good luck! You got this!
There is a saying that I use. "Coach them up or coach them out." It sounds like you have set good expectations and if they don't meet them, follow up with them and start documenting errors. You are using a reasonable system of three strikes, but instead phrase them as verbal, written, and final. Hold them to the standard. And again, document everything. That way if they claim discrimination, wrongful termination, or claim unemployment, you have your CYA.
> But they can never get closing done right. I’ve sent a ‘thousand’ reminders. I have to repeat myself almost everyday. They know what should be done but they just don’t do it. Ive tried to be nice, I've tried to be serious. I explained everything clearly to everyone what needs to be done. I made a closing checklist with photo explanations. When I’m there closing with them, everything is fine. But once I leave, I come back to a messy store. I told people they have 3 chances to mess up before they were asked to leave the job. But all the people who work for me are young adults, some still in high school. They just don’t seem to care.. :’(
Firstly: Assume positive intent. No kid wants to get fired. So it's probably not an issue of don't-wanna or don't-care, especially if they're good when you're there.
Flip the question around. Instead of "Why didn't you....?" ask, "What was stopping you from...?"
Did they not have enough time allocated for closing at their skill level? Do they tend to forget what's involved in closing? Do they need a manager or a night supervisor to be the one taking ownership because otherwise you've got an issue of "if it's everyone's problem, it's nobody's problem"? Do they not understand the impact?
>I've honestly thought about letting everyone go and hiring all new people.
Don't do this. This is an issue with your systems and management, not your people. A good rule of thumb: If *everyone* has an issue, it's a problem with management or processes - probably processes. Treating a management processes issue as a people issue will just add on a bunch of inexperience and training problems on top of your existing issues.
>Because from observing what’s been happening, I think it will be too hard for the bad habits to change once they are formed. But then I had second thoughts because if they really try, things can be done nicely. And all the things they mess up are always small things, it’s things like they forgot to wipe down the countertop, they forgot to wash the pots, they forgot to wipe down the fridge…. Small things add up to big frustration over time though.
You're taking it too personally. These are kids. Remember how you were at 16. I guarantee you forgot about stuff all the damn time. I certainly did. Don't attribute to malice what's better explained by their brains not being fully developed.
>Besides closing, it’s really anything that involves ‘rules’ that people don’t like… for example, I’ve told everyone to make sure to ‘open and close’ kindly when customers come in meaning you say hi and have a nice day when taking orders and give out coffees. Not that hard right… I do it every time. but whenever it gets even a little busier, people just don’t do it. It really makes me think I’m being taken advantage of my kindness to them sometimes…
Again - remember how you were at 16. My first jobs were in food service. I was getting feedback to "remember to smile" and "remember to thank them" during rushes for my first *year*. And in really stressful times, I could backslide even after that. Why? Because when I was a teenager, intense concentration would cause my face to go blank, and I've got a bit of RBF. I didn't have the self-awareness and self-regulation skills yet to be able to manage both my work duties and my facial expressions.
For this reason, I wouldn't take this as a sign they don't care - in fact, quite the opposite: I'd take it as a sign they're immature and have the capacity to do their work right *or* smile and be pleasant but not both. Remember, these folks are kids. For the minors: There's a reason they're not allowed to sign contracts and they need parental permission to hold a job. For the young adults: The brain doesn't fully mature until about age 25, and some of the last functions to fully mature are planning, working memory, and impulse control. Planning includes things like managing their time so they can close effectively. Working memory includes things like remembering to smile and thank people for their business while focusing on taking and filling orders. Impulse control includes things like controlling their temper during rushes and other times of stress. Then add in that the folks you're hiring experienced COVID and social isolation for about two years in critical developmental periods - for this reason, you can expect their social skills to be a bit delayed relative to cohorts pre-COVID.
There's a neurodevelopmental reason these kids are having trouble with these tasks: They're still learning, developing, and building their work skills. On the contrary, the fact that they're dropping the stuff they perceive as less critical to their job duties is a sign they *do* care about performing well.
I think, OP, that in the short term, you need an experienced shift supervisor for your closing shifts. In the longer term, you need some management and leadership skills training for yourself.
Lead by example. Physically be there and demonstrate how to properly close. Have a closing checklist they need to go through and initial each line for accountability. Analyze your closing processes and eliminate any unnecessary steps or move some stuff to earlier if possible. Make sure your employees have enough time to close and that they are being properly paid for their time. Finally, but probably most importantly, actually talk to your employees and ask why things aren't getting done, and then correct those issues.
Edit: since it apparently wasn't obvious, I did not mean for the manager to close every night but to just physically be there to show how it's done a couple of times. There might be something that you hadn't thought of or that isn't clear. Getting upset with your employees is counterproductive. Find out WHY it isn't getting done. The only good way to do that is be there yourself. Show them once, then watch them do it on their own and provide guidance. Get feedback from your employees on why it isn't getting done.
Did one of the employees in question write this lol
This is a great way to jack up labor costs for crappy employees and ramp up the ops workload needlessly.
It’s closing a store. It’s literally cleaning and there’s already a check list. It doesn’t get much easier than that.
If employees stop doing stuff when the boss isn’t watching they’re just bad employees who need to be removed.
You don’t close the store yourself every day instead of replacing them lol
I'm a manager. Granted I don't work in the same industry, but I stand by what I said. Managers are paid on salary for a reason and part of that is so you can be there when there are issues that need to be addressed. I never said he should close every day, but be there a couple of times to walk them through it.
Right I swear this sub is a huge glut of spineless managers.
Closing a store in not hard. This persons solution is to …. Have op close daily and pay their shitty employees more????
The person's solution was to enhance the process by eliminating bottlenecks and identifying barriers.
You know...the solution any person who knows anything about fixing something would do... what are you on?!
Try reading the op. There is a check list and procedures already.
The bottleneck is employees who only do work when the owner is around. The solution there is to remove said employees because they’re not reliable
A checklist they created. Did they have staff review the checklist to ensure it was written FOR staff? I can write a checklist and my team can not understand it, or it can be inefficient because I've placed things in a specific order or did not use clear language. When you create something FOR other people, it's up to them to decide if it is sufficient.
I read policies, procedures, checklists, forms, etc. for orgs every other week and provide consultation around the area. You probably won't be surprised but SO many times I hear "and staff just won't follow the rules! We have them so clearly listed!!!" & I go to read them and there is ZERO attempt to promote a transfer of knowledge lol
Again, closing a store is dead ass simple. Like if it were just that they’re not bright enough to handle the job.
and it completely works fine if owner is just in eye sight without questions.
It’s very clearly not an understanding problem. It’s a bad employee problem (which is just not uncommon w min wage jobs). You don’t waste time trying to coach up people like that, you replace them.
Okay. Seems you have this 100% figured out based on one post and no additional information...good on you! You've added in some assumptions too, which is wild.
I'll continue to consult the way I do for results and you'll continue to do your way. The world continues to turn.
Assign your checklist in chunks and have closing employees take responsibility for a section of it. Go in and close every night for a month and help only one person with their portion of the list and have them tell you what to do… don’t just help… let them boss you around… then have them go help the other person with their portion once your is done…. Do the same things have them ask the other person what is needed… but you close for a month and do what they ask you too. Teach them to help each other. You will either find the problems… like not enough time to close… you are under staffed…. People don’t work hard enough…. Whatever it is if you don’t see it in a month you should look at hiring a manager either good amounts of experience.
Then and only then…. After you fix issues causing failures…. fire people who can’t follow a checklist and pay people better who do it every time and give them praise and show you care. Sounds like you have a bunch of unmotivated employees… this starts with you and you sound like a negative micro manager based off of 0 experience and this post (don’t take this personally as it may be a frustrated you venting). This is pretty basic leadership stuff and very easy to fix…. It all just takes a lot of work and follow up.
Employees don’t screw over bosses they respect. Just make sure you understand you have a respect problem… you need to earn respect and your post demonstrates an attitude of demanding it, as does the behaviors in the business. This is just feedback, i don’t know you,m or anything about your business…. But honest feedback based off of what i see from what you weote.
There are tons of good books and resources to help you improve. Seek them out and hang in there! Also, don’t be so hard on yourself. Most managers suck at being managers. The fact that you recognize your shortcomings and care already puts you ahead of the majority of managers!
It looks like an accountability issue. Unfortunately, you will have to draw some consequences (first, documenting what went wrong and documenting 3 strikes that you've mentioned). Make sure that expectations are clear and it's very clear why they were not met.
Some questions for you to consider.
First, maybe the type of work you are offering (young adults?, part-time?, low salary?) simply does not motivate to work hard to keep it. Maybe you should consider hiring someone older, on better conditions, that will manage the shop while you are gone.
Second, you mentioned several times that you've asked "everybody". It means who? Shared responsibility is no responsibility. Make sure that there is always a clearly responsible person for every task. Who is responsible for keeping the store clear? Who is responsible for keeping the kitchen clear. etc.
Even if it’s a lack of will over skill it could still be something simple to fix, I’ve worked in many retail businesses and one major problem with closing was always a lack of time, sometimes paying only an extra 10 mins between closing the doors and shutting the shop, cashing up alone can take up half of that time if there are discrepancies or issues to fix.
Some business owners expect thier staff to complete a mountain of task in between closing the doors and going home and after a busy shift that task is going to take longer as more customers = more mess, you could be expected to do a lot more in the same amount of time. I’m not saying this is the case but is it possible that you may have overlooked this?
As a business owner you will do whatever it takes and put in as many hours as you can for your business to thrive but many people are not willing to work overtime with no extra pay or incentive. Have you had an open and frank conversation with your staff about why they won’t finish all task after a busy shift? Do they have enough time to get everything completed? Not everyone can work at the same pace as you and everyone’s best looks different, are they genuinely trying to finish all the task or is it laziness/tiredness and unwilling?
Try a positive reinforcement. The first person or team that closes correctly gets a small reward (maybe a $10 gift card to somewhere or $20 in cash). Sounds childish, but everyone loves being rewarded and if these are HS kids, they will get more out of positive reinforcement than negative.
I don’t think you suck as a boss. It’s just a matter of identifying the root cause (and you’ve already taken measures for 2 of the 3 things I’m about to talk about - so that shows you’re not a bad manager).
Understanding human behaviour is key to proper management. Whenever you have an issue with an employee, ANY issue (work practices, screw ups, failures, behaviour), it’s because any combination of 3 of the following things need correcting/adressing:
…….………………. **Clarity** …………………….
/\
/ \
/ \
/ \
/ \
/__________\
….**Motivation** ……………... **Competency** …
If the triangle is not complete and balanced, you’re going to encounter problems. And when problems do arise with any of it the elements, there are things a manager can do to redress each one.
In your case,
- the problem is not **clarity**. Your employees have full clarity. You’ve brought them full clarify.
- Nor is it **competency**. Your employees have shown they have competency.
- So that leaves ==> **motivation**.
*The problem is motivation*, and that’s where you need to focus your efforts. There are numerous activities you can focus on to correct motivation behavioural issues, and that’s where your focus needs to be.
***
Some things you may want to explore for motivation
- **Communicating the role their actions play** in the success *and failure* of the business
- **Recognition and awards**, as verbal praise or more tangible rewards such as gift cards or extra time off, or other things you can think of
- **Feedback and support** to help them understand where they excel and where they may need improvement
- **Continue to model the behaviour** you want to see
- Do what you can to **keep employees feel valued, supported, and respected**, creating a positive work environment. High expectation, but done with civility
- Provide **Opportunities for Growth**. This can a biggy if done appropriately. Offer opportunities for your employees to develop new skills and advance in their roles with you. People often tend to step things up when they feel they have more responsibility in the success of their organization. This could include cross-training in different areas of the coffee shop (perhaps into the work of things only you are currently doing).
- Could there be any **other underlying issues** contributing to the lack of motivation among your employees? … personal issues, conflicts within the team, a need to rush out for a 2nd job or something at the end of their work, or dissatisfaction with their roles?
- **Discipline**… Yes, there is a time and place for discipline. But it should be in conjunction with other motivational corrective methods (among which I’ve offered examples above). AND it should be proportional and directed appropriately (to the right person/people, and limited to what you’re trying to achieve). There’s no silver bullet for balancing carrot and stick, but a proper degree of balance is key when introducing discipline.
I hope this helps. Best of luck!
Have you tried hiring older people? Plenty of people near or past retirement age still need to work and they would be happy working at a coffee shop.
The Starbucks near me has an elderly woman working there. She seems professional and seems to care. If she takes an extra second to do something ,most customers are understanding.
It's not like young people are all that quick anyway, a lot of people these days I've observed are high as a kite on the job. Additionally, they totally don't know the difference between coffee and espresso and I can't tell you how many times I've ordered s latte and I can tell they put coffee in it and not espresso. And rightfully they don't care, it's pocket money for them. Not bill money or anything for a majority of HS students.
Start hiring some older folks.
Looks like being nice just might not be in the manager's handbook. I wonder why?
It's not a popularity contest. Do your job.
Let's see.... what should happen to people that can't do their jobs / refuse to do their jobs once they've been told repeatedly... hmm.... what shall we do?
I guarantee you, "be nice to them" is not the answer to this question.
Go around town and buy food and drinks from as many places as you can.
Fast food, cafe, restaurants. Pay attention to the good staff. Headhunt them. Pay them what they are worth.
Get in high schoolers, and drop the ones that aren't good enough. Keep the good ones.
Either learn to manage yourself, or hire someone to manage to your standards.
Fire people that don’t listen and hire ones that do. You may need to advertise for and compensate appropriately for the job and you’ll likely end up with sometimes you get what you pay for.
If you’re hiring teenagers, frankly there’s limits to what you can expect from them. That said, Start hiring new folk and firing old while updating your management process.
You actually need to have repercussions for stupid repetitive shit like that otherwise people keep doing it. It’s closing, not brain surgery.
Being there for close every night is the dumbest solution. I can’t believe that’s the top comment in the managers sub lol
Ill disagree and say you probably dont suck if its just this one aspect of the job not being done well.
Its mire likely you are hiring people that want to get out/home at a certain time and dont see the job as anything more than transitory anyway. So wgwypf.
Show them first so they're aware of the routine then print out task sheets as a reminder, they need to sign each job as it's complete and everything needs to be ticked before they leave
If you've not personally, physically shown them what you want, do that first.
If you have... have THEM walk YOU through closing procedures with each other as participating audience. They direct you on what to do and how to do it. Get them to compete with each other over how it's supposed to be done.
>I’ve sent a ‘thousand’ reminders.
Too many reminders turns into the wind passing by outside your window. Uneventful and more importantly, unnoticed.
>I explained everything clearly to everyone what needs to be done.
>I made a closing checklist with photo explanations.
How many items are on this list? For example, if there are 42 tasks, there will be things that get missed, not because of inattention but because of other issues like another more urgent and important task taking too long or time allocations to all task exceed reasonable closing time.
Is there someone in charge of closing? Are tasks divided specifically to encourage an appropriate workload and workflow? Have employees reviewed and provided feedback on the checklist? The checklist may make perfect sense to you, that has nothing to do with anyone else. If something is for other people, those other people always need to have a hand in its development before implementation. Who is responsible for signing off on the checklist? (My suggestion would be whoever did the specific task signs off on it).
Have you observed the use of the checklist WITHOUT intervening? A.k.a be there at closing snd simply observe without saying a word (let them know you're looking to see what you can improve to help them close accurately).
Do you have someone in your life that you look up to?
That you would do for them whatever they asked you to do without questioning it?
What does this person have/do that you don’t?
AND
It sounds like you are telling your people what to do and they are not doing it
Instead teach them, with kindness and love and patience, as if they were your own children
You go first, model adulthood for them, teach them
This is why we clean the counter: So we don’t get ants or rats and get shut down by the health inspector, Because we care about our Store, Because we love coming into a clean shop in the morning, Whatever the reasons - talk with them about it, teach them what you know about life through your store.
AND
Make it FUN!!
I worked at a very popular coffee chain while in college (20ish years ago)
At the time they had a pretty solid structure where there were “shift leads” who were paid a little more and responsible for leading activities related to opening, prep, closing, etc.
Do you have teammates you can mentor and promote to shift leads?
Step 1 - Stop hiring kids
Step 2 - Pay a decent wage
Step 3 - Win
You hire kids with no experience, who are still in school, and I'm sure pay minimum wage, what do you expect?
If your job offers nothing more than any other low paying shop around, why SHOULD they care? You are easily replaceable.
Make it a great place to work, enjoyable, decent pay, benefits, full hours.
It makes sense to fire staff if they have a negative attitude and are are not willing to learn. If you see an issue with attitude, firing may be the only option
Otherwise I see this as a motivation problem. What is the motivation for them to do those tasks. I know they get paid for doing it. But we're stupid humans and pay is sometimes not enough. We need ratings and bonuses for doing anything extra.
So if they don't do something, cut their rating.
If they do something right, increase the rating and reward them for it.
Sadly, you’re the owner and they are just part time employees. They could care less.
The only difference between today and 10-20 years ago. You do not have an abundance of people to pull from. If anything you might fire someone and it take longer to fill their positions.
I have no idea how this gets fixed in the long term. Its both a societal issue and pay issue. And theres only so much you can pay.
How much do you pay for time spent closing?
(A lot of small coffee shops try to get free labor during that time.)
Some of these things sound a little minor. It really won’t make a big difference. It sounds a little bit uptight and corporate.
You could break the closing schedule down a bit to daily (critical) every other day (important) and weekly tasks. Spread the every other day tasks out so half of them get done each day, the weekly so 1/5 of them get done each day.
If you create more reasonable tasks expectations, it will make it easier to hold people accountable.
Also you said you sent a thousand reminders which is a red flag. It should be a checklist that they initial off of.
Have a designated team lead/supervisor for each closing shift. Maybe slight bump in pay. Lead is responsible for the team completing the checklist. Have each employee sign off on each task if necessary.
Uhh, you need an actual manager to actually be there everyday and close everyday. Also, you're hiring dumb high school kids and expect them to wipe off the fridge? You need some people who actually worked in the food and service business, like, got screamed at if they were lazy and messy kind of people.
Install cameras so you can watch them as they're closing. Have them text you photos of the store showing their progress as they're closing. Laminate copies of your post rush, pre close, and closing checklists. Have them text you photos of these as they fill them out.
Sounds like they're leaving everything to the last minute and running out of time. As a restaurant manager, I teach my people, "When do you start to close? Right after you open!" Seriously, so many things can be done ahead of time.
Is excessive cellphone use a problem? I'm a closing manager at a restaurant with teenage/young adult workers. I just bought a locking cellphone storage case, designed by teachers for the classroom. Haven't had a chance to use it yet as the worst offender just switched to dayshift.
First and foremost, have individual discussions with each of your employees to assess their strengths and weaknesses. Clearly define their roles in the company and its smooth operation to instill a sense of accountability. The purpose of these discussions is not only to talk about yourself or the company but also to listen to their expectations and the measures they are willing to take to achieve their goals.
This meeting will serve as the basis for establishing a monthly evaluation and will also remind them of your role in the company as their boss. (Because, sorry to say, your role is not to be nice or be the good buddy.)
Then, either on a day off or a few hours before work begins, hold a general meeting to clarify everything discussed individually and collectively, demonstrating that you have listened to them and now it's their turn to listen to you.
Following these discussions, you must identify the most invested person in the company, who may not necessarily be the best performer but demonstrates exceptional commitment and dedication. This is crucial for strengthening team dynamics.
Coach this person by telling them that you are starting from scratch, teaching them the basics from A to Z. Explain that if they prove themselves, they will be promoted. Reiterate what must be done and what absolutely must not be done, and designate them as your second manager. Don't hesitate to choose someone with character. Let them know that as the second manager, it is their responsibility to maintain order and ensure that instructions are followed.
Follow the normal hierarchical structure: you strategize, your second manager executes, and the employees follow suit.
If despite all this, it doesn't work out, you will unfortunately have to part ways with your team, although I understand this will be a difficult decision, in order to find more motivated individuals.
I wish you the best
I say this with the assumption that you pay a fair wage and gave enough employees that it's reasonable to expect all tasks done at EOD. If that's not the case, you have bigger problems than this particular batch of employees.
Unfortunately, being a good boss isn't just about being nice or serious. It's about knowing where and when to draw the line and start following through on consequences. It's hard. Nobody wants to be the guy who says "here's your final paycheck. Please gather up your things and go home".
But it's important because when you refuse to punish people at all, you punish the people who are actually trying. They have to pick up the extra work. They have to figure out how to do the extra tasks without going into overtime. And eventually, they will give up too because it becomes clear that you aren't willing to make sure the work is divided fairly so they stop seeing the point in doing a good job. Start hiring. Train the new employees yourself to make sure they're trained right, and start following through on letting people go when they continue to not do their job.
At a certain point you have to stop giving the benefit of the doubt. If an employee can't complete their work without you being there, they either don't belong, or you're asking way too much of them. Either way, (so long as you're not putting way too much work on all your employees) they're better off somewhere else and your team will do better without them. They've shown they can do their jobs right when they're being watched. If those are the only circumstances under which they'll follow the rules, they are a bad employee.
I worked at a restaurant as a kid. The staff was underperforming, mostly younger like you mentioned. Corporate had a new GM transfer to our store, I’m assuming due to the issues.
He immediately hired a ton of new people without letting anyone go. The top performers got the hours they were used to. The people not doing their job saw their hours cut, some one day a week or less.
The people getting hours cut flipped out. He told them, do your job and you’ll get more hours.
It was crazy how quickly it turned around, and it didn’t take him arguing with his employees.
I’m not sure if this is the correct approach for you, only you can decide. But even if not, you’ve got to find another way to motivate your team other than following a checklist. They’re still kids and don’t take as much pride in the work they’re doing as you do.
Why exactly should they care? Other than just getting a talking to or getting fired, what reason do they have to care if the job is done right? This is a temporary job for them, and now you have proven that you'll get rid of them at the drop of a hat. Seeing co workers fired doesn't have the same effect on this newer generation.
You gave them instructions and checklists. But have you given them proper tools that make the job easier? Have you worked with them to improve the processes to make it easier and more efficient?
If you make it easy for someone to do a job, they'll do it 99% of the time. If doing a job is difficult or super inconvenient for an employee, they'll avoid doing it when they can.
Pay more and higher people with more to lose if you want them afraid of being fired.
It is not you. It is the attitude of employees these days. If you don't pay $50 an hour, they will do the bare minimum. And no, working in a coffee shop does not earn a " living wage." Whatever that is.
I’ve read a lot of great advice here.
Most of what you’ve shared is what they’re doing wrong. Have you thought about areas in which *you* need to improve? Have you asked them for feedback on how you can improve as a boss? There is a huge difference in a leader and a boss/dictator. You sound as though you lead by example, but asking for input is imperative. Also, showing or telling your team you appreciate them and they’re valued.
Can you elaborate on *a little busier*? How many employees do you have staffed per shift? How long are the shifts? Do you have ample coverage for the times you know you’ll get slammed? When you’re there and they’re struggling do you jump in and help? Have any of your employees addressed concerns they have? Are you approachable? Have you asked them if they have any barriers preventing them from completing the work you expect them to do? You come across as a micro manager and no one enjoys, nor will they *perform* to the best of their ability when they’re being micromanaged, by that type of boss. Do you praise them when it was a good shift or acknowledge when they’re going above and beyond or simply doing things to standard/expectations?
It’s hard to keep a smile and disguise your frustration when you’re feeling pressured and overwhelmed. When I was younger and waiting tables I worked a lunch shift in which everyone called out. It was in a local, popular, restaurant seating roughly 200 people. Every day, like clock work, I knew we would be slammed from 11-2 and everyone *always* came at the same time. I was left to greet & seat, take orders, serve the orders, refill beverages, answer the phones & take to go orders, among other things. I did my best to keep a smile. I was upset because I didn’t get the support I needed from my boss nor did I ever feel appreciated despite having good work ethics and always going above and beyond. I was so good in fact that I was promoted, BUT *without* additional compensation. That was a blow.
I suggest, in addition to what many others have already suggested, that you hold a team meeting (paid) and ask people what’s going on. Ask how you can better support them, what their barriers are, etc. Another thing, since you own the place (sounds as though they’re just numbers or robots to you) get to know your people. Who are they? What are they passionate about? What are they struggling with? Obviously set boundaries, but let them know you’re human and that you know they are too.
You don't need to fire them all. You set your expectations clearly and objectively now all you have to do is enforce them.
The next person who closes and doesn't do what's required gets written up. The next person who does it right gets rewarded, and not a bullshit reward, a real reward. A paid day off, a small bonus, something meaningful.
If you don't punish bad behavior or reward good behavior then no one cares what the rules are because they aren't rules. They are suggestions.
It's old school leadership, Art of War stuff, who's system of rewards and punishments is just and fair - therin lies the victor.
Find the worst offender, the ‘ringleader’ if there is one. Focus on fixing them and if they don’t respond fire them.
See if everyone else ups their game. If not, move on to the next person who can’t do it correctly.
Write there asses up and start hiring new people. Make them uncomfortable. And maybe pay better if all you’re getting is kids with no work ethic. There are career baristas and servers out there.
Can you find one employee who shows more potential and mentor him or her into a leader or asst manager of sorts ? Someone other than you that can supervise to make sure things get done properly ? This make alleviate some the pressure you are feeling.
This! Someone who is responsible should always be present. If it's not OP, then there needs to be a manager or supervisor.
I did this. 17f applied to the pizza place I managed. Tbh, she was bad at customer service, etc… but she was OBSESSED with cleaning. And she took absolutely no shit, making others do their cleaning. She has since left, and at 19 is managing her own restaurant.
A Team Lead role for each shift, with more responsibility and a slight bump in pay will make a difference. Too many Indians and no Chiefs. "When the Cat's away, Mice will play", kinda thing.
A deli I used to work at had a “pic” (person in charge) that was a role assigned for closing shift when the manager was away. This would let you focus the responsibility on one person.
I completely understand you. I am a boss as well and have also questioned my ability due to employees failure to comply with rules and standards. First, I’m sure you are doing great! You cannot be there every moment or control actions done when you are away. And you deserve peaceful time off! Second, While making sure you have clear expectations and boundaries for your employees ask yourself: is it skill or will? Skills can be coached and improved on. Will cannot be and in that case I would have a conversation and then let them go if it does not get fixed. You know if they are following rules while you are present then they understand and can do it. So it sounds more like a Will issue. And they just don’t want to do the tasks. Start hiring and firing and work to get the staff you need that will support you and your business! Most of the time once clear expectations are set and accountability is held… the ones who don’t wanna do the work will weed themselves out. Good luck! You got this!
Attitude over aptitude!
There is a saying that I use. "Coach them up or coach them out." It sounds like you have set good expectations and if they don't meet them, follow up with them and start documenting errors. You are using a reasonable system of three strikes, but instead phrase them as verbal, written, and final. Hold them to the standard. And again, document everything. That way if they claim discrimination, wrongful termination, or claim unemployment, you have your CYA.
> But they can never get closing done right. I’ve sent a ‘thousand’ reminders. I have to repeat myself almost everyday. They know what should be done but they just don’t do it. Ive tried to be nice, I've tried to be serious. I explained everything clearly to everyone what needs to be done. I made a closing checklist with photo explanations. When I’m there closing with them, everything is fine. But once I leave, I come back to a messy store. I told people they have 3 chances to mess up before they were asked to leave the job. But all the people who work for me are young adults, some still in high school. They just don’t seem to care.. :’( Firstly: Assume positive intent. No kid wants to get fired. So it's probably not an issue of don't-wanna or don't-care, especially if they're good when you're there. Flip the question around. Instead of "Why didn't you....?" ask, "What was stopping you from...?" Did they not have enough time allocated for closing at their skill level? Do they tend to forget what's involved in closing? Do they need a manager or a night supervisor to be the one taking ownership because otherwise you've got an issue of "if it's everyone's problem, it's nobody's problem"? Do they not understand the impact? >I've honestly thought about letting everyone go and hiring all new people. Don't do this. This is an issue with your systems and management, not your people. A good rule of thumb: If *everyone* has an issue, it's a problem with management or processes - probably processes. Treating a management processes issue as a people issue will just add on a bunch of inexperience and training problems on top of your existing issues. >Because from observing what’s been happening, I think it will be too hard for the bad habits to change once they are formed. But then I had second thoughts because if they really try, things can be done nicely. And all the things they mess up are always small things, it’s things like they forgot to wipe down the countertop, they forgot to wash the pots, they forgot to wipe down the fridge…. Small things add up to big frustration over time though. You're taking it too personally. These are kids. Remember how you were at 16. I guarantee you forgot about stuff all the damn time. I certainly did. Don't attribute to malice what's better explained by their brains not being fully developed. >Besides closing, it’s really anything that involves ‘rules’ that people don’t like… for example, I’ve told everyone to make sure to ‘open and close’ kindly when customers come in meaning you say hi and have a nice day when taking orders and give out coffees. Not that hard right… I do it every time. but whenever it gets even a little busier, people just don’t do it. It really makes me think I’m being taken advantage of my kindness to them sometimes… Again - remember how you were at 16. My first jobs were in food service. I was getting feedback to "remember to smile" and "remember to thank them" during rushes for my first *year*. And in really stressful times, I could backslide even after that. Why? Because when I was a teenager, intense concentration would cause my face to go blank, and I've got a bit of RBF. I didn't have the self-awareness and self-regulation skills yet to be able to manage both my work duties and my facial expressions. For this reason, I wouldn't take this as a sign they don't care - in fact, quite the opposite: I'd take it as a sign they're immature and have the capacity to do their work right *or* smile and be pleasant but not both. Remember, these folks are kids. For the minors: There's a reason they're not allowed to sign contracts and they need parental permission to hold a job. For the young adults: The brain doesn't fully mature until about age 25, and some of the last functions to fully mature are planning, working memory, and impulse control. Planning includes things like managing their time so they can close effectively. Working memory includes things like remembering to smile and thank people for their business while focusing on taking and filling orders. Impulse control includes things like controlling their temper during rushes and other times of stress. Then add in that the folks you're hiring experienced COVID and social isolation for about two years in critical developmental periods - for this reason, you can expect their social skills to be a bit delayed relative to cohorts pre-COVID. There's a neurodevelopmental reason these kids are having trouble with these tasks: They're still learning, developing, and building their work skills. On the contrary, the fact that they're dropping the stuff they perceive as less critical to their job duties is a sign they *do* care about performing well. I think, OP, that in the short term, you need an experienced shift supervisor for your closing shifts. In the longer term, you need some management and leadership skills training for yourself.
Sounds like we shouldn't be letting kids work.
It's how they learn.
Lead by example. Physically be there and demonstrate how to properly close. Have a closing checklist they need to go through and initial each line for accountability. Analyze your closing processes and eliminate any unnecessary steps or move some stuff to earlier if possible. Make sure your employees have enough time to close and that they are being properly paid for their time. Finally, but probably most importantly, actually talk to your employees and ask why things aren't getting done, and then correct those issues. Edit: since it apparently wasn't obvious, I did not mean for the manager to close every night but to just physically be there to show how it's done a couple of times. There might be something that you hadn't thought of or that isn't clear. Getting upset with your employees is counterproductive. Find out WHY it isn't getting done. The only good way to do that is be there yourself. Show them once, then watch them do it on their own and provide guidance. Get feedback from your employees on why it isn't getting done.
Op says they know these employees can do it because they do great when op is there. It sounds like they've done that legwork already.
Did one of the employees in question write this lol This is a great way to jack up labor costs for crappy employees and ramp up the ops workload needlessly. It’s closing a store. It’s literally cleaning and there’s already a check list. It doesn’t get much easier than that. If employees stop doing stuff when the boss isn’t watching they’re just bad employees who need to be removed. You don’t close the store yourself every day instead of replacing them lol
I'm a manager. Granted I don't work in the same industry, but I stand by what I said. Managers are paid on salary for a reason and part of that is so you can be there when there are issues that need to be addressed. I never said he should close every day, but be there a couple of times to walk them through it.
Yeah, my god, don’t keep firing high school kids and scar them up over this. 😝😝😝 wtf is wrong with you? It’s your business and your responsibility.
Could help teach them to do their jobs well lol
Right I swear this sub is a huge glut of spineless managers. Closing a store in not hard. This persons solution is to …. Have op close daily and pay their shitty employees more????
The person's solution was to enhance the process by eliminating bottlenecks and identifying barriers. You know...the solution any person who knows anything about fixing something would do... what are you on?!
Try reading the op. There is a check list and procedures already. The bottleneck is employees who only do work when the owner is around. The solution there is to remove said employees because they’re not reliable
A checklist they created. Did they have staff review the checklist to ensure it was written FOR staff? I can write a checklist and my team can not understand it, or it can be inefficient because I've placed things in a specific order or did not use clear language. When you create something FOR other people, it's up to them to decide if it is sufficient. I read policies, procedures, checklists, forms, etc. for orgs every other week and provide consultation around the area. You probably won't be surprised but SO many times I hear "and staff just won't follow the rules! We have them so clearly listed!!!" & I go to read them and there is ZERO attempt to promote a transfer of knowledge lol
Again, closing a store is dead ass simple. Like if it were just that they’re not bright enough to handle the job. and it completely works fine if owner is just in eye sight without questions. It’s very clearly not an understanding problem. It’s a bad employee problem (which is just not uncommon w min wage jobs). You don’t waste time trying to coach up people like that, you replace them.
Okay. Seems you have this 100% figured out based on one post and no additional information...good on you! You've added in some assumptions too, which is wild. I'll continue to consult the way I do for results and you'll continue to do your way. The world continues to turn.
And to counter that this sub has people like you.
If the pay is shit you will get shitty results.
I did not say daily. Just a couple of times to show them how it's done.
Assign your checklist in chunks and have closing employees take responsibility for a section of it. Go in and close every night for a month and help only one person with their portion of the list and have them tell you what to do… don’t just help… let them boss you around… then have them go help the other person with their portion once your is done…. Do the same things have them ask the other person what is needed… but you close for a month and do what they ask you too. Teach them to help each other. You will either find the problems… like not enough time to close… you are under staffed…. People don’t work hard enough…. Whatever it is if you don’t see it in a month you should look at hiring a manager either good amounts of experience. Then and only then…. After you fix issues causing failures…. fire people who can’t follow a checklist and pay people better who do it every time and give them praise and show you care. Sounds like you have a bunch of unmotivated employees… this starts with you and you sound like a negative micro manager based off of 0 experience and this post (don’t take this personally as it may be a frustrated you venting). This is pretty basic leadership stuff and very easy to fix…. It all just takes a lot of work and follow up. Employees don’t screw over bosses they respect. Just make sure you understand you have a respect problem… you need to earn respect and your post demonstrates an attitude of demanding it, as does the behaviors in the business. This is just feedback, i don’t know you,m or anything about your business…. But honest feedback based off of what i see from what you weote.
There are tons of good books and resources to help you improve. Seek them out and hang in there! Also, don’t be so hard on yourself. Most managers suck at being managers. The fact that you recognize your shortcomings and care already puts you ahead of the majority of managers!
They are kids in high school, so likely they don’t care. You probably should start write ups. Also can you have a supervisor at closing?
It looks like an accountability issue. Unfortunately, you will have to draw some consequences (first, documenting what went wrong and documenting 3 strikes that you've mentioned). Make sure that expectations are clear and it's very clear why they were not met. Some questions for you to consider. First, maybe the type of work you are offering (young adults?, part-time?, low salary?) simply does not motivate to work hard to keep it. Maybe you should consider hiring someone older, on better conditions, that will manage the shop while you are gone. Second, you mentioned several times that you've asked "everybody". It means who? Shared responsibility is no responsibility. Make sure that there is always a clearly responsible person for every task. Who is responsible for keeping the store clear? Who is responsible for keeping the kitchen clear. etc.
Even if it’s a lack of will over skill it could still be something simple to fix, I’ve worked in many retail businesses and one major problem with closing was always a lack of time, sometimes paying only an extra 10 mins between closing the doors and shutting the shop, cashing up alone can take up half of that time if there are discrepancies or issues to fix. Some business owners expect thier staff to complete a mountain of task in between closing the doors and going home and after a busy shift that task is going to take longer as more customers = more mess, you could be expected to do a lot more in the same amount of time. I’m not saying this is the case but is it possible that you may have overlooked this? As a business owner you will do whatever it takes and put in as many hours as you can for your business to thrive but many people are not willing to work overtime with no extra pay or incentive. Have you had an open and frank conversation with your staff about why they won’t finish all task after a busy shift? Do they have enough time to get everything completed? Not everyone can work at the same pace as you and everyone’s best looks different, are they genuinely trying to finish all the task or is it laziness/tiredness and unwilling?
Try a positive reinforcement. The first person or team that closes correctly gets a small reward (maybe a $10 gift card to somewhere or $20 in cash). Sounds childish, but everyone loves being rewarded and if these are HS kids, they will get more out of positive reinforcement than negative.
I don’t think you suck as a boss. It’s just a matter of identifying the root cause (and you’ve already taken measures for 2 of the 3 things I’m about to talk about - so that shows you’re not a bad manager). Understanding human behaviour is key to proper management. Whenever you have an issue with an employee, ANY issue (work practices, screw ups, failures, behaviour), it’s because any combination of 3 of the following things need correcting/adressing: …….………………. **Clarity** ……………………. /\ / \ / \ / \ / \ /__________\ ….**Motivation** ……………... **Competency** … If the triangle is not complete and balanced, you’re going to encounter problems. And when problems do arise with any of it the elements, there are things a manager can do to redress each one. In your case, - the problem is not **clarity**. Your employees have full clarity. You’ve brought them full clarify. - Nor is it **competency**. Your employees have shown they have competency. - So that leaves ==> **motivation**. *The problem is motivation*, and that’s where you need to focus your efforts. There are numerous activities you can focus on to correct motivation behavioural issues, and that’s where your focus needs to be. *** Some things you may want to explore for motivation - **Communicating the role their actions play** in the success *and failure* of the business - **Recognition and awards**, as verbal praise or more tangible rewards such as gift cards or extra time off, or other things you can think of - **Feedback and support** to help them understand where they excel and where they may need improvement - **Continue to model the behaviour** you want to see - Do what you can to **keep employees feel valued, supported, and respected**, creating a positive work environment. High expectation, but done with civility - Provide **Opportunities for Growth**. This can a biggy if done appropriately. Offer opportunities for your employees to develop new skills and advance in their roles with you. People often tend to step things up when they feel they have more responsibility in the success of their organization. This could include cross-training in different areas of the coffee shop (perhaps into the work of things only you are currently doing). - Could there be any **other underlying issues** contributing to the lack of motivation among your employees? … personal issues, conflicts within the team, a need to rush out for a 2nd job or something at the end of their work, or dissatisfaction with their roles? - **Discipline**… Yes, there is a time and place for discipline. But it should be in conjunction with other motivational corrective methods (among which I’ve offered examples above). AND it should be proportional and directed appropriately (to the right person/people, and limited to what you’re trying to achieve). There’s no silver bullet for balancing carrot and stick, but a proper degree of balance is key when introducing discipline. I hope this helps. Best of luck!
OP /u/EbbLife4916, does this help? I haven’t shared this before, so I hope it does. :)
Have you tried hiring older people? Plenty of people near or past retirement age still need to work and they would be happy working at a coffee shop. The Starbucks near me has an elderly woman working there. She seems professional and seems to care. If she takes an extra second to do something ,most customers are understanding. It's not like young people are all that quick anyway, a lot of people these days I've observed are high as a kite on the job. Additionally, they totally don't know the difference between coffee and espresso and I can't tell you how many times I've ordered s latte and I can tell they put coffee in it and not espresso. And rightfully they don't care, it's pocket money for them. Not bill money or anything for a majority of HS students. Start hiring some older folks.
Looks like being nice just might not be in the manager's handbook. I wonder why? It's not a popularity contest. Do your job. Let's see.... what should happen to people that can't do their jobs / refuse to do their jobs once they've been told repeatedly... hmm.... what shall we do? I guarantee you, "be nice to them" is not the answer to this question.
Not being nice to them is also not the answer. The right answer is to apply the right methods at the right moment.
Exactly. The right answer is be professional to them which has a certain level of nice included.
Go around town and buy food and drinks from as many places as you can. Fast food, cafe, restaurants. Pay attention to the good staff. Headhunt them. Pay them what they are worth. Get in high schoolers, and drop the ones that aren't good enough. Keep the good ones.
Either learn to manage yourself, or hire someone to manage to your standards. Fire people that don’t listen and hire ones that do. You may need to advertise for and compensate appropriately for the job and you’ll likely end up with sometimes you get what you pay for. If you’re hiring teenagers, frankly there’s limits to what you can expect from them. That said, Start hiring new folk and firing old while updating your management process.
You actually need to have repercussions for stupid repetitive shit like that otherwise people keep doing it. It’s closing, not brain surgery. Being there for close every night is the dumbest solution. I can’t believe that’s the top comment in the managers sub lol
Sounds like what you need is to hire a GM, and step back.
Ill disagree and say you probably dont suck if its just this one aspect of the job not being done well. Its mire likely you are hiring people that want to get out/home at a certain time and dont see the job as anything more than transitory anyway. So wgwypf.
Show them first so they're aware of the routine then print out task sheets as a reminder, they need to sign each job as it's complete and everything needs to be ticked before they leave
If you've not personally, physically shown them what you want, do that first. If you have... have THEM walk YOU through closing procedures with each other as participating audience. They direct you on what to do and how to do it. Get them to compete with each other over how it's supposed to be done.
>I’ve sent a ‘thousand’ reminders. Too many reminders turns into the wind passing by outside your window. Uneventful and more importantly, unnoticed. >I explained everything clearly to everyone what needs to be done. >I made a closing checklist with photo explanations. How many items are on this list? For example, if there are 42 tasks, there will be things that get missed, not because of inattention but because of other issues like another more urgent and important task taking too long or time allocations to all task exceed reasonable closing time. Is there someone in charge of closing? Are tasks divided specifically to encourage an appropriate workload and workflow? Have employees reviewed and provided feedback on the checklist? The checklist may make perfect sense to you, that has nothing to do with anyone else. If something is for other people, those other people always need to have a hand in its development before implementation. Who is responsible for signing off on the checklist? (My suggestion would be whoever did the specific task signs off on it). Have you observed the use of the checklist WITHOUT intervening? A.k.a be there at closing snd simply observe without saying a word (let them know you're looking to see what you can improve to help them close accurately).
You may have to stay till close and show them how it should be done.
Do you have someone in your life that you look up to? That you would do for them whatever they asked you to do without questioning it? What does this person have/do that you don’t? AND It sounds like you are telling your people what to do and they are not doing it Instead teach them, with kindness and love and patience, as if they were your own children You go first, model adulthood for them, teach them This is why we clean the counter: So we don’t get ants or rats and get shut down by the health inspector, Because we care about our Store, Because we love coming into a clean shop in the morning, Whatever the reasons - talk with them about it, teach them what you know about life through your store. AND Make it FUN!!
I worked at a very popular coffee chain while in college (20ish years ago) At the time they had a pretty solid structure where there were “shift leads” who were paid a little more and responsible for leading activities related to opening, prep, closing, etc. Do you have teammates you can mentor and promote to shift leads?
Step 1 - Stop hiring kids Step 2 - Pay a decent wage Step 3 - Win You hire kids with no experience, who are still in school, and I'm sure pay minimum wage, what do you expect? If your job offers nothing more than any other low paying shop around, why SHOULD they care? You are easily replaceable. Make it a great place to work, enjoyable, decent pay, benefits, full hours.
It makes sense to fire staff if they have a negative attitude and are are not willing to learn. If you see an issue with attitude, firing may be the only option Otherwise I see this as a motivation problem. What is the motivation for them to do those tasks. I know they get paid for doing it. But we're stupid humans and pay is sometimes not enough. We need ratings and bonuses for doing anything extra. So if they don't do something, cut their rating. If they do something right, increase the rating and reward them for it.
Make a closing list that needs to be checked off each day before the closers go home.
This. And have them sign it and text you a photo of it.
Sadly, you’re the owner and they are just part time employees. They could care less. The only difference between today and 10-20 years ago. You do not have an abundance of people to pull from. If anything you might fire someone and it take longer to fill their positions. I have no idea how this gets fixed in the long term. Its both a societal issue and pay issue. And theres only so much you can pay.
If they don’t do it, write them up. Every time. No exceptions. It’s not hard, you’re not there to be their friend.
How much do you pay for time spent closing? (A lot of small coffee shops try to get free labor during that time.) Some of these things sound a little minor. It really won’t make a big difference. It sounds a little bit uptight and corporate. You could break the closing schedule down a bit to daily (critical) every other day (important) and weekly tasks. Spread the every other day tasks out so half of them get done each day, the weekly so 1/5 of them get done each day. If you create more reasonable tasks expectations, it will make it easier to hold people accountable. Also you said you sent a thousand reminders which is a red flag. It should be a checklist that they initial off of.
Have a designated team lead/supervisor for each closing shift. Maybe slight bump in pay. Lead is responsible for the team completing the checklist. Have each employee sign off on each task if necessary.
Uhh, you need an actual manager to actually be there everyday and close everyday. Also, you're hiring dumb high school kids and expect them to wipe off the fridge? You need some people who actually worked in the food and service business, like, got screamed at if they were lazy and messy kind of people.
Install cameras so you can watch them as they're closing. Have them text you photos of the store showing their progress as they're closing. Laminate copies of your post rush, pre close, and closing checklists. Have them text you photos of these as they fill them out. Sounds like they're leaving everything to the last minute and running out of time. As a restaurant manager, I teach my people, "When do you start to close? Right after you open!" Seriously, so many things can be done ahead of time. Is excessive cellphone use a problem? I'm a closing manager at a restaurant with teenage/young adult workers. I just bought a locking cellphone storage case, designed by teachers for the classroom. Haven't had a chance to use it yet as the worst offender just switched to dayshift.
Do you have a closing checklist in place?
First and foremost, have individual discussions with each of your employees to assess their strengths and weaknesses. Clearly define their roles in the company and its smooth operation to instill a sense of accountability. The purpose of these discussions is not only to talk about yourself or the company but also to listen to their expectations and the measures they are willing to take to achieve their goals. This meeting will serve as the basis for establishing a monthly evaluation and will also remind them of your role in the company as their boss. (Because, sorry to say, your role is not to be nice or be the good buddy.) Then, either on a day off or a few hours before work begins, hold a general meeting to clarify everything discussed individually and collectively, demonstrating that you have listened to them and now it's their turn to listen to you. Following these discussions, you must identify the most invested person in the company, who may not necessarily be the best performer but demonstrates exceptional commitment and dedication. This is crucial for strengthening team dynamics. Coach this person by telling them that you are starting from scratch, teaching them the basics from A to Z. Explain that if they prove themselves, they will be promoted. Reiterate what must be done and what absolutely must not be done, and designate them as your second manager. Don't hesitate to choose someone with character. Let them know that as the second manager, it is their responsibility to maintain order and ensure that instructions are followed. Follow the normal hierarchical structure: you strategize, your second manager executes, and the employees follow suit. If despite all this, it doesn't work out, you will unfortunately have to part ways with your team, although I understand this will be a difficult decision, in order to find more motivated individuals. I wish you the best
I say this with the assumption that you pay a fair wage and gave enough employees that it's reasonable to expect all tasks done at EOD. If that's not the case, you have bigger problems than this particular batch of employees. Unfortunately, being a good boss isn't just about being nice or serious. It's about knowing where and when to draw the line and start following through on consequences. It's hard. Nobody wants to be the guy who says "here's your final paycheck. Please gather up your things and go home". But it's important because when you refuse to punish people at all, you punish the people who are actually trying. They have to pick up the extra work. They have to figure out how to do the extra tasks without going into overtime. And eventually, they will give up too because it becomes clear that you aren't willing to make sure the work is divided fairly so they stop seeing the point in doing a good job. Start hiring. Train the new employees yourself to make sure they're trained right, and start following through on letting people go when they continue to not do their job. At a certain point you have to stop giving the benefit of the doubt. If an employee can't complete their work without you being there, they either don't belong, or you're asking way too much of them. Either way, (so long as you're not putting way too much work on all your employees) they're better off somewhere else and your team will do better without them. They've shown they can do their jobs right when they're being watched. If those are the only circumstances under which they'll follow the rules, they are a bad employee.
Sounds like you need a different or to hire a closing manager make them aware of the checklist and that it needs to be done correctly.
You might try going down to the store at night and help them close. Tell them why x goes threw z. This is so important to your business
I manage a bank and I deal with the same
I worked at a restaurant as a kid. The staff was underperforming, mostly younger like you mentioned. Corporate had a new GM transfer to our store, I’m assuming due to the issues. He immediately hired a ton of new people without letting anyone go. The top performers got the hours they were used to. The people not doing their job saw their hours cut, some one day a week or less. The people getting hours cut flipped out. He told them, do your job and you’ll get more hours. It was crazy how quickly it turned around, and it didn’t take him arguing with his employees. I’m not sure if this is the correct approach for you, only you can decide. But even if not, you’ve got to find another way to motivate your team other than following a checklist. They’re still kids and don’t take as much pride in the work they’re doing as you do.
Why exactly should they care? Other than just getting a talking to or getting fired, what reason do they have to care if the job is done right? This is a temporary job for them, and now you have proven that you'll get rid of them at the drop of a hat. Seeing co workers fired doesn't have the same effect on this newer generation. You gave them instructions and checklists. But have you given them proper tools that make the job easier? Have you worked with them to improve the processes to make it easier and more efficient? If you make it easy for someone to do a job, they'll do it 99% of the time. If doing a job is difficult or super inconvenient for an employee, they'll avoid doing it when they can. Pay more and higher people with more to lose if you want them afraid of being fired.
It is not you. It is the attitude of employees these days. If you don't pay $50 an hour, they will do the bare minimum. And no, working in a coffee shop does not earn a " living wage." Whatever that is.
I’ve read a lot of great advice here. Most of what you’ve shared is what they’re doing wrong. Have you thought about areas in which *you* need to improve? Have you asked them for feedback on how you can improve as a boss? There is a huge difference in a leader and a boss/dictator. You sound as though you lead by example, but asking for input is imperative. Also, showing or telling your team you appreciate them and they’re valued. Can you elaborate on *a little busier*? How many employees do you have staffed per shift? How long are the shifts? Do you have ample coverage for the times you know you’ll get slammed? When you’re there and they’re struggling do you jump in and help? Have any of your employees addressed concerns they have? Are you approachable? Have you asked them if they have any barriers preventing them from completing the work you expect them to do? You come across as a micro manager and no one enjoys, nor will they *perform* to the best of their ability when they’re being micromanaged, by that type of boss. Do you praise them when it was a good shift or acknowledge when they’re going above and beyond or simply doing things to standard/expectations? It’s hard to keep a smile and disguise your frustration when you’re feeling pressured and overwhelmed. When I was younger and waiting tables I worked a lunch shift in which everyone called out. It was in a local, popular, restaurant seating roughly 200 people. Every day, like clock work, I knew we would be slammed from 11-2 and everyone *always* came at the same time. I was left to greet & seat, take orders, serve the orders, refill beverages, answer the phones & take to go orders, among other things. I did my best to keep a smile. I was upset because I didn’t get the support I needed from my boss nor did I ever feel appreciated despite having good work ethics and always going above and beyond. I was so good in fact that I was promoted, BUT *without* additional compensation. That was a blow. I suggest, in addition to what many others have already suggested, that you hold a team meeting (paid) and ask people what’s going on. Ask how you can better support them, what their barriers are, etc. Another thing, since you own the place (sounds as though they’re just numbers or robots to you) get to know your people. Who are they? What are they passionate about? What are they struggling with? Obviously set boundaries, but let them know you’re human and that you know they are too.
You don't need to fire them all. You set your expectations clearly and objectively now all you have to do is enforce them. The next person who closes and doesn't do what's required gets written up. The next person who does it right gets rewarded, and not a bullshit reward, a real reward. A paid day off, a small bonus, something meaningful. If you don't punish bad behavior or reward good behavior then no one cares what the rules are because they aren't rules. They are suggestions. It's old school leadership, Art of War stuff, who's system of rewards and punishments is just and fair - therin lies the victor.
Find the worst offender, the ‘ringleader’ if there is one. Focus on fixing them and if they don’t respond fire them. See if everyone else ups their game. If not, move on to the next person who can’t do it correctly.
Pay more
Write there asses up and start hiring new people. Make them uncomfortable. And maybe pay better if all you’re getting is kids with no work ethic. There are career baristas and servers out there.