Expected to learn a new POS system in front of customers with zero training
I swear every shift at my job has a new problem lately.
For context, I work alone in a coffee truck.
Two weeks ago a brand-new POS system was randomly installed while I was working. Nobody told me it was coming. Then later that same day my manager swapped it back to our old system.
Fast forward to today, I show up for my shift and the new POS is suddenly back again. This time it also has a new card reader attached that wasn’t there during the first installation. Again, nobody told me it was being switched over nor how to use it.
I had to figure out how to clock in by myself, and then I had to learn the payment system while customers were standing there waiting. Transactions took forever because I literally didn’t know how to use it. I asked neighboring businesses (who use the same system) if they could help, but nobody helped.
I had several customers waiting close to 20 minutes while I tried to figure everything out. I kept apologizing and explaining that the system had just been installed and I hadn’t received any training. Thankfully they were all really patient and understanding, and I eventually got transactions working, by myself, but I still only know maybe 1/4 of what the system does. (Square is what we now have)
Then, on top of that, we got our monthly specialty menu. The problem is that employees create these drinks, but there are no standardized recipes. We have 7 drinks total and I only came up with one, (which that drink got changed, so now I don’t even know how to make my own drink idea). Someone else creates the drink and we’re expected to just…guess how it’s was made.
Today I guessed on one drink, and the customer came back because they didn’t like it. I’ve also had customers tell me, “That’s not how so-and-so usually makes it,” and then they had to explain the recipe to me because I didn’t even have one.
To make things even worse, we were also out of several ingredients because management hadn’t restocked items we requested, this happens ALOT, so I had to tell multiple customers we couldn’t make the drinks they wanted.
Every single customer interaction today had some new issue attached to it.
The frustrating part is that management is quick to threaten firing people or blame employees whenever customers complain. But we’re expected to learn a brand-new POS with zero training, make drinks without recipes, and sell menu items we don’t even have ingredients for.
Is this kind of disorganization normal in independent coffee shops, or is my workplace just especially chaotic? I feel like this is only happening where I’m at. I’m mostly venting at this point because today’s shift felt like I was being set up to fail. This job feels like I’m being set up to fail.