Good Cop, Bad Cop
I have to keep a close eye on the new workers, who are quite unpredictable and do not always have an understanding of what means it means to be a coffee barista. You see, after working at the café that employs me for a period of years I have moved into a position of seniority or supervision, which actually doesn’t change my job title or pay dramatically. (Don’t worry, this is not my future career.) However, it does mean I have to sometimes play the role of Good Cop, Bad Cop. This requires a delicate balance of when to appear all smiles and when to frown.
There is a new worker who has fallen into a routine of showing up 20-30 minutes late for every single shift. He repeated this behavior just last week and while I stared at the clock, knowing he would most likely arrive at any minute, I concluded I would have to say something. The official manager had talked to him concerning his tardiness in the past but obviously this warning did not sink in. When someone is late it often means we become short staffed and often this brings about complete chaos. After all, no customer wants to wait for their coffee.
He arrived, at long last, rushing in at full speed and throwing aside his personal items. I looked at his face, which was terrified and on the verge of tears, and I immediately knew he was waiting for my words. “Look, you can’t show up late and expect to keep working here…”
I had planned to play Bad Cop that day but immediately knew I needed to change tactics.
“How are you?” I asked. And, he went on to tell me about his horrible day. When it was over I smiled and said, “Don’t worry about it. I hope you feel better,” and we returned to work.
I didn’t say anything about his tardiness. I didn’t resort to scolding. I did, what I believed, was the right thing to do at the time. I felt very good about it because I knew it was what management would say was the wrong thing to do. How can you stand by and allow workers to show up late and then pat them on the back rather than sending them home! How is a business supposed to function or profit with negligent workers in place! Well, you know, I’m not very interested in business matters and I’d probably make a horrible Bad Cop but I can do Good Cop and sometimes it is best to stick with what you know.
There is a new worker who has fallen into a routine of showing up 20-30 minutes late for every single shift. He repeated this behavior just last week and while I stared at the clock, knowing he would most likely arrive at any minute, I concluded I would have to say something. The official manager had talked to him concerning his tardiness in the past but obviously this warning did not sink in. When someone is late it often means we become short staffed and often this brings about complete chaos. After all, no customer wants to wait for their coffee.
He arrived, at long last, rushing in at full speed and throwing aside his personal items. I looked at his face, which was terrified and on the verge of tears, and I immediately knew he was waiting for my words. “Look, you can’t show up late and expect to keep working here…”
I had planned to play Bad Cop that day but immediately knew I needed to change tactics.
“How are you?” I asked. And, he went on to tell me about his horrible day. When it was over I smiled and said, “Don’t worry about it. I hope you feel better,” and we returned to work.
I didn’t say anything about his tardiness. I didn’t resort to scolding. I did, what I believed, was the right thing to do at the time. I felt very good about it because I knew it was what management would say was the wrong thing to do. How can you stand by and allow workers to show up late and then pat them on the back rather than sending them home! How is a business supposed to function or profit with negligent workers in place! Well, you know, I’m not very interested in business matters and I’d probably make a horrible Bad Cop but I can do Good Cop and sometimes it is best to stick with what you know.
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