On 19.03.2020 in the morning I was contacted by a Pret employee that Pret wanted to cut all staff hours 25%, down to 16 hours. I was sent the email that Pano Christou sent to all shops and HQ (75B) that morning.
Some numbers:
A front-line shop staff member gets a little over minimum wage of £8.65 per hour
+£1 bonus IF the Mystery Shopper is happy (I posted a FULL Mystery Shopper report with the 32 micromanaging questions that Pret tasks Mystery Shoppers to test each shop on every week. If ONE staff member makes a mistake or doesn’t smile enough, the WHOLE shop team is penalized and don’t get the bonus!).
Even if a a staff member receives £8.65 they have to work double and triple for it. Pret has NO choice to pay a little more than minimum wage and give a few perks, as no-one would work at Pret for the backbreaking, micromanaging and stressful work they’re expected to do, often in a bullying environment.
Former CEO Clive Schlee’s BONUS from the JAB Holdings / Reimann purchase in 2018: £30 million
Second richest family in Germany, Reimann via tax-haven Luxembourg JAB Holdings worth €33 BILLION (£28 / $35 billion).
Do the math of £8.65 minus 25% minus hours.
I immediately wrote blog posts and went on Twitter.
The Guardian and other press started publishing and slowly customers and readers started to speak out against Pret’s decision.
What was so vile about this is that Pret started giving free coffees and 50% rebates on food to all NHS staff the day before on 18.03.2020. Pret made a big announcement, did press releases and sent emails to shops boasting about their “charity”.
This typical Pret PR and smokescreen had many speechless and angry.
A day later, after bad press and public outcry Pret reversed the pay-cut until May when they review this again.
On 27.03.2020, CEO Pano Christou was interviewed by the Evening Standard and even lied to the Standard, quote: “Last week Christou said immediately that he will pay his staff 100% of their salaries at least until the end of April.”
Immediately? You mean “immediately” after the public outcry and bad press about the 25% cut, huh?!
First email from Pano Christou on 19.03.2020 announcing the pay-cut. I was asked by the Pret staff who sent this email to me as screenshots to not publish the screenshot but write a transcript. The second letter of the pay-cut reversal is as a screenshot, sent by another staff member.
Recap of numbers again:
Front-line Pret staff: £8.65 p/h (+£1 bonus not guaranteed – no bonus when on holiday/furlough and sick).
This is UNDER £15.000 a year! Subtract 25% AND subtract hours, announced DURING the Coronavirus pandemic AND NHS freebies!
Pret’s turnover 2019: £710 million
Former CEO Clive Schlee’s BONUS (not to mention Pano Christou & share holders …) £30 million
In moments of crisis we are challenged on our values and it is important we continue to support each other. People are at the heart of Pret. That’s why our biggest priority as we navigate the impact of Coronavirus is to protect our people. Pret is a wonderful company because it is full of amazingly talented, passionate, kind and generous people. I call it my second home after spending 20 years of my life with such wonderful people who have helped to shape me as a leader, father and a human being.
There are many people losing their jobs from other companies, especially in our sector. Our aim is not lose anyone, because we believe that we are all in this together.
Unfortunately we cannot ignore the fact that our sales in the UK have dropped by 75% and we believe this will be our new reality for several weeks. Therefore we have to reduce our costs somehow.
We are prioritising cuts in all areas that don’t impact our people directly, however it’s vital we also address pay. This means we need to ask every single Pret employee to take a 25% reduction in their contracted hours (and therefore pay). I know this is a huge ask and it breaks my heart to have to get to this point. I know it will hit people hard, but if we can achieve this, we can avoid job losses at this time. The Global Leadership Team and Board will be taking bigger cuts
We anticipate that our current reduction in sales will continue for at least 3 months and therefore the reduction in hours and associated pay will need to cover this period. If sales improve before then or we receive any further assistance from the government, nothing would make me happier than to be able to reverse this decision more quickly. I will keep you informed.
It goes without saying that if anyone would like to reduce their hours even further (perhaps for personal reasons) or take any period of unpaid absence or sabbatical (even if they haven’t been as Pret for long) then please let the HR team know.
It is important that every single Manager speaks to every single member of their team by Friday 12 noon (20th March) to explain this. There will be lots of questions and following this note the HR team will be sending a list of actions that need to be taken, a letter that needs to be given to every person, and answers to the questions you and your teams may have.
To help our Pret people at this difficult time, we are setting up a Coronavirus Hardship Fund. More details to follow early next week. If any employee needs assistance due to the reduction in their hours then they must ask us for help and we will do all we can to support.
I am fully aware of the impact this change has on us all and I thank you for your understanding.
Take care of yourself and each other.
Pano
After public pressure and bad press:
Second letter of the decision to reverse pay-cut until May:
To all Pret employees:
JOIN A UNION!
And know that even ONE voice / blog / Tweet / email … COUNTS!
Even if things improve or you leave Pret, join a Union! When you stay, Pret will find ways AGAIN to try and cut hours!
These two Unions are very active and the best informed on Pret issues:
JavaScript required to view slideshow. May not work on mobile devices without Wifi.
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Slideshow can be paused
The above slideshow is just a selection, the list goes on in → Pret Staff Complaints.
And extensive accounts of Pret’s systemic bullying behind the facade, also witnessed by customers: Caught in the Act at Pret.
I worked at Pret A Manger and survived systemic workplace bullying during bereavement that involved HR, the top leadership, HQ and even the now “retired” former CEO Clive Schlee. I declined 4 settlement offers if I am silent about my ordeal. But I rather starve and speak out to help others. For an overview of important blog entries of my experience with Pret, please visit “My Ordeal with Pret A Manger”. The little arrow to the right next to each heading will lead directly to the post.
An incomplete list on what other Pret staff say about Pret’s bullying environment: Caught in the Act Bullying at Pret.
I tell my story for the first time verbally in below audio player interview on a podcast by The Adam Paradox, and wrote two articles in the Scottish Left Review.
Thank you for reading/listening.
above screenshot from @hannahwebs is the ONLY NHS employee outcry I have seen on Social Media! Other people raise their voices regarding the freebies PR for the NHS while Pret tried to cut staff pay and hours! But Hannah is the only NHS worker who spoke out! It is devastating that most only care about their freebies, but not for low-paid Pret staff! My plea to NHS employees at the bottom of this page.
Below is the email by Pano Christou, CEO of Pret A Manger who announced the 25% pay-cut for all employees and 16 hour contracts for front-line staff.
I was sent his email early morning on 19.03.2020 when he sent the email to all shops and HQ. I immediately wrote a blog entry and went on Twitter. Next day after a public outcry and bad press, Pret reversed the decision and announced to go back to 100% pay … BUT said that “we need to continually review our position”:
As a little reminder or introduction for new readers, Pret that was a multi-million pound company until 2018 was sold to the second richest family of Germany Reimann under tax-haven Luxembourg based firm JAB Holdings.
Pret now is a multi-BILLION pound company. The Reimann family are worth €33 BILLION, but Pret decided to steal from low-wage workers to keep stuffing Billionaires.
Some concerned people responded on social media, including a NHS staff’s disgust at Pret’s PR stunt of giving NHS staff freebies and at the same time cutting own staff pay and hours.
I was sent a message on 19.03.2020 early morning from a Pret employee about Pret cutting 25% of pay to all staff. Another Pret worker sent me the email that CEO Pano Christou sent to all UK shops and HQ.
I was asked to not post the screenshot of the email but to write a transcript.
In the midst of giving freebies and 50% rebates to NHS workers and cranking up the PR machine again, Pret cuts 25% pay and hours of their low paid staff. Most now work 16 hours per week and get 25% cut on top of it, and are pressured to take holidays and unpaid leave. Do the math of £8.65 per hour how much they get at the end of the week!
Ladies and Gentlemen, welcome to the PR[et] Machine!
I also wrote a blog entry today: “Pret A Clowns” addressing Pano Christou and Clive Schlee as they read my blog. No more sweet-talk!
Pano Christou’s email from 19.03.2020 regarding pay and hour cuts DURING the NHS freebie give-away smokescreen!
Dear 75B and UK Shops
In moments of crisis we are challenged on our values and it is important we continue to support each other. People are at the heart of Pret. That’s why our biggest priority as we navigate the impact of Coronavirus is to protect our people. Pret is a wonderful company because it is full of amazingly talented, passionate, kind and generous people. I call it my second home after spending 20 years of my life with such wonderful people who have helped to shape me as a leader, father and a human being.
There are many people losing their jobs from other companies, especially in our sector. Our aim is not lose anyone, because we believe that we are all in this together.
Unfortunately we cannot ignore the fact that our sales in the UK have dropped by 75% and we believe this will be our new reality for several weeks. Therefore we have to reduce our costs somehow.
We are prioritising cuts in all areas that don’t impact our people directly, however it’s vital we also address pay. This means we need to ask every single Pret employee to take a 25% reduction in their contracted hours (and therefore pay). I know this is a huge ask and it breaks my heart to have to get to this point. I know it will hit people hard, but if we can achieve this, we can avoid job losses at this time. The Global Leadership Team and Board will be taking bigger cuts
We anticipate that our current reduction in sales will continue for at least 3 months and therefore the reduction in hours and associated pay will need to cover this period. If sales improve before then or we receive any further assistance from the government, nothing would make me happier than to be able to reverse this decision more quickly. I will keep you informed.
It goes without saying that if anyone would like to reduce their hours even further (perhaps for personal reasons) or take any period of unpaid absence or sabbatical (even if they haven’t been as Pret for long) then please let the HR team know.
It is important that every single Manager speaks to every single member of their team by Friday 12 noon (20th March) to explain this. There will be lots of questions and following this note the HR team will be sending a list of actions that need to be taken, a letter that needs to be given to every person, and answers to the questions you and your teams may have.
To help our Pret people at this difficult time, we are setting up a Coronavirus Hardship Fund. More details to follow early next week. If any employee needs assistance due to the reduction in their hours then they must ask us for help and we will do all we can to support.
I am fully aware of the impact this change has on us all and I thank you for your understanding.
Take care of yourself and each other.
Pano
I don’t want to comment too much as I have been writing and tweeting all day on this. But a few things.
Pano writes, quote: “if we can achieve this, we can avoid job losses at this time”.
First of all, how about stopping to give freebies to NHS workers and stop the PR, and take care of your own workers! I am all for supporting medical staff, service persons etc. but at THIS time where the virus is spreading and staff don’t know how to survive, Pret cranks up the PR machine again and low-wage workers are paying for it!
And about the job losses, this is the typical Pret manipulation to scare workers into pay-cuts. Pret needs staff more than they want to admit. If Pret was to fire workers and business comes back up again, they would have to employ masses of people and train them fast. Cutting pay and cutting hours, keeping workers will have Pret back on its feet in no time.
Pano: “The Global Leadership Team and Board will be taking bigger cuts.”
The Global Leadership Team and Board earn 5 and 6-digit figures #FFS!!! I expect them to make HUGE cuts and keep the workforce at their pay level at the LEAST!
CEO Dan Price has cut his salary for his workers and his company Gravity Pay is thriving ever since! In 2015 Dan cut his $1.1 million annual pay down to $70K to raise the minimum wage for ALL his staff to $70K. And now his company is pulling together without him having to beg! He will leave a solid legacy behind, built on foundations of truth, integrity and life-changing actions. Dan said he has never regretted it and is happier than ever before. He has a healthy and thriving work environment and many CEOs are following his example! He will not be remembered for the sweet-talk that brings no change for the better and for which Pret is so known for within its own workforce.
Nothing more to say except, shame on Pret for squeezing their low-paid employees even more now, while pretending to sacrifice so much on top levels. Whatever cuts the top management makes on their own pay, they still have millions in the bank! And giving freebies to NHS workers at the same time is a smokescreen, while staff don’t know how to pay the rent! Absolute shame! Pret did the same recently with making plant-based milks free, and then raising the coffee prices at the same time. People always pay, one way or another!
Again, NHS workers DESERVE every bit of a break and support and love we can give them, absolutely! But Pret disregards their own yet again for the sake of PR and to polish up their cracked public image! Shame!
After public pressure and bad press Pret reversed the pay cut back to 100% pay and full 35 hour contracted hours, except for those who already signed a new 16 hour contract! But the reversion will be reviewed on an “ongoing basis” after April!
Quote from Pret:
“We will always put our people first and maintain as many hours and as much pay we can afford”. – Pret A Manger under Pano Christou (and Clive Schlee) under JAB Holdings / Reimann worth €33 Billion. “As much as we can afford”.
“We always put our people first”.
Really?
PR stunt giving NHS staff freebies
While cutting Pret staff PAY of 25% & hours down to 16 hours
Putting measures in place for customers 2B safe
NO care for staff in close proximity to each other
My plea to NHS employees
Apart from your joy of getting free coffees, 50% off food and food donations, praising Pret as an ethical company: why don’t you stand up for low-wage Pret employees who pay the price for Pret’s marketing, while top executives earn millions and JAB Holdings sit on billions!
Don’t let Hannah be the only NHS staff to have spoken out after NHS workers received freebies. 50% rebates and food donations!
Pret will try to cut pay and hours again, even when business is back to normal. I know Pret, they use any-and everything to avoid paying staff. Two class-action suits have been settled in New York when Pret had to repay 4000 workers!
JavaScript required to view slideshow. May not work on mobile devices without Wifi.
This slideshow requires JavaScript.
Slideshow can be paused
The above slideshow is just a selection, the list goes on in → Pret Staff Complaints.
And extensive accounts of Pret’s systemic bullying behind the facade, also witnessed by customers: Caught in the Act at Pret.
I worked at Pret A Manger and survived systemic workplace bullying during bereavement that involved HR, the top leadership, HQ and even the now “retired” former CEO Clive Schlee. I declined 4 settlement offers if I am silent about my ordeal. But I rather starve and speak out to help others. For an overview of important blog entries of my experience with Pret, please visit “My Ordeal with Pret A Manger”. The little arrow to the right next to each heading will lead directly to the post.
An incomplete list on what other Pret staff say about Pret’s bullying environment: Caught in the Act Bullying at Pret.
I tell my story for the first time verbally in below audio player interview on a podcast by The Adam Paradox, and wrote two articles in the Scottish Left Review.
Thank you for reading/listening.
“We will always put our people first and maintain as many hours and as much pay we can afford”. – Pret A Manger under Pano Christou (and Clive Schlee) under JAB Holdings / Reimann worth €33 Billion. “As much as we can afford”.
“We always put our people first”.
Really?
-PR stunt giving NHS staff freebies
-While cutting Pret staff PAY & Hours
-Putting measures in place for customers 2B safe
-NO care for staff in close proximity to each other
Below is the email by Pano Christou, CEO of Pret A Manger who announced the 25% pay-cut for all employees and 16 hour contracts for front-line staff.
I was sent his email early morning and immediately wrote a blog entry and went on Twitter. Next day after a public outcry and bad press, Pret reversed and announced to go back to 100% pay … BUT … “we need to continually review our position”:
As a little reminder or introduction for new readers, Pret that was a multi-million pound company until 2018 was sold to the second richest company of Germany, Reimann under tax haven Luxembourg based firm JAB Holdings.
Pret now is a multiBILLION pound company. The Reimann family are worth €33 BILLION, but Pret decided to steal from low-wage workers to keep stuffing Billionaires.
Some concerned people including a NHS staff disgust at Pret’s PR stunt of giving NHS staff freebies and at the same time cutting own staff pay and hours.
Below email from Pano Christou.
I was sent a message on 18.03.2020 from a Pret employee about Pret cutting 25% of pay to all staff. Another Pret worker sent me the email that CEO Pano Christou sent to all UK shops and HQ this morning (19.03.2020).
I was asked to not post the screenshot of the email but to write a transcript.
In the midst of giving freebies and 50% rebates to NHS workers and cranking up the PR machine again, Pret cuts 25% pay and hours of their low paid staff. Most now work 16 hours per week and get 25% cut on top of it, and are pressured to take holidays and unpaid leave. Do the math of £8.65 per hour how much they get at the end of the week!
Ladies and Gentlemen, welcome to the PR[et] Machine!
I also wrote a blog entry today: “Pret A Clowns” addressing Pano Christou and Clive Schlee as they read my blog. No more sweet-talk!
Pano Christou’s email from 18.03.2020 early morning:
Dear 75B and UK Shops
In moments of crisis we are challenged on our values and it is important we continue to support each other. People are at the heart of Pret. That’s why our biggest priority as we navigate the impact of Coronavirus is to protect our people. Pret is a wonderful company because it is full of amazingly talented, passionate, kind and generous people. I call it my second home after spending 20 years of my life with such wonderful people who have helped to shape me as a leader, father and a human being.
There are many people losing their jobs from other companies, especially in our sector. Our aim is not lose anyone, because we believe that we are all in this together.
Unfortunately we cannot ignore the fact that our sales in the UK have dropped by 75% and we believe this will be our new reality for several weeks. Therefore we have to reduce our costs somehow.
We are prioritising cuts in all areas that don’t impact our people directly, however it’s vital we also address pay. This means we need to ask every single Pret employee to take a 25% reduction in their contracted hours (and therefore pay). I know this is a huge ask and it breaks my heart to have to get to this point. I know it will hit people hard, but if we can achieve this, we can avoid job losses at this time. The Global Leadership Team and Board will be taking bigger cuts
We anticipate that our current reduction in sales will continue for at least 3 months and therefore the reduction in hours and associated pay will need to cover this period. If sales improve before then or we receive any further assistance from the government, nothing would make me happier than to be able to reverse this decision more quickly. I will keep you informed.
It goes without saying that if anyone would like to reduce their hours even further (perhaps for personal reasons) or take any period of unpaid absence or sabbatical (even if they haven’t been as Pret for long) then please let the HR team know.
It is important that every single Manager speaks to every single member of their team by Friday 12 noon (20th March) to explain this. There will be lots of questions and following this note the HR team will be sending a list of actions that need to be taken, a letter that needs to be given to every person, and answers to the questions you and your teams may have.
To help our Pret people at this difficult time, we are setting up a Coronavirus Hardship Fund. More details to follow early next week. If any employee needs assistance due to the reduction in their hours then they must ask us for help and we will do all we can to support.
I am fully aware of the impact this change has on us all and I thank you for your understanding.
Take care of yourself and each other.
Pano
I don’t want to comment too much as I have been writing and tweeting all day on this. But a few things.
Pano writes, quote: “if we can achieve this, we can avoid job losses at this time”.
First of all, how about stopping to give freebies to NHS workers and stop the PR, and take care of your own workers! I am all for supporting medical staff, service persons etc. but at THIS time where the virus is spreading and staff don’t know how to survive, Pret cranks up the PR machine again and low-wage workers are paying for it!
And about the job losses, this is the typical Pret manipulation to scare workers into pay-cuts. Pret needs staff more than they want to admit. If Pret was to fire workers and business comes back up again, they would have to employ masses of people and train them fast. Cutting pay and cutting hours, keeping workers will have Pret back on its feet in no time.
Pano: “The Global Leadership Team and Board will be taking bigger cuts.”
The Global Leadership Team and Board earn 5 and 6-digit figures #FFS!!! I expect them to make HUGE cuts and keep the workforce at their pay level at the LEAST!
CEO Dan Price has cut his salary for his workers and his company Gravity Pay is thriving ever since! In 2015 Dan cut his $1.1 million annual pay down to $70K to raise the minimum wage for ALL his staff to $70K. And now his company is pulling together without him having to beg! He will leave a solid legacy behind, built on foundations of truth, integrity and life-changing actions. Dan said he has never regretted it and is happier than ever before. He has a healthy and thriving work environment and many CEOs are following his example! He will not be remembered for the sweet-talk that brings no change for the better and for which Pret is so known for within its own workforce.
Nothing more to say except, shame on Pret for squeezing their low-paid employees even more now, while pretending to sacrifice so much on top levels. Whatever cuts the top management makes on their own pay, they still have millions in the bank! And giving freebies to NHS workers at the same time is a smokescreen, while staff don’t know how to pay the rent! Absolute shame! Pret did the same recently with making plant-based milks free, and then raising the coffee prices at the same time. People always pay, one way or another!
Again, NHS workers DESERVE every bit of a break and support and love we can give them, absolutely! But Pret disregards their own yet again for the sake of PR and to polish up their cracked public image! Shame!
To all Pret employees:
JOIN A UNION!
These two Unions are very active and the best informed on Pret issues:
JavaScript required to view slideshow. May not work on mobile devices without Wifi.
This slideshow requires JavaScript.
Slideshow can be paused
The above slideshow is just a selection, the list goes on in → Pret Staff Complaints.
And extensive accounts of Pret’s systemic bullying behind the facade, also witnessed by customers: Caught in the Act at Pret.
I worked at Pret A Manger and survived systemic workplace bullying during bereavement that involved HR, the top leadership, HQ and even the now “retired” former CEO Clive Schlee. I declined 4 settlement offers if I am silent about my ordeal. But I rather starve and speak out to help others. For an overview of important blog entries of my experience with Pret, please visit “My Ordeal with Pret A Manger”. The little arrow to the right next to each heading will lead directly to the post.
An incomplete list on what other Pret staff say about Pret’s bullying environment: Caught in the Act Bullying at Pret.
I tell my story for the first time verbally in below audio player interview on a podcast by The Adam Paradox, and wrote two articles in the Scottish Left Review.
Thank you for reading/listening.
JavaScript required to view slideshow. May not work on mobile devices without Wifi.
This slideshow requires JavaScript.
Slideshow can be paused
The above slideshow is just a selection, the list goes on in → Pret Staff Complaints.
And extensive accounts of Pret’s systemic bullying behind the facade, also witnessed by customers: Caught in the Act at Pret.
I worked at Pret A Manger and survived systemic workplace bullying during bereavement that involved HR, the top leadership, HQ and even the now “retired” former CEO Clive Schlee. I declined 4 settlement offers if I am silent about my ordeal. But I rather starve and speak out to help others. For an overview of important blog entries of my experience with Pret, please visit “My Ordeal with Pret A Manger”. The little arrow to the right next to each heading will lead directly to the post.
An incomplete list on what other Pret staff say about Pret’s bullying environment: Caught in the Act Bullying at Pret.
I tell my story for the first time verbally in below audio player interview on a podcast by The Adam Paradox, and wrote two articles in the Scottish Left Review.
Thank you for reading/listening.
The following is Pret A Manger’s “How to Card” on the Coronavirus and how they UN-pay their staff during quarantine.
The worker who sent this to me highlighted the pay issues, I added the underline.
I want to say thank you to the Pret employees who sent this and other information on.
I want to tell you that you are courageous, strong and wonderful people. I wish worked with you in my wasted time at Pret.
I’ve never met some of you, but I miss the likes of you!
Pret A Manger’s FUCK
Covid-19 FAQs
Who should respond to customer queries about Coronavirus?
Please refer all questions to the MOD. MODs can use this Q&A to answer any customer questions and if unsure of the correct answer, please refer the customer to our Customer Service team.
If you are contacted by a member of the press, then please refer them to press@pret.com
Will Pret be going ahead with any planned events?
We have taken advice and can confirm that May QB will not go ahead. Friday Night Drinks will be postponed until further notice. The Summer Party will also be postponed. We will continue to monitor the situation and update you all on events planned for later this year.
One of my team have just returned from Spain / Italy / China, should they self-isolate?
As per government advice, people should only self-isolate if they have been in close contact with someone confirmed to have Coronavirus (14 days), if they live in a household with someone who has symptoms or has symptoms themselves (14 days) or if they have any symptoms of Coronavirus themselves and live alone (7 days). If symptoms develop or worsen during that timeframe then they should call 111 to seek professional advice.
One of my team has travelled to another country and are now not able to get a flight back to the UK – what should I process this as?
This should be processed on Workday as unpaid authorized absence. However, if the Team Member would like to get paid for this time, they can borrow up to 5 days holiday from next years’ entitlement.
One of my team say they feel unsafe coming to work and they would like to self-isolate.
Self-isolation only needs to take place if the TM has been in close contact with someone who has tested positive for Coronavirus, or if they have any symptoms of Coronavirus themselves. Pret would not ask someone to work in an environment that we deemed unsafe and we are following all guidance to help prevent the spread of the virus. If a Team Member does not feel comfortable coming to work, then this should be processed as unpaid authorised absence.
One of my team is living with someone who is self-isolating – do they also need to self-isolate?
anyone who lives with others and they themselves or one of the household has symptoms of coronavirus, then all household members must stay at home and not leave the house for 14 days. The 14-day period starts from the day when the first person in the house became ill
anyone in the household who starts displaying symptoms, they need to stay at home for 7 days from when the symptoms appeared, regardless of what day they are on in the original 14 day isolation period.
One of my TMs has asthma, so always has a cough / difficulty breathing, do they need to self-isolate?
No, TMs will only need to self-isolate if they have developed a recent cough, temperature or difficultly breathing. If this is an on-going health problem they do not need to self-isolate.
When should a TM self-isolate and for how long?
If a TM lives alone, they must self-isolate for 7 days from the start of having symptoms.
If a TM lives with others, they must self-isolate for 14 days from the start of anyone in the household showing symptoms including themselves.
Why 14 days if you live with others? It is likely that people living within a household will infect each other or may already be infected. Staying at home for 14 days will greatly reduce the overall amount of infection the household could pass on to others in the community.
Anyone who starts displaying symptoms while already being in the 14 days self-isolation period must stay at home for at least 7 days from the start of their own symptoms. E.g. if you were in the 12th day of self-isolation when your symptoms appeared, you will yourself need to self-isolate for 7 days from that date. Making your self-isolation a total of 19 days.
JavaScript required to view slideshow. May not work on mobile devices without Wifi.
This slideshow requires JavaScript.
Slideshow can be paused
The above slideshow is just a selection, the list goes on in → Pret Staff Complaints.
And extensive accounts of Pret’s systemic bullying behind the facade, also witnessed by customers: Caught in the Act at Pret.
I worked at Pret A Manger and survived systemic workplace bullying during bereavement that involved HR, the top leadership, HQ and even the now “retired” former CEO Clive Schlee. I declined 4 settlement offers if I am silent about my ordeal. But I rather starve and speak out to help others. For an overview of important blog entries of my experience with Pret, please visit “My Ordeal with Pret A Manger”. The little arrow to the right next to each heading will lead directly to the post.
An incomplete list on what other Pret staff say about Pret’s bullying environment: Caught in the Act Bullying at Pret.
I tell my story for the first time verbally in below audio player interview on a podcast by The Adam Paradox, and wrote two articles in the Scottish Left Review.
Thank you for reading/listening.
I was sent a message this morning from a Pret employee about Pret cutting 25% of pay to all staff. Another Pret worker sent me the email that CEO Pano Christou sent to all UK shops and HQ this morning (19.03.2020).
I was asked to not post the screenshot of the email but to write a transcript.
In the midst of giving freebies and 50% rebates to NHS workers and cranking up the PR machine again, Pret cuts 25% pay and hours of their low paid staff. Most now work 16 hours per week and get 25% cut on top of it, and are pressured to take holidays and unpaid leave. Do the math of £8.65 per hour how much they get at the end of the week!
Ladies and Gentlemen, welcome to the PR[et] Machine!
I also wrote a blog entry today: “Pret A Clowns” addressing Pano Christou and Clive Schlee as they read my blog. No more sweet-talk!
Pano Christou’s email this morning:
Dear 75B and UK Shops
In moments of crisis we are challenged on our values and it is important we continue to support each other. People are at the heart of Pret. That’s why our biggest priority as we navigate the impact of Coronavirus is to protect our people. Pret is a wonderful company because it is full of amazingly talented, passionate, kind and generous people. I call it my second home after spending 20 years of my life with such wonderful people who have helped to shape me as a leader, father and a human being.
There are many people losing their jobs from other companies, especially in our sector. Our aim is not lose anyone, because we believe that we are all in this together.
Unfortunately we cannot ignore the fact that our sales in the UK have dropped by 75% and we believe this will be our new reality for several weeks. Therefore we have to reduce our costs somehow.
We are prioritising cuts in all areas that don’t impact our people directly, however it’s vital we also address pay. This means we need to ask every single Pret employee to take a 25% reduction in their contracted hours (and therefore pay). I know this is a huge ask and it breaks my heart to have to get to this point. I know it will hit people hard, but if we can achieve this, we can avoid job losses at this time. The Global Leadership Team and Board will be taking bigger cuts
We anticipate that our current reduction in sales will continue for at least 3 months and therefore the reduction in hours and associated pay will need to cover this period. If sales improve before then or we receive any further assistance from the government, nothing would make me happier than to be able to reverse this decision more quickly. I will keep you informed.
It goes without saying that if anyone would like to reduce their hours even further (perhaps for personal reasons) or take any period of unpaid absence or sabbatical (even if they haven’t been as Pret for long) then please let the HR team know.
It is important that every single Manager speaks to every single member of their team by Friday 12 noon (20th March) to explain this. There will be lots of questions and following this note the HR team will be sending a list of actions that need to be taken, a letter that needs to be given to every person, and answers to the questions you and your teams may have.
To help our Pret people at this difficult time, we are setting up a Coronavirus Hardship Fund. More details to follow early next week. If any employee needs assistance due to the reduction in their hours then they must ask us for help and we will do all we can to support.
I am fully aware of the impact this change has on us all and I thank you for your understanding.
Take care of yourself and each other.
Pano
I don’t want to comment too much as I have been writing and tweeting all day on this. But a few things.
Pano writes, quote: “if we can achieve this, we can avoid job losses at this time”.
First of all, how about stopping to give freebies to NHS workers and stop the PR, and take care of your own workers! I am all for supporting medical staff, service persons etc. but at THIS time where the virus is spreading and staff don’t know how to survive, Pret cranks up the PR machine again and low-wage workers are paying for it!
And about the job losses, this is the typical Pret manipulation to scare workers into pay-cuts. Pret needs staff more than they want to admit. If Pret was to fire workers and business comes back up again, they would have to employ masses of people and train them fast. Cutting pay and cutting hours, keeping workers will have Pret back on its feet in no time.
Pano: “The Global Leadership Team and Board will be taking bigger cuts.”
The Global Leadership Team and Board earn 5 and 6-digit figures #FFS!!! I expect them to make HUGE cuts and keep the workforce at their pay level at the LEAST!
CEO Dan Price has cut his salary for his workers and his company Gravity Pay is thriving ever since! In 2015 Dan cut his $1.1 million annual pay down to $70K to raise the minimum wage for ALL his staff to $70K. And now his company is pulling together without him having to beg! He will leave a solid legacy behind, built on foundations of truth, integrity and life-changing actions. Dan said he has never regretted it and is happier than ever before. He has a healthy and thriving work environment and many CEOs are following his example! He will not be remembered for the sweet-talk that brings no change for the better and for which Pret is so known for within its own workforce.
Nothing more to say except, shame on Pret for squeezing their low-paid employees even more now, while pretending to sacrifice so much on top levels. Whatever cuts the top management makes on their own pay, they still have millions in the bank! And giving freebies to NHS workers at the same time is a smokescreen, while staff don’t know how to pay the rent! Absolute shame! Pret did the same recently with making plant-based milks free, and then raising the coffee prices at the same time. People always pay, one way or another!
Again, NHS workers DESERVE every bit of a break and support and love we can give them, absolutely! But Pret disregards their own yet again for the sake of PR and to polish up their cracked public image! Shame!
To all Pret employees:
JOIN A UNION!
These two Unions are very active and the best informed on Pret issues:
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The above slideshow is just a selection, the list goes on in → Pret Staff Complaints.
And extensive accounts of Pret’s systemic bullying behind the facade, also witnessed by customers: Caught in the Act at Pret.
I worked at Pret A Manger and survived systemic workplace bullying during bereavement that involved HR, the top leadership, HQ and even the now “retired” former CEO Clive Schlee. I declined 4 settlement offers if I am silent about my ordeal. But I rather starve and speak out to help others. For an overview of important blog entries of my experience with Pret, please visit “My Ordeal with Pret A Manger”. The little arrow to the right next to each heading will lead directly to the post.
An incomplete list on what other Pret staff say about Pret’s bullying environment: Caught in the Act Bullying at Pret.
I tell my story for the first time verbally in below audio player interview on a podcast by The Adam Paradox, and wrote two articles in the Scottish Left Review.
Thank you for reading/listening.
Clive Schlee, I know you are not the CEO anymore, even though you still present yourself on Twitter as such. You are a non-executive director and I’m sure pretty active in the background. Thank you for your visit yesterday to my blog, I hope you found something useful to inspire REAL change, not just sweet-talk.
Pano Christou, as you have deleted your Twitter account on 01. July 2019 after I tweeted Clive’s retirement news to the press as you didn’t see the need to inform them yourself (you’re welcome!) I write yet again another blog post.
You have done your typical PR stunt yet again with much success of course. It is very commendable to give free coffees and 50% rebate on food to NHS workers. Everyone agrees, it’s very nice. And NHS staff, Fire Brigade, indeed all carers deserve every break they can get! But …
I tweeted yesterday already to NHS staff that Pret workers are paying for this “generosity” by being sent home unpaid due to low business, as I know how you work. And of course I got shadow banned (censored, Tweets hidden from public view and search).
And then you dropped a bombshell this morning in an email to the shops.
I now have messages coming in on various channels that you even go further in your generosity. This morning you emailed shops wanting all your staff to agree to take 25% pay cuts for up to 3 months or more, or to take unpaid leave.
You already want to force staff to take holidays above their current holiday allowance, and they will then lose their holidays for next year.
You promised your employees you will send DAILY communications to shops on developments in Pret during this terrible virus crisis. Yet, in your typical Pret-style of breaking promises, so far you’ve only sent 2 pieces of information to shops:
That cutlery now has to be moved behind the counter and regular sanitizing, hand-washing etc. (Of course you bowed to pressure from the public on this, whereas before you didn’t give a toss!)
Your typical self-idolizing PR stunt, sending press releases on freebies and 50% rebate for NHS workers. And Pret workers are speechless how they themselves are disregarded! One Pret staff called this your typical “PR machine”. Other staff are cursing you out, I can’t repeat here!
I wrote in my other blog post 2 days ago about your Vague Statement and non-specific sweet-talk on precautions during the Coronavirus pandemic. I wrote that Clive should cut his £30 million bonus and give to the workers, so they can pay their rent and not end up on the street and have tax payers pick up the bill!
A courageous act CEO Dan Price has done for his workers, and his company is thriving ever since! Dan Price cut his $1.1 million annual pay down to $70K to raise the minimum wage for ALL his staff to $70K. He will leave a solid legacy behind, built on foundations of truth, integrity and life-changing actions. Dan said he has never regretted it and is happier than ever before. He has healthy and thriving employees! He will not be remembered for the bullshit sweet-talk that brings no change for the better and for which Pret is so known for within its own workforce.
And you have the Pret Foundation Trust that helps homeless people, don’t you? But we former and current Pret staff know it’s mostly for PR! Where is your help, Pano?! Wanting staff to agree to a pay cut of 25% and go on forced holiday which they will then lose the following year? Really?
And if they refuse to take holidays they are bullied by managers and sent into the kitchen or do extra cleaning work. Yes, that does sound very Pret-like! And you sit on millions of pounds and your JAB bosses sit on billions.
You, Pano Chrsitou and all the shareholders could also cut your Million pound salaries and bonuses, to actually do the right thing “naturally”, as Pret always claimed. But you just send little emails about cutlery and your NHS PR stunt. And your low-wage workers are speechless and scared shit-less for their lives, jobs and homes!
“It’s what makes Pret, Pret”
Your staff who are sending these infos to me are disheartened and disgusted at your lack of care and your greed. And I am disgusted that you Pano even use your own child, to manipulate your employees to cut their own needs, so you can continue in your millionaire lifestyle and keep feeding your billionaire bosses Reimann / JAB Holdings!
You know what this reminds me of? Pret having used Lila Warren who supposedly had a brother who died alone in his apartment and wasn’t found for days, just like my brother! Lila then gaslighting and manipulating me until I got fired. If Lila’s story is true or not is not my concern anymore.
But for you Pano, to use your own child to gaslight and manipulate workers to take cuts is utterly perverse and disgusting! You write to shops that your child has asthma and is crying all day not wanting to go to school! Two years ago you emailed back a customer, who complained about the lack of labelling and their fear about allergens after the two customers died. You wrote to the customer that your child has food allergies, and that you know how it is!
I really hope your children have no illnesses and allergies, I even hope you are lying like you all did with Lila Warren. But to produce crocodile tears to make low-wage employees feel sorry for you, using your children’s health condition is utterly disgusting and disturbing! You should be more than ashamed of yourself, Pano! You should have the decency and backbone to not only refrain from using your children in any way to manipulate workers to feel bad, but you should pay them a living wage, protect their jobs, give up some of your own millions and get to work!
You “advise” staff to sign a 25% pay cut, and yet your Managers are pressuring, manipulating and gaslighting workers to sign. Pano, you said that all of you in management are also taking a pay cut, sorry, but you still have MILLIONS left even after a pay cut! You manipulate your staff by saying that other companies are firing people. You say that you don’t fire them but you gaslight them with this “generosity” of a 25% cut!
I have one sentence for Pret A Manger low-wage workers: PRET NEEDS YOU MORE THAN YOU NEED THEM! WAKE UP!
And for Pret leadership, you should be ashamed as millionaires to “ask” low-wage staff via pressuring and manipulating Managers, to sign a 25% pay-cut and use next years holiday allowance for this year, while giving free coffees and 50% rebates to NHS staff whose job are secure and have FULL wages! You should be deeply and utterly ashamed Pano Christou, Clive Schlee, and the rest of you greedy share holders! And using freebies to NHS workers for your PR, and then letting low-wage staff foot the bill is beyond disgusting! You should be ashamed!
The only good thing about all this is, as your hard working people are even in deeper financial and existential despair now, more and more are joining unions, and they are coming for you! 🙂 ← That’s a real smile not even the Mystery Shopper could have gotten out of me!
JavaScript required to view slideshow. May not work on mobile devices without Wifi.
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The above slideshow is just a selection, the list goes on in → Pret Staff Complaints.
And extensive accounts of Pret’s systemic bullying behind the facade, also witnessed by customers: Caught in the Act at Pret.
I worked at Pret A Manger and survived systemic workplace bullying during bereavement that involved HR, the top leadership, HQ and even the now “retired” former CEO Clive Schlee. I declined 4 settlement offers if I am silent about my ordeal. But I rather starve and speak out to help others. For an overview of important blog entries of my experience with Pret, please visit “My Ordeal with Pret A Manger”. The little arrow to the right next to each heading will lead directly to the post.
An incomplete list on what other Pret staff say about Pret’s bullying environment: Caught in the Act Bullying at Pret.
I tell my story for the first time verbally in below audio player interview on a podcast by The Adam Paradox, and wrote two articles in the Scottish Left Review.
Thank you for reading/listening.
1. Mind #FreeSpeech when you think about reporting me to get censored, as I will post again & again. I will not be silenced if my post gets hidden!
2. What EXACTLY is #PretAManger doing, what SPECIFIC things will Pano put in place not only to protect customers, but staff who work without protection. What is Pano doing regarding financial loss to staff who are sent home due to low business?
Maybe Clive Schlee can give from his £30 Million bonus & Pano can cut his own Million £ bonus & actually do what Pret always boasts about by “doing the right thing naturally”!
Learn from @DanPriceSeattle who puts his money where his mouth is & is VERY specific.
Pret & Pano Christou, please stop giving vague sweet-talk & be specific as @RishiSunak has been very specific today with numbers & solid aid to businesses and people. Stop brainwashing staff to believe you are helping when in reality they suffer even more now!
First customer complaints start coming in on Facebook.
I worked at Pret A Manger and survived systemic workplace bullying during bereavement that involved HR, the top leadership, HQ and even the now “retired” former CEO Clive Schlee. I declined 4 settlement offers if I am silent about my ordeal. But I rather starve and speak out to help others. For an overview of important blog entries of my experience with Pret, please visit “My Ordeal with Pret A Manger”. The little arrow to the right next to each heading will lead directly to the post.
An incomplete list on what other Pret staff say about Pret’s bullying environment: Caught in the Act Bullying at Pret.
I tell my story for the first time verbally in below audio player interview on a podcast by The Adam Paradox, and wrote two articles in the Scottish Left Review.
Thank you for reading/listening.
I worked at Pret A Manger and survived systemic workplace bullying during bereavement that involved HR, the top leadership, HQ and even the now “retired” former CEO Clive Schlee. I declined 4 settlement offers if I am silent about my ordeal. But I rather starve and speak out to help others. For an overview of important blog entries of my experience with Pret, please visit “My Ordeal with Pret A Manger”. The little arrow to the right next to each heading will lead directly to the post.
An incomplete list on what other Pret staff say about Pret’s bullying environment: Caught in the Act Bullying at Pret.
I tell my story for the first time verbally in below audio player interview on a podcast by The Adam Paradox, and wrote two articles in the Scottish Left Review.
Thank you for reading/listening.
And I speak from a former Pret A Manger perspective. Having been frozen in fear under little dwarfs of people whose only legacy is money, nothing else but money. I have survived Pret A Manger. And only those who care are close.
An established journalist questioned some people sometime in 2013, when I was in the middle of smiling for my wage and to avoid getting fear managed. Timothy Noah wrote, because he was at a distance from these greedy little assholes called Clive Schlee, Pano Christou, David Carter & Co.
I was too close to the elephant to smell the rat.
But now I am far away to kick their ass.
I never kiss butt, I kick it when necessary.
And that’s why I love the below article, because Noah writes from a distance what I experienced up close.
Mr. Timothy Noah, thank you for being a true journalist.
For a good long while, I let myself think that the slender platinum blonde behind the counter at Pret A Manger was in love with me. How else to explain her visible glow whenever I strolled into the shop for a sandwich or a latte? Then I realized she lit up for the next person in line, and the next. Radiance was her job.
Pret A Manger—a London-based chain that has spread over the past decade to the East Coast and Chicago—is at the cutting edge of what the Berkeley sociologist Arlie Hochschild calls “emotional labor.” Emotional because the worker doesn’t create or even necessarily sell a product or service so much as make the customer experience a positive feeling. Labor because, as Hochschild wrote in The Managed Heart (1983), the worker must “induce or suppress [his or her own] feeling” to achieve the desired effect in others. Creepy as it sounds, emotional labor is a growing presence in this economy, coming soon to a fast-food outlet near you.
The British journalist Paul Myerscough flagged Pret’s reliance on emotional labor in a fascinating recent essay for the London Review of Books. (He called it “affective labor,” a phrase borrowed from Marxist scholarship.)1 Pret workers, Myerscough noted, are required to master what the company calls the “Pret Behaviours,” which in addition to the usual requirements—courtesy, efficiency, etc.—include “has presence,” “creates a sense of fun,” and “is happy to be themself” [sic]. (A list of the Pret Behaviours, posted on the company website before the London Review article appeared, has since been removed.)
Pret doesn’t merely want its employees to lend their minds and bodies; it wants their souls, too. It will not employ anyone who is “here just for the money.” Noting that one Pret worker in London got fired soon after he tried to start a union—the company maintained it was for making homophobic comments—Myerscough suggested the worker’s true offense was being unhappy enough to want to start a union, since “Pret workers aren’t supposed to be unhappy.” The sin commenceth with the thought, not the deed.
Emotional labor is not itself new. Prostitutes have faked orgasms for millennia. With greater sincerity (one hopes), undertakers calm the grieving, nurses comfort the sick, and migrant nannies lavish on other people’s children the love they aren’t present to furnish back home. Flight attendants, in the pre-feminist era, calmed jittery flyers by being pretty, friendly, even a little bit flirtatious; this ended with deregulation in the early ’80s as airlines stopped competing on service and started competing on price.
In all these instances, emotional labor served (legitimately or not) identifiable emotional needs. That’s not true at Pret. Fast-food service is not one of the caring professions. The only imperatives typically addressed in a Pret shop are hunger and thirst. Why must the person who sells me a cheddar and tomato sandwich have “presence” and “create a sense of fun”? Why can’t he or she be doing it “just for the money”? I don’t expect the swiping of my credit card to be anybody’s vocation. This is, after all, the economy’s bottommost rung.
Pret keeps its sales clerks in a state of enforced rapture through policies vaguely reminiscent of the old East German Stasi. A “mystery shopper” visits every Pret outlet once a week. If the employee who rings up the sale is appropriately ebullient, then everyone in the shop gets a bonus. If not, nobody does. This system turns peers into enthusiasm cops, further constricting any space for a reserved and private self. And these cops require literal stroking. In other workplaces, touching a co-worker may get you fired, but at Pret you have to worry about not touching co-workers enough. “The first thing I look at,” Chief Executive Clive Schlee told The Telegraph last March, “is whether staff are touching each other . . . I can almost predict sales on body language alone.”2
In the three decades since Hochschild published The Managed Heart, the emotional economy has spread like a noxious weed to dry cleaners, nail salons, even computer-repair shops. (Think of Apple’s Genius Bars—parodied by The Onion as “Friend Bars”—where employees are taught to be empathetic and use words like “feel” as much as possible.) Back when she wrote her book, Hochschild estimated that about one-third of all jobs entailed “substantial demands for emotional labor.” Today, she figures it’s more like half. This is, among other things, terrible news for men, who (unlike women) are not taught from birth how to make other people happy. Perhaps that explains why men are losing ground in the service economy.
What’s driving this growth? Hochschild thinks it partly reflects a class-based change in consumption patterns. As income inequality reorients the consumer marketplace toward luxury services for the rich, like “destination clubs” and “concierge medicine,” consumer expectations change and trickle down. The new services “set the standards for lower-cost versions” that cater to the merely affluent. Pret shops are typically located in neighborhoods that bustle with busy professionals whom Pret fusses over like the maître d’ at Alain Ducasse. The more the rich get used to fawning service, the more the rest of us—or rather, the rest of us who can afford to buy a sandwich rather than brown-bag it from home—find we rather like it, too. Eventually everybody will have to act like a goddamned concierge. I don’t want to believe this, but I fear it may be true.
Why do Pret workers accept the customer’s emotional state as their personal responsibility? For some, we may presume an extremely sunny personality that has merely found a serendipitous outlet. (They are selected for this quality, after all.) But what about the rest? In England, the vast majority of Pret workers are foreign immigrants, but that seems less true here. “My only thought,” says Harry Holzer, a professor of public policy at Georgetown, “is that it is such a buyer’s market in the labor market—because of so many unemployed workers per job—that employers can get away with a lot of demands on their workers that ordinarily wouldn’t be possible.” In other words—shhhh!—Pret clerks love-bomb customers for the money (which isn’t bad by fast-food standards).
Now that I know Pret’s slender blonde doesn’t love me, I prefer the human contact at a D.C. lunch counter called C.F. Folks. The food is infinitely better. But I also like that the service is slower, the staff is older and grumpier, and the prevailing emotion is “Get over yourself.” Try touching someone at C.F. Folks, and you just might get slugged.
Specifically, the idea of “affective labor” came from the Italian Autonomists. One of the central texts, apparently, is Empire by Antonio Negri and Michael Hardt, published in 2000. Don’t ask me what this book says because I don’t speak Marxist.
The last thing Schlee looks at, to judge from my own experience, is whether the company returns calls from the press. I phoned Pret HQ twice, twice pushing “0” for “operator,” and twice got a recording. I twice left messages saying I was on deadline with a story about Pret, and in the second message I specified that the story was critical. My call was not returned, and I’m not convinced anybody ever even heard my messages. So much for the personal touch.
I worked at Pret A Manger and survived systemic workplace bullying during bereavement that involved HR, the top leadership, HQ and even the now “retired” former CEO Clive Schlee. I declined 4 settlement offers if I am silent about my ordeal. But I rather starve and speak out to help others. For an overview of important blog entries of my experience with Pret, please visit “My Ordeal with Pret A Manger”. The little arrow to the right next to each heading will lead directly to the post.
I tell my story for the first time verbally in below audio player interview on a podcast by The Adam Paradox, and wrote two articles in the Scottish Left Review: 1. “Late Night Girl’s” Story with Pret and 2. Pushing Back Against Pret.
Thank you for reading/listening.
What makes Pret A Manger responsible (and inexcusable in their actions)?
Once they got to know me, once they saw and heard me,
once I had a face to look at,
a voice to listen to,
a feature,
having been a person in front of them,
not just some faceless number far away on the shop floor;
once I was a tangible human being before their eyes
they still, they STILL decided that I was in the way of profit …
and with that, all my fellow human beings that digg’d the dirt for these arrogant people… are in their way
You are beautiful, white, rich, educated assholes who spit on those who pay your rent.
Let me repeat.
You are ugly, white trash, lacking emotional intelligence and care, you shit on those who pay your rent.
You are greedy insecure cowards, and you skipped out once the wolves of private equity came in.
You made a decision Clive Schlee.
The decision you made was many years ago, when you and your friends, Sinclair Beecham and Julian Metcalfe got your heads together and had this bright idea that you would be the king of the high-street.
And Clive Schlee, Pano Chrsitou, Nick Davis, David Carter, Lila Warren … I know you sleep well.
You know why I know you sleep well?
Because you are angels of light.
Good night.
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The above slideshow is just a selection, the list goes on in → Pret Staff Complaints.
And extensive accounts of Pret’s systemic bullying behind the facade, also witnessed by customers: Caught in the Act at Pret.
I worked at Pret A Manger and survived systemic workplace bullying during bereavement that involved HR, the top leadership, HQ and even the now “retired” former CEO Clive Schlee. I declined 4 settlement offers if I am silent about my ordeal. But I rather starve and speak out to help others. For an overview of important blog entries of my experience with Pret, please visit “My Ordeal with Pret A Manger”. The little arrow to the right next to each heading will lead directly to the post.
I tell my story for the first time verbally in below audio player interview on a podcast by The Adam Paradox, and wrote two articles in the Scottish Left Review: 1. “Late Night Girl’s” Story with Pret and 2. Pushing Back Against Pret.
Thank you for reading/listening.
I have no excuse to lash out at times like I did, drunk or not, it’s no excuse.
Be perplexed, shocked, annoyed with me, be angry with me, but do not judge me.
Turn your back, walk away, close your eyes, block me, report me, cuss me out, but don’t judge me.
I’ve come out of an emotional and mental hell that is stuff for a shooting spree.
I just write intensely, survived by speaking out loud and detailed.
Don’t judge me.
I’ve been bullied, abandoned, blamed during the worst time of my life. I still blame myself for things that happened during that time. Stop judging me!
I’ve been on yearlong waiting-lists for therapy. Don’t judge me.
I turned away from the Christian belief. No, don’t judge me.
I’m a mess. Just don’t judge me.
My healing way is complicated. Do not judge me.
I dig deep for my dignity, I left it on the way somewhere and judged myself.
Don’t judge me.
Be annoyed, angry, be tired of me, but do not judge me.
— poetrasblok.com
JavaScript required to view slideshow. May not work on mobile devices without Wifi.
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The above slideshow is just a selection, the list goes on in → Pret Staff Complaints (needs updating).
And extensive accounts of Pret’s systemic bullying behind the facade, also witnessed by customers: Caught in the Act at Pret.
I worked at Pret A Manger and survived systemic workplace bullying during bereavement that involved HR, the top leadership, HQ and even the now “retired” former CEO Clive Schlee. I declined 4 settlement offers if I am silent about my ordeal. But I rather starve and speak out to help others. For an overview of important blog entries of my experience with Pret, please visit “My Ordeal with Pret A Manger”. The little arrow to the right next to each heading will lead directly to the post.
I tell my story for the first time verbally in below audio player interview on a podcast by The Adam Paradox, and wrote two articles in the Scottish Left Review: 1. “Late Night Girl’s” Story with Pret and 2. Pushing Back Against Pret.
Thank you for reading/listening.
JavaScript required to view slideshow. May not work on mobile devices without Wifi.
This slideshow requires JavaScript.
Slideshow can be paused
The above slideshow is just a selection, the list goes on in → Pret Staff Complaints.
And extensive accounts of Pret’s systemic bullying behind the facade, also witnessed by customers: Caught in the Act at Pret.
I worked at Pret A Manger and survived systemic workplace bullying during bereavement that involved HR, the top leadership, HQ and even the now “retired” former CEO Clive Schlee. I declined 4 settlement offers if I am silent about my ordeal. But I rather starve and speak out to help others. For an overview of important blog entries of my experience with Pret, please visit “My Ordeal with Pret A Manger”. The little arrow to the right next to each heading will lead directly to the post.
I tell my story for the first time verbally in below audio player interview on a podcast by The Adam Paradox, and wrote two articles in the Scottish Left Review: 1. “Late Night Girl’s” Story with Pret and 2. Pushing Back Against Pret.
Thank you for reading/listening.
Nothing more to add … EXCEPT pointing out the spelling mistake! That reviewer wasn’t Pret perfect here!
“Oh no! Sorry about that. Could you DM us and let us know which shop this was from?”
— Pret A Merde
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Slideshow can be paused
The above slideshow is just a selection, the list goes on in → Pret Staff Complaints.
And extensive accounts of Pret’s systemic bullying behind the facade, also witnessed by customers: →Caught in the Act at Pret.
I worked at Pret A Manger and survived systemic workplace bullying during bereavement that involved HR, the top leadership, HQ and even the now “retired” former CEO Clive Schlee. I declined 4 settlement offers if I am silent about my ordeal. But I rather starve and speak out to help others. For an overview of important blog entries of my experience with Pret, please visit “My Ordeal with Pret A Manger”. The little arrow to the right next to each heading will lead directly to the post.
I tell my story for the first time verbally in below audio player interview on a podcast by The Adam Paradox, and wrote two articles in the Scottish Left Review: 1. “Late Night Girl’s” Story with Pret and 2. Pushing Back Against Pret.
Thank you for reading/listening.
JavaScript required to view slideshow. May not work on mobile devices without Wifi.
This slideshow requires JavaScript.
Slideshow can be paused
The above slideshow is just a selection, the list goes on in → Pret Staff Complaints.
And extensive accounts of Pret’s systemic bullying behind the facade, also witnessed by customers: →Caught in the Act at Pret.
I worked at Pret A Manger and survived systemic workplace bullying during bereavement that involved HR, the top leadership, HQ and even the now “retired” former CEO Clive Schlee. I declined 4 settlement offers if I am silent about my ordeal. But I rather starve and speak out to help others. For an overview of important blog entries of my experience with Pret, please visit “My Ordeal with Pret A Manger”. The little arrow to the right next to each heading will lead directly to the post.
I tell my story for the first time verbally in below audio player interview on a podcast by The Adam Paradox, and wrote two articles in the Scottish Left Review: 1. “Late Night Girl’s” Story with Pret and 2. Pushing Back Against Pret.
Thank you for reading/listening.
JavaScript required to view slideshow. May not work on mobile devices without Wifi.
This slideshow requires JavaScript.
Slideshow can be paused
The above slideshow is just a selection, the list goes on in → Pret Staff Complaints and extensive accounts of Pret’s systemic bullying behind the “happy” facade, also witnessed by customers: →Caught in the Act at Pret.
I worked at Pret A Manger and survived systemic workplace bullying during bereavement that involved HR, the top leadership, HQ and even the now “retired” former CEO Clive Schlee. I declined 4 settlement offers if I am silent about my ordeal. But I rather starve and speak out to help others. For an overview of important blog entries of my experience with Pret, please visit “My Ordeal with Pret A Manger”. The little arrow to the right next to each heading will lead directly to the post.
I tell my story for the first time verbally in below audio player interview on a podcast by The Adam Paradox, and wrote two articles in the Scottish Left Review: 1. “Late Night Girl’s” Story with Pret and 2. Pushing Back Against Pret.
Thank you for reading/listening.
I worked at Pret A Manger and survived systemic workplace bullying during bereavement that involved HR, the top leadership, HQ and even the now “retired” former CEO Clive Schlee. I declined 4 settlement offers if I am silent about my ordeal. But I rather starve and speak out to help others. For an overview of important blog entries of my experience with Pret, please visit “My Ordeal with Pret A Manger”. The little arrow to the right next to each heading will lead directly to the post.
I tell my story for the first time verbally in below audio player interview on a podcast by The Adam Paradox, and wrote two articles in the Scottish Left Review: 1. “Late Night Girl’s” Story with Pret and 2. Pushing Back Against Pret.
Thank you for reading/listening.
Interview:
»It’s amazing to me how many business leaders separate their employees from their customers/patrons. Your employees are your core target audience to put word-of-mouth out about your organization.«
Clive Schlee “retired” with a legacy on Glassdoor & Co where staff dare to speak bluntly without fear:
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The above slideshow is just a selection, the list goes on in → Pret Staff Complaints
I worked at Pret A Manger and survived systemic workplace bullying during bereavement that involved HR, the top leadership, HQ and even the now “retired” former CEO Clive Schlee. I declined 4 settlement offers if I am silent about my ordeal. But I rather starve and speak out to help others. For an overview of important blog entries of my experience with Pret, please visit “My Ordeal with Pret A Manger”. The little arrow to the right next to each heading will lead directly to the post.
I tell my story for the first time verbally in below audio player interview on a podcast by The Adam Paradox, and wrote two articles in the Scottish Left Review: 1. “Late Night Girl’s” Story with Pret and 2. Pushing Back Against Pret.
Thank you for reading/listening.
This is a very detailed account on Pret A Manger’s Mystery Shopper scheme with a full report, and why staff everywhere always smile and chat so much, and give freebies etc. I walk the reader through the steps in how staff are drilled to perform to perfection for low pay, and why they do it. If you don’t have time to read, please scroll down to the large red writing (about halfway down this post) on the 30+ questions Mystery Shoppers are tasked to test staff on every week. A current staff member sent me a recent Mystery Shopper report, and I want to post the whole report here. I renamed the Mystery Shopper to “Misery” Shopper for a reason!
I write so detailed and extensive to show the public how micromanaging, brainwashing, exhausting and patronizing Pret’s Mystery Shopper scheme is.
I touched on this already in other blog posts, but also on a YouTube slide I made from excerpts of real Mystery Shopper reports. But I only used about 4 – 6 questions that Pret tasks Mystery Shoppers every week to test staff on. I concentrated mainly on the smiley service part and speed of service. In this post I want to put a current and FULL Mystery Shopper report, to highlight the micromanaging scheme that stresses staff every minute, as they anticipate Mystery Shoppers for cash incentives and to avoid getting fear managed.
A brief YouTube slide on real Mystery Shopper reports I combined from several years:
Pret makes no secret that they have Mystery Shoppers (MS), but they portray themselves to be such a happy place, when in reality staff are checked on micromanaging questions every week.
If you want to skip this long intro, please just scroll down to the 30+ questions from current Mystery Shopper reports.
But as a taster, here are the questions without the answers. I posted the answers further below. Out of these 32 questions, 28 are “scoring” questions, meaning the results affect Managers and Team bonuses. Halfway through this post the answer from the Mystery Shopper are posted under the Qs. But here first of all just the questions, which span over 8 pages with the MS answers. When I worked at Pret it used to be 4 – 5 pages max.
NOTE: categories 1 – 6, Style, Selection etc. are the “6 steps of Service” that I explain further below that affect the whole Team bonus.
Category 7 is about an individual staff member’s service and their individual cash reward, even when the Team bonus is lost.
Category 8 is about the Government Value Added Tax (VAT), which currently is Pret’s “focus question” since about 2012-ish when the Government increased pressure on companies (I explain further in the post).
And in Category 9 are the 4 “non-scoring” questions that don’t affect bonus, and are just for market research.
The numbers in brackets i.e. (16 out of 20) is 16 points reached out of 20.
Quick rundown of the 32 questions:
1 – Style (30 out of 30)
1 – How inviting was the shop from the outside?
2 – How clean was the shop entrance?
3 – How welcoming was the atmosphere at the entrance?
4 – How was the presentation of food and drink in our display units, fridges, fruit stand, crisp baskets and queue stands?
5 – How presentable was the till counter and bakery display?
6 – How well presented were team members?
2 – Selection (16 out of 20)
7 – 1 – FULL SELECTION: Count how many price tickets in the cold fridges had less than 2 items.
8 – 2 – FULL SELECTION: Count how many price tickets in the hot food display had NO stock.
9 – 3 – FULL SELECTION: Count how many price tickets for pre-packaged cakes, cold drinks and snacks had NO stock.
10 – 4 – FULL SELECTION: Count how many price tickets for unwrapped bakery (behind the glass till counter) had NO stock.
3 – Speed (10 out of 10)
11 – 1 – Please rate the time it took to be served from joining the queue.
12 – 2 – Did you receive your hot drink within reasonable time from payment?
4 – Service (10 out of 10)
13 – 1 – How well did the person at the till connect with you with a smile, eye contact and some polite remarks?
14 – 2 – Were all your items stated during the transaction, were you charged correctly and did you receive the correct products?
3 – Please select which scenario question you asked. Asked for more information on a product Asked for more information on a product
15 – 4 – Based on the scenario you selected, please rate your experience when asking our team member your enquiry.
5 – Seating (13 out of 15)
16 – 1 – How clean were the bin stations inside the shop?
17 – 2 – How clear and clean were the floors, tables and chairs inside the shop?
18 – 3 – How well presented and stocked were the toilets INSIDE the shop (if applicable)?
6 – Say Thank You and See You Again (5 out of 5)
19 – 1 – How well did your server or any member of the team end the transaction by thank you and/or giving a pleasant parting comment?
7 – Additional Scored Question (5 out of 5)
1 – Was any ONE member of our team very helpful, extremely charming and/or outstanding?
2 – Please provide the name or a description of this outstanding member of staff.
8 – Additional Information (0 out of 5)
1 – It is a legal requirement for our teams to charge VAT for all ‘Eat In’ items/transactions. When served, were you asked if you were ‘taking away’ or ‘eating in’, and charged correctly? Asked & Charged
2 – Did you notice someone in charge and, if so, what were they doing?
3 – Did BOTH questions 2.1 and 2.2 achieve the top answer OR N/A?
4 – If you ordered a dairy free alternative milk, was the correct sticker applied to your cup to indicate the milk used?
5 – If you bought a hot food item, did the label on your product match the product you purchased?
6 – Did the label on your cold fresh food product match the product you purchased?
9 – Customer Segmentation (non-scoring)
1 – Based on your overall experience on this visit, how likely are you to recommend Pret to people you know on a scale of 1-10?
2 – In order for you to have the perfect visit, which of the following aspects should we prioritise to improve?
3 – From the list below, please choose which area is our main strength.
4 – Where do you normally go to purchase similar products?
When breaking down the questions, these reports are very complex as you will see with the answers the MS gives further below. Any tiny issue can penalize the whole shop team. Staff HAVE TO smile, HAVE TO chat, HAVE TO make eye contact and are drilled to give freebies, as every shop has a weekly marketing budget. For space and to keep the post as short as possible (yeah right!), I just mention a few of the many, many ways shop teams can lose or gain bonus, and individual Team Members, including Managers, can earn an extra cash reward called an “outstanding card” (OC) of £100 or a “super outstanding card” (SOC) of £200 per week / Mystery Shopper visit. An outstanding card is not a literal card, it’s just the name of the cash reward. This reward can be earned ON TOP of the wages AND on top of the Team bonus. Sounds, generous? No, if you experienced the daily stress, headache, depression, tinnitus, anxiety, physical pain, rude customers, bullying … this is 1. peanuts, and 2. even if the reward was higher, it’s not worth what your mental and physical health goes through on a prolonged period of time, every day, having to bend backwards for a little more money and small recognition.
Also, the following week this reward is forgotten, especially if you fail on a Mystery Shopper visit. It is never be good enough.
A recent review from LAX, that was just opened in the summer of 2019, shows as well the bullying culture and how the reviewer doesn’t care if they get $15.25 per hour. Even a higher amount of wages isn’t worth the abuse they’re subjected to. Also, in a New Shop Opening (NSO), they pay a little more and usually have a lot of staff, as the first year of the NSO, the store doesn’t have targets to reach, as they first want to build a customer base. After about a year the pressure really starts on the targets, profits, cutting labour etc.
The “outstanding card” (OC) used to be a £50 reward for an individual staff member, or “super outstanding card” (SOC) of £100 if the shop scores were perfect. And even if the whole shop lost the bonus on an issue I explain below, an individual staff member can still get the extra £50 (now £100) cash reward. So, it used to be £50 OC or £100 SOC if perfect scores were reached. And now it is £100 OC or £200 SOC with perfect scores.
The irony is, I gave suggestions to an OPs (area) Manager, who asked me for my input on how Mystery Shopper scores can be improved company wide, as our shop was always very successful. And one of the suggestions I made was to double the MS reward from £50 or £100 to £100 or £200! Thank me later Pret staff! 😀 – I still have the email with the suggestions to the OPs!
No, I’m not floating my own boat here, but as a Team Leader I was responsible for “team engagement”, and everywhere I worked, I helped improve the scores by organizing the teams and encouraging them, NOT blaming them. I worked to lift them up, not put them down. And that showed in the Mystery Shopper reports. But my Managers never encouraged me, in fact one OPs tried to use one Mystery Shopper report that had bad scores (when I was in bereavement) to target me. I then collected all Mystery Shopper reports where I / we succeeded, just for my protection. Sad, but reality! And that’s how I was able to put above “Misery” Shopper YouTube slide together.
NOTE: I have been asked by some Journalists on the Mystery Shopper requirements, one Journo asked me if a staff member ever got fired for making mistakes with the MS scores. But that will never happen in an open way. I know of a Team Member who received what they used to call a “file note”, now called “note of concern”, when he didn’t smile and that lost us the bonus. A “note of concern” is NOT a disciplinary / written warning, but it is a first step to get a person towards a disciplinary and out of the company. If the management is looking for something to pin on the employee, they will find it fast. And Mystery Shopper result is the perfect way in that direction.
Many insecure Managers who work a lot with fear management, hand out “note of concerns” like staff hand out napkins. It’s always a clear sign to see which Manager is scared themselves by the amount of “notes” they “motivate” staff with. In my 10 years I only received 1 “note of concern” on a stupid thing, but not another time as I saw through this manipulation quick and wasn’t impressed. But I was the recipient of a lot of verbal fear management and unfavourably shift times etc.
I have been targeted by an Area Manager when we lost points, NOT bonus, but points as I didn’t smile. The Area Manager KNEW that I just lost my brother 6 months before. I have this as evidence if anyone doubts this. I was invited for a meeting and was presented with a list of (silly!) things I was doing wrong, including the non-smiling when I served the Mystery Shopper.
And I was often spoken to in a manipulative way when I didn’t achieve the highest points or some stupid remark the MS made about my service. I know of Team Members where the Manager would say something like, “maybe this job is not for you”… or “maybe you would do better in the kitchen” … etc. And I know of people who have been placed in the kitchen as a penalty to get them off the shop floor into the kitchen like Cinderella separating peas! And especially when staff are younger or new to Pret, they are very quickly manipulated with subtle undertones of fear management.
What the Managers didn’t know was, that I as the Team Leader took the Team Member aside later and told them not to be afraid, and I put in a good word for them, and that I know how well they do their job etc. The relieve on their faces, and at times calming their tears, was more worth to me than any effing Mystery Shopper reward! I also told my colleagues when they are harsh with the person who lost us the bonus, the day will come when they also lose the bonus and will be treated with the same measure!
My message always was: We ALL make mistakes, let’s look after each other and not let the big guns upstairs throw crumbs at us to fight over!
As I was the shop Team Leader, responsible to “engage” the Team (to kiss butt all day!), one Manager took me aside in the beginning of me working in his shop and he said to me, “I close my eye to everything but the Mystery Shopper”. In other words, I can mess up on everything including Health and Safety issues, cutting corners everywhere, but if I mess up on the Mystery Shopper, he won’t close his eyes. I made clear to him, that he shouldn’t close his eyes on ANYTHING. I just came from a previous shop where I was targeted for small things, so I was not going to get sabotaged on ANYTHING! And I was still angry and distraught about what happened in the other shop, so I clearly spoke my mind! But this was also due to me being traumatized and in great anxiety to make the smallest mistake that could be used against me.
Pret cannot and would not openly fire someone on the grounds of having messed up the Mystery Shopper. But the targeting and bullying with the help of Mystery Shopper reports is very vast, subtle and extensive. If the Manager doesn’t like you or is angry with you for messing up the Mystery Shopper, they will arrange for you to fail further in other areas to get you fired or in the “least” transfer you out to another shop. Anyone who has been through systematic (and systemic) workplace bullying, knows what I’m talking about.
On a side note, I really recommend watching the 3-part mini-series “Sticks and Stones” from ITV, regarding subtle and systematic workplace bullying that was screened in December 2019. In this case a Team Leader is bullied and sabotaged by his Team for his position. And as the company has announced redundancies, he is put through an ordeal that is throwing him off and leads to a breakdown, that makes him look like the bad guy, incapable to do his job, out of control. Oh, how I can relate to that!!! This was another part where Pret HR gaslighted me after I raised grievances. They turned it around and used a breakdown I had after my line manager bullied me in December 2015. I broke down, sobbed and became erratic in front of my team and boss, two days before the first anniversary of my brother’s death. And Pret made me look like an angry person who causes trouble. In reality I had a breakdown similar to the breakdown the actor has in below “Sticks and Stones” Trailer.
Unfortunately the series is offline now, as ITV.com just screened it until the end of December 2019, but in case you see it on Netflix & Co. please watch! It is really well portrayed how subtle bullying happens, and how hard it is to proof without solid evidence! I watched this twice back to back and cried as I was triggered, even though Pret shops are not an office environment and I was bullied and targeted by my superiors, not by my Teams. But the principles are the same.
The Trailer on YouTube:
So, I can only suggest for Journalists to go undercover into Pret for AT LEAST 4 weeks, best in the mornings, where the pressure is the most intense and where the Mystery Shopper requirements are felt hard every single moment of the day! Amy Sharpe from the Sunday Mirror went undercover only for a week in the evening shift where it’s quieter. Amy made a good start, but to really feel the Pret “blow”, people need to work in the mornings from 5AM in both the shop and the kitchen. The most poignant review by a staff member who jumped between the kitchen and the shop, is the following review on Indeed, and I can verify every word of it:
»This job can annihilate every piece of humanity inside of you.
You will lose everything that makes you human.«
Link“I spend 6 months racing all day and barely spoke 3-5 words a day on my shifts if I’m not on till where you are required to have the widest fake smile on earth…”
Brainwash
Now, what I explain here may sound harsh, and of course it is commendable when a business looks nice, friendly, clean and fully stocked etc. But the price low-wage workers have to pay, so that company leaders reap their millions, is ridiculously high and damages a lot of people physically, mentally and even financially.
Pret Mystery Shopper requirements are very militant and what Timothy Noah even called “Stasi” like, quote: “Pret keeps its sales clerks in a state of enforced rapture through policies vaguely reminiscent of the old East German Stasi”. From his excellent article Labor of Love: The Enforced Happiness of Pret A Manger. And I totally underline his article. More about the exploitation via strict Mystery Shopper emotional labour demands, I cover extensively in: The Dangers of Emotional Labour.
Side note: For any person wanting to criticize me on silly spelling because you have no other arguments to defend Pret, I write from England on WordPress that uses American spell-check. I also respect American and British spelling, so when I write “labor” it’s because an American author wrote it, vs. “labour” from a British or European writer. Also, English is NOT my first language, and I think I’m doing pretty good so far. So, before you criticize me on silliness like this, click away and watch a film or something.
Having said that, I welcome genuine corrections on typos and spelling mistakes.
Pret has a lot of brainwashing slogans in place that staff have to memorize and follow. The most appalling wordings I always found while working at Pret is on their packaging: “Lovingly handmade in this shop today”! When you work at Pret, this particular slogan can make you puke, and the many staff reviews at the very bottom page slideshow explain why!
The 6 Steps of Service
In the shop there is what Pret developed as the “6 Steps of Service”, which all start with an “S”. In the kitchen Pret has the “6 Steps of Production” which all start with a “P”. A lot of psychology went into developing those. But I will just concentrate on the shop 6 steps of service here, and can cover the kitchen another time. The kitchen concentrates on the speed of production (productivity), while the shop concentrates on appearance (happy facade), yet also speed.
These 6 steps are in a particular order for Mystery Shoppers to check every week. Mystery Shoppers basically work their way in, from the entrance to the food display/fridges to the counter to the seat and out again, via a D-tour to check the toilets. The 6 steps are:
1. Style (atmosphere of the shop, this is in their own discretion. What one MS likes, another MS dislikes the next week)
2. Selection (clear rules the MS has to follow)
3. Speed of service (also called “SOS”)
4. Service (if staff always smile, chat, are attentive, efficient etc. Giving freebies always helps and often gets the Team Member the extra £100 or £200 “outstanding card” reward)
5. Seating (if seats / tables etc. are cleaned within 1 minute of customers leaving, sometimes even crumbs are a big problem)
6. Say Thank you and See you again (a departing remark of some kind)
And then some non-scoring questions at the end, which even though are not scored, still fear manage especially the shop Managers.
The questions and some answers below are self-explanatory, but I want to highlight the stress and peer-pressure Pret puts on Teams and the Mystery Shopper reports being used as a tool to bully staff to always perform with a fake front, no matter what. Smile, chat, eye contact etc. to achieve maximum scores, to appear as such a happy and efficient company, while in reality it is VERY stressful and depressing!
One person on Twitter has put it in simple, but poignant words on how Pret penalize the whole Team if ONE person makes a mistake. I have experienced this countless times. And this is done on purpose where hard-working staff lose their bonus and effort after ONE person messed up. This one person is then shunned or dealt with the silent treatment. As a Team Leader I went the opposite and encouraged the one person, instead of putting them down, as this is counter productive and hurting them. I signaled that we all make mistakes and not to let others pressure them! But Pret wants peer pressure… to always appear happy… to draw people in… to increase profit:
Bonus is £1 per hour worked for hourly paid staff in shops. So, if I worked 40 hours that week and as a Team we receive the bonus, I get an extra £40 on top of my weekly wages. Sounds great, but is very, very stressful for the peanuts you get extra! If I am sick even just for one day, I automatically get my bonus cut and don’t receive it. Also, there’s no bonus when you are on holiday which is fair. But if I am late, even 5 minutes, the Manager in their own discretion can cut my bonus. As in Pret there is a lot of favouritism, which can also be seen in the many staff reviews I collected, some staff members make friends with the Manager, and then get away with a lot of sh!t. And those who work their butts off, who are very reliant, but are not the Manager’s favourite, come late ONE time for 5 minutes, and bam! – get their bonus cut! The bonus is used for a lot of abuse by Management.
Managers, Assistant Managers and upper area Managers (OPs) get their bonuses not every week, like hourly paid shop staff, but every quarter which are huge amounts of money! Managers’ bonuses are based on many things, like profit, how little waste the shops have, how little labour costs (that’s why Pret under-staffs), health and safety checks and other things. But the biggest chunk of Managers’ and upper Managers’ bonuses are the Mystery Shopper scores. That’s why Managers stress a lot about the Mystery Shopper and the point system that is VERY important to Managers to compete in their area of 10 – 14 shops, and company-wide.
So, it’s the typical greed of the few to squeeze the many. Pret cuts staff, so that the few Managers on top get a lot of bonus, instead of staffing appropriately, giving everyone a piece of the cake, value and respect workers, lowering their stress, and with an adequate amount of staff also giving customers a much better and calmer service.
Examples on how a shop can lose or gain bonus
On product selection for example, Pret demands a certain amount of selection during certain business hours. The Mystery Shopper is also tasked to count the “lines” of products. Any product is a line. The Tuna Cucumber Baguette is a line. The Egg-Mayo Sandwich is a line. The Tomato Soup is a line in the hot food section. Every different product is a line.
Usually between 12 noon and 2:00 or 2:30PM (depending on the area) Pret wants FULL selection of all products they offer in that particular shop. But Pret changes that at times. But from my experience it was between 12 noon and 2:30PM. Staff are NOT allowed to run out of a product (line) at that certain time. Staff are also not allowed to take the product label off the shelf if they run out of a product (line). If a Manager or Leader is caught taking out the label, they risk getting a disciplinary. This is to stress staff to ALWAYS have products available or MAKE them on demand to increase profit. At the same time, Managers and Leaders are stressed by OPs Managers when they have too much waste. It’s an absolute nightmare to balance without a lot of pain! And beyond the charity PR is daily food-waste in plastic packaging to landfill because of over-production to have the shelves full and the money rolling in!
For a longer list of customer photos and complaints on wasted food, please see: Pret A Manger Food Waste. I had to waste countless bin bags like this over the years due to overproduction and under-staffing to manage the waste properly. And Pret now use increasingly NON-transparent bin bags to hide the food-waste in the streets.
Before 12 noon and after 2:30PM Pret demands a certain amount of products. This may vary from shop to shop and area. But in a nutshell, let’s say Pret wants 15 different products (lines) after 2:30PM on the shelves, but my shop has only 14 different lines, and if the Mystery Shopper happens to be there at that time (they have to count the lines), and if 1 line is missing, the whole Team lose the bonus.
This means, if I worked in the morning in the kitchen, worked my butt off to get the products on the shelf, then at 2PM I go home and at 5PM the shop is missing 1 line because the afternoon Team is understaffed to make more products, the Mystery Shopper happens to be there at that time and counts the lines. I then, who have already left hours ago, and can contribute NOTHING more, I lose my bonus for that week! Or even if I was off that day, working 5 out of 7 days, and this was my off-day, I lose my bonus if ONE person messes up in any way on the day I was off! And I can do nothing about it. My efforts went down the drain. And THAT is what Pret wants, colleagues to get mad at that one person or shift that made a mistake, even if it wasn’t their fault due to under-staffing!
Pret even goes a step further
Each product line HAS TO have at least 2 items behind its label. So, if the MS counts 15 lines of products, but ONE line only has 1 item, instead of 2, it means it is 14 lines. If the fridge has 15 different products (lines) but out of these 15 lines I only have 1 Cucumber Baguette (in its line) instead of 2 baguettes, I am “out of selection” and we as a Team lose the bonus!
An example I found on Twitter. These 2 BLT sandwiches in 1 LINE. If there was only 1 sandwich, this would NOT be a line. (Side-note: 4,70€ for a sandwich!)
Managers often find ways to “cheat” by taking a label out until they fill the shelf with the product. But this can get them a disciplinary as Pret wants the machinery to run perfectly at all times. Another way to cheat, and this is when it gets dangerous, is when they take a DIFFERENT baguette from a different line that looks similar to the Cucumber Baguette, and place this baguette behind the Cucumber Baguette to make it look like they have TWO. This way they avoid losing Mystery Shopper bonus, as the MS doesn’t have time to check all products perfectly but often just scans and counts the lines quickly.
This is also not allowed, but because Pret under-staffs and workers are stressed to the max, it forces Managers to cheat! One recent review by a Manager highlights this, and the danger it brings as customers take the WRONG item behind a label. Managers cheat in many ways to make the numbers look good, so as not to get bullied by their superiors, the OPs Managers. I was never promoted, because I refused to risk my job for Managers and OPs Managers bonuses! But this Manager’s (GM) review is very brave, as they even mention their city. But also in regards to the “fear culture” mentioned at the bottom of this review, this is not only in Edinburgh. I worked in over a dozen shops and it is systemic and everywhere:
Link Quote: “Managers are forced to cheat on results and break standards just so that the area manager looks good on paper, though he stays at home most of the days whilst the shops collapse.“
I often said to my Teams and bosses, who were frustrated at Pret, I always said that Pret is like a company that binds our feet together in a tight rope, and then demands from us to run! Any way you turn, you have to make constant decisions if to cheat and risk getting caught, losing your job – or if to lose bonus and get fear managed by the OPs Managers. OPs Managers who often sit in the pub at lunch time (I’ve seen it), or are at home as the above review states. I didn’t see an OPs for 3 – 4 months at a time. Once an OPs “visited” a shop for a few minutes to let their bossy attitude scare Managers and Teams, you knew immediately when they were there, as everyone was always talking about it in fear or annoyance the next day. So, OPs Managers get a shit-load of money, while having a laugh in the pub or at home during busy lunch-time rushes. And the only “presence” they show is via Emails stressing the shops for higher numbers! Typical Pret “leadership”.
This also shows in a recent review by a Team Leader from Chicago of the bullying environment:
