Shocking Comments

 

A Pret customer on Twitter responded to the blog post on the bullying environment in Pret that I tweeted, where a Manager was “Caught in the Act” bullying a Team Member right in front of customers. I posted many Pret staff reviews from Glassdoor, Indeed, YouTube, Twitter etc. on the systemic bullying environment of Pret, including in Head Office.

I get many responses, mostly of shock, as people have been presented with a clean, ethical image of Pret. I also get a lot of “hate”. I get blocked, cussed out, reported, ignored etc. And that is expected. And at times in my drunken state I have lashed out at people and received appropriate responses. My apologies again to all who were at the receiving end of my drunken Tweets. It’s a trauma thing I do, but it’s not an excuse! So, when people hit back, it’s completely understandable and I accept it.

But the “hate” I get most of the time is when I tweet in a normal or neutral way just raising awareness on Pret. And the opposition of course is expected.

But one person responded, who seems to really care, and asked a question I have asked myself many times:

»These comments are shocking.
Why isn’t the public aware of this mistreatment?«

 

2020-01-09 Shocking comments

Link

I explained a little bit in 3 Tweets, but want to put this into a blog post to not be limited in characters or get shadow banned.

My take on this, after over a year of hitting my head against a wall, is several reasons. I believe the following as a mix of reasons, in no particular order:

  • Most or many don’t care, like in real life, they are bystanders or show indifference. I literally had people tell me that they don’t care after I pointed Pret work environment out to them.

 

  • Also, many people flock to success, they are drawn to big shiny things and great stories. It’s human nature to want to believe a fairy-tale and what a company, organization or person “sells” to us as ethical, “natural” and good. Some people were so shocked about the reviews that I linked to, that they wrote things like: “I wish I never mentioned Pret” after I gave them a peek behind the facade. Or another Tweeter said, “Why are you doing this to me?” – as if I was ripping their illusions apart. We all have seen people or comedy where one person tells another person a truth, but the listener in a silly way holds their ears closed and starts talking or singing loud, so as not to have to hear the truth that is being told, like in this brief scene with Jim Carrey in >>> Dumb & Dumber. And this is how it sometimes comes across with Pret’s work practices that I post and the responses by people on social media.
    A great quote by Nietzsche sums this up well:

Illusion

 

  • I have several accounts on social media as my Tweets are censored (hidden from the public) which then hides my writings from Twitter in general and can’t even be found in search. Only when people go directly onto my Twitter feed are Tweets visible during a shadow ban. But who would do that, especially when not knowing about my account?! And Twitter knows that, denies that they shadow ban, yet even said that people “may have to do more work to find” Tweets. I responded to their right out lying about this in a Tweet over Christmas 2018 after I just became aware of shadow banning. More on shadow banning, which is modern-day secret censorship, and how they do it, please watch this undercover report on YouTube.

 

  • Mainstream media KNOWS my blog, but is in Pret’s pocket. I have contacted HUNDREDS of media people! Sure, they are worried of getting sued, but there are other journalists who wrote about Pret’s emotional labour practices. I collect their writings here: The Dangers of Emotional Labour. So, it IS possible to write about Pret without any repercussions. My writings are the most comprehensive, and if I can do it, anyone can, especially telling my own story AND pulling info from other Pret staff into one place, cross-referencing from other publications as well. 

 

  • Unions want to unionize staff, but I don’t know where this is at and I know that Pret staff are scared, often even too scared to leave, like I was. This recent review, marked in red, by a Manager I can absolutely relate to as Pret steeps employees in fear and brainwashing them. And this is not only in Scotland, as I worked in over a dozen Pret shops in London with my own horrific story with even Pret’s top leadership:

GM

Link

  • The majority of people are followers, not leaders taking risks. So, for example I myself as this “little” person raising awareness, I am unknown, unpopular, have 30 followers here, 2 there etc. Nothing “special”. If ONE person clicks like or RT on my Tweet or even goes a step further and comments in support, even though I am “nobody”, unknown, out of my mind in trauma at times etc. this person is a leader. If I was a known or famous person with 3 million followers and would write exactly the same thing, or even something banal, I would get thousand of likes, RT’s, would probably start a revolution! So, a person who shows their support on my Tweets is a leader, because they don’t go with the flow, but with what THEY value and stand for, regardless what others believe. Now, that doesn’t mean that everything I say or tweet is right, and everyone who agrees with me is right, but my point here is that people who “dare” to agree or support an unknown person is a leader who takes risks against the flow. In society, and especially on social media, it’s not about WHAT you post or stand for, but how many followers and likes you have, regardless what BS you may post.

 

be-careful-when-blindly-following-the-masses-sometimes-the-m-26295700

 

  • As the bullying in Pret is systemic it seems like such a big mountain to overcome. The number one “argument” I get on social media is, “well, this is everywhere in the world with all big companies”. My response is always that just because this seems (not is!) everywhere, doesn’t mean I have to settle for it! Also, that was exactly the complacency that people have and had before the #metoo movement grew and started kicking butt! “Well, that’s just what men do!” Nopes! Unacceptable! After what I’ve been through (my story with Pret is in the audio player and articles at the bottom of this post), I have come to the conclusion that life is just way too short to be exploited, stepped upon and thrown away like garbage!

 

  • I also asked health organizations like the Health and Safety Executive from the government, and other organisations and charities, for independent investigation into Pret staff deaths, particularly suicides. I wrote emails with detailed accounts to these health bodies, but they only investigate physical accidents at work that lead to death and investigate if they are work-related. I then continued to contact the press. I even contacted newspapers that I don’t like at all, just to call out for help like I’m drowning in despair! But apart from a handful of Journalists who cover the subject of emotional labour, there is not much interest, and those who showed interest seem to just want a quick story, but this subject needs thorough investigation and back-up. I was contacted by a Sunday Mirror reporter just soon after the first customer death from a Pret product became public. But at the I wasn’t ready for the press and the journalist was apprehensive about getting sued by Pret for covering my story. But I suggested to the Journalist to go undercover into Pret, and I was proud to learn that she did! I commented on her experience in “Undercover Under Pressure“.

 

  • My take also is, that the public frankly doesn’t care about low-wage workers in the fast-food industry or service work. I put a blog post together on suicides in companies and the toxic environment of Amnesty International: “Why is Pret A Manger not being Investigated on Staff Deaths?
    I mention the recent court case in France where 35 employees died by suicide. I followed this when it first broke in the news 10 years ago, then disappeared and now the former bosses have been convicted. At the time of my blog entry the case just started.
    Also, an independent investigation has been done after TWO Amnesty International staff members died by suicide and their detailed findings of Amnesty’s toxic work environment. In Pret I know of also TWO staff members who died by suicide, plus one who became suicidal, went to court against Pret, but lost. Plus myself having survived after having had close calls. Yet, no-one seems to be interested, as I believe fast-food workers are not a priority, compared to human rights activists or the sheer high number of suicides that cannot be ignored.

In Pret there were two suicides that I know of, plus two suicidal people (the man who lost his case against Pret and myself), plus the many staff reviews on depression, bullying etc. There must be more.

And with this, I want to keep this blog post short, compared to the long explanations I usually make. I want to thank Marina Lambrou for caring enough to ask this question! And I want to thank all the people who have liked, RT’d, commented, DM’d and emailed me. I have had some amazing encouraging words from customers and staff alike. I will not out them of course, but one email from a customer made my day a while ago. This customer tweeted to Pret about having received their first free coffee and how exciting this give-away scheme is etc. I just posted the Mystery Shopper YouTube slide to them, where I put excerpts of real Mystery Shopper reports. But in the video I concentrated on the smiley service and posted only about 5 – 6 questions out of the 30 (THIRTY!) that Mystery Shoppers are tasked to test staff on every week! I said nothing more and just let the video do the “talking” where staff are tested if they smile, give eye contact, chat, give freebies etc. These Mystery Shopper reports show how staff “have to” be so cheery and efficient NON-STOP in a high stress workplace to not lose bonus. So, the public thinks that Pret is such a friendly and happy workplace, while in reality it’s fear managed and driven by cash incentives.

About an hour later, I already forgot about their Tweet, as I move on quickly to post to other people, not having a big platform to reach the “masses”. The person emailed me via my contact form and said these very simple, brief, but touching words that had me in tears:

»Hey, I just posted thanking Pret for a free coffee. Thank you for raising attention to this, I had no idea. I shall let others know too. And of course I’ve taken down that tweet. I’m sorry that you had such an awful time at Pret.«

I checked, and the person really took down their Tweet. These kind of responses and feedback keep me going! I read many times on people’s Twitter profile things like, “changing the world, one tweet at a time”. And the thought that if what I post would reach more people quicker, instead of painstakingly contacting individuals one by one, what opportunity and change may actually come! But it’s worth the slow progress, one Tweet at a time, one more shadow ban, and one more time getting blocked and reported. It’s worth it.

Thank you for reading.

 

 


 

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:

©2020 expret.org


Unless otherwise stated or linked to, this website and all writings within this site are the property of expret.org, poetrasblok.com, LateNightGirl.org and are protected by copyright and other intellectual property laws. Reproduction and distribution of my writings without written permission is prohibited.
©2017 – Present: expret.org, poetrasblok.com, LateNightGirl.org unless otherwise stated. All Rights reserved. Disclaimer.

Pret A Manger Head Office Reviews

 

London Victoria HQ reviews from various departments, as well as some corporate reviews from New York.

 

HQ Bullies

Link People don’t seem to get promoted unless you are a bully or belittle your team members. The place is toxic.

 

2019-01-23 Great Brand Poor Management - RVW24352473 marked

Link

 

It Analyst HQ Head Office Review

Link

 

NEW

2020-01-05 HQ Customer Service Team review

Link  The company doesn’t support their employees and think that it is okay for their employees to belittle, bully and intimidate team members as well as ostracise them from the entire team. … the actual manager of the CS Team was lovely but everything was out of her hands…

 

Las Vegas

Link

01 Go back to UK

Review by a Corporate, NY

 

17 Odd

Review by former purchasing Director, NY

 

2017-05-26 Pure Misery

Link “This place is what hell must be like.”

 

My own experience with Pret’s HQ was when HR used a Development Manager to gaslight me. She supposedly had a brother who died and was not discovered for 10 days in his flat, like my brother died and was 6 days not discovered.

Link to article: Lila Tighilt Warren and her Brother Zain ~~~ and ~~~ Lila Warren, David Carter, Clive Schlee. My full story with Pret is in an interview at the bottom audio player on a podcast based in California.

In a nutshell: Pret A Manger is a very toxic, corrupt and bullying company behind that “happy” facade.

 

Former CEO Clive Schlee’s legacy, Glassdoor:

2019-06-30 44 staff 50 Clive

 

New CEO Pano Christou:

2020-01-05 Pano 40 36

Link

 

The following Unions cover the food industry (links to Twitter):

BFAWU1McStrike (UK) — Fast Food Forward (USA) — GMB UnionUnitePret Staff Union (UK, not as active) and others. The BFAWU is very active with McDonald’s strikes and are very informed about Pret A Manger issues.

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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.


Interview:

©2020 expret.org


Unless otherwise stated or linked to, this website and all writings within this site are the property of expret.org, poetrasblok.com, LateNightGirl.org and are protected by copyright and other intellectual property laws. Reproduction and distribution of my writings without written permission is prohibited.
©2017 – Present: expret.org, poetrasblok.com, LateNightGirl.org unless otherwise stated. All Rights reserved. Disclaimer.

Day 23: Pret A Pedia

 

Day 23 of >>> Away in Pret A Manger Ad-VENT Calendar

 

The Most comprehensive website on Pret A Manger anywhere on the Net that the press is trying to ignore and remain quiet about. Writings from a former Pret employee, having survived systemic workplace bullying and gaslighting under Pret’s HR, CEO Clive Schlee and a Development Manager from HQ, who’s also an NLP Practitioner and Hypnotherapist under the National Hypnotherapy Society. On a side note, many Pret leaders from HQ and Operation Managers are NLP practitioners. It seems Pret encourages them to the NLP course, and if one researches on Neuro-linguistic Programming, it is or can be a tool to manipulate people.

As my website has become quite large with various writings from behind the scenes, I decided to create an Index to the most important issues regarding Pret A Manger, that portray themself as this ethical and caring company.

I am still in disbelief myself on what I went through, and writing about it helped me survive and come back to my senses, and expose Pret A Manger! I declined 4 settlement offers from Pret if I am silent about my ordeal and never go to court. I explain in full in my interview at the bottom of most pages here or as the first feature of the below index.

The very fact that Pret did NOTHING after TWO customer deaths, a third nearly fatal, several hospitalized, and numerous warnings ignored, should ring massive alarm bells! But the public remains lulled in, especially in the UK whereas in the U.S. it would hail a storm of lawsuits! The German Reimann family behind JAB, the new owners of Pret, work very hard to divert issues opening in various countries in a whirlwind, more charity work etc.

I write so boldly and loud because I almost lost my life, having been targeted and bullied during already traumatic bereavement. I had several close calls at the bridge and am very proud that I made it through to expose this company!

If this is the only thing I do, having survived this toxic company that hides behind the shiny PR[et] facade and fake smiles, I will do it as thoroughly and detailed as I did when I worked for Pret! I wasted 10 years of my life in this company and explain in my interview how I went through this. This is not about a dis-grunted former employee, this is more. This is about a company that portrays itself to the public as this ethical company and lures in customers as well as employees, exploiting staff for profit. This is just a usual business out for profit as any company is, but the public has been lulled in for years about Pret A Manger and it is human nature to want to believe a fairy-tale…

I confront Pret on a suicide of an assistant manager in 2017 of whom I learned prior to her death. I almost went over the edge, Pret hid TWO customer deaths until it became public, how many suicides of current or former staff happened no-one knows about.  I was recently leaked an email that Director of HR Andrea Wareham sent to all Pret shops informing them that two Pret staff have died in two different UK shops. One of them I was told was a suicide, the other person’s death is unclear to the persons who leaked the email. The press is informed and in my 10 years in Pret having had access to Pret emails as I was a team leader, I have never seen an email regarding staff deaths.

Pret must have learned from the customer deaths they never even told us  about and also my situation that the truth will always come out.

It is my biggest regret having wasted my time, skill, effort and care for Pret A Manger.

If people don’t believe my story, I have evidence and confront Pret openly on Twitter, Facebook etc. Again, I explain in my interview why Pret is not responding. All I can say to everyone regarding the nice facade of Pret or any company is:

If something looks too good to be true, take a closer look!

The below Index takes openness to read, as many people want to believe the fairy-tale that is Pret A Manger. Only the Unions, Activists and some from the Press know better and look closer.

 

Illusion

 

I start the index with my own story in an interview and continue with general issues, categorizing as best as I can. Any reader and writer, please be aware of the work I’ve put into this website before you just cope & paste and mind the copyright. I have other websites as back-ups. I am open for any interview and article feature, as well as questions.

Any new writings in the future that I may add, I will indicate as UPDATE or NEW.

 

Index:

Links open in a new window / tab

 

INTERVIEW

For the first time I share my story with Pret verbally in an interview on a podcast based in California. Interview with The Adam Paradox: (The interview can be played while scrolling through this page and is featured on my website at the bottom of most pages)

 


 

ARTICLES

Two articles I wrote that is featured in the monthly Scottish Left Review editions –

May/June 2019: “On the Frontline: Crushed by Corporate Capitalist Culture

Nov/Dec 2019: “Pushing Back Against Pret

 


 

PRESS

Journalist Amy Sharpe from the Sunday Mirror went undercover into Pret after reading my blog, and having suggested to her to go undercover. I added my thoughts to her report in “Undercover Under Pressure

 


 

May 2019

LINK >>> TWO recent Pret staff deaths

I was leaked an email that HR Director Andrea Wareham sent to all Pret shops mid/end of May that TWO Pret staff have died within a month. One staff I was told was a suicide, the other TM the “leakers” don’t have the info. It’s not the first suicide in Pret!

 


 

£1000 FOR ALL STAFF
(£800 after tax)

Timing of Clive Schlee’s £1000 announcement (after he became aware of my Blog)

 


 

PRET STAFF REVIEWS & COMPLAINTS

On the below slideshow I added just a selection of staff reviews and comments to save long blog entries. These are from review websites like Glassdoor and Indeed, but also from YouTube, Twitter, Facebook and other websites where people commented on the work environment in Pret.

Just some examples, before the Slideshow, from former Pret employees in NYC, London etc.:

Pure Misery Go back to England - RVW15228294

 

Go back to UK

Link

 

2012-07-23 Ex GM

Four years after Bridgepoint took over Pret and tasked to open on every corner in London specifically. Scrolling to the 23 July 2012 at 12:53 comment.

 

2019-03-07 Modern Slavery

Link

Las Vegas

Link

 

IT Analyst HQ

Link

 

2019-06-30 44 staff 50 Clive

June/July 2019 overall figures on Glassdoor

 

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The above slideshow is just a selection, the list goes on in —> Pret Staff Complaints

YouTube

 


 

CEO CLIVE SCHLEE RETIREMENT
NEW CEO PANO CHRISTOU

01. July 2019: Announcement of early “retirement” of Clive Schlee supposedly in September, but new CEO Pano Christou is already featured on Glassdoor, probably to avoid further negative voting for Schlee.

A list of articles I wrote on Clive Schlee: “Clive Schlee – Late Night Girl Articles

Article on Pano Christou, new CEO officially from September 2019.

 

2019-07-22 43 staff - 0 Pano

July 2019 New CEO, new start on Glassdoor

 

October 2019

2019-10-02 Pano 38 26

 


 

CUSTOMER OBSERVATIONS
on Stressful Work conditions

The Pain of Working at Pret A Manger

Pret Staff work in overheated shops. Customer complaints on behalf of employees regarding excruciating work conditions in 35-40ºC+ heat for prolonged time, weeks and months.

Caught in the Act at Pret – Customers witnessed bullying.

 


 

FORCED SMILES & HAPPINESS
for Mystery Shopper Team bonus, extra £200 individual cash rewards and fear management

How Companies Force Emotional Labor on Low-Wage Workers

The Truth Behind the Pret A Manger Smile via cash incentives and fear management

How Emotional Labour Harms us all – my comments on an article in the NewStatesman

 

Pret Uniform2

 


 

PRET’S MARKETING with Charity
and Former Homeless People

Open Letter to the Pret Foundation Trust

 


 

ALLERGEN DEATHS
and Pret’s procrastination

Ongoing Issues – Hospitalization, mislabelling, cross-contamination, understaffed …

Vegetarians eat Ham and Meat products – more ongoing issues

Pret’s Labelling Commitment?

Allergen Label Warnings Pret ignored before and even after customer deaths

Pret on Trial after Allergen Death – 6th December 2019


 

VARIOUS LAWSUITS
(that I’m aware of, there are more, but depending how public they are)

A recent staff review from New York mentions that Pret is constantly being sued. In the UK the legal system isn’t as helpful:

Worst

Link

USA: Two Wage Lawsuits settled that Pret employees filed, re-paying 4000 workers (middle section of page).

USA: Deceptive Packaging Class Action settled. But the misleading packaging still continues.

Pret A Manger – Ready to (ch)eat Lawsuits vs. Pret on the “Natural” Food claim while Glyphosate was found in food. Change of signage, packaging and Website.

USA: 2016 “sesame reaction” Lawsuit and Pret doing ZERO
At the bottom of the page: A New York customer suffered an anaphylactic shock from unlabelled sesame in a Pret Wrap. He lost the case, yet Pret still did nothing to label food even after Natasha Ednan-Laperouse died from the same unlabelled allergen in the same year of 2016.

USA March 2019 Court PDF Document of new lawsuit regarding Pret’s “Natural” claim. List of chemicals from page 10 onward.

No Lawsuit, but ongoing complaints regarding the watery Chicken Broccoli and Brown Rice soup

NEW Slideshow: Pret A Manger Bang Bang Rip-Off Wrap

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FREE COFFEES MARKETING

And why Pret doesn’t do a Loyalty Card System

 


 

EXTERNAL PRESS ARTICLES

Pret A Manger and “broken windows” syndrome

My Comments on Sathnam Sanghera’s article in The Times: “Pret was the best thing since sliced bread but private equity ruined it”

Man invoices Pret A Manger and EAT. for time spent waiting in shops

The Guradian article: “The brilliant Pret a Manger marketing con we want to fall for

 

… more to come

 

10 Chicago Pret horrible company to work for

A customer’s comment in Chicago regarding a deceased Pret employee and Pret in general.

 


 

Lastly, THE Best description of SYSTEMIC Workplace Bullying and what I have gone through under Pret’s senior leadership and HR, is summed up in this text I found on Twitter.

I have spent over a year writing my hands into a carpal tunnel (not really, just using a metaphor!) on what I’ve been through in Pret A Manger. I described how systemic and toxic Pret’s bullying is behind the smiley facade!

I can wrap up my whole experience and website in this one text:

 

Describtion Systemic Bullying

From Twitter @scwb_now

 

Further Staff Reviews, one which states that they felt always being “hounded”. I based more reviews in a YouTube slide on this statement:

 

“Worked into the ground without empathy”

 

Smile for the Mystery Shopper – Forced to do emotional labour for cash incentives and fear management (I re-named as the “Misery” Shopper)

 


 

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:

©2019 expret.org


Unless otherwise stated or linked to, this website and all writings within this site are the property of expret.org, poetrasblok.com, LateNightGirl.org and are protected by copyright and other intellectual property laws. Reproduction and distribution of my writings without written permission is prohibited.
©2017 – Present: expret.org, poetrasblok.com, LateNightGirl.org unless otherwise stated. All Rights reserved. Disclaimer.

Day 20: Plastic vs People

 

Day 20 of >>> Away in Pret A Manger Ad-VENT Calendar

 

Above picture is from the Business Insider article … trash dumped from ships could be a major culprit.

Regular readers who know my blog know that I mainly write about Pret A Manger staff issues, systemic workplace bullying, exploitation etc. My own story is at the bottom of this page in the audio player interview on a podcast.

I read a lot of comments from environmentalists and vegans who do their activism on plastic pollution and animal welfare. When I mention how Pret staff are treated behind the smiley facade, many respond along the lines of “yes, but … plastic … but vegan … but ….”

It amazes me how people separate people from waste and animal issues. Yes, of course we all have our area of activism, I campaign mainly on employment issues, but I’m also working on being more environmental friendly, eat less meat already etc. And no, any vegan out there, don’t judge me regarding eating meat. I understand the passion behind these campaigns. But from an employment perspective, people are going in circles when they go on Twitter complaining to Pret that a Barista was handed a reusable mug for a latte, but the Barista used a paper cup to measure the coffee in, poured it into the reusable mug, and then threw the paper cup away.

Pret then responds in a generic way, with their usual copy and paste sentences of ,”oh no” and “which shop this was from”… pretending to be surprised and care. Thus, the customer gets off Pret’s back, assuming it’s just a stupid Barista not having gotten the memo!

Reality is still too much for most customers to handle.

Pret A Manger, like many large corporations are a profit-driven, now multi-billion pound company under private equity. Low-wage staff are neither trained nor does Pret care to educate and tackle the waste problem. The public for most part just assume that it is a long way for Pret to get on top of this, while in reality waste is cheaper. And it is cheaper to not employ more staff to work on dishes. And it is cheaper to keep work spaces small and customer areas expanded for more profit, thus not creating room for dishwashers and stock room for crockery, metal cutlery etc. It’s always about money. Period.

People ignore that the plastic ocean has a lot to do with big corporations dumping plastic waste into the ocean, that was supposed to be shipped to other countries for recycling. Dumping plastic waste into the ocean is, again, cheaper than bringing it to recycling facilities in those countries.

Apart from above article, I can recommend to watch the documentary The Change by a group of students who started to scratch the surface on the ship waste dumping. These guys made an experiment of living for one week completely plastic free, and how challenging that is. I only found the trailer, but if anyone can find the whole film, I can only recommend it:

 

These students only started to scratch the surface on the plastic-dumping ships. And it makes sense of course that it is not you and I, sitting on the beach with a cocktail, sipping through a plastic straw, and after we finished the drink we threw the plastic straw into the ocean! Nah, that’s not how the countless tons of plastic ended up in the ocean. We only try in our frivolous way to aim for bio-degradable straws and bring our own reusable mugs.

Pret and other multi-billion pound companies just do these ridiculous little things like paper straws as a smoke screen and whatever else the government order firms to do. And the reality continues, keeping the rest of the business swamped with waste, and no-one’s waking up, yet. Yes, of course every little helps, and every little start is a start. But Pret A Manger and other large chains CAN implement change much faster than they do! Believe me, I know how fast Pret can change things IF it affects their profit! Believe me! I have seen it! And reading Pret’s Tweets, that over many months customers complain about plastic cutlery, and then they complain about the wooden fork, and then the flat soup spoons etc. And the wooden cutlery disappears again, and then it’s being re-introduced again … and the chaos continues! Inconsistent, inefficient, ineffective.

Plastic cutlery and napkins were removed, doors were closed with signs on them to save energy when Extinction Rebellion hit town, then when Extinction Rebellion left, the cutlery was moved back to the bin station customer area and the doors were opened again.

There’s is a chaotic mess with plastic vs. wooden cutlery, back and forth. And no-one is staying with it and digging deeper.

But back to the people issue. I write extensively and collect staff reviews on how Pret really treats their employees behind the happy facade. I give many examples with screenshots of what staff say in anonymity in: Caught in the Act Bullying in Pret.

And it is beyond me how we can separate people from issues like animal welfare and the waste problem. Pret staff get bullied to work fast for profit. If they don’t function, they get fear managed, all while faking a smile to not lose their job. If they don’t make friends with management they get fired fast. It’s the same elbow mentality like in big business.

This exhausts staff, makes them depressed, I was suicidal after being bullied during bereavement as Pret doesn’t want any “inconvenient” employees. Again, my story in the audio player at the bottom of this page.

Pret staff have thrown away brand new food products still in its boxed packaging to sabotage their bullying managers and ruin managers’ quarterly bonuses. Baristas using paper cups to measure liquids for reusable cups. I explain in my blog post Daily Food-waste in Plastic to Landfill why staff waste so much food. Shops are understaffed to maximize profit, staff are not paid for overtime.

 

2019-06-06 Food Waste from Fridge to Bin

Link

 

2016-01-28 food waste bin bags

Link

 

2019-07-22 Food waste

Link

etc. etc.

And only few of the reviews and comments on social media by staff:

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The above slideshow is just a selection, the list goes on in Pret Staff Complaints

If a company is only concerned about the profit margin and exploit their staff, save money on anything they can save on, the public remains fooled because change can come VERY quick if that is their priority.

If staff are exhausted, depressed and remain in low position and low pay even after years of employment, they stop caring. And this in turn reflects on the waste and even on animal welfare, as milk is wasted unnecessarily. Food, eggs, meat are wasted DAILY unnecessarily, because companies like Pret overproduce to raise the profit. And even with the humongous amount of waste every day, they make hundreds of millions of pounds annually.

Former CEO Clive Schlee pocketed £30 million on BONUS alone! Add to that all the other top leaders and share holders wages and bonuses! Even with all the waste, this is very lucrative and all the customer complaints on Twitter are a joke. Pret just gives their generic replies, and people swallow it so easily and get excited for a cheap free cookie or coffee. And then Pret raise the prices because someone needs to pay for all the freebies, and it won’t be Pret! I explain further in Free Coffees in Pret.

£30m

From the Daily Mail

People don’t understand that things are connected!

If employees are treated with respect, reimbursed properly for their labour including paid overtime, have a saying in decisions etc. they will have the strength, motivation, resources and care to help tackle environmental issues.

I know Pret staff, I know how they talk behind customers’ backs and make fun of the vegan issue and waste problem. Low-wage workers who are upset at the cockiness of snobby customers. Employees who have no strength left to care. Staff suicides I continue to ask for independent investigation.

Two customers have died in Pret, a third incident was nearly fatal and numerous warnings ignored by Pret. And the public for the most part still live in LaLa Land. If Pret that didn’t act on customer deaths and ONLY slowly implementing change with the labelling BECAUSE the deaths became public, you are kidding yourself to believe that Pret cares about the environment!

Other companies can do it, like Black Sheep Coffee and many independent businesses. But people want to believe the fairy-tale that is Pret A Manger with their sweet-talk and little paper straws and wooden cutlery, while other waste issues remain.

black sheep coffee

Evening Standard

How Black Sheep Coffee and other environmentally conscious firms treat their staff I don’t know, but my point is that it is possible to change the waste problem if this is truly a company’s priority.

And my main point is that if staff are treated well, they will care for the waste issue, animal welfare etc. So, if people want to continue to believe that Pret is an “ethical” company, please scroll down to the screenshots of this blog entry again.

 

 


 

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:

©2019 expret.org


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Day 13: A Day in the Life of a Pret Worker

 

Day 13 of >>> Away in Pret A Manger Ad-VENT Calendar

 

The Truth behind the Pret A Manger smile, and the emotional, mental, physical and financial cost to staff.

 

Timothy Noah Quote Emotional Labor

LINK to Emotional Labour article

Upfront, Pret staff will NEVER spill the beans on why they are so cheery! They remain professional because they fall for the Pret trap like everyone. They only out themselves anonymous on review websites, YouTube etc., further below. Just very few speak out publicly. Even during the darkest period in grief and being bullied, I never even hinted to a customer what was going on! I was complemented on my professional service, smile, giving free coffees, and no-one knew that after my shift I went to the bridge at times.

 

~~~ Here is the Short Version ~~~

In a nutshell why ALL (most) staff members EVERYWHERE in Pret are ALWAYS so smiley, cheery, friendly and helpful. No matter how busy and stressful it is.

The magic words: Mystery Shoppers

Mystery Shoppers (MS) are tasked to probe into a list of things every week in every shop, like if there is an adequate amount of selection during certain times, or if the shop incl. toilets are clean and so on. The most important thing the MS have to probe is customer service. I call them the “Misery” Shopper because many times they were so micromanaging pointing out the smallest stain on a table or a smudge on the window!

For Team Members there are two “motivating” factors for the smiley customer service:

  1. Cash incentives. Overall bonus for the whole shop team which is £1 per hour worked. So if a Team Member (TM) worked 40 hours that week, they will get an additional £40 on top of their contracted wage for that week, provided the MS report was all in the green area and then gave the bonus to the whole team. Managers’ bonuses are given quarterly. But a TM can individually also earn extra cash on top of the bonus (or even if the bonus for the whole team was lost).
    This is called an “Outstanding Card” (OC) which is £100 extra if the MS is super happy with a particular TM or even General Manager (GM), Assistant Manager (AM) etc. Meaning, if the TM “kissed butt” especially hard, gave a freebie etc. they can earn that extra cash on top of their wages and team bonus. If the report is 100% perfect scores and the MS awards an OC to a staff member, that TM earns double = £200. So, that one staff member gets their weekly wages, the weekly bonus PLUS the extra £100 or £200 cash. £100 OC (Outstanding Card) or £200 SOC (Super Outstanding Card).
    Side note: An Outstanding Card is not literally a card, it’s just a name for the extra cash award. There are no cards given, “just” the money. So, when a TM is EXTRA SPECIAL nice, it is often (not always!) that they assumed they’re serving the Mystery Shopper!
  2. Fear Management. If any TM or several of the Team messes up in any way resulting in bonus being lost for the whole team incl. GM (bonus not awarded by the MS), the angry manager will have a word with them. Depending what the bonus was lost on, this often is done in subtle or direct fear management where staff are made to fear for their job or position.

 

2018-01-23 Outstanding Card

Link The reason why she got the Outstanding Card and with it the extra £100, or £200 if the shop had perfect scores, is the white writing on the red background. The Mystery Shopper rewarded this TM for this reason, quote:
“I noticed that the avocado in the remaining veggie box salads were brown and I asked if there were any fresher ones. The team member said she would ask the kitchen to make me a fresh one. She telephoned them and said if it was okay she would take the veggie box to the kitchen and they would replace the avocado for me.”

Other times a TM gives a free coffee to the Mystery Shopper but does NOT get an Outstanding Card. It is completely up to the MS what blows them away and what not.

NOTE: The bonus is also used by abusive management to manipulate staff members. For example: company policy is that when a staff member (except Managers & Assistant Managers who are on the monthly pay-role, not on hourly pay) calls sick, even just for one day, they will not receive their bonus for that week. Also, when staff members come to work late, they get their bonus cut. BUT while the bonus cut for sickness is company policy and already bad enough, the lateness issue is supposed to be in the discretion of the Manger. So, if I come to work always on time, even earlier, and one time I am late 5 minutes due to traffic issues etc., the Manager could (and should) be merciful as they would know me to always be on time.

But I have worked with Managers who didn’t like me or another Team Member and cut our bonus mercilessly! We had to then fight and reason with management why they are so harsh, while letting their favourite staff members off the hook regularly.

Also, bonus is cut for stupid reasons. I was threatened by a Manager early when I just became a Team Leader and wasn’t even trained well. In those days Pret had the burgundy plastic opening/closing sign that you needed to slide open for the opening time, and slide close to the closing time. In my early days I forgot to slide it to “open” about 2 – 3 times a week. But instead of training me how to double check everything before opening time, I was threatened that if I forget to slide it to open, that my bonus for that week would be cut. It was absolutely kindergarten and ridiculous. A colleague of mine got his bonus cut because he came to work after a few days off with a beard. Pret demands staff to speak with management first when they plan to grow a beard! Yes, I’m not kidding! So, the staff member flipped out, had a big verbal fight with the Manager and left Pret because that was just the last drop on the barrel for him.

Abusive, insecure and immature Managers use the bonus as fear management.

Pret Staff Tweets:

2017 Mystery Shopper sick pay

The £45 Mystery Shopper bonus she’s talking about is that she would have worked 45 hours that week. Each hour is £1 bonus, as Pret cuts the weekly bonus even when staff are sick for 1 day that week. And the rest £55 she means is the hours she lost for that 1 day. And Pret only responds to her Tweet because it’s public. In reality Pret does nothing and doesn’t care if staff are sick.

A Tweet to the then CEO before his “retirement” in September 2019, by a frustrated Team Member:

2019-06-05 TM bonus cut sick mystery shopper

Link

 

~~~ And here is the Long Version ~~~

I cover mainly the “smiley” culture of Pret in: “How Companies force Emotional Labour on Low-Wage Workers“, but I want to take the reader through a typical day in Pret A Manger, and why this MS scheme is dangerous for mental health, not to mention patronizing and humiliating. This Tweet is by PAMSU (Pret A Manger Staff Union) who got fired in 2012 for starting a Union under the pretense of having made homophobic remarks ten months (!) before:

 

PAMSU Dismantle MS

Link

 

End MS

Link

 

First of all I want to start off by saying that I don’t think a Mystery Shopper scheme is a bad idea, I think it can be helpful to improve customer service where needed. The problem with Pret is, they take this to intense levels which I find abusive. Or in the words of a case study, quote:

»The case is about the enforced happiness of the employees of Pret A Manger. Here, the employer demands those persons who have specific attributes and capability to appeal to the senses of the customers to attract them. … It presents an extreme case of emotional labour that the employees of Pret A Manger are made to practice while selling cheddar and tomato sandwich. Emotional labour is conceptualised as a practice that sabotages the rights of the employees

— From Arsalan, Case Study

The extreme “perfection” staff have to reach is done to create a picture to the public, that staff are so happy to work in Pret. In reality they are tasked to “perform” emotional labour (or “labor” for American readers!). It opens the door to abusive leadership, bullying environment forcing staff into “unnatural” behaviour they would normally not do, unless they “feel” it. And with many other abusive situations, like even domestic violence, harassment etc., any aggressive behaviour that is systemic, people get conditioned to it, accept it as norm, but suffer internally and in silence also because it is systemic and seems acceptable. Everyone is subjected to this, so they feel they go out of line if they complain. At least that’s how I often felt, because everyone “is doing it”, it must be okay or normal to keep smiling even while bereaved. I share in my interview at the bottom of this page the horrific time I went through while already traumatized after I lost my brother.

Even journalists “get used” to abuse and accept it as the norm:

Journalists getting used to harrassment

Link

I want to share a rough timeline of activities on a day-to-day running of a Pret shop, as well as a little bit of the kitchen to paint a true picture of the immense stress staff are under on a daily basis. I was a Team Leader of the shop or also called Floor Leader (FL) and know working in the shop inside out. I can’t speak much about running a kitchen, but will briefly touch on the kitchen. The shop and the kitchen are like two separate businesses that need two separate leaders. Both have their own separate challenges as well as positives.

2019-11-29 View into Pret kitchen photo2

Link

For example in the shop staff HAVE TO smile and perform a cheery presence, while in the kitchen they can just be themselves. In the kitchen they have no windows, have to work super fast assembling products without time to think until their break (or until they literally break!). In the shop there are windows to get daylight and space, while still having to clean, stock up etc. In the kitchen the staff can choose their own music BUT the music has to be LOUD and FAST, so they work fast! Pret sells this as “fun” while working, but in reality it is a beating drum to set the pace. But at least they can choose their songs. In the shops staff cannot choose and have to listen to the same old, same old, same old tunes every single day for months and months, until Pret changes the playlist! And many other differences between the two work areas. (Side note: the music in shops is also loud so that customers don’t linger around too long occupying seats 😉 The money has to flow…) And many other things that vary between the kitchen and the shop.

I often “mediated” between the two teams when they were at “war” pointing fingers, where the kitchen felt the shop team is lazy or the shop felt the kitchen team have it easier. I always pointed out to both teams that each team has their challenges as well as good parts, but that EVERYONE works hard and has a lot of stress, just differently.

The most poignant Pret staff review I came across. It’s from a worker who mainly worked in the kitchen, but also had to jump in helping at the tills doing customer service. This jumping back and forth is VERY common in Pret, and very frustrating for staff:

Annihilate Humanity 45

Link

Hierarchies

Shop hierarchy:
General Manager (GM) and Assistant Manager Floor (AMF) are in plain business attire
Floor Leader (FL) – Green belt and name badge

Baristas/Coffee Makers – Black belt, shirt and name badge
Hot Food Chef (HFC) – Red belt, and name badge
Team Members (TM) – Burgundy belt and white name badge. Sometimes wearing red apron to help the Hot Chef out.

The colour of the badge is the main indicator of position, not the apron or even shirt.

And whatever other position Pret comes up with, as they sometimes add job roles. But these are the main roles distinguished in their colours (belt, name badge) so outside teams can quickly identify who’s who.  The most important who does most of the hard work is the Team Leader. They really are the ones that run the shop, if they are good and don’t imitate most GMs who like to sit in the office, don’t help and just shout like slave masters.

Kitchen hierarchy:
Again the same General Manager (GM) but a different Assistant Manager Kitchen (AMK), plain business attire
Kitchen Leader (KL) – Green belt and name badge
Team Member Trainer (TMT) Blue belt and name badge
Team Members (TMs) – Burgundy belt and white name badge

Kitchen TMs, the sandwich makers who are called “chefs” by Pret to make them feel better and portray to the public as if there was some real cooking going on in the kitchen! Lots of patronizing and fooling slogans like “Lovingly made in this kitchen today” bla bla…

In reality all the food comes already cooked, except the frozen bread, croissants etc. But all ingredients are ready cooked and delivered daily from factories. Hence also “Ready to Eat”. The soups come in large plastic bags and are heated in water baths. All other ingredients are like we have at home after getting the shopping from the supermarket. There’s no cooking involved, just heating up and assembling a sandwich. Even the “poached” eggs that do come raw, are just heated in sealed plastic pouches in a water bath. There are no pots and pans and stoves in Pret kitchens!

One recent staff review:

2019-06-11 Nightmare Stop Being Evil

Link Under Show more: “The food isn’t fresh, it’s shipped already cooked in plastic bags and reheated. A joke.”

 

As the shop and the kitchen are like two separate businesses in each shop, the AMF and/or FL run the shops and do the ordering for the shop, look after the Team, customers etc. The AMK and/or KL do the ingredient ordering for the kitchen, look after the Team etc.

As all Prets I’ve worked in are under-staffed to maximize profit and managers’ bonuses (incl. area managers and upwards) many TMs are pushed to multi-task. If a shop is lucky, they have 3 TMs on the tills in the mornings if there are 6-7 tills. They have 1 Barista with the GM doing coffee as well, as this is easier than customer service at the tills! GMs don’t like to work on the tills! As there aren’t enough staff, they ring the bell for one or two of the kitchen staff to then come out and help serve the queues during the morning rush. This puts an immense strain on the kitchen staff, who then get behind on their production, where they are expected to do a certain amount of products per hour. If they fail to finish in time, including cleaning etc., again they will be motivated through fear management and are bullied (subtly or openly) to work overtime, unpaid.

 

LackStaff

Link Barista 2019

 

Unpaid

Link 2018

 

Unpaid2017

Link 2017 NY

 

Unpaid2

Link 2015

 

Unpaid2014b

Link 2014

 

Unpaid2011

Link 2011 NY

“It is clear they have little to know training and have absolutely no training or experience in employee relations or even customer relations for that matter. Every manager I have worked with – I have worked with 6 – will immediately try to belittle you. Not sure exactly why this is such a common practice among managers but it is an intrinsic behavior within the company itself. …Very, very sad reality of Pret. -Company culture….”

 

Unpaid2014

Link 2014 “Manager at my shop treated everyone really poorly. Expect you to stay longer to complete your job for free when not enough time is given. Constantly missing hours from extra shifts taken. Have to ask every week to see if they have repaid those hours and in some cases takes months to chase back.”

NOTE: The “for some reason” is more systemic than this and many other TMs realize. I had to chase my money CONSTANTLY.

 

2017-05-26 AM NYC Pure Misery

 

25 Staff complain in Twitter not paid HR

Link

 

03-wages2-1-e1554218697911.jpg

Link

 

Pret had to settle two class action lawsuits in NY within 4 years on wage issues. In the UK people never do a Class Action, but it would be high time for Pret staff to go to court on wage issues!

 

Wgae Lawsuit

Link

 

Customer observations:

2018-10-20 Staff cry

Link

 

2019-03-22 Customer Noticing busyness Pret1

Link

 

2019-03-22 customer kings cross emma observation stress

Link

 

MS Cough

MS: “Team members should smile at customers and may not work when ill, as team member was coughing whilst serving me and was therefore not feeling cheerful enough to smile that day.”

I coughed while serving the Mystery Shopper as I had a cold. But I chose not to stay home as we were not paid the first 2 days even when we have a sick note.

A typical day in Pret (underneath the slideshow)

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The above slideshow is just a selection, the list goes on in —> Pret Staff Complaints

 

A typical day in Pret

Main “Crunch” Times based on an average shop:
5AM
6AM
Between 8-10AM
Between 12 Noon-2PM
Afternoons until closing time.

I share these times from all the shops I worked at, with an average of 6 – 8 tills and a team of about 25 – 35 staff.

 

5AM start of shift. The first TMs come in and hopefully no-one called sick, as even ONE person missing puts incredible stress on the rest of the team because every team is tightly staffed.

Between 5-6AM there are around 6-8 TMs and later from 6 or 7AM onwards more people start coming in.

Kitchen TM starts preparation of slicing vegetables.

Shop TM, often the HFC but can also be the Barista, starts baking frozen croissants and baguettes. Every shop decides their own way who starts the shifts.

A Team Leader, can be KL or FL, should be starting first with Health & Safety checks, like taking the temperature of all cooling systems in case any fridge/freezer broke down over night warming the food which has to then be thrown away to avoid food poisoning. They also start checking the huge delivery of ingredients and products to make sure that nothing is missing, which then has to be re-claimed from the suppliers.

But reality in Pret is, because they like to staff very tightly, the first 3 – 6+ people from 5AM have 1 hour to get everything ready for 6AM opening time. It is extremely stressful to get everything done in time for opening, especially when the evening shift before left the shop in a bad state.

Many who are new make the mistake and start before 5AM UNPAID!! Because when they can’t finish in the unrealistically short time they’re given, the GM pushes them in pretense that they were not working well or fast enough. It’s psychology that happens in most Prets! But most of the Teams I’ve worked with are extremely hard working and work very fast, but are fooled and manipulated by managers who come in at 8 or 9 o’clock pressuring the Teams via the Team Leader or AM. And because the Team Leader wants to move up fast to escape this culture, they become bullies and only spare those that make friends with them.

Most shops have the HFC who starts all the baking and also preps the coffee machines, brings the milk out etc. Depending on how the evening Team left the shop, this often is a nightmare when the previous shift didn’t close properly, didn’t stock up etc.

At times this is due to lack of staff etc. But often it is simply due to laziness, where the evening Team Leader sits in the office all night, while the 2 people outside slave away without support! As a FL it was important to me to not do that, but to support my Team and we mostly finished in time leaving an immaculate shop for the morning Team. The next shift then had a clean and easier start. But many shops don’t care for the next shift, which in turn comes back to them when they take over from the morning team who retaliate to the evening Team… vicious circle and it adds to the stress that’s already there.

But I always changed that behaviour in every shop I worked in. This created a relaxed atmosphere where the teams started to work together instead of against each other, because they realized that this actually became much easier to work in support of each other instead of a cliquish environment.

 

6AM opening the doors

Again, if the Team had a good start and nothing went wrong, no delays etc. the shop can be open smoothly and customers can be served in a relaxed way.

 

Between 7:30-ish and 9-ish depending on the shop and which area they are in, the shop then becomes humongously busy with the coffee rush. But still there are only 2-3 TMs on the till if they are lucky and 1, maximum 2 Baristas. This forces the HFC to interrupt their hard, hot and sweaty work, to constantly having to jump in to “bust” the queues as the Teams have 1 minute to serve each customer which the MS probes them to the second!

A Mystery Shopper report excerpt (I added the blue writing and yellow marking):

07 15 seconds

Pret: “We aim to serve our customers within 1 minute of joining the queue. Where you served in a reasonable time, bearing in mind how busy the shop was and the number of open tills?”
MS: “I was served very quicly, after 15 seconds, very quick service.”

Pret: “We aim to serve our customers their hot drink within 1 minute of payment. Did you receive your hot drink order within a reasonable time?”
MS: “I received my hot drink very quick, after 30 seconds, quick service.”

And yet, the MS gave 4 out 5 points on each question as if 15 seconds wasn’t good enough. The point system is important mainly for managers. The more points the more bonus. So, even when the Team gets the bonus, but the points are not as high, GMs still stress and pressure the Teams because the manager’s quarterly bonus depends also on the point score. Managers are rewarded their bonus based on all the different results: profit, waste, labour, cleanliness etc.

But the Mystery Shopper reports and bonus system counts towards the largest chunk of managers’ bonuses! One GM was happy with his Team to cheat on everything, but the Mystery Shopper results. As a Team Leader new in his shop, he took me aside and said to me, “I close my eyes to everything, but not to the Mystery Shopper.” In other words, if I as a Team Leader failed to engage my Team and this resulted in poor MS results I’d get in big trouble. But on other things, even Health & Safety issues, he would have closed his eyes. … I’m not going to elaborate what my response was, but I communicated that he shouldn’t close his eyes to anything. I said that also because I was penalized for the smallest things in a previous shop. So, I made sure I covered all my basis and not let a greedy GM sabotage my job.

The MS being the biggest contributor of Managers’ bonuses creates even more stress because the Team get the message, “It is NEVER good enough what you achieve”. And I have countless example of how managers stressed us even when we got the bonus and even when someone got the OC. It’s never good enough unless it’s 100% perfect EVERY time. And even then, one slip, one mistake and all hell breaks loose!

This is the reason why so many customers complain on Twitter with half empty cups of cappuccinos, or a milky Americano where they asked for a black one. Because staff are so robotic, fast and on autopilot.

Only one of countless Tweets with photos like this:

2019-02-11 Stingy coffee

This is St. Pancras, one of the most busiest shops in Pret!

Amy Sharpe from the Sunday Mirror went undercover into Pret (after having read my blog I’m proud to say!!) and writes about a conversation she had with a Barista during coffee rush. Quote (I added the bold):

“Undercover reporter Amy Sharpe worked inside the scandal-hit chain and discovered a potentially fatal blunder with labelling and staff who are hugely over-stretched. …

I am at a central London branch, where 10 staff vie for space, muttering apologies as we collide and stretch across one another to grab pastries and bags.

I shout orders to a barista while dashing to a beeping toastie machine to retrieve a baguette.

I make green teas and filter coffees while my other drinks orders are prepared. It’s stressful and confusing and the queue makes it even more so.

All the while, staff must be alert to the issue of allergens.

One barista tells me the cramped service area is a “nightmare”.

He says: “If I’m next to you, you have to shout. If you don’t shout I can make a mistake. A person can grab the wrong coffee. Make mistakes and the customer gets mad. You’ve got to focus, stay calm.”

When the bonus is lost, the boss will give the Team or the individual a good telling off. At times directly and loud, other times subtle manipulation threatening with the job security.

I survived this during bereavement! There was no mercy!

 

2019-01-16 small coffee area

Link by @terry_mcparlane Twitter of a typical cramped Barista working area.

 

 

2018-12-14 Customer recognizes forced friendliness happiness

 

A Mystery Shopper tweet:

2017 A Mystery Shopper tweeted

Link

 

2015 About Mystery Shopper

Link

 

2013 Mystery Shopper Group Incentive

Link

The psychology of “group incentive” is actually peer pressure and what a recent reviewer called “blame culture” which I totally underline. I spent a lot of time building my team member UP when they messed up the Mystery Shopper after our manager put them DOWN, because putting down is counter productive and leads to mental health problems. If I had buckets of the tears that were flowing after the harsh telling off when the Mystery Shopper wasn’t happy …

 

2018 Emotional Labour Labor Quota Smiles2

Link

 

A Pret employee’s review on the Mystery Shopper pressure:

2019-04-16 Mystery Shopper Blame Culture

Link

 

Another of the many reviews along those lines:

2019-04-09 Mysterys Shopper Trap Happy Family

Link

 

Between 7 and 9AM or even later, the GM starts to come in. Depending on the GM, some come at 7AM, others at 9AM etc. Some sit in the office during intense stressful morning rush. Others help. But if they help, almost all GMs prefer to be at the coffee machines with their backs to the customers, as customer service is extremely stressful with the demand to SMILE CONSTANTLY … for the Mystery Shopper. This is the frustrating thing for the Teams, because the GM pressures staff to be perfect for bonus, while themselves “hiding” at the coffee machines!

When I was bereaved and wanted to get away from customer service as I could not afford to stay at home unpaid, having lost all my savings. I begged the GM at times when I couldn’t hold back the tears, to please let me work in the kitchen for a day because I was tearing up at times on the shop floor. But because I wasn’t used to the pace in the kitchen, the GM denied this. I stopped asking then. But at times I asked the GM or AM if I can please be at the coffee, as I was really fast at the coffee and wanted to get away from facing customers in tears. Again, it was denied because most GMs are selfish and always choose the easiest job, no matter how a TM or even I as a leader, was doing!

A rare observation and even rarer comment by a customer who noticed that the manager is always sitting in the office during busy times. Pret tasks the Mystery Shopper also to record if they see a manager on the shop floor and what the manager was doing. Pret leaves all this to the Mystery Shopper instead of having regular visits from the Operations Managers (OPs – area managers). OPs often themselves sit in the pub during busy lunch times, pretend to be busy and mostly communicate via email. I know this for a fact, I’ve seen it.

Recent General Manager review on higher/area management:

2019-11-10 GM Horrible - marked

LinkManagers 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.

 

Customer observation on store management:

2019-03-19 Response to customer complaint re manager

Link

Here I want to paint the picture and would ask the reader who is a regular customer in Pret to take a morning out of their work routine if they can, go to Pret, sit closest to the till area where they can observe BEHIND the counter all the TMs. Sit down and JUST WATCH for 30-60 minutes during the most busiest coffee rush. Just sit there, quiet and concentrate without any distraction or phone, reading… Just observe for a solid hour and then ask yourself HOW staff can smile, have eye contact and make polite conversation with EACH customer!

They can, but only because of the above mentioned cash incentive and fear management via the Mystery Shopper.

MS excerpts:

04 MS

Pret probing on the INDIVIDUAL Team Member:

Pret: “We aim to connect with every customer with eye contact, a smile and some polite remarks. Rate the engagement level of the person who served you at the till.”
MS: “I was not greeted at the till or given a smile. The conversation was what was necessary for the transaction. To be welcoming, the team member could have greeted me and smiled and be engage[d] and positive.”
(No concern if the TM was extremely busy and may have gone through person tragedy, depression etc.)

 

Pret probing on the WHOLE Team:

05 Attenditve to EACH customer

Pret: “We aim to be attentive to each customer’s needs. Rate the engagement level of the whole team in this shop during your visit.”
MS: “The team members were focused on their jobs but were not welcoming customers. This could be improved by the team members smiling at customers when they entered the shop, and making friendly remark or small talk, where possible.”

 

ANY and ALL the Team are under CONSTANT observation and fear of being watched and rated! All the time. Every moment. Not only from the CCTV all over the shop and office, but managers, customers and Mystery Shoppers.

 

Yes, Pret states “reasonable time” and depending how busy it was etc. And the above MS contradicts themself by saying “where possible”. But the Teams are so conditioned and robotic, they always rush and the GMs stress them even during the quiet periods. If they can’t finish a task, they have to often stay longer unpaid. If they DO finish the task, they are criticized for not kissing the Mystery Shopper’s butt sweet enough when they enter the shop! It is always a lose-lose situation and NEVER good enough!!

And here is the perversion of Pret’s Emotional Labour abuse, and I call this perversion and abuse!!

Because this is what it is, PERVERSE, ABUSIVE, BULLYING and EXPLOITING!

Put yourself in their shoes.

A low-paid TM (£8.65 per hour in London) serves between 100 – 200+ customers before lunchtime going through the hellishly hectic coffee rush!

While they slave away like this, they have to smile, make eye contact, some conversation and go the “extra mile” give freebies etc. AND remember all the coffee order, hear the Barista call out the coffees that get constantly mixed up. They have to answer questions, especially on allergens, be polite to rude customers ETC! ………. and be like acrobatic clowns so that Clive Schlee CEO alone can pocket £30 million after JAB purchased Pret.

And customers remain fooled to think staff are so happy in this hellish environment forced to be like clowns because they have kids to feed!

AM ure Misery

Assistant Manager 2017 NY

Highlighting from above review:

“The kitchen staff is treated like slaves. They are expected to do the impossible. … Everything is over priced and you are forced to act like a happy jack-ass or your pay is cut. You don’t get paid your full hourly rate if you don’t impress the “mystery shopper”. This place is what hell must be like.
Advice to Management: Quit your jobs and go back to England and stay there.”

It’s not the first time that an American reviewer angrily wants Pret to go back to the UK.

 

01 Go back to UK

Corporate NYC Review

 

I could add countless reviews like this also from YouTube, Twitter, FB and other sites, but to shorten this, the smile behind Pret is forced via Mystery Shopper’s bonus / cash incentives and fear management.

Anyone who falls for this facade that staff are so happy to work in Pret can remain lulled in if they want to.

I have to also say that staff truly love to give freebies and help customers, they really do. I did, my teams did etc. BUT becoming conditioned to this and then being bullied when personal tragedy hits you like it did me and many others, will add to mental health problems, even depression.

I was leaked an email recently which the Director of HR wrote to all the shops that two  staff members died within a month. I was told by the people who leaked the email to me that one was a suicide. They don’t know the circumstances of the other TM.

But I know of an AMK who died by suicide in 2017 and I may have learned about her turmoil before she died.

I almost went over the edge with what I’ve been through in Pret. If I would have gone through, my death would be the third suicide in Pret. And my suicide would certainly be related to Pret A Manger’s bullying environment. I explain in full in below interview.

So, dear reader, if you have an hour to spare in the weekday morning, go to your local, or even better, another Pret where they don’t know you, sit close to the counter where you have a good view of all TMs. And just observe WITHOUT being distracted. But observe in a subtle way as TMs will assume you are the Mystery Shopper if you “stare” at them. But then again, you may get a free coffee or even breakfast if the Team thinks you are the MS! 😀

If you read though all this, thank you for reading and caring! Please know, I never take people’s time lightly. I know I write a lot, it’s my passion. But I always appreciate people’s time with difficult subjects and when their perception is crushed. I always say, if something looks too good to be true, especially in profit-driven multi-billion pound business, please take a closer look.

Some of the questions weekly Mystery Shoppers are tasked to test staff on:

 

The Clever Marketing of the Free Coffee give a way, and why Pret may not be doing a Loyalty Card Scheme: FREE Coffees in Pret A Manger.

 

Article: Why is Pret A Manger not being Investigated on Staff Deaths?

 

Clive Schlee’s “retirement” and the
Dangers of the Lack of Leadership“.

 


 

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:

©2019 expret.org


Unless otherwise stated or linked to, this website and all writings within this site are the property of expret.org, poetrasblok.com, LateNightGirl.org and are protected by copyright and other intellectual property laws. Reproduction and distribution of my writings without written permission is prohibited.
©2017 – Present: expret.org, poetrasblok.com, LateNightGirl.org unless otherwise stated. All Rights reserved. Disclaimer.

Day 11: Pret A Manager – NEW Management

Yes, Manager!

 

Day 11 of >>> Away in Pret A Manger Ad-VENT Calendar

 

Below is a collection of some reviews from Pret A Manger managers, assistant managers, leaders and Head Office staff. Manager and leader reviews have increased in the last months.

I will not comment on these and just let them speak for themself. Most reviews are from Glassdoor and Indeed, but one is from a Blogspot site.

Clive Schlee retired as CEO of Pret in September 2019, but remains in the background as non-executive director and let new CEO Pano Christou already take over on Glassdoor in July, probably to avoid further bad scores. Typical Pret leadership, passing the buck. Schlee is also still posted as Pret’s CEO on Twitter while Pano Christo deleted his Twitter account on 01. July 2019 after I tweeted to the press regarding Schlee’s retirement and blogged about his legacy linking also to Pano Christo’s Twitter account. So, maybe Mr. Christou uses Schlee’s account as Clive used to also give access to trusted people to check his mail. It is sad, that this lack of transparency and lack of taking responsibility continues. That is why I continue to write.

 

2019-06-30 44 staff 50 Clive

 

2019-10-02 Pano 38 26

 

The latest review on Pret’s London Head Office from a current employee at the time of reviewing on Indeed. Pret’s senior leadership also have their desks in the open plan offices where I saw them many times working on laptops etc.:

00 2910-10-21 HQ Bullies

Link People don’t seem to get promoted unless you are a bully or belittle your team members. The place is toxic.

Another HQ review from January 2019

2019-01-23 Great Brand Poor Management - RVW24352473 marked

Link

 

A 2017 review on HQ from an IT Analyst on Glassdoor:

It Analyst HQ Head Office Review

Link

Las Vegas

Link

OPs yell Managers cry

Link

17 Odd

Review by former purchasing Director, NY

 

01 Go back to UK

Review by a Corporate, NY

 

2017-05-26 Pure Misery

Link “This place is what hell must be like.”

 

2011 I Hate Pret Fuck Pret

“I hate Pret” group on facebook.com/preth8ers

 

A former Manager 4 years after Bridgepoint purchased Pret:

2012-07-23 Ex GM

 

2015 PAMSU likes to see evidence of good jobs

Link to Tweet – Pret A Manger Staff Union, Andrej Stopa who got fired for starting a Union.

Times

The Times article and photo

 

Amy

Undercover report by Amy Sharpe, Sunday Mirror photo on “staff who are hugely over-stretched”.

 

2018-06-13 Hellhole - RVW21022161

Link  “… get down from that high horse you’re on”

 

»This job can annihilate every piece of humanity inside of you.

You will lose everything that makes you human.«

Annihilate Humanity 45

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…”

 

2019-10-31 GM - Slavery - RVW30135565

Link “I am about to lose my family as I am never there. I leave to work at 4 am and get home 7 at night. My children looking at me like a I am a stranger. It’s not a life. … Bullying, long hours, shortage of staff, – it’s a proper Modern day slavery”

 

Another Manager review from Chicago tells a similar story, quote: “With the wrong management, the shops begin to break down and brings inner conflict. Pay could be better, especially for seasoned employees. Management gets overworked to save on labor costs. Don’t expect to see much of home as a manager.” Link

 

2019-08-10 GM 5am to 8pm

Link

 

And another GM on Indeed from Glasgow, Scotland:

GM

Link “Zero care for human beings…”

 


 

A little reminder that Clive Schlee pocketed £30 Million on bonus alone when JAB Holdings bought Pret! Link to article.

 


 

2019-11-10 GM Horrible

Link 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.

 

2019-11-16 GM - Not as they present it

Link


 

This review is one of my absolute favourites, and brings some humour into all this! Absolutely LOVE this! Made my day! 😀

Also, pay attention to the YES vs NO votes on all these reviews.

2017-12-15 Lick asses Prayer

Link

The shortest review I have come across. It doesn’t take many words to describe Pret A Manger. This is even from a Team Leader. Well, it’s simply Pret:

2019-09-16 CoWOrkers bomb Company trash

Link

 

Above comments and articles are only a fraction of a long list of staff reviews and complaints. For an extensive, yet not exhaustive list please visit: Pret Staff Complaints (list needs to be updated, I stopped in August 2019) with a few collected in below slideshow.

When on Glassdoor, one has to register and be signed in to read reviews. The best to see the latest reviews is to click where it says by default “Popular” and select “Most recent”. On Indeed, click on the number of reviews, and then location select “All”. Glassdoor and Indeed post the positive reviews by default.

»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.«

@minmilyjung on Twitter

Any employee reading this, especially in Pret and the service industry: Join a Union and leave reviews on Glassdoor, Indeed and any other platform:

The following Unions cover the food industry (links to Twitter):

BFAWU1McStrike (UK) — Fast Food Forward (USA) — GMB UnionUnitePret Staff Union (UK, not as active) and others. The BFAWU is very active with McDonald’s strikes and are very informed about Pret A Manger issues.

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Slideshow can be paused

The above slideshow is just a selection, the list goes on in Pret Staff Complaints

Staff review: “Bad managemet, always being ‘hounded’.”

 

Staff review: “Worked into the ground without empathy.”

 

Smile for the Mystery Shopper. I renamed to “Misery Shopper”!

 

I continue to ask for independent investigation into Pret staff suicides.

 


 

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:

©2019 expret.org


Unless otherwise stated or linked to, this website and all writings within this site are the property of expret.org, poetrasblok.com, LateNightGirl.org and are protected by copyright and other intellectual property laws. Reproduction and distribution of my writings without written permission is prohibited.
©2017 – Present: expret.org, poetrasblok.com, LateNightGirl.org unless otherwise stated. All Rights reserved. Disclaimer.

Day 8: Pret Staff Quotes of the Day

 

Day 8 of >>> Away in Pret A Manger Ad-VENT Calendar

 

Further below I collected 67 selected reviews as “Quotes of the Day” from the comprehensive list of Pret Staff Complaints. These I collected mainly in 2018 and highlighted one review each day. These are EXACT quotes linked from various Employment Review websites, YouTube, Twitter, blogs etc. as well as my own story regarding Pret A Manger on my blog here. I left any mistake in the reviews to keep it in their own words. These selected reviews I chose from the many in the above link because I can underline those as I have experienced Pret similar (and even worse).

When customers who are so impressed with Pret because they only see the outside, the facade through the PR(et) machine, when they ask Pret about these complaints, they are too easily sweet-talked into believing that this is just an unfortunate exception. But the truth will always come to the surface, no matter how long it takes.

 

2019-04-22 NEW on TWITTER

Link

 

Horrible Company Pret

 

 

2019-02-09 Response to Homeless House Tweet2

Facebook

 

2012-07-23 Ex GM

 

2018-07-06 Head Office PR

 

Chicago Pret horrible company to work for2

 

PAMSU Dismantle MS

 

A rare observation and acknowledgement of the forced happiness/friendliness of staff:

 

2018-12-14 Customer recognizes forced friendliness happiness

Link

 

2018-05-09 PAMSU EndTheMysteryShopper

#EndTheMysteryShopper


 

Bullying Boss

 

Click on ANY of the below reviews and read the same from different years, different countries, in a nutshell: bullying, discriminating management, over worked, missing pay etc.

There are also a lot of complaints regarding being overworked for extra time but not being paid for it. I can verify this as I had to chase my missing hours for years! Pret Staff in the UK and elsewhere should do what over 4000 Pret staff did in the U.S. with a class action suit regarding missing pay. TWO separate wage class action lawsuits settled.

This review from a former London TM from 13. Aug. 2018 makes this very clear. I called this “Quote of the Day” entry the “Wage Watchers” Program in Pret.

 


 

Selected Quotes:

#01 Pray A Manger “Get ready to lick so many a**ses to advance”

#02 Cry A MangerThe Brainwash is real… A lot of people cry in the staff room especially in their entry period.

#03 Pret A Mess “Always messing up pay”

#04 Threat A Manger “Very bad management. They treat you like a slave. You have zero value for them. … They threa[t] us and show the door if we don’t work very fast.”

#05 Pret A FearPlease get the bullies out.Now your people work in fear.”

#06 Pret A MistakeHorrible place they shout at you all the time for any little mistake.”

#07 Pret A Bullied “The image of the happy environment is a joke.”

#08 Pret A Blackmail “Your subjected to emotional blackmail and serious labor issues”

#09 Corrupt A Manager “Worst company to work for … the team member are over worked and managers are always working with fear.”

#10 Kiss A Bum “Managers treat you poorly, they are racist and discriminating. If you want to get promotion you have to sleep with someone and kiss manager’s bum.”

#11 Pret A SqueezeManagement is trying to squeeze you like a lemon …. no weekends off, not even 2 days off together.

#12 PR(et) A ManipulativeManipulative and exploitative approach to employeesGenuinely fake and dishonest company.” (Former IT Analyst’s review on Pret’s Head Office)

#13 Regret A Manger “I regret working there.”

#14 Define A Manager “Lack of defined management, finger-pointing, politics and poor organisation.”

#15 Pret Annihilates HumanityThis job can annihilate every piece of humanity inside of you.”

#16 Poor A MangerPoor and terrible management.”

#17 Pret A Shame “The training should be more about encouraging people than shouting and shaming them.”

#18 Pret A Missing PayI want to be as loud as possible here – PRET DOESN’T CARE.”

#19 Pret A MachineHorrible training, too many liespeople are treated like crap. Upper management do not care about you … they treat employees as machines … Horrible environment.”

#20 Bad A Manager “Bad management and not taking care about people … do not give power to irresponsible people

#21 Pret A Slave Stressful and dominatingLeaders treat you like slaves.

#22 Pret A HaRshHR problems, employee is treated really badly…”

#23 Pret A Smileyou are required to have the widest fake smile on earth

#24 Rude A Manager “Management and some members of staff were extremely rude and patronising”

#25 Pret A Bad “A shame that such a big company is becoming so bad day by day.”

#26 Pret A PushLittle training was just pushed at the deep end as soon as I started the job

continued below…

 

Robot sad crop

 

#27 Pret A Manager-Ex: “I am an ex GM. I walked out last year as I couldn’t take the way we had to treat TMs to achieve ever increasing demands for profit and efficiencies.”

#28 Pret A Hell:if you treat people like they’re useless and worthless, they won’t work so well anymore … TREAT PEOPLE PROPERLY!!!! get down from that high horse you’re on”

#29 Pret A M*ffin “…team member are over worked and managers are always working with fear … now the company is just about the profit also it is run like mafia organisation where it is about who you know … get rid of some top management who are so corrupt

#30 Pret A Robot “People are treated inhuman way in terms of sickness and work load. Employees are being treated more like robots than human beings

#31 Pret A JokeYou have a limited time to do your job everyday but this time limit is a joke. they give me the next rota just the day before the week starts.

#32 Pret A Nothingdidn’t learn nothing as i have things to give to that shop as i came with lots of experience and skills.

#33 Red A Manager “their [managers] personality only is good for business, but not for the people that work under.”

#34 Pret A Unhappy + Extra Quote on the House! If an employee is unhappy, and its affecting their work, ask them what’s up (gently)”

#35 Trap A Manger “It’s a trap! … Huge stress. Never stops.Shouting all around. … Say something nice from time to time. Don’t insult them!

#36 Pret A UnpaidVery unfair company

#37 Pret A ScreamOne of the things that I absolutely hated about working at pret, was the fact that management wanted you to act like you were having fun and smile at all times.

#38 Pret A Managerthe staff are great the guys who do the real work. The management suck” (review by a manager)

#39 Pret A No RespetarLos managers son penosos“, “un horror!!” “desastrosa” and “todo… no tiempo libre, no respeto..”

#40 Odd A Manger “company going in one direction and then the opposite” (review from a former Purchasing Director, NYC)

#41 Pret A Scam “This job is a scam you work hours and hours and it never matches your check

continued below…

 

Depression pexels-photo-262075

 

#42 Pret A Shadyreally shady company. They worked us off the clock and would be quick to transfer even there best workers over favoritism

#43 Pret A Blame “overworking envornment , discriminating HR , unprofessional managers

#44 Pret A Bos(s)ton “No person deserves to be traumatized or stressed to death by work. Current laws do not address interpersonal cruelty at work.”

#45 Pret A Powerkidwhichever is your mental state, you have to be happy and smile…you can also suddenly be under the powerkid that is mainly rude,… setting up your rota to damage your personal life just for fun, or shouting at you in front of the others

#46 Pret Abusive StaffDiscriminatory management Unprofessional atmosphere Abusive staff”

#47 Squeeze A LemonManagement is trying to squeeze you like a lemon

#48 Pret A Mouthful “The positions are hardly worth it for the pay you get. Better off being a team member if you don’t see Pret as a long term career prospect.”

#49 Pret A Cutting StaffPoor management and under-trained … Pret A Manger has cut down on staff so theres more a lot more of things to do and not enough staff to do everything, so employees are being worked harder. Management do not have sympathy or care for employees

#50 Pret A Not WorthNot Worth The Stress … Either stop cutting hours or stop giving teams a ridiculous amount of tasks to complete.”

#51 Pret A Brainwash “There are a lot of favouritism, which leads to promoting incompetent people to more senior roles.”

#52 Pret A Mental AbuseHostile work environmentmental and verbal abuse physical violence in the workplace

#53 Pret A HorribleExtremely stressful managers dont know anything and drama every day. People need to know how to take responsibility there. I wouldn’t work there.”

#54 Wage Watchers Progam at PretKeep track of your own wages – left with more than £100 owed to me which I had to claim back! … I was made to feel like I was in the wrong and spoken to rudely.

#55 Pret A ExploitationYou should probably consider buying industrial machines to make sandwiches instead of focusing on exploitation East-European employees.

continued below…

 

Pret Uniform2

The Pret A Manger Staff Uniform Cupboard for a perfect smile all day long.

 

#56 Pret A MaskTeam member should smile at customers and may not work when ill, as team member was coughing whilst serving me and was therefore not feeling cheerful enough to smile that day”

Dear Misery Shopper, Team Members are not paid the first 2-3 days when off sick. If you’d pay staff sick leave, they will stay home and cough!

“request people to show a ‘fake’ happiness”“you are required to have the widest fake smile on earth”

 

#57 Pret A Shout “…all they seem to do is try to create robots that operate at 100mph and have no personality … I’d sacrifice a paid break and a free lunch for a decent environment to work in where I’m not shouted at daily, and made to feel sub human.”

#58 Pret A CondescendingInsure management respects the workers and don’t be condescending on them, please don’t act over controlling in respect to ensuring we work like robots

#59 Pret A Anger “”!!!! … !!!!! … !!!!!!!! … !!!””

#60 Pret A Modern-day SlaveryWhen you follow [the points and rules] they then moan that you are to slow and need to hurry

#61 Pret A Slave’s CompanyIf someone can’t finish job on time has to stay longer, for free. Common practise is to give someone job to do, just a couple of minutes before end of shift and after telling that “you couldn’t finish on time, because you are to slow.

continued below…

 

ball-and-chain-2624325__340

 

#62 Pret A NoxiousGo back to the UK, Pret I have never worked in such a toxic, unprofessional corporate environment. Employees relocating from UK were given preferential treatment, better salaries for equal experience

#63 Penalize A Funeral “management is disrespectful, they fire people when they are having rough times in life even if they talk to manager about it , i was penalized for calling out for a funeral

#64 Pret A Manchesterneed to hire different managers, ones that respect staff. the ones there now, shout at staff, don’t understands there circumstances or disabilities

#65 Pret A Politics “Poor management resulting in poor decisions. Office culture is working really really long hours. No work life balance whatsoever and constant office politics”

#66 Pret A Scared “…been given a letter saying that u have not been performing and from that time u will be on risk to be fired

#67 Pret A Lacking Staff “Busy and stressful environment whit no support from management. – Forget about contracted hours! You will be doing overtime most of the time, as there is a lack of staff nearly in every Pret.”

#68 Pret A Money Hungry Regarding doing charity for the homeless: “The help they do is just for public to bring more customers in. Behind is chaos.

#69 Pret Abuse of Team MembersTeam members are abused by work in terms of quantity of work and responsibilities”

#70 Pret A Zero StarsPret does not deserve even 1 star. I regret having worked there.

 

man-320273__340

 

Comprehensive Pret A Manger Staff Complaints– compiled from Employment Review websites, YouTube, Twitter etc.

Undercover Report sparked by my blog.

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The above slideshow is just a selection, the list goes on in Pret Staff Complaints

 

 

cry-1682140_960_720

 

From only few of these complaints and my own experience, which has almost cost me my life, working in a toxic, unfulfilling, non-rewarding and right out dangerous work environment that gives no room for people being vulnerable in bereavement or mental health issues, behind the scenes it is a very different story to what Pret presents at the front. The annual questionnaire Pret does to ask staff of their experience is flawed as some managers manipulate those, I know of one manager who has been dismissed for manipulating (doing the questionnaire online on behalf of those who did not want to participate), another has been caught by staff, but none has raised the issue.

I have raised a grievance as my shop had a 100% participation in the questionnaire, even though I did not participate in it. The hearing was not investigated properly, and only vague assumptions have been made by HR, but no thorough investigation took place, which would have been easy to be made as I was one of 4 Team Leaders, the external company who held the questionnaire could have been contacted with the shop number that was assigned to my shop to see how many Team Leaders participated and could have scrutinized the wording, as I am very particular in my wording.

So, these anonymous complaints that I gathered will repeat itself on the same lines as linked here. The shiny facade will sooner later crumble, and hopefully things will be truly changed and not just PR and slogans presented. But I doubt it, as money is just corrupting people too much.

I am proud to say that the unions in the UK and the U.S. (with further being informed) are now aware of and having an eye on Pret A Manger that has gotten away with so much mistreatment of their hard working people for so many years. The time will come that even Pret will lose its facade, just as companies like McDonald already did so many years ago. My work is done!

I almost lost my life and am struggling to find my way back to living a normal, anxiety-free life again.

 

 

Brain Plaster anxiety-1535743__340

 

 

A customer in Chicago commenting on a deceased Pret staff and Pret itself:

Chicago Pret horrible company to work for2

Link


 

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:

©2019 expret.org


Unless otherwise stated or linked to, this website and all writings within this site are the property of expret.org, poetrasblok.com, LateNightGirl.org and are protected by copyright and other intellectual property laws. Reproduction and distribution of my writings without written permission is prohibited.
©2017 – Present: expret.org, poetrasblok.com, LateNightGirl.org unless otherwise stated. All Rights reserved. Disclaimer.

Day 7: Worked into the Ground without Empathy @ Pret

 

Day 7 of >>> Away in Pret A Manger Ad-VENT Calendar

 

 


 

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:

©2019 expret.org


Unless otherwise stated or linked to, this website and all writings within this site are the property of expret.org, poetrasblok.com, LateNightGirl.org and are protected by copyright and other intellectual property laws. Reproduction and distribution of my writings without written permission is prohibited.
©2017 – Present: expret.org, poetrasblok.com, LateNightGirl.org unless otherwise stated. All Rights reserved. Disclaimer.

Onlookers – Bystanders – Jump, Little Children

 

All of us who are looking for a home and our place, and being ourselves …

Two songs I listen to.

Maybe one day ANYONE of you could STOP being voyeurs, saying “wow”, and “interesting” and “OMG”, and start helping people!

 

2019-10-14 4ABWE - Wow Interesting stuff

 

2019-10-23 Wow - from Turkey

 

00 Oh my word

 

00 Shocking

etc. etc. etc.

 

Maybe one day ANYONE of you could STOP being voyeurs, who say “wow”, and “interesting” and “OMG”, and start helping people!

Helping people who otherwise die by suicide!

Would you do that?

Unions! Would you help workers?

Politicians, would you stop bullshitting?

Customers, would you stop expecting low-wage staff to change your diapers and be your psychologists!?

Tweeters, hey it’s easy to laugh in anonymity! Granted. You win!

 

 

 

 

 


 

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:

©2019 expret.org


Unless otherwise stated or linked to, this website and all writings within this site are the property of expret.org, poetrasblok.com, LateNightGirl.org and are protected by copyright and other intellectual property laws. Reproduction and distribution of my writings without written permission is prohibited.
©2017 – Present: expret.org, poetrasblok.com, LateNightGirl.org unless otherwise stated. All Rights reserved. Disclaimer.

 

Cheer Leader vs. Fear Leader

 

»To sell my business, this thing that I created, that I poured my life, 30 years of work in; to sell it to one of those bastards (venture capitalists), it would feel like selling one of my children into prostitution. And I was never gonna do it.«

Guy Singh-Watson
Founder and CEO of employee-owned Riverford

 

THIS is how Leadership looks like that motivates its employees with respect and mutual inspiration (Employee owned company):

 

And THIS is how Fear Management looks like (Pret A Manger under Private Equity):

»Try your best not to work there … Bad management, always being ‘hounded’.«

Former Pret A Manger Staff

 


 

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:

©2019 expret.org


Unless otherwise stated or linked to, this website and all writings within this site are the property of expret.org, poetrasblok.com, LateNightGirl.org and are protected by copyright and other intellectual property laws. Reproduction and distribution of my writings without written permission is prohibited.
©2017 – Present: expret.org, poetrasblok.com, LateNightGirl.org unless otherwise stated. All Rights reserved. Disclaimer.

OH the Americans, I love the Americans!

 

»This isn’t a company/business it’s a shit show!«

I haven’t looked at, nor updated my blog of new reviews on Glassdoor and Indeed for a while, but just yesterday a new review on Glasdoor made my day!

I will in time try to do an extra blog post on American reviews on Pret A Manger, because Americans are very blunt with their anger, and very passionate about what’s right and wrong! I am proud of these my former colleagues!

There’s also a new review on Indeed from an U.S. staff, mentioning that Pret is constantly being sued.

What this American reviewer doesn’t realize is, that in the UK people don’t sue as easily, because the legal system is a joke here. Even if you win after having been injured so badly, you’ll get peanuts and are left with a high bill!

TWO customers DIED from Pret products, and NOTHING happens, no-one is taken to responsibility, while now former CEO Clive Schlee sneaks out the back door, passing the buck to the new CEO Pano Christou (who came from McDonald’s management) on Glassdoor already in July 2019. Yet, even though Schlee’s retirement was set for September 2019, he quickly passed the buck to Christou! #coward

And yet, Christou will continue on the same lines, exploiting low-wage workers under private equity.

2019-06-30 44 staff 50 Clive

 

2019-09-27 Pano 39 27

 

Yes, sure, while in the U.S. people sue for every peep and poop, and it’s a little over the top, in Europe we let companies sh!t on us, and then we rejoice when getting a free coffee!

Yesterday’s Glassdoor review that needs no more comments:

2019-09-27 Shitshow Review USA

An “Everything” employee, sounds like they worked in all areas which many hard workers do

 

2019-09-26 WOrst place always getting sued

Constantly getting sued … out of date products

 

 


 

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:

©2019 expret.org


Unless otherwise stated or linked to, this website and all writings within this site are the property of expret.org, poetrasblok.com, LateNightGirl.org and are protected by copyright and other intellectual property laws. Reproduction and distribution of my writings without written permission is prohibited.
©2017 – Present: expret.org, poetrasblok.com, LateNightGirl.org unless otherwise stated. All Rights reserved. Disclaimer.

Worked Into The Ground @ Pret A Manger

 

 


 

I worked at Pret A Manger for almost 10 years 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 an article in the
Scottish Left Review.
Thank you for reading/listening.

Interview:

 

©2019 expret.org

Unless otherwise stated or linked to, this website and all writings within this site are the property of expret.org, poetrasblok.com, LateNightGirl.org and are protected by copyright and other intellectual property laws. Reproduction and distribution of my writings without written permission is prohibited.

©2017 – Present: expret.org, poetrasblok.com, LateNightGirl.org unless otherwise stated. All Rights reserved. Disclaimer.

The Sequel – HOUNDED! 2.0

 

hounded; hounding; hounds

Definition of hound

transitive verb

1 : to pursue with or as if with hounds
2 : to drive or affect by persistent harassing

Merriam-Webster.com

2019-06-28 NY Hounded

Link

June 2019 New York … »Try your best not to work there … Bad management, Always being “hounded”.«

 

 

2015-03-24 TM - If you want to work in a happy env - RVW6182241

Link  »Being bullied Total disregard for health and safety Being made to feel incompetent Worked into the ground without empathy«

 

2015-09-01 TM - WORST Job - RVW7802756

Link … »I am with anxiety all the time, working in a tiny kitchen in a HORRIBLE atmosphere!!«

 

2014-02-11 GM - Great Company in Risk of Ruin Bullie Out - RVW3683526

Link … Former Manager: »Please get the bullies out …«

 

2012 Ex GM ExGM Ex-GM

Link Former Manager

 

2019-04-21 Harrassment

Link »Bad management, non ethical HR, slavistic management …«

Current CEO Clive Schlee “retired” in September 2019 while remaining as a non-executive Director in the background. He quickly got his follower, new CEO Pano Christou to take over on Glassdoor in July already to avoid further poor results. I write extensively about Pret’s CEO, how his “retirement” got communicated by him and Pret AFTER I tweeted to the press, and why the business world needs an “anti-CEO Playbook”:
CEOs and Leaderhsip (Pret A Manger)

2019-06-30 44 staff 50 Clive

 

38 26 Header

HOUNDED! 1.0

 

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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 for almost 10 years 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 an article in the
Scottish Left Review.
Thank you for reading/listening.

Interview:

 

©2019 expret.org

Unless otherwise stated or linked to, this website and all writings within this site are the property of expret.org, poetrasblok.com, LateNightGirl.org and are protected by copyright and other intellectual property laws. Reproduction and distribution of my writings without written permission is prohibited.

©2017 – Present: expret.org, poetrasblok.com, LateNightGirl.org unless otherwise stated. All Rights reserved. Disclaimer.

Greed is a Thief

 

it’s not what Emily said

 

She said grief is a thief

and she declared it tongueless

 

I say no to this

because it’s a refusal to love those

who went before us

a little bit too early

 

They just went

without our permission

and they stole away

quietly

 

Grief is no thief

it just buries you

 

Greed is a thief!

 

Dear Thieves Schlee & Co,

 

 


 

I worked at Pret A Manger for almost 10 years 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 an article in the
Scottish Left Review.
Thank you for reading/listening.

Interview:

©2019 expret.org

Unless otherwise stated or linked to, this website and all writings within this site are the property of expret.org, poetrasblok.com, LateNightGirl.org and are protected by copyright and other intellectual property laws. Reproduction and distribution of my writings without written permission is prohibited.

©2017 – Present: expret.org, poetrasblok.com, LateNightGirl.org unless otherwise stated. All Rights reserved. Disclaimer.

 

 

A Day in the Life of a Pret A Manger Worker

 

And the emotional, mental, physical and financial cost to staff.

The Truth behind the Pret A Manger Smile

 

Timothy Noah Quote Emotional Labor

 

LINK to Emotional Labour article

Upfront, Pret staff will NEVER spill the beans on why they are so cheery! They remain professional because they fall for the Pret trap like everyone. They only out themselves anonymous on review websites, YouTube etc., further below. Just very few speak out publicly. Even during the darkest period in grief and being bullied, I NEVER EVER even hinted to a customer what was going on! I was complemented on my professional service, smile, giving free coffees, and no-one knew that after my shift I went to the bridge at times.

Here is the short version in a nutshell why ALL (most) staff members EVERYWHERE in Pret are ALWAYS so smiley, cheery, friendly and helpful. No matter how busy and stressful it is.

The magic word: Mystery Shoppers

Mystery Shoppers (MS) are tasked to probe into a list of things every week in every shop, like if there is an adequate amount of selection during certain times, or if the shop incl. toilets are clean and so on. The most important thing the MS have to probe is customer service. I call them the “Misery” Shopper because many times they were so micromanaging pointing out the smallest stain on a table or a smudge on the window!

For Team Members there are two “motivating” factors for the smiley customer service:

  1. Cash incentives. Overall bonus for the whole shop team which is £1 per hour worked. So if a Team Member (TM) worked 40 hours that week, they will get an additional £40 on top of their contracted wage for that week, provided the MS report was all in the green area and then gave the bonus to the whole team. Managers’ bonuses are given quarterly. But a TM can individually also earn extra cash on top of the bonus (or even if the bonus for the whole team was lost).
    This is called an “Outstanding Card” (OC) which is £50 extra if the MS is super happy with a particular TM or even General Manager (GM), Assistant Manager (AM) etc. Meaning, if the TM “kissed butt” especially hard, gave a freebie etc. they can earn that extra cash on top of their wages and team bonus. If the report is 100% perfect scores and the MS awards an OC to a staff member, that TM earns double = £100. So, that one staff member gets their weekly wages, the weekly bonus PLUS the extra £50 or £100 cash. £50 OC (Outstanding Card) or £100 SOC (Super Outstanding Card).
    Side note: An Outstanding Card is not literally a card, it’s just a name for the extra cash award. There are no cards given, “just” the money. So, when a TM is EXTRA SPECIAL nice, it is often (not always!) that they assumed they’re serving the Mystery Shopper!
  2. Fear Management. If any TM or several of the Team messes up in any way resulting in bonus being lost for the whole team incl. GM (bonus not awarded by the MS), the angry manager will have a word with them. Depending what the bonus was lost on, this often is done in subtle or direct fear management where staff are made to fear for their job or position.

 

2018-01-23 Outstanding Card

Link The reason why she got the Outstanding Card and with it the extra £50, or £100 if the shop had perfect scores, is the white writing on the red background. The Mystery Shopper rewarded this TM for this reason, quote:
“I noticed that the avocado in the remaining veggie box salads were brown and I asked if there were any fresher ones. The team member said she would ask the kitchen to make me a fresh one. She telephoned them and said if it was okay she would take the veggie box to the kitchen and they would replace the avocado for me.”

Other times a TM gives a free coffee to the Mystery Shopper but does NOT get an Outstanding Card. It is completely up to the MS what blows them away and what not.

 

And here comes the long version.

I cover mainly the “smiley” culture of Pret in: “How Companies force Emotional Labour on Low-Wage Workers“, but I want to take the reader through a typical day in Pret A Manger, and why this MS scheme is dangerous for mental health, not to mention patronizing and humiliating. This Tweet is by PAMSU (Pret A Manger Staff Union) who got fired in 2012 for starting a Union under the pretense of having made homophobic remarks ten months (!) before:

 

PAMSU Dismantle MS

Link

 

End MS

Link

 

First of all I want to start off by saying that I don’t think a Mystery Shopper scheme is a bad idea, I think it can be helpful to improve customer service where needed. The problem with Pret is, they take this to intense levels which I find abusive. The extreme “perfection” staff have to reach is done to create a picture to the public, that staff are so happy to work in Pret. In reality they are tasked to “perform” emotional labour (or “labor” for American readers!). It opens the door to abusive leadership, bullying environment forcing staff into “unnatural” behaviour they would normally not do, unless they “feel” it. And with many other abusive situations, like even domestic violence, bullying etc. people get conditioned to it, accept it as norm, but suffer internally and in silence also because it is systemic and seems acceptable. Everyone is subjected to this, so they feel they go out of line if they complain. At least that’s how I often felt, because everyone “is doing it”, it must be okay or normal to keep smiling even while bereaved. I share in my interview at the bottom of this page the horrific time I went through while already traumatized after I lost my brother.

Even journalists “get used” to abuse and accept it as the norm:

Journalists getting used to harrassment

Link

I want to share a rough timeline of activities on a day-to-day running of a Pret shop, as well as a little bit of the kitchen to paint a true picture of the immense stress staff are under on a daily basis. I was a Team Leader of the shop or also called Floor Leader (FL) and know working in the shop inside out. I can’t speak much about running a kitchen, but will briefly touch on the kitchen. The shop and the kitchen are like two separate businesses that need two separate leaders. Both have their own separate challenges as well as positives.

For example in the shop staff HAVE TO smile and perform a cheery presence, while in the kitchen they can just be themselves. In the kitchen they have no windows, have to work super fast assembling products WITHOUT time to breathe until their break. In the shop there are windows to take a breath, while still having to clean, stock up etc. I often “mediated” between the teams when they were at “war” pointing fingers where the kitchen felt the shop team is lazy or the shop felt the kitchen team have it easier. I always pointed out to both teams that each team have their challenges as well as good parts, but that EVERYONE works hard and has a lot of stress, just differently.

 

Shop hierarchy:
General Manager (GM) and Assistant Manager Floor (AMF) are in plain business attire
Floor Leader (FL)

Baristas/Coffee Makers
Hot Food Chef (HFC)
Team Members (TM)

And whatever other position Pret comes up with, as they sometimes add job roles. But these are the main roles distinguished in their colours (belt, name badge) so outside teams can quickly identify who’s who.  The most important who does most of the hard work is the Team Leader. They really are the ones that run the shop, if they are good and don’t imitate most GMs who like to sit in the office, don’t help and just shout like slave masters.

Kitchen hierarchy:
Again the same General Manager (GM) but a different Assistant Manager Kitchen (AMK), plain business attire
Kitchen Leader (KL)
Team Member Trainer (TMT)
Team Members (TMs)

Kitchen TMs, the sandwich makers who are called “chefs” by Pret to make them feel better and portray to the public as if there was some real cooking going on in the kitchen! Lots of patronizing and fooling slogans like “Lovingly made in this kitchen today” bla bla…

In reality all the food comes already cooked, except the frozen bread, croissants etc. But all ingredients are ready cooked and delivered daily from factories. Hence also “Ready to Eat”. The soups come in large plastic bags and are heated in water baths. All other ingredients are like we have at home after getting the shopping from the supermarket. There’s no cooking involved, just heating up and assembling a sandwich. Even the “poached” eggs that do come raw, are just heated in sealed plastic pouches in a water bath. There are no pots and pans and stoves in Pret kitchens!

One recent staff review:

2019-06-11 Nightmare Stop Being Evil

Link Under Show more: “The food isn’t fresh, it’s shipped already cooked in plastic bags and reheated. A joke.”

 

As the shop and the kitchen are like two separate businesses in each shop, the AMF and/or FL run the shops and do the ordering for the shop, look after the Team, customers etc. The AMK and/or KL do the ingredient ordering for the kitchen, look after the Team etc.

As all Prets I’ve worked in are under-staffed to maximize profit and managers’ bonuses (incl. area managers and upwards) many TMs are pushed to multi-task. If a shop is lucky, they have 3 TMs on the tills in the mornings if there are 6-7 tills. They have 1 Barista with the GM doing coffee as well, as this is easier than customer service at the tills! GMs don’t like to work on the tills! As there aren’t enough staff, they ring the bell for one or two of the kitchen staff to then come out and help serve the queues during the morning rush. This puts an immense strain on the kitchen staff, who then get behind on their production, where they are expected to do a certain amount of products per hour. If they fail to finish in time, including cleaning etc., again they will be motivated through fear management and are bullied (subtly or openly) to work overtime, unpaid.

 

LackStaff

Link Barista 2019

 

Unpaid

Link 2018

 

Unpaid2017

Link 2017 NY

 

Unpaid2

Link 2015

 

Unpaid2014b

Link 2014

 

Unpaid2011

Link 2011 NY

“It is clear they have little to know training and have absolutely no training or experience in employee relations or even customer relations for that matter. Every manager I have worked with – I have worked with 6 – will immediately try to belittle you. Not sure exactly why this is such a common practice among managers but it is an intrinsic behavior within the company itself. …Very, very sad reality of Pret. -Company culture….”

 

Unpaid2014

Link 2014 “Manager at my shop treated everyone really poorly. Expect you to stay longer to complete your job for free when not enough time is given. Constantly missing hours from extra shifts taken. Have to ask every week to see if they have repaid those hours and in some cases takes months to chase back.”

NOTE: The “for some reason” is more systemic than this and many other TMs realize. I had to chase my money CONSTANTLY.

 

2017-05-26 AM NYC Pure Misery

 

25 Staff complain in Twitter not paid HR

Link

 

03-wages2-1-e1554218697911.jpg

Link

 

Pret had to settle two class action lawsuits in NY within 4 years on wage issues. In the UK people never do a Class Action, but it would be high time for Pret staff to go to court on wage issues!

 

Wgae Lawsuit

Link

 

Customer observations:

2018-10-20 Staff cry

Link

 

2019-03-22 Customer Noticing busyness Pret1

Link

 

2019-03-22 customer kings cross emma observation stress

Link

 

MS Cough

MS: “Team members should smile at customers and may not work when ill, as team member was coughing whilst serving me and was therefore not feeling cheerful enough to smile that day.”

I coughed while serving the Mystery Shopper as I had a cold. But I chose not to stay home as we were not paid the first 2 days even when we have a sick note.

 

Pret Staff Tweets:

2017 Mystery Shopper sick pay

Link

The £45 Mystery Shopper bonus she’s talking about is that she would have worked 45 hours that week. Each hour is £1 bonus, as Pret cuts the weekly bonus even when staff are sick for 1 day that week. And the rest £55 she means is the hours she lost for that 1 day. And Pret only responds to her Tweet because it’s public. In reality Pret does nothing and doesn’t care if staff are sick.

 

A recent Tweet to the CEO by a frustrated Team Member:

2019-06-05 TM bonus cut sick mystery shopper

Link

 

A typical day in Pret

(underneath the slideshow)

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The above slideshow is just a selection, the list goes on in —> Pret Staff Complaints

 

A typical day in Pret

Main “Crunch” Times based on an average shop:
5AM
6AM
Between 8-10AM
Between 12 Noon-2PM
Afternoons until closing time.

I share these times from all the shops I worked at, with an average of 6 – 8 tills and a team of about 25 – 35 staff.

 

5AM start of shift. The first TMs come in and hopefully no-one called sick, as even ONE person missing puts incredible stress on the rest of the team because every team is tightly staffed.

Between 5-6AM there are around 6-8 TMs and later from 6 or 7AM onwards more people start coming in.

Kitchen TM starts preparation of slicing vegetables.

Shop TM, often the HFC but can also be the Barista, starts baking frozen croissants and baguettes. Every shop decides their own way who starts the shifts.

A Team Leader, can be KL or FL, should be starting first with Health & Safety checks, like taking the temperature of all cooling systems in case any fridge/freezer broke down over night warming the food which has to then be thrown away to avoid food poisoning. They also start checking the huge delivery of ingredients and products to make sure that nothing is missing, which then has to be re-claimed from the suppliers.

But reality in Pret is, because they like to staff very tightly, the first 3 – 6+ people from 5AM have 1 hour to get everything ready for 6AM opening time. It is extremely stressful to get everything done in time for opening, especially when the evening shift before left the shop in a bad state.

Many who are new make the mistake and start before 5AM UNPAID!! Because when they can’t finish in the unrealistically short time they’re given, the GM pushes them in pretense that they were not working well or fast enough. It’s psychology that happens in most Prets! But most of the Teams I’ve worked with are extremely hard working and work very fast, but are fooled and manipulated by managers who come in at 8 or 9 o’clock pressuring the Teams via the Team Leader or AM. And because the Team Leader wants to move up fast to escape this culture, they become bullies and only spare those that make friends with them.

Most shops have the HFC who starts all the baking and also preps the coffee machines, brings the milk out etc. Depending on how the evening Team left the shop, this often is a nightmare when the previous shift didn’t close properly, didn’t stock up etc.

At times this is due to lack of staff etc. But often it is simply due to laziness, where the evening Team Leader sits in the office all night, while the 2 people outside slave away without support! As a FL it was important to me to not do that, but to support my Team and we mostly finished in time leaving an immaculate shop for the morning Team. The next shift then had a clean and easier start. But many shops don’t care for the next shift, which in turn comes back to them when they take over from the morning team who retaliate to the evening Team… vicious circle and it adds to the stress that’s already there.

But I always changed that behaviour in every shop I worked in. This created a relaxed atmosphere where the teams started to work together instead of against each other, because they realized that this actually became much easier to work in support of each other instead of a cliquish environment.

 

6AM opening the doors

Again, if the Team had a good start and nothing went wrong, no delays etc. the shop can be open smoothly and customers can be served in a relaxed way.

 

Between 7:30-ish and 9-ish depending on the shop and which area they are in, the shop then becomes humongously busy with the coffee rush. But still there are only 2-3 TMs on the till if they are lucky and 1, maximum 2 Baristas. This forces the HFC to interrupt their hard, hot and sweaty work, to constantly having to jump in to “bust” the queues as the Teams have 1 minute to serve each customer which the MS probes them to the second!

A Mystery Shopper report excerpt (I added the blue writing and yellow marking):

07 15 seconds

Pret: “We aim to serve our customers within 1 minute of joining the queue. Where you served in a reasonable time, bearing in mind how busy the shop was and the number of open tills?”
MS: “I was served very quicly, after 15 seconds, very quick service.”

Pret: “We aim to serve our customers their hot drink within 1 minute of payment. Did you receive your hot drink order within a reasonable time?”
MS: “I received my hot drink very quick, after 30 seconds, quick service.”

And yet, the MS gave 4 out 5 points on each question as if 15 seconds wasn’t good enough. The point system is important mainly for managers. The more points the more bonus. So, even when the Team gets the bonus, but the points are not as high, GMs still stress and pressure the Teams because the manager’s quarterly bonus depends also on the point score. Managers are rewarded their bonus based on all the different results: profit, waste, labour, cleanliness etc.

But the Mystery Shopper reports and bonus system counts towards the largest chunk of managers’ bonuses! One GM was happy with his Team to cheat on everything, but the Mystery Shopper results. As a Team Leader new in his shop, he took me aside and said to me, “I close my eyes to everything, but not to the Mystery Shopper.” In other words, if I as a Team Leader failed to engage my Team and this resulted in poor MS results I’d get in big trouble. But on other things, even Health & Safety issues, he would have closed his eyes. … I’m not going to elaborate what my response was, but I communicated that he shouldn’t close his eyes to anything. I said that also because I was penalized for the smallest things in a previous shop. So, I made sure I covered all my basis and not let a greedy GM sabotage my job.

The MS being the biggest contributor of Managers’ bonuses creates even more stress because the Team get the message, “It is NEVER good enough what you achieve”. And I have countless example of how managers stressed us even when we got the bonus and even when someone got the OC. It’s never good enough unless it’s 100% perfect EVERY time. And even then, one slip, one mistake and all hell breaks loose!

This is the reason why so many customers complain on Twitter with half empty cups of cappuccinos, or a milky Americano where they asked for a black one. Because staff are so robotic, fast and on autopilot.

Only one of countless Tweets with photos like this:

2019-02-11 Stingy coffee

This is St. Pancras, one of the most busiest shops in Pret!

Amy Sharpe from the Sunday Mirror went undercover into Pret (after having read my blog I’m proud to say!!) and writes about a conversation she had with a Barista during coffee rush. Quote (I added the bold):

“Undercover reporter Amy Sharpe worked inside the scandal-hit chain and discovered a potentially fatal blunder with labelling and staff who are hugely over-stretched. …

I am at a central London branch, where 10 staff vie for space, muttering apologies as we collide and stretch across one another to grab pastries and bags.

I shout orders to a barista while dashing to a beeping toastie machine to retrieve a baguette.

I make green teas and filter coffees while my other drinks orders are prepared. It’s stressful and confusing and the queue makes it even more so.

All the while, staff must be alert to the issue of allergens.

One barista tells me the cramped service area is a “nightmare”.

He says: “If I’m next to you, you have to shout. If you don’t shout I can make a mistake. A person can grab the wrong coffee. Make mistakes and the customer gets mad. You’ve got to focus, stay calm.”

When the bonus is lost, the boss will give the Team or the individual a good telling off. At times directly and loud, other times subtle manipulation threatening with the job security.

I survived this during bereavement! There was no mercy!

 

2019-01-16 small coffee area

Link by @terry_mcparlane Twitter of a typical cramped Barista working area.

 

 

2018-12-14 Customer recognizes forced friendliness happiness

 

A Mystery Shopper tweet:

2017 A Mystery Shopper tweeted

Link

 

2015 About Mystery Shopper

Link

 

2013 Mystery Shopper Group Incentive

Link

The psychology of “group incentive” is actually peer pressure and what a recent reviewer called “blame culture” which I totally underline. I spent a lot of time building my team member UP when they messed up the Mystery Shopper after our manager put them DOWN, because putting down is counter productive and leads to mental health problems. If I had buckets of the tears that were flowing after the harsh telling off when the Mystery Shopper wasn’t happy …

 

2018 Emotional Labour Labor Quota Smiles2

Link

 

A Pret employee’s review on the Mystery Shopper pressure:

2019-04-16 Mystery Shopper Blame Culture

Link

 

Another of the many reviews along those lines:

2019-04-09 Mysterys Shopper Trap Happy Family

Link

 

Between 7 and 9AM or even later, the GM starts to come in. Depending on the GM, some come at 7AM, others at 9AM etc. Some sit in the office during intense stressful morning rush. Others help. But if they help, almost all GMs prefer to be at the coffee machines with their backs to the customers, as customer service is extremely stressful with the demand to SMILE CONSTANTLY … for the Mystery Shopper. This is the frustrating thing for the Teams, because the GM pressures staff to be perfect for bonus, while themselves “hiding” at the coffee machines!

When I was bereaved and wanted to get away from customer service as I could not afford to stay at home unpaid, having lost all my savings. I begged the GM at times when I couldn’t hold back the tears, to please let me work in the kitchen for a day because I was tearing up at times on the shop floor. But because I wasn’t used to the pace in the kitchen, the GM denied this. I stopped asking then. But at times I asked the GM or AM if I can please be at the coffee, as I was really fast at the coffee and wanted to get away from facing customers in tears. Again, it was denied because most GMs are selfish and always choose the easiest job, no matter how a TM or even I as a leader, was doing!

A rare observation and even rarer comment by a customer who noticed that the manager is always sitting in the office during busy times. Pret tasks the Mystery Shopper also to record if they see a manager on the shop floor and what the manager was doing. Pret leaves all this to the Mystery Shopper instead of having regular visits from the Operations Managers (OPs – area managers). OPs often themselves sit in the pub during busy lunch times, pretend to be busy and mostly communicate via email. I know this for a fact, I’ve seen it.

Customer observation:

2019-03-19 Response to customer complaint re manager

Link

 

Here I want to paint the picture and would ask the reader who is a regular customer in Pret to take a morning out of their work routine if they can, go to Pret, sit closest to the till area where they can observe BEHIND the counter all the TMs. Sit down and JUST WATCH for 30-60 minutes during the most busiest coffee rush. Just sit there, quiet and concentrate without any distraction or phone, reading… Just observe for a solid hour and then ask yourself HOW staff can smile, have eye contact and make polite conversation with EACH customer!

They can, but only because of the above mentioned cash incentive and fear management via the Mystery Shopper.

MS excerpts:

04 MS

Pret probing on the INDIVIDUAL Team Member:

Pret: “We aim to connect with every customer with eye contact, a smile and some polite remarks. Rate the engagement level of the person who served you at the till.”
MS: “I was not greeted at the till or given a smile. The conversation was what was necessary for the transaction. To be welcoming, the team member could have greeted me and smiled and be engage[d] and positive.”
(No concern if the TM was extremely busy and may have gone through person tragedy, depression etc.)

 

Pret probing on the WHOLE Team:

05 Attenditve to EACH customer

Pret: “We aim to be attentive to each customer’s needs. Rate the engagement level of the whole team in this shop during your visit.”
MS: The team members were focused on their jobs but were not welcoming customers. This could be improved by the team members smiling at customers when they entered the shop, and making friendly remark or small talk, where possible.”

 

ANY and ALL the Team are under CONSTANT observation and fear of being watched and rated! All the time. Every moment. Not only from the CCTV all over the shop and office, but managers, customers and Mystery Shoppers.

 

Yes, Pret states “reasonable time” and depending how busy it was etc. And the above MS contradicts themself by saying “where possible”. But the Teams are so conditioned and robotic, they always rush and the GMs stress them even during the quiet periods. If they can’t finish a task, they have to often stay longer unpaid. If they DO finish the task, they are criticized for not kissing the Mystery Shopper’s butt sweet enough when they enter the shop! It is always a lose-lose situation and NEVER good enough!!

And here is the perversion of Pret’s Emotional Labour abuse, and I call this perversion and abuse!!

Because this is what it is, PERVERSE, ABUSIVE, BULLYING and EXPLOITING!

Put yourself in their shoes.

A low-paid TM (£8.65 per hour in London) serves between 100 – 200+ customers before lunchtime going through the hellishly hectic coffee rush!

While they slave away like this, they have to smile, make eye contact, some conversation and go the “extra mile” give freebies etc. AND remember all the coffee order, hear the Barista call out the coffees that get constantly mixed up. They have to answer questions, especially on allergens, be polite to rude customers ETC! ………. and be like acrobatic clowns so that Clive Schlee CEO alone can pocket £30 million after JAB purchased Pret.

And customers remain fooled to think staff are so happy in this hellish environment forced to be like clowns because they have kids to feed!

AM ure Misery

Assistant Manager 2017 NY

Highlighting from above review:

“The kitchen staff is treated like slaves. They are expected to do the impossible. … Everything is over priced and you are forced to act like a happy jack-ass or your pay is cut. You don’t get paid your full hourly rate if you don’t impress the “mystery shopper”. This place is what hell must be like.
Advice to Management: Quit your jobs and go back to England and stay there.”

It’s not the first time that an American reviewer angrily wants Pret to go back to the UK.

 

01 Go back to UK

Corporate NYC Review

 

I could add countless reviews like this also from YouTube, Twitter, FB and other sites, but to shorten this, the smile behind Pret is forced via Mystery Shopper’s bonus / cash incentives and fear management.

Anyone who falls for this facade that staff are so happy to work in Pret can remain lulled in if they want to.

I have to also say that staff truly love to give freebies and help customers, they really do. I did, my teams did etc. BUT becoming conditioned to this and then being bullied when personal tragedy hits you like it did me and many others, will add to mental health problems, even depression.

I was leaked an email recently which the Director of HR wrote to all the shops that two  staff members died within a month. I was told by the people who leaked the email to me that one was a suicide. They don’t know the circumstances of the other TM.

But I know of an AMK who died by suicide in 2017 and I may have learned about her turmoil before she died.

I almost went over the edge with what I’ve been through in Pret. If I would have gone through, my death would be the third suicide in Pret. And my suicide would certainly be related to Pret A Manger’s bullying environment. I explain in full in below interview.

So, dear reader, if you have an hour to spare in the weekday morning, go to your local, or even better, another Pret where they don’t know you, sit close to the counter where you have a good view of all TMs. And just observe WITHOUT being distracted. But observe in a subtle way as TMs will assume you are the Mystery Shopper if you “stare” at them. But then again, you may get a free coffee or even breakfast if the Team thinks you are the MS! 😀

If you read though all this, thank you for reading and caring! Please know, I never take people’s time lightly. I know I write a lot, it’s my passion. But I always appreciate people’s time with difficult subjects and when their perception is crushed. I always say, if something looks too good to be true, especially in profit-driven multi-billion pound business, please take a closer look.

 

The Clever Marketing of the Free Coffee give a way, and why Pret may not be doing a Loyalty Card Scheme: FREE Coffees in Pret A Manger.

 

Article: Why is Pret A Manger not being Investigated on Staff Deaths?

 

NEW:
Clive Schlee’s “retirement” and the
Dangers of the Lack of Leadership“.

 


 

I worked at Pret A Manger for almost 10 years 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 an article in the
Scottish Left Review.
Thank you for reading/listening.

Interview:

©2019 expret.org

Unless otherwise stated or linked to, this website and all writings within this site are the property of expret.org, poetrasblok.com, LateNightGirl.org and are protected by copyright and other intellectual property laws. Reproduction and distribution of my writings without written permission is prohibited.

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Pano Christou now CEO of Pret A Manger

 

My message to Clive Schlee and Pano Christou upfront:

»Be careful how you treat people when you’re on your way up, you might need them on the way back down.«

 – found on Twitter profile

 

The announcement that Clive Schlee would retire in September 2019 came on 01. July 2019 after I tweeted to the press, having read Schlee’s response to a well-wisher on Twitter. The press then contacted HQ, got the confirmation and started “breaking” the news on Twitter.

Tweet to the Press early morning 01. July 2019:

2019-07-01 ExPretAManger to the press

01. July 2019

 

Quiet Tweet the day before on 30. June 2019, but no official announcement:

2019-06-30 Clive response to well wisher

Link Clive Schlee being all about himself again, while ignoring a Tweet a day before by a customer on excruciating work conditions (below Tweets).

I responded to the above well-wisher, and later tweeted to the press, as I told someone already months ago that Schlee would sneak out the back door quietly. I wrote about it hinting that this may happen in:

Clive Schlee and Pano Christou” 02. Apr. 2019
@Cliveschlee – Your Soldiers are Tired” 18. June 2019
Where is Clive Schlee?” 20. June 2019
The Difference between Profit and True Wealth” 22. June 2019
You are either the Captain” 30. June blog entry, but before I saw his above Tweet to the well-wisher. This blog entry lead me to check his Twitter when I then saw the well-wisher post on Schlee’s retirement.

Clive Schlee all being about himself, responded to the well-wisher’s Tweet on 30. June 2019, yet did NOT respond to a very serious health and safety issue of a customer Tweet on the 29. June 2019. The customer even tweeted twice. Schlee responded on the 01. July 2019 AFTER I wrote new blog entries about his retirement and after the press “broke” the news from my Tweet.

THIS, ladies and gentlemen, is Pret A Manger leadership:

2019-06-30 AC

First and Second Tweet to which Schlee responded on 01. July AFTER retirement news broke.
Customer: “It’s shocking they are not supported by decision makers.”
Don’t be shocked, that’s typical Clive Schlee and Pret A Manger!

I did an extra blog entry on the ongoing Air Conditioning issues with over-heated shops that I worked in as well. Many customers tweeted to Pret about this: “Pret A Manger Staff work in Over-heated Conditions

 

The press then being the press, pretending to break the news with some “inside” knowledge “broke” it after I tweeted to them. That’s why I tweet publicly and not “secretly” in emails.

 

So, September has come early.

BUT knowing Pret and the poor scoring Clive Schlee leaves on his exit (44% recommend working at Pret and 50% recommend Schlee) he stays as the active CEO until September, but they placed Pano Christou onto Review sites to avoid more negative scoring for the CEO.

2019-07-15 Pano Christou CEO

2 Glassdoor ratings already 15. July 2019 as on 14. July Clive Schlee was still as CEO on the Glassdoor profile. Makes you wonder what two people in the first day rated the new CEO already.

Pano Christou deleted his Twitter account on 01. July 2019 when I linked to it in “Clive Schlee’s Legacy” as I had a lot of traffic on my blog after having tweeted to the press:

2019-07-01 COO Pano Christou Twitter

Now leads to a deleted page.

So, Pano Christou deleted his Twitter account on 01. July 2019 after I tweeted to the press and the press “breaking” the news and having visited my blog where he saw that I linked to his Twitter account.

But as Mr. Christou doesn’t have a new official Twitter account yet as CEO and Mr. Schlee still has his official Twitter account, this means Christou is NOT yet CEO, but just placed his picture on Glassdoor to avoid further negative voting for the CEO and Pret.

BUT Mr. Christou is the same and learned under Schlee. It’s just a different face to the same exploitative and bullying company. And the press is silent, because they cater to business.

UPDATE 24. September 2019

A new Twitter account under the same handle @ChristouPano has started in September 2019. Seems to be from Canada. So, someone snatched that handle, and I doubt Pret’s Pano Christou will have an official CEO account like Clive Schlee has.

 

2019-09-24 New Pano Christou different Twitter

 

Pano Christou came from McDonald’s management and started in Pret as an Assistant Manager (AM). Even though he likes to portray that he started at the bottom, sorry, I worked with many AM’s who came from other companies. They work at Pret with a Team Member (TM) uniform for a few weeks or even just days, and then go straight into AM and in a few months if they aim for it, become General Managers (GM). So, yes he started in shops, but he never was under the intense pushing, stress and low pay TMs are subjected to.

He will do things differently of course, as his personality is different where he doesn’t wear his heart on his sleeve or has “foot-in-mouth disease” like Clive Schlee. But he will do things the same in a profit-driven, exploitative company under the new owners who aim to topple Nestle off the throne and expand their wealth.

In my worst time in Pret in 2016 when my emailing started to increase in my trauma and at times drunk (I share my story at the bottom audio player in an interview), one email exchange with Pano Christou I remember very well, where he invited staff to contact him with any concerns, ideas etc. He responded and started his message about my email: »I must admit, beautifully written« and then went on in his email.

I remember this as odd, because only an “opponent” or someone who disagrees with you has to “admit” something. If I stand opposite an opponent that I respect, in or after a boxing match let’s say, we fought, I got caught out with not being on my best form, I may say to the opponent: ‘I must admit, good punch!’.

So, Mr. Christou, you will continue where Mr. Schlee left off, all the sweet-talk you learned under him, how to polish the facade, how to exploit low-wage workers behind that smile, but I don’t buy for a minute that Pret’s work conditions will improve nor that you will implement the Living Wage. So, we continue to work on unionizing Pret A Manger, no matter how long it takes.

 

Clive Schlee’s legacy:

… apart from two customer deaths (third nearly fatal) he didn’t act on until it became public and all the ignored warnings before AND after deaths!

2019-06-30 44 staff 50 Clive

Glassdoor July 2019

 

Clive Schlee’s Legacy” — & — “Late Night Girl Article on Clive Schlee

Las Vegas

Link

17 Odd

Review by former Purchasing Director, NY