Pret A Manger Service Secrets REVEALED

Pret A Manger’s strict Mystery Shopper scheme.

 

2018-12-14 Customer recognizes forced friendliness happiness3

 

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Or click here: https://expret.org/2020/01/22/pret-a-manger-mystery-shopper-scheme

 

Introduction

This is a very detailed account on Pret A Manger’s Mystery Shopper scheme with a full report, and why staff everywhere always smile and chat so much, and give freebies etc. I walk the reader through the steps in how staff are drilled to perform to perfection for low pay, and why they do it. If you don’t have time to read, please scroll down to the large red writing (about halfway down this post) on the 30+ questions Mystery Shoppers are tasked to test staff on every week. A current staff member sent me a recent Mystery Shopper report, and I want to post the whole report here. I renamed the Mystery Shopper to “Misery” Shopper for a reason!

I write so detailed and extensive to show the public how micromanaging, brainwashing, exhausting and patronizing Pret’s Mystery Shopper scheme is.

PAMSU Dismantle MS

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I touched on this already in other blog posts, but also on a YouTube slide I made from excerpts of real Mystery Shopper reports. But I only used about 4 – 6 questions that Pret tasks Mystery Shoppers every week to test staff on. I concentrated mainly on the smiley service part and speed of service. In this post I want to put a current and FULL Mystery Shopper report, to highlight the micromanaging scheme that stresses staff every minute, as they anticipate Mystery Shoppers for cash incentives and to avoid getting fear managed.

A brief YouTube slide on real Mystery Shopper reports I combined from several years:

 

Pret makes no secret that they have Mystery Shoppers (MS), but they portray themselves to be such a happy place, when in reality staff are checked on  micromanaging questions every week.

If you want to skip this long intro, please just scroll down to the 30+ questions from current Mystery Shopper reports.

But as a taster, here are the questions without the answers. I posted the answers further below. Out of these 32 questions, 28 are “scoring” questions, meaning the results affect Managers and Team bonuses. Halfway through this post the answer from the Mystery Shopper are posted under the Qs. But here first of all just the questions, which span over 8 pages with the MS answers. When I worked at Pret it used to be 4 – 5 pages max.

NOTE: categories 1 – 6, Style, Selection etc. are the “6 steps of Service” that I explain further below that affect the whole Team bonus.
Category 7 is about an individual staff member’s service and their individual cash reward, even when the Team bonus is lost.
Category 8 is about the Government Value Added Tax (VAT), which currently is Pret’s “focus question” since about 2012-ish when the Government increased pressure on companies (I explain further in the post).
And in Category 9 are the 4 “non-scoring” questions that don’t affect bonus, and are just for market research.
The numbers in brackets i.e. (16 out of 20) is 16 points reached out of 20.

Quick rundown of the 32 questions:

1 – Style (30 out of 30)

1 – How inviting was the shop from the outside?

2 – How clean was the shop entrance?

3 – How welcoming was the atmosphere at the entrance?

4 – How was the presentation of food and drink in our display units, fridges, fruit stand, crisp baskets and queue stands?

5 – How presentable was the till counter and bakery display?

6 – How well presented were team members?

2 – Selection (16 out of 20)

7 – 1 – FULL SELECTION: Count how many price tickets in the cold fridges had less than 2 items.

8 – 2 – FULL SELECTION: Count how many price tickets in the hot food display had NO stock.

9 – 3 – FULL SELECTION: Count how many price tickets for pre-packaged cakes, cold drinks and snacks had NO stock.

10 – 4 – FULL SELECTION: Count how many price tickets for unwrapped bakery (behind the glass till counter) had NO stock.

3 – Speed (10 out of 10)

11 – 1 – Please rate the time it took to be served from joining the queue.

12 – 2 – Did you receive your hot drink within reasonable time from payment?

4 – Service (10 out of 10)

13 – 1 – How well did the person at the till connect with you with a smile, eye contact and some polite remarks?

14 – 2 – Were all your items stated during the transaction, were you charged correctly and did you receive the correct products?

3 – Please select which scenario question you asked. Asked for more information on a product Asked for more information on a product

15 – 4 – Based on the scenario you selected, please rate your experience when asking our team member your enquiry.

5 – Seating (13 out of 15)

16 – 1 – How clean were the bin stations inside the shop?

17 – 2 – How clear and clean were the floors, tables and chairs inside the shop?

18 – 3 – How well presented and stocked were the toilets INSIDE the shop (if applicable)?

6 – Say Thank You and See You Again (5 out of 5)

19 – 1 – How well did your server or any member of the team end the transaction by thank you and/or giving a pleasant parting comment?

7 – Additional Scored Question (5 out of 5)

1 – Was any ONE member of our team very helpful, extremely charming and/or outstanding?

2 – Please provide the name or a description of this outstanding member of staff.

8 – Additional Information (0 out of 5)

1 – It is a legal requirement for our teams to charge VAT for all ‘Eat In’ items/transactions. When served, were you asked if you were ‘taking away’ or ‘eating in’, and charged correctly? Asked & Charged

2 – Did you notice someone in charge and, if so, what were they doing?

3 – Did BOTH questions 2.1 and 2.2 achieve the top answer OR N/A?

4 – If you ordered a dairy free alternative milk, was the correct sticker applied to your cup to indicate the milk used?

5 – If you bought a hot food item, did the label on your product match the product you purchased?

6 – Did the label on your cold fresh food product match the product you purchased?

9 – Customer Segmentation (non-scoring)

1 – Based on your overall experience on this visit, how likely are you to recommend Pret to people you know on a scale of 1-10?

2 – In order for you to have the perfect visit, which of the following aspects should we prioritise to improve?

3 – From the list below, please choose which area is our main strength.

4 – Where do you normally go to purchase similar products?


 

When breaking down the questions, these reports are very complex as you will see with the answers the MS gives further below. Any tiny issue can penalize the whole shop team. Staff HAVE TO smile, HAVE TO chat, HAVE TO make eye contact and are drilled to give freebies, as every shop has a weekly marketing budget. For space and to keep the post as short as possible (yeah right!), I just mention a few of the many, many ways shop teams can lose or gain bonus, and individual Team Members, including Managers, can earn an extra cash reward called an “outstanding card” (OC) of £100 or a “super outstanding card” (SOC) of £200 per week / Mystery Shopper visit. An outstanding card is not a literal card, it’s just the name of the cash reward. This reward can be earned ON TOP of the wages AND on top of the Team bonus. Sounds, generous? No, if you experienced the daily stress, headache, depression, tinnitus, anxiety, physical pain, rude customers, bullying … this is 1. peanuts, and 2. even if the reward was higher, it’s not worth what your mental and physical health goes through on a prolonged period of time, every day, having to bend backwards for a little more money and small recognition.

Also, the following week this reward is forgotten, especially if you fail on a Mystery Shopper visit. It is never good enough.

A recent review from LAX, that was just opened in the summer of 2019, shows as well the bullying culture and how the reviewer doesn’t care if they get $15.25 per hour. Even a higher amount of wages isn’t worth the abuse they’re subjected to. Also, in a New Shop Opening (NSO), they pay a little more and usually have a lot of staff, as the first year of the NSO, the store doesn’t have targets to reach, as they first want to build a customer base. After about a year the pressure really starts on the targets, profits, cutting labour etc.

LAX

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The “outstanding card” (OC) used to be a £50 reward for an individual staff member, or “super outstanding card” (SOC) of £100 if the shop scores were perfect. And even if the whole shop lost the bonus on an issue I explain below, an individual staff member can still get the extra £50 (now £100) cash reward. So, it used to be £50 OC or £100 SOC if perfect scores were reached. And now it is £100 OC or £200 SOC with perfect scores.

2018-07-04 Outstanding Card Prets Response

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The irony is, I gave suggestions to an OPs (area) Manager, who asked me for my input on how Mystery Shopper scores can be improved company wide, as our shop was always very successful. And one of the suggestions I made was to double the MS reward from £50 or £100 to £100 or £200! Thank me later Pret staff! 😀 – I still have the email with the suggestions to the OPs!

No, I’m not floating my own boat here, but as a Team Leader I was responsible for “team engagement”, and everywhere I worked, I helped improve the scores by organizing the teams and encouraging them, NOT blaming them. I worked to lift them up, not put them down. And that showed in the Mystery Shopper reports. But my Managers never encouraged me, in fact one OPs tried to use one Mystery Shopper report that had bad scores (when I was in bereavement) to target me. I then collected all Mystery Shopper reports where I / we succeeded, just for my protection. Sad, but reality! And that’s how I was able to put above “Misery” Shopper YouTube slide together.

NOTE: I have been asked by some Journalists on the Mystery Shopper requirements, one Journo asked me if a staff member ever got fired for making mistakes with the MS scores. But that will never happen in an open way. I know of a Team Member who received what they used to call a “file note”, now called “note of concern”, when he didn’t smile and that lost us the bonus. A “note of concern” is NOT a disciplinary / written warning, but it is a first step to get a person towards a disciplinary and out of the company. If the management is looking for something to pin on the employee, they will find it fast. And Mystery Shopper result is the perfect way in that direction.

Many insecure Managers who work a lot with fear management, hand out “note of concerns” like staff hand out napkins. It’s always a clear sign to see which Manager is scared themselves by the amount of “notes” they “motivate” staff with. In my 10 years I only received 1 “note of concern” on a stupid thing, but not another time as I saw through this manipulation quick and wasn’t impressed. But I was the recipient of a lot of verbal fear management and unfavourably shift times etc.

Quick Sack

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I have been targeted by an Area Manager when we lost points, NOT bonus, but points as I didn’t smile. The Area Manager KNEW that I just lost my brother 6 months before. I have this as evidence if anyone doubts this. I was invited for a meeting and was presented with a list of (silly!) things I was doing wrong, including the non-smiling when I served the Mystery Shopper.

And I was often spoken to in a manipulative way when I didn’t achieve the highest points or some stupid remark the MS made about my service. I know of Team Members where the Manager would say something like, “maybe this job is not for you”… or “maybe you would do better in the kitchen” … etc. And I know of people who have been placed in the kitchen as a penalty to get them off the shop floor into the kitchen like Cinderella separating peas! And especially when staff are younger or new to Pret, they are very quickly manipulated with subtle undertones of fear management.

What the Managers didn’t know was, that I as the Team Leader took the Team Member aside later and told them not to be afraid, and I put in a good word for them, and that I know how well they do their job etc. The relieve on their faces, and at times calming their tears, was more worth to me than any effing Mystery Shopper reward! I also told my colleagues when they are harsh with the person who lost us the bonus, the day will come when they also lose the bonus and will be treated with the same measure! 

My message always was: We ALL make mistakes, let’s look after each other and not let the big guns upstairs throw crumbs at us to fight over!

As I was the shop Team Leader, responsible to “engage” the Team (to kiss butt all day!), one Manager took me aside in the beginning of me working in his shop and he said to me, “I close my eye to everything but the Mystery Shopper”. In other words, I can mess up on everything including Health and Safety issues, cutting corners everywhere, but if I mess up on the Mystery Shopper, he won’t close his eyes. I made clear to him, that he shouldn’t close his eyes on ANYTHING. I just came from a previous shop where I was targeted for small things, so I was not going to get sabotaged on ANYTHING! And I was still angry and distraught about what happened in the other shop, so I clearly spoke my mind! But this was also due to me being traumatized and in great anxiety to make the smallest mistake that could be used against me.

Pret cannot and would not openly fire someone on the grounds of having messed up the Mystery Shopper. But the targeting and bullying with the help of Mystery Shopper reports is very vast, subtle and extensive. If the Manager doesn’t like you or is angry with you for messing up the Mystery Shopper, they will arrange for you to fail further in other areas to get you fired or in the “least” transfer you out to another shop. Anyone who has been through systematic (and systemic) workplace bullying, knows what I’m talking about.

On a side note, I really recommend watching the 3-part mini-series “Sticks and Stones” from ITV, regarding subtle and systematic workplace bullying that was screened in December 2019. In this case a Team Leader is bullied and sabotaged by his Team for his position. And as the company has announced redundancies, he is put through an ordeal that is throwing him off and leads to a breakdown, that makes him look like the bad guy, incapable to do his job, out of control. Oh, how I can relate to that!!! This was another part where Pret HR gaslighted me after I raised grievances. They turned it around and used a breakdown I had after my line manager bullied me in December 2015. I broke down, sobbed and became erratic in front of my team and boss, two days before the first anniversary of my brother’s death. And Pret made me look like an angry person who causes trouble. In reality I had a breakdown similar to the breakdown the actor has in below “Sticks and Stones” Trailer.

Unfortunately the series is offline now, as ITV.com just screened it until the end of December 2019, but in case you see it on Netflix & Co. please watch! It is really well portrayed how subtle bullying happens, and how hard it is to proof without solid evidence! I watched this twice back to back and cried as I was triggered, even though Pret shops are not an office environment and I was bullied and targeted by my superiors, not by my Teams. But the principles are the same.

The Trailer on YouTube:

 

So, I can only suggest for Journalists to go undercover into Pret for AT LEAST 4 weeks, best in the mornings, where the pressure is the most intense and where the Mystery Shopper requirements are felt hard every single moment of the day! Amy Sharpe from the Sunday Mirror went undercover only for a week in the evening shift where it’s quieter. Amy made a good start, but to really feel the Pret “blow”, people need to work in the mornings from 5AM in both the shop and the kitchen. The most poignant review by a staff member who jumped between the kitchen and the shop, is the following review on Indeed, and I can verify every word of it:

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

You will lose everything that makes you human.«

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…”

 

Brainwash

Now, what I explain here may sound harsh, and of course it is commendable when a business looks nice, friendly, clean and fully stocked etc. But the price low-wage workers have to pay, so that company leaders reap their millions, is ridiculously high and damages a lot of people physically, mentally and even financially.

£30m

Daily Mail

Pret Mystery Shopper requirements are very militant and what Timothy Noah even called “Stasi” like, quote: “Pret keeps its sales clerks in a state of enforced rapture through policies vaguely reminiscent of the old East German Stasi”. From his excellent article Labor of Love: The Enforced Happiness of Pret A Manger. And I totally underline his article. More about the exploitation via strict Mystery Shopper emotional labour demands, I cover extensively in: The Dangers of Emotional Labour.

Side note: For any person wanting to criticize me on silly spelling because you have no other arguments to defend Pret, I write from England on WordPress that uses American spell-check. I also respect American and British spelling, so when I write “labor” it’s because an American author wrote it, vs. “labour” from a British or European writer. Also, English is NOT my first language, and I think I’m doing pretty good so far. So, before you criticize me on silliness like this, click away and watch a film or something.

Having said that, I welcome genuine corrections on typos and spelling mistakes.

Pret has a lot of brainwashing slogans in place that staff have to memorize and follow. The most appalling wordings I always found while working at Pret is on their packaging: “Lovingly handmade in this shop today”! When you work at Pret, this particular slogan can make you puke, and the many staff reviews at the very bottom page slideshow explain why!

 

The 6 Steps of Service

In the shop there is what Pret developed as the “6 Steps of Service”, which all start with an “S”. In the kitchen Pret has the “6 Steps of Production” which all start with a “P”. A lot of psychology went into developing those. But I will just concentrate on the shop 6 steps of service here, and can cover the kitchen another time. The kitchen concentrates on the speed of production (productivity), while the shop concentrates on appearance (happy facade), yet also speed.

These 6 steps are in a particular order for Mystery Shoppers to check every week. Mystery Shoppers basically work their way in, from the entrance to the food display/fridges to the counter to the seat and out again, via a D-tour to check the toilets. The 6 steps are:

1. Style (atmosphere of the shop, this is in their own discretion. What one MS likes, another MS dislikes the next week)

2. Selection (clear rules the MS has to follow)

3. Speed of service (also called “SOS”)

4. Service (if staff always smile, chat, are attentive, efficient etc. Giving freebies always helps and often gets the Team Member the extra £100 or £200 “outstanding card” reward)

5. Seating (if seats / tables etc. are cleaned within 1 minute of customers leaving, sometimes even crumbs are a big problem)

6. Say Thank you and See you again (a departing remark of some kind)

And then some non-scoring questions at the end, which even though are not scored, still fear manage especially the shop Managers.

The questions and some answers below are self-explanatory, but I want to highlight the stress and peer-pressure Pret puts on Teams and the Mystery Shopper reports being used as a tool to bully staff to always perform with a fake front, no matter what. Smile, chat, eye contact etc. to achieve maximum scores, to appear as such a happy and efficient company, while in reality it is VERY stressful and depressing!

One person on Twitter has put it in simple, but poignant words on how Pret penalize the whole Team if ONE person makes a mistake. I have experienced this countless times. And this is done on purpose where hard-working staff lose their bonus and effort after ONE person messed up. This one person is then shunned or dealt with the silent treatment. As a Team Leader I went the opposite and encouraged the one person, instead of putting them down, as this is counter productive and hurting them. I signaled that we all make mistakes and not to let others pressure them! But Pret wants peer pressure… to always appear happy… to draw people in… to increase profit:

2013 Mystery Shopper Group Incentive marked

 

Bonus is £1 per hour worked for hourly paid staff in shops. So, if I worked 40 hours that week and as a Team we receive the bonus, I get an extra £40 on top of my weekly wages. Sounds great, but is very, very stressful for the peanuts you get extra! If I am sick even just for one day, I automatically get my bonus cut and don’t receive it. Also, there’s no bonus when you are on holiday which is fair. But if I am late, even 5 minutes, the Manager in their own discretion can cut my bonus. As in Pret there is a lot of favouritism, which can also be seen in the many staff reviews I collected, some staff members make friends with the Manager, and then get away with a lot of sh!t. And those who work their butts off, who are very reliant, but are not the Manager’s favourite, come late ONE time for 5 minutes, and bam! – get their bonus cut! The bonus is used for a lot of abuse by Management.

Managers, Assistant Managers and upper area Managers (OPs) get their bonuses not every week, like hourly paid shop staff, but every quarter which are huge amounts of money! Managers’ bonuses are based on many things, like profit, how little waste the shops have, how little labour costs (that’s why Pret under-staffs), health and safety checks and other things. But the biggest chunk of Managers’ and upper Managers’ bonuses are the Mystery Shopper scores. That’s why Managers stress a lot about the Mystery Shopper and the point system that is VERY important to Managers to compete in their area of 10 – 14 shops, and company-wide.

So, it’s the typical greed of the few to squeeze the many. Pret cuts staff, so that the few Managers on top get a lot of bonus, instead of staffing appropriately, giving everyone a piece of the cake, value and respect workers, lowering their stress, and with an adequate amount of staff also giving customers a much better and calmer service.

 

Examples on how a shop can lose or gain bonus

On product selection for example, Pret demands a certain amount of selection during certain business hours. The Mystery Shopper is also tasked to count the “lines” of products. Any product is a line. The Tuna Cucumber Baguette is a line. The Egg-Mayo Sandwich is a line. The Tomato Soup is a line in the hot food section. Every different product is a line.

Usually between 12 noon and 2:00 or 2:30PM (depending on the area) Pret wants FULL selection of all products they offer in that particular shop. But Pret changes that at times. But from my experience it was between 12 noon and 2:30PM. Staff are NOT allowed to run out of a product (line) at that certain time. Staff are also not allowed to take the product label off the shelf if they run out of a product (line). If a Manager or Leader is caught taking out the label, they risk getting a disciplinary. This is to stress staff to ALWAYS have products available or MAKE them on demand to increase profit. At the same time, Managers and Leaders are stressed by OPs Managers when they have too much waste. It’s an absolute nightmare to balance without a lot of pain! And beyond the charity PR is daily food-waste in plastic packaging to landfill because of over-production to have the shelves full and the money rolling in!

2019-06-06 Food Waste from Fridge to Bin

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Waste

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2016-01-28 food waste bin bags

Link etc.

For a longer list of customer photos and complaints on wasted food, please see: Pret A Manger Food Waste. I had to waste countless bin bags like this over the years due to overproduction and under-staffing to manage the waste properly. And Pret now use increasingly NON-transparent bin bags to hide the food-waste in the streets.

Before 12 noon and after 2:30PM Pret demands a certain amount of products. This may vary from shop to shop and area. But in a nutshell, let’s say Pret wants 15 different products (lines) after 2:30PM on the shelves, but my shop has only 14 different lines, and if the Mystery Shopper happens to be there at that time (they have to count the lines), and if 1 line is missing, the whole Team lose the bonus.

This means, if I worked in the morning in the kitchen, worked my butt off to get the products on the shelf, then at 2PM I go home and at 5PM the shop is missing 1 line because the afternoon Team is understaffed to make more products, the Mystery Shopper happens to be there at that time and counts the lines. I then, who have already left hours ago, and can contribute NOTHING more, I lose my bonus for that week! Or even if I was off that day, working 5 out of 7 days, and this was my off-day, I lose my bonus if ONE person messes up in any way on the day I was off! And I can do nothing about it. My efforts went down the drain. And THAT is what Pret wants, colleagues to get mad at that one person or shift that made a mistake, even if it wasn’t their fault due to under-staffing!

 

Pret even goes a step further

Each product line HAS TO have at least 2 items behind its label. So, if the MS counts 15 lines of products, but ONE line only has 1 item, instead of 2, it means it is 14 lines. If the fridge has 15 different products (lines) but out of these 15 lines I only have 1 Cucumber Baguette (in its line) instead of 2 baguettes, I am “out of selection” and we as a Team lose the bonus!

An example I found on Twitter. These 2 BLT sandwiches in 1 LINE. If there was only 1 sandwich, this would NOT be a line. (Side-note: 4,70€ for a sandwich!)

2020-01-25 @GillyBerlin Pret Berlin 2 Sandwiches behind sticker2

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Managers often find ways to “cheat” by taking a label out until they fill the shelf with the product. But this can get them a disciplinary as Pret wants the machinery to run perfectly at all times. Another way to cheat, and this is when it gets dangerous, is when they take a DIFFERENT baguette from a different line that looks similar to the Cucumber Baguette, and place this baguette behind the Cucumber Baguette to make it look like they have TWO. This way they avoid losing Mystery Shopper bonus, as the MS doesn’t have time to check all products perfectly but often just scans and counts the lines quickly. 

This is also not allowed, but because Pret under-staffs and workers are stressed to the max, it forces Managers to cheat! One recent review by a Manager highlights this, and the danger it brings as customers take the WRONG item behind a label. Managers cheat in many ways to make the numbers look good, so as not to get bullied by their superiors, the OPs Managers. I was never promoted, because I refused to risk my job for Managers and OPs Managers bonuses! But this Manager’s (GM) review is very brave, as they even mention their city. But also in regards to the “fear culture” mentioned at the bottom of this review, this is not only in Edinburgh. I worked in over a dozen shops and it is systemic and everywhere:

GM cheat

Link Quote:Managers are forced to cheat on results and break standards just so that the area manager looks good on paper, though he stays at home most of the days whilst the shops collapse.

I often said to my Teams and bosses, who were frustrated at Pret, I always said that Pret is like a company that binds our feet together in a tight rope, and then demands from us to run! Any way you turn, you have to make constant decisions if to cheat and risk getting caught, losing your job  – or if to lose bonus and get fear managed by the OPs Managers. OPs Managers who often sit in the pub at lunch time (I’ve seen it), or are at home as the above review states. I didn’t see an OPs for 3 – 4 months at a time. Once an OPs “visited” a shop for a few minutes to let their bossy attitude scare Managers and Teams, you knew immediately when they were there, as everyone was always talking about it in fear or annoyance the next day. So, OPs Managers get a shit-load of money, while having a laugh in the pub or at home during busy lunch-time rushes. And the only “presence” they show is via Emails stressing the shops for higher numbers! Typical Pret “leadership”.

This also shows in a recent review by a Team Leader from Chicago of the bullying environment:

GM cry

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Las Vegas

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Coming to the full Mystery Shopper report

The below Mystery Shopper visited shortly after 11AM when the shops are quiet and Team Members have more time to “kiss butt” to receive the cash rewards, as Mystery Shoppers come mainly before and after the busy morning and lunchtime rushes. In this case the Team Member got the “outstanding card”, the £100 even though the shop lost bonus on selection. The “outstanding” service described below wouldn’t be possible during intense coffee or lunch time rushes. Most rewards are received at quiet times, not so much at peek times, as Mystery Shoppers visit more quieter periods to properly check everything they can’t check during manic busy times. But I want to also say that Team Members LOVE to give freebies and good customer service if they are not stressed and have the time, BUT even if they have a bad day, they have to function like smiley robots or get fear managed and peer pressured. 

My favourite thing to do was to give freebies, which is Pret’s number 1 marketing tool that I write extensively about in Free Coffees at Pret and why Pret doesn’t do a loyalty card system. But when I was ill, and especially going through traumatic bereavement and being bullied by my superiors under HR, it was HELL having to perform like an emotional prostitute for a few more peanuts. And I smiled, not for money, but to get my bosses off my back suffering in anxiety! 

What always bothered me was when some Team Members only lingered around the till area for a chance to serve a potential Mystery Shopper. So, they love-bomb customers letting their colleagues work their butts off, do the cleaning and stocking up, while “sliming” customers. And while those who try to get the cash rewards, love-bombing customers, they are being rude to their colleagues behind the scenes. I was always disgusted at this and made sure there was a good rotation of staff doing a variety of tasks, not the same people cleaning or the same people being stuck on the tills trying to get rewards, while others made the shop look good. And it worked, because it improved team-work and encouraged the shy ones to have some success without always doing the dirty work.

So, dear reader, get yourself a cuppa, maybe even while you’re in Pret reading this, because this will take a while! Know WHY staff are always so attentive, cheery, chatty, even if they are not well or are depressed or bereaved or ill or pregnant or bullied etc. Read the DETAIL and micromanaging actions, that Mystery Shoppers are expected to test staff on to perform like acrobatic clowns, stretching themselves like octopuses in all directions for low pay and some small recognition! Know the high emotional, mental and physical price they pay for little return!

And no, don’t make it so easy on yourself by saying that staff can just look for another job! Oh no! Don’t assume that people can just switch jobs, especially when they are so exhausted and burnt out, unable to look for another job! Pret keeps them busy, even wanting staff to “never stand still”.

Many employees left their countries to find work and a better life, have kids to feed, Uni tuition to pay, and so on. Many even have degrees, but their degree is not accepted in the UK, or their English is still improving. Staff are brain-washed and promised a lot (see next reviews here below), not realizing the intense work and stress they will be subjected to. Pret hangs a carrot in front of employees, and staff always hope for that breakthrough that never comes, because the price for it is too high. And by the time they do reach that goal, they are embittered, exhausted, discouraged. It is my experience, and also from many staff reviews, that if you make friends with upper Managers (sometimes even in the bedroom!), and are willing to do anything expected, even if it’s wrong, you will make it far in Pret! And what’s so disgusting about it is, that you’d expect this in a law firm, and certainly in politics and Hollywood, but a sandwich chain? Very sad!
(Also, pay attention to the amount of “Yes” vs. “No” votes on the reviews!)

A recent Manager review and I can underline this from experience:

Step on others

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A recent review on HEAD OFFICE:

HQ Bullies

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Another Manager from 2016:

Kiss bum

 

2017-12-15 Lick asses Prayer

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And a recent Manager review:

GM Horrible

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etc. etc. etc. …

In some of the below Mystery Shopper comments I make a remark in blue and italics to briefly explain further. I also changed names of Team Members into italics “Name of Team Member” etc.

Also, regular customers can be Mystery Shoppers. But once a Mystery Shopper has visited one particular shop to do a job, they are NOT send back to that shop to do a job for 3 months, so as not to be spotted as MS by staff. They can of course visit privately, but as Mystery Shoppers not for 3 months after a job.

 

The 32 questions Pret tasks Mystery Shoppers to test staff on every week:

This is a real recent Mystery Shopper report:

MS scrores

 

MS scrores2

 

1 – Style (30 out of 30)

1 – How inviting was the shop from the outside?

Clean and Tidy (5)

“The outside signage, windows, and door frame were reasonably clear and clean. There is no outside seating at this site.”

2 – How clean was the shop entrance?

Clean and Tidy (5)

“The entrance area and door mat were reasonably tidy with no visible debris or litter.”

3 – How welcoming was the atmosphere at the entrance?

Friendly (5)

“There was a good buzz of energy at the entrance. The team members were not close enough to acknowledge people entering the shop.”

(These kinds of comments from Mystery Shoppers always upset the Teams, as the MS expects staff to kiss butt from the get go at the entrance, not taking into consideration that shops are understaffed and workers get in trouble when they don’t finish all the cleaning, stocking up etc. It’s that thing again of having ones feet bound together in a tight rope and expected to run or stretch in all directions like an octopus!)

4 – How was the presentation of food and drink in our display units, fridges, fruit stand, crisp baskets and queue stands?

Well presented (5)

“All food and drink displays were tidy and well organised.”

5 – How presentable was the till counter and bakery display?

Well presented (5)

“The bakery display looked attractive and well arranged. There was no mess on the till counter. ”

6 – How well presented were team members?

Very smart (5)

“The team members that I saw were well groomed and wearing clean pressed uniforms.”

 

2 – Selection (16 out of 20)

7

1 – FULL SELECTION: Count how many price tickets in the cold fridges had less than 2 items.

4 or more tickets had less than 2 items (1)

“A baguette, a sandwich, a flat wrap and a salad.”

(THIS is where this shop lost their bonus.)

8

2 – FULL SELECTION: Count how many price tickets in the hot food display had NO stock.

No tickets without stock (5)

(…psst, unless the Manager or Leader took the label off 😉 )

9

3 – FULL SELECTION: Count how many price tickets for pre-packaged cakes, cold drinks and snacks had NO stock.

Every ticket had at least 1 item (5)

“There were no labels without products.”

(Here the “lines” don’t need to be at least 2).

10

4 – FULL SELECTION: Count how many price tickets for unwrapped bakery (behind the glass till counter) had NO stock.

Every ticket had at least 1 item (5)

“There were bakery items for each label.”

 

3 – Speed (10 out of 10)

11

1 – Please rate the time it took to be served from joining the queue.

Perfect (5)

“I was served immediately.”

(Because it was at the quiet period after 11AM and before the 12noon lunch rush).

12

2 – Did you receive your hot drink within reasonable time from payment?

Perfect (5)

“My hot drink was ready within 30 seconds.”

(Pret changed their question now, as they also read my blog where I mention the 60 seconds rule as featured in the first YouTube video at the top of this post. It used to be that staff had to serve within 1 minute from the time payment was made. So, Pret changed the wording as this high pace expectation adds to a lot of mistakes with the non-dairy milks, allergen issues etc. A recent interview of the new CEO Pano Christou still mentions the 60 second rule. A current staff member told me that Pret briefly changed the 60 seconds to 90 seconds after a staff member died. But now they changed it back to 1 minute:
“We aim to serve our customers within 1 minute of joining the queue. Bearing in mind how busy the shop was and the number of tills open, please rate the time it took to be served?”
~and ~

“We aim to serve our customers their hot drink within 1 minute of payment. Bearing in mind how busy the shop was, did you received your correct hot
drink in a reasonable time?”

Here is an excerpt on the 60 seconds rule from 2017).

1 min

 

I got confirmed by a current Pret staff that this 1 minute rule still applies to the Mystery Shopper.

Back to the current 2020 MS report:

MS scrores3

 

4 – Service (10 out of 10)

13

1 – How well did the person at the till connect with you with a smile, eye contact and some polite remarks?

Friendly (5)

“Both Name of Team Member A and Name of Team Member B were welcoming, making eye contact, smiling and interacting in a cheerful manner.”

(Pret change the wording here. It used to be worded:
“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.” – screenshot of MS excerpt from 2015, but this question was still worded like this at least till 2018).

Every customer

14

2 – Were all your items stated during the transaction, were you charged correctly and did you receive the correct products?

All correct (5)

“The items were clearly stated, charged, and served, exactly as ordered.”

(Because of the allergen deaths, staff have to name the items, in case the customer took the wrong one).

3 – Please select which scenario question you asked. Asked for more information on a product Asked for more information on a product

“No comments are required for this question.”

(Again: since the customer deaths, Mystery Shoppers have to ask staff about a product, for example on allergen, or calories etc. to test how well staff can answer the question. Staff are supposed to call the Manager to take over, but that’s not always possible).

15

4 – Based on the scenario you selected, please rate your experience when asking our team member your enquiry.

N/A

(The Mystery Shopper chose NOT to ask any allergen related questions, which used to be mandatory straight after the customer deaths became public).

Friendly (5)

“I approached a manager who was checking stock at the fridge. I asked him about identifying low fat products. Manager’s Name said that he could bring the allergy guide, or we could use the electronic wall mounted screen for more information. He showed me the display label detail of fat content per 100gm and encouraged me to ask for any further assistance if required.”

(If the Manager wasn’t helpful or not knowledgeable, this would have consequences for him and the Team).

 

5 – Seating (13 out of 15)

16

1 – How clean were the bin stations inside the shop?

Clean and Tidy (5)

“The bin stations were very tidy and clean.”

17

2 – How clear and clean were the floors, tables and chairs inside the shop?

Presentable (4)

“There was a large seating area that was clean and clear of debris and litter. The table tops that I could see needed a full wipe as there was some very small residue of crumbs.”

(Some “very small” residue!)

18

3 – How well presented and stocked were the toilets INSIDE the shop (if applicable)?

Presentable (4)

“The toilet I visited had adequate toilet roll, hand soap and a working hand dryer. There was some paper litter on the floor.”

 

6 – Say Thank You and See You Again (5 out of 5)

19

1 – How well did your server or any member of the team end the transaction by thank you and/or giving a pleasant parting comment?

Friendly (5)

Name of Team Member A thanked me and wished me a good day.”

 

7 – Additional Scored Question (5 out of 5)

1 – Was any ONE member of our team very helpful, extremely charming and/or outstanding?

Yes

Name of Team Member B was preparing the hot drinks and heard me talking to Name of Team Member A about trying a new variety. She asked if I liked coffee and said that she would be happy to make me another drink for me to taste. Name of Team Member B explained the drink and prepared it for me, making helpful comments and encouraging me to let her know if I liked it. The drink was amazing, absolutely delicious, and something I would never have known about without her taking the initiative. It added value to my visit and I savoured the drink with pleasure.”

2 – Please provide the name or a description of this outstanding member of staff.

N/A

Name of Team Member

(This Team Member received the £100 reward. £100 because the scores weren’t perfect and the shop lost bonus. If the shop had perfect scores which also would have won the Team bonus, this Team Member would have gotten £200 reward.)

 

8 – Additional Information (0 out of 5)

1 – It is a legal requirement for our teams to charge VAT for all ‘Eat In’ items/transactions. When served, were you asked if you were ‘taking away’ or ‘eating in’, and charged correctly? Asked & Charged

Asked & Charged Correctly Correctly

Name of Team Member A carefully asked me and charged accordingly.”

(It used to be between about 2012 and 2017-ish that the Government put pressure on companies as they realized there isn’t as much VAT payment coming through. So, the Mystery Shopper was tasked to eat inside the shop. And when the Pret server, who rung up the Mystery Shopper order, did 1. not ASK “eat in or take away” OR 2. did not CHARGE the eat-in price, forgetting to press the eat-in button even when they asked, the whole Team lost the bonus! Pret tried to avoid getting fined by the Government for not having a certain amount of VAT payments to pay these Government taxes. So, Pret turned around as usual, and put that burden on low-wage workers, penalizing them if they didn’t charge the eat-in VAT price.
I once lost my Team the bonus because I gave the wrong receipt from the SHARED receipt machine, where we took receipts in a hurry having to serve fast. Mystery Shopper ask for receipts 1. to proof they visited the shop – also have to take a photo from outside the shop, 2. they need the receipt to get reimbursed, 3. the server’s name is on the receipt for the reward or critique).

2 – Did you notice someone in charge and, if so, what were they doing?

Yes

Name of Manager was the manager and during my visit was concentrating on filling stock for a full display. ”

(Here again, Pret uses the Mystery Shopper to even check on management, while OPs Managers, who could come by more often sit in the pub or at home! This again is the constant “surveillance” staff go through).

3 – Did BOTH questions 2.1 and 2.2 achieve the top answer OR N/A?

No

“N/A”

4 – If you ordered a dairy free alternative milk, was the correct sticker applied to your cup to indicate the milk used?

Yes

“There was a yellow soy sticker on my cup.”

(Mystery Shoppers HAVE TO purchase a hot drink to also time baristas the 1 minute rule)

5 – If you bought a hot food item, did the label on your product match the product you purchased?

N/A N/A

“I did not buy a hot item.”

6 – Did the label on your cold fresh food product match the product you purchased?

Yes

“The wrap and baguette contents were as described on the shelf and package labels.”

 

9 – Customer Segmentation (non-scoring)

1 – Based on your overall experience on this visit, how likely are you to recommend Pret to people you know on a scale of 1-10?

10 10

“The service was excellent and the food and especially drink were very enjoyable.”

2 – In order for you to have the perfect visit, which of the following aspects should we prioritise to improve?

Other

“I was disappointed not to find any breakfast products when I arrived a few minutes after 11 on a Saturday morning.”

(This disappointment by the MS can also put pressure on staff to have more breakfast items on display at a quiet time after 11AM, and thus increase the waste. These unnecessary expectations put extra pressure on staff. I once had a Mystery Shopper comment that I didn’t ask them “Anything else?” After that comment, my Manager pressured me to say this! I remember feeling humiliated and stunned at this stupid thing! This is why the former staff member tweeted to Pret and its former CEO:)

PAMSU Dismantle MS

Link

3 – From the list below, please choose which area is our main strength.

Service

“No comments are required for this question.”

4 – Where do you normally go to purchase similar products?

Pret a Manger

“It is interesting to try different food and drink at a new Pret site.”

 


 

If any current Pret staff has read this and found that I missed something important, or some things have changed, feel free to contact me anonymously and add to it via my contact page.

In September 2019 Clive Schlee “retired” but let the new CEO, Pano Christou aleady take over on Glassdoor in mid July to avoid further poor scoring. Schlee retired with quite a legacy, as Pret staff always spill the beans in anonymity, away from the fear management. Yet, he remains in the background as a non-executive director. But this is his legacy:

2019-06-30 44 staff 50 Clive

 

New CEO Pano Christou:

2020-01-22 Pano 39 34

 

Finally,

JOIN A UNION!

On Twitter and online check: BFAWU who are the best informed about Pret and have helped Pret staff already. The BFAWU have been instrumental on the first ever McDonald’s strikes in the UK. Also another vital and very active Union that help foreign workers a lot is IWGB.
Also check, The McStrike Union, GMB Union, Unite The Union. Just DON’T stay alone!

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The above slideshow is just a selection, the list goes on in Pret Staff Complaints and extensive accounts of Pret’s systemic bullying behind the facade, even witnessed by a customer: Caught in the Act at Pret.

 


 

I worked at Pret A Manger and survived systemic workplace bullying during bereavement that involved HR, the top leadership, HQ and even the now “retired” former CEO Clive Schlee. I declined 4 settlement offers if I am silent about my ordeal. But I rather speak out to help others. For an overview of important blog entries of my experience with Pret, please visit “My Ordeal with Pret A Manger”. The little arrow to the right next to each heading will lead directly to the post.
An incomplete list on what other Pret staff say about Pret’s bullying environment:
Caught in the Act Bullying at Pret.
I tell my story for the first time verbally in below audio player interview on a podcast by
The Adam Paradox, and wrote two articles in the Scottish Left Review.
Thank you for reading/listening.


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 – How Companies Force Emotional Labour on Low Wage Workers

 

Fake Smile Robin Williams

 

 

Pret Uniform2

The Pret A Smile Uniform Cupboard.

Take your pick Team Member, any of those will do.

 

 

2018-12-14 Customer recognizes forced friendliness happiness

 

A Mystery Shopper tweet:

2017 A Mystery Shopper tweeted

Link

 

Customer Tweets:

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

Or the “happy family” trap and the pressure on ONE person who loses the bonus for the whole team turning the team against that one person. Again, I had to many times step in-between the 1 person to protect them from the group and the bullying mentality Pret encourages.

Another of the many reviews along those lines:

2019-04-09 Mysterys Shopper Trap Happy Family

Link

 

Part of Mystery Shopper Reports

 

04 MS

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.”

Mystery Shopper: “I was not greeted at the till or given a smile …”

Line Manager to the person having served the MS: “I need to see you in the office!”

 

Pret A Manger Reality behind the Smile:

1. On average a Team Member does between 300 – 500 transactions per day. Some less, some more if they work a regular 6 – 8+ hours shift (many work 12 hour shifts!), and depending on how busy it is and if working in the rush times. 300 transactions are NOT 300 individual people! 1 transaction can be serving 3 people for example. 1 transaction is ONE sale/payment that goes through the till/system, no matter how many people. It can be a group of tourists, families, colleagues who order together and often pay together, but each person will be spoken to about the order that they place. So, on average a TM communicates with 500 – 800+ PERSONS, plus colleagues, line managers etc. PER DAY/shift. The exhaustion staff members go through, not to mention depression is something the public doesn’t want to know about. I was complemented many times by the Mystery Shopper and customers for my friendly service, attentiveness, professionalism… but they did not know that several times I left my shift headed for the bridge.

Customer observation:

2018-10-20 Staff cry

Link

 

2019-03-22 Customer Noticing busyness Pret1

Link

 

2019-03-22 customer kings cross emma observation stress

Link

 

2013 Customer being treated nice by manager then snap at staff

Link (It makes the employee feel even weirder not to mention shamed and humiliated crying in the staff room later!)

 

2. If the TM is successful and the MS is happy with the overall atmosphere and requirements of the shop, the whole team receives the bonus. If the TM messes up, doesn’t smile or whatever the MS may not be happy with, the whole team loses bonus, and the TM will find themself in the office being told off, at times manipulated with fear management, threatened with a disciplinary and/or job loss… Even during bereavement, I was summoned to the office and my non-smiling was one part of a list of (small) things I was targeted with.

One of many such staff reviews, quote:

“Better salary than McDonalds or Costa as long as you keep your fake smile up … (A lot of people cry in the staff room especially in their entry period) … if you have seen the film “Compliance” then you know what type of person you will become if you stay there for longer.”

2015-09-29 Staff cry

Link

 

Emotional Labour Labor

Link

Quote from above article:

“… in The New Republic, Timothy Noah observes that the sandwich shop chain Pret A Manger aggressively monitors its employees’ displays of enthusiasm. If any worker at any particular store seems insufficiently pleased to see their customers, he and all of his coworkers could suffer the consequences. Pret CEO Clive Schlee even monitors whether his employees are making enough affectionate physical contact with each other.” Link

I can verify that. Being summoned to the office myself or consoling a crying team member in the staff room who just received a file note (now called “note of concern”), after coming from the office where the manager used fear management on them for not having smiled while serving the Mystery Shopper. The team member then was sent out from the office to the shop and demanded to smile. Clive Schlee himself sent me to the till when he visited a shop I worked at. He visited after I contacted him for help when HR kept sending me away when I was bullied by managers during bereavement. Clive visited me at that time as my case panicked him (fear of Tribunal cases). After he introduced himself at a quiet period between the morning and lunch rush, I was in tears as I felt relieved to finally get help (fooled at the time!). He saw about 3 customers queuing at the till and sent me back to the till while I was in tears! Full story in my interview at the bottom of this page.

Any person and customer who quickly complains that staff should look for another job if they can’t smile for service should get a reality check and stop being so calloused towards low-paid workers! I survived, I almost ended my life and confront Pret on Twitter. Guess why they don’t respond or block me! I spill the beans in my interview at the bottom of this page or the home page.

 

PAMSU Dismantle MS

Link

 

 

“I was served after 15 seconds …”

“Team members should smile at customers and may not work when ill …”

“Your smile is part of your uniform. You are expected to wear a smile like you wear your uniform!”

 

Ctrl & + to enlarge:

MS Mystery 15 seconds to Mars

4 out of 5 points even while being served in 15 seconds. Sorry dear “Misery” Shopper, that the team didn’t serve you in 1.5 seconds to get 100%.

 

MS Mystery Shopper VAT eat in take away

 

MS Mystery Shopper Team Member should smile cough

“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.”

1. Team Members are not paid the first 2 – 3 days, depending on age, when sick, EVEN if they have a sick note from day 1. This forces them to make constant decisions if to stay home and lose income, or if they are fit enough to work while ill.

2. After this comment I found myself in the office being told off by the manager. No question of “how are you”…

3. I couldn’t smile at times after I buried my brother and my manager again had no mercy. And when I smiled and the MS gave excellent comments, there was NO recognition from the managers.

4. Pret A Manger, stop this emotional abuse and exploitation for your millions.

 

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 has 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

 

I worked while sick many times and served the Mystery Shopper, had to cough, received this below report and had a telling off in the office later from the manager:

06 Other MS cough

Quote:

“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 also didn’t feel cheerful to smile after I buried my brother, who died 5 weeks before we found out and they cremated him before finding us.

And I couldn’t smile while being bullied during bereavement from several managers under HR’s watchful eye, with CEO Clive Schlee later labelling me his “late night girl” because I became ill with late night emailing in trauma after work. (The full story in the interview at the bottom of this page).

 

 

MS Mystery Shopper Miserable

“I felt miserable when I walked in to begin with. I looked at the staff on the tills and they all looked very unhappy and not cheerful at all. To improve, the staff members could be smiling and interacting with each other to liven up the atmosphere.”

After this comment, the never-smiling, moody, shouting manager told the team in the kitchen after this MS report: “Your smile is part of your uniform. You are expected to wear a smile like you wear your uniform!”

 

MS Mystery Shopper Detail

Pret: “We aim to be attentive to each customer’s needs. Rate the engagement level of the whole shop team during your visit.”

MS: “There was a staff member who was replenishing stock and another tidying away after customers left promptly. Before sitting down at a table the member checked my table and chair to see if they were cleaned properly.”

 

04 MS

Pret: “We aim to serve our customers within 1 minute of joining the queue. Were you served in a reasonable time, bearing in mind how busy the shop was and the number of open tills?”
MS: “I was served in less than a minute.”

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, bearing in mind how busy the shop was?”
MS: “I was served my hot drink almost instantly.”

1. The “reasonable” time is unrealistic, staff get so pressured and used to work on autopilot that they ALWAYS rush and panic for every second they may lose to finish any job, especially customer service.

 

So, after you smiled for 8+ hours, maybe in the middle of serving the “Misery” Shopper, gave a free coffee and whatever acrobatic you did, the Mystery Shopper then in their OWN DISCRETION can reward a team member if they even go FURTHER than they already do… It’s like bending backwards, forwards, smiling left, right and center, kissing butt all day and the Mystery Shopper is still not happy:

 

Not Outstanding

 

If any team member, including leaders and managers would have been “outstanding” by giving a free coffee for example or making lots of conversation (kissing butt) that person can receive an extra £50, even if the bonus was lost. And if the score/points were perfect, that person can earn double, £100.

 

2018-07-04 Outstanding Card

Link

 

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.

Note: She lost the bonus for the whole team at a time before, and even said she “redeemed” herself this time. She fluffed it up, and they all lost the bonus. Sad.

 

2018-01-25 OC

 

A Mystery Shopper tweet:

2017 A Mystery Shopper tweeted

Link

 

Customer Tweets:

2015 About Mystery Shopper

Link

 

2013 Mystery Shopper Group Incentive

Link

And the psychology of “group incentive” is actually peer pressure and what a recent reviewers called “blame culture” which I totally underline. I spend 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.

 

2019-04-16 Mystery Shopper Blame Culture

Link

Or the “happy family” trap and the pressure on ONE person who loses the bonus for the whole team turning the team against that one person. Again, I had to many times step in-between the 1 person to protect them from the group and the bullying mentality Pret encourages.

2019-04-09 Mysterys Shopper Trap Happy Family

Link

 

The Mystery Shopper results count towards the biggest chunk of managers’ quarterly bonuses, therefore the Mystery Shopper requirements are the biggest in terms of pressure, a manipulating tool for fear management and mental strain.

 

 

2018-12-14 Customer recognizes forced friendliness happiness

 

 

PAMSU Dismantle MS

 

 

End MS

Link

 

2017-05-26 Pure Misery

»Everything is over priced and you are forced to act like a happy jack-ass or your pay is cut. This place is what hell must be like.«

Link

 

Lose Everything That Makes You Human2

 

2019-05-05 44 recommend Pret 52 recomm Clive

Glassdoor June 2019 figures

 

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

 

2019-04-22 NEW on TWITTER

Link

 

A recent article on the alcohol issues of customer service employees highlights the mental strain of emotional labour.

 

UPDATE May 2019
TWO Pret staff have died.
More here >
Why is Pret not being Investigated?

 


 

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 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.

 

Pret A Manger’s Emotional Labour is Emotional Abuse

 

Emotional Labour Emotional Abuse

 

 

PAMSU Dismantle MS

Link

 

 

“I was served after 15 seconds …”

“Team members should smile at customers and may not work when ill …”

“Your smile is part of your uniform. You are expected to wear a smile like you wear your uniform!”

 

 

emotional-labour-labor.jpg

Link

 

“… in The New Republic, Timothy Noah observes that the sandwich shop chain Pret A Manger aggressively monitors its employees’ displays of enthusiasm. If any worker at any particular store seems insufficiently pleased to see their customers, he and all of his coworkers could suffer the consequences. Pret CEO Clive Schlee even monitors whether his employees are making enough affectionate physical contact with each other.” Link

 

 

Ctrl +

 

MS Mystery 15 seconds to Mars

4 our of 5 points even while being served in 15 seconds. Sorry dear Misery Shopper, that the team didn’t serve you in 1.5 seconds to get 100%.

 

 

MS Mystery Shopper VAT eat in take away

 

MS Mystery Shopper Team Member should smile cough

“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.”

1. Team Member are not paid the first 2 – 3 days, depending on age, when sick, having to make constant decisions if to stay home and lose income, or if they are fit enough to work while ill.

2. After this comment I found myself in the office being told off by the manager. No question of “how are you”…

3. I couldn’t smile at times after I buried my brother and my manager again had no mercy. And when I smiled and the MS made excellent comments, there was NO recognition from the managers.

4. Pret A Manger, stop this emotional abuse and exploitation for your millions.

 

 

MS Mystery Shopper Miserable

“I felt miserable when I walked in to begin with. I looked at the staff on the tills and they all looked very unhappy and not cheerful at all. To improve, the staff members could be smiling and interacting with each other to liven up the atmosphere.”

After this comment, the never-smiling, moody, shouting manager told the team in the kitchen after this MS report: “Your smile is part of your uniform. You are expected to wear a smile like you wear your uniform!”

 

 

MS Mystery Shopper Detail

Pret: “We aim to be attentive to each customer’s needs. Rate the engagement level of the whole shop team during your visit.”

MS: “There was a staff member who was replenishing stock and another tidying away after customers left promptly. Before sitting down at a table the member checked my tale and chair to see if they were cleaned properly.”

 

04 MS

Pret: “We aim to serve our customers within 1 minute of joining the queue. Were you served in a reasonable time, bearing in mind how busy the shop was and the number of open tills?”
MS: “I was served in less than a minute.”

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, bearing in mind how busy the shop was?”
MS: “I was served my hot drink almost instantly.”

1. The “reasonable” time is unrealistic, staff get so pressured and used to work on autopilot that they ALWAYS rush and panic for every second they may lose to finish any job, especially customer service.

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 …”

1. On average a Team Member does between 300 – 500 transactions per day, depending on how busy it is and if working in the rush times. 300 transactions are NOT 300 people, 1 transaction can be serving 3 people. So, on average a TM communicates at least with 500 – 800+ PERSONS, plus colleagues, line managers etc. The exhaustion staff members go through, not to mention depression is something the public doesn’t want to know about. I was complemented many times by the Mystery Shopper and customers for my friendly service, attentiveness, professionalism… but they did not know that several times I left my shift headed for the bridge.

2. If the TM is successful and the MS is happy with the overall atmosphere and requirements of the shop, the whole team receives the bonus. If the TM messes up, doesn’t smile or whatever the MS may not be happy with, the whole team loses bonus, and the TM will find themself in the office being told off, at times manipulated with fear management, threatened with a disciplinary and/or ob loss… Even during bereavement, I was summoned to the office and my non-smiling was one part of a list of (small) things I was targeted with.

 

Not Outstanding

 

If any team member, including leaders and managers would have been “outstanding” by giving a free coffee for example or making lots of conversation (kissing butt) that person can receive an extra £100, even if the bonus was lost. And if the score/points were perfect, that person can earn double, £200. That at least was when I was still in Pret in December 2017.

2018-07-04 Outstanding Card

Link

 

 

2018-12-14 Customer recognizes forced friendliness happiness

 

 

PAMSU Dismantle MS

 

 

End MS

Link

 

 

2017-05-26 Pure Misery

»Everything is over priced and you are forced to act like a happy jack-ass or your pay is cut. This place is what hell must be like.«

Link

 

UPDATE May 2019
TWO Pret staff have died.
More here >
Why is Pret not being Investigated?

 

Emotional Labour Emotional Abuse

 


 

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 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.

Pret A Manger Reviews

 

pret reviews sign

 

 

NOTE upfront, in some of the Tweet screenshots I post below one can see that in some I have responded, but when you click to see the Tweet, my Tweet is gone. It is still there when I am logged IN, but while logged out no one can see it. It’s Twitters shadowbanning again on Pret’s behalf. My Main Twitter is @LateNightGirlMe which gets regularly shadowbanned. But traffic is flowing, so I’m not concerned.

 

As I wrote before that some reviews look fake and as insiders know that big companies use PR companies, as well as ask loyal employees to leave positive feedback mixed with a little bit of bearable negative. The latest series of feedback look a little fishy, dear Pret. Make an effort! I write this also because colleagues have lied in grievance investigation hearings in favour of my bullying superiors. The Development Manager who was tasked to sanction me has lied about not having had private contact with me. HR on several occasions have not been correct, having used questionable resources to get rid of me etc. etc.

One specific review was written days ago on the 1 minute demand for staff to serve customers and coffees.

Example:

Customers flock to Twitter with photos of half empty cappuccinos, wrong teas, luke-warm drinks. One of my several Tweet responses to this rip-off was on 11. Jan. 2019. I point out regarding the pressure teams have via the Mystery Shopper, to serve customers within 1 minute, to hand over the hot drinks within 1 minute etc. or the whole team loses bonus. This seemed to have been “answered” in a new review on 14. Jan. 2019

Mystery Shopper here counted to the second how fast the coffee came out and YET, only giving 4 out of 5 points which frustrates the managers and OPs managers as the points count towards managers bonuses. The Mystery Shopper is the largest chunk of managers bonuses, that’s why the pressure is the highest and teams are extra kissing customer butts for 1. the Mystery Shopper, and 2. fear of the angry manager when points and/or bonus are lost. A colleague once received a “file note” (first step towards a disciplinary) because we lost bonus where he didn’t smile. So, he lost bonus, got peer pressure as the whole team lost bonus and on top of that got a triple penalty by being given a file note for added pressure and fear management.

Mystery Shopper snippet:

Speed in Seconds

As the picture is too small for the print I quote what the MS here commented:

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 quickly, after 15 seconds, very quick service.”

Pret: We aim to serve out customers their hot drink within 1 minute of payment. Did you receive your hot drink order within a reasonable time? (Pret demands 1 minute and then turns it into a “reasonable” time) 
MS: “I received my hot drink very quick, after 30 seconds, quick service.” (yet, still gives 4 out of 5 points. Maybe 5 seconds would be better for a perfect coffee, dear MS?)

 

So, the quick service means quick customer and money flow.

 

Mystery Shopper poor comments

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 only conversation was what was necessary for the transaction. To be welcoming, the team member could have greeted me and smiled and be engaged and positive, the team member could have given me a friendly remark or made small talk.

So, after comments like this the team member is summoned into the office and receive a sermon from the manager. The most ridiculous telling off we combined as a team have ever received from our boss, was after we lost bonus because the MS commented that the shop felt “miserable”. It was a very straining shop, very busy, harsh boss who never smiled or even said good morning. All this reflected on the team. The manager summoned most of us during the quiet period into the kitchen and said: “Your smile is part of your uniform! You are expected to wear a smile like you wear your uniform…”

Some more bla bla and then he said to us with most of us having our eyes to the ground like little rebuked puppies, he said something like, “if anyone has anything to say to that (losing the bonus = not smiling) speak now, you can’t come later, as I won’t speak about this later…” etc. I said to him something like, “are you sure, because I would want to say something to you, but not openly here (as he was my boss, didn’t want to embarrass him)”.

He insisted and said, “No, speak now, later is no opportunity.” I then said, “But So-and-so, you never smile when you serve customers.” … He quickly said to let his boss tell him that, and I apologized having to hold back a chuckle! But since then he made an effort and at times even smiled!

 

One of my several Tweets regarding 1 minute expectation, 11. January:

2019-01-11 my ms 1 min

 

 

New review on 14. Jan. 2019 (It’s all so much fun!)

 

2019-01-14 barista looks fake

Link

 

This review tries to clear up something and explains that staff have 1 minute to serve ONE customer, but this is not true. Yes, 1 minute per customer on paper. But when you have between 3 to 5 Team Members working behind the counter in the morning coffee rush, including the barista and a coffee maker, with a customer queue to the door of about 20 – 30 customers lining up it is completely bonkers.

Most stores have a minimum of 7 – 10 tills, but in the coffee rush 3 manning the tills, 1 hot chef getting the croissants out and 1 – 2 on the coffee. The Mystery Shopper timing the staff, PLUS the manager pressuring the team to work faster… it’s one big load of bull-crap this review! If customer number 20 is the Mystery Shopper, they will wait over a minute from the time they join the queue. Boom! Bonus lost! If they are served within a minute and then receive their coffee within a minute, the coffee is often poor quality, half empty, not hot or too hot etc.

But customers expect their drinks fast and perfect. In what dreamland do people live in, they even SEE how crazy and chaotic it is. Once when we came out of an intensly busy coffee rush and it became quiet, I served a customer and just blew air like you do when you take a deep breath and just sigh for exhaustion. In no time the customer asked for the manager and complained, not even being bothered how I was, not realizing that we just came out of a mental coffee rush with only 3 of us while the manager sat in the office.

And if you are a regular customer in the morning, count the amount of tills and how many staff are behind the counter. The kitchen staff who are pressured for time to get products made are often called to  help on the tills, and than they get in trouble for being late on their products! It’s a never-ending stressful “battlefield”. Managers like to cut staff to increase profit and their bonus and a big slap on the back by the CEO in their quarterly meetings. All on the backs of hardworking Teams.

One recent comment on YouTube of the many I collected in the Staff Complaints:
(Click Ctrl & + to enlarge)

2019-02-01 #66 YouTube under free cookie video

Link

 

And with this endless rushing and pressure customers then flock to Twitter with photos of appalling quality of drinks. I only post a few, but every day one can see them on Twitter.

 

2018-12-21 flat white coffee issues

Link

 

2018-12-19 half cup coffee

 

 

This Tweet was already on 14. Dec. 2018 when I mentioned the 1 minute pressure. And Pret’s typical “oh no” response they do in almost every Tweet:

 

2018-12-14 coffee issues less small

Link

 

 

UPDATE 21.01. & 02.02.2019

2019-01-21 low coffee stingy

Link

 

 

2019-02-01 Coffee flat white worst ever

Link

 

 

2019-02-01 Half full coffee tea

Link

 

And these are only the few I post here as my blog entry gets too long again!!! But everyday customers tweet to Pret with photos of appalling drinks, for which they paid too much already.

 

Undercover reporter Amy Sharpe contacted me for an interview after having read my blog. I wrote my comments of her report in “Undercover Under Pressure in Pret“.

2018-11-25 Amy Sharpe Undercover in Pret

 

Let’s have a look again to some real barista reviews, who are swamped working in cramped areas, which Amy Sharpe also pointed out in her article, quote:

»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.”«

 

2019-01-16 small coffee area

Link

Unfortunately the photo doesn’t show the tiny work counter in front of the coffee machines. But if one looks to the bottom right photo where the silver counter edge is and follow a line along the photo, one gets the picture how small the work stations are. I had to retrain teams shop after shop how to best organize the space to not be cluttered and then frustrated in the busy work period.

 

This photo is a better view. There is even a sink directly in front of the left coffee machine taking vital workspace away! And these cramped work stations are everywhere I have worked in and staff are always complaining about the lack of space to work, balancing every move they make while being forced to show a happiness and pressured via Mystery Shopper comments. All staff then do is switch to autopilot.

 

small barista coffee area

Link

 

Even many kitchens are a nightmare in cramped working areas, not to mention the staff rooms. Customer space is maximized to maximize profit, staff area is minimized and a nightmare to work in.

 

2018-11-11 Tiny HFC area

This looks like a shelf next to a sink, with the storage of drinks next to it as many Prets don’t even have a stock room and items are stored under and on top of work benches, on shelves, even the tiny staff rooms are often used to store non-food items and boxes, taking away from the already small areas forcing staff to have their break in the loud shop, never really resting.

 

The following picture of a rubbish cart is from the worst shop I’ve worked, not only because the bullying was the heaviest there, but because there was NO space. There was only ONE toilet for customers AND staff alike. I had to go to the Costa next door at times as I didn’t have time to queue for the toilet! The back-room was an All-in-one room: Office, staff/changing room with lockers, Fridges and Freezers, Store room, the Hot Chef area where the soups were prepared, the Chemical room with all the cleaning materials etc., the Electrical Room and to top it all, the RUBBISH room.

Many times the rubbish was left over night after the collection already came. This photo is from September 2015 and Pret was then forced to expand the working area, decreasing the customer area as the rubbish was a health & safety issue. But this shop existed for at least 2-3 years with the rubbish included in the multi-task room.

Staff would even change their uniform in there next to the Hot Chef preparing food! It was a complete nightmare. And even when we complained about the lack of space and rubbish, Pret would not listen and only changed when prompted by health & safety people.

 

Spitalfields Waste MultitaskOffice_6Sep15

 

 

And rarely do customers point out the stress, chaos and upset they observe. Most just want their coffees and off they go:

2018-10-20 Staff cry

Link

 

2019-01-12 pret mess st albans

Link

 

2019-01-15 dirty tables

Link

 

Also on the 15. Jan. 2019, different shop:

2019-01-15 dirty table again

Link

 

And this is exactly what Amy Sharpe pointed out in her undercover report and I have experienced too many times: Understaffed to maximize profit, yet expected to do everything within the given time and not being paid overtime. So, teams stop caring and don’t clean anymore. In the U.S. 4000 Pret workers have successfully taken Pret to court for not paying overtime. UK staff need to do this as well.

Amy Sharpe’s findings that I can wholly underline from my experience, quote: “When the bustle dies down I clean the shop but a colleague urges me to skip certain tasks. “You’re supposed to sweep and mop every day but don’t do that or you’ll never leave on time,” he says.”

 

 

Some genuine barista reviews:

“Dear Lord, protect me from ever need to work for Pret a Manger ever again. Amen.
For this company you are numbers, robots, machines, you are no humans.”


Hard work all the time and high pressure”


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


“I used to work for Pret as a main barista for about 2 years in London. It was a total nightmare apart from some nice customers and coworkers. Their system is utterly mess and they always force employees to work extra.” YouTube comment


“Act a little more like management and a little less like the employees. I worked in 4 different shops and the song and dance was the same in each one.”


Nothing but aggravation and a discriminating HR. fire the HR staff you have now and replace them with more educating indiviuals and ones that dont discriminate”


“Cons – Too many. Lack of defined management, finger-pointing, politics and poor organisation.”


had me working as a barista for two years would not give me training so they do not have to pay me correctly(Yes, this also happens to other roles especially to the Hot Chef)


Managers are very bossy and unprofessional, a bit of exploiting”


People are two faced in order to get promotion”


 

There is certainly an extra blog entry on the laziness of managers, in this case even the danger where the GM doesn’t change labels/signs after complaints:
“*managers dont care about standards (manager was too lazy to change the meatball and the falafel sign even though there were many complaints)
*manager told me how easy HIS “job” was (he’s mostly in his office so he gets paid to sit and do nothing because he has his leaders do majority of his work)


Poor management, really short breaks, work longer hours”


etc. etc. etc.

 

Also, I pointed out sarcastically on Twitter that the percentage of recommendations are below the 50% mark having dropped:

49 percent recommended glassdoor

 

 

And now today it’s risen, but still barely half the workforce (don’t) recommend to a friend. And the steady 70% didn’t even rise with the £1000 announcement.

2019-01-19 percentage changed

So, they’re working quite hard to raise the percentage. And I’m sure after reading this blog entry the (fake) reviews continue. 😀

Here are some that don’t look real. I won’t point out on every review why they seem fake as Pret keeps learning from me. But with some I explain why, to really show why these look fake. Whoever may have been tasked to write these reviews, just cares for the % to rise and filling the top lines, bumping up the positive reviews so people stop scrolling down eventually to the terrible reviews:

 

10. Jan. 2019 “Waiter” (sounds like from the U.S.)
“I worked at Pret A Manger part-time
Pros: Very nice Team, Good salary.
Cons: Noise environment, can be very busy”

07. Jan. 2019 Tim Member Star”
(For having worked 8 YEARS in an airport which are the most stressful shops, calling the team “Tim” sounds like a fake reviewer pret-ending to be a foreigner! Or this is the proof that there is NO training, as Team Members across the board have to sign training records every 6 months, read information etc. The word “Team” is plastered all over the place in shops, not to mention their job role as a TEAM member star! While the rest of the review is mostly in accurate spelling. They can even spell complex words like: “specific”, “customers”, “interact”, and even “treat”, but 3x not Team??! Good try, try harder!)
“…the Tim is friendly… more than family Tim… For managers I don’t have specific advice, everyone has to treat the customers like that, that they want to be tried when we are like customers, more focus, attention, smail, chat and, with not interact and pushing, more regular training and short meting in a family-friendly way”


 

UPDATE 02.02.2019

As Pret reads my blog (I won’t say how I know, but I know) another review from 30.01.2019 has been added, again with correct spelling, except the last words. I know how corrupt the top HR leadership is, where they did certain things they knew at the time would hurt me, in total discrimination. But I also know that people always will have to face what they did to others. This new fake looking review looks very strongly like a response to my above quote on “Tim” vs Team:

Quote: “Can be phisically tiring sometimes” Link

Yet, on the SAME day another review from a barista which is 100% reality in Pret!

“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” Link

 


 

Here several reviews days in succession and I won’t say what looks fake here, just read:

The following two reviews two days in a row look identical, also often pointing out parties as Pret is always looking for young people luring them in as they are paid less and are easier to mold without knowing their rights:

16. Dec. 2018 Team Member (the only con is “depends on the shop”)
Pros: Weekly pay, good co-workers and food. Nice Pret Parties
Cons: Depends on the shop you’re assigned


15. Dec. 2018 Team member at Pret  (“at this particular branch” – clever! Very fake looking review.)
Pros: Weekly pay, flexible hours, great co-workers from all walks of life
Cons: The GM at this particular branch was impossible to work with


09. Dec. 2018 Team Member (“can feel like” very softly put for staff that can never plan their weeks because the rotas are rarely published in advance)
Cons: rotas need to be out more consistently and in advance can feel like you can’t plan ahead unless you have set hours
Advice to Management: Keep doing what you’re doing


 

05. Dec. 2018 Front of House Leader (Cons: A “little bit” of pressure… need to get up early “sometimes” – good one! This is a very clever review: it says that there is a “little bit” of pressure and they have to get up early “sometimes”. The reader reads this, applies for a job in Pret and works in a REGULAR Pret shop where EVERY Pret shop is ALWAYS busy, understaffed, start at 5am and earlier, unless they are on late shift. And the new team member then thinks they just happened to land in “a” busy shop not knowing that ALL shops are like this! And this supposedly is a team LEADER reviewing! You cheeky bugger reviewer, you! 😀 How much are these reviewers paid to fool people like this?! )
Pros: Great company to work for, paying well, you are getting the stuff food as well. Great staff parties.
Cons: A little bit of pressure if you are working in the busy shop, also you need to get up early sometimes.


28. Nov. 2018 Amazing Job (There is the “depends on which shop” again)
Pros: Flexible – very good employee training
Cons: Depends on which shop you get.

(This “very good employee training is a direct comment on my writings regarding no to poor training of staff.)


 

On Indeed. You, the reader tell me what looks dodgy in these reviews, mostly within days in succession. It isn’t hard to spot:

hard working.team work.nice staff.good comunication.using the till.customers service.the hardes part of work is starting very early shift at 4.00am.i like work on weekend.


Fun work place, great teamwork and ethos.
Loved working here, great experience and lots of new skills learned. Would definitely recommend working for pret and I would happily work fro them again.


Fast and fun work place
Great organizational culture, awesome training system. Everything is so standardized, structured and convenient. Great salary. Everyone is respectful and friendly. I loved working at Pret!


Fun and easy
Pret a manger is a good company to work for but if you want improve your skills in other areas than retail you might have some problems with it.
Overall in my opinion it’s a great company for a first job
It teach you good customer service and organisation skills.


great people, great customer hard work ethic (Here the reviewer, supposedly a GM, is even having a laugh as the only Con “its addictive”. Also, for a manager to be writing all in small, no caps used. They’ll work on that one now.)
amazing company, great people. loved every minute with Pret. made amazing friends and had great training and support, i have learnt alot from this company,a dn am sad to be wanting to leave.


TWO DAYS before: its ok
it is an ok job to start with, i believe the best of the same kind you can see around, the best part is the free food, sometimes is a lot of work but bearable


 

etc.

Pret can counter that the negative reviews may be fake. No sir, the negative reviews are written with such passion and detail. I even met some of them on various platforms who wrote to me and I linked them to their own reviews when I recognized their experience from the reviews I collected.

And now the ones again that I can absolutely underline from my 10 years in Pret A Manger. The last 3 years extremely fogged up and traumatized. I was lied to by top leadership, gaslighted via HR with a Development Manager who was used to sanction me, instead of supporting each other in our common grief. I write extensively about this perversion of Pret in “The Perversion of a Toxic HR Department” under the leadership and knowledge of CEO Clive Schlee.

Pret’s “Rising Star” program is PR as regular staff are pushed and stressed, once they become bereaved they become an inconvenience. I write extensively about this on this blog. The best way to get to the most important blog entries to get a quick overview is via the “Mind Map” I created: “My Ordeal With Pret A Manger“. From there it links back to this website to the most important articles.

All these reviews I have experienced in all my 10 years, in over a dozen shops, in every shop:

 

2018-05-09 pamsu endthemysteryshopper

Link

 

2018-09-13 #59 Staff Tweet2

Link

 

2018-10-15 No pay for 4 weeks1

Link

 

2018-07-12 Quote Pret #17

Link

 

2018-11-01 Go back to UK

Link

 

2018-07-23 Quote #27 Pret Hellhole

Link

 

YT_JamesHoffmann_Reply2

This person’s name is changed to Banzinotito Scrolling down in this YouTube video

 

… and many, many more in collected reviews from Employment review sites, YouTube, Twitter and other sites: Selected Quotes from the long list of Pret Staff Complaints.

 

Pret can try and counter those all day long, the truth will be told again and again. And Amy Sharpe from the Sunday Mirror having gone undercover into Pret, I hope more journalists will go into Pret as several have also gone into Amazon. But the press needs to go into the kitchen, work for a month in the morning kitchen production! That’s when the Pret blow will be felt hard! It will be harder though now, as Pret will scrutinize their job application closer, but people behind the scenes suffer and hold under this because they have kids to feed and are lulled in with incentives. But mental health is suffering. I survived to tell my and others experience.

 


 

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

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

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