Standards Under Pressure
When things get busy, your team looks to you to stay consistent.
INTRODUCTION
Let’s look at how this plays out during a real shift and the impact your actions can have.
Case
It’s a busy afternoon at Dunkin. Orders are coming in quickly, and your team is trying to keep up. You notice drinks are being rushed out, some steps are skipped, and one order is handed off incorrectly. The team is moving fast, but not following the usual service standards. You step in.
Case A
The team continues working at a fast pace. Orders go out quickly, but mistakes start to add up. A guest comes back to the counter with the wrong drink, and another looks frustrated after waiting. The shift feels rushed and reactive.
Case B
You step in, communicate clearly, and support your team. You help redirect focus while keeping standards in place. The team adjusts quickly and continues working more efficiently. The shift feels more controlled and organized.
FINAL A1
The team clears the line, but multiple mistakes lead to guest complaints.
Speed improved, but the overall experience suffered. Inconsistent service can lead to lost trust and repeat issues.
FINAL a2
You pause briefly to reset expectations and guide the team.
Orders become more accurate, and the team regains control of the shift. Balancing speed with consistency leads to a better overall experience.
FINAL B1
The team starts strong but gradually slips back into rushed habits.
Without continued support, consistency becomes harder to maintain.
FINAL B2
You stay present, coach in the moment, and reinforce expectations.
The team stays consistent, and service improves even during the rush. Strong leadership helps maintain both speed and quality.
Standards Under Pressure
Laura Arante
Created on March 18, 2026
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Transcript
Standards Under Pressure
When things get busy, your team looks to you to stay consistent.
INTRODUCTION
Let’s look at how this plays out during a real shift and the impact your actions can have.
Case
It’s a busy afternoon at Dunkin. Orders are coming in quickly, and your team is trying to keep up. You notice drinks are being rushed out, some steps are skipped, and one order is handed off incorrectly. The team is moving fast, but not following the usual service standards. You step in.
Case A
The team continues working at a fast pace. Orders go out quickly, but mistakes start to add up. A guest comes back to the counter with the wrong drink, and another looks frustrated after waiting. The shift feels rushed and reactive.
Case B
You step in, communicate clearly, and support your team. You help redirect focus while keeping standards in place. The team adjusts quickly and continues working more efficiently. The shift feels more controlled and organized.
FINAL A1
The team clears the line, but multiple mistakes lead to guest complaints.
Speed improved, but the overall experience suffered. Inconsistent service can lead to lost trust and repeat issues.
FINAL a2
You pause briefly to reset expectations and guide the team.
Orders become more accurate, and the team regains control of the shift. Balancing speed with consistency leads to a better overall experience.
FINAL B1
The team starts strong but gradually slips back into rushed habits.
Without continued support, consistency becomes harder to maintain.
FINAL B2
You stay present, coach in the moment, and reinforce expectations.
The team stays consistent, and service improves even during the rush. Strong leadership helps maintain both speed and quality.