A Shanghai café server at the MANNER chain has turned into an internet sensation for her bold response to a demanding customer—throwing soggy coffee granules in their face after being threatened with a complaint. The incident, captured on surveillance and shared online, ignited a viral debate on workers' rights in China's service industry and garnered hundreds of millions of views on Weibo.
The confrontation occurred on June 17, and the staff member's defiant cries of "go complain" have resonated with many, who argue that the brand has put its employees under too much pressure. This incident was not an isolated one; similar conflicts have emerged at other MANNER locations, highlighting a broader issue of work conditions.
Critics have called out the staff for unprofessionalism, but many more have sided with the workers, questioning the brand's treatment of its employees. Founded in 2015, MANNER has expanded rapidly, with ByteDance investing in 2021. However, this growth has come at the cost of employee benefits, with staff reportedly required to make 500 cups of coffee in an eight-hour shift, earning a modest salary that necessitates overtime and holiday work to make ends meet.
The incident has brought to light the intense pressures faced by service industry workers and the need for a more supportive work environment. As the story continues to brew, it serves as a wake-up call for brands to reevaluate their employee treatment and work conditions.
Two similar extreme conflicts between staff and customers at other MANNER Shanghai stores soon emerged.
Also on June 17, a customer asked a male member of staff to make her coffee first because she needed to catch a flight, but he refused. When she took her phone out to film him, he grabbed it and slapped her.
Other surveillance footage showed a physical altercation between a male customer and a male staff member at another MANNER branch on May 22. The reason for the conflict was not reported.
Editor: CH
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