Introduction:Recent measures by Luckin Coffee to optimize labor costs have sparked widespread discussion among frontline employees. Adjustments such as reduced working hours, a single-staff morning-to-evening shift system, and a freeze on promotions not only affect employee morale but may also indirectly impact customer service quality. This article delves into the details of these new policies and their practical effects on store operations.
March, following the Spring Festival holiday, is not a time for rest and adjustment for Luckin Coffee store employees — instead, it brings stricter management policies. The latest adjustments include precise control of effective working hours, implementing a single-staff model for both opening and closing shifts, and suspending recruitment and promotion opportunities for full-time positions. Employees describe these measures as an escalation from being "Luckin slaves" to becoming "Luckin robots."
According to feedback from multiple store employees, although the nominal shift duration is eight hours, only six and a half hours are actually counted as effective working time. Adding to the pressure, starting in March, the "single-staff morning-to-evening shift" model has been implemented. In low-revenue stores, the same employee is responsible for opening and closing the shop, and most operating hours are covered by just one staff member at the counter.
This adjustment in staffing has led to numerous practical challenges.Employees commonly report feeling unable to leave their workstations during their shifts.Some even have to monitor the counter through their phones while using the restroom.They must simultaneously manage coffee machine operation, restock supplies, and serve customers.This has significantly increased the intensity of their work.
In addition to shift adjustments, the company has also tightened its human resource development channels.Recruitment for full-time positions has been suspendedand opportunities for existing employees to advance in rank have been limited, signaling Luckin’s comprehensive effort to reduce labor expenses.These measures are particularly evident against the backdrop of declining store sales.After scaling back the 9.9 RMB promotion campaign, the average daily sales per store have dropped from the previous 500–600 cups to around 200–300 cups.
Seasonal factors have further exacerbated operational pressures. March, traditionally a low season for coffee consumption, combined with reduced promotional efforts, has put stores under dual pressure on revenue and profit. In this context, company management has opted tooptimize staffing to maintain operational efficiency,but this decision has triggered strong pushback from employees.
Social media platforms have seen a surge of employee feedback expressing dissatisfaction with working conditions. Comments such as "Controlling working hours while enforcing single-staff shifts exceeds reasonable limits" and "Equipment failures can't be addressed promptly, severely affecting customer experience" reflect the conflict between current policies and actual operational needs.Low employee morale not only impacts service qualitybut may also pose potential long-term risks to the brand’s development.
Financial data shows that although Luckin’s sales in the Chinese market have surpassed those of Starbucks, the sales fluctuations following the adjustment of promotional activities have prompted the company to seek cost-control solutions. Industry insiders point out thatover-reliance on headcount reduction strategies may compromise customer service quality,especially in service segments that require specialized skills in coffee preparation.
The current challenges highlight the balancing act faced by chain coffee brands during expansion. How to maintain operational efficiency while ensuring fair working conditions for employees and delivering consistent service quality to customers will be a key issue for Luckin’s continued growth.
The above content is compiled by CoffeeHunters, a coffee news website.
