Starbucks is not a leader in Covid safety. Starbucks is contributing to transmission rates.

Starbucks is attempting to continue business as normal  –  not embracing change.

I have been told multiple times that stores need to “look as normal as possible.” This has been said in reference to removing distancing markings and signage (in breach of government Covid health protocols), removing furniture deliberately placed to block customer access to the bar (important for partner safety and protection of customer drinks from other customers), and removing mask reminder signs. These measures are important to educate customers, many of whom wish to distance but are simply confused as to how and unaware of what is expected of them.

Starbucks has failed to provide its partners consistent training in how to adjust to new procedures or follow local government health codes. There has been no clear guidance on Starbucks policies or government health code. No training on how to wear a mask or how to effectively offer masks to unmasked customers has been added to the mandatory training modules.

The most egregious issues have involved masking policies, but pressure to exceed capacity limits (by not explaining or enforcing capacity limits to customers, not having enough staff working to post someone to the door) is a close second and is a continued threat to partners and customers.

Starbucks is endangering its partners by understaffing.

Handling of masking and capacity alone require additional staffing, which is not being provided. Accurately following the health code behind the bar - including the isolation of POS and the partner involved with cash handling being able to handwash before moving to production positions - dramatically slows down the speed at which partners can produce drinks and move customers through the store. Sanitizing all high contact areas of the store every 30 minutes slows down workflow. Ensuring that the wrong customer does not contaminate a mobile order item requires attention and slows down production time. Mixing sides into drinks on behalf of each customer and getting orders accurate while communicating through masks and plexiglass takes effort and slows down line wait time. This can often result in unhappy customers and leaves partners open to harassment.

There has been no recognition in the form of labor hours that doing our job is now more difficult than it was before Covid and that it cannot be done at the same speed as before.

Starbucks has created a culture of customer expectations valued above partner or customer safety.

Pressure to “make the moment right” and prioritize the “experience” is a longstanding part of Starbucks culture, but the stakes at risk during the pandemic are unprecedented, as is the amount of harassment and abuse which partners are facing. I am aware that the Third Place policy was updated to reflect this reality; however without training partners on how to handle masking issues, without training on how to handle aggressive customers versus those engaging in microaggressions, and without more staffing so that partners can address these issues, the update is meaningless. Paired with the increased focus on Customer Connection scores and the pressure on staff to engage with customers in ways which prioritize improving Customer Connections scores over ensuring customer safety, the situation is impossible.There has been no recognition that doing our job is now more dangerous to our physical and mental health.

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I wrote this in my letter of resignation. Message me for a link to the full letter & others!