A message to Starbucks partners (employees) from Rossann Williams, evp, president North America

Dear Partners, 

I am writing you today from Buffalo, NY where I have been connecting with partners, as I often do in my role around the country. I wanted to pause and check in as some of you have asked about three stores here that have petitioned to join a union called Workers United. I want to make sure you are hearing directly from us, and me personally, so you know our position and have the facts. 

For context, I first came to Buffalo in early September to see for myself the working conditions and operational challenges our partners had shared with us. From what I have seen and heard, from both newer and tenured partners, it’s 100% clear that they have not had the Starbucks Experience that we work so hard to create for you, and all of our partners across the country. So, we are here to ensure that we can give them just that. Some stores are well supported, but there are serious gaps in too many other stores in this market that fall short of the Starbucks Experience and represent some of the most challenging conditions, over and above the everyday complexity COVID-19 has brought. We are working to deliver the Starbucks standard, with humility, care and urgency. This is what every partner deserves – the very best partner experience we can offer. Our local operations team is leading the work, with a focus on staffing, training (both in-store and at our two temporary training stores), and creating the store environment partners expect and deserve, while ensuring every local leader is dedicated to creating a safe and welcoming environment for our Buffalo partners. A team of regional operations, facilities, technology, PRO, Store Dev and support manager partners are on the ground to help too. 

There are many changes happening to close the operational gaps, but even positive changes can take time for partners to adjust to, so I am personally trying to stay as close as I can while also overseeing North America and what’s important to all partners. I will continue to meet with as many partners as possible across Buffalo and around the country to be in service wherever I can. Being in the stores, working shoulder to shoulder, is the part of the job that brings me the most energy and has for my 17 years at Starbucks.

In terms of the three petitions, an election date has not yet been set. We have also asked the National Labor Relations Board to allow all partners in Buffalo stores to vote, instead of just three stores. As you know, Starbucks stores in a city or market are deeply interconnected – partners like to routinely work shifts in other stores, we transfer and promote partners between stores, we share inventory across the market, we operate under the same policies, and we share the same set of leaders. In fact, like other markets, nearly half of the partners in the Buffalo market have worked in multiple stores this past year. We believe rather than restricting the vote to three stores, all Buffalo store partners should vote because every partner’s voice matters, especially in an important decision that may affect them all. 

In the meantime, we want to make sure our partners here in Buffalo know the facts and have a space to hear from us directly so they can make their own informed decision. We are hosting partner meetings so we can share information and partners can ask us questions – like what the vote actually decides, what collective bargaining entails, how a union works, and how to make the most of the benefits we already offer. And we want partners to know how unionizing would fundamentally change their direct relationship with Starbucks. We care deeply about our partners here in Buffalo, as we do in every market across the country, and we want to preserve our partner to partner relationship. While it is certainly our partners’ right to make their own decision – and one we fully respect – I do hope our partners will give us a chance as they make the best decision for themselves, their families and their fellow partners.  

I want to be clear that our actions in Buffalo are not about whether we are pro-union or anti-union.  It’s quite simply that we are pro-Starbucks partners. As you know, our heritage and culture are built on the belief that by working directly together as partners, we can build a different kind of company. We do that by listening, having real talk, and lifting one another up, always with Our Mission and Values at our core. It’s what I truly love most about Starbucks – and I know many of you do too. Every success we have ever achieved has been in direct partnership with one another – without an outside party between us. 

Unfortunately, what I’ve seen and heard in the market shows we have partners who don’t feel the partnership we pride ourselves on having, which is heartbreaking to me. And truth be told, the operational challenges I described, like staffing, training, call outs, or repairing equipment, can only be solved by us, from within Starbucks. That responsibility, along with the responsibility to offer even part-time workers our total pay and benefits package and COVID benefits are uniquely Starbucks to own. So, we are asking partners to vote “no” to a union – not because we’re opposed to unions but because we believe we will best enhance our partnership and advance the operational changes together in a direct relationship. 

I know some of these operational gaps are not unique to Buffalo. As I shared in my message to you a few weeks ago, the pandemic has fundamentally changed our jobs and partners are navigating more complexity than ever imaginable. I want you to know that across the country, we will continue to make the investments we need to ensure an elevated Starbucks Experience, just as we have this last year – like accelerating wage investments, investing in cold beverage labor, fixing and innovating equipment and technology in stores, repurposing 40 stores around the country for new partner training, expanding referral bonuses, adding hourly recruiting specialists and more. Ensuring your care and safety remains the top priority. And with that, continuing our direct conversations as partners. Our only goal is that you feel safe, supported and truly LOVE what you do at Starbucks. You deserve that and more!

I often hear stories of incredible strength and resilience from partners, and I can say with conviction that there is no situation, pandemic or otherwise, that can shake the heart and soul of our company. We are not perfect – we make mistakes, we stumble – but we listen, grow together and take action. This work doesn’t happen in a boardroom in Seattle – it starts with open and honest conversations, in stores – learning, asking what’s possible, and committing to making ourselves, and our company, better. 

Thank you for taking time to read this message as I felt the details were important to share. I will continue to check in. Thank you for your partnership, and thank you for standing with Starbucks.

Warm regards, 
Rossann

https://stories.starbucks.com/press/2021/working-directly-together-as-partners-we-can-build-a-different-kind-of-company/