A letter to Starbucks partners and customers from Kevin Johnson, Starbucks ceo and president

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Over these past months, as the entire world has responded to the global pandemic of COVID-19, I have been inspired by the strength of humanity united in common cause — the compassion shown by those working in service of others — as well as the courage, emotional resolve and attitude of optimism demonstrated as we overcome adversity.

At Starbucks, that inspiration has come from our partners, whose dedication and ability to adapt leaves me feeling proud every day. During this unprecedented challenge, Starbucks partners have risen to the occasion every step of the way and have shown up for their communities and front-line responders. Our partners make Starbucks resilient, and that gives me immense confidence that we can overcome any challenge we face.&nbsp;

As so many in our family of partners come back this week, <a href="https://stories.starbucks.com/stories/2020/a-message-from-starbucks-ceo-kevin-johnson-preparing-for-the-next-phase-in-the-us/">responsibly re-opening stores</a> across the United States, we are poised to adapt very rapidly, in meaningful ways that enhance the Starbucks Experience for our partners, customers, and the communities we serve. We are accelerating many forward-looking initiatives to address the realities of the current situation. We do this to provide a safe, familiar and convenient experience for our customers.

These adaptations will reinforce the concept of the third place— a warm and welcoming place, outside of our homes and our workspaces, where we connect and build community. We think of the third place as a mindset — a feeling of comfort that uplifts customers everywhere, and in every way, they experience Starbucks. And the third place has never been more relevant than now, as communities seek to reconnect and heal.

Starbucks is proud to be an active participant in tens of thousands of communities battling this crisis and working toward a time of healing. After seven weeks of sheltering at home in the U.S., we have embraced an approach of monitoring, rapidly adapting to, and even shaping, the “now normal.”

Health officials tell us it could be many months until there are effective COVID-19 treatments and a vaccine. As we gradually come out of isolation, people will crave the connection and community that are fundamental to humanity. However, customers will want experiences that are safe, familiar and convenient. With health and safety prioritized, we are defining the future of Starbucks to meet evolving customer expectations and societal change.&nbsp;&nbsp;

Starbucks is committed to create a third place experience that is exactly tuned to that need — providing safe, familiar and convenient experiences.

By the end of this week, Starbucks partners will have responsibly reopened over 85 percent our company operated stores across the U.S., and we are expecting more than 90 percent of our stores to be open by early June, under modified operations and hours.The foundation of our approach comes from what we have learned in China, where more than 98 percent of our stores are now open and operating under revised protocols. We have adapted these protocols for the U.S. and our goal is to exceed the standards outlined by the Centers for Disease Control and Prevention for a safe experience, including heightened emphasis on <a href="https://stories.starbucks.com/press/2020/what-customers-need-to-know-about-starbucks-response-to-covid-19/">cleaning and sanitizing protocols in our stores</a>.

We have expanded service beyond drive-thru to include mobile ordering for contactless pick-up, delivery and, in some locations, curbside pickup and grab-and-go through the café.

We are putting immense emphasis on the safest and most convenient way for customers to order their favorites from Starbucks. Nearly 20 million customers are using the Starbucks App as part of their daily routines and as those routines evolve, we’ll be finding ways to tailor the app to customers’ individual needs.

The third place experience created by Starbucks partners in our stores is extended and enhanced by the digital relationships we have with our customers. Our Starbucks App will enable new features, including optimizing for curbside pick-up, entryway handoff, improved drive-thru experiences, voice ordering through Siri and the ability for everyone to earn stars that can be redeemed for rewards. We will also shift toward more cashless experiences, knowing that the handling of cash creates consumer concerns about the spread of viruses. We predict the mobile app will become the dominant form of payment.

We continue to invest in our <a href="https://stories.starbucks.com/stories/2020/how-starbucks-plans-to-use-technology-to-nurture-the-human-spirit/">Deep Brew</a> suite of artificial intelligence (AI) capabilities, and we will double down there as well. One immediate Deep Brew solution supports our operations and field leadership team as they make data-driven decisions related to store re-openings and operating protocols. And the <a href="https://stories.starbucks.com/stories/2019/inside-the-tryer-center-the-starbucks-lab-where-anything-is-possible/">Tryer Center</a>, which we opened last year to innovate on store design and in other areas, has kicked into overdrive as well. These investments were made with an eye toward innovation and the future of Starbucks; they’re now poised to help us adapt as we accelerate a retail transformation.

Starbucks is well-positioned for this transformation. Pre-COVID-19, more than 80 percent of customer orders in the U.S. were for “on the go” — through the drive-thru, in a café at point-of-sale or through Mobile Order for pickup or delivery. That means the majority of Starbucks customers are already familiar with the safe, convenient experiences that are now called for by physical distancing recommendations.

As we adapt, we build on our heritage and remain focused on our mission: To inspire and nurture the human spirit — one person, one cup and one neighborhood at a time.

As this global pandemic has impacted the lives of everyone on the planet, I have been reflecting on how significant generational life experiences reshape humanity. I immediately thought about lessons I learned from my grandfather. When I was a young boy, he shared stories of his life growing up during the Great Depression and serving in WWII. Those life experiences taught him to appreciate the simple things in life, the things that are often taken for granted, like good health and loving relationships. This global pandemic will serve as a reminder that life is fragile and create a renewed appreciation for health, love and joy.

On the other side of this challenge, we will treasure human connections — from warm embraces with our loved ones to small everyday interactions with those in our communities — like we never have before. Human connections will not only be restored, but reinforced and re-invigorated. The third place will not just survive, but with adaptations and new routines, it will thrive.

And when that happens, as my grandfather did for me, I will share wonderful stories about my life experience with my grandchildren, knowing that Starbucks will be there for them and future generations to come.

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Starbucks ceo: The third place, needed now more than ever before - Starbucks Stories

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Starbucks ceo: The third place, needed now more than ever before

Starbucks continues to adapt while navigating COVID-19, prioritizing health and safety of partners and customers and providing a third place for communities.

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An open letter to Starbucks partners from Rossann Williams, evp and president, U.S. company-operated business and Canada

From day one, our commitment to you has been to make proactive decisions, based on the facts and science, with our three guiding principles: ensuring your safety and well-being, supporting our public health and government officials and being in service to our communities. As we navigate the way forward, you have my word that we will continue to do what’s right for you and your families, so you feel supported every step of the way.

Like many of you, I’ve been thinking about Starbucks role and responsibility as our country faces the harsh realities of COVID-19. More than 17 million Americans have now filed for unemployment, and many of you have shared how the crisis has hit home, impacting your loved ones. I am grateful to work for a company where we can make the decisions necessary to care for our partners through a crisis like this, and we’re going to do everything we can to continue to make that a priority. But we must act urgently – together. As states begin to relax their stay-at-home orders and more communities prepare to reopen, we will need to get our stores back up and running, wherever it is safe and responsible to do so, so we can keep every partner employed and be a light for our communities through this next phase of rebuilding and recovery. 

Some of you have asked if we will be able to re-open all our stores at once, and to be honest, there’s no one-size-fits-all solution. The impact of COVID-19 varies across communities, and decisions will need to be made locally, with our field leaders, store managers and local health experts. As <a href="https://stories.starbucks.com/stories/2020/a-message-from-starbucks-ceo-kevin-johnson-preparing-for-the-next-phase-in-the-us/">Kevin shared in his letter</a>, we are entering a phase of “monitor and adapt” and will need to modify operations to Drive-Thru, Delivery, MO&amp;P or Entryway Handoff only, store by store, with best in class safety protocols. We will use the strongest data available to help us assess a store’s readiness, considering things like the trajectory of the virus, local mandates, operational capabilities and customer and partner sentiment. And even if we can re-open a store, we will always pause to consider should we re-open, so we can support our field leaders in making the best decisions possible. I have full confidence in the approach because 1) we did this successfully in China, where over 95% of all stores have now re-opened, 2) we are already operating modified formats in half our stores in the U.S. and 3) we have the best partners in the business to help execute this thoughtfully, with partner care front and center.

With that in mind, here’s how we’re going to approach this next phase:

Beginning May 4, we will re-open as many stores as we can with modified operations and best in class safety measures, and intend for any partner who is healthy and well to come back to work. We will make time the first week of May to reconnect as a team and welcome back our partners. And we’ll do this in a way that only Starbucks can – celebrating each other, making time for training across our new formats and safety protocols and re-immersing in our mission and purpose as a team.

To support our partners, we will extend Service Pay through the end of May with an additional $3 per hour for anyone who is healthy and choosing to work, and we will similarly extend Catastrophe Pay for partners who have been diagnosed or exposed to COVID-19, so they can stay home and self-isolate. We will continue our expanded Food/Beverage benefit and expanded Care@Work benefit with 20 backup days. All other benefits like Lyra for free mental health support, paid sick leave, paid time off, and more are always available, whether you are working or being supported with Catastrophe Pay. We will also continue to have Catastrophe Pay available for partners whose stores have to close, or stay closed, during May. And in order to ensure partners are paid for their average baseline hours, we will make Catastrophe Pay available to help close the gap between hours worked on Service Pay and average baseline hours through May 31.

For those partners whom the CDC has identified as at higher risk for severe illness from COVID-19, or partners who live with a health care worker who works with COVID-19 patients, I encourage you to connect with your leader in the coming weeks so we can better understand your specific circumstances and how we can best help you manage your situation. That could include placing you in a lower risk environment (i.e. delivery only store), identifying resources and benefits to support you, or extending Catastrophe Pay until the end of May, if that’s what you need. We will similarly provide Catastrophe Pay until the end of May for partners navigating childcare challenges. Everyone’s situation is different and always evolving, and we want to help you make the right decision for you.&nbsp;&nbsp; 

As we re-open stores and have work available, we will no longer be able to offer Catastrophe Pay to partners who are unwilling to work after May 3.These partners will have the option to utilize their remaining vacation or sick leave, apply for unpaid leave, or evaluate eligibility for assistance based on the CARES Act (or any state mandates). We also expect to phase out Catastrophe Pay and Service Pay in June as we return to our normal operations, pay and benefits. We will share additional details in the coming week, once we have them finalized. 

I know these decisions will be welcomed by partners who are ready and excited to get back to work. Others may be open to the idea but need a little more support which is why we will invest time the first week of May for retraining and re-immersing. And there will be some partners who just aren’t ready to return to a service role. So, we must show our genuine empathy for those who need to make the personal decision to leave Starbucks. We will always be grateful for their service to our company and we will support them the best way we can as they make personal decisions to care for themselves. We know this is an unprecedented time, and we want every partner to know you have options when it comes to doing what is best for you. Whatever you choose, I want you to know that your Starbucks family stands with you, today and always. We will always have your back.

From now until the end of May, all of us – partners, store managers, field leaders and support partners – are going to have navigate some important decisions. Let’s lean on each and ask for help when we need it. We are building our future together, and my hope is that every partner feels supported and truly inspired by Our Mission as we get every store back up and running. 

In closing, I want to leave you with one of my favorite quotes from Desmond Tutu: “Hope is being able to see that there is light despite all of the darkness.”Thank you for making our partners and customers feel truly seen, valued and loved, and most importantly, thank you for leading with so much HEART, offering care and comfort at a time when people need it most. This is truly what it means to inspire and nurture the human spirit. I have never felt more lifted by Our Mission as partners; I know together, we will overcome and emerge stronger than ever before.

A letter to partners: Comprehensive partner care as we adapt to COVID-19 - Starbucks Stories

A letter to partners: Comprehensive partner care as we adapt to COVID-19

Beginning May 4, Starbucks will re-open as many stores as the company can with modified operations and best in class safety measures, based on the strongest data available to help assess a store’s readiness.

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As I write to you on this beautiful spring day in Seattle, I am reflecting on the fragility of the human experience. Six months ago, who could have predicted the world would be united in a common cause: overcoming the human impacts of COVID-19 – the loss of life, feelings of isolation and loneliness, concerns about health and fears of economic uncertainty. But here we are, navigating this together. 

During times of adversity, values are tested. I remain inspired by your resilience and am optimistic that together we can overcome this challenge. Words cannot capture the immense pride and gratitude I have for you, my Starbucks partners, as you demonstrate support for one another, your customers and the thousands of communities we serve. During this overwhelming and difficult time, you have shown up and stayed true to the Mission and Values we stand for, and I am forever grateful.&nbsp; 

Starbucks partners are navigating this dynamic situation together in more than 80 markets around the world by making decisions based on three simple principles:

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After several weeks of isolation, as many markets around the world have directed people to “shelter at home,” we are beginning to see progress. Around the world, the response to this crisis has followed a familiar path. As COVID-19 entered each market, governments have focused on mitigating the spread of the virus. This has required schools, institutions and businesses like Starbucks to take uniform actions to embrace social distancing, to close spaces and to implement preventative methods focused on reducing the strain on hospitals and saving lives. Convenient food establishments and grocery stores are considered by most governments part of the essential infrastructure. As such, we were able to remain open, where possible and with safety protocols and limited operations, to offer food and beverages to our communities, particularly to the millions of heroic health care workers and front-line responders who cannot stay at home. 

With governments, health care professionals, businesses and citizens all working together, there is evidence many markets have in fact “flattened the curve” and are now beginning to see a decline in the number of new confirmed COVID-19 cases. This is prompting many to define the next steps that will appropriately prioritize health concerns while, at the same time, take thoughtful and measured steps to serve our communities.

As we have experienced in China, we are now transitioning to a new phase that can best be described as “monitor and adapt.” This means every community will continue to monitor the COVID-19 situation and people and businesses in that community will begin to adapt. Gradually, more schools and businesses will open. 

What does this mean for Starbucks? As was the case in China, this means we will gradually expand and shift the customer experiences we enable in our stores. For example, some Starbucks stores will continue as drive-thru only, others may utilize the mobile ordering experience for contactless pickup and delivery and others may reopen for “to-go” ordering. As we experienced in China, this will be a journey and we are thoughtfully preparing for this next phase as we adapt in the U.S.

To support field leaders in these decisions, we have developed a data-rich dashboard to provide comprehensive information, including government data on confirmed cases and trends about COVID-19 and how that may influence decisions at the individual store level. As the ability to test for COVID-19 increases, we’ll be able to continuously enhance our monitoring capabilities.

We are ready for this new, dynamic period. More than 60% of our store formats in the U.S. include a drive-thru, and approximately 80% of all customer orders were placed “on-the-go” even prior to COVID-19. We have tested a variety of service options in more than 300 stores across the U.S. over the last few weeks, including contactless service, entryway pickup, curbside delivery and at-home delivery. We are finding new, innovative ways to serve our communities safely while working hard to exceed public health requirements and adjust to new customer expectations. Thanks to our digital leadership, we are positioned to evolve the Starbucks experience for millions of our loyal customers.

While flexible store formats, digital leadership, and innovative data tools help, the decision of how to operate a store, and when to make changes, is a human one. While dozens of factors help inform the decisions, our field leaders look at four factors: the local status of the public health crisis, guidance from health and government officials, community sentiment and store operational readiness

This decision-making framework helps inform whether a store can begin to reopen utilizing an appropriate format. For Starbucks in the U.S., China and everywhere, there is a more important, final question: When and how? This is the unique responsibility Starbucks partners have to one another, to our customers and to our communities – do the right thing. Only by trying to exceed local, state and national health requirements will we be ready to serve our communities. Not all decisions are financial, and in a crisis like this, they must be secondary to the health and well-being of our partners and customers.

What does this all mean for you? As this framework guides field decisions, it means your local leaders will continue to keep you informed of what to expect, when your store may begin a reopen process, what type of store operation format will be used when it does reopen and what you can expect from a staffing and scheduling perspective. You will also hear more details from Rossann later this week on our approach to COVID-19 pay and benefits as we continue to prioritize partner care during this critical period.

Partners, this pandemic has touched every one of the 32,000 communities Starbucks serves around the world, creating tragic loss, intense anxiety, and now disruptive economic consequences. It has also brought out some of the best in humanity, including your continued demonstrations of resilience and commitment to supporting the communities we serve. These are the moments where the world experiences the very best of Starbucks. We are all adapting to this new reality and approaching this thoughtfully and true to the principles outlined above. As we monitor and adapt, we will support our communities, and we will grow stronger as Starbucks partners. That is Starbucks resilience at its best.

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A message from Starbucks ceo Kevin Johnson: Preparing for the next phase in the U.S. - Starbucks Stories

A message from Starbucks ceo Kevin Johnson: Preparing for the next phase in the U.S.

As we monitor and adapt, we will support our communities, and we will grow stronger as Starbucks partners. That is Starbucks resilience at its best.

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An open letter to Starbucks partners from Rossann Williams, evp and president, U.S. company-operated business and Canada

As we continue to navigate COVID-19 together, I want to first take a moment to share my deepest gratitude and appreciation for all of you. You’ve led through an unbelievable amount of change these last few weeks and have come together in deeply human ways to support each other and our communities, including our brave front-line responders and health care workers. With every step, I know we are building a different kind of company and I feel incredibly proud and grateful to be on this journey with you.

As we look ahead, your safety and well-being remain our top priority and we will continue to make proactive decisions, based on the facts and science, to ensure you feel truly supported and cared for in the best way we can. As the situation with COVID-19 evolves, I have a few updates for you today:

Everything we are doing right now – comprehensive partner care, increased cleaning and sanitizing protocols, closing cafes and adjusting operations, and our Quick Connect wellness checks ahead of every partner’s shift – meets and in many cases even exceeds the expert guidance provided by the CDC and other public health authorities. We know the science on COVID-19 is rapidly evolving as researchers learn more. As it does, we want to continue to take proactive steps to ensure the health and safety of our partners, as that remains our top priority. As we consider additional tools for your care and well-being, we are going to begin sending thermometers to all company-operated stores for partners who would like to self-monitor their temperature as added reassurance before they start their shift. This is a completely voluntary step, and can be done as part of the Quick Connect wellness check before each shift. If a partner has a fever, they should go home and rest, supported with Catastrophe Pay. We’ll send additional instructions and details about the thermometer shipments to stores in Monday’s Weekly Update. We encourage you to also continue to self-monitor at home whenever possible to ensure that you are taking the best care of yourself.

We are also closely following the CDC’s evolving guidance on facial protections like masks and coverings. What we understand right now is that the CDC and other health authorities do not require or even recommend masks for healthy people. The CDC has only recommended masks for those who are already sick, or caring for someone who is sick. That said, we know the science on facial protections, including the use of non-medical, fabric masks, is evolving, so we are proactively looking into supply for non-medical grade options. We will share any updated guidance this week, as soon as we understand the new facts and science from our health experts. This will also help us be ready should local government mandates start to change, or when our public spaces start to reopen. Given the significant shortage of Personal Protective Equipment (PPE) around the country, we will not source medical-grade masks because we know our health care workers and first responders need those most urgently. In addition to thanking these brave men and women with free brewed coffee, we will also continue to contribute to organizations like Direct Relief that are helping get PPE to health care workers as another way that we can be in service to our communities during this crisis.

In the meantime, remember, the best thing we can all do to help stop the spread of the virus – based on confirmed scientific guidance – is to practice social distancing, stay home if you feel sick, wash your hands often, avoid touching your eyes, nose and mouth and sanitize high touch surfaces frequently.

In closing, I want to leave you with this: I’ve been a proud Starbucks partner for 15 years, and I’ve never seen us come together the way we have these last few weeks – doing everything we can to support each other, our customers and our communities. I know that the moments we are creating right now are the best moments our customers may have in their day-to-day lives, and our role in providing these moments has never been more important. These moments will lay the groundwork for our journey ahead as we continue to build this different kind of company together. I anticipate that we will have to navigate even more changes in the days and weeks ahead as we continue to learn new facts and science-based recommendations from our health care experts and local governments. You have our commitment – my commitment – that we will always make decisions with your care and safety first. So, please know this – together, we will get through this, and emerge even stronger, with more courage, resilience and hope for the future than ever before.

Our Continued Support of U.S. Partners During Covid-19 - Starbucks Stories

Our Continued Support of U.S. Partners During Covid-19

Starbucks extends all temporary benefits for partners until May 3rd and shares additional details on ways its continuing its support as we navigate COVID-19.

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A letter to Starbucks Customers and Partners (employees) from Kevin Johnson, Starbucks ceo and president

This moment in time, as the world is united in an effort to mitigate the effects of COVID-19, requires coordinated action by governments, health care providers, businesses, and people in every community. Working together, we are making a difference and, together, we will overcome this unprecedented challenge.

I am inspired by our Starbucks store partners around the world who proudly wear the green apron and who are rising to the occasion. They demonstrate our resilience and our commitment to the communities we serve. 

On Friday evening, we made the decision to close customer access to the cafes of all company-operated Starbucks stores across the U.S. and Canada and shifted to a drive-thru operating model. In cooperation with and guided by local government officials, our drive-thru and delivery continue to be available so that we can provide communities a range of food and beverage offerings. 

We also committed to pay all Starbucks U.S. and Canada retail partners for the next 30 days whether or not their store is closed, or they are otherwise unable, or even uncomfortable, coming to work. We believe no partner should be asked to choose between work and their health. 

<a href="https://stories.starbucks.com/stories/2020/its-at-the-heart-of-who-we-are-starbucks-drive-thru-stores-continue-to-serve/">On Saturday morning, something incredible happened.</a> Our partners in every region around the U.S. and Canada showed up before dawn to open drive-thru-only experiences at their stores. They filled in for each other at short-staffed nearby stores. Our stores that could open, did.&nbsp; Our partners showed up. They showed up for their communities.

Cameron Melcher, a store manager and Starbucks partner since 2008 who took over a new location in Manassas, Virginia, just this month, said it was never a question for him. “I’m thankful to have a store still functioning and still serving our community, a majority of which are now hospital workers and first responders,” Cameron said. “I know what we represent to people in our area, especially right now, and I didn’t want to see that falter.”

The experience we have gained by navigating the virus in China, also gives me confidence in our approach. Though the situation remains fluid, Starbucks stores in China are now on a solid path to recovery. I shared a bit about this last week at our <a href="https://stories.starbucks.com/stories/2020/five-things-to-know-about-starbucks-online-annual-meeting-of-shareholders/">Annual Meeting of Shareholders</a>; the key takeaway is that we will continue to exceed public health requirements, where it comes to increased cleaning and sanitizing protocols and social distancing operating models, to create the safest possible environment in our stores.

Starbucks continues to act based on three simple principles: ensuring the health and well-being of our partners and customers, supporting local health officials and government leaders as they work to contain and mitigate this virus, and showing up as a responsible member of the 32,000 communities in which we are the Third Place.

It is the responsibility of every business to care for its employees during this time of uncertainty, shared sacrifice, and common cause. I hope to see many business leaders across this country doing all they can to retain jobs, pay employees, continue benefits, and demonstrate compassion as they make critical decisions. Not every decision is a financial one.

At Starbucks, we have also been doing more than ever in <a href="https://stories.starbucks.com/stories/2020/letter-to-partners-caring-for-starbucks-partners-during-covid-19/">caring for our partners</a>, extending childcare benefits, offering a new mental health benefit, and introducing catastrophe pay. Partners are the heartbeat of Starbucks, and we will continue to do whatever we can to support them.&nbsp;&nbsp;

I want to extend a special thank you to our store managers – like Cameron—for their tireless efforts to lead our stores and <a href="https://stories.starbucks.com/press/2020/what-customers-need-to-know-about-starbucks-response-to-covid-19/">recognize our baristas</a> for going above and beyond during this time.

To our customers, I thank you for your continued understanding. These store adjustments create a temporary disruption to your Starbucks Experience. You can count on Starbucks to do our part, act on principle, and stay true to our mission and values.

I am optimistic that together we can overcome this challenge. The human experience is about&nbsp;overcoming adversity by being resilient, and that is certainly on display across the nation. We will overcome this. Our resilience will be rewarded.

A message from Starbucks ceo Kevin Johnson: A time for resilience - Starbucks Stories

A message from Starbucks ceo Kevin Johnson: A time for resilience

A message to Starbucks customers and partners (employees) from ceo Kevin Johnson.

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A Time for Resilience

A letter to Starbucks partners from Rossann Williams, evp and president of U.S. company-operated business and Canada.

Thank you again to the nearly 6,000 partners who joined me and our executive leaders this week for our second live discussion on COVID-19. We are navigating this crisis minute-by-minute, day-by-day, adjusting as we learn more. Your understanding, flexibility and straight talk are immensely appreciated, and much needed in this moment. Today, we have some important new information about additional steps we are taking to ensure your safety and stability during this crisis.&nbsp; 

The magnitude of managing through this situation is the single biggest challenge many of us have faced in our lifetime, and I am continually moved by your compassion for each other, our customers and our communities during this exceptionally difficult time. With daily news from friends and family members getting laid off and businesses closing, we need one another more than ever. We need to be a different kind of company.&nbsp; 

I heard two things very clearly during our conversation: your concerns for safety and the need for clarity around COVID-19 catastrophe pay. 

Let me be clear: Just as we have for nearly 50 years, Starbucks will always make the courageous decisions, even if they're difficult ones. And today, those decisions are informed by evolving facts and science and the legislative requirements for municipalities across the United States. 

Closing Cafés and Going to Drive Thru &amp; Delivery Only

Since the onset of the outbreak, we’ve worked to exceed public health requirements by taking actions in our cafés like expanding sanitizing and cleaning processes and removing furniture to reduce risk and create the safest environments we can for partners who want to come to work. Even so, we’ve all recognized over the last week the challenges and complexities of trying to reduce “social gathering” in our cafés even as we removed furniture and reduced our services to grab-and-go. While we have worked hard to exceed any public health requirements, our cafés in some areas are experiencing high traffic, and we need to do more to prevent the spread of this virus. This is a crisis that is moving quickly, and we need to stay ahead of it and do our part, recognizing this is often confusing, frustrating and dynamic. Today, we are making the decision to close access to our cafés altogether for two weeks and limiting our services to Drive Thru only. Some exceptions will be made for those cafés serving in or around hospitals and health care centers in our efforts to serve frontline responders and health care workers. These changes apply to our company-operated stores in the U.S. and Canada, and our licensed partners will make decisions for their properties.

Partners will still be paid for the next month, even if you choose to stay home

While these changes may cause some inconvenience to our loyal customers, I want you to know there is nothing more important right now than your safety and that of your family. If you feel you’re taking a risk by coming to work or fear carrying the virus, please stay home. We will help you manage through your time off. As we have said several times since the beginning of this crisis, no Starbucks partner needs to choose between their health and coming to work. Any partner serving in our stores that remain open are there because they want to be there to serve our community at this time. To guarantee that, we are going to pay all store partners for the next 30 days, whether you come to work or choose to stay home. We understand the pressure you may feel, and we hope this brings you some reassurance that, especially in difficult times, we are a different kind of company. &nbsp;&nbsp;

We are also encouraging other major employers to do the same to support retail workers at this time.&nbsp; As government relief efforts move forward and become clearer, we will continue to do our part and will update you with additional information. &nbsp;&nbsp;

Many of you are also feeling the personal impact of COVID-19 outside of work. To help with critical issues like childcare and financial hardship, we’ve temporarily adjusted our Care@Work benefit to include 20 days of backup care and the option to use out-of-network caregivers, including friends and family, with a reimbursement of up to $125 per day.

If you have been financially impacted by the COVID-19 crisis and have exhausted available resources like Care@Work and catastrophe, vacation and sick pay, you can apply for a CUP Fund grant. Applications will be expedited and the three-year restriction between grants waived.

Finally, because mental health is just as important as your physical health, our Employee Assistance Program provides six free counseling sessions for you and your household members. If mindfulness and meditation are what’s needed, you have a free subscription to Headspace.

Supporting First Responders, Health Care Workers, and the Communities We Serve

Let’s be real. Lattes aren’t “essential.” But in times of crisis, the government asks convenient food and beverage outlets to remain open when possible for pickup, Drive Thru, or delivery. Like grocery stores, gas stations, and other daily conveniences, our stores are part of a support system the government is counting on to be in service to the community. Each “shelter in place” and other city or state closure notices that have been announced (as of today) explicitly call for convenient food establishments to remain open, if possible. This is especially important to serve thousands of frontline responders and health care workers who are on the front line, which is why our stores in or around hospitals, or communities with limited food options, will remain open with partners who are explicitly choosing to continue to serve. We will continue to work very closely with local, state and the federal government to continually assess how best to stay open, stay safe, and be part of the solution during this time. 

Together, we have successfully navigated many challenges throughout our history, and managing COVID-19 will be no different. You have my word, we will continue to stay true to Our Mission and Values, making the right decisions even when it’s hard, and caring for you and our customers. 

Should you need to talk with someone directly about your personal situation, I encourage you to reach out to your manager. The Partner Resources Support Center&nbsp;(PRSC) at 888-SBUX-411, is also standing by to support you.

Starbucks temporarily moving to primarily drive-thru-only in U.S., confirms expanded catastrophe pay for worried partners - Starbucks Stories

Starbucks temporarily moving to primarily drive-thru-only in U.S., confirms expanded catastrophe pay for worried partners

A letter to Starbucks partners from Rossann Williams, evp and president of U.S. company-operated business and Canada.

Starbucks temporarily moving to primarily drive-thru-only in U.S., confirms expanded catastrophe pay for worried partner

https://stories.starbucks.com/press/2020/starbucks-temporarily-moving-to-primarily-drive-thru-only-in-us-confirms-expanded-catastrophe-pay-for-worried-partner/

As the situation with COVID–19 is extremely dynamic we will continue to make proactive decisions that are grounded in care for our customers and partners (employees), based in transparency and science, while also doing our part to help stop the spread of the virus. 

Over the last week, as more communities, including the federal government, have called for increased social distancing to help contain the virus we are evaluating our store operations daily. Every community's public health needs are different, so we want to make sure we play a constructive role by taking responsible actions, guided by the CDC and other experts, to continue to do what's right for our customers and partners. You can always find the latest information from Starbucks here and track store hours and closures via our website or the Starbucks app. 

&nbsp;Many of our customers have also asked how we will care for our partners. We have shared with our partners that they will never have to choose between working or taking care of themselves. For details on the comprehensive support and resources we are providing please visit here. 

For our Starbucks Rewards members we recognize that the current environment may limit your ability to redeem your Stars. Therefore, we will delay the expiration of all Stars scheduled to expire between now and June 1, 2020. For more information about changes to the Starbucks Rewards program please continue to visit our website. 

These are truly uncharted times and we're learning right alongside you as we navigate COVID–19 together. We are proud of the swift decisions we are making, and we will always do what's best for our customers and partners.

As the situation continues to evolve, we may make some more changes, but through it all we will lead through the lens of Our Mission and Values which is to inspire and nurture the human spirit — one person, one cup and one neighborhood at a time. 

Thank you for your continued loyalty and support. 

Warm regards, Your friends at Starbucks&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;

Letter to Customers: Changing operations as we navigate COVID-19 - Starbucks Stories

Letter to Customers: Changing operations as we navigate COVID-19

As the situation with COVID–19 is extremely dynamic we will continue to make proactive decisions that are grounded in care for our customers and partners.

https://stories.starbucks.com/press/2020/letter-to-customers-changing-operations-as-we-navigate-covid-19/

A letter to Starbucks partners from Rossann Williams, evp and president of U.S. company-operated business and Canada

As the situation with COVID-19 unfolds, our commitment to you is that we will continue to make courageous, proactive decisions that are grounded in partner care, transparency and science, while doing our part to help stop the spread of the virus.

Since the beginning of the outbreak, we have been building protocols for every possible scenario, informed by the expert guidance of the CDC and local public health authorities. Two weeks ago, we activated our first set of precautions in all stores nationwide – from increased cleaning and sanitizing, to pausing reusable cups. We then made the decision to temporarily expand catastrophe pay for partners impacted by COVID-19, so you never have to choose between work and taking care of your health. 

As <a href="https://stories.starbucks.com/stories/2020/letter-to-customers-our-role-and-responsibility-in-navigating-covid-19/">Kevin shared in his letter last week</a>, we are prepared to respond quickly to any emerging situation. Over the last 24 hours, as more communities, including the federal government, have called for increased social distancing to help contain the virus, we have made the decision to move to our next level of protocols. Starting today, we will move to a “to go” model across the U.S. and Canada for at least two weeks to help prevent prolonged social gathering in our cafés. Here’s what you can expect:

These are the actions we know are effective based on our experience in China. Working together, I am confident we can modify operations in all stores quickly and seamlessly, as we know the majority of our customers already get their order “to go” and most of our customers who typically use our café seating are also used to visiting us at MOP and Drive Thru. We had the opportunity to connect with your field leaders yesterday, and they are ready to work with you to help execute these temporary changes and make sure you are feeling fully supported. 

As we all know, the situation with COVID-19 is extremely dynamic and we will continue to review the facts and science and make the proactive decisions necessary to protect our partners, customers and communities. While we make these shifts in all stores for at least two weeks, we are also taking the following measures:

Every community’s needs are incredibly different, and we are prepared to adjust as needed. We want to make sure we play a constructive role by taking responsible actions, in partnership with the CDC and local public health authorities, so we can continue to do what’s right for our partners and customers. 

Caring for You and Your Families

Partner care is the top priority and we will take care of anyone impacted by adjusted hours of operation, modifications to operations, or a temporary closure, including redeploying partners to other stores and/or providing catastrophe pay. We have also made the decision to invest up to $10 million in our CUP (Caring Unites Partners) Fund and other global resources to support partners’ needs beyond pay, and we are temporarily expanding the <a href="https://starbucks.care.com/">Care@Work</a> program to provide support for partners needing additional backup childcare options as a result of school closures. This includes two changes:

Our teams are working as quickly as possible to launch this expanded support with the CUP Fund and Care@Work, and will have more information on the Hub, along with partner FAQs and instructions, so you can submit requests in the coming days. In the meantime, please check in with each other and help make sure everyone knows about our existing resources – including <a href="https://departments.starbucks.com/sites/partnerfamilysupport/en-us/pages/partner-and-family-sick-time-(u.s.).aspx">&nbsp;paid sick time</a>, access to <a href="https://departments.starbucks.com/sites/benefits/en-us/Pages/Benefits-Directory.aspx">healthcare advocates</a> who can support partners who may not be eligible for Starbucks health insurance, as well as our <a href="https://departments.starbucks.com/sites/partnerfamilysupport/en-us/Pages/Employee-Assistance-Program-(U.S.).aspx">Employee Assistance Program</a> (EAP) for free mental health counseling for all partners and their families and household members. And remember – your field leaders, support partners and the PRSC (888-SBUX-411) – we are all here to help.&nbsp;

These are truly uncharted times and we’re learning right alongside you as we navigate COVID-19 together. I am proud of the swift decisions we are making – and you have my word and that of every leader that we will always do what’s best for you and your families, informed by science and facts. We continue to be inspired by our partners in China, who have been through this very situation and continue to find ways to serve their communities safely and appropriately, and are now starting to go back to regular operations across the country. So, as the situation here in the U.S. continues to evolve, we may make some more changes, but through it all, we will do what we do best: leading through the lens of our Mission and Values. I know we will emerge even stronger, because when we get through this, our customers will need that sense of community and belonging again, and our Third Place will be more necessary than ever before.

THANK YOU for everything you are doing to take care of each other and lead with kindness. I am so proud to be your partner. 

Navigating COVID-19: Update on changes to our stores as we care for partners, customers - Starbucks Stories

Navigating COVID-19: Update on changes to our stores as we care for partners, customers

A letter to Starbucks partners from Rossann Williams, evp and president of U.S. company-operated business and Canada, details changes being made to stores.

https://stories.starbucks.com/press/2020/navigating-covid-19-update-on-changes-to-our-stores-as-we-care-for-partners-customers/

A letter to Starbucks Customers and Starbucks Rewards Members from Kevin Johnson, Starbucks ceo and president

The world is grappling with an issue of enormous scale and human impact, and our hearts go out to all who have been affected by the outbreak of coronavirus (COVID-19).&nbsp; 

At Starbucks, we believe it is our role and responsibility during this time to prioritize two things: the health and well-being of our customers and partners while also playing a constructive role in supporting local health officials and government leaders as they work to contain the virus. Through that lens, we will continue to make decisions with vigilance and courage informed by the latest science-based information and guided by Our Mission and Values. 

I wanted to personally reach out to you and provide an update on the actions that Starbucks is taking to help prevent the spread of the virus and support the health and well-being of our customers, our partners (employees) and our communities.

You may be aware that over the last few weeks we have taken a series of <a href="https://stories.starbucks.com/stories/2020/managing-courageously-through-the-dynamics-of-covid-19/">precautionary steps</a> in response to this developing public health impact, including increased cleaning and sanitizing procedures for our stores. We have also prepared our stores to respond quickly to any emerging situation, leveraging the considerable insights we’ve gained from <a href="https://stories.starbucks.com/stories/2020/one-global-companys-bold-steps-to-navigate-covid-19-in-china-and-the-lessons-learned/">our experience in China</a>, where we continue to see encouraging signs of recovery with over 90% of stores reopened.&nbsp;

We appreciate your understanding that, as a customer, your Starbucks Experience may look different as we navigate through this time together. While we are currently maintaining regular operations across the U.S. and Canada, our stores are prepared to modify operations with options that still allow us to serve you your favorite beverage and food. This means that as we navigate this dynamic situation community-by-community and store-by-store, we may adapt the store experience by limiting seating to improve social distancing, enable mobile order-only scenarios for pickup via the <a href="https://www.starbucks.com/coffeehouse/mobile-apps?_branch_match_id=692023235128839951">Starbucks App</a> or <a href="https://delivery.starbucks.com/">delivery via Uber Eats</a>, or in some cases only the Drive Thru will be open.&nbsp; As a last resort, we will close a store if we feel it is in the best interest of our customers and partners, or if we are directed to do so by government authorities. In any such situation, we expect store disruption to be temporary.&nbsp;

I want to also thank you for supporting our Starbucks partners who proudly wear the green apron.&nbsp; We have a long-standing history of caring for our partners, recognizing they are the heartbeat of Starbucks. That is why, as we navigate this dynamic situation, in addition to our sick leave benefit and mental health offerings, we are also expanding <a href="https://stories.starbucks.com/stories/2020/letter-to-partners-caring-for-starbucks-partners-during-covid-19/">catastrophe pay</a> so that partners do not need to feel like they need to choose between their health and their work.

Thank you for being a loyal customer. It is our intent to remain transparent, providing the latest information from Starbucks <a href="https://stories.starbucks.com/stories/2020/navigating-through-covid-19/">here</a>.

Starbucks resilience is owed to our unwavering Mission to inspire and nurture the human spirit - one person, one cup and one neighborhood at a time. &nbsp;

We are privileged to serve you and your community and look forward to seeing you soon. &nbsp;

Letter to customers: Our role and responsibility in navigating COVID-19 - Starbucks Stories

Letter to customers: Our role and responsibility in navigating COVID-19

A letter to Starbucks Customers and Starbucks Rewards Members from Kevin Johnson, Starbucks ceo and president.

https://stories.starbucks.com/press/2020/letter-to-customers-our-role-and-responsibility-in-navigating-covid-19/

Since we first began navigating COVID-19, our goal has been to lead with partner care, transparency and decision-making based on facts and science. Our commitment is to always do what’s best for you, our customers and our communities. I know many of you are watching the news and wondering how this outbreak may impact our communities and our loved ones. I want you to know that your Starbucks family is here for you – today and always – and we want to make sure you are feeling completely supported with truly comprehensive partner care. 

As you all know, we have already activated a set of temporary, precautionary measures in our stores to help limit the spread of COVID-19 and do what’s right for you and our customers. Over the last 10 days, we implemented additional cleaning and sanitizing, with an added labor investment so you don’t have to worry about the extra time it takes to do these tasks. We then moved swiftly to pause the use of personal cups, "for here" serve ware, and sampling. On Monday, we extended that to include cambros, as well as guidance on the use of gloves, how to order extra hand sanitizer, and how to best grind whole bean coffee that our customers bring in. We are taking courageous, proactive actions for you and our stores, informed by the Centers for Disease Control and Prevention (CDC) and other public health and food safety experts. I am so thankful for the teamwork you’ve demonstrated to implement these temporary changes so quickly. 

As we navigate COVID-19 together, what matters most is how we, as a company, care for you. I want you to know that here at Starbucks, you should never have to choose between work and taking care of yourself. You have our full support when it comes to partner care, including access to catastrophe pay, benefits that support your physical and mental health, as well as a network of partners who are all here to help.

The CUP Fund is one more resource available to you. As you know, this fund was started by partners, for partners to use when facing an unexpected financial hardship. Since 1998, the CUP Fund has supported more than 28,000 partners. Every donation counts, so if you would like to help support a fellow partner who might be impacted by COVID-19, Starbucks is matching 50 cents for every dollar you give.

Your mental health is just as important as your physical health, and since last year, we’ve talked about our commitment to ensuring you always have access to quality mental health care and resources. This may be a stressful time for some, and we need to lean on one another. Take this opportunity to check in with your partners and make sure they know about all our comprehensive partner care resources. In addition to the above, we offer an Employee Assistance Program, which offers free counseling support to all partners and their household members; Headspace, which can be a great resource for mindfulness and meditation; and your leaders and the Partner Resources Support Center (PRSC) at 888-SBUX-411, who are standing by ready to help support you and find the solution that works best for your situation. And remember, all of these resources are available for you too, because self-care is just as important during this unpredictable time.

The COVID-19 Working Groups continue to stay close to the CDC and public health authorities. Our protocols, for every possible scenario, as well as the proactive actions we are taking out of an abundance of caution, are all grounded in partner care, facts and science. I know, like me, you’d be very proud and thankful for their work. We are all truly in this together.

We’ve navigated many complex, ever-changing situations in our past, here in the U.S. and around the world, and every single time, we’ve emerged stronger because of our collective strength, resilience and compassion. To me, that is Our Mission and Values at their best – putting our partners, customers and communities first, and doing whatever it takes to support one another.

I am so proud to be your partner. If you need anything at all, just let us know. We are all here to help.

Letter to partners: Caring for Starbucks partners during COVID-19 - Starbucks Stories

Letter to partners: Caring for Starbucks partners during COVID-19

Starbucks partners won’t have to choose between work or taking care of themselves, writes Rossann Williams, evp and president, U.S. company-operated business and Canada.

https://stories.starbucks.com/press/2020/letter-to-partners-caring-for-starbucks-partners-during-covid-19/

Open letter to Starbucks partners from Rossann Williams, evp and president, U.S. company-operated business and Canada

As we continue to navigate COVID-19 together, I want to be sure we continue to be <a href="https://stories.starbucks.com/stories/2020/managing-courageously-through-the-dynamics-of-covid-19/">transparent in our communication</a> and keep you updated on recent developments. We remain committed to leading with partner care, transparency and making our decisions based off facts and science – relying on the experts to support our actions so we are always doing what’s best for you, our customers and communities.

For the last few weeks, we have been closely monitoring and preparing for all the possible scenarios and ensuring we have the right plans and resources in place, defined principally by the expert guidance provided by the Centers for Disease Control and Prevention (CDC) and local public health authorities. As mentioned in previous communications, this includes the cleaning of common areas and ensuring partners are being diligent in executing the cleaning guidelines.&nbsp; 

Late last night, we learned one of our store partners at our 1st &amp; University store in downtown Seattle was diagnosed with COVID-19 and is self-isolating at home for a period of time. We quickly activated our protocols, immediately closing the store and initiating a deep clean overnight, following all recommended guidelines from the City of Seattle and King County public health authorities. These officials have encouraged us to reopen the store after further preventative cleaning, which we have already conducted, staffed by partners who have no known impact from COVID-19. We look forward to welcoming our customers back very soon so we can continue to be their Third Place. 

Because this is our first confirmed case, we felt it was best to reach out and share this update with you all. I wanted you to know that we are taking care of the partner and supporting them with whatever they might need. We checked in again with our partner this morning, and they shared they are feeling well and will continue to focus on rest and recovery. We also recognize that closing a store can cause hardship for some partners, and we’re caring for them in every way possible. Out of respect for the partner, I ask that we all honor their privacy and avoid sharing details publicly in social media. For now, we are all focused on supporting them, doing what is right for all of you, and supporting all field leadership and store partners with whatever they need.

Looking ahead, we will continue to follow our COVID-19 protocols, rooted in partner care and expertise from the CDC. The frequent, additional cleaning and sanitizing procedures already underway in all our stores are fully in line with their guidance. I know the situation with COVID-19 is evolving quickly and we might hear about other impacted partners in our Starbucks community, here and around the country. When we do, we will quickly enact similar measures – closing the store, deep cleaning, and taking care of every partner. The entire leadership team and working group remain fully committed, meeting regularly with the experts, to ensure we do what’s best for you, today and always. In the meantime, we remain committed to honest conversation, taking care of one another, and making decisions with you in mind – always through the lens of Our Mission and Values. 

Letter to partners: Update on COVID-19 preparedness - Starbucks Stories

Letter to partners: Update on COVID-19 preparedness

For the last few weeks, Starbucks has been preparing for the possible scenarios related to COVID-19. Following a confirmed case in a Seattle Starbucks store, those protocols were activated.

https://stories.starbucks.com/press/2020/letter-to-partners-update-on-covid-19-preparedness/

Open letter to all stakeholders from Rossann Williams, evp and president, U.S. company-operated business and Canada

As a global company, we’ve been closely monitoring the dynamic situation of COVID-19, along with the rest of the world. 

First and foremost, the health and well-being of our partners and customers remains top of mind and our highest priority, and we will continue to act thoughtfully and courageously despite the disruption and uncertainty COVID-19 brings to our daily lives. As part of communities worldwide, we are navigating this situation with nimbleness, learning and adapting as new information is made available.

Our focus remains on two key priorities: Caring for the health and well-being of our partners and customers and playing a constructive role in supporting local health officials and government leaders as they work to contain the virus. [<a href="https://www.cdc.gov/coronavirus/2019-ncov/index.html">CDC Link</a>]

Although the situation remains fluid, our U.S. and international markets have gleaned learnings from our leadership team and partners in China who were first faced with this epidemic. As North America began experiencing heightened concerns, we quickly initiated a regular cadence of communications with our store partners to ensure they have the support they need. We’ve already taken a series of precautionary steps in response to this emerging public health impact: 