In a letter to Starbucks partners from Rossann Williams, executive vice president, president North America shares a commitment to fairness and equity for partners, for growing and learning together and standing together as one Starbucks.

core/paragraph

Let me start by saying Starbucks was founded on relationships. Our strength is our relationships between all of us as partners, with our customers and with the communities we serve. And at the heart of that, the very best of Starbucks, will always be YOU. Because everything we love most about Starbucks is thanks to partners who work directly together with care, partnership and respect.

From the beginning, we’ve been clear in our belief that we do not want a union between us as partners, and that conviction has not changed. However, we have also said that we respect the legal process. This means&nbsp;we will bargain in&nbsp;good faith with&nbsp;the union&nbsp;that represents partners&nbsp;in the one Buffalo store that voted in favor of union representation. Our hope is that union representatives also come to the table with mutual&nbsp;good faith, respect and positive intent.

Our commitment to each of you is that we will always stay true to our Mission and Values. We stand for fairness and equity for our partners. We stand for growing and learning together. We stand for the Starbucks Experience, and building a company together where partners and the business can thrive and share success. And, most importantly, we always stand together as one Starbucks. Always.

We want every partner to love working at Starbucks. I hear from so many of you who love our culture and are proud of what we’re building and stand for together. We bring warmth and belonging to one another, creating a sense of family, and we share this with our customers, creating a sense of community. Again, these relationships are what make us so special.

If we sometimes fall short, we want to continue to hear from you. That way we can work together to make the improvements necessary to provide you the very best partner experience we can.

Thank you again for all that you do. From my family to yours, we wish all of you and those you love a safe, healthy and happy holiday season! 

Letter to Starbucks partners: Our path forward after Buffalo union vote - Starbucks Stories

Stories to inspire and nurture the human spirit

Starbucks Stories

https://stories.starbucks.com/uploads/2019/01/Photo_TBD-320x411_1-1.jpg

Starbucks Corporation

Letter to Starbucks partners: Our path forward after Buffalo union vote

Rossann Williams, evp, president North America shares a commitment to fairness and equity for partners, for growing and learning together and standing together as one Starbucks.

https://stories.starbucks.com/uploads/2021/06/SBX20210615-SbuxLogo-FeatureHorizontal.jpg

https://stories.starbucks.com/press/2021/letter-to-starbucks-partners-our-path-forward-after-buffalo-union-vote/

twitter:card

twitter:description

https://stories.starbucks.com/uploads/2021/06/SBX20210615-SbuxLogo-FeatureHorizontal-1024x498.jpg

twitter:image

twitter:title

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

What I’ve learned and love so deeply about us is that we are built on human connection. Our strength comes from our relationships and how we show up for each other. Partners listen and hear each other, bear witness to what’s happening in each others’ lives, support each other, celebrate successes, figure out challenges together, and discuss ideas that make us all better. It’s incredibly special. Everything we do best and love most about Starbucks is thanks to partners working together and supporting one another. I want to thank you for everything you do each and every day to bring the very best of Starbucks to life. I am proud to be on this journey together.

For the last three months in Buffalo, we’ve been working hard on creating the very best Starbucks partner experience. And we’ve been learning a lot about unions and hearing talk of “corporate versus partners.” What I know is that we are all partners and we, all of us, ARE Starbucks. Every day I work alongside the most incredibly talented partners. We will keep listening, we will keep connecting and we will keep being in service of one another because that’s what we’ve always done and what it means to be partner.

Partners in three Buffalo stores voted on union representation and the ballots were counted today. We had a split vote: one store voted to keep working directly together, one store voted to be represented by a union, and the third store doesn’t have a final result because some unopened “challenged” ballots can determine the tally. It may be some time before we know if or when those ballots can be opened and counted.&nbsp;

So what happens from here? Put simply, we continue on as we did today, yesterday and the day before that. These are preliminary results with no immediate changes to our partner relationship as the NLRB process continues.

Most important, the vote outcomes will not change our shared purpose or how we will show up for each other. We want to protect partner flexibility, transferability and benefits across all stores in a market or a district because we know that’s important to partners. This is why we strongly believe that every partner in a district or market should have the opportunity to vote on such an important decision.

Starbucks is one of the most respected and admired companies in the world, built by partners in service of partners, customers and neighborhoods all across the country. I am so proud to be your partner and to continue moving forward stronger, together.

We want every partner to love working at Starbucks. We will keep finding new and better ways to continue leading on wages and benefits, improve our listening and active partnership, and keep building a company that matters. Because we are partners.

Buffalo union vote results and what matters most - Starbucks Stories

Buffalo union vote results and what matters most

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

https://stories.starbucks.com/uploads/2019/01/Starbucks_logo_low_res-1.jpg

https://stories.starbucks.com/press/2021/buffalo-union-vote-results-and-what-matters-most/

https://stories.starbucks.com/uploads/2019/01/Starbucks_logo_low_res-1-1024x635.jpg

core/list

Starbucks Coffee Company (NASDAQ: SBUX) today announced a wave of investments for its partners (employees), building on its 50-year history and tradition of listening and learning, while investing its success back into its people. Announcements of both operational and wage investments for U.S. partners and company-operated stores are designed to retain and recruit the best people and affirm Starbucks as one of the very best jobs in retail – a reflection of the company’s unwavering belief that success is best when it’s shared.

“As Starbucks celebrates our 50th anniversary we are reminded that our heritage is based on the simple concept that our green apron partners are the heartbeat of Starbucks and that success is best when it’s shared,” said Kevin Johnson, Starbucks president and chief executive officer. “Today, we are announcing another historic investment in our partners, knowing that when we take care of our partners, they take care of our customers, and all stakeholders benefit. This is how we continue to build a great and enduring company. One that is committed to the ideal that doing good for one another – and for society – is good for business over the long-term.”

In a letter to all U.S. partners, Rossann Williams, Starbucks executive vice president, president North America, emphasized the company’s continued commitment to listen, learn together, and deliver real, measurable value to partners, customers and shareholders. The investments the company will be making will enhance wage, training and in-store experiences, nationwide.

“Our&nbsp;founder&nbsp;Howard Schultz&nbsp;believed in&nbsp;the&nbsp;dignity of the&nbsp;human experience,&nbsp;in&nbsp;building a successful company,&nbsp;and&nbsp;that our success should always be shared,” said Williams. “These new investments show the continued commitment we all have to creating the best opportunities and experience for our partners.”

With innovative benefits for part-time employees, including health care, equity ownership for all levels in the organization, free college tuition through the Starbucks College Achievement Plan with Arizona State University and Mental Health support through a partnership with Lyra, Starbucks has been on the forefront of investing in its people since the opening of the original store in the Pike Place Market in Seattle in 1971. The introduction of these latest investments builds on unprecedented partner investments uniquely designed to <a href="https://stories.starbucks.com/press/2020/what-customers-need-to-know-about-starbucks-response-to-covid-19/">support partners during</a> the COVID-19 pandemic.

core/separator

Forward-Looking Statements&nbsp;

Certain statements contained herein and in our investor conference call related to these results are “forward-looking” statements within the meaning of the applicable securities laws and regulations.&nbsp; Generally, these statements can be identified by the use of words such as “anticipate,” “believe,” “continue,” “could,” “estimate,” “expect,” “forecast,” “intend,” “may,” “outlook,” “plan,” “potential,” “predict,” “project,” “remain,” “should,” “will,” “would,” and similar expressions intended to identify forward-looking statements, although not all forward-looking statements contain these identifying words.&nbsp; These statements include statements relating to: our accelerated labor investments; our business outlook, projections and guidance; operations and financial results; our sustainability goals and initiatives; the recovery of our business; and our ability to drive long-term growth. These forward-looking statements do not represent historical data, are based on currently available operating, financial and competitive information and are subject to a number of significant risks and uncertainties.&nbsp; Actual future results and trends may differ materially depending on a variety of factors, including, but not limited to: the actual impact of our accelerated labor investments on our operations and financial results; further spread of COVID-19 and its variants; regulatory measures or voluntary actions that may be put in place to limit the spread of COVID-19, including vaccine mandates and restrictions on business operations or social distancing requirements and the duration and efficacy of such restrictions and the world-wide distribution and acceptance of vaccines; the potential for a resurgence of COVID-19 infections in a given geographic region after it has hit its “peak”; fluctuations in U.S. and international economies and currencies; our ability to preserve, grow and leverage our brands; the ability of our business partners and third-party providers to fulfill their responsibilities and commitments; potential negative effects of incidents involving food or beverage-borne illnesses, tampering, adulteration, contamination or mislabeling; potential negative effects of material breaches of our information technology systems to the extent we experience a material breach; material failures of our information technology systems; costs associated with, and the successful execution of, the company’s initiatives and plans, including the successful expansion of our Global Coffee Alliance with Nestlé; our ability to obtain financing on acceptable terms; the acceptance of the company’s products by our customers, evolving consumer preferences and tastes and the availability of consumer financing; changes in the availability and cost of labor; significant increased logistic costs, including but not limited to inflationary pressures; the impact of competition; inherent risks of operating a global business; the prices and availability of coffee, dairy and other raw materials; the effect of legal proceedings; and the effects of changes in tax laws and related guidance and regulations that may be implemented and other risks detailed in the company filings with the Securities and Exchange Commission, including the “Risk Factors” sections of Starbucks Annual Report on Form 10-K for the fiscal year ended September 27, 2020 and Quarterly Report on Form 10-Q for the fiscal quarter ended June 27, 2021.&nbsp; The company assumes no obligation to update any of these forward-looking statements.

Starbucks Makes Historic Investments in its Partners, Building on Long-Time Belief that Success is Best When Shared - Starbucks Stories

Starbucks Makes Historic Investments in its Partners, Building on Long-Time Belief that Success is Best When Shared

Starbucks today announced a wave of investments for its partners, building on its 50-year history and tradition of listening and learning, while investing its success back into its people.

https://stories.starbucks.com/uploads/2021/10/SBX20211026-Partner-Experience-FeatureHorizontal-1.jpg

Starbucks Makes Historic Investments in its Partners (Employees)

https://stories.starbucks.com/press/2021/starbucks-makes-historic-investments-in-its-partners/

https://stories.starbucks.com/uploads/2021/10/SBX20211026-Partner-Experience-FeatureHorizontal-1-1024x498.jpg

A letter to Starbucks partners (employees) from Rossann Williams, evp, president North America: More investments for store partners in pay, labor, training, equipment and technology

I was so proud to join Starbucks 17 years ago, because I was joining a different kind of company whose values matched mine. A purpose-driven company with deep respect, care and love for its employees (who we embrace as partners), its customers and communities. Our founder Howard Schultz believed in the dignity of the human experience, in building a successful company, and that our success should always be shared. And under Kevin’s leadership, we all remain committed to this today. This has always been us, and it will always be what we do. Partners always work together to understand the challenges and opportunities of the day. We always reimagine and trailblaze some of the most amazing benefits and services of any retail company in the country – from providing health care to part time as well as full time partners, to annual stock grants for every partner, to 100% college tuition coverage, mental health support and even free Spotify. &nbsp;We always challenge ourselves: what’s needed now, what more can we do, and what are our biggest dreams? And we always start with our partner experience first. Always.

I am proud of how we continue to work together to protect our business and support our partners through the most challenging 18+ months of our lives in this ongoing pandemic. When others were closing stores and laying off people, we doubled down with COVID-19 pay and benefits AND we made a record investment in partner wages and experience. And today, based on what we’ve seen and heard across the country, we’re announcing yet again one of the biggest partner investments in our history! I am forever proud and grateful to be your partner and I’m pleased to share the investments we’re making in our partner experience this fiscal year across the country:

We want to thank and reward partners who have been with us the longest. You have helped build this company and supported us over two of the most challenging years. In late January, most baristas and shift supervisors across the country with two or more years of service will get up to a 5% raise, and most hourly partners with five or more years will get up to a 10% raise. This is in keeping with our long history of investing in our partners.

In December 2020 we announced that we would raise our minimum wage to $15/hour nationally and in Summer 2022 we will have achieved that goal. This will of course support current partners, and importantly it will also reinforce Starbucks as an employer of choice for future partners as we enhance recruitment efforts in the challenging labor market that we – like other retailers – face.&nbsp; And when we make this increase to $15/hour in markets that are not already at that level, we will ensure partners with two or more years of service are paid above their market start rate. This means baristas will make between $15 and $23/hour based on market and tenure, and we will maintain a 27% difference between Barista and SSV start rates. And we continue to offer career development opportunities like the barista trainer program and promotions to grow earning potential.

Our wage increases from Dec. 2020 to the Summer of 2022 will mean at least a 17% increase for partners, and at least 20% for tenured partners, in two years. I share all this only to reaffirm our belief that investing in our partners is not a cost, it’s an opportunity – and we intend to let our shareholders and peers know the same.&nbsp;

We’re adding hourly recruiting specialists in the regions, extending the $200 referral bonuses, and redesigning Barista Basics with added training time as well as plans to add funded practice shifts for new hires. The positive responses we’re getting from partners around the country tells us we’re on the right track – thank you! In addition, we are learning from the 40 stores we temporarily repurposed for training needs in markets around the country and will continue to build on this work.

We’re making more cold beverages than ever before so last month, we launched a major update to our labor model to reflect the demand, the time it takes to make these customized drinks, and the prep (from cold brew prep to nitro kegging). What that means is a more accurate forecast you can trust, and a better staffed shift. To better ensure staffing on a day-to-day basis, we’re also testing solutions like an app to help partners communicate and make sure there is coverage for all available shifts, which should reduce the impact of call outs. Our labor team, made up of the best data analysts and former store partners, and our Store Manager Council, is shaping this work.

Wages and benefits are important, and so is the day-to-day experience of your work and your store environment. So we’re moving fast to get Mastrena IIs, our new Cold Brewers and MerryChef ovens in every store, MacBooks to ASMs and SMTs by December, and rolling out more Handheld Order Points, Playbuilder, My Daily upgrades and Automated Ordering (which is saving stores 25 minutes a day!). We’re testing Cold Beverage Station redesigns now in Tryer and will begin testing in stores in January to make it easier to handcraft drinks and connect with customers. Behind the scenes, we’re also testing ingredient dispensers and sustainable water dispensers, thanks to your ideas.

Every decision and every investment we make is in partnership with you. We are listening and learning in every market where we operate – in partner roundtables, open forums, Workplace, Partner Hub, Partner Experience Surveys and through 1:1s with you and your leaders. Our goal is to create the best, and safest partner experience for you. This is why we continue to offer competitive pay, flexible hours, borrowed shifts, paid sick leave, paid vacation, paid family leave, free college, healthcare, stock, 401k plans, childcare, Lyra mental health benefits, transgender benefits, vaccine benefits, Spotify, Headspace, partner networks and more. We want you to know about and use everything Starbucks has to offer to pursue your biggest dreams – whether it’s with us, or beyond!

Your partner experience is our top priority. And the only thing that makes me prouder than investing in you, is what we stand for together. We inspire and nurture the human spirit. We have the opportunity every day to create a different kind of company whose DNA is human connection. One Best Moment at a time, one conversation at a time, one community service event at a time, one smile at a time. The world has never needed inspiration and nurturing more than it does now.

Thank you for all you do, and how much it matters to your fellow partners, your customers, and your communities. It is my greatest honor to be in service of you and our Mission.

A letter to Starbucks partners from Rossann Williams, evp, president North America: More investments for store partners in pay, labor, training, equipment and technology.

Message from Rossann Williams: Investing Our Success in You

https://stories.starbucks.com/uploads/2021/02/SBX20200217-ETP-CoffeeCraft_CustomerExperience-FeatureHorizontal.jpg

https://stories.starbucks.com/press/2021/message-from-rossann-williams-investing-our-success-in-you/

A letter to Starbucks partners (employees) from Rossann Williams, evp, president North America: More investments for store partners in pay, labor, training, equipment and technology.

https://stories.starbucks.com/uploads/2021/02/SBX20200217-ETP-CoffeeCraft_CustomerExperience-FeatureHorizontal-1024x498.jpg

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

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.&nbsp;

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.&nbsp;

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.&nbsp;

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. &nbsp;

I want to be clear that our actions in Buffalo are not about whether we are pro-union or anti-union. &nbsp;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.&nbsp;

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.&nbsp;

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.&nbsp;

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.

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

Working Directly Together as Partners, We Can Build a Different Kind of Company

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

https://stories.starbucks.com/uploads/2019/01/SBUX_LOGO_SEC-1-1024x613.jpg

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

When we began navigating the COVID-19 crisis together, we made a commitment to you to do everything we can to care for your health, safety and well-being. This focus allowed us all to take timely, proactive steps, including closing our cafes and expanding our safety protocols to exceed national and local health guidance whenever possible. As the crisis began to peak, forcing more than 38 million Americans out of work, we stood strong, together, and built the most comprehensive set of temporary COVID-19 benefits to support our partners, including Service Pay to recognize your hard work and efforts as we modified operations, Catastrophe Pay for you to take care of yourself and your family, as well as expanded mental health, childcare, food and beverage benefits. Most importantly, with Our Mission and Values at our core, we showed up for each other and our communities with courage, strength and resilience to do what we do best: inspire and nurture the human spirit – one person, one cup and one neighborhood at a time.&nbsp;

Our intent is to keep partners safe and employed as we rebuild our business, safely and responsibly. I am especially grateful for all the partners – in our stores, and our support centers – who continue to work around the clock to reimagine what’s possible as we modify stores and adapt to new ways of operating. Yet, even as we re-open more than 85% of our stores here in the U.S., and know from our experience in China, we are not immune to the widespread economic impacts of COVID-19. Customer routines and occasions have changed – for all retailers – and it will take some time to recover. As many of you are already seeing, the need for modified operations and reduced store hours as well as economic impacts and shifted consumer behaviors are unfortunately impacting our partner hours.

I know that many of you have been having open and honest conversations with your managers since early May about your individual needs and expectations. Your feedback has been critical as we consider how to best support partners who are not getting the hours they need, including implementing a new&nbsp;COVID-19 Leave of Absence&nbsp;policy for partners who prefer to take an unpaid leave through Sept. 30 and accrue up to 20 hours per week toward benefits eligibility. On this leave, partners will be able to keep their existing benefits like Lyra, Headspace, Spotify, Care@Work, the Starbucks College Achievement Plan (SCAP), and our food/beverage benefits, and explore any COVID-19 federal and state unemployment compensation they may be eligible for, such as $600 per week of unemployment assistance under the CARES Act. In addition, Starbucks will pay your health care premiums in full while on leave, if you are currently enrolled in one of our plans.

Thousands of partners are already taking advantage of our 30-day Personal Leave of Absence policy and we want to help make sure partners can now make use of the COVID-19 Leave of Absence if they do not have enough hours available to them during this economic crisis. I know that&nbsp;every partner’s situation is deeply personal, and each store’s business needs look quite different.&nbsp;For instance, some partners may prefer to continue working in a store, even though we anticipate that there will initially be a reduced number of hours to offer partners as we rebuild the business. Other partners may prefer to take an unpaid COVID-19 Leave of Absence so they can leverage unemployment compensation and feel supported with their current healthcare plan and benefits, while taking the time to stay home or care for a loved one. I know some partners who are facing reduced hours may prefer to take this opportunity to pursue a different path outside Starbucks, and we are considering how to best support and care for these partners as well.

I know you will all have lots of questions for us, and please know that&nbsp;we will get you all of the information and details, with complete transparency, next week, so you have the support needed to fully understand the different options, based on your store’s needs as well as your personal preferences. This week, we are supporting your district managers in assessing what their stores need, given the economic impacts of COVID-19. Following that, next week, we will connect with your store managers, so they have all the details about our partner care options, including the COVID-19 Leave of Absence. Your store managers will then connect with each of you personally to understand your needs, expectations, and preferences, so we can do what’s best for each store and support you.

As I’ve said before, this is truly our&nbsp;defining moment&nbsp;– and it rings more true each day. Whether you are in the store, field or support center, we all have a responsibility to do everything we can to safely get our stores back in business so we can protect as many partner hours as possible. This is our time to come together and drive our best thinking on how we are going to create Best Moments for our customers, adapt to their new routines, and continue to be that beacon of hope in our communities.

As we do this, you have our word – and my personal commitment – that we will always keep partner care front and center, especially as we continue to weather the economic crisis ahead. Because we trust in you. We believe in you. And in my heart, I know that we will emerge from this stronger, more resilient than ever before.

A letter to partners: Partner care as we rebuild from COVID-19 - Starbucks Stories

A letter to partners: Partner care as we rebuild from COVID-19

Starbucks is implementing a new COVID-19 Leave of Absence policy for partners who prefer to take an unpaid leave through Sept. 30.

https://stories.starbucks.com/uploads/2019/01/Spring_Logo-2018.jpg

https://stories.starbucks.com/press/2020/a-letter-to-partners-partner-care-as-we-rebuild-from-covid-19/

https://stories.starbucks.com/uploads/2019/01/Spring_Logo-2018-1024x659.jpg

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.

https://stories.starbucks.com/uploads/2019/01/Spring_logo_low-res.jpg

https://stories.starbucks.com/press/2020/a-letter-to-partners-comprehensive-partner-care-as-we-adapt-to-covid-19/

https://stories.starbucks.com/uploads/2019/01/Spring_logo_low-res-1024x595.jpg

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.

https://stories.starbucks.com/uploads/2020/04/SBX20200401-RossannLetter-Meta.jpg

https://stories.starbucks.com/press/2020/our-continued-support-of-u-s-partners-during-covid-19/

https://stories.starbucks.com/uploads/2020/04/SBX20200401-RossannLetter-Meta-1024x498.jpg

Updated September 15, 2020

A cup of coffee is much more than a daily routine. Perhaps now more than ever, it represents a bright spot in the day and a link to the familiar.

As Starbucks <a href="https://stories.starbucks.com/stories/2020/navigating-through-covid-19/">responds to the impacts of coronavirus (COVID-19)</a>, the company is welcoming customers back to stores with modified store operations and pausing on seating in cafés to help create social distance. Service offerings vary by store, including drive-thru, grab-and-go café service, and order-ahead entryway pickup. Delivery continues to be another option through <a href="https://delivery.starbucks.com/">Starbucks Delivers</a> in markets across the United States and Canada through the Uber Eats app.

The <a href="https://www.starbucks.com/coffeehouse/mobile-apps">Starbucks app</a> is accessible, and the easiest place to find a store, check hours, order ahead and have contactless payment. Here’s your guide to getting your favorite Starbucks beverages and food digitally.

It’s easy to customize your favorite Starbucks order from your phone using the <a href="https://www.starbucks.com/coffeehouse/mobile-apps">Starbucks app</a>, and then pick it up from a barista at your store’s designated area. Here’s how to do it:

core/heading

core/media-text

Step-by-step instructions for ordering ahead

core/image

In addition to the order ahead and pay feature, the Starbucks app allows for contactless digital payments in the store. &nbsp;

If ordering in the store, click on the “scan” button then go into the “scan &amp; pay” tab. Choose how you want to pay, then scan to earn Stars and pay seamlessly in one step. In the app you can also add funds to your Starbucks Card or save a credit/debit card or PayPal account.

Additionally, Members can simply scan the QR code on the “Scan only” tab, then pay separately with a credit/debit card, cash, or mobile wallet to earn Stars without preloading or saving a payment method. Customers can also use their contactless credit/debit cards to pay at the register in-stores by simply tapping their card on the payment terminal, eliminating the need to insert their card.&nbsp; Cards that allow for this payment method will have the following logo on the back of the card: 

In many U.S. markets, customers can also use <a href="https://delivery.starbucks.com/">Starbucks Delivers</a> to have their favorite Starbucks food and beverages brought to their door through Uber Eats.

To order, download the <a href="https://apps.apple.com/us/app/uber-eats-order-food-delivery/id1058959277">Uber Eats app for iPhone at the App Store</a> or for <a href="https://play.google.com/store/apps/details?id=com.ubercab.eats&amp;hl=en_US">Android on Google Play</a>, and set up your user profile. Select “Order food” at the bottom of the screen, confirm delivery address, search for “Starbucks,” and select the location closest to you. Nearly all food and beverages from the Starbucks menu, as well as several seasonal items, are available to order and can be customized.

For their delivery, customers can enable a “contactless” handoff by adding a delivery note to the order to request their delivery person leave their order at the door. Once their order is sent, customers can track progress of their order and location of their Uber Eats delivery person until it reaches their door.

Customers with a disability or who may need assistance may place their order in the following ways:

core/embed

A how-to guide for digital ordering at Starbucks - Starbucks Stories

A how-to guide for digital ordering at Starbucks

Your Starbucks store experience may be temporarily changing, but you can get your favorite order “to go” using a number of different options. Here are some easy tips on ordering through the Starbucks app, using delivery and more.

https://stories.starbucks.com/uploads/2020/03/SBX2020315-MOP.jpg

https://stories.starbucks.com/stories/2020/a-how-to-guide-for-digital-ordering-at-starbucks/

https://stories.starbucks.com/uploads/2020/03/SBX2020315-MOP-1024x498.jpg

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/uploads/2019/01/Starbucks_Logo_Hi-res.jpg

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

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/

Rossann Williams

Rossann Williams - Starbucks Stories

Home

https://stories.starbucks.com/tag/rossann-williams/

English

Our aspiration is to be people positive—investing in humanity and the well-being of everyone we connect with, from our partners to coffee farmers to the customers in our stores and beyond.

People

Planet

Coffee is at our heart, inspiring our craft and driving innovation—in our drinks, our food, our stores and new ways we bring the Starbucks experience to you wherever you are.