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Trying!

  • On April 18, 2018

Over the years, many people have asked me about my experience at Starbucks, and I always say it’s the best company I have ever worked for.  I take great pride in my connection to Starbucks, which is a caring and humane company that puts positive social change ahead of profit. I stand by these statements and in my belief that Starbucks always strives to do the right thing.

From personal experience, I’d like to add that when Starbucks or partners (employees) make mistakes, immediate action is taken to try to correct them.

These are trying times, which brings us to the incident in a Philadelphia Starbucks store. Two Black men, peacefully waiting for a friend, were arrested by police for trespassing following a call from the store manager, who is no longer with the company.  Since this happened, my friends and family have blown up my phone, inbox and text messages asking questions and voicing opinions.

In case they haven’t been following the story closely, I tell them that Starbucks recognized the horrible “wrong” in the situation and took swift action to try to make it “right.” Several members of the Starbucks executive leadership team flew from Seattle to Philadelphia to address the issue and have done the following so far:

  • Kevin Johnson, Starbucks ceo, publicly apologized for the incident, which was documented in several news reports;
  • Kevin met with the two men on Monday and personally apologized in a private meeting;
  • Kevin also met with Philadelphia’s mayor and police commissioner;
  • Starbucks will close all 8,000 company-owned stores on May 29 to conduct racial-bias education for nearly 175,000 U.S. partners; and
  • To show the company’s seriousness about addressing this matter, it has engaged national and local voices in this space including Bryan Stevenson, founder and executive director of the Equal Justice Initiative; Sherrilyn Ifill, president and director-counsel of the NAACP Legal Defense and Education Fund; Heather McGhee, president of Demos; former U.S. Attorney General Eric Holder; and Jonathan Greenblatt, ceo of the Anti-Defamation League.

Personally, I regret that the incident occurred, especially since I know that this behavior is not tolerated by the company.  I applaud Starbucks leadership for having the moral courage to say, “We’re sorry.” Starbucks has always tried to make sure that everyone feels safe and welcome at their stores. Their response demonstrates that going forward the company will try even harder.

Howard Schultz, Starbucks executive chairman, my former boss and friend, taught me that a company should contribute positively to our communities and our environment. I know that Starbucks always tries to give back to the communities in which it does business.  I also know that when mistakes are made, the company will do everything in its power to correct them as quickly as possible.

 17

17 Comments

LYNN
  • Apr 18 2018
  • Reply
Great response, Wanda. This is such a sad thing that this happened.
Vera Perry
  • Apr 18 2018
  • Reply
Good job Wanda. I hope this gets cleared up. Extra training is truly needed.
Lynda Greene
  • Apr 18 2018
  • Reply
Wanda...this was a sad situation and it’s unfortunate this kind of thing happens every day to people of color.
Deidra Wager
  • Apr 18 2018
  • Reply
Great post Wanda. I am sure the Starbucks team appreciates your support!
Carla
  • Apr 18 2018
  • Reply
I couldn't wait to read your post about this incident. I really appreciate your insight and perspective Wanda. Great post!
    Wanda Herndon
    • Apr 18 2018
    • Reply
    Carla---Thanks a million and please feel free to share. w
    Wanda Herndon
    • Apr 18 2018
    • Reply
    Carla--- Thanks for your comment, which means a lot to me. Please feel free to share. Best, w
Bernadine Griffin
  • Apr 18 2018
  • Reply
Thank you. I have been wanting to talk to you about this. I agree that Starbucks is taking the right steps.
Christine Day
  • Apr 18 2018
  • Reply
It is when values are tested we prove our commitment. Starbucks continues to prove they are committed to their Mission Statement and guiding principles which embracing diversity is a part of. These guiding principles are built into their training and operating practices and most importantly into their leadership development programs. The principles have always been more important than profit to the leaders of Starbucks. There is no company more committed or prepared to be a part of the solution of addressing unconscious bias. Like all the challenges Starbucks has faced that call upon them to lead, they will rise up and seek real solutions. They will listen to their customers and communities, amplify the voices, have real conversations and take action to make a difference. The action of closing the stores is a stand for their commitment to being part of the solution. It is calling all their leaders and partners to reflect on what happened and how they can do better. It is the moment that change begins. It is only part of the way forward - but taking a stand is what changes the world. Starbucks could have closed the stores when protesting began. Instead they kept them open to allow the community to express their concerns, anger, and to call for action. They said, “we are sorry and can and will do better.” The best part of Starbucks is all the bright young people who are given a real example of how to build a profitable business with purpose and principles. When purpose is what matters the most, and they see leaders stand for it over and over in the face of obstacles and challenges, they form a deep commitment that lives beyond Starbucks. This is the real magic of Starbucks and why it has outperformed for over 40 years. While the commitment starts at the top, the ability to develop leaders not just managers is what sets Starbucks apart. These leaders are the ones who will make a difference store by store, partner by partner, customer by customer and community by community. It is not about training - it is about leading.
    Wanda Herndon
    • Apr 18 2018
    • Reply
    Christine--- Thanks for your thoughtful response. Did you post this on your FB page? w
Sandy Lew-Hailer
  • Apr 18 2018
  • Reply
I thought immediately about filling your inbox! And then I thought again and knew you would post. Thanks for this post. I felt strongly that this was the aggressive fear/privilege of the employee in play~ it could and does happen everywhere. It shines a light on how much we have to understand, acknowledge, and change. I think the response of Starbucks is the place to start ~ in this national way. It is an example of corporate "stand up" ! Thanks Wanda! I know we will have much to discuss when next we meet!
Monica Nixon
  • Apr 19 2018
  • Reply
That was clearly an individual person's ignorant response. It's good that manager is no longer with the company, and I applaud Starbucks for their swift and decisive responses(s) to the situation. Closing stores is a very significant and honorable move, to me. I'm not even a coffee drinker, but I LOVE Starbucks. Their reaction definitely would make me determine whether or not to continue spending my time AND my money in their stores.
Bessie Davis
  • Apr 19 2018
  • Reply
Wanda, I thought about you immediately and wondered what your response was but I have known you a long time and did not believe you would have worked so long at the company that would be insensitive as the manager of the Starbucks in Philly. I admit I was one of those who emailed you and then I thought "maybe she blogged about it." :) Reading is fundamental. You know I thought that this story reminded me that all people who work in a company or an industry are not representative of the whole group. Kinda like being an MSU grad at this time. There are bad apples in many places including the work place. As an employer you can only acknowledge the wrong and and take steps to make sure it doesn't happen again. Starbucks has done more than our government has done in making sure the police don't continue to abuse black people....but that is another story. Thanks for setting the record straight.
Christine Day
  • Apr 19 2018
  • Reply
Wanda, I just shared what you wrote as you did it so well.
Phyllis Turner-Brim
  • Apr 20 2018
  • Reply
Well said!
Adrienne Caver-Hall
  • Apr 20 2018
  • Reply
Thank You Wanda. I really appreciate your insight about this situation. I never once thought that this was something that Starbucks would condone and knew that the employee was acting out of ignorance and their own personal bias. I hope the training will be insightful for all.
Judie Sanders
  • May 1 2018
  • Reply
I love Starbucks. I hate it when they get beat up on, like the stupid criticism about the cups they used during the holidays ...... I feel so badly for Starbucks that one bad employee caused the company all this grief. I don't think this would have happened in Seattle. Isn't this more of a Philly problem? My guess is those guys were politely waiting for their friend to show up before they ordered. Gosh, we do that all the time! Folks sit in Starbucks all the time....the culture in Seattle doesn't require a purchase to sit there; but, I don't think the Starbucks culture prevails in many cities outside of Seattle. Remind me to tell you about my experience trying to use a StarBUCKs coupon (remember those?) at the first Starbucks to open in Detroit ~ it is one for the record books, let me tell you. Anyway, I love your insightful and thoughtful post. I hate that this happened to those young men and that this would ever happen to anyone ~ but, the blame and protests should be directed at that one bad employee and the racist attitudes that prevail in Philly and not our beloved Starbucks that goes above and beyond helping minorities, veterans and immigrants.

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