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Howard Schultz

Starbucks CEO urges staff to be more ‘sensitive’ to anxious customers

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The CEO of Starbucks has advised his employees to be especially nice to customers because of the stress they may be encountering over the plunging stock market.

An article published by Fusion reported that in an email sent to staff, Howard Schultz said that the recent instability of the financial market might influence “customers’ attitudes and behaviour”.

“Our customers are likely to experience an increased level of anxiety and concern. Please recognise this and – as you always have – remember that our success is not an entitlement, but something we need to earn, every day,” Schultz wrote.

“Let’s be very sensitive to the pressures our customers may be feeling, and do everything we can to individually and collectively exceed their expectations.”

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Titled “Message from Howard: Leading Through Turbulent Times”, the email was sent out to 190,000 employees, whom Schultz refers to as “partners”.

The coffee giant’s billionaire chairman and chief executive assured his staff that the company will handle the current challenging environment, and applauded them for their potential.

“The experience we deliver in our stores, the strength and equity of our brand, and the primary reason for our current and future success is because of all of YOU. I believe in you and have never been prouder to be your partner.”

Schultz has, in fact, made a reputation for himself as an efficient and popular CEO, continously launching initiatives to improve morale of his staff.

Last year, Starbucks announced its partnership with Arizona State University (ASU), and revealed its plans to provide tuition reimbursement and financial aid to US employees who enroll in the school’s online bachelor’s degree programme.

Through this collaboration, Starbucks employees working an average of 20 hours per week at any company-operated store in the United States may choose from more than 40 undergraduate degree programmes taught by ASU’s faculty.

“Our company has weathered many different types of storms. But our brand has never been stronger or more relevant,” Schultz added in the stock market crash email.

“I can assure you that we will continue to lead and manage the company through the lens of humanity, doing everything we possibly can to continue to make your families proud of our company and all we stand for. You have my word on this.”

Image: Starbucks Newsroom

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