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

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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). 

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 rel="noreferrer noopener" aria-label=" (opens in a new tab)" href="https://stories.starbucks.ca/en/stories/2020/managing-through-the-dynamics-of-covid-19/" target="_blank">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 our experience in China, where we continue to see encouraging signs of recovery with over 90% of stores reopened.

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 favourite 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 rel="noreferrer noopener" aria-label=" (opens in a new tab)" href="https://www.starbucks.ca/coffeehouse/mobile-apps" target="_blank">Starbucks App</a> or delivery via Uber Eats, 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.

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 <a href="https://stories.starbucks.ca/en/stories/2020/comprehensive-partner-care-during-covid-19/" target="_blank" rel="noreferrer noopener" aria-label="expanding catastrophe pay (opens in a new tab)">expanding 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 <a href="https://stories.starbucks.ca/en/stories/2020/navigating-through-covid-19/" target="_blank" rel="noreferrer noopener" aria-label="latest information from Starbucks here (opens in a new tab)">latest information from Starbucks 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; 

A letter to Starbucks customers from Starbucks ceo Kevin Johnson.

Our Role And Responsibility — Navigating Through COVID-19

Starbucks Canada

Letter to Customers: Our Role And Responsibility in Navigating Through COVID-19

https://stories.starbucks.ca/en-ca/stories/2020/our-role-and-responsibility-navigating-through-covid-19/

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Open letter to all Canadian store partners (employees) from Lori Digulla, president of Starbucks Canada

Over the past three weeks we have found ourselves working and living through a quickly evolving health risk.&nbsp;Although this situation is new to many of us, what isn’t is our strong commitment to take care of each other and our communities both proactively and as individual needs arise. Our guiding principle from the beginning has been to lead with partner care, transparency, decision-making based in facts and science, combined with frequent communication to ensure every partner has the latest information.

Above all else, I want you to know your Starbucks family is here for you. This may not feel imminent for every part of Canada, but if or when it is, I want you to know about, and feel fully supported by, our comprehensive partner care during COVID-19.

We have already activated a set of temporary, precautionary measures in our stores to help limit the spread and do what’s right for you and our customers. Thank you for your leadership and accountability as you embraced and implemented these changes so quickly! Over the last 10 days we:

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Even more importantly, if you or your loved ones are unfortunately impacted more directly, Starbucks is committed to provide comprehensive support for you because you should never have to choose between work and taking care of yourself. Here’s what you need to know:

Our COVID-19 Working Groups will continue to stay close to the Public Health Agency of Canada, food safety experts and other public health authorities as we move through this together. The thoughtful protocols they have developed for every possible scenario are proactive in nature and grounded in partner care, facts and science. I am so very grateful for their incredible knowledge, leadership and dedication.

I can’t thank you enough for supporting the very important work to stop, contain, control, delay and reduce the impact of this virus at every opportunity. And I want you to know that you are fully supported as we work through these ever-changing times.

Please let us know if there is anything you need. We are all here to help.

Open letter to all Canadian store partners (employees) from Lori Digulla, president of Starbucks Canada.

Comprehensive Partner Care during COVID-19

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

https://stories.starbucks.ca/en-ca/stories/2020/comprehensive-partner-care-during-covid-19/

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 <a href="https://www.cdc.gov/coronavirus/2019-ncov/index.html">work to contain the virus</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:

We are also in regular communication with our business partners, including licensed operations, to make sure we are supporting the needs of partners and customers, globally.

We’ll continue to do what is right for our customers and partners. Our hope – as always – is that after this is over partners will look back and say, ‘I can’t believe I work for a company that cared so much for me, my family and my community.’

We will continue to stay close to our partners and local health officials, and we are optimistic this will be a temporary situation. Guided by our Mission and Values, and a commitment to one another as partners and to the people we serve, we will continue to communicate with transparency and act courageously and responsibly to ensure the health and well-being of our partners and customers.

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

Managing Through the Dynamics of COVID-19

https://stories.starbucks.ca/en-ca/stories/2020/managing-through-the-dynamics-of-covid-19/

Announcements

Letter to Customers: Our Role And Responsibility in Navigating Through COVID-19

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

Managing Through the Dynamics of COVID-19