The Challenges Facing Starbucks Employees Under New Leadership

At a recent leadership conference, Starbucks CEO Brian Niccol engaged in discussions about the company’s vision and innovations, such as introducing protein cold foam to its menu. Yet, amid this corporate dialogue, serious concerns are emerging from the frontline workers about deteriorating conditions in stores.

Voices of the Baristas: A First-Hand Account

Diego Franco, a barista at the Oakton & Lee Street Starbucks in Chicago, has voiced significant discontent regarding his experience over the past five years. Serving as a bargaining delegate with Starbucks Workers United, Franco has witnessed firsthand how new policies under Niccol’s leadership have negatively impacted employees. He describes a troubling atmosphere where baristas face verbal abuse from customers and subsequently receive reprimands from management.

Franco recounts, “We are abused verbally, and the manager will then point out the things that we are doing wrong.” The frustration escalates when customers become impatient, often leading to confrontations that baristas feel ill-equipped to manage. Franco emphasizes that the added pressure to write on cups after customer complaints only exacerbates the stress of their roles.

Employee Treatment and Company Policies

Franco’s experience highlights broader issues related to policies that seem to prioritize operational efficiency over employee welfare. He believes that resources should be directed toward addressing baristas’ concerns rather than imposing rules that complicate their jobs. He stated, “The amount of power and money Starbucks has behind themselves, I would think they could figure it all out. And they choose not to.”

Since Niccol took the helm, there has been ongoing tension regarding the relationship between Starbucks and its workers. While Niccol has publicly affirmed his respect for the right to union representation, baristas argue that little has changed on the ground. Starbucks Workers United alleges delayed progress in contract negotiations, leaving employees feeling neglected and frustrated.

The Reality of Understaffing

A significant contributor to the overwhelming stress baristas face is understaffing. Franco reveals that on some days, only four or five employees are available to meet customer demand, leading to frustrating wait times that top 20 minutes. The experience is compounded when customers react negatively to the delays, creating a toxic environment for both workers and customers.

Franco reflects on the stark contrast with better staffing levels, saying, “The best times I’ve had at work was when we had upwards of nine or 10 people there.” Such numbers not only improved service quality but also fostered a more supportive workplace atmosphere.

Financial Priorities vs. Worker Welfare

Starbucks has reported record sales, particularly with the introduction of its fall menu. However, the financial decisions of the company have drawn criticism from workers. For instance, the company allocated $81 million for a leadership convention while distributing billions in shareholder payouts. This dedication to investor returns has led to questions regarding whether Starbucks is prioritizing profits over the needs and conditions of its workforce.

Franco pointed out the stark contrast between executive compensation and the realities faced by baristas. Niccol’s 2024 compensation package reached $97.8 million, which further adds to the frustrations felt by staff who question these priorities in light of their day-to-day struggles.

The Call for Change

Starbucks Workers United is advocating for a contract that would address many ongoing issues faced by baristas. Franco emphasized the urgency, stating, “Union baristas are ready to return to the bargaining table and do whatever it takes to finalize a fair contract.” He highlighted the importance of collective action in overcoming the challenges posed by current policies and management’s approach.

The narrative coming from employees like Franco underscores a critical dialogue about working conditions in one of the world’s most recognizable brands. As the tension continues between corporate leadership and frontline workers, the need for understanding and change becomes increasingly important for the health of both the company and its dedicated employees.