After Global Layoffs At Starbucks, Niccol Tells Remaining Employees 'Own Whether Or Not This Place Grows' – CoffeeTalk

Starbucks CEO Brian Niccol has urged the remaining employees to take ownership of their work to improve the company’s financial performance and turn around its lagging sales. In his first address to employees since implementing layoffs at Starbucks’ Seattle headquarters, Niccol told workers that they “own whether or not this place grows.” He also emphasized that workers should do a better job of promptly addressing customer complaints, including furniture issues, malfunctioning electrical outlets, and the amount of drinks accumulating on counters.

Niccol stated that Starbucks corporate employees are getting bogged down by “too many follow-up meetings” about issues at stores, resulting in an overall lack of accountability. He also noted that the company’s corporate operations could improve by having more employees work out of offices in the U.S. and Canada.

Starbucks has reported declining same-store sales for four straight quarters. Since joining the coffee chain in September, Niccol has implemented a “Back to Starbucks” plan to improve performance, which includes cutting 30% of its menu, adding new directives like making coffee in under four minutes, and writing customers’ names down with Sharpies on their cups.

Niccol noted in Starbucks’ most recent earnings report in December that the company has already seen a positive response from customers to the plan. He believes this is the fundamental change in strategy needed to solve underlying issues, restore confidence in the brand, and return the business to sustainable, long-term growth.

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