Policy Over Humanity: How Starbucks' Blind Pursuit Of Policy Could Reap High Consequences – CoffeeTalk

A Chesterfield couple, Nelisa and Kevin Key, experienced a medical emergency at Starbucks on March 30, when they were in a panic. Kevin, who is in Stage 4 kidney failure, started sweating, leaning over, and vomiting. Nelisa, who had seen him go through similar episodes before, knew that the only thing that would help was ice water.

Nelisa immediately saw Starbucks and was able to get her husband to the drink pick-up counter. However, the barista’s response was unexpected. The barista asked for his help, but Nelisa repeated the request, causing the situation to turn into a nightmare. Starbucks apologized to the couple and promised to welcome them back to a store of their choice to provide the Starbucks experience they should expect.

Sam Jefferies with Starbucks Media Relations stated that they are working to ensure that everyone who visits their store has a great experience and training partners to communicate openly and from a place of kindness, compassion, and consideration for other patrons when determining how to proceed when a guest makes a request outside of their policies. If a customer communicates a request related to restroom access or water due to a medical, health, or accessibility issue, they are committed to providing appropriate accommodations.

Nelisa said the coffee chain offered her a gift card for the trouble, but would not take accountability. Starbucks had a decision that day, like she said before, to pick policy or humanity, and they chose policy.

Capital One Café, located directly opposite Starbucks at the outdoor mall, was Kevin’s saving grace that day. An employee acted quickly to get Kevin a cup of ice water, and Kevin thanked Emma for being a caring human being. Jennifer Windbeck, Head of Retail Bank Channels & Operations at Capital One, expressed pride in the way Capital One Café Ambassadors handle themselves each and every day.

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