Tom Carroll's Strategy of the Week:
May 24, 2018
One incident can spark a revolution. Last month, two black men hanging out at a Philadelphia Starbucks were denied use of the restrooms and asked to leave when they didn't buy anything. An employee called the cops and the men were arrested. The arrest was captured on video (of course!) and millions saw it. Starbucks later apologized and held anti-bias training for all employees. And NOW comes the new policy: anyone can sit at Starbucks, use the patios, seating area and restrooms, and not buy a thing. You can sit and not buy, as long as you want. Starbucks has taken a risk (too many people hanging out and not paying) but it reinforces its profile as a neighborhood place and deals with a big PR debacle.
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