Starbucks employee reflects on 20 years of change in coffee culture

A Starbucks employee with nearly 20 years of experience has expressed concerns about the company's transformation from a trendy coffee shop to a fast-food-like establishment. This shift has been attributed to various factors, including the departure of founder Howard Schulz in 2017, which the employee identifies as a significant turning point. The employee noted that the current work environment is challenging, with staff shortages leading to increased workloads and dissatisfaction among both employees and customers. Sales have declined significantly, with a reported 6% drop in the quarter ending June 30, 2024, amid rising prices and customer complaints about service quality. The new CEO, Brian Niccol, previously of Chipotle, is stepping into a difficult situation as he attempts to revitalize the brand. His appointment has raised questions about whether he can effectively address the issues plaguing Starbucks, especially given his track record with Chipotle, which has also faced challenges. Employees have voiced their frustrations about the lack of adequate staffing and the overall decline in workplace morale, which contrasts sharply with the company's earlier reputation as a desirable place to work. Customers have also expressed their discontent, citing steep prices and long wait times as deterrents to visiting Starbucks. The perception of the coffee chain has shifted, with many now viewing it as a luxury rather than an everyday indulgence. This change in customer sentiment is critical for the company as it navigates a competitive market and seeks to regain its former status. As Niccol takes the helm, the future of Starbucks remains uncertain. The company must address both employee and customer concerns to restore its image and improve sales. The challenges ahead will require strategic changes and a renewed focus on the core values that once made Starbucks a beloved brand.