Starbucks Crisis Management Case Study

NameProfessorCourseDateStarbucks Crisis Management Case StudySummaryThe Starbucks crisis management incident following a perceived injustice against two men who were waiting for their friend to arrive before placing an order. The two men, who were African American, arrived at the location before a third friend arrived. As they were waiting, they used the restroom. The Starbucks manager noticed neither men had yet placed an order and asked them to leave. When they did not leave, the manager then called the police and had them arrested, where they were detained for hours before finally being let go with any charges against them (Hyken, para. 3). The event was filmed, at which point it became a viral talking point on social media, with widespread calls for boycotts against the perceived racist treatment of these two men. In response, the CEO of Starbucks immediately apologized and order 8,000 Starbucks locations nationwide close for a day in order to provide bas sensitivity training (Kelly para. 6). Many executives were vocal about denouncing the manager’s actions without making excuses, and the response appeared to placate many who had been upset with the company. While damage was still done to