From the course: Reputation Risk Management
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Case study: Starbucks kicks patrons out in Philadelphia, 2018
From the course: Reputation Risk Management
Case study: Starbucks kicks patrons out in Philadelphia, 2018
- On Thursday, April 12th, 2018, two African-American men arrived early for a business meeting at a Philadelphia Starbucks. One asked to use the restroom and was told by the manager that restrooms were only for paying customers. When the men declined to order drinks, the manager called the police and reported two gentlemen in my cafe are refusing to make a purchase or leave, please arrest the men for trespassing. Reports say they didn't read the men their rights or explained the arrest. Other customers quickly posted videos of the arrest online. The incident became very public very fast. Later that evening, police dropped charges due to a lack of evidence that the men had committed any crime. Tensions escalated, protests broke out at the Philadelphia Starbucks and demonstrators called for the manager to be fired. Shortly thereafter, Starbucks' stock declined. This incident shows how quickly customers shared cell phone video of the police arresting the two customers. One video…
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