Unforeseen Contingencies

Should it really be necessary to have to defend laissez faire from the capitalists?

Classically Liberal comments on a piece from the Wall Street Journal by Cato’s David Boaz. Both are worth reading. The gist is that Starbucks might be classifying the term "laissez faire" as offensive, politically loaded, or otherwise too objectionable to be printed on its customizable customer cards...particularly bothersome to me, since socialist slogans are apparently just fine.

CLS provides a link to Starbucks customer service, so I went ahead and emailed them. I reproduce our exchange to date below. I’ll continue to pursue this, as I spend a substantial amount of money with them, and need to find out if this is a mistake.

My initial inquiry

From: Charles Steele
Sent: Apr 9 2008 7:12PM
To: Starbucks Card
Subject: Other

Hello -- I would like to know why the expression laissez faire is considered as inappropriate by Starbucks, and banned from customized Starbucks cards? (David Boaz, Wall Street Journal, 7 April '08) This is particularly puzzling, since socialist slogans appear to be acceptable. If this is your policy, I request you reverse it. I'm a professional economist and regular Starbucks customer. I'll be happy to explain to you why laissez faire is always appropriate. I won't remain a customer if you ban the term.

Customer rep Lisa M. writes back

From: Starbucks Card [cardinfo@starbucks.com]
Sent: Friday, April 11, 2008 11:56 AM
To: Charles Steele
Subject: Response from Starbucks Coffee Company - Case # XXXXXXX

Hello Charles,

Thank you for your interest in Starbucks Coffee Company and for taking the time to contact us regarding our Customized Starbucks Card personalization policy. We welcome questions and feedback from our customers at any time.

The Starbucks Customized Card program allows our customers literally thousands of ways to create a card that is unique to them. As with almost any personalization program, there are guidelines - which are published on our website - regarding what is allowed on the cards to help avoid content that could be ether offensive or illegal. This includes things such as threatening or derogatory remarks, overtly political commentary or trademarks (including the trademarked name Starbucks).

Every card is reviewed by our vendor to make sure it meets our policies, and if we unfortunately cannot approve a card, we contact the customer by email and do not charge them until they are able to complete their design.

Acting on feedback is essential to Starbucks continued success. If this does not happen, I realize that you and others may go elsewhere for your coffee needs. I assure you that Starbucks values your comments. Therefore, I shared your comments with our Starbucks Card leadership team for review.

Thanks again for your interest in Starbucks Coffee and for giving us the opportunity to address your concerns and improve our operations. If you have more specific questions not answered at the Starbucks site, please feel free to e-mail us at CardInfo@Starbucks.com or call any of our phone representatives at 800-STARBUC (782-7282).

Sincerely,
Lisa M.
Starbucks Card Services
Starbucks Coffee Company

What? Laissez faire is potentially threatening or illegal? Well, at least they realize their continued success depends on giving a good response to my feedback. I respond.

From: Charles Steele
Sent: 04/11/2008 09:04 AM
To: Starbucks Card
Cc:
Subject: RE: Response from Starbucks Coffee Company - Case # XXXXXXX

Thanks for the reply, Lisa, but you didn't answer my question.

Does Starbucks find "laissez faire" to be offensive, illegal, threatening, derogatory, or overtly political?

I'm particularly curious since socialist slogans are apparently considered acceptable.

I look forward to your reply.

Best regards,
Charles

Lisa responds

From: Starbucks Card [mailto:cardinfo@starbucks.com]
Sent: Friday, April 11, 2008 3:50 PM
To: Charles Steele
Subject: RE: Response from Starbucks Coffee Company - Case # XXXXXXX

Hello Charles,

Thank you for taking the time to reply to my message. Your questions and comments are valuable to us.

We apologize for any inconvenience regarding your inquiry. Please know that we do not discuss individual customer cards or the reasons they may or may not be declined. Starbucks appreciates customer feedback, and your comments have again been fowarded to our Starbucks Card leadership team.

Thank you again for your interest in Starbucks Coffee Company.

Warm regards,

Lisa M.
Starbucks Coffee Company

Not to be put off, finding Lisa rather pleasant to communicate with, and assured that Starbucks values my comments and questions, I write her back.

From: Charles Steele
Sent: 04/11/2008 03:39 PM
To: 'Starbucks Card'
Cc:
Subject: RE: Response from Starbucks Coffee Company - Case # XXXXXXX

Hello Lisa

Thank you for the response.

Again, you didn't address my question. I did not ask about any individual customer card. I asked about company policy towards the phrase "laissez faire."

I look forward to your reply.

Best regards,
Charles

But instead of Lisa, I now hear from Keith D. I guess he’s a leader in the Starbucks Card leadership team. But apparently this is too big even for him.

Hello Charles,

Thank you for contacting Starbucks.com.

I apologize for any inconvenience experienced. Due to the nature of this Starbucks Card inquiry, it is necessary to call 800-STARBUCKS (800-782-7282) as soon as convenient and speak directly with a Customer Service Specialist. When you call, please reference Case # XXXXXXX.

Starbucks call center hours:
Monday-Friday 5:00 AM to 8:00 PM Pacific Time
Saturday and Sunday 6:00 AM to 6:00 PM Pacific Time

Thanks again for your interest in Starbucks Coffee. If you have more specific questions not answered at the Starbucks site, please feel free to e-mail us at CardInfo@Starbucks.com or call any of our phone representatives at 800-STARBUC (1-800-782-7282).

Warm regards,

Keith D.
Starbucks Card Services
Starbucks Coffee Company

OK, I will call. "Laissez faire" is a fundamental principle, and it's actually this, not so much Starbucks, I'm interested in. Free people and free markets depend on laissez faire. If it’s now considered objectionable by Starbucks, I want to hear why. And I will be happy to explain to them why their continued success, and the success of civilization, depends on laissez faire.