Starbucks reopens 90% of its stores in China

Activities related to Starbucks China's development of new stores have been temporarily paused. As a result, some store openings planned for fiscal year 2020 will likely be deferred to fiscal year 2021.

Despite the challenges, Starbucks keeps investing in the health and well-being of their employees. The retailer continues paying its partners even when its stores are closed and has expanded its critical illness insurance plan to cover partners and their families in the wake of new crisis.

The company also offered an application for employees to check in, letting others know that they and their families are safe and well.

"One of the biggest things I learned was how to handle 58,000 people's emotions, to really empathize and care for them, and also uplift their spirits in a difficult time," Wong said. "It changed how I communicate. I bring them along on every step. If they have a question, I answer it personally, no matter who they are."

The company also considers their business a way to comfort customers.

In China, when a customer orders via the application, they are given a special code to show when they pick up the order. During the COVID-19 outbreak, the code has been changed to inspiring messages, such as "Hang in there" and "Tomorrow will be spring."

Wong said she was well aware that coffee isn't just a beverage – it's also a symbol of normalcy and routine.

At the Shanghai Reserve Roastery that reopened last week, she saw some of the regular customers and said: "Don't ever take things for granted, things that we see as normal could be taken away tomorrow. You have to tell people you love them right now. Don't even wait."