TL;DR - Yesterday, I witnessed a white manager berate a Black woman who was trying to purchase a cup of coffee. This treatment absolutely was racist, ableist, and rooted in stigma against people who may be unhoused.
I've sent this email to Breadfurst and will not be a returning customer until it is a safer place for all of our neighbors, especially neighbors of color and neighbors with disabilities. [customer's name redacted for privacy]
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I had to wait to calm down for a day before writing this note to you after witnessing unacceptable, hostile behavior from a Breadfurst manager on the morning of 7/9/21.
My partner and I were in line on a busy Friday morning during our weekly run to the bakery. While waiting to check out at the register, from the very back of the shop, we heard a booming voice scream, "[NAME], OUT!" I really thought whoever was screaming was yelling at a stray dog that had come in. The screaming repeated over and over again, from all the way in the back of the store. We then noticed a white male Breadfurst manager berating a Black woman: Ms. [NAME].
Had it not been for the manager screaming from the back of the store, we wouldn't have even noticed Ms. [NAME] or been bothered by her presence. The manager escalated the situation from the very start and created a horrific few minutes, both for customers and I'm sure for Ms. [NAME].
The manager threatened several times--and directed employees--to call the police even before Ms. [NAME] began to try to pay for her coffee. She did have cash on her. At this point, it seemed that Ms. [NAME] had had incidents with Breadfurst in the past. I'm not discounting that part of a manager's job is to ensure the safety and comfort of employees and customers. However, Ms. [NAME] really was trying to pay for her coffee, which the manager eventually gave to her.
There was no excuse for this treatment. His treatment of her was absolutely racist, ableist, and loaded with stigma against people who are unhoused. It sickened me. I am a white man who has both mental health and physical disabilities. I have--and I'm sure Ms. [NAME]--have been disrespected and harassed because the way we move in the world is seen as other or disruptive. Additionally, I'm immunocompromised and still at high risk for COVID. At one point, the Breadfurst manager and Ms. [NAME] were both yelling in my face, maskless, and created an environment where I could have been more exposed to COVID than necessary. I hope you will consider that racism, ableism, and unhoused stigma absolutely were at the core of this, regardless of past incidents involving Ms. [NAME].
I have managed a coffee shop in the Van Ness area in the past where I have greeted neighbors--especially those who are unhoused--with kindness. It wasn't always easy to balance the needs of paying customers and neighbors who wanted a conversation or a cup of coffee or just to sit in the A/C or heat for a moment. But even though I've had incidents where I had to be firm, I would never yell at someone the way this Breadfurst manager yelled at Ms. [NAME].
This morning, I was given a stark alternative to what I witnessed at Breadfurst, and it came from none other than another encounter with Ms. [NAME]. I was shopping at Yes Organic when I noticed Ms. [NAME] come in. Store employees greeted her, she took a breath in the cool air in the store, and browsed the front section. Store employees also seemed to know her but somehow did not erupt in a rage at her presence. After a while, they showed her out and told her to have a good day.
I really hope Breadfurst will consider providing support and training on deescalation for management and front-of-house staff. It is very clearly needed if this one incident is any indication of how Ms. [NAME] and other unhoused people or people with mental health disabilities have been treated by employees in the past. If a training were to be of interest, DC Peace Team is a local organization that offers these levels of interventions for workplaces.
I would appreciate a response when you have had a chance to read this and consider what happens to resolve this. Until then, I will absolutely be sharing this experience with my neighbors and will not be a Breadfurst customer. read more