Ordering a coffee might seem like a straightforward interaction, but for someone who stammers, being asked to say their name in a busy shop can add extra pressure.

Starbucks UK is trying to make those interactions easier through a new training programme developed with STAMMA, the UK’s national charity for people who stammer.

More than 10,000 Starbucks baristas across the UK have already completed the training — more than half of the company’s 18,000 UK baristas. Starbucks and STAMMA describe the programme as a first of its kind in the industry.

The focus is on practical changes to the way staff interact with customers who stammer, from giving someone enough time to finish speaking to resisting the temptation to complete their sentences.

Why ordering a coffee can be difficult

Stammering, also known as stuttering, affects the flow of speech. A person might repeat words or sounds, prolong a sound or experience a “silent block”, where a sound becomes stuck for several seconds or longer.

Some people also change words or avoid certain speaking situations to conceal their stammer. Names can be particularly difficult because, unlike other words, they generally can’t simply be substituted for something easier to say.

That is particularly relevant at Starbucks, where customers are often asked for a name when ordering.

STAMMA approached Starbucks about developing practical training to make these everyday interactions more accessible. The charity says more than half a million people in the UK stammer and has been campaigning to highlight barriers they can encounter in settings including retail and hospitality.

What are Starbucks baristas being taught?

The training has been added to Starbucks UK’s existing learning platform and uses interactive scenarios based on situations baristas could encounter in coffeehouses.

Staff learn facts about stammering before working through scenarios and receiving feedback on their responses. The guidance includes listening without rushing customers, allowing them time to speak and avoiding finishing their sentences.

STAMMA also advises against telling someone who stammers to “slow down” or “relax”. Instead, its guidance encourages people to maintain natural eye contact, remain engaged in the conversation and give the speaker the time they need.

“The training has been really useful in helping me understand how to better support customers who stammer. Sometimes your instinct is to fill a pause in conversation, but that isn’t always helpful. It’s taught me to be more aware of how I engage with customers and how small changes can help make sure everyone feels comfortable and welcome in our coffeehouses.” said Lamu, one of the baristas being trained at Starbucks UK.

Starbucks barista Lamu said the training had highlighted how an instinctive response, such as filling a pause in conversation, is not always helpful.

Why businesses should prioritise accessible customer services

The Starbucks initiative also raises a wider question about how businesses interact with customers who communicate differently.

STAMMA is encouraging other companies to examine whether their own processes create unnecessary barriers for people who stammer and those with other speech differences. The charity already provides training and guidance to organisations on making services and workplaces more accessible.

ISAs are often understood by looking at the differences between account types. Yet those differences only become useful when you consider what you actually want your money to achieve.

An ISA that suits one financial goal may not suit another. Starting with your goal can help you look beyond individual product features and focus on whether an ISA fits what you want to achieve.

Below, we look at three types of ISA and how each could fit a different financial goal.

Cash ISA

A Cash ISA can help you preserve money without exposing it to movements in investment markets. That can make it relevant when you have a nearer-term financial goal and want greater certainty over how much you have saved.

However, keeping your money in cash doesn’t mean its value remains unchanged in practical terms. Inflation causes prices to rise over time, which reduces the purchasing power of your money.

To illustrate, imagine you have £10,000 in a Cash ISA and it grows by 2% over a year, while prices rise by 3%. Your balance has increased, but prices have risen faster, so your money has less purchasing power than it did at the start of the year.

So, when comparing Cash ISAs, the interest rate matters alongside the security of keeping your money in cash.

Stocks and Shares ISA

If your goal is further away, you may want to give your money the opportunity to grow over the longer term. A Stocks and Shares ISA lets you invest your money, although its value can rise and fall.

Keeping investment returns invested also creates the potential for compounding. Your returns can generate further returns over time, giving your money more opportunity to grow the longer it remains invested.

For instance, if your investments grow from £10,000 to £10,500 and you keep the £500 return invested, future returns have the potential to apply to £10,500 rather than your original £10,000. Over time, that process can build on itself, although returns can also be negative.

So, the length of time you can stay invested becomes part of the decision, not just how much you could earn.

Junior ISA

A Junior ISA provides a dedicated way to save or invest for your child’s future. The money belongs to your child, so anything you contribute is set aside for them.

That involves a long-term commitment because access to the money is restricted until your child reaches adulthood. You therefore need to be comfortable setting the money aside for their future rather than accessing it yourself later.

For example, if you start contributing when your child is five, the money you put aside over the following years remains dedicated to them until they reach adulthood.

So, before contributing to a Junior ISA, you need to separate money for your child’s future from money you may need yourself.

Which option could be right for you?

Your financial goal should guide your choice of ISA. Rather than starting with the account type, define what you need the money to achieve.

Doing so can help you identify which ISA has characteristics that match what you plan to do with the money.

What do you want your money to achieve?

Making a major purchase is one of the most significant financial decisions anyone can make. Whether it’s a first home, a car, or a significant business asset, the excitement can often overshadow the need for careful investigation. This is where due diligence becomes not just a recommendation, but an essential safeguard for your financial future. It means doing your homework before you sign on the dotted line, ensuring that what you see is truly what you get. This careful checking is crucial for making smart upfront investments that lead to sustained growth and profitability, preventing costly surprises later on.

The Concept of Due Diligence

Due diligence is a process of research, verification, and investigation. You do it to confirm all the facts of something you’re considering. While it started in business and finance, describing the scrutiny an acquiring company performs on a target company, its principles apply to any major purchase. It involves looking beyond surface-level information and asking tough questions. This means checking financial records, evaluating the physical condition of an asset, and understanding any legal obligations attached to it. It’s a proactive step to ensure you enter a transaction with full knowledge of the facts.

Protecting Your Investment

The main reason for due diligence is to protect your investment. A major purchase that goes wrong can have long-lasting financial consequences. Thorough investigation helps you confirm the value of what you’re buying and uncovers any hidden liabilities or costs that could devalue it later. For example, when buying a property, due diligence might reveal the need for expensive roof repairs or a boundary dispute with a neighbour. In a business context, it could uncover outstanding debts or pending lawsuits. Identifying these issues beforehand gives you the power to renegotiate the price, ask the seller to fix the problems, or walk away from a bad deal altogether.

Legal Checks for Property

Nowhere is due diligence more critical than when buying property. The legal process of transferring ownership, called conveyancing, involves many checks to make sure the transaction is legally sound. These checks include verifying the seller’s legal right to sell, reviewing title deeds for any restrictions or covenants, and checking with local authorities for planning issues or proposed developments that could affect the property’s value. Hiring a solicitor for first-time buyers is a critical step here, as they manage these complex legal requirements for you. Their expertise ensures all necessary checks are completed correctly, protecting you from future legal and financial complications.

Understanding Contracts

All major purchases end with a legally binding contract. This document outlines the terms and conditions of the sale, including the price, payment schedule, and responsibilities of both the buyer and seller. A crucial part of due diligence is to read and understand every clause of this contract before you sign it. Don’t be tempted to skim the fine print. Pay close attention to warranties, return policies, and any clauses that limit the seller’s liability. If you’re unsure about any part of the contract, it’s wise to seek legal advice. Once signed, a contract is enforceable by law, and claiming you didn’t know its contents isn’t a valid defence.

Mitigating Future Risks

Ultimately, due diligence aims to reduce future risks. Taking the time to investigate thoroughly helps you avoid costly surprises and long-term problems. The principles remain consistent across different scales of transactions. The same careful checks that define the importance of due diligence in mergers can be scaled down to protect an individual’s purchase of a car or home. The core goal of due diligence is always to verify facts and assess risk before committing capital. This foresight allows you to proceed with confidence, knowing that your purchase is a sound investment rather than a potential liability.

In any significant transaction, patience and thoroughness are your greatest allies. Taking the time to perform proper due diligence isn’t an unnecessary delay, but a fundamental part of a successful and secure purchase.