Starbucks has announced a significant change to its policy regarding customer access, now requiring customers to make a purchase to use its facilities, including restrooms. This decision marks a shift from the open-door policy implemented in 2018, which was adopted after a high-profile incident involving the arrest of two Black men at a Philadelphia location. That incident drew widespread criticism and led to a reevaluation of the company’s approach to customer service and access.
The new code of conduct, which will be displayed in all company-owned stores across North America, will ban behaviors such as discrimination, harassment, smoking, drug use, consuming outside alcohol, and panhandling. The revised guidelines aim to create a more welcoming atmosphere for paying customers, with Starbucks spokesperson Jaci Anderson emphasizing that many retailers already have similar policies in place.
Under the leadership of CEO Brian Niccol, who assumed his role in 2022, the company is working to revitalize its brand and restore Starbucks to its intended role as a community gathering place. The move to enforce behavior guidelines comes in response to increasing safety concerns within stores, exacerbated by the rise of mental health issues, substance misuse, and homelessness during the pandemic.
As part of the implementation, employees will undergo training to help enforce these new guidelines effectively. The company also noted that while it prioritizes paying customers, accommodations will remain for individuals who may need to use facilities or access Wi-Fi before making a purchase.
This change reflects a growing acknowledgment within Starbucks of the need to balance inclusivity with the maintenance of a safe and respectful environment for all patrons. By striving to ensure a more orderly atmosphere, Starbucks hopes to enhance the experience for its customers while still addressing the challenges observed in its stores over the past few years.
In summary, this policy shift aims to restore the sense of community within Starbucks locations while prioritizing the comfort and safety of paying customers. This renewed focus could potentially help the company regain its standing as a beloved neighborhood coffeehouse.