Starbucks is reintroducing restrictions at its stores after nearly seven years, now mandating that patrons make a purchase if they wish to use the facilities or linger in the coffee shops. This shift follows a new code of conduct, which will be displayed in all company-owned locations across North America, intended to enhance customer experience and safety.
The overhaul comes as part of an initiative led by Brian Niccol, who joined Starbucks from Chipotle last year. Under his leadership, the company aims to recreate its venues as welcoming spaces for customers, distancing from the open-door policy introduced in 2018, which was a response to the controversial arrest of two Black men in a Philadelphia store. That incident highlighted the challenges of allowing non-paying patrons to use the facilities.
Starbucks’ spokesperson, Jaci Anderson, emphasized the new policy aims to prioritize paying customers while fostering a comfortable atmosphere for all. The rules will prohibit behaviors such as discrimination, substance use, and panhandling, echoing policies already implemented by many other retail establishments.
The chain acknowledges that there will be exceptions, allowing individuals to use restrooms or access Wi-Fi before making a purchase. The new regulations also stipulate that stores may involve law enforcement if necessary, should customers breach the code of conduct. Employees will receive training on how to enforce these policies fairly and effectively.
This change comes in response to increasing concerns over safety and order in Starbucks locations, particularly since the COVID-19 pandemic exacerbated issues of mental health and substance misuse. In 2022, the company closed 16 stores nationwide due to ongoing safety violations, including drug use and disruptive behavior.
In an effort to balance the needs of the community with those of its customers, Starbucks remains committed to creating safe and inviting spaces. As the company navigates this transition, it hopes to not only revive its reputation as a community hub but also to address the safety concerns that have emerged in recent years. The new approach emphasizes a dedication to maintaining a warm, welcoming environment while ensuring accountability for all visitors.