Starbucks is altering its open-door policy after nearly seven years, now mandating that customers must make a purchase to use its spaces, including restrooms. This decision, announced on Monday, aims to address issues related to unruly behavior in stores while prioritizing paying customers.
The coffee chain is implementing a new code of conduct that will be displayed in its company-owned locations across North America. Alongside the purchase requirement, this code will prohibit various behaviors such as discrimination, harassment, consumption of outside alcohol, smoking, drug use, and panhandling.
This reversal follows the significant backlash Starbucks faced in 2018 when two Black men were arrested at a Philadelphia store for attempting to use the café for a business meeting without making a purchase. The event, which went viral, highlighted the need for a more inclusive approach. In response, the company had adopted a more lenient open-door policy to ensure that everyone felt welcome, regardless of their purchasing status.
Under new CEO Brian Niccol, who joined the company last year from Chipotle, Starbucks aims to rejuvenate the brand and re-establish its locations as community hubs. Niccol’s vision includes making stores more inviting for customers, thereby fostering a comfortable environment.
Spokesperson Jaci Anderson emphasized that the intention behind the new rules is to create a welcoming atmosphere while ensuring clear expectations for behavior within the stores. “By setting these guidelines, we can enhance the experience for everyone,” said Anderson, pointing out that it is common for retailers to have similar policies.
To enforce these new rules, Starbucks employees will receive training, and the stores will have the authority to contact law enforcement if necessary. This measure comes on the heels of concerns raised over safety and disruptive behavior in stores nationwide, which led to the closure of 16 locations in 2022 due to ongoing safety issues.
This new direction reflects Starbucks’ commitment to adapting to changing social dynamics and rebalancing its approach to customer service and safety. By clarifying expectations, the company hopes to mitigate previous challenges while fostering a more orderly environment for all patrons.
In light of the ongoing issues with mental health, substance misuse, and homelessness that have heightened since the pandemic began, this change might be seen as a necessary move to maintain stability within Starbucks locations, ultimately hoping to create a more positive community space for all.
In summary, Starbucks is taking a firm stance on customer behavior in its stores to restore order, enhance safety, and manage the evolving needs of its business in a post-pandemic context.