Starbucks has announced a significant policy shift regarding the use of its facilities, requiring customers to make a purchase in order to access its amenities. This reversal of its previous open-door policy, which had been in place for nearly seven years, will apply to all company-owned North American locations.
The updated guidelines will necessitate that individuals order food or drink before using the restroom or spending time in the café. In addition to this change, the new code of conduct will prohibit several behaviors, including drug use, smoking, harassment, and panhandling, as part of an effort to create a more comfortable environment for paying customers.
Starbucks spokesperson Jaci Anderson stated that the change reflects a desire to prioritize the experience of customers who are making purchases. Anderson emphasized that while it is acceptable for guests to use the restroom or Wi-Fi before ordering, the overall strategy is to ensure that the stores remain welcoming to paying customers.
This new policy initiative is being implemented under the leadership of Brian Niccol, who became Starbucks’ CEO in January 2024. Niccol, who previously led Chipotle, has expressed a commitment to revitalizing the Starbucks experience by reinforcing the coffeehouse’s identity as a social gathering space where high-quality beverages are served.
The decision to enforce a purchase requirement comes nearly six years after the company faced backlash over an incident in Philadelphia where two Black men were arrested for trespassing while waiting for a friend without having made a purchase. This incident prompted Starbucks to reevaluate its policies in an effort to prevent racial profiling and promote inclusivity in its stores.
In summary, Starbucks is moving toward a model that emphasizes customer priority and expectations for behavior within its stores. This strategy aims not only to enhance the experience for those who choose to purchase beverages at Starbucks but also to reaffirm the company’s dedication to being a welcoming community space in a focused manner.