Starbucks is making significant changes to its policies after nearly seven years, now requiring customers to make a purchase to utilize its seating and restroom facilities. The coffee chain announced this new directive on Monday, which will be implemented in all company-owned stores throughout North America.
Along with the purchase requirement, Starbucks introduced a new code of conduct, which explicitly prohibits discrimination, harassment, consumption of outside alcohol, smoking, vaping, drug use, and panhandling within its premises. This shift marks a reversal from the open-door policy initiated in 2018. That policy was introduced after a high-profile incident where two Black men were arrested at a Starbucks in Philadelphia for simply waiting for a business associate, a situation that garnered widespread criticism and placed the company under intense scrutiny.
The decision to revise the policy comes under the leadership of Brian Niccol, who joined Starbucks from Chipotle last year. Niccol’s objective is to reestablish Starbucks as a welcoming “community coffeehouse.” Spokesperson Jaci Anderson emphasized that the new rules are intended to create a more inviting atmosphere for paying customers, aligning with practices already seen in many other retail environments.
Anderson stated, “We want everyone to feel welcome and comfortable in our stores. By setting clear expectations for behavior and use of our spaces, we can create a better environment for everyone.” The company recognizes that customers may still need access to restrooms or Wi-Fi before making a purchase, and the new policies aim to balance the needs of all patrons while prioritizing paying customers.
To enforce these rules, employees will undergo training, and stores have the authority to call law enforcement if necessary. The move follows a trend of increasing unruly behavior observed in stores, leading to the closure of 16 locations in 2022 due to safety concerns involving drug use and similar disruptions.
The reimplementation of customer purchase requirements indicates Starbucks’ commitment to fostering a safe and positive environment for all patrons amid escalating mental health and homelessness challenges noted since the pandemic. This strategic shift could potentially enhance customer experience and promote a more pleasant atmosphere while stabilizing operations in challenging times.
In conclusion, while this new direction might receive mixed reactions, Starbucks is clearly aiming to adapt its business model in response to emerging social issues while maintaining its role as a community hub for coffee lovers.