Starbucks is making a significant shift in its policy by reversing its nearly seven-year open-door approach, now mandating that customers make a purchase to stay in its stores or utilize its facilities. This decision comes with a new code of conduct that will be implemented in all company-owned locations across North America.
The updated policy prohibits discrimination, harassment, and activities such as consuming outside alcohol, smoking, vaping, drug use, and panhandling. This change follows a noteworthy incident in 2018, when two Black men were arrested at a Philadelphia Starbucks for not making a purchase, leading to widespread criticism and the implementation of the open-door policy to ensure that the company was welcoming to all.
Under the leadership of Brian Niccol, who took over as CEO in late 2022, Starbucks aims to rejuvenate the brand and make its coffee shops more inviting. Niccol’s vision is to restore Starbucks as a community gathering spot, where paying customers can feel comfortable. A company spokesperson emphasized that while the new rules prioritize paying customers, they still recognize that some may need to use facilities without immediate purchases.
The code of conduct clearly indicates that those who do not comply may be asked to leave, and employees will be trained to enforce these new measures. Notably, Starbucks has faced challenges over the years, with incidents of unruly behavior prompting the closure of 16 stores nationally in 2022 due to safety concerns, particularly linked to drug use and disruptive conduct.
This policy shift also reflects a broader societal issue, as mental health problems and homelessness have escalated, particularly in the wake of the pandemic. Starbucks has expressed a commitment to balancing the need for a safe and welcoming environment for paying customers while still being mindful of community needs.
This move seeks to create a more pleasant experience for customers, aiming to strike a balance that caters to community safety and satisfaction. As Starbucks implements these changes, it may face challenges but also has the opportunity to redefine its spaces into safer, more appealing environments for communities and coffee lovers alike.