Starbucks has announced a significant policy reversal, now requiring customers to make a purchase to use its facilities. This change, effective immediately across all company-owned stores in North America, aims to prioritize paying customers and improve the overall customer experience.
The new code of conduct, which will be visibly posted in all locations, prohibits discrimination, harassment, smoking, vaping, substance use, and panhandling. Starbucks spokesperson Jaci Anderson emphasized that these measures echo practices commonly observed across retail sectors, reinforcing the need for a welcoming and comfortable environment for all patrons.
Under this updated policy, individuals who do not comply with the rules may be asked to leave and, if necessary, store management may involve law enforcement. Starbucks plans to train its staff on the enforcement of these new regulations to ensure adherence.
This decision marks a departure from an open-door policy established in 2018, following a widely publicized incident where two Black men were arrested at a Philadelphia Starbucks while waiting for a business meeting. The company’s leadership at the time sought to ensure that the stores were inclusive and welcoming to all. However, recurring issues like unruly behavior and safety concerns have prompted a reevaluation of this approach.
The impetus for the new rules also aligns with a broader strategy under the leadership of new chairman and CEO Brian Niccol, who aims to revitalize Starbucks’ declining sales by recapturing the inviting community atmosphere that characterized its earlier days. This comes on the heels of several store closures due to safety concerns, which included incidents of drug use and other disruptive behaviors.
In summary, while the new policy reflects a shift towards prioritizing customer safety and behavior, it also seeks to balance the community-focused ethos that Starbucks has historically championed. By establishing clear expectations, the company hopes to foster an environment that enhances the dining experience for all customers.