Starbucks is making significant changes to its operational policies by reinstating a requirement for customers to make a purchase in order to use its café facilities or restrooms, effectively ending an open-door policy that had been in place for nearly seven years. This new code of conduct will be implemented across all company-owned stores in North America and aims to enhance the customer experience and safety.
The decision follows a series of challenges Starbucks has faced since the controversial arrest of two Black men at a Philadelphia location in 2018, which drew widespread criticism and highlighted concerns about discriminatory practices. To address these issues, the company’s open-door policy was initially introduced to ensure that everyone felt welcome, regardless of their purchasing status.
However, Starbucks has recently emphasized the need to prioritize paying customers. The new conduct rules will also prohibit discrimination, harassment, consumption of outside alcohol, smoking, vaping, drug use, and panhandling within its stores. According to Jaci Anderson, a spokesperson for Starbucks, most retail establishments already enforce similar guidelines. She 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.”
Additionally, Starbucks is making efforts to rekindle its image as a community hub. Under the leadership of CEO Brian Niccol, who took over from Howard Schultz, the company aims to revitalize its establishments, ensuring they remain inviting spaces for people to gather. As part of this initiative, starting January 27, the chain will offer free refills of hot or iced coffee for customers who choose to stay and enjoy their drinks in-store.
The revised rules will be enforced by employees, who will receive training to handle violations, which can result in customers being asked to leave or, if necessary, the involvement of law enforcement. Starbucks has also acknowledged the increased safety challenges within its stores, which have been exacerbated by rising mental health issues and homelessness since the COVID-19 pandemic began.
This new direction for Starbucks reflects a broader trend within the retail industry to balance inclusivity with the need for safety and comfort for paying clientele. By clarifying expectations and prioritizing customer experience, Starbucks aims to provide a refreshing atmosphere for its patrons while addressing the complexities that have arisen in public spaces over the past few years.