Starbucks has announced a significant change to its customer policy, now requiring patrons to make a purchase if they wish to use the restroom or simply relax in its stores. This decision, effective immediately, comes as part of a newly implemented code of conduct that will be displayed in all company-owned locations across North America. The policy aims to foster a more inviting atmosphere for paying customers while addressing ongoing concerns about unacceptable behaviors within the stores.
Among the newly instituted guidelines is a prohibition on various activities including smoking, drug use, panhandling, and the consumption of outside alcohol. Starbucks spokesperson Jaci Anderson emphasized that these measures are meant to establish clear expectations for customer behavior and ensure a comfortable environment for everyone.
This shift in policy reverses Starbucks’s open-door approach introduced in 2018, which was an effort to allow greater accessibility following a controversial incident in Philadelphia involving the arrest of two Black men who had not made purchases. At that time, the company aimed to be more welcoming, expressing a desire to avoid making individuals feel unwelcome simply for not buying anything. However, since then, issues of safety and disruptive behaviors have reportedly increased, leading to the closure of several stores due to ongoing safety concerns.
New CEO Brian Niccol’s push to reinvigorate Starbucks’ sales and atmosphere aligns with this policy change. Niccol aims to revive the warm community vibe reminiscent of traditional coffeehouses, counteracting the challenges posed by long drive-thru lines and mobile order congestion, which have made visits less enjoyable for customers.
As Starbucks moves forward with this new code of conduct, the initiative reflects the company’s acknowledgment of evolving customer needs and the importance of maintaining a safe and pleasant environment for its patrons.
This new direction may help stabilize the experience at Starbucks, ensuring that both paying customers and their employees can enjoy a secure and welcoming space.