Starbucks is changing its rules, and the news is making waves. The coffee giant has announced a stricter code of conduct aimed at tackling a common customer annoyance.
Starting now, you must make a purchase if you want to hang out or use the restroom at any Starbucks location in America. This reverses the controversial 2018 open-door policy that allowed anyone to use the facilities, even without buying anything.
Clear guidelines and enforcement
The updated policy is clear: violators will be asked to leave. In extreme cases, the store may involve law enforcement. Starbucks has promised to train its employees to handle these situations appropriately.
The new code of conduct goes beyond just requiring purchases. It also bans behaviors such as smoking, vaping, drug use, panhandling, and consuming alcohol brought from outside. Discrimination and harassment are also strictly prohibited. These rules will be displayed in all company-owned stores across North America.
The rationale behind the change
Starbucks spokesperson Jaci Anderson explained the rationale behind the changes. “We want everyone to feel welcome and comfortable in our stores,” she said. “By setting clear expectations for behavior and use of our spaces, we can create a better environment for everyone.” Anderson noted that most other retailers already have similar rules.
The 2018 incident and its impact
This move marks a significant shift from the company’s stance in 2018. That year, two Black men were arrested at a Philadelphia Starbucks while waiting for a business meeting. They hadn’t made a purchase, and the store’s policy at the time led to the incident. The arrests were caught on video and sparked widespread outrage. It was a public relations nightmare for Starbucks. In response, then-chairman Howard Schultz introduced the open-door policy to ensure no one felt excluded or “less than.”
“We don’t want to become a public bathroom, but we’re going to make the right decision a hundred percent of the time and give people the key,” Schultz said at the time. However, this well-intentioned move came with its own set of challenges. Employees and customers increasingly dealt with unruly and, at times, dangerous behavior in stores.
CEO Brian Niccol’s vision for the future
The company’s new CEO, Brian Niccol, is determined to turn things around. He stepped into the role last year with a vision to revamp the struggling coffee chain. Niccol wants to improve service, especially during the busy morning rush. He also aims to reestablish Starbucks as a welcoming gathering place for customers.
In an open letter posted on Starbucks’ website, Niccol acknowledged the brand’s popularity but admitted the company had strayed from its core values. “During conversations with employees and customers, I’ve sensed a shared feeling that we’ve drifted,” he wrote. His focus now is on realigning the brand with its roots while addressing the issues that have surfaced over the years.
Balancing inclusivity and order
With these changes, Starbucks hopes to strike a balance between inclusivity and maintaining order in its stores. The new rules are designed to prioritize paying customers and create a safe, comfortable environment for everyone. Whether the move will boost customer satisfaction or spark fresh debates remains to be seen. For now, though, Starbucks is making it clear: buying a latte isn’t just about enjoying the coffee—it’s your ticket to the table.
