Starbucks has announced a significant change to its policies regarding customer access and store use, now requiring patrons to make a purchase if they wish to use the facilities or relax in their establishments.
This decision marks a shift from the company’s previous open-door approach, which was implemented in 2018 following a controversial incident where two Black men were arrested at a Starbucks in Philadelphia while waiting for a business associate. The new code of conduct will be prominently displayed across all company-owned locations in North America and will prohibit behaviors such as discrimination, harassment, the consumption of outside alcohol, smoking, vaping, drug use, and panhandling.
According to Starbucks spokesperson Jaci Anderson, these regulations are intended to enhance the experience for paying customers and align the company with many other retail establishments that have similar policies. “We want everyone to feel welcome and comfortable in our stores,” stated Anderson. “By establishing clear expectations for behavior and the use of our spaces, we aim to foster a better environment for everyone.”
Under the revised guidelines, individuals who fail to comply may be asked to leave the store, with employees instructed to call law enforcement if deemed necessary. Training for employees on the enforcement of these new regulations is also planned, ensuring that staff are equipped to manage such situations effectively.
The implementation of this new policy represents a departure from the open-door stance that was initiated to prevent any feelings of exclusion among individuals, particularly following the high-profile arrest incident. Former Starbucks Chairman Howard Schultz had emphasized the need for inclusivity, stating, “We don’t want to become a public bathroom, but we’re going to make the right decision a hundred percent of the time.”
However, since the policy’s introduction, there have been numerous reports of disruptive behavior within stores, with instances of unsafe situations rising. In 2022 alone, Starbucks shut down 16 locations nationwide due to recurring safety concerns, including drug-related activities in stores in Los Angeles and Seattle.
This policy reformation is a part of a broader initiative under the leadership of the new chairman and CEO, Brian Niccol, aimed at revitalizing Starbucks’ declining sales. Niccol has expressed a desire to restore the sense of community and warmth that Starbucks was once celebrated for, contrasting with the current reality where issues such as lengthy drive-thru lines and mobile order backlogs have turned visits into less enjoyable experiences.
