Starbucks has announced a shift in its store policy, now requiring customers to make a purchase if they wish to remain on the premises or use the facilities.
The initial phase of the new Code of Conduct implementation begins on 27 January 2025.
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The change revokes the open-door policy established in 2018, which allowed non-paying guests to use the space and restrooms.
The updated code of conduct, applicable in all company-owned North American stores, includes prohibitions against discrimination, harassment, the consumption of alcohol, smoking, vaping, drug use and panhandling [begging].
The revision of Starbucks’ policy comes under the leadership of Brian Niccol, who joined the company from Chipotle with a mission to rejuvenate the brand.
Niccol has pledged to transform Starbucks locations into welcoming environments, reinstating the brand’s status as the nation’s community coffeehouse.
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By GlobalDataStarbucks spokesperson Jaci Anderson explained that the new guidelines aim to give priority to paying customers – an approach that is standard among most retailers.
Anderson said: “We want everyone to feel welcome and comfortable in our stores. By setting clear expectations for behaviour and use of our spaces, we can create a better environment for everyone.”
The company appreciates the need for visitors to occasionally use the restroom or Wi-Fi before purchasing, but its primary objective is to enhance the appeal of its locations by focusing on customer experience.
Anyone who does not comply may be asked to leave, and law enforcement may be contacted.
Starbucks has assured that staff will be thoroughly trained on the enforcement of the new policy. This includes empowering them to request non-compliant individuals to leave and to involve law enforcement if required.
A 2018 incident in which two men in a Philadelphia Starbucks were arrested for sitting without making a purchase prompted the previous open-door policy, and the brand’s then chairman Howard Schultz expressed his desire for all individuals to feel welcome without feeling “less than” for not making a purchase.
Starbucks is to dedicate a full week for store managers to focus on setting up condiment bars, team management and leading training without the distraction of serving customers, as reported by Nation’s Restaurant News.
Employees will also engage in three-hour meetings and training sessions to discuss new workflows, service standards and customer expectations.
Starbucks is facing 34 complaints from the Starbucks Workers United union citing alleged federal labour law violations at stores across 16 US states.
