Starbucks has reversed its 2018 open-door policy, implementing a new Coffeehouse Code of Conduct that requires customers to make a purchase to remain in stores or utilize restrooms. The policy aims to address safety concerns and disruptive behavior.
Starbucks has announced a significant policy shift, mandating that customers make a purchase if they intend to remain in its stores or utilize restrooms. This new policy, intended for all company-owned stores in North America, aims to curb disruptive behavior and ensure the safety of both employees and paying customers.
The Associated Press reports that this change reverses the company's 2018 open-door policy, which was implemented following public outcry over the arrest of two Black men at a Philadelphia store. Starbucks asserts that the updated code of conduct is part of its ongoing efforts to cultivate a more hospitable environment for all.Starbucks' revised policy dictates that customers must make a purchase to linger in the store or access its facilities. The policy also prohibits smoking, vaping, drug use, panhandling, and the introduction of outside alcohol into stores. The company states that violators will be politely requested to leave, and law enforcement may be contacted if necessary. To facilitate the enforcement of these rules, Starbucks employees will receive comprehensive training on the new policy.The extent to which Starbucks plans to enforce these new regulations and the specific scenarios that might trigger law enforcement involvement remain unclear. Starbucks has not elaborated on the training employees will receive to handle potentially challenging situations or customer resistance. 'We want everyone to feel welcome and comfortable in our stores,' said Starbucks spokesperson Jaci Anderson. 'By establishing clear expectations for behavior and the use of our spaces, we can create a more positive environment for everyone.' Anderson further noted that these changes align with policies already in place at numerous other retail establishments. Starbucks clarified that the new Coffeehouse Code of Conduct is not intended to exclude anyone but rather to foster a more welcoming and comfortable atmosphere for all customers. 'We want everyone to feel welcome and comfortable in our stores. Implementing a Coffeehouse Code of Conduct is something most retailers already have and is a practical step that helps us prioritize our paying customers who want to sit and enjoy our cafes or need to use the restroom during their visit. This means our cafes, patios, and restrooms are for customers and partners. By setting clear expectations for behavior and use of our spaces, we can create a better environment for everyone. These updates are part of a broader set of changes we are making to enhance the cafe experience as we work to get back to Starbucks,' the company stated.Starbucks introduced its open-door policy in 2018 following a high-profile incident where two Black men were arrested at a Philadelphia location while awaiting a business meeting. The incident, captured on video, sparked widespread criticism and prompted then-Chairman Howard Schultz to implement the policy to make stores more inclusive. However, the policy resulted in safety concerns for employees, with reports of drug use and other disruptive behaviors. In 2022, Starbucks closed 16 stores in response to recurring safety issues, citing incidents that endangered staff and customers
Starbucks Policy Change Open-Door Policy Purchases Restroom Use Disruptive Behavior Safety Employees Customers
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