Starbucks has announced a major change to its long-standing open-door policy, requiring customers to make a purchase if they wish to stay in its stores or use the restrooms. The new rules, which will be implemented in all company-owned locations in North America, aim to prioritize paying customers and create a safer, more comfortable environment.
The updated code of conduct will also address behaviors such as discrimination, harassment, smoking, vaping, drug use, consumption of outside alcohol, and panhandling. This move marks a reversal of the open-door policy Starbucks introduced in 2018 after a controversial incident at a Philadelphia store. Two Black men were arrested for sitting in the store without making a purchase, sparking public outrage. The company responded by introducing the open-door policy to ensure that non-paying customers could freely use its spaces.
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However, the new leadership under Brian Niccol, who joined Starbucks from Chipotle last year, is determined to bring about a change. Niccol has expressed his vision for Starbucks as the “community coffeehouse” of America, emphasizing that the stores should remain inviting spaces for those who purchase coffee and other products. Starbucks spokesperson Jaci Anderson emphasized that the policy is designed to balance welcoming all customers while ensuring a pleasant experience for those who pay.
“We want everyone to feel welcome and comfortable in our stores,” Anderson said. “By setting clear expectations for behavior and use of our spaces, we can create a better environment for everyone.”
Policy Enforcement and Safety Measures
Under the new policy, customers who violate the code of conduct will be asked to leave the store. In more serious cases, store management may contact law enforcement. Starbucks has stated that employees will receive training to ensure consistent enforcement of the new guidelines.
This change follows a series of safety concerns at Starbucks locations. In 2022, the company closed 16 stores across the U.S., including six in Los Angeles and six in Seattle, due to ongoing safety issues. These included drug use and disruptive behavior that put staff and customers at risk. With the rise of mental health struggles, drug misuse, and homelessness exacerbated by the pandemic, Starbucks has faced growing challenges in maintaining a safe and welcoming environment.
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The Evolution of Starbucks’ Policy
When the 2018 incident occurred, then-Chairman Howard Schultz stated that Starbucks did not want to become “a public bathroom,” but would strive to make the right decisions for all customers. Despite this, the company has faced mounting pressure from both employees and customers to address unruly behavior in stores.
While Starbucks aims to maintain a welcoming atmosphere, the company recognizes the importance of protecting the safety and well-being of both its staff and paying customers. The new code of conduct is an effort to strike a balance between inclusivity and security, setting clear expectations for behavior and ensuring the company’s stores remain inviting spaces for all.
