
Starbucks Reverses Open-Door Policy, Prioritizing Paying Customers
Starbucks has announced a reversal of its open-door policy, which previously allowed anyone to use its stores, regardless of purchase. This change comes as the company seeks to address concerns about unruly behavior and safety issues in its stores.
A new code of conduct, to be posted in all company-owned North American stores, outlines the revised policy. The code prohibits discrimination, harassment, consumption of outside alcohol, smoking, vaping, drug use, and panhandling. It also prioritizes paying customers, stating that those who do not make a purchase may be asked to leave.
Starbucks spokesperson Jaci Anderson emphasizes that the new rules aim to create a more welcoming and comfortable environment for everyone, particularly paying customers. The code warns that violators will be asked to leave and may face involvement from law enforcement if necessary. Employees will receive training on enforcing the new policy.
This policy shift marks a departure from the open-door approach implemented in 2018 following the controversial arrest of two Black men at a Philadelphia Starbucks. At the time, Chairman Howard Schultz expressed a desire to avoid making anyone feel unwelcome. However, recent challenges with disruptive behavior and safety concerns have prompted the company to prioritize the well-being of its paying customers and employees.
The new policy aligns with efforts by Starbucks' new CEO, Brian Niccol, to revitalize the chain and recapture its community coffeehouse atmosphere. Niccol aims to address issues like long drive-thru lines and mobile order backups that have hindered the customer experience.