Looks like the days of popping into Starbucks just for the bathroom, a free refill of water, and a comfy spot to work might be numbered. Starbucks is updating its policies to create a better experience for paying customers.
While some understand the need to address issues like loitering and ensure a pleasant environment for those enjoying their coffee, others feel this change might be a bit too restrictive.
Starbucks is reversing a policy that allowed anyone to use its restrooms or hang out at its cafes, regardless of whether they made a purchase. The new code of conduct, announced this week, aims to improve the cafe experience for paying customers and deter non-paying individuals who have been using Starbucks for shelter or restroom access.
This shift in policy comes amidst efforts by CEO Brian Niccol to revitalize the brand, boost sales, and improve employee relations. The new rules, which will be displayed at all North American locations, prohibit panhandling, discrimination, consuming outside alcohol and vaping. Employees will receive training on the updated guidelines.
"We want everyone to feel welcome and comfortable in our stores", said Jaci Anderson, spokesperson for Starbucks.
This move marks a significant departure from the company's past efforts to be more inclusive. In 2018, following a highly publicized incident where two Black men were wrongfully arrested at a Philadelphia Starbucks for waiting for a friend, the company relaxed its restroom policy.
However, in recent years, Starbucks has faced increasing challenges from individuals using its cafes for non-consumption purposes. This, coupled with safety concerns, has led the company to reassess its open-door policy.
While the new rules aim to improve the cafe experience for paying customers, critics argue that they may disproportionately impact homeless individuals and those lacking access to public restrooms. Anderson noted that other retailers are implementing similar rules in their stores.
To incentivize in-store consumption, Starbucks is also introducing a new perk: free refills on hot or iced coffee for all customers, not just loyalty members. This move encourages customers to stay and enjoy their beverages in-store, rather than ordering to-go.
What do you think? If you own a business, would you want people to come in, use your bathrooms, and sit for hours without buying anything?