Michelle ThompsonStarbucks is set to revise its North American café policies, requiring customers to make a purchase to access facilities starting January 27. This marks a reversal of the 2018 policy that allowed non-paying individuals to use restrooms and linger in stores.
The shift aligns with Starbucks’ “back to Starbucks” strategy, introduced by its new CEO to counter declining sales. While North American cafes will adopt stricter rules, the UK locations will maintain their current open-access approach.
The updated “Coffeehouse Code of Conduct” seeks to enhance the café experience by prioritizing paying customers, prohibiting harassment, smoking, and outside alcohol. Notices about the new policy will be displayed in stores, and employees are empowered to request compliance or involve authorities if necessary.
This change follows a 2018 incident where two Black men were arrested at a Philadelphia Starbucks, sparking allegations of racial bias. In response, Starbucks introduced its inclusive policy, which is now being replaced.
To attract more customers, Starbucks plans additional measures, such as free refills of hot or iced coffee for those consuming their drinks on-site. The company also continues efforts to address consumer dissatisfaction over price hikes and boycott calls linked to the Israel-Gaza conflict.
Starbucks’ CEO, Brian Niccol, is steering these initiatives, leveraging his experience from Chipotle to revamp menus, upgrade store designs, and improve the overall customer experience.
