Starbucks Introduces New Code of Conduct, Limits Access to Cafes and Restrooms
Starbucks Corp. has updated its policy, limiting access to cafes, patios, and restrooms to paying customers only. This move, aimed at making stores more welcoming and improving customer experience, marks a reversal of the 2018 policy that allowed anyone to linger in cafes regardless of purchase.
The new code of conduct, effective January 27, includes guidelines prohibiting disruptive behavior and panhandling. Starbucks plans to display these rules in its stores. Baristas will undergo training to enforce the updated standards, with the authority to ask violators to leave. If necessary, staff can involve local law enforcement for assistance.
Under the revised rules, customers can use restrooms or connect to Wi-Fi before completing a purchase. Starbucks spokesperson Jaci Anderson described the changes as a practical step, prioritizing paying customers who wish to enjoy the cafes or use the facilities.
Policy Shift Following Past Incident
This updated approach follows a 2018 incident in Philadelphia, where a manager called the police on two Black men waiting in a Starbucks without ordering. That event led to a more inclusive policy at the time, which has now been adjusted to balance inclusivity with customer comfort.
Enhancements to Customer Experience
Starbucks is also reintroducing ceramic mugs and expanding its free refill policy. Non-rewards members can now enjoy free refills of hot or iced brewed coffee if the original order is served in a reusable, clean cup or a ceramic/glass mug. Rewards members will continue to receive the same benefits.
The Seattle-based chain is investing in training sessions for baristas, focusing on new service standards and operational expectations. In a letter to employees, Sara Trilling, Starbucks’ North America President, confirmed the return of the sugar and milk bar, which had been removed during the pandemic.
Stock Performance
On Monday, Starbucks shares rose 1.4%, closing at $93.51. The stock has gained 2.5% this month, outperforming the S&P 500 Index.
With these changes, Starbucks aims to enhance customer experience while maintaining operational efficiency across its stores.
