Starbucks is implementing a new policy that limits access to its cafes and restrooms to paying customers, marking a significant shift from its previous open-door approach. The change aims to improve the cafe experience for customers while addressing challenges posed by non-paying visitors who use the spaces for shelter or bathroom access. The policy, now in effect across all North American locations, will be displayed on store doors and includes guidelines against panhandling, outside alcohol, vaping, and discrimination.
This move reverses a 2018 policy introduced after a PR crisis in which two Black men were arrested at a Philadelphia Starbucks for waiting without making a purchase. The incident led Starbucks to open its restrooms and spaces to the general public. However, the open-door policy created operational and safety concerns, prompting the company to reconsider.
To encourage customers to stay in cafes rather than order to-go, Starbucks is introducing new perks. Beginning January 27, all customers can receive one free refill of hot or iced coffee in reusable or ceramic cups, a benefit previously limited to loyalty program members.
The policy change comes amid broader issues in the U.S., where many cities lack adequate public restroom access, often leaving private businesses to fill the gap. Starbucks says its decision reflects its efforts to strike a balance between maintaining an inviting atmosphere and addressing operational challenges while also focusing on sales growth and employee satisfaction.
Source: CNN