
In a significant reversal, Starbucks has revealed that customers will no longer be allowed to linger in its cafes without making a purchase. Nearly seven years after introducing a policy permitting individuals to relax inside its establishments and utilise the facilities without buying anything, the global coffee giant is introducing a new code of conduct across its US branches, effective January 27.
Under the revised rules, those who fail to make a purchase will be requested to leave, and staff may involve law enforcement if individuals refuse to comply. As part of the updated policy, employees will receive training on the new guidelines, which also prohibit harassment, smoking, substance use, and the consumption of external alcohol.
A Starbucks spokesperson explained: “We want everyone to feel welcome and comfortable in our stores. Implementing a Coffeehouse Code of Conduct is something most retailers already have and is a practical step that helps us prioritize our paying customers who want to sit and enjoy our cafes or need to use the restroom during their visit.”
“This means our cafes, patios, and restrooms are for customers and partners. By setting clear expectations for behavior and use of our spaces, we can create a better environment for everyone. These updates are part of a broader set of changes we are making to enhance the cafe experience as we work to get back to Starbucks.”
After two men were arrested in a Starbucks in Philadelphia for declining to leave or make a purchase in 2018, the coffee giant introduced an open-door policy. The individuals, who had convened inside the Starbucks cafe for a business meeting, were subsequently released free from charges, reports the Mirror.
Howard Schultz, then Chairman of Starbucks, expressed his shame regarding the arrests and the ordeal led to Starbucks temporarily shutting down all US locations for racial bias training. Schultz underscored that he never wanted anyone to feel “less than” if they were denied entry, affirming: “We don’t want to become a public bathroom, but we’re going to make the right decision a hundred percent of the time and give people the key.”
Furthermore, this new operational approach is part of the initiatives rolled out under the stewardship of Starbucks’ recent Chairman and CEO, Brian Niccol, devised to reinvigorate slumping sales.
According to the company’s latest update in October, global sales had dropped by 7% in the quarter ending September, with China experiencing the sharpest decline, where sales diminished by 14% during the same timeframe.
Starbucks has recently introduced menu changes in UK stores with three new items being added. As well as new items, Starbucks has also brought back a previous fan favourite as part of the shake up.
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