Starbucks is changing its policy regarding non-paying customers using its cafes or restrooms. The company, in what has been described as its biggest PR disaster, had previously allowed homeless individuals and other non-paying customers to use its spaces as shelter and restroom access. The newly announced code of conduct, revealed by CEO Brian Niccol, aims to prioritize paying customers who wish to sit, enjoy the cafe, or use the restrooms during their visit. This policy will apply to all North American locations and be displayed on store doors.
The decision is seen as a practical step to create a better environment for all customers. Starbucks believes that by setting clear expectations for behavior and space usage, it can balance hospitality with the needs of paying visitors. Employees will undergo training to implement the new rules effectively.
The previous open-door policy, implemented in 2018, followed a controversial incident in Philadelphia where two Black men were arrested while waiting for a friend. One of the men had asked to use the restroom but was denied access because he hadn’t made a purchase, leading to widespread backlash and the introduction of the open-door policy.
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