New Starbucks policy: Customers must make a purchase to use the restrooms or to linger in the café.

A Starbucks shop is located on Ocean Street in Santa Cruz. The coffee giant is implementing a new code of conduct and discontinuing its open-door policy at its company-operated locations.

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A Starbucks shop is located on Ocean Street in Santa Cruz. The coffee giant is implementing a new code of conduct and discontinuing its open-door policy at its company-operated locations.

Starbucks announced Monday that it is reversing its policy of welcoming anyone into its cafes without making a purchase. 

The coffee chain’s new code of conduct, set to be posted in all North American company-owned stores by the end of the month, introduces stricter rules for customers.

The revised policy prohibits disruptive actions including drug use, smoking, vaping, panhandling, and any form of violence. Additionally, it forbids the consumption of outside alcohol and mandates that customers must make a purchase to access store facilities, such as restrooms. 

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In a statement, Starbucks representative Jaci Anderson clarified that this decision aims to "prioritize paying customers" and to maintain a friendly atmosphere. 

"We aim to ensure that every individual feels invited and at ease in our stores," she stated, highlighting that "establishing clear guidelines for conduct and the use of our facilities" would serve the best interests of all patrons.

This change represents a notable break from the company’s earlier policy of maintaining an open-door approach. 

In 2018, following the arrest of two Black men at a Starbucks in Philadelphia for occupying a table during a business meeting without buying anything, the company introduced a new policy permitting anyone to utilize its facilities, irrespective of their status as customers. 

The move came after a public backlash and a commitment to address racial bias, including staff training and a settlement with the two men involved. 

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Nevertheless, as time has passed, workers have noted a rise in disruptive and potentially hazardous conduct, leading to the necessity for a revision of the policy.

Sara Trilling, the President of North America for Starbucks, highlighted that the company has taken employee feedback into account regarding the utilization of store spaces. 

"In a letter addressed to managers, Trilling mentioned that partners have expressed a need to realign expectations." 

The new policy is part of a larger restructuring initiative led by CEO Brian Niccol, who assumed leadership in September. 

Niccol is dedicated to rejuvenating the Starbucks brand, which has encountered difficulties in recent years. These challenges include declining sales and operational inefficiencies that have been intensified by the rise of drive-thru and mobile ordering services.

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This policy change is part of Niccol’s broader “Back to Starbucks” strategy, aiming to return the company to its roots as a community-oriented coffeehouse. 

In a company memo, Niccol emphasized that the core values of Starbucks have not changed, even with the recent policy updates. 

"We remain dedicated to fostering a friendly and inclusive atmosphere, all while upholding our commitment to high behavioral standards in our stores," he stated.

Starbucks staff will undergo training to implement the new regulations, which may involve requesting customers to exit the premises or contacting law enforcement if needed. 

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