Seattle, USA: Starbucks has revealed a reversal of its 2018 ‘Open Access Policy’, which allowed people to use its cafes and restrooms without making a purchase. The new rules, set to take effect on January 27, will require customers to buy something to access its facilities.
The updated policy is part of the company’s “Back to Starbucks” strategy, introduced by CEO Brian Niccol, to address declining sales and enhance the customer experience. The world’s largest coffee chain is also implementing a new code of conduct, which includes measures to prevent harassment, ban smoking, and prohibit outside alcohol in its cafes.
Starbucks spokespersons explained that the changes are aimed at creating a more welcoming environment for paying customers. “Implementing a Coffeehouse Code of Conduct… helps us prioritize our paying customers who want to sit and enjoy our cafes.”
The company will prominently display the new rules in all stores and empower staff to enforce them, including asking violators to leave and, if necessary, involving law enforcement.
Starbucks first introduced its open-access policy in response to public outrage over the controversial arrest of two men at a Philadelphia location in 2018. However, recent challenges, including backlash over price increases, boycotts related to the Israel-Gaza war, and declining foot traffic, have prompted a reassessment of the policy.
Other upcoming changes include offering one free refill of hot or iced coffee for customers who purchase a drink to consume on the premises. Niccol, who took over last year after leading Chipotle, has been working to revitalize Starbucks by revamping its menu and store experience to attract and retain customers.
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