Starbucks pulls back on open-door policy, to revert to traditional coffeehouse environment

NORTH AMERICAMultinational coffeehouse and roaster chain Starbucks has announced customers will be required to make purchases if they want to stay in its coffee shops or use its bathrooms, ceasing its open-door policy.

Starbucks informed store managers and higher-level staff on January 13 that it will end its open-door policy, which allowed non-paying customers to use restrooms and seating areas.

This policy change, effective January 27, aims to prioritize paying customers and enhance the in-store atmosphere. 

We want everyone to feel welcome and comfortable in our stores,” Starbucks spokesperson Sam Jefferies stated in an email to media outlets.

By establishing clear guidelines for behavior and space usage, we can create a better environment for everyone. These updates are part of broader efforts to improve the café experience as we refocus on Starbucks,” he added.

This policy shift follows the recent appointment of Brian Niccol as CEO. Niccol has focused on creating a more welcoming in-store experience.

In September 2024, he introduced a four-part strategy to revitalize the brand and reestablish Starbucks as “the community coffeehouse.” 

Our stores will be inviting spaces to linger, with comfortable seating, thoughtful design, and a clear separation between ‘to-go’ and ‘for-here’ service,” Niccol shared in an open letter. 

Additionally, Starbucks will begin offering free refills for hot or iced coffee to customers who purchase a drink and choose to stay longer, according to Sara Trilling, EVP and president of Starbucks North America. 

The company will also introduce a new store code of conduct in North American locations, prohibiting discrimination, harassment, smoking, vaping, alcohol, drug use, and panhandling. Employees will receive training to support these new policies. 

Together we’ll deliver the coffeehouse experience that consistently creates a bright spot in our customers’ days,” Trilling said. 

Starbucks first implemented the open-door policy in 2018 after the controversial arrest of two Black men at a Philadelphia store during a business meeting while waiting for a third person without making a purchase. 

In recent years, Starbucks reported challenges with loitering and safety concerns. In 2022, after former CEO Howard Schultz hinted at policy changes, Starbucks closed 16 stores due to safety issues. 

Since becoming CEO, Niccol has actively gathered employee feedback to improve both customer and staff experiences. In an October earnings call, he noted that employees wanted “their café dining room back.”

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