Starbucks is issuing a “Code of Conduct” for all its coffeehouses as it prioritizes paying customers over those using only the restrooms or the Wi-Fi, the company says.
The Starbucks Code of Conduct will be displayed in all the stores, a spokesperson said.
“We want everyone to feel welcome and comfortable in our stores,” said Jaci Anderson, Starbucks’ director of corporate communications, in a statement. “Implementing a Coffeehouse Code of Conduct is something most retailers [have already done] 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,” Anderson continued. “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.’”
The company said it will be offering amenities such as ceramic mugs and refills on hot and iced coffee as it works on its “third place” strategy.
The open bathroom policy was instituted in 2018 after police were called on two Black men in Philadelphia when they tried to use the restroom without making a purchase. Howard Schultz, then Starbucks CEO, questioned that policy in 2022 during a D.C. forum.
Anderson said Starbucks knows customers may need to use the restroom or log on to the Wi-Fi before they approach the counter. The Code of Conduct is about prioritizing the Starbucks spaces for customers during visits, the company said.
Workers in the Starbucks stores will be prepared with the tools and training to deal with the new policy, the company noted.
They will receive training on how to enforce the Code of Conduct and will be empowered to ask anyone who violates this code to leave. If the situation requires it, partners may seek support from local law enforcement, the company said.
Over the next few weeks, store managers will be provided a full week away from serving customers to set up condiment bars, manage teams, and lead training.
Workers will participate in three-hour store meetings and training sessions to discuss new workflows, service standards, and customer expectations, the company noted.
The first phase of Code of Conduct implementation will begin Jan. 27, the company said.
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