Starbucks imposes a new code of conduct for customers in its cafes.

The Starbucks coffee chain has launched a new code of conduct that requires customers to make at least one purchase to remain in its establishments or to use the restrooms. This announcement, made on Monday, marks a significant shift from the open-door policy that the company implemented in 2018 following a racism incident at one of its stores in Philadelphia. The response to this change has generated mixed reactions among consumers and community groups.

Starbucks' decision to implement this new policy puts an end to an inclusive approach that had been designed to promote equality after the controversy that erupted when two African American men were arrested in a store while waiting for a friend without having made a purchase. This incident not only attracted media attention but also sparked a national debate about racism and access to public spaces, leading the company to adopt a stance that aimed to be more welcoming and less restrictive.

However, the implementation of this inclusive policy had unintended side effects. Over time, Starbucks stores began to face disruptive behavior issues, ranging from drug use to begging. The situation became so severe that in 2022, the chain was forced to close 16 of its locations in cities like Los Angeles and Seattle due to safety concerns affecting both employees and customers.

Starbucks spokesperson Jaci Anderson explained that the primary purpose of the new regulation is to prioritize customers who make purchases and to foster a safe and pleasant environment. “By setting clear expectations about behavior and the use of our spaces, we can create a better environment for everyone,” Anderson stated, adding that these measures are consistent with the practices of other retailers in the market.

The new code of conduct includes a series of specific rules. Among them, smoking, vaping, drug use, bringing outside alcohol, and begging inside the stores are prohibited. Customers who do not comply with these rules will be asked to leave the establishment, and in more serious cases, law enforcement will be involved. Additionally, employees have been instructed to be trained in enforcing these new behavioral policies.

Starbucks has emphasized that these measures are not intended to exclude any group but rather to enhance the overall experience for customers. In a statement, the company said, “We want everyone to feel welcome and comfortable in our stores. These updates are part of a broader set of changes aimed at improving the experience in our cafes,” highlighting its commitment to community and safety.

The pandemic, on the other hand, has exacerbated social issues in many communities, including the rise of homelessness and mental health problems. These factors have impacted public spaces, including cafes, leading many businesses to rethink their approach to managing customer behavior in their establishments.

The policy change also aligns with the vision of Brian Niccol, the current president and CEO of Starbucks, who took office in 2022. Niccol, who previously led Chipotle, has expressed his commitment to revitalizing the café experience and restoring Starbucks' perception as a community space. Among his goals is to reduce congestion caused by mobile orders and long lines at drive-thrus, which has discouraged some customers.

As Starbucks implements these new measures, it remains to be seen how consumers will react and whether the chain can balance its desire to promote an inclusive environment with the need to ensure a safe and comfortable space for all. Reactions will vary, and the company will have to navigate a delicate path in its intention to improve the customer experience while staying true to its principles of inclusion and diversity.

This new approach by Starbucks has sparked a broader debate about the role corporations play in shaping public spaces and how they should manage conduct in their establishments. The key will be finding a balance that allows the company to remain a meeting place and community hub without sacrificing the safety and comfort of its customers.