Starbucks Returns to Its Old-School Roots With Condiment Bars and Personalized Cups, Expands Free Refills

Starbucks is making a return to some of its previous ways — at least in the U.S. and Canada — according to a CNN report. Amid traffic declines and softer-than-desired sales, CEO Brian Niccol is helming the pivot back to some tried-and-true staples of the Starbucks brand experience, while still emphasizing the importance of other, newer policies.

For one, Starbucks will be bringing back its milk and sugar stations — or condiment bars — that it had previously abandoned during the heyday of the COVID-19 pandemic. This move not only satisfies Starbucks customers, many of whom prefer to doctor their own drinks specifically to their liking, but also takes the pressure away from harried baristas, improving service times.

During a previous earnings call, Niccol said, “Our customers are asking for it and our baristas are saying it would help them deliver the speed of service that they want to provide.”

Starbucks Pushes Panic Buttons, Barisa De-escalation Training as Open-Door Policy Ends

In a move that a company press release described as being in the interests of its customers, Starbucks has officially ended its open-door policy, one that allowed guests to stay and use the facilities even without a purchase.

“Access to comfortable seating and a clean, safe environment is critical to getting back to the Starbucks they know and love,” the press release stated.

The company has also instituted a ban on outside alcohol, smoking or vaping, drug use, panhandling, violence or abusive language, and harassment in formal terms as part of a code of conduct.

In response to potential dangers or threats, at least five locations have had “panic buttons” installed, according to The Daily Mail. One Philadelphia-based Starbucks employee quoted by the outlet stated that the button draws the attention of an internal security team, but he had not been trained as to when to employ it. Starbucks said it was testing this security feature, and had no plans to expand the capability further at this time.

Finally, Starbucks is engaging in three-hour training sessions with baristas, with the training centered around the usage of de-escalation tactics should customers refuse to abide by the new rules. The aforementioned anonymous employee indicated that he expected an increased rate of harassment and verbal abuse from customers as a result of the new policies.

“We know that these situations are going to happen more frequently in our store,” the anonymous employee said. “And we will not be able to take the measures that we need to make ourselves safe.”

Personalized Cups Make a Comeback, Expanded Free Refills Set To Make a Splash

Perhaps one of the most iconic customer service actions common to Starbucks in the past (and, really, for many coffee shops in the space) is the personalized cup. The barista writes your name on your cup, sometimes with a cute drawing or icon, and that little bit of extra effort seems to go a long way with the brand’s loyal fans.

Backed by a new advertising campaign pushing the personalized notes (and a name change to Starbucks Coffee Company), Niccol’s previous comments about needing 200,000 Sharpies to execute the plan seem to have been rooted in fact, rather than fiction.

Starbucks is also expanding its free refill policy. Free refills were previously available only to Starbucks Rewards members, but now all customers can enjoy them. The updated refill policy allows customers to enjoy free refills of hot or iced brewed coffee or tea on the same day of their in-store visit. To qualify, customers must purchase a beverage to be consumed “for here” using a ceramic mug, glass, or their own reusable cup.