No More Free Hangouts: Starbucks Closes Open-Door Policy

From now on, Starbucks only wants paying patrons and employees in its North American shops. The coffee giant’s corporate office sent a letter to all stores announcing a major about-face from its open-door policy, one which allowed non-paying customers to use the restroom — as well as hang out on the patios and in cafés — without buying anything.

Starbucks’ “new code of conduct” applies to every location. The new guidance also reiterates a previous policy that prohibited loitering, vaping, smoking, taking drugs, drinking alcohol, and panhandling. The policy also bans violence, threatening language, harassment, discrimination, and “misuse or disruption of our spaces.”

“We want everyone to feel welcome and comfortable in our stores,” said Starbucks spokesperson Jaci Anderson, per AP News. “By setting clear expectations for behavior and use of our spaces, we can create a better environment for everyone.”

Starbucks added that anyone breaking the rules will be escorted off the property, with law enforcement assistance if necessary. Employees are also getting additional training on how to handle negative situations related to the new guidance.

Starbucks’ Open-Door Policy

The new protocol is essentially a reversal of its previous open-door policy. “Any customer is welcome to use Starbucks spaces, including our restrooms, cafes and patios, regardless of whether they make a purchase,” Starbucks asserted in 2018.

The open-door policy began after two Black men visited a Philadelphia Starbucks and were subsequently asked to leave. According to reports, the men were there for a business meeting but had not bought anything. The store’s usual procedure at the time was to ask non-paying individuals to leave. The two were ultimately arrested, which sparked significant controversy for the coffee retailer.

As such, Starbucks implemented a nationwide guideline that permitted people to use the restroom or just hang around without making a purchase. However, the rule had some difficulties as café employees and customers encountered unruly conduct and even dangerous situations at times. Starbucks was forced to close several locations, including six in Seattle, for repeated incidents of drug use and threats to employees.

The open-door policy reversal may be part of a larger strategy to revamp Starbucks’ image and combat slowing sales. When CEO Brian Niccol took over, he began making decisions intended to bring Starbucks back to its roots — serving great coffee fast, yet with a comfortable and individualized touch.