Starbucks has made a 180-degree shift in its access policy, reversing its open-door policy implemented in 2018. The company has released a new code of conduct that restricts the use of its facilities to customers who make purchases. This change aims to improve the experience in its cafes and address concerns about the misuse of its spaces.

What is the open-door policy?

Starbucks’ open-door policy, implemented in 2018, allowed anyone, regardless of whether they made a purchase or not, to use Starbucks’ facilities, including restrooms, and remain in the cafes.

This policy was a direct response to a racial discrimination incident at one of its Philadelphia stores, which sparked a major public debate and criticism of the company. The idea was for Starbucks to be a welcoming “third place”, a space between work and home for everyone.

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Why has Starbucks changed its open-door policy?

The policy change, according to Starbucks, responds to the need to “prioritize paying customers who want to sit and enjoy our cafes or need to use the restroom during their visit.”

Starbucks spokesperson Jaci Anderson stated, “We want everyone to feel welcome and comfortable in our stores. By setting clear expectations for behavior and the use of our spaces, we can create a better environment for everyone.” The company aims to refocus on its core business: providing a quality coffee experience to its customers.

This change also reflects the challenges the company has faced in recent years, including safety issues at some of its locations.

In 2022, former Starbucks CEO Howard Schultz mentioned that the company might be forced to close its restrooms to the public due to growing mental health issues that posed risks to the safety of employees and customers. Starbucks closed 16 stores that same year due to safety concerns.

What are Starbucks’ new rules?

The new code of conduct, which will be displayed in all company-operated stores in North America, includes the following rules:

• Purchase requirement: Customers must make a purchase to stay in the cafe or use the restrooms.
• No disruptive behavior: Misuse or disruption of spaces will not be tolerated.
• Zero tolerance for discrimination and harassment: Any form of discrimination or harassment is strictly prohibited.
• Prohibition of violence and abusive language: Any form of violence or threatening or abusive language will not be allowed.
• Restrictions on alcohol and drug consumption: External alcohol consumption, smoking, vaping, or drug use is banned.
• No panhandling: Begging inside stores is not permitted.

The code of conduct warns that those who violate the rules will be asked to leave, and authorities may be involved if necessary. Starbucks has stated that its employees will receive the necessary training to enforce the new code of conduct.

What impact will this change have on Starbucks’ image?

The decision to reverse the open-door policy has generated mixed reactions. Some view it as a necessary measure to improve the customer experience and address safety concerns, while others criticize it as excluding homeless or low-income individuals.

“This is another example of the complications caused by the lack of public restrooms in the United States, and of how Starbucks shifts its tone, benefiting at times from the lack of public infrastructure and being hurt by the same issues,” Bryant Simon, a historian at Temple University and author of a book about Starbucks, told CNN.

How does this change affect customers?

For regular customers looking for a place to work, meet friends, or simply enjoy a coffee, this change could mean a calmer and more predictable experience. However, for those who used Starbucks facilities without making a purchase, this change represents a significant barrier.

What does this change mean for Starbucks’ new strategy?

This policy change is part of a broader strategy driven by Starbucks’ new CEO, Brian Niccol, to revitalize the brand and improve financial performance.

Since his arrival, Niccol has expressed his desire for Starbucks to reclaim its essence as a “community coffeehouse.” “Our stores have always been more than just a place to grab a drink… A visit to Starbucks is about connection and joy, and, of course, great coffee,” Niccol said in a statement on January 9, 2024.

At the beginning of 2025, the company updated its Mission and Values as part of a new strategy called “Back to Starbucks,” aiming to reverse the crisis the brand is facing.