This is Not the Hospitality We Expect from STARBUCKS CBS News
Starbucks has announced that, effective January 27, 2025, it will require customers to make a purchase to use its restrooms or sit in its cafes, reversing the open- door policy established in 2018. This change is part of a new Coffeehouse Code of Conduct aimed at enhancing the experience for paying customers and addressing issues such as loitering, cleanliness, and disruptive behavior.
The 2018 open-door policy was implemented following an incident where two Black men were arrested at a Philadelphia Starbucks for not making a purchase, leading to public backlash. While the policy was intended to create inclusive spaces, it also led to challenges, including long bathroom waits and disorderly conduct. Under the new policy, Starbucks defines customers as those who make a purchase or accompany someone who does. The code of conduct also prohibits behaviors such as harassment, violence, smoking, vaping, drug use, and panhandling. Employees will receive training to enforce these rules, with the possibility of involving law enforcement if necessary. To encourage in-store patronage, Starbucks will offer perks like free refills for all customers using reusable or ceramic cups, aiming to create inviting and comfortable spaces. Opinions on this policy change are mixed. Some customers view it as a reasonable step to prioritize paying patrons and maintain a pleasant environment. Others express concerns about potential discrimination and the impact on community inclusivity.
HOSPITALITY NEWS FEB | Page 33
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