SAN ANGELO, TX - Starbucks has announced the end of its “open-door” policy, which previously allowed non-paying customers to use its cafes and restrooms.
The policy change is aimed at improving customer experience and addressing issues related to safety and overcrowding, the company said Monday. The updated rules will be displayed in all North American locations.
Implemented in 2018 following a PR crisis after the arrest of two Black men at a Philadelphia Starbucks, the open-door policy has been reversed as part of CEO Brian Niccol’s strategy to boost sales and improve employee relations. Starbucks is now restricting restroom access to paying customers and introducing other measures to prioritize those who make purchases.
Other changes include bans on panhandling, outside alcohol consumption, vaping, and discrimination in stores.
The company has also introduced new incentives to attract customers, such as offering free coffee refills for in-store orders starting January 27, regardless of loyalty program membership. Starbucks hopes these perks will encourage customers to stay and enjoy their cafes instead of opting for to-go orders.
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