Starbucks is preparing its employees for a major policy shift that will require visitors to make a purchase before using store bathrooms or seating areas. The coffee giant has conducted specialized training to help workers handle potential pushback when the new rules take effect on January 27.
The three-hour training program focuses on teaching baristas de-escalation tactics and proper ways to communicate the policy changes to customers. Workers are being instructed to kindly explain the intended use of store spaces while maintaining a welcoming environment.
This marks a notable reversal from Starbucks' 2018 open-door policy, which was implemented after two Black men were arrested at a Philadelphia location while waiting for a business meeting without making a purchase. The incident sparked widespread criticism of the company at the time.
Under the new guidelines, employees will need to monitor visitors who use store amenities without purchasing items. The policy will affect various customer behaviors, including water bottle refills, bathroom usage, and extended seating without buying products.
However, some employees have expressed concerns about enforcing these new rules. A Philadelphia-based barista noted that many workers worry about increased confrontations, particularly in stores that already experience frequent customer incidents. Workers are especially concerned about handling difficult situations during busy periods with multiple mobile orders.
While Starbucks maintains that the policy change aims to create a better environment for everyone, the company's union, representing over 11,000 employees, has called for more worker input on implementing and enforcing these new standards. Starbucks workers are planning to walk off the job during the busy holiday season, with strikes scheduled across three major U.S. cities starting Friday. The labor action, organized by Workers United, will affect stores in Los Angeles, Chicago, and Seattle.
The policy shift aligns with new CEO Brian Niccol's vision to reinvent Starbucks as a "third space" between home and work, complete with ceramic cups and comfortable seating for paying customers.