Starbucks: paying guests get priority

By: Trademagazin Date: 2025. 01. 16. 10:17

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Starbucks is introducing significant changes to its business operations starting January 27, 2025, fundamentally reshaping its practices regarding non-purchasers. Under the new code of conduct, cafe areas, including patios and restrooms, will be reserved primarily for paying customers. The decision marks a significant departure from the “open door” policy introduced in 2018, which welcomed everyone regardless of whether they had made a purchase.

What exactly is changing?

The new code of conduct sets out strict expectations for customers in its stores. The regulations will be posted in all cafes and include provisions that prohibit begging and disruptive behavior. Baristas will receive special training to effectively enforce the new guidelines and, if necessary, will have the authority to ask those who violate the code to leave. Local law enforcement agencies will also be able to be involved if necessary.

Starbucks spokeswoman Jaci Anderson said the change is intended to prioritize paying customers, as “guests want to be able to enjoy their drinks or use the restroom without having to deal with external distractions.”

Code details

According to internal documents seen by Bloomberg, the definition of “customer” will be expanded to include those making a purchase and those accompanying them. Free water and Wi-Fi will now be available only to paying customers and their companions.

Other changes

In addition to the new code of conduct, Starbucks is also introducing other innovations. Starting January 27, sweetened and dairy-flavored bars will be available again, and the free refill policy will be expanded. Under the new policy, not only Rewards members but also other guests will be eligible for free refills if the original order was made in a reusable, clean cup or a store-provided mug.

Baristas will also undergo a comprehensive three-hour training course on the new service standards and operational expectations. Sara Trilling, president of Starbucks North America, informed employees of the changes in a letter.