Toilet at Starbucks for customers only: how the company reacted to the decline in sales

16 January 06:26

Starbucks has decided to change its policy on access to restrooms: from now on, you will be able to use the restroom only after you make a purchase. This change was part of the strategy of the new CEO Brian Niccol, who is trying to respond to the decline in sales and the fall in the company’s shares. The New York Times writes about it, Komersant ukrainskyi informs

“Starbucks will require people who visit its coffee shops to buy something to stay in the coffee shop or use its bathrooms,” the company said in a letter sent to store managers.

The new Starbucks policy, outlined in the Code of Conduct, will be implemented later this month and will apply to the company’s cafes, patios and bathrooms.

“Implementing a Coffee Shop Code of Conduct is something that most retailers already have in place, and it’s a practical step that helps us prioritize our paying customers who want to sit and enjoy our cafes or need to use the restroom during their visit,” explained Jacey Anderson, Starbucks spokesperson.

The code of conduct will be posted in each store. In addition to the free visit to any Starbucks coffee shop, it also prohibits “discrimination or harassment, alcohol consumption, smoking, vaping, drug use, and panhandling.” People who violate the rules will be asked to leave the coffee shop, and employees may call the police.

According to the company, before the new policy is implemented on January 27, store managers will be given 40 hours to prepare stores and employees. Trainings will also be held for the staff.

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At the same time, customer service will be made more “hospitable” and additional services will be offered, such as free refills of drinks already ordered.

The new purchase requirement reverses a policy Starbucks introduced in 2018 that allowed people to use its cafes and bathrooms even if they didn’t buy anything.

The previous policy was introduced a month after two black men were arrested at a Philadelphia Starbucks while waiting to meet another man.

Officials said the men asked to use the restroom, but an employee denied the request because they hadn’t bought anything. One of the employees then called the police, and part of the ensuing encounter was videotaped and viewed by millions of people online, sparking boycotts and protests.

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Дзвенислава Карплюк
Editor