Starbucks Implements New Bathroom and Water Policies Amid Employee Concerns
Starbucks has informed its workers about methods for de-escalating tense interactions as the coffee chain rolls out new bathroom and free water policies.
Some store employees express concerns regarding the enforceability of these new policies. Managers have been conducting three-hour meetings to discuss new guidelines that are part of the "Coffeehouse Code of Conduct."
One significant change requires Starbucks visitors to purchase something to receive a cup of water or to use the bathroom. This informal policy shift reverses the chain's open-door policy implemented in 2018, which followed an incident in Philadelphia where a Black man was arrested for asking to use the restroom without making a purchase.
A store manager mentioned to Business Insider that the new policy might simplify the process of removing disruptive or potentially dangerous individuals from the premises.
"We're really being given more of an ability to protect the partners, especially in high-incident stores," the manager commented. Starbucks calls its employees "partners."
This goal of creating safer environments in "high-incident stores" aligns with CEO Brian Niccol's vision for Starbucks locations to become inviting spaces where customers feel comfortable lingering. The chain has faced declining sales both in the United States and worldwide.
Nevertheless, several Starbucks employees have expressed skepticism about the implementation of the new policy starting next week.
A Florida partner noted that employees might continue to serve water to customers who haven't made a purchase to avoid confrontational situations. "They're just going to walk over, scoop up a water, and give it to the person to get them the hell out of there and not argue," the partner predicted.
Starbucks spokesperson Jaci Anderson stated, "We're training our partners to ensure that everyone who visits our store has a great experience… treating them with kindness, respect, and assuming positive intent."
During her meeting, the Florida partner learned that employees should remind customers about the new policy if they request water or bathroom access without making a purchase. They were also taught de-escalation tactics for potential confrontations.
However, employees were advised not to follow customers out of the store if they violate the new guidelines. This mirrors Starbucks' existing policy regarding shoplifting, which prohibits employees from confronting suspected thieves. "It is against policy to confront them," the partner explained.
Other retailers, like Walmart, have comparable policies that prevent employees from taking action against suspected theft.
Another partner in the South supports reserving free water and bathroom access for paying customers. "I don't think it's right for people to use our bathrooms unless they're a paying customer," he said.
Despite the new policy, he acknowledged that his store's bathrooms lack locks, which allows non-customers to use them. He mentioned that signs indicating "Customers Only" would be posted to reinforce the policy.
CEO Niccol has previously outlined a vision for Starbucks stores to be "inviting places to linger," emphasizing comfortable seating and a clear distinction between "to-go" and "for-here" service. However, the restrictions on water and bathroom access may contradict this vision, according to the Florida partner.
"We're supposed to be the third place where people come and hang out," the partner remarked. "That's where they've contradicted themselves."
