Starbucks Creates Policy on Nonpaying Guests
20 May 2018 - 2:29AM
Dow Jones News
By Julie Jargon
Starbucks Corp. said Saturday it is creating an official policy
that allows all guests to use its cafes, including its restrooms,
whether or not they make a purchase.
The policy comes a month after a Philadelphia manager called the
police in April about two black men who asked to use the bathroom
without purchasing anything and then allegedly refused to leave the
cafe when asked.
Starbucks baristas and store managers have long found the coffee
company's guidelines on how to treat lingering nonpaying guests
vague at best. One company executive told the Journal the guidance
on nonpaying guests had long been a gray area, which the
Philadelphia incident brought to the forefront.
The company said at the time that it had different guidelines
for its 28,000 stores globally, depending on the market. The new
policy will apply to its more than 8,000 U.S. company-operated
cafes.
On Saturday, the company told its employees in a letter that
"any person who enters our spaces, including patios, cafes and
restrooms, regardless of whether they make a purchase, is
considered a customer."
Under the new policy, when a customer is "behaving in a
disruptive manner," employees should follow the company's procedure
on handling disruptive guests, which will contain some new
guidance, a spokesman said. Starbucks didn't say what that
procedure entails or define what constitutes disruptive behavior.
If a situation presents an immediate danger or threat to employee
or customer safety, Starbucks employees should call 911, the
company said.
Starbucks said customers should use spaces as intended, be
considerate of others, and act responsibly.
During a talk about corporate responsibility at a Washington,
D.C., think tank earlier this month, Starbucks Chairman Howard
Schultz told attendees: "We don't want to become a public bathroom,
but we're going to make the right decision 100% of the time and
give people the key."
The Philadelphia store where the two black men were ultimately
arrested had signs informing people the bathrooms and cafe were for
paying customers only. The guidelines at that store were for
employees to ask nonpaying guests to leave.
On May 29, Starbucks plans to close its company-operated cafes
in the U.S. for the afternoon to provide employees with anti-bias
education.
Write to Julie Jargon at julie.jargon@wsj.com
(END) Dow Jones Newswires
May 19, 2018 12:14 ET (16:14 GMT)
Copyright (c) 2018 Dow Jones & Company, Inc.
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