Starbucks is training staff how to de-escalate conflict after taking away a popular customer perk, and even installing ‘panic buttons’ in some shops.
Earlier this month, the coffee chain announced that customers will have to make a purchase to enjoy its spaces, including restrooms.
The shift marked the end of a seven-year experiment in open-door inclusivity, which allowed Americans to visit locations without buying anything.
In preparation for any anger or conflict that could arise from this, Starbucks is conducting three-hour training sessions for employees.
A set of documents from the barista training tells workers that they should ‘leverage de-escalation tactics’ if regular customers refuse to comply with the new rules, Business Insider reported.
And some coffee shops even have a ‘panic button’ to help workers ahead of a potential increase in altercations with customers.
One Starbucks employee in Center City, Philadelphia, said there is an emergency button which locks the store’s doors to new customers while still allowing those in the store to exit.
As a result of the new rules, he anticipates workers will be subject to more harassment and ‘verbal abuse’ from customers, Fortune reported.
Starbucks is training staff how to de-escalate conflict after taking away a popular customer perk
‘We know that these situations are going to happen more frequently in our store,’ the anonymous employee told the outlet.
‘And we will not be able to take the measures that we need to make ourselves safe.’
He said the panic button also alerts an internal security team, but he has not been briefed on when it is appropriate to use the button.
Starbucks said it has only implemented the button in around five locations nationwide as part of a test to optimize in-store security, and will not be expanding the measure to all other stores at this time.
The employee said long lines due to a build up of mobile orders and complicated menu items can lead to a higher number of frustrated customers.
According to Business Insider, the training included specific scenarios including what to do if a regular customer sits in-store for a ‘prolonged’ amount of time without buying anything, or asks to fill up a water bottle without making a purchase.
The open-door policy will be reversed beginning on January 27, and is part of a wider set of changes new CEO Brian Niccol is bringing in at Starbucks.
The chain is making sweeping changes in a bid to win back customers after three consecutive quarters of declining sales.
The policy is part of a slew of changes brought in by new CEO Brian Niccol
Starbucks’ new code of conduct, which takes effect on January 27, mandates that cafes, patios, and restrooms are reserved only for paying customers, their guests, and employees
The new rule mandates that cafes, patios, and restrooms are reserved only for paying customers, their guests, and employees.
The rules explicitly ban harassment, smoking, outside alcohol, drug use, and panhandling. Violators will be asked to leave, and law enforcement may be involved if necessary.
Starbucks spokesperson Jaci Anderson emphasized the intent behind the new rules: ‘We want everyone to feel welcome and comfortable in our stores. By setting clear expectations for behavior and use of our spaces, we can create a better environment for everyone.’
The previous open-door policy was put in place in 2018, after two black men were arrested at a Philadelphia Starbucks where they had gone for a business meeting.
The arrest, which was caught on video, was a major embarrassment for the company.
It sparked national outrage leading to a temporary closure of all US stores for racial sensitivity training.
At the time, Starbucks Chairman Howard Schultz said he didn’t want people to feel ‘less than’ if they were refused access.
‘We don’t want to become a public bathroom, but we’re going to make the right decision 100 percent of the time and give people the key,’ Howard Schultz said at the time.
A Starbucks worker in Philadelphia said long lines due to a build up of mobile orders and complicated menu items can lead to a higher number of frustrated customers
In 2018, Rashon Nelson and Donte Robinson, both 23, were arrested at a Philadelphia Starbucks when a manager called to complain about them loitering
But this decision has not been without its issues, with many baristas reporting dealing with loitering, inappropriate behavior, and even dangerous situations.
In 2022, Starbucks closed 16 stores, including locations in Los Angeles and Seattle, citing safety issues such as drug use and disruptive conduct.
Starbucks North America President Sara Trilling said at the time: ‘There is a need to reset expectations for how our spaces should be used, and who uses them.’
CEO Niccol has vowed to restore Starbucks’ reputation as a community hub by reintroducing cozy furniture, ceramic mugs, and condiment bars – features that had been removed during the COVID-19 pandemic.
