Will Starbucks’s New Coffeehouse Code of Conduct Make It Better? | Eater
"Under new CEO Brian Niccol, the chain is rolling back several modernizations to recapture a cozier vibe: baristas will again hand-write customers’ names with Sharpies (replacing 2016-era printed stickers), the self-serve condiment bar will return, and in-cafe customers will receive free refills of drip coffee and tea served in ceramic mugs or clean personal cups (it’s unclear whether reusable cups will receive handwritten names). At the same time leadership has introduced a Coffeehouse Code of Conduct that limits use of seating, patios, restrooms, and even filtered ice water to paying customers or companions, a reversal from a 2018 stance—adopted after three Black men were wrongly ejected from a Philadelphia location—that had allowed non-paying visitors. Company communications framed the policy as a practical way to prioritize paying customers, but critics say these gestures won’t address bigger problems: sharp price increases (with lattes cited as high as $9), understaffing that leaves stores dirtier and orders slower, long-running worker complaints and unionization efforts, and the fact that about 70% of orders come through the mobile app or drive-thru, limiting the impact of more personal in-store touches. Observers argue the company will need deeper changes—better treatment of workers, more competitive pricing, and a way to make everyone feel welcome regardless of purchase—to truly win back customers amid rising competition from chains like Dutch Bros and 7Brew." - Amy McCarthy
