Starbucks Is Bringing Back Its Condiment Bars and Reusable Mugs
These latest policy changes are part of the company’s effort to revamp the chain’s atmosphere.
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Take a moment to picture Starbucks in the 2000s. Remember how we’d hang out for a while sipping our drinks instead of dashing to pick up a mobile order? Remember how personal it felt to find your name handwritten on your cup? Well, CEO Brian Niccol is hoping you do. Tapping into that nostalgia and bringing back some of the chain’s former coziness is part of his plan to revive declining sales.
This week, Starbucks announced two policy changes that recall those pre-pandemic days. Coffee and tea orders placed in stores “for here” will be served in ceramic mugs, glass cups or personal cups. (Though reusable cups have always been available on request in some stores, they largely disappeared to avoid spreading Covid-19.) Even more exciting, customers can now get free refills on those “for here” drinks, a perk that used to be exclusive to rewards members.
The condiment bar is also coming back, so customers will be able to add their own milk and sugar to their drinks. This will remove some work from the baristas’ plates, streamlining service and allowing customers to make their orders exactly how they want them — one of the chain’s hallmarks. Like reusable cups, condiment bars were scrapped in response to the pandemic. According to Niccol, customers have been asking for them to return.
These shifts are part of a larger effort to supposedly make stores more welcoming. For instance, baristas will start handwriting customers’ names on orders again.
On the other hand, Niccol reversed an open-door policy in place since 2018 that allowed anyone to sit or use the restroom without making a purchase. The policy was enacted after a manager called the police and two Black men were arrested in a Philadelphia Starbucks. The men had asked to use the bathroom, but were told they had to make a purchase. They then sat at a table to wait for a friend without making a purchase. The men ultimately were not charged, but the incident sparked public outrage and prompted Starbucks to educate its employees on racial bias.
In addition to reversing the open-door policy, Starbucks included bans on discrimination, harassment, panhandling, consuming outside alcohol and drug use in its posted Code of Conduct.
A Starbucks spokesperson cites the changes as a “practical step” to help employees “prioritize our paying customers” and create a “better environment” at Starbucks locations, as reported by CNN.
Niccol is also overhauling Starbucks’ menu, which he called “overly complex.” Roughly 30 percent of food and beverage items will be eliminated. While specifics haven’t been announced yet, the chain has already ditched its olive oil drinks and iced energy drinks. Meanwhile, it’s launching items such as its cortado and a matcha latte inspired by Dubai chocolate. And stores will no longer charge extra for non-dairy milks — a big win for nearly half of customers who order alternatives — but discounts will become rarer.
As Starbucks reworks its image and atmosphere, it’s unclear which tweaks will be successful. Will condiment bars make the morning rush less hectic? Will ceramic mugs help us relax? And will reversing its open-door policy truly make its stores feel more welcoming?
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