It’s no secret that our “new normal” is a crazy place, and not everyone is adjusting well. One thing that many essential businesses have had to deal with since the onset of COVID-19 led to mask laws and social distancing requirements are customers who simply think that the new mandates don’t apply to them. There have been many stories in the news featuring irate customers losing their tempers on employees, some leading to arrests for assault, menacing, or disturbing the peace. It seems as though for every 20 customers who follow the new mandates, there’s at least one who will protest and make a fuss. Thankfully, there are many ways to deescalate these situations before security workers and the police need to get involved.
Make Your Policies Obvious
The first that you need to do is make you policies very obvious. Place signs on the door stating that anyone who enters must wear a mask and abide by social distancing protocols. Since some people may not be aware of this until they arrive at your door, have some disposable masks handy for them at no charge. This shows that you’re so serious about having them comply that you’re willing to give away something (even if it’s just a paper mask) to ensure their safety and that of those around them.
Use Employees as Gatekeepers
If you do plan to make masks mandatory, it helps to have an employee (or two) serve as a gatekeeper. Station these workers at the entrance to your store. Their job is twofold. One, they need to count the number of people heading in to make sure that there’s plenty of space for social distancing. And two, they should ensure that every patron entering your establishment is wearing a mask. Those who don’t wear one need to be stopped at the doors and informed of the new protocols.
Talk Calmly to Customers Who Won’t Comply
This is the most crucial part of the process. Some people may get combative with your employees when they’re refused entry. It’s very important to deescalate the situation at this point. Rather than embarrass the customer, step aside or pull them to a private area and listen to their side of the story. Ask why they aren’t wearing a mask. Maybe they have anxiety and a mask makes them claustrophobic, thus setting off their panic disorder. Maybe they think that the virus is a hoax and that wearing a mask infringes on their personal liberties. No matter the reason, give them a chance to speak first.
Come Up with a Mutually Agreed Upon Solution
Since you can’t allow a customer not wearing a mask to enter your store and possibly endanger others, have your employee suggest a number of alternative solutions. For example, you could have the customer shop online and have their products brought out to their car. You can also verbally take their order and shop for them. There are many alternative ways to make the customer happy, while keeping everyone safe, so work through them in order to find something that works for both parties and ensures everyone’s safety.
Be Prepared to Lose a Customer or Two
Finally, remember that you can’t please everyone all of the time. Some customers are still going to be irate at their inability to enter the store and shop on their own terms. And that’s ok. They will go elsewhere, and they may not come back. You need to be ready to lose a few irrational customers and deal with some negative reviews.
In the end, your safety and the safety of your employees and customers is the highest priority. So, for those customers who refuse to comply with new mandates, it’s simply best to make your best efforts to accommodate them but ultimately part ways if they cannot respect the precautions that you’ve put into place.