‘Slow and steady wins the race’...maybe, but nothing can beat being prepared. After having been closed for so long (business-long), businesses must ensure a ‘safety first’ approach to reopening. All such rules and guidelines should be made known to the general public and mainly to a store’s employees, its customers and clientele. Guidelines can be posted on social media, on the company’s website, and at the entrance to stores.
The need to plan ahead is not limited to this initial transition back to work, but rather includes preparing for likely employee - customer relations scenarios that will arise as a result of business unusual.
In particular, development of a protocol to limit the spread of COVID-19 is essential. If it is heard of that someone contracts the dreaded disease within your organisation, the after effects may be long-term. Likewise, employers should plan for how to respond to employees who are are fearful of returning to work. At this point, many are not just concerned, but fearful. A real fear exist, especially in mothers of young children. Employees’ mental health will also need to be addressed. Employers would also do well to address the issues relative to an employee’s ability in returning to work, things such as child care, as school remains closed or the fact that young ones need supervision for online work; or elder care responsibilities.
These are near-term solutions to show your staff, your customers and the general public that you are committed to ensuring their well-being and safety while at your store. Necessary precautions would see to it that safety goes much further than just having hand sanitizer stationed outside before entering your store.
Store owners can make sure they have disposable masks for shoppers who show up without any, rather than turn away an enthusiast or run the risk of getting into an unwanted argument with a customer.
For customers who prefer to not wear a mask, store owners can suggest that they shop online or use their curbside pickup. There is need now for serious ‘ATTITUDE ADJUSTMENT’.
Inevitably, reopening will bring customer service challenges and store owners should anticipate them. There will be issues when it comes to enforcing social distancing measures as some people won’t necessarily follow all the rules. Policies should be in place if there is a situation where someone seems ill; and of extreme importance, how to deal with a public on edge as everyone is trying to re-adjust and get their business done.
The visual of your store will indeed have some bearing on your prospects. Imagine looking in through a store’s window and seeing just about 1/3 of the crowd wearing masks, while the store clerk or cashier also isn’t wearing one. How would you feel? What triggers would that set off in your already panicked mind? Most prospects would formulate the assumption that they would be at risk going into your store because of that visual. And if your sales clerks aren’t wearing masks, you’d be sending a much worse message.
Workplace Policies and Other Practices and Training would need to be formulated. Businesses can develop new, or update existing policies and other practices. These should be communicated to employees in layman terms, including formal training. Policies to consider can include: (where applicable)
☐ Paid time off from work (e.g., paid sick leave, vacation, personal days, etc.).
☐ Leaves of absence (e.g., family and medical leave and accommodation requests, including whether medical certification can be obtained.
☐ Complaint procedure and conducting remote investigations.
☐ Whistleblower protections, with a particular emphasis on protocols for
responding to staff complaints of violations of COVID-19 laws. (hopefully before it hits social media)
Employers might want to consider possible changes in work hours and pay, shift schedules, duties, etc. New cleaning and sanitizing protocols will also need to be put in place.
A business’ new social-distance protocol should be in line with a country’s new Covid legislation.
Communication is Key at this time.
Let your customers now what has changed – masks, social distancing, etc. – and what hasn’t changed - your commitment to keeping each employee and customer’s safety as priority.
Decide what activity your business will halt for the time being. In some international departmental stores, they have suspended things like bra fittings and not allowing customers to try on clothing. Beauty and make up parlors have entirely stopped makeovers.
Whatever changes you are making, be sure you tell your customers in advance. Make sure to inform them in a calm and reassuring manner, so as to quell any anxieties shoppers might feel.
Whatever measures you implement, be sure to over communicate it.
