We’re received feedback from members that they are getting grief from customers who don’t want to wear facemasks in the wake of the recent Michigan Supreme Court ruling overturning Gov. Gretchen Whitmer’s state of emergency authority.
We’re providing a new sign for you to use that shows you still need to require facemasks, under the subsequent order issued by the Michigan Department of Health and Human Services (MDHHS). You can download it here.
And remember our six tips for de-escalating situations that get tense with customers:
- Greet customers calmly and professionally. Calmness models calmness.
- Listen intently to the upset customer; don’t be distracted.
- Be genuine and when responding, repeat three words the customer used, so they know you heard them.
- Summarize the problem so the person knows you have an accurate picture.
- Emphasize the process to follow in order to resolve the problem.
- Provide options to make the customer feel in control. (curbside or delivery)
In addition, explain to belligerent customers that you could face big fines from MIOSHA if they believe you are endangering employees by not requiring face masks. You’re asking for their cooperation to help you stay in business.