Managing COVID-19 Reopening: Tips For Texas Businesses.
Businesses are opening back up in Texas and there are different requirements in place for this, based on the specific type of business. In general, retailers and service industry companies are encouraged to follow the minimum standard health protocols and procedures as provided by the Texas Department of State Health Services (DSHS).
The different protocols are based on the type of business and the phase when the business was allowed to reopen. In addition to the specific protocols the businesses must implement, there are also specific ones for customers or visitors – that the company is responsible for enforcing.
This leaves employees of businesses in the role of managing both business and customer/visitor/guest minimum recommendations. In some cases, individuals seeking to enter businesses, bars, gyms, restaurants, and retail outlets may not be compliant with these recommendations, which can add to the potential for conflict and disruption.
To help prepare employees for these situations, advanced training and understanding of protocols are essential. Practical strategies to deescalate situations or to encourage compliance include:
Review applicable minimum recommended health protocols – take the time to review the documents for minimum recommended health protocols for the business. Review them regularly, to keep them fresh in the mind of all employees.
Post protocols – posting the protocols on entrances to the business in large, clear, easy to read infographic types of posters prepares visitors and customers with regards to expectations.
Be consistent – consistently enforce the protocols, including the number of people in a group, the number of people seated at a table, and the need for social distancing while in the business. Being consistent with all customers and visitors eliminates the chance for conflict over some groups or individuals being given different treatment.
Develop a strategy – if employees experience conflict or challenge by customers or visitors, it is helpful to have a clear message and response. For example, if a large party will not respect the guidelines for numbers in a group, the employee should state the protocol and offer options. This may include seating the group at different tables but in the same area, respecting social distancing requirements. If the group is non-compliant at this point, immediately calling in a manager can be instrumental in deescalating the situation and minimizing disruption. Continuing to have the employee try to negotiate the issue is more likely to cause an increase in the conflict.
Model behavior – wearing masks, maintaining social distancing, limiting contact, and routinely sanitizing surfaces is essential to demonstrate to visitors that the business prioritizes following the DSHS recommendations.
Create spaces that limit the opportunity for non-compliance – for restaurants, bars, retail outlets, grocery stores, sporting venues, gyms, fitness centers, hair salons, and other types of similar businesses, removing extra chairs and tables, eliminating areas where people can gather, or limiting access at the main doors to manage interior capacity limitations sends a clear message that protocols are in place.
Many businesses also find email campaigns and social media messages to customers that provide advanced notice of the protocols. These messages help to prevent conflict and disruption by informing visitors of the safety expectations before they arrive.
