How to emphasize safety when reopening your business

The world is gradually emerging from the COVID-19 pandemic. That’s good news for small businesses, many of which struggled to stay afloat as social distancing measures and capacity limitations restricted how many customers they could welcome into their establishments.

Reopening a business poses a host of new challenges for small business owners, including how to welcome customers back while still employing safety measures designed to keep people safe. Business owners are navigating unchartered waters as economies reopen, so there’s no battle-tested playbook to look to for strategies about safely reopening. Some customers may be less willing than others to cooperate with safety protocols, and that can put business owners in awkward, potentially unsafe positions. Business owners who feel threatened or feel their customers are being threatened are urged to contact law enforcement in such situations. In addition, there are other ways to emphasize safety when reopening your business to more customers.

Be proactive.

A proactive approach involves being as clear as possible about the rules inside your establishment. Post clear signs about mask-wearing and capacity limits in several easily visible locations throughout the establishment. List such guidelines on the front door of the business so there’s no confusion about the policies in place. Business owners who have a list of customer email addresses can send out a mass email informing customers about the policies. Such policies also can be shared through social media platforms. Explain the reasons behind the policies, such as a goal to protect at-risk employees and kids.

Emphasize de-escalation.

Businesses have dealt with unruly customers since the beginning of time, and de-escalation has long been a go-to strategy to successfully address conflict. Employees should be trained in how to de-escalate a situation. Strategies such as speaking calmly and resisting the urge to blame customers can help keep a conflict from boiling over. Business owners can speak with local law enforcement or chambers of commerce for advice on deescalating conflicts in their establishments.

Provide alternatives.

Given how difficult life has been during the pandemic, it’s understandable that so many people simply want to put it all in the rearview mirror. But public health agencies like the Centers for Disease Control and Prevention continue to urge people to keep their guard up a little while longer. Businesses can speak directly with customers who are resisting ongoing safety measures and provide alternatives so they can still get what they need. Continue to offer curbside pickup services and emphasize alternatives to in store shopping, such as buying online or over the phone.

Businesses have waited a long time to fully reopen. Safety should be a part of that reopening, and business owners can employ various strategies to avoid potentially difficult situations with customers as everyone grows accustomed to post-pandemic life.