Late last month we surveyed Mode retailers to take their pulse on the current state of the Canadian fashion industry amid the COVID-19 pandemic.
One of the specific questions we asked our retailers was: How have you prepared or are preparing to open your storefront to ensure your customers feel safe shopping?
We received an overwhelming response from retailers across the country who let us know what they’re doing to ensure the safe opening of their shops in light of the COVID-19 pandemic and current government regulations.
Here’s just a few of the responses we received. They have been condensed and edited for clarity.
“We sanitize everything, host private appointments, and we required everyone including all the staff to wear masks. We’ve had to change curtains to doors on all fitting rooms. We purchased a desk shield and all clients must wear gloves while looking through the gowns. Everyone must sanitize their hands as well, and shoes must be worn in the store. We wash our floors constantly.“
Hand sanitizer and masks are a MUST in our store. We offer appointment shopping only. We’ve also reorganized the store for physical distancing. Any clothes that have been tried on are cleaned and put aside for 72 hours. We wipe down change rooms frequently, and are debit/credit card machine is sanitized after every use.“
We are open and have rearranged furniture to create a one-way flow through the store to promote social distancing. We ask all clients to please sanitize their hands upon entry and we have installed plexiglass screens to protect staff and clients. We also clean the door and debit/credit card machine frequently.”
All staff and customers are required to wear face coverings/masks. We have made hand sanitizer available throughout the store and have plexiglass shields set up in long exposure areas following government recommendations. We are also offering curbside pickup for clients not feeling comfortable coming into the store and have reduced days and hours we are open too.“
I have re-merchandised my store to allow for more circulation space and am limiting four people into my store at any one time. The store is more than 2,500 square feet so we are allowing for a lot of individual space. We have a hand sanitizing station and plexiglass barriers at the front desk. I have two members of staff on at all times and insist on mask-wearing and hand sanitization on arrival. I removed all curtains and soft furnishings and will only allow one person into my four-person dressing room area at one time rotating the use of each room and sanitizing after each use.
While many cities and provinces have issued formal guidance and bylaws regarding the safe opening of indoor retails establishments, many people feel the need to push back on these rules. So, how do you deal with customers who don’t respect these rules you’ve worked hard to put in place to keep your business open, your employees safe, and to prevent the spread of the virus?
Here’s some advice we’ve gathered up to make sure you know what to do if you encounter someone who doesn’t agree with the rules you’ve put in place.
Post clear, visible signage of your in-store policies
The easiest thing you can do is make sure your storefront, website, social media, and other customer-facing outlets outline your store’s rules clearly and concisely. Make sure your signs are visible from the outside of your shop, in large writing, so customers know that masks are part of your policy.
Educate your staff on the policies you’ve put in place and support them
This is a very hard time for employees. Working in a retail store, many aren’t used to having to enforce such strict rules that have to do with safety and healthcare. So letting your staff know of your policies and procedures is a must.
However, supporting them, when they have to enforce these rules, is even more important. We know from many viral videos, customers can be abusive in the way they speak to those in retail, especially when it comes to wearing masks in indoor spaces. So, when it comes down to it, telling your employees and staff you will support them and back them up when it comes to difficult customers, will go a long way.
Offer free masks, gloves, and hand sanitizer
To make it easy for customers to follow your procedures, having masks, gloves, and hand sanitizer at the entrance for free to customers is an easy way for them to comply with your rules.
Know the customer isn’t always right
If a customer refuses to comply with your rules, it’s more than okay for the safety of your other customers and staff, to refuse their business.
Even though this might affect your business short-term, supporting and putting the health and safety of your employees, and other compliant customers above everything else will pay-off in the long run.