As of June 15, 2021, California has a statewide mask mandate requiring face masks to be worn by Californians whenever they are in public or in any business establishment where other people are present.
Per the mandate, face covers must be worn by anyone over the age of two, with some exceptions for kids under two years old and for people who are sleeping or eating. In addition to wearing masks, Californians should practice physical distancing of at least 6 feet from one another and from any face covering not of their own.
Masks should also be frequently washed, and additional protection should be taken when people are around other people not in their immediate household. It is also important to note that while masks are required in public, they are not required while exercising or swimming outdoors.
Can a business require customers to wear a mask in California?
Yes, a business may require customers to wear a face covering in California. In accordance with guidance issued by the Centers for Disease Control and Prevention (CDC) and California Department of Public Health (CDPH), all individuals aged two and older are required statewide to wear face coverings when outside of their residence, except in specified circumstances.
Face coverings are to be worn in public spaces, such as businesses, when conducting in-person transactions with the public or when coming within six feet of another person from outside of their household.
The California Department of Public Health strongly recommends that businesses utilize a secure online or delivery-only option for customers who may be unable or unwilling to wear face coverings. Business owners and operators should also consult local public health guidelines for additional requirements in their respective areas.
In addition, business owners and operators of shared workspaces that provide essential services should ensure that rooms or areas used by workers, customers, or other visitors allow for physical distancing of at least six feet.
For shared workspaces that welcome members of the public into a shared work space at the same time, there should be posted instructions in the space to ensure that visitors adhere to the established physical distancing requirements.
Furthermore, anyone in the shared workspace should wear a face covering if he or she is likely to come within six feet of other persons. If someone in the shared workspace refuses to wear a face covering, then the business owner or operator should request that the person leave the premises and take advantage of the secure online or delivery-only options that the business provides.
What to do if a customer refuses to wear a mask?
If a customer refuses to wear a mask, it is best to handle the situation as politely as possible. Start by asking the customer why they are refusing to wear a mask. Depending on their reply, try to find a compromise that both parties can agree to.
For example, if the customer refuses to wear a mask due to a medical condition, accommodation options could be discussed and arranged for the customer. It is important to ensure that the customer’s safety and health is prioritised, as well as the safety and security of the store.
If the customer’s refusal is not due to a medical condition, explain why wearing a face mask while inside a shared space is so important and necessary. Emphasise that this rule applies to everyone inside the store and that it is a matter of public and social responsibility.
If the customer still refuses to wear a mask, it may be necessary to ask the customer to leave the premises. Make sure to inform them that their refusal to comply with the store’s policy is what is leading to their expulsion.
Can I enforce mask wearing in my shop?
Yes, you can enforce mask wearing in your shop. Depending on your location, the rules around mask wearing may differ. If you are located in an area where masks are required in public, then you are legally obligated to ensure everyone who enters your shop is wearing a mask.
In such cases, you should have signage indicating the need to wear a mask while in the store. If anyone refuses to wear a mask, you can politely and firmly inform them that they must do so in order to enter and remain in your shop.
If they still refuse, you can ask them to leave and explain why.
Beyond simply requiring masks, you can also create a culture of respect within your shop by making a statement to employees and customers about the importance of following mask-wearing protocols. You can provide masks, if needed, and provide reminders about the need to do so.
You should also make sure that your employees are properly trained on how to handle any customers who may try to enter the store without a mask.
By taking proactive steps to enforce mask-wearing in your shop, you can help protect the health and safety of your customers and staff and create a welcoming environment for those who visit your shop.
Can you refuse to serve a customer?
Yes, a business can refuse service to a customer for a variety of reasons, such as if the customer is intoxicated or engaging in disruptive or unsafe behavior. Additionally, businesses are protected by law to refuse service to customers based on race, gender, religious beliefs or other protected factors, so long as the refusal does not constitute discrimination.
For example, if a customer arrives violating the store’s dress code, it would not be illegal to refuse service to that person. It is also important to note that while it is a business’ right to refuse service to particular customers, it is best practice to do so in a polite and respectful manner and as a last resort.
Can you refuse a customer for being rude?
Yes, you can refuse a customer for being rude. While providing excellent customer service is important, it is not necessary to continue serving someone who is being rude. Refusing service to a customer who is being rude is an appropriate response to ensure that they understand that inappropriate behaviour is not welcome.
In order to refuse service to a customer, it is important to remain calm and professional. Explain to them politely and firmly that you are unable to continue serving them in such a manner. After explaining, politely ask them to leave.
If the customer does not leave, you may need to contact the authorities for assistance if needed.
How do you deal with a disrespectful customer?
When dealing with a disrespectful customer, it is important to maintain a level of professionalism and patience. It’s important to remember that the customer may be reacting out of stress or frustration, so it’s best to take a deep breath and remain calm.
It is important to remember that the customer is not attacking you personally, so focus on addressing the customer’s issues and concerns.
The most important aspect of dealing with this customer is to remain patient and act with respect. It is never appropriate to be disrespectful in return, no matter how disrespectful the customer has been to you or your business.
Address the customer calmly and with respect, start by acknowledging the customer’s feelings and apologize if they have been made to feel mistreated. Then focus on offering solutions that can help address the customer’s needs or concerns.
It is important to remain professional and polite when dealing with an unhappy or disrespectful customer. It is also important to remain consistent in how you treat customers. Handling customer service issues requires a great deal of patience and understanding, but it is an invaluable skill in any workplace.
Can you discriminate against customers?
No, it is not acceptable to discriminate against customers. Discrimination of any kind is not tolerated in the workplace and all customers should be treated equally, with respect, and with the same level of customer service and attention.
Discrimination can take the form of making decisions based on a customer’s age, gender, race, disability, religious beliefs, or other factors. As a business, it is important to ensure that your company policies and procedures address discrimination and other prohibited practices as part of your customer service approach.
Setting clear expectations and consequences for any discriminatory behavior can be beneficial in preventing and curbing instances of discrimination. If a customer does make a complaint about discrimination, it should be taken seriously and should be dealt with in a prompt and appropriate manner.
Every employee should be trained on the company’s policies and procedures regarding discrimination and customers should be always be treated with respect.
How do you say no to a customer?
Saying “no” to a customer can be a difficult task, but it is essential to properly managing customer relationships. When it comes to saying “no” to a customer, it’s important to remain professional and respectful, regardless of how the customer may be behaving.
It’s also important to be clear and honest with the customer and provide reasons why you’re unable to fulfill the customer’s request. Confirm what you have heard the customer tell you before saying no.
Voicing understanding of the customer’s point of view before delivering the “no” can help ease any tensions that may arise and prevent the customer from becoming overly defensive. Ultimately, it’s okay to say no to a customer, as long as the customer feels that they have been treated with understanding and respect.
Make sure you end on a positive note, focusing on what you can do to help the customer rather than what you can’t do. By properly handling difficult customer situations, you can maintain a positive and productive customer relationship.
How do you politely refuse a service?
It is always important to be polite and respectful when refusing a service. The best way to politely refuse is to be honest but courteous. Start by thanking the person for the offer and make sure to show your appreciation.
Then, explain your reason for refusing. If possible, offer suggestions or alternative solutions. Reassure the person that you do not mean to be unkind or hurt their feelings in any way. Finally, end on a positive note, expressing your hope that you can work together in the future.