Cambridge Chamber of Commerce

The lifting of provincial and regional mask mandates is welcomed news for businesses and customers alike.

 

While restrictions remain in place for public transit, long-term care and retirement homes, shelters and jails, the decision to keep masking, vaccination, or daily screening policies in place has basically been left up to individual employers who must also consider their obligation to protect workers under the Occupational Health and Safety Act.

 

When it comes to businesses that wish to keep masking in place, setting out clear expectations in a policy is essential – especially for businesses that are public-facing, says Dr. Nadira Singh, Chair of Business at Conestoga College Institute of Technology and Advanced Learning.

 

“The first thing you have to be clear about is posting your signage. You have got to let people know you are protecting your staff and your customers,” she says, recommending businesses also post any policies on their social media channels as well. “You want to make sure they feel safe being in your business.”

 

Carrie Thomas, founder of Nimbus HR Solutions Group, agrees and recommends changing the wording on signs to ‘freshen’ that messaging and suggests even moving them to another location in the business to draw renewed attention.

 

“Sometimes, we get so used to seeing something that we don’t see it anymore,” she says. “That’s how humans are built.”

 

Consistency, says Carrie, is key and that really knowing your customer base or employees can assist employers anticipate any potential reactions.

 

“You have to make sure you communicate your policy to them,” she says, noting that conveying to them the policy may be reviewed considering how rapidly public health directives can change may allay concerns, especially if someone is confrontational. “That would not be an untrue statement because many businesses may decide to review their policies on a monthly basis, while others may look at it on a weekly basis.”

 

Having a well-thought-out policy in place that employees can clearly deliver and understand will provide them assistance when working with customers.

 

“As individuals enter a business, hopefully they have seen the signage and will comply. But if they don’t, then we need to ask them for compliance,” says Nadira, adding training employees to read verbal and non-verbal cues has become vital during the pandemic when it comes conflict resolution. 

 

She says offering alternatives to customers, such as providing them with masks if they don’t have one with them or offering curbside pickup, may help. 

 

“You want to make sure you are keeping your customers and that at the end of the day, you are also protecting everybody,” says Nadira.

 

Carrie agrees and suggests keeping the politics surrounding COVID-19 out of any policy decisions, noting talking with employees should be the first step.

 

“You need to talk to your staff and figure out where the comfort level is for all of you,” she says, explaining that focusing any policy on the health and safety of your employees and customers sends a more positive message.

 

She says showing employees they are valued will go a long way.

 

“Trying to find employees is tough right now,” says Carrie. “I said at the beginning of the pandemic, how an employer treats their employees through this is going to determine how easy it is to find staff after it ends. The employers who have taken care of their people during COVID-19 are not the ones who are going to have a problem finding staff.”

 

For more about Nimbus HR Solutions Group, visit https://bit.ly/3DgoWve

 

 

Key pieces to a mask policy:

  • Education & training
  • Creating a clear policy
  • Offering alternatives to customers
  • Referencing Occupational Health and Safety Act regulations

 

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