Advice on dealing with anti-maskers in small business retail

The latest lockdowns in New South Wales and Queensland have seen small business retailers confronted by anti-maskers out to make a point for their nutty views. Vocal anti-maskers in-store make for a possibly unsafe workplace.

While we are not legal experts, we offer the following advice to retail business owners:

1. Provide your staff with appropriate personal and business equipment for their protection: screens at the counter, masks, hand sanitiser … all backed by appropriate Covid protection protocols. Keep this updated. For example, have an endless supply of masks available.
2. Ensure customers know, from front of store signage and social media posts, that masks are required in-store. Use clear signage.
3. Have masks available at the entrance to the shop for customers, for free.
4. Demonstrate active understanding of situations where someone may not be able to wear a mask, for health reasons for example.
5. Have a protocol for dealing with a vocal and / or threatening anti-masker and ensure that all staff know the protocol. This protocol should include a means by which a situation can be easily reported – a specific bell ring, for example.
6. As the business owner, be engaged in dealing with anti-maskers.
7. Meet with employees regularly to talk about the situation, to decompress. Make sure they understand and see that you support them.
8. If the business is being targeted at all, position yourself at the front of the shop to run defence.
9. The goal has to be to not directly engage with an anti-masker, to avoid making the situation worse, but to get them out of the shop as quickly and efficiently as possible.
10. Ensure your CCTV is working, so you have evidence or any portable offence.
11. Engage the police for any unsafe or threatening behaviour.
12. Appreciate good customers in-store and on social media – celebrate their actions for making the shop safe.
13. Put the health and safety of employees ahead of what a customer may think is their right to free speech. 

Dealing with anti-maskers in a retail business is all about leadership. The solution has to be set and led by business owners. leaving it to front line retail staff to deal with would be, in my view, an abrogation of responsibility. Show your employees how much you care about them by actively engaging on this issue.