How to Deal with Customers who Don't Want to Wear a Mask in Your Salon

In our new reality, clients in salons must wear face masks as announced by the government from the 8th of August. In settings where face coverings are required in England, there are some circumstances, for health, age or equality reasons, where people are not expected to wear face coverings. Clients do not need to wear a face covering if they have a legitimate reason not to.

The problem, however, arises, by the fact that clients need not provide evidence of being exempt from wearing a mask. The government guidelines on this topic state that those who have an age, health or disability reason for not wearing a face covering should not be routinely asked to give any written evidence of this, this includes exemption cards. No person needs to seek advice or request a letter from a medical professional about their reason for not wearing a face covering. So how can you deal with a client who’s refusing to wear a mask in your salon?

1. Make Your Signage Abundantly Clear

Clear signage in the window of your salon and on your social media that masks are necessary to get a treatment in your salon, clinic, or spa - will discourage clients who don’t wear mask to attend. Vernal announcements (over the phone prior to the appointment or at the entrance), signage and visual cues can be used. It can also help to clarify that you’re not only doing this for the client - but to also keep the team and their family safe.

2. If Possible, Give Masks Away for Free

Many salons at the beginning of the pandemic, stocked up on face coverings for clients. If you can, to encourage compliance with the government rules, give these away for free or at a small cost to clients - this makes it much easier for a customer, to adhere to the guidelines and can defuse a situation is the customer has forgotten to bring their mask and is too frustrated to return home to get it.

3. Train Your Employees and Provide Support to Rule Enforcers

Employees need be aware of all the latest government guidance updates and what they should expect from clients so that they can relay them to customers with ease. It’s important they feel confident and supported to stand against a customer when needed but for their own safety, they should avoid arguing with customers who refuse to wear a mask which could potentially escalate a situation. Above all, they should not attempt to apprehend resistant customers, block customers from entering or exiting the store, or physically force customers to leave. Employees should remain calm, discreetly call security (if possible) or local law enforcement, and allow the police to handle it.

4. Assign the Best Employee to Communicate Your Mask Policy

Every employee has a different skillset. Utilise the skills of those employees that are naturally charming and disarming to pleasantly inform the customer of the mask policy to encourage compliance. Instead of being demanding with a customer who refuses to wear a mask, try a softer approach. It may not always work, but this is about minimizing the issues when possible.

5. Refuse Service

When the worst comes to worst, you can feel confident to refuse service if you are not comfortable providing your service to a client who is not following coronavirus health and safety regulations. Health Secretary Matt Hancock has clarified that shopkeepers “can refuse entry” to people not wearing coverings and said employing the use of police enforcement may be treated as a last resort. While it may be a loss to lose customers, you will be creating a safe working environment for you and your team. By supporting your employees and your customers that obey the rules, you will create a sustainable business in the long-term, and show your support for the community and the immunocompromised.