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Once the police arrive, calmly convey what happened to the officer and wait for further instructions from the officer. The officer will use their discretion to determine the next steps for the customer. This is now out of the hands of the business owner and the employee.
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It’s always important to practice good customer service. Work with your employees ahead of time to train them on listening carefully to customers’ concerns, and on de-escalation and conflict resolution techniques. Approach the customer and ask them to put on a mask (a face covering will do, see above) while inside your business. Tell the customer it’s a State requirement. If you have the ability to provide masks, then offer a mask. This mask can be free or for purchase.
It’s helpful to put up signs telling customers that wearing a mask is now required in Wisconsin. Updating your web presence would also be helpful.
Take that person at their word. No further action is needed.
Again, working with employees ahead of time is important, and education is really important as well as good listening and de-escalation techniques. Tell the person they are violating the State order by being inside your business without a mask. If need be, use your discretion and call the Green Bay Police using the non-emergency 920-448-3200 number.
Interactions with customers who refuse to wear masks are similar to those interactions with customers who don’t wear a shirt or shoes, or who are intoxicated, disruptive, and the like.
Under the State order, all individuals in your office are required to wear masks while they’re working if they are in the same room or enclosed space as other individuals outside of their household or living unit.
The ordinance does not mandate that employers supply employees with masks. It would be a nice gesture, however.
If you have a license from the City of Green Bay, the condition of your license is that you obey all of the laws, not just those pertaining to the license. Any business that violates the ordinance may be subject to administrative action for any licenses issued by the City of Green Bay.