(WWJ) With masks now mandatory in public in Michigan to combat the spread of the coronavirus, many hospitality workers find themselves having to enforce the order.
To help them learn how to avoid a conflict, the Michigan Restaurant and Lodging Association held a Zoom meeting for restaurant workers focused on how to deescalate difficult situations.
Among the presenters was John Harris, a former law enforcement officer and owner of JCH Security Consulting in Wyandotte.
"A customer who's upset may taunt you, may call you names. You've got to keep yourself under control," Harris told attendees. "One person in the argument has got to keep under control."
Along with keeping your cool, Harris recommends the following:
- Don't yell at the person.
- Never put your hand on someone.
- Keep your distance.
- Be respectful, but firm.
- Give an angry customer an "out."
- If you do feel threatened, call 911 or simply leave the area.
Presenters said it's also important that businesses post signage outside a restaurants and stores clearly stating that masks are required to enter. Those messages should be posted on a business's website, too.
Under Gov. Gretchen Whitmer's Executive order 2020-147, businesses are required to refuse entry or service to people who are not wearing a face covering, with few exceptions.
Since the stricter rules too effect on July 13, there have been multiple incidents involving customers arguing over the mask rule reported.
Utica police say they looking for a man who punched a manager and bartender at the Black Rock Bar and Grill, after he refused to put on a mask was asked to leave. In the Lansing area, a knife-wielding man was fatally shot by a deputy after he stabbed a man who told him he needed a mask in a convenience store.
Walmart has said it will post a specially-trained "health ambassador" at the door of each of its stores whose job it is to remind customers that masks are required.
