How do you recommend handling people who claim to have medical exemptions for masks?
Carefully. How best to respond to claims of medical exemptions will likely evolve over time, and will also vary based on the jurisdictions you operate in. Plan and vet your organization’s position and response to this type of claim to ensure it aligns with current requirements and guidance from federal, state/provincial, and local health authorities, and your legal counsel. Train your staff to respond accordingly to ensure an interaction with a customer or client aligns with the appropriate response and does not create greater problems than the absence of the mask.
Often we have guests suggest we are over signing our new precautions and guidelines – which causes them not to read the signs. What are other ways to communicate social distancing / safety precautions so that guests feel prepared for their visits?
Finding the right balance for signage can be challenging. If you have deployed signage and you are receiving consistent feedback from patrons that it is overwhelming or confusing, you should definitely re-evaluate your communication strategy. Communicate what guests can expect across all of your communication platforms including online, by phone, and within your physical signage. Be consistent, clear, and concise. You can also consider having a staff member act as a greeter to explain and reinforce the process and expectations upon entry.
What is your suggestion if a guest does not want to comply and refuses to leave the premises?
Have a predetermined plan in place, train your staff to act accordingly, and do your best not to cause a situation to escalate. The unfortunately reality is you may be forced to call security or police depending on how defiant the person is.