Retail Employees Struggle to Enforce Local Mask Guidelines in Stores

Retail has one cardinal rule: no shirt, no shoes, no service. Does the same apply for no mask?

It depends. In cities and states where authorities require face masks in public, some retailers instruct customers to cover up. But not all shoppers want to comply, leaving employees to double as mask police.

• The good cop approach: Avoid conflict. Even if customers ignore gentle reminders from employees and store signs, staff at Walmart and CVS are asked to serve them anyway.
• The bad cop approach: Get the real cops. Target employees are encouraged to call law enforcement when shoppers enter stores with their faces uncovered.

When those policies don’t work, things escalate quickly. At some 7-Eleven, Target, and Family Dollar stores, shoppers have assaulted cashiers and storefront security guards after they were refused service for not wearing a mask.

An extra wrinkle: Mask mandates vary by state. So Costco drew even more heat for requiring masks at all of its stores regardless of state guidelines. CFO Richard Galanti defended the policy to the WSJ: “If it’s the wrong decision, it’s a relatively small inconvenience.”