BRC recommendations on how to implement:
- Limit number of entry and exit points into and out of store. Consider having separate entrance and exit points if possible.
- Limit the number of customers in the store at any time. Assess the size of the store and its layout, this will enable you to calculate the number of customers who can reasonably follow 2m social distancing.
- Use a colleague to meet customers, explain the social distancing requirements and control the number of customers entering store at any one time. In some circumstances, that colleague may need to be SIA licensed.
- Consider whether temporary barriers should be available in case it is necessary to stop people joining a queue.
- Place clear signage outside of the store explaining the social distancing measures in place that customers should follow.
- Place markings outside the store to assist correct queue spacings.
- Speak to nearby premises to work together to manage possible shared queuing areas.
- Encourage customers to shop alone wherever possible. Please bear in mind that this is not always possible.
- Schedule deliveries to avoid crowding in delivery areas.
- Consider non-contact stock deliveries.
- Businesses in shopping centres should discuss queue management with centre management to determine the best way to avoid congestion.
- Consider whether additional security staff may be required to support staff.
Hygiene and cleaning
- Provision of cleaning stations at front of store including:
- Hand sanitiser, if available and
- Disinfectant wipes or spray and tissue for trolley/basket handles.
- Identify and regularly clean key touch points e.g. door handles, lift buttons, keypads, stair/escalator hand rails.
- Consider what steps will be taken by managers and staff where customers are not following social distancing measures.
Shop Floor and Till Areas
- Use floor markings inside to facilitate compliance with the social distancing advice of
- 2 metres, particularly in the most crowded areas and where queueing is likely.
- Place clear signage throughout the store reminding customers of the social distancing measures and asking them to follow these rules.
- Review the layout of the store to ensure aisles/walkways are as clear as possible to accommodate 2m social distancing, including the removal of promotional fixtures if necessary.
- Consider one-way systems using floor markings and signage to highlight system and direction.
- Make regular announcements to remind staff and customers to follow social distancing advice.
- Erect physical barriers at till points using flexiplastic to provide a barrier for those working on the tills. These should be included in store cleaning programmes.
- If necessary, use staff to manage the flow of customers to checkouts.
- Where till points are close together, consider closing every other till point. Assess whether this is also necessary for self-scan tills.
- Leave non-essential doors open to minimise the number of people who touch them. This does not apply to fire doors.
- Customer order collection points should be set up to ensure the 2m separation either by floor markings or by limiting the number of customers that can wait at a time.
- Consider limiting the number of customers in enclosed spaces such as lifts.
- Remove promotions and features where customers are likely to congregate, such as product demonstrations.
- To limit congestion, consider restocking/replenishing only outside of store opening hours. If replenishment must be done in opening hours, assess how this can be done without compromising employee or customer safety.
- Encourage cashless purchases.
- Self-checkout touch screens/keypads – If these remain in operation a member of staff must be available to regularly wipe these areas. Ideally between each use.
Changing rooms, Customer Seating and Special Assistance
- Consider keeping changing rooms closed. If this is not possible, you must have a colleague in place at all times to ensure social distancing is maintained.
- Where customers require specialist advice/assistance in store, ensure colleagues giving the advice have a clearly designated position, ideally with a secure barrier as provided at till points.
- Remove or limit customer seating in store. If seating is provided, space out appropriately.
- If you provide in store products for customers to trial prior to purchase e.g. TV’s, headphones, computers these must be set up to enable social distancing rules to be followed:
- Consider whether it is better for staff to demonstrate instead of customers touching the item or
- Provide hand sanitiser in these areas
- Stop services which require direct interaction with customers such as providing make up advice, nail bars or personal shopping.
- If stores choose not to assist customers with large purchases e.g. 60” TV to their car, it is advisable to highlight this prior to purchase. If stores are providing this service they should provide suitable protection and advice for this to be conducted safely.
Cafes and Toilets
- Consider whether it is safe to keep customer toilets open or if these should be available on request. If open, regular cleaning should include manual multi-person touch points such as door handles, flushes, taps. etc.
- Baby changing facilities should be available but consider frequency of cleaning.
- Cafes and restaurants are closed until further notice and should be securely closed off to ensure customers do not use them for seating.