Question: What steps should I take to make sure customers understand social distancing rules?

Answer passage (source: UK):
page_title: Vehicles
section_headers: 3. Social distancing at work
section_content: In this section

3.1 Coming to work and leaving work
3.2 Moving around buildings, worksites and destinations
3.3 Social distancing in vehicles
3.4 Carrying out deliveries or collections
3.5 Accidents, security and other incidents

Objective: To maintain 2m social distancing wherever possible, including while
arriving at and departing from work, while in work, and when travelling
between sites.
It will not always be possible to keep a distance of 2m inside vehicles. Many
in-vehicle tasks need more than one person, for example heavy deliveries or
refuse collection, and changing vehicle configurations to create more space
may not be practical.
Where the social distancing guidelines cannot be followed in full in relation
to a particular activity, businesses should consider whether that activity
needs to continue for the business to operate, and, if so, take all the
mitigating actions possible to reduce the risk of transmission between their
staff.
Mitigating actions include:

further increasing the frequency of hand washing and surface cleaning
keeping the activity time involved as short as possible
using screens or barriers to separate people from each other
using back-to-back or side-to-side working (rather than face-to-face) whenever possible
reducing the number of people each person has contact with by using ‘fixed teams or partnering’ (so each person works with only a few others)

Social distancing applies to all parts of a business, not just the vehicle,
but also depots or break rooms and anywhere drivers congregate outside of the
vehicle. These are often the most challenging areas to maintain social
distancing.
3.1 Coming to work and leaving work
Objective: To maintain social distancing wherever possible, including on
arrival and departure, and to ensure handwashing upon arrival.
Steps that will usually be needed:


Staggering arrival and departure times at work to reduce crowding into and out of the workplace, taking account of the impact on those with protected characteristics.


Providing additional parking or facilities such as bike-racks to help people walk, run or cycle to work where possible.


Limiting passengers in corporate vehicles, for example, work minibuses. This could include leaving seats empty.


Assigning fixed groups of workers to the same transportation routes where sole travel is not possible.


3.2 Moving around buildings, worksites and destinations
Objective: To maintain social distancing while people travel through the
workplace.
Steps that will usually be needed:


Where possible reducing the number of workers at base depots or distribution centres at a given time based on minimum operational safety requirements.


Scheduling times for the collection of goods to avoid over-crowding.


Picking goods ahead of collection and loading onto vehicles without interacting with the driver.


Reducing job and location rotation.


Finding alternative solutions to 2-person delivery. This could include delaying delivery of large items or using an alternative method, for example, mechanical / material handling equipment. Where these are not possible maintain fixed pairing for 2-person deliveries and minimise physical contact.


3.3 Social distancing in vehicles
Objective: To maintain social distancing wherever possible between individuals
when in vehicles:

avoid multiple occupancy vehicles where safe to do so
vehicles should not be shared if possible
if it is not possible to keep a 2m distance in a vehicle, consider additional safety measures

Steps that will usually be needed:

Devising mitigation measures where workers have no alternative but to work within 2m to minimise the risk of transmission, including:   

– clear signage to outline social distancing measures in place
– single person or contactless refuelling where possible
– using physical screening, provided this does not compromise safety, for
example, through reducing visibility
– sitting side-by-side not face-to-face and increasing ventilation where
possible


Using a fixed pairing system if people have to work in close proximity, for example in a vehicle.


Making sure vehicles are well-ventilated to increase the flow of air, for example, by opening a window.


Ensure regular cleaning of vehicles, in particular between different users.


3.4 Carrying out deliveries or collections
Objective: To maintain social distancing and avoid surface transmission when
goods enter and leave the vehicle, especially in high volume situations, for
example distribution centres, despatch areas.
Steps that will usually be needed:


Scheduling to limit exposure to large crowds and rush hours where appropriate.


Revising pick-up and drop-off collection points and procedures with signage and marking.


Where possible and safe having single workers load or unload vehicles.


Minimising unnecessary contact at gatehouse security, yard and warehouse. For example, non-contact deliveries where the nature of the product allows for use of electronic pre-booking.


Maximising use of electronic paperwork where possible, and reviewing procedures to enable safe exchange of paper copies where needed, for example, required transport documents.


Enabling drivers to access welfare facilities when required and consistent with other guidance.


Encouraging drivers to stay in their vehicles where this does not compromise their safety and existing safe working practice.


3.5 Accidents, security and other incidents
Objective: To prioritise safety during incidents.
Steps that will usually be needed:


In an emergency, for example, an accident, fire, or break-in, people do not have to stay 2m apart if it would be unsafe.


People involved in the provision of assistance to others should pay particular attention to sanitation measures immediately afterwards, including washing hands.



Reviewer feedback on this answer:
This answer is bad because it focuses on the safety of employees and how they should operate at work, and not on the customers.
While the information contained in the response could be helpful, it is geared more toward how to keep your employees safe rather than helping your patrons understand their responsibilities.

Reviewer ratings:
Bad
Could be Improved

Answer passage (source: UK):
page_title: Shops and branches
section_headers: 4. Managing your customers, visitors and contractors
4.1 Manage contacts
section_content: In this section

4.1 Manage contacts
4.2 Providing and explaining available guidance

4.1 Manage contacts
Objective: To minimise the contact resulting from visits to stores or outlets.
Steps that will usually be needed:


Defining the number of customers that can reasonably follow 2m social distancing within the store and any outdoor selling areas. Take into account total floorspace as well as likely pinch points and busy areas.


Limiting the number of customers in the store, overall and in any particular congestion areas, for example doorways between outside and inside spaces.


Encouraging customers to use hand sanitiser or handwashing facilities as they enter the premises to reduce the risk of transmission by touching products while browsing.


Encouraging customers to avoid handling products whilst browsing, if at all possible.


Suspending or reducing customer services that cannot be undertaken without contravening social distancing guidelines. This may include re-thinking how assistance is provided, for example, using fixed pairs of colleagues to lift heavy objects rather than a single colleague lifting with a customer.


Encouraging customers to shop alone where possible, unless they need specific assistance.


Reminding customers who are accompanied by children that they are responsible for supervising them at all times and should follow social distancing guidelines.


Looking at how people walk through the shop and how you could adjust this to reduce congestion and contact between customers, for example, queue management or one-way flow, where possible.


Ensuring any changes to entries, exit and queue management take into account reasonable adjustments for those who need them, including disabled shoppers.


Working within your local area to provide additional parking or facilities such as bike racks, where possible, to help customers avoid using public transport.


Using outside premises for queuing where available and safe, for example some car parks.


Managing outside queues to ensure they do not cause a risk to individuals or other businesses, for example by introducing queuing systems, using barriers and having staff direct customers.


Working with your local authority or landlord to take into account the impact of your processes, including queues, on public spaces such as high streets and public car parks.


Shopping centres should take responsibility for regulating the number of customers in the centre and the queuing process in communal areas on behalf of their retail.


Having clearly designated positions from which colleagues can provide advice or assistance to customers whilst maintaining social distance.


Working with neighbouring businesses and local authorities to consider how to spread the number of people arriving throughout the day for example by staggering opening hours; this will help reduce demand on public transport at key times and avoid overcrowding.


Avoid sharing vehicles except within a family, for example on test drives. If it is not possible, keep the number of people in the vehicle to a minimum and as distanced within the vehicle space as possible, and use other safety measures such as ensuring good ventilation.


Continuing to keep customer restaurants and cafes closed until further notice, apart from when offering hot or cold food to be consumed off the premises.



Reviewer feedback on this answer:
The response gives a great deal of advice on how to assist customers with social distancing as well as working with your fellow business owners to do the same.
This answer needs to be improved because it needs more information as to how exactly businesses can convey their COVID policies to customers. Instead, this answer just talks about what policies businesses can put in place for safety.

Reviewer ratings:
Excellent
Could be Improved

Answer passage (source: UK):
page_title: Shops and branches
section_headers: 4. Managing your customers, visitors and contractors
4.2 Providing and explaining available guidance
section_content: In this section

4.1 Manage contacts
4.2 Providing and explaining available guidance

4.2 Providing and explaining available guidance
Objective: To make sure people understand what they need to do to maintain
safety.
Steps that will usually be needed:


Providing clear guidance on social distancing and hygiene to people on arrival, for example, signage and visual aids.


Informing customers that they should be prepared to remove face coverings safely if asked to do so by police officers and staff for the purposes of identification.


Providing written or spoken communication of the latest guidelines to both workers and customers inside and outside the store. Consider the particular needs of those with protected characteristics, such as those who are visually impaired.


Creating social distancing champions to demonstrate social distancing guidelines to customers, if helpful.


Ensuring latest guidelines are visible in selling and non-selling areas.



Reviewer feedback on this answer:
The response is clear and straight to the point. It includes several measures to be taken to prevent confusion.
This is an excellent answer because it provides advice as to how employees can let customers know their COVID safety procedures in store by using gestures, signage, etc.

Reviewer ratings:
Excellent
Excellent