Store workers become enforcers of social distancing rules

Sandy Jensen’s customer-service job at a Sam’s Club in Fullerton, California, normally involves checking member ID cards at the door and answering questions. But the coronavirus has turned her into a kind of store sheriff. Now she must confront shoppers who aren’t wearing masks and enforce social distancing measures such as limits on the number of people allowed inside. The efforts sometimes provoke testy customers.

“They are behaving worse now,” Jensen said. “Everybody is on edge. I have hostile members in my face.” Her frustration is shared by store workers across the country, who are suddenly being asked to enforce the rules that govern shopping during the pandemic, a tension-filled role for which most of them have received little or no training. The burden is sure to become greater as more businesses in nearly a dozen states start to reopen.

Even if a security guard is posted at the store, employees complain they are often left to stand up to defiant shoppers. “I think that people are pushing back because their freedoms are being controlled,” said Marc Perrone, president of the United Food and Commercial Workers International Union, which represents 1.3 mn members including grocery workers. “Members don’t feel comfortable trying to corral the customer. Management will take the customer side.” Store tensions recently resulted in violence in at least two states. Masks are required in some states. Some major retailers including Costco Wholesale Club have made masks mandatory regardless of government policies. But even at stores that post signs about mask recommendations, workers often have to approach unmasked visitors.

Walmart, the nation’s largest retailer and largest private employer, said it works with law enforcement in communities where face coverings are required.

Jeff Reid, who works at the meat counter at a Giant store in Silver Spring, Maryland, which mandates masks, said the greeter at his store is the one confronting shoppers, not the security guard posted outside.

“We are going on the front lines on a daily basis. If it’s against the law without your mask, why are you having cashiers and teenagers trying to enforce this when this is the law?” asked Zeid, who often has to reprimand customers to keep 6 feet apart.

The pandemic duties are the latest example of workers being asked to police retail space. Jason Brewer, a spokesman at the Retail Industry Leaders Association, said it’s not a retail employee’s role to enforce a local law or an executive order on face coverings or any other protocol. He said law enforcement should get involved and that shoppers can do their part.

“The industry is acutely focused on safety protocols as they reopen. But consumers need to keep this top of mind,” Brewer said. At a Costco in Midlothian, Virginia, Wendy Alonzo said markings on the floor indicating proper social distancing were good reminders. She said she gets frustrated when other customers seem oblivious that they are blocking an aisle, forcing her to squeeze by. “And then they kind of side-eye like you are too close, but it’s like you’re blocking the way, and I’m not going to wait here all day for you to make your decision whether you want eggs or milk or cheese,” Alonzo said.

Target spokesman Joshua Thomas said the chain has not experienced any major issues with shoppers not complying with social-distance rules. He attributes part of that to Target following local ordinances and not making nationwide mandates. If customers fail to adhere to protocols, stores may add more signs or play more frequent reminders on the public address system. Target can also reduce the number of customers let into the store.