一位不愿意戴口罩的顧客給店主留下了1星的評價，店主寫下了一條微信回復(fù)

一位不愿意戴口罩的顧客給店主留下了1星的評價，店主寫下了一條微信回復(fù)

Masks have been at the center of a lot of debates these days. And while the greater part of society sees them as life-savers as an abundance of scientific studies have shown they’re critical in fighting the coronavirus, some sceptics are still not convinced.

近來，口罩一直是許多爭論的焦點(diǎn)。隨著大量科學(xué)研究表明，他們在抗擊冠狀病毒方面發(fā)揮了關(guān)鍵作用，社會的大部分人將他們視為救命者，但一些懷疑論者仍不信服。

Recently, a shop owner received a 1-star review from an infuriated customer who made it sound like it was the worst place on earth to shop. But the owner realized it was just the right thing to do and replied to the complaint by giving their side of the story.

最近，一位憤怒的顧客給一位店主打了1星的評價，這聽起來像是地球上最不適合購物的地方。但店主意識到這樣做是對的，于是就用自己的說法來回應(yīng)了投訴。

“Writing a nasty review on every source you can find will not stop us from protecting what is important to us,” the owner stated in a mic-drop response. It soon became clear that the customer’s frustration came from the fact that they refused to wear a mask while in the store. But with the pandemic still scavenging around the globe, is wearing one really too much to ask?

“在你能找到的所有信息來源上寫一篇惡毒的評論，并不會阻止我們保護(hù)對我們來說重要的東西，”店主在mic-drop回復(fù)中說。很明顯，顧客的沮喪來自于他們在店里拒絕戴口罩的事實。但在疫情仍在全球肆虐的情況下，佩戴口罩是否真的是個過份的要求?

The angry customer left the store a 1-star review for terrible customer service, but it soon turned out not everything was how it sounded

這位憤怒的顧客因為糟糕的顧客服務(wù)給了商店1顆星的評價，但很快事實證明并不是一切都像聽起來那樣

Image credits: Meru Bi (not the actual photo)

Because of the worldwide pandemic, many jurisdictions require individuals to wear face coverings in public spaces, including retail and food stores, and other businesses. But no business owner is ever safe from a customer who refuses to wear a mask, whether politely or aggressively.

由于全球大流行，許多司法管轄區(qū)要求個人在公共場所戴口罩，包括零售和食品商店以及其他企業(yè)。但如果顧客出于禮貌或咄咄逼人的態(tài)度拒絕戴口罩，沒有一個企業(yè)主是安全的。

So what should a business owner know in case they run into one? Well, first, one should know that The First Amendment to the U.S. Constitution protects an individual’s right to free speech from infringement by the U.S. Government—not a private business. That means that customers and employees have no constitutional free speech rights in a private business or workplace.

那么，萬一遇到這種情況，企業(yè)主應(yīng)該知道些什么呢?首先，人們應(yīng)該知道，美國憲法第一修正案保護(hù)個人的言論自由權(quán)不受美國政府——而不是私人企業(yè)——的侵犯。這意味著顧客和雇員在私營企業(yè)或工作場所沒有憲法規(guī)定的言論自由權(quán)利。

But the owner penned this mic-drop response and it all became very clear why the customer was so unhappy

但是店主寫了這篇關(guān)于“mic-drop”的回復(fù)，這就很清楚為什么這位顧客這么不高興了

According to Jackson Lewis, a company that joins 950 attorneys throughout the U.S. and Puerto Rico who address every aspect of the employer-employee relationship, “A business need not accommodate someone if doing so would impede the business’s ability to safely provide its goods and services.”

杰克遜·劉易斯是一家公司，該公司在美國和波多黎各各地有950名律師，負(fù)責(zé)處理雇主與雇員關(guān)系的各個方面。劉易斯表示，“如果遷就某人會妨礙企業(yè)安全提供商品和服務(wù)的能力，企業(yè)就不需要遷就他。”

“In light of the CDC guidance, customers can be required to wear masks or other suitable face coverings (e.g., bandana, face shield, and the like) subject to applicable state and local ordinances mandating masks.” As a result, businesses indeed have a basis to not accommodate an unmasked customer as long as no-contact shopping alternatives are communicated to the customer where a disability is involved.

根據(jù)CDC的指導(dǎo)，可以要求客戶佩戴口罩或其他適合的面罩(如大手帕、面罩等)，這符合州和地方法規(guī)要求佩戴口罩。“因此，企業(yè)確實有理由不接待無面具的顧客，只要向涉及殘疾的顧客提供無接觸購物方式。”

Image credits: Atoms (not the actual photo)

Encouraging in-store mask use before any incident happens is also one way to avoid a possible misunderstanding. Make sure to communicate your mask policy with very clear signage that includes both your business’s and your state’s face covering requirements. The less you leave for customers to decide upon themselves, the less questions you’ll have.

鼓勵在事故發(fā)生前到商店使用口罩也是避免可能產(chǎn)生誤解的一種方法。確保用非常清晰的標(biāo)志傳達(dá)您的口罩政策，包括您的企業(yè)和您所在州的面部遮蓋要求。你留給客戶自己決定的時間越少，你遇到的問題就越少。