You can help customers and employees feel safe by ensuring that all team members are trained to know what to do, how to do it, and when to do it. With effective training, employees should understand why it’s so important to get cleanliness right (the context) and quickly apply new cleaning and sanitation standards to their jobs (the instructions).

While this sounds easy in practice, training was already difficult in retail, pre-COVID-19. It can be costly, hard to measure success, difficult to facilitate and schedule. Today, those challenges still exist, but now it’s also a matter of life or death and a potential legal nightmare, as customers begin suing businesses that allow the virus to spread.