Not all employees and customers are created equal.

Let’s get this out up front, OK?
Systems and Procedures are important.
Systems and Procedures are necessary.

When Systems and Procedures are implemented in a hurry, as business have had to do in recent months, there is not always time to account for exceptions.

Exceptions around individual customer’s needs and exceptions around staff abilities or personal idiosyncrasies.

Asking an introvert to do some extra cleaning etc might not be a problem but, asking them to take a customer’s body temperature?? That could well be a step too far for them.

It can be as simple as finishing a training session with: “..and, if you have any issues around executing these new protocols, come and have a chat with me”