Post-Pandemic Retail

L I A T E R CICMIEM E D N A P - T S O P

GFF THOUGHT LEADERSHIP / JUNE 2020

P O S T- P A N D E M I C R E T A I L

Scott Kanaga, AIA Eric Marquez de la Plata, AIA

P O ST- PA N D E M I C H O U S I N G

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GFF THOUGHT LEADERSHIP / JUNE 2020

P O S T- P A N D E M I C R E T A I L C

OVID19 has dramatically affected how we shop, dine, and are entertained. Retailers, restauranteurs, and theater operators are beginning to reopen in limited capacities and think about what the nature of these functions looks like in the future. To lead the discussion about what this looks like, we offer the following practical and pragmatic solutions to the major issues facing owners and operators of these establishments.

It is important to note that not all customers feel the same about returning to physical locations. Customer apprehension to patronizing physical stores should be thought of as a spectrum. On one end, those who feel fully comfortable being out in public with no distancing or additional restrictions/requirements. On the other end, those who do not feel comfortable being out in public and prefer to shelter at home. The goal of owners & operators is to implement measures necessary to comply with all local regulations and recommendations from the CDC in an effort make as many people as possible feel comfortable returning to shopping and dining in person.

With such a variety in retail and restaurant formats and concepts, a onesize-fits-all approach is not feasible. What will work for one operator may not be feasible for others. Further, national retailers and chains have access to additional capital, lines of credit and resources that increase the options available to them. Local and one-off tenants typically do not have access to these resources so the options available to them are often very limited. The options available to renovations of existing spaces are also different to those available to future new construction.

The following thoughts and recommendations should be carefully vetted and coordinated with local officials and their requirements and the most current recommendations of the CDC. Not all of the recommendations that follow will be applicable to all retail and restaurant concepts. It is also important to note that we do not yet know what additional governmental and/or code requirements may be forthcoming and how those will impact existing and future locations.

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COMMUNICATION

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Communication is key in a post-COVID19 world. This includes communication between owners/landlords and operators and with the public. Understanding that this a fluid situation and that regulations and requirements are changing all the time, effective, clear, and timely communication is critical.

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Owners/landlords will need to be clear with tenants/operators about their plans for distancing, cleaning/disinfecting, parking, curb-side pick-up and how to safeguard other common-area functions.

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Owners/landlords, and to some extent municipalities, will need to be flexible with regards to required parking ratios to accommodate added customer curb-side pick-up spaces and circulation.

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Owners will need to invest in additional signage related to curb-side pick-up spaces and circulation and other common area rules and regulations for both tenants and customers.

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Owners/tenants should make a big deal about their cleaning, sanitizing, and distancing procedures and policies both on-line and on-site. Workers who are cleaning/sanitizing areas should be highly visible to patrons.

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Tenants/operators will need to devote a significant portion of their marketing and business development budgets to effective customer communication. This includes on-line and printed communication. In their on-line environments, tenants need to clearly spell out their offerings for ordering on-line with delivery, curb-side pick-up, or pick-up in store. Tenants also need to clearly explain their policies for customers who want to shop in-store.

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Tenants who intend to allow in-store shopping & dining need to print additional signage to have at the entry to explain the policies and procedures for shopping in-store. This signage should also provide information about how the tenant/operator is protecting customers from infection while in the store.

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SITE & PARKING (PICK UP & CARRY OUT) 1

Access to curb-side pick-up and take out parking needs to be friction-less and easy for customers to find without causing traffic to back-up within the parking lot.

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Additional parking spaces will need to be devoted to carry-out and curb-side pick-up spaces for both retail and restaurant users.

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Valet parking may be a thing of the past unless owners/landlords can work with their valet partners on how they can effectively avoid spreading/transferring germs between vehicles.

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CUSTOMER ENTRY / EXIT 1

For customers who want to shop/dine on site, eliminating high-touch areas is going to be key to reducing the spread of the disease and improving customer confidence in shopping/ dining in-store.

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Some retailers may choose to replace their existing entry doors with either automatic sliding or automatic swinging door packages.

There are also several options for adding operators to existing swinging door packages.

Automatic door packages should be motionsensor activated and not push to enter/exit.

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Several stores and owners are opting for separate entrance and exit doors. However, this is not feasible or possible for all concepts or existing spaces.

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Some retailers/restauranteurs may choose to leave their entry doors fully open, however this would require the addition of air curtains inside these doors, especially at restaurants, to comply with health code and energy code requirements.

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Some may choose to have a hostess/greeter at the main entry to open the doors for customers entering and exiting the premises.

This person could also be available to answer questions and explain the requirements for shopping in-store.

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Some tenants may choose to screen customers at the entry point, requiring patrons to submit to a temperature check and screening questions.

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Tenants/operators need to have clearly defined polices, prominently displayed, detailing the requirements for entry and they need to be prepared to deny entry to anyone who does not meet the requirements for entry or is unwilling to comply with store policies.

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Some retail/restaurant tenants/operators may choose to require patrons to wear masks while on premises. This is easier for retailers than restaurant operators and bar owners, for obvious reasons. Should tenants/owners choose to require masks, consideration should be given to those who cannot afford or cannot obtain masks and owners/operators should have a supply of masks on hand for patrons who need them. This protects other patrons as well as store staff.

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CAPACITY

CUSTOMER FLOW

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Keeping customers appropriately distanced while in the store is critical.

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Many retailers are utilizing one-way aisles to help direct customer flow through the store.

This requires additional in-store signage to direct patrons and oversight by store staff to monitor and maintain proper distancing within the store.

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Keeping customers properly spaced at the POS and customer service locations within the store is also critical. This can be achieved using floor and overhead signage and stanchions.

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Another way to control spacing is to adjust the fixture and furniture layouts to properly space people. Although this can have other more expensive impacts on finishes, lighting, etc. that not all retailers can accommodate.

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Utilizing only every-other POS station will help as well.

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Current opening guidelines indicate a gradual reopening of stores based on a percentage of maximum occupant load. This starts with an initial maximum capacity of 25% of the maximum occupant load of the space and slowly increases based on local infection rate trends.

Installing electronic people counters at the main entry/exit is one option to control the number of people in the store. However, tenants/operators need to monitor this to ensure compliance and be prepared to delay entry to stay within the current capacity limitations.

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Another option is to locate hostesses/ greeters at the entry/exit points can also monitor this using hand-held clickers.

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This manual approach may be more complicated with multiple points of entry/exit.

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The electronic approach is easier to coordinate with multiple points of entry and high customer volumes.

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Should entry be delayed to comply with the 25% capacity requirement, tenants/operators will need to provide a staging area outside the store that allows for compliance with distancing requirements (6’-0� spacing in all directions).

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POS & CUSTOMER SERVICE STATIONS 1

Points of employee/customer interface are critical for controlling the spread of the virus.

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Many companies are installing plexiglass shields at all POS & Customer Service areas to help avoid cross contamination from respiration, coughing, or sneezing. Utilizing a bank-teller or movie box-office type screen/ enclosure at each POS and Customer Service station is also a possibility, though much more expensive.

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Several companies have instituted policies where customers can only pay by contactless mobile payment applications like Apple Pay and Google Pay or by credit/debit card through payment terminals located at each POS. This keeps employees and customers from having to handle cash and coins, which is safer.

Regular cleaning of payment terminals is critical. This can be done by the store employee or can be handled by having a removable/replaceable clear plastic cover that is removed/replaced between customers.

Giving customers a disposable swab or tissue with which to push the buttons and operate the equipment is also a possibility.

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The countertop and/or conveyor at each POS station should also be frequently sanitized to avoid cross contamination between customers.

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At restaurants with drive-through lanes, installing payment terminals outside the building at the drive through window will allow customers to pay for their meal without having to directly interface with the staff.

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Contactless drive-through and pick-up options are also important for customer and employee safety and comfort. In some locations, changing the configuration of the drive-through window to include a sliding tray/ drawer where the employees can place the order and the customer can pick it up without risking contact, is a possibility.

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Proper spacing/queuing of customers at POS & Customer Service stations to maintain proper distancing is also needed. This can be achieved through signage on the floor at each location and through employees assisting customers in proper spacing.

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Frequent sanitation of the POS stations at selfcheck-out locations is also key. Ideally, cleaning these locations after each customer is best.

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GFF THOUGHT LEADERSHIP / JUNE 2020

SANITATION / CLEANING

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All store employees and staff should always wear masks and gloves.

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Owners/operators should carefully consider adjusting their store hours and operation procedures to coordinate with store-wide cleaning and sanitation processes.

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Some restaurants are looking at installing plexiglass dividers between booths and removing many of their tables to provide for distancing within the dining area and at patio spaces.

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Restaurants and bars should look at flexible seating arrangements in their dining and patio spaces, in lieu of fixed seating. This allows for seating and distancing for groups of different sizes and facilitates ease of sanitation and cleaning.

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Some restaurants may choose to eliminate all on-premises seating and go to strictly delivery, carry-out, and curb-side pick-up.

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Restaurants and retailers with self-service areas such as cafeterias and salad bars, or large common seating areas such as food halls and food courts, will need to take additional measures with regards to sanitation and distancing by removing tables/seats.

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¯ One in each stock room/warehouse at the entry/exit points

Owners/operators should consider utilizing single-use trays, utensils, and plates, and should change the trash receptacles to be touch-free.

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¯ Spaced throughout the sales/dining areas – we recommend 1 station /3000 sf of sales area – this is the same spacing as fire extinguishers in retail stores

Installing clear plastic guards at the order/ service areas and providing servers to eliminate common-tough items should also be a consideration.

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Restaurants may want to consider using single use flat wear, glasses, plates, etc. to cut down on the possibility for cross contamination.

Condiments and utensils should be handed to the customer with their food and common condiment and utensil areas should be eliminated.

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Beverages should be handed to the customer with their food and common self-service beverage stations should be eliminated.

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Consider closing for one hour between peak rush periods to do a deep clean of the premises.

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Providing multiple, touch-less hand sanitizer stations as follows: ¯ One at each customer and employee entry/ exit point ¯ One at each group of POS/Customer Service stations – may need to provide multiples depending on the number and configuration of the POS stations ¯ One at each public and employee restroom ¯ One in each employee break room/office area

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GFF THOUGHT LEADERSHIP / JUNE 2020

THEATERS

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While many of the issues facing retail and restaurants also affect theaters, theaters do have some unique issues to address. What follows is a discussion of the issues that are unique to theaters.

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Theaters pose unique issues for distancing within the lobby and auditoriums.

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Theater chains may choose to go to all online ticket sales where the customer selects the seats they want within the theater and the software blocks the seats around them to provide proper distancing. This can also be done at ticket kiosks and at the ticket booth. Theater ushers and staff will need to be tasked with policing this to ensure people are sitting in their correct seats and that distancing is being followed.

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Queuing within the common areas of the theater can be achieved through signage and stanchions, like how this would be handled in retail stores.

Theaters may choose to change the layout of concession areas to reduce/eliminate contact and to promote distancing. Changing to more of a convenience store layout instead of a

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counter is one option. The layout of that area could be set up to provide for one-way aisles and distancing. Check-out / POS could be handled the same as in retail stores or could be fully automated.

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Theaters will need to update self-service counters and beverage areas to include automatic dispensers for condiments, plastic ware, napkins, straws, etc. to reduce or eliminate cross contamination. These areas need to be sanitized frequently throughout the day.

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Sanitizing theaters between showings is another unique issue. Some options include misters/fogging equipment that is used between showings.

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Locate automatic hand sanitizer dispensers outside each theater, inside & outside each restroom, at each concession area, at each self-service counter & beverage station.

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Do not re-use cups for refills. Provide a new cup with each refill.

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Utilize separate HVAC and filtration systems for each theater and separate systems for the common areas.

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Change the filters in all HVAC and filtration systems more frequently and consider using higher grade filters if compatible with the fans and blowers. UV or air ionization filtration equipment is another option.

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All doors should be eliminated or changed to automatic opening units to provide for touch-free use. All door modifications should be coordinated with the building code for assembly spaces to ensure compliance.

Doors should be provided with automatic closers.

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Consider changing restroom doors to airportstyle entrances if feasible.

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Theaters have always used staggered start times to control flow for larger more popular movies. This process could be expanded to all showings to limit the number of people in the theater common areas, restrooms, and parking areas. Separate entrance and exit points for people entering or leaving theaters would also help with distancing.

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All staff should always wear gloves and masks.

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Ticket taking could be changed to an automatic system rather than having a physical ticket taker. This could be a ticket swipe or reader that reads a bar code imprinted on each ticket and directs you to a specific theater. A green light or red light would tell you if your ticket is valid for entry.

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Child play areas should be eliminated.

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Theater chains are currently looking at allowing groups to reserve entire theaters for small groups, corporate groups, family reunions, etc. These could be reserved to watch movies or to hold presentations/ seminars. Theater chains are also looking at linking smaller theaters within the same building for larger groups to hold presentations/seminars or share similar experiences. This can become an additional revenue stream for theaters, especially with lower ticket sales to account for distancing within individual theaters.

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Some theater operators may choose to add staff to escort people from the front doors to their seats. The escorts could open and close doors for the customers which will minimize

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the number of surfaces they have to touch and can avoid customer errors in getting to the right seats. This might be something theater operators employ for a period of time to allow customers to become accustomed to the new procedures and could be scaled back or eliminated in the future.

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Theaters often have larger multi-fixture restrooms and there are frequently lines that form while people wait. Theaters should provide ample queuing space which allows for distancing as people wait to use the restroom.

All restroom fixtures and dispensers should be converted to touch-less units. Theaters should provide some type of disposable sanitary wipe at each stall for people to use to operate the stall door handles and latches to avoid contact as much as possible.

Restrooms should be cleaned multiple times daily.

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Ultimately customers will decide what features they like best and where they feel most safe. Customers will frequent those locations more than others, not just because of theater sound and picture quality, but for the overall experience and sense of feeling safe.

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GFF’s Retail practice leaders have spent the past months discussing how developers and designers may respond to the risk concerns of a post COVID-19 world, as well as delving into the positive opportunities that may result. Being mindful of potential cost and spatial implications, these ideas outline and suggest realistic measures which may be taken to, logically but resourcefully, re-shape retail and shopping centers.

Scott Kanage, AIA ASSOCIATE PRINCPAL / STUDIO DIRECTOR

Eric Marques de la Plata, AIA SENIOR PROJECT LEADER

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