De-Escalation Tips

If someone appears unhoused or loitering...

• Meet them near the door and calmly walk them out toward the sidewalk — don’t escort them through the sales floor.

• Use a calm script: “Hi — our restroom and services are for painting guests. I can help you find a nearby resource.” (Offer resources, not cash.)

• Do not force, grab, or physically remove anyone. If they refuse to leave, back away and get help. Help might mean calling the police.

Restroom policy

Restrooms are for paying guests only. It’s OK to say that politely and firmly. If someone becomes agitated when told this, follow de-escalation and safety steps below.

Personal safety & team actions

• Lock the back door if suspect people are present or you need to secure staff-only areas.

• Keep visible, stay in public sightlines, and avoid isolating yourself with a person who makes you uncomfortable.

• Use building tools first: personal safety tools, phone for the non-emergency line.

• If there is a clear threat or violence, call 911 immediately. Your safety and others’ safety is top priority.

Homeless/Unhoused De-escalation tips

• Speak slowly, keep hands visible, use short sentences, and avoid arguing.

• Offer non-confrontational options (water, directions to resource).

• Don’t refuse service solely because someone is unhoused unless they are violating policy or posing a safety risk. Avoid discriminatory language or actions.