Situation: Well established local eatery needed to defend itself against an accusation of racism by a customer who refused to wear a mask.

Advice: Be straightforward. Be firm. Take the emotion out of play and address the incident with a statement, not a reply. Interview / reply

Written Statement: Since 1954, Brady's restaurants have faithfully serviced the local community. We have always valued your business and take your safety as our primary responsibility. Recently, some serious allegations were raised over Ownership’s insistence that a customer wear a mask while in our establishment. We categorically deny the accusation that it was anything other than this. We look forward to continuing to provide a safe environment for your family, friends and coworkers to gather during these unique and challenging times. - Tom Brady | Owner