Trust issues: We all need to stand together against abuse
By Chris Brook-Carter, chief executive of the Retail Trust
While Christmas is traditionally a time of joy, giving, and community, far too many retail workers fear the festive period will also lead to a surge in abuse that will cast a shadow over their celebrations.
Ahead of the launch of the Retail Trust’s respect retail campaign in October, 80% of shop workers and 90% of store managers said they’ve experienced abuse at work, ranging from being shouted at to physical threats, and actual incidents of violence.
As many as one in three said this now happens weekly and that is only likely to increase during the last few weeks of the year when tensions among shoppers will be at their highest. Retail workers we speak to say they even ‘dread’ working during the Christmas period because that’s when abuse often peaks.
People tell us they have products thrown at them or smashed up in front of them while those delivering orders get doors slammed in their faces or objects hurled in their direction. The toll on their wellbeing is huge and it’s driving people away from a career they love because they no longer feel safe.
We simply can’t let this continue. And that’s why the Retail ran free training in November to provide hundreds of workers with new skills to deal with difficult behaviour and experiences over Christmas and beyond.
More than 1,300 people from over 200 retailers registered for our online and in-person masterclasses last month. Companies like H&M, bp, Schuh, and The Entertainer were among those to encourage their staff to sign up, while H&M has even donated the proceeds of its carrier bag levy last month to help us roll out the training.
We believe this kind of support is important to protect wellbeing and reduce the likelihood of people leaving their jobs this winter, as we know that retail workers better prepared to deal with and recover from challenging situations like these also feel safer and happier at work.
At the same time, training can’t help curb the level of unacceptable incidents. And so we’ve partnered with JCDecaux UK to raise awareness of the abuse retail workers face across digital billboards at some of the country’s biggest shopping centres, urging shoppers to stand ‘together against abuse’.
Amazon Fresh stores will also feature the call for retail workers to be treated with respect on their digital screens in December and we were very excited to see this message displayed on the Piccadilly Lights in London this week thanks to the support of property owner and developer Landsec.
When I asked Bruce Findlay, Landsec’s managing director for retail and a trustee for the Retail Trust, why Landsec wanted to support the campaign, he said: “The rise in abusive incidents against shop workers is a serious concern that affects the entire industry. By prioritising the wellbeing of our employees, we can ensure that retail spaces remain safe and enjoyable for everyone. A safe workplace is the foundation of great guest experiences, and it is essential that we all work together to uphold these standards.”
We’re grateful to every individual and business who has supported this year’s campaign to help bring an end to the demoralising and often dangerous behaviour. Alongside Landsec, H&M, Amazon Fresh and JCDecaux, it also includes Frasers Group, Holland & Barrett, BRC, Usdaw, Retail Week, Peoplesafe, Foot Anstey, Maze and many more.
If you’re yet to do so, you can find out more information by visiting retailtrust.org.uk or please do reach out to me or somebody else at our charity.
And remember, a little bit more kindness will go a long way in making the Christmas shopping experience more enjoyable for everyone.
