Violence, Abuse and Anti-social behaviour (ASB) can be devastating for retailers. It can detract customers, act as a blight on communities and harm the environment.
To help retailers identify, prevent and manage violence in-store, ACS has created a guide which identifies the top three triggers for violence and aggression.
Encountering Shop Thieves
Encountering thieves in store can often result in violence and verbal abuse towards shopworkers. The best way to prevent shop theft is by being attentive, meeting and greeting all customers as they enter the store. This sends a message to potential thieves, letting them know that you are aware of their presence. Ensure that you put your safety first, keeping a safe distance when engaging with suspected shop thieves.
Enforcing Age Restricted Sales
While it is important to ensure staff enforce age-restricted sales on items such as alcohol and tobacco, it is also important to remember that this can sometimes lead to confrontation. Therefore, shopworkers should consider using the following techniques to prevent confrontation when asking customers for their proof of age when purchasing age-restricted products.
- Deflect - Move the blame onto the law, by explaining that retailers are required by law to ask for ID
- Flattery - Be complimentary, for example, by telling the customer they look good for their age
- Be constructive – Help the customer understand what ID they need to bring
Displaying Challenge25 campaign materials around your stores will help customers understand that they may be required to provide proof of age.
Refusing to Serve Intoxicated Customers
Retailers are legally obligated to refuse alcohol sales to intoxicated customers. If refusal is necessary, remember to stay calm and polite. An example of a response could be, “sorry, we cannot serve you today”, rather than stating that they are drunk.
If the customer becomes aggressive, keep at least an arms-length distance between you and the customer, making sure to seek help from other colleagues.
Sometimes stores will also be affected by ASB, which includes rowdy or considerate behaviour, vandalism and graffiti, littering, and threatening behaviour. It is important to report ASB to the police as there are several powers available to the authorities designed to deter, disperse or punish perpetrators. Retailers can also submit an ASB Case Review so that the relevant agencies can determine if all suitable action has been taken. Check the website of your local police force to find out how to submit a case review.
Make sure to share ACS’ Managing Violence and Abuse in Convenience Stores’ video with shopworkers to make them aware of the top triggers for violence and abuse which is available on ACS’ YouTube channel here: https://www.youtube.com/watch?v=qYZ3d9Xal2Q
