New year call for safer driving

A study(1) commissioned by G4S Security Services (UK) (‘G4S’) reveals that retailers increasingly operate in an environment where members of the public believe it is acceptable to be abusive and threatening towards store employees.

In the last five years over 1.6 million Britons(2) have verbally abused retail employees who they felt gave them poor customer service. Worryingly, many Britons do not perceive that there is anything wrong with this behaviour, says G4S. One-in-20, (over 1.5 million), Britons believe it is morally acceptable to verbally abuse a store employee if they were given poor customer service in a supermarket or other retail outlet.

Shockingly, over 150,000 Britons believe they are justified in physically abusing someone that has given them poor customer service in a retail outlet such as a supermarket. This trend has resulted in retail staff being provided with crisis resolution training to diffuse potential incidents (2). With 42 reported incidents of G4S officers operating in a retail environment being the victims of assault with a deadly weapon this year, this is clearly a cause for concern.

The research reveals that significant numbers of Britons believe that crimes against big businesses, such as the major supermarkets and high street retail chains, are ‘victimless’ or morally acceptable. Twice as many Britons (760,000) think it is acceptable to shoplift from a large retailer compared to a small independent owner-operator retailer (296,000) such as a local newsagent or confectioner’s.

Douglas Greenwell, Sales & Marketing Director, G4S Security Services (UK), commented:- “It is wholly unacceptable that retail employees should face the threat of verbal or physical assault. While shoppers are increasingly time pressured and expect high levels of service, this should not be allowed to translate into abuse towards store workers. We would advocate a zero tolerance policy in the face of this disturbing trend, prohibiting any shopper from re-entering a store where they have been found guilty of assaulting an employee.

It is disturbing that some Britons have the attitude that crimes against big businesses are victimless compared to crimes perpetrated against smaller independent retail outlets. All crimes have victims and consequences, costing livelihoods, employment and ultimately driving up costs for all shoppers.”

Retailers can take proactive steps to mitigate the threat of verbal or physical abuse faced by employees. The deployment of trained security officers in-store can deter volatile shoppers from becoming abusive in the first instance, whilst covert officers can monitor customer profiles, ensuring offenders are swiftly identified and dealt with accordingly. Many towns and retail centres now share intelligence in real time, which can result in abusive individuals being legally prohibited from entering specific stores and shopping areas.

Martin Gill, Professor of Criminology of University of Leicester spin out company, Perpetuity, noted:- “The most worrying aspect to these findings on victimisation from crime is that they suggest that retailers and retail staff are considered fair game. This is further evidence that those on the front line are amongst those most likely to be affected. Hopefully this study will help highlight the problem so that those who may suffer can be on their guard.”

Reference:-

(1) 1002 GB adults aged 16 to 64 were interviewed online by TNS, between 8 April to 10 April 2008. The sample has been weighted to represent the adult population of Great Britain aged 16 to 64. References to ‘Britons’ means GB adults aged 16 to 64

(2) G4S has worked with leading conflict management specialists Maybo to ensure its (retail) security officers are trained to the highest standards in dealing safely and professionally with violent behaviour.

Usdaw recommends Woolworths workers to other retailers

AS Woolworths stores shut up shop for the final time, shopworkers' union Usdaw is continuing to work to find new jobs for the thousands of staff made redundant.

The union is contacting the companies who buy the Woolworths stores, strongly recommending that they give priority to applications from newly redundant Woolworths staff when they start their recruitment processes.

John Gorle, Usdaw National Officer, said:- "A lot of our members have worked for Woolworths for many years. These people are experienced retail staff who have remained committed and loyal to their business through a very difficult time. I firmly believe these workers would be an asset to any retail business, which is why I am recommending them to other retailers.  We will of course continue to make the same recommendations when we know which other companies are buying the former Woolworths stores."

The union is also working with other organisations to ensure the best chance of re-employment for its members. John Hannett, Usdaw General Secretary, added:- "We will work with Job Centre Plus, to find new vacancies, and Next Steps, a Government organisation that gives advice on careers. The union will also be in contact with local colleges, which will be offering free Skills for Life training. We will be providing as much support as necessary and would recommend all Woolworths staff to use Job Centre Plus and Next Steps to find alternative employment.  We value our members not only when they are in work, but when they have been put out of work. I would encourage any worker to join a union, as it is an insurance policy in what are increasingly difficult times."

Usdaw shocked at job losses at Marks and Spencer

ON 6 January 2009, Usdaw told the media that it was "shocked the news of job losses at Marks and Spencer" that that they have come so early in the New Year. That also added that "once again staff are finding out via the media that their jobs may be under threat."

John Gorle, National Officer said:- "Usdaw is the union that represents thousands of Marks and Spencer staff and we want to know the business case for this decision and are seeking to meet with the company to have urgent meaningful consultation to allow us to fully represent any of our members that may be affected.

We hope other retailers will not panic and announce major redundancies as their staff are their greatest asset and Usdaw will always encourage companies to take a long term view. Retailers will not want to lose experienced and trained staff and also redundancy can be a costly option and also lead to poor morale among the remaining workforce.

It is important that retailers maintain staffing levels to ensure a high level of customer service and satisfaction otherwise they run the risk of customers going elsewhere.

The retail sector has been through recessions before and will come through again. We are concerned about the effect of an economic downturn on the retail sector and will continue to support our members through the challenging times ahead. It is now more important than ever that Marks and Spencer staff join Usdaw, which has the experience and expertise to fully represent them."

As of yet we have not been able to get a statement from Marks and Spencer, but we will try and get one.