retail environment
Cost-of-living is cost to staff safety
The cost-of-living crisis is also a cost to the safety of store colleagues, according to new research from the Retail Trust.
According to the charity for retail workers, one in three shopworkers are being subjected to weekly abuse from shoppers stressed about rising prices, empty shelves and staff shortages.
The Trust, which runs a free helpline for retail workers and supports more than 200 British retailers to improve the mental health of their staff, has launched the Let’s Respect Retail campaign to protect the well-being of the UK’s three million retail workers and end the intolerance epidemic, ahead of the busiest shopping season of the year.
Its survey of more than 1,000 retail workers also found more than two thirds think verbal and physical attacks from customers have got worse in the last two years as the cost-of-living crisis takes hold across the country.
Worryingly, 90 per cent said they had faced abuse at work, with more than eight in ten (84 per cent) verbally assaulted and nearly a third (31 per cent) threatened with violence.
More than a quarter do not bother to report difficult incidents to their employer or manager and of these, 29 per cent didn’t think they would receive any help, thought they might get into trouble (26 per cent) or didn’t know who to turn to (20 per cent).
As the abuse against staff grows, more than two thirds (68 per cent) said they were stressed or anxious about going into work and nearly half (41 per cent) had considered quitting their jobs.
Meanwhile a YouGov poll of 2,000 UK adults commissioned by the Retail Trust found that people blame most of their frustration whilst shopping on not enough staff or checkouts (63 per cent) rising prices (62 per cent) and items being out of stock (55 per cent).
Nearly half of people (47 per cent) admitted to getting annoyed with a shopworker, delivery driver or somebody working in customer services in the last year. Of these, 19 per cent said they raised their voice or lost their temper.
The Trust gives examples from real workers including: “The only way to describe my job is that it’s like being a human punch bag, every single day,” reveals one person working for an electrical goods’ store. “It’s not just the occasional rude customer, there’s this widespread lack of understanding from the public, who expect more than ever and insult us or become aggressive if they have to queue or an item is unavailable. It is relentless.”
In another example, Jane, a supermarket checkout assistant, said: “Getting abuse has become part of my job.”
The 51-year-old from Flint, North Wales added: “On many occasions I’ve had things thrown at me, been called names, and been threatened. I once refused to serve an energy drink to a young person and a group of them told me they would wait outside for me after work. We’re just trying to earn a living but it’s made me feel anxious about going to work.”
Chris Brook Carter, chief executive of the Retail Trust, said: “Being verbally or physically attacked should never be part of anyone’s job but we’re speaking to thousands of retail workers who face this kind of abuse on an all-too regular basis, to the point it’s almost becoming normalised.
“We’re hearing daily from retail workers who are being shouted at, spat on, threatened and hit at work. One shopworker was told by a customer that they hoped they got cancer and died. This is having a devastating and long-lasting impact on real people’s lives. Many are extremely anxious about going into work and having to take time off or even quitting.
“We’ve launched the Let’s Respect Retail campaign to end this intolerance epidemic and make our shops safer. Our message at the Retail Trust is clear. Abuse is never part of anyone’s job and if you’re a retail worker encountering abuse, threats or violence, please do report this to your manager and call the Retail Trust’s free helpline if you need any support dealing with your experiences.”
