Problems on the floor.
WHAT SITUATIONS ARISE
Angry customers Suspected theft Payment disputes Intoxicated or aggressive people Robbery Medical emergencies
WHAT TO ESTABLISH
What staff should do in each.
WHY IN ADVANCE
Decisions made in the moment are poor.
WHAT TO TRAIN FOR ANGRY CUSTOMERS
Listening Moving the conversation away from other customers Not matching their tone Escalating to a named person
WHAT TO DO ABOUT SUSPECTED THEFT
Follow a defined procedure, cautiously.
WHY CAUTIOUSLY
Wrongful accusation produces serious consequences.
WHAT NOT TO DO
Detain people Search people Accuse without certainty
WHAT TO DO INSTEAD
Observe, record, and involve the appropriate authorities.
WHAT TO ESTABLISH FOR ROBBERY
That staff comply, do not resist, and observe what they safely can.
WHY
Nothing in the shop is worth an injury.
WHAT TO DO AFTERWARDS
Secure the scene Contact the authorities Support the staff involved Record everything
WHY SUPPORT MATTERS
Robbery affects people substantially, and it is frequently ignored.
WHAT TO ESTABLISH FOR MEDICAL EMERGENCIES
First aid provision and who is trained How emergency services are contacted
WHAT TO RECORD
Every significant incident.
WHAT TO REVIEW
Whether procedures worked.
