Respect in retail: Tackling violence against shopworkers

One of the most significant challenges facing retailers is the rising tide of violence against shopworkers. Despite record spending by retailers on crime prevention measures, violence and abuse against retail workers continues to rise. 

The Retail Trust found that:

• 77% of UK shop workers have faced intimidating behaviour in the past year, and 23% were physically assaulted;
• 43% now experience abuse or attacks weekly, marking a 10% rise from last year's 33%; and
• 45% report feeling unsafe at work, with 62% saying they feel stressed or anxious before a shift, while 43% have considered quitting retail due to abuse. 

While a YouGov poll of 2,000 UK adults found that a worrying 71% admitted getting annoyed with service workers recently while 24% forgot to smile or make eye contact, and 20% forgot to say “hello” or “thank you”.

'Let's Respect Retail' campaign

Christmas shopping and the January sales can often be flashpoints and recognising this, the Retail Trust launched its 'Let’s Respect Retail' campaign to tackle the crisis in November. The campaign aims to change consumer behaviour by encouraging shoppers to adopt small acts of kindness such as making eye contact, smiling, or saying “hello” and “thank you”. Retailers and consumers have been encouraged to share “smiles of respect”, with images displayed on large screens across major UK high street locations, like Piccadilly Lights and Heathrow, helping raise visibility around the message.  

The campaign also aims to raise awareness of the prevalence and impact of abuse and aggression faced by retail workers, and to bring together workers, shoppers, business owners, and citizens to defy the normalization of abuse in retail and foster a more respectful environment. As part of the campaign, The Retail Trust is providing tailored resources, training, and support for retailers and frontline colleagues - such as incident reporting pathways and mental health tools - to equip them in effectively managing abusive situations.  

Building momentum for change

The early signs are positive. The campaign has rallied major retailers, unions, and industry partners to work together to raise awareness, improve support tools, and promote reporting and de-escalation strategies. The campaign has underscored the severity of abuse in retail, shaped public awareness, garnered high-profile support, and initiated behavioural changes.

While no one would suggest that the campaign is the complete solution, it is a key part of a multi-faceted approach involving retailer initiatives, government action, and union advocacy to addressing this serious issue affecting retail workers across the UK.  

Legal and practical solutions for retailers

We have reported previously on some of the legal issues around the various initiatives that retailers are adopting, but aside from body cameras and other tech solutions, retailers need to put in place robust plans around staff training, de-escalation strategies and zero tolerance policies for abuse. No one should feel unsafe at work and messages of kindness can help drive change. Although the incidence of abuse remains high, the messaging is sparking momentum toward long-term cultural improvements. 

Contact us to discuss how we can support your retail business in creating a safer, more respectful working environment.