COVID-19 is not the only thing that goes viral. The bad side of humanity is shown in customer behavior in business.
John-Paul Drake
By Drake's director John-Paul Drake.
Retail has always been an exciting industry to be part of the fast pace, new products and front. It is a complex and complicated animal that looks so simple from the outside: you get the baked beans, put them on the shelf and scan them through the register. Easy!
2020 turned this simple concept upside down. The best of humanity showed itself as we drove through bushfires, hurricanes and floods, with support from around the world arriving to give our country a big hug.
Then COVID-19 met us like a series of trollies that were released in a parking lot.
The current Coronarush has caused hoarding of products that I have never seen in my 30 years as a retailer. People argue in the aisles over a pack of toilet paper. They shout at each other over a bottle of hand wash. But worst of all? They take on their frustrations on my team. Unacceptable.
A recent national survey of more than 6,000 workers shockingly found that 85 percent of retail employees were abused by a customer. Well, that would be shocking if I didn't see it almost every day now. Keyboard warriors spit, punch, kick, yell, and abuse my team, all because the world has gone crazy and bought eight months of toilet paper in four weeks.
With Drakes, Papa's mantra was always:
Rule number 1: The customer is always right.
Rule number 2: If the customer is not right, refer to rule number 1.
This is still an important part of our business. But here's the thing: you lose the right to be our customer if you abuse one of my team members.
It's a simple retail store.
As an employer, it is our responsibility to protect our greatest asset: our employees. We put our foot down and take action. We speak to our customers and ask them to stay calm and treat our team with the respect they deserve while continuing to manage these unprecedented and stressful times. We have introduced new policies and procedures to support our team, and we are adding further training to ensure that they have the skills to deal with these situations. We will prosecute those who abuse our team.
Physical or verbal abuse is unacceptable in any environment, but is no longer acceptable if 32 percent of retail workers are under the age of 25. We have to spread the word: the entire retail industry has to take a stand. If we want to create tomorrow's retailers, we need to protect our frontline team today.
I would love to hear what you do to protect your team in these unusual times. Hit me on one of my platforms below.
LinkedIn: @johnpauldrake
Facebook: @JPDrakeAU
Website: www.jpdrake.com.au
YouTube: JP Drake
Instagram: @ ake.and.drake
Podcast: / DucksDontGetColdFeet
About information
John-Paul Drake has retail in his blood. When Trolley Boy and forklift truck started in the family business 30 years ago, his passion for retail is firmly anchored as the director of Drakes supermarkets. He is a staunch supporter of supporting the local population and is not afraid to call it what he sees it.
