Scottish shopworkers speak out about violence, threats and abuse
Retail trade union Usdaw is asking customers to ‘keep your cool’ as the busy pre- Christmas shopping gets underway, which will culminate in what the retail industry has already dubbed ‘Super Saturday’, with 23 December being the last full shopping day before Christmas.
Shocking statistics from Usdaw’s annual survey of shopworkers shows there are still far too many incidents of violence, threats and abuse against shopworkers. Interim results from over 3,000 retail staff responses show that in the last twelve months:
· 65% have experienced verbal abuse.
· 42% were threatened by a customer.
· 5% were assaulted.
· 71% of verbal abuse was caused by customer frustration.
Scottish voices from the frontline:
These are some of the comments Scottish shopworkers shared when responding to Usdaw’s survey:
Central Scotland: “Customer wasn’t happy about something and took it out on me with shouting.” – “Most abuse when asking for ID for age identification.” – “Customer wasn’t sold alcohol and became verbally aggressive, they left but I felt shaken.”
Glasgow: “Shouting at me, getting in my face, calling me names, saying I’m useless, swearing, using derogatory female terms.” – “Pregnant member of staff got assaulted with a solar light.” – “Attacked in the car park finishing shift.”
Highlands and Islands: “Have been pushed and punched.” – “Called horrible name and barged past by a customer who I asked to leave because he is barred for shoplifting.”
Lothian: “Threats to stab us, wait for us to finish etc.” – “Customers who are drunk issuing vague threats, personal insults.” – “Touched by a male customer, he got angry, called me a rat and a lesbian because I didn’t want to be touched.”
Mid-Scotland and Fife: “Verbal abuse daily, at Christmas get threats.” – “Threatened to get punched and verbal abuse.” – “Challenging shoplifters on a daily basis and dealing with anti-social behaviour.” – “Grabbed me from behind.”
North East Scotland: “Customer said they liked my hair then pulled it.” – “Intentionally swung his basket at me after being told the alcohol aisle was closed.” – “Swearing directed towards me when asking shoplifter to leave the store.”
South Scotland: “Abuse from youths on a daily basis – threats and violence from shoplifters under the influence of drink and drugs.” – “Customer spit in my face after assaulting security.” – “Hit with packs of cakes and called a fat lazy cow.”
West Scotland: “Hit in the face by a drunk man with a basket.” – “Someone tried to hit me with a bottle.” – “Shouted at about queues, items not in stock or wanting a refund on an item that has been used and no receipt.”
Paddy Lillis – Usdaw General Secretary says: “It is heart-breaking to hear these testimonies from Scottish shopworkers who deserve far more respect than they receive. Our latest survey results clearly show the scale of the appalling violence, threats and abuse faced by retail staff.
“It is shocking that two-thirds of our members working in retail stores are suffering abuse from customers, with far too many experiencing threats and violence. Seven in ten of these incidents were triggered by customers being frustrated with stock shortages, lack of staff or problems with self-service checkouts.
“All of these problems are largely outside the control of retail staff, but they are the people who bear the brunt of shoppers’ anger. Our members tell us that incidents of verbal abuse are much worse in the run up to Christmas, when shops are busy, customers are stressed and things can boil over.
“That is why we are asking customers to ‘keep your cool’ and respect shopworkers, to make the Christmas shopping experience better for everyone.”
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