With the festive season getting into full swing, trade bodies representing both hospitality and retail staff have come together to urge the public to be kind and considerate in their dealings with the people serving them.
This plea comes as violence and abuse against those in customer service continues to climb, with a recent survey by the Union of Shop, Distributive and Allied Workers (Usdaw) revealing that in the last 12 months, 65% of retail staff experienced verbal abuse, and 42% were threatened by a customer.
With those sorry statistics in mind, the British Retail Consortium and UKHospitality this week issued a joint appeal for a bit less fury and a bit more festive spirit out at the tills and bars of the Christmas frontline.
“Christmas is always an incredibly complex and challenging time of year for the retail and hospitality industry,” read the plea. “Everyone is working extra hard to keep shelves stocked, products delivered, and meals and drinks served, and stores, delivery services, restaurants, pubs and bars will naturally be a little busier.
“Nonetheless, it is essential that we all play our part in creating a friendly and enjoyable environment for other customers and staff this Christmas, and we ask for patience, kindness and consideration during this busy time.”
Speaking for UKHospitality, chief executive Kate Nicholls said: “Christmas is a time for friends and family to come together, so naturally venues will be busier as we all look to go for a drink or have a meal out.
“Our staff work incredibly hard over the busy festive period to make sure everyone can enjoy the brilliant hospitality experiences the UK is known for and they deserve to be treated with kindness and respect.
“We’d urge customers to do just that and not let any frustrations boil over into mistreatment of staff. Any poor treatment of staff should not be tolerated.”
Chief Executive of the British Retail Consortium, Helen Dickinson, added: “As the clock counts down to Christmas Day, retail stores and websites will become increasingly busy. People in retail are working hard to look after customers, helping them find what they need, keeping shelves stocked and delivering goods.
“While tensions can run high, any mistreatment of our colleagues will not be tolerated. Confrontations, be it verbal abuse or physical assault, can take a huge toll on victims, their families and their colleagues. ‘Tis the season to shop kind.”
