Unfortunately, we are increasingly seeing tensions in the supermarket due to the corona measures. There are regular arguments between supermarket staff and customers about not wearing a face mask, the 1.5-meter rule or the obligation to bring a cart. Supermarket employees are often young people, who do not always know how to deal with this in a calm and productive way. That is why this article contains a number of tips to prevent an unpleasant situation and to de-escalate aggression.
1. Stay calm and kind
Of course, it's not fun to have an angry, yelling person in front of you. You will soon be tempted to yell back. Try to resist this temptation! This only makes the situation worse. Put your best foot forward and try to control your emotions. Be polite, but try not to overdo it. Exaggerated feigned politeness only fuels aggression.
2. Explain the rules clearly
The rules may be self-explanatory to you, but that does not mean that your customer always understands them. Therefore, be patient and explain the rules, especially when a customer specifically asks for this.
Is a customer not allowed to enter because the maximum number of customers has been reached? Then explain why the customer has to wait a while. Does a customer not want to bring a shopping cart, because he or she "only needs 2 things anyway"? Then explain that the shopping carts are mandatory because they create distance between customers.
3. Don't seek confrontation
If a customer does not obey and continue or does not want to leave the supermarket: do not seek confrontation. Report it to the manager or an external party such as law enforcement or the police.
Your safety, the safety of your colleagues and that of other customers always comes first. If a customer crosses a line by threatening you or showing physical aggression, always inform your manager and contact the police.
4. Make use of cameras
The use of cameras can also help to reduce aggression in the supermarket. Make sure the cameras are clearly visible so customers know everything is being recorded.
5. Use professional security
The CNV trade union also indicates that supermarket staff are experiencing an increase in aggression. The CNV is therefore calling for professionals security in supermarkets.
“Since Mark Rutte's press conference in which the lockdown was announced, we have seen that the short fuse is increasing,” says CNV spokesman Piet Fortuin against Heart of the Netherlands. Fortune says he is concerned, especially since many supermarket employees are still very young. “We are getting signals that it can no longer be done. That is why we as CNV say: make sure you use professional security at the large supermarkets. You can't leave that to students. That requires professionalism.”
We also recommend the use of professional security. Professional security guards are trained to prevent unpleasant and unsafe situations and always know how to act.
Dutch Crowd Security
Are you interested in using professional security in your supermarket? Then request a quote without obligation. Do you have questions about supermarket security? Please contact us by calling: 085 822 9600.