“Treating retail workers with kindness during the festive trading period” – Usdaw welcomes a parliamentary motion

EDM 484: “That this House welcomes the press and social media campaign from the Scottish Retail Consortium and Usdaw which is urging Scots to be kind, considerate and respectful to retail workers and fellow customers when shopping this Christmas; notes that the festive period can be an especially complex and challenging time for retail businesses with colleagues working hard to keep shelves stocked and products delivered; understands that abuse towards those working in customer service has climbed with figures from Usdaw showing over two thirds of retail staff have experienced verbal abuse in the past twelve months; affirms that any mistreatment of colleagues in stores is wholly unacceptable and should not be tolerated; and commends this responsible and positive initiative from employers and trade unions for a little Christmas kindness and courtesy from Scots so that we can all enjoy shopping over the festive period and in turn support local jobs and the vibrancy of our town and city centre destinations.”

Paddy Lillis – Usdaw general secretary says: “Retail workers deserve far more respect than they receive. It is shocking that over two-thirds of our members are suffering abuse from customers, with far too many experiencing threats and violence. Abuse is not a part of the job and much more needs to be done to protect retail workers. We were delighted to have won the campaign for a protection of workers law in the Scottish Parliament, but that is the beginning, not the end. We have to ensure that the legislation is central to tackle a growing wave of retail crime and Usdaw looks forward to working with employers and Police Scotland to make that happen.

“Usdaw is calling on the shopping public to ‘respect shop workers’ and ‘keep your cool’, particularly in the run-up to Christmas when the number of incidents increases as shops get busy and customers become frustrated. We very much welcome that MPs are amplifying our campaign message and supporting retail staff during the festive period and all year round. This is a hugely important issue for our members; they are saying loud and clear that enough is enough.”

Scottish voices from the frontline: These are some of the comments Scottish retail workers shared when responding to Usdaw’s survey:

Central Scotland: “Punched in the shoulder and verbal abuse - being called names and sworn at.” - “Shouted at for tills not working.” – “Customer tried to grab my face.” - “Colleague got stabbed with screwdriver.” – “I get deliberately misgendered.”

Glasgow: “Daily verbal abuse, even when asking customers to scan their bags.” - “Held up at knifepoint.” - “Couple stole jars of coffee, asked for them back and they smashed a jar of coffee on my head.” – “Punched on chin and chest.”

Highlands and Islands: “Threatened with a bottle after customer stole beer.” - “Aggression over being asked for ID, unwanted sexual attention.” - “Customer came behind cash desk and was in my face, telling me she’d be waiting on me.”

Lothian: “Racially abusive statements made to me and about me.” - “Grabbed by the scruff of my work jacket and shook me whilst yelling I had ruined their son's Christmas because we were out of a specific chocolate.” - “Being called a bitch.”

Mid-Scotland and Fife: “Men following to the car.” - “Customers unhappy with self-service. Shouting at me or talking in a bad way.” - “Customers being volatile when you will not sell them age-restricted items due to no ID.”

North East Scotland: “Theft and threatening behaviour towards myself or my colleagues is a daily occurrence. Worst I have experienced.” - “Referred to as a bloody shelf stacker.” - “Customers shouting at you, pushing trollies into you.”

South Scotland: “Kick up the bum by customer.” - “Customers grabbing my waist, pulling my hair, grabbing my shoulder/arms/legs, telling me they stalk me, telling me to meet them after work, making sexual comments toward me.”

West Scotland: “Called a f**king moron because I was pulling a trolley on the shop floor.” - “Drunk football fans - alcohol purchase rejection - backed against wall, poked in the eye - grabbed by others in the group preventing me from alerting security.”