As it seems to be an increasingly relevant topic, retailers are behind the curve when it comes to general public safety. As most retail business is done on commercially owned and operated property, it is near impossible for them to initiate, and more importantly, practice emergency procedures. Most retailers have guidelines that they communicate that are designed to protect the safety of the employees, but few mention safety of customers. This needs to change.
As a seasoned manager, I have long had confidence in my own knowledge of what I need to do in the event of an emergency. However, I am concerned that in my absence, my employees may not have that same confidence, or even some of my peers. Times are changing, and safety is NOT something we can wait on. Most high target places like convenience stores and fast food restaurants are setting the standard with their practices, and almost all of their procedures can translate directly into shopping center/mall based retail.
First, each location should be equipped with an easily accessible emergency/evacuation kit. This kit should minimally include:
Current Store Phone List
Current Corporate Emergency Contacts
Current Corporate Policies and Procedures regarding employee and customer safety, evacuation, and medical emergency.
ALL Local Emergency and Non-Emergency Numbers (Fire, Police, Ambulance)
ALL Exit routes and evacuation meet-up points
Second, retailers MUST make this an active part of training for all employees. It must be ongoing, and active. During store meetings, emergency procedures should not only be discussed, but practiced. Managers need to conduct realistic potential scenarios for their employees to understand the potentially lifesaving measures they may need to be responsible for.
As nobody wants to think of "worst case scenarios", the reality is they exist. Storms, fires, floods, medical emergencies, and several other unforeseen events will happen, and they will require store personnel to act quickly and appropriately.
Personally, I believe stores should practice these drills as commonly as schools and large businesses conduct fire drills and safe evacuation procedures. The challenge is the customers. I believe the customers will be encouraged to know that stores are proactively making safety a priority. Most travelers welcome safety screens and delays if it gives them a greater peace of mind to fly (excluding those touchy agents!).
As a seasoned manager, I have long had confidence in my own knowledge of what I need to do in the event of an emergency. However, I am concerned that in my absence, my employees may not have that same confidence, or even some of my peers. Times are changing, and safety is NOT something we can wait on. Most high target places like convenience stores and fast food restaurants are setting the standard with their practices, and almost all of their procedures can translate directly into shopping center/mall based retail.
First, each location should be equipped with an easily accessible emergency/evacuation kit. This kit should minimally include:
Current Store Phone List
Current Corporate Emergency Contacts
Current Corporate Policies and Procedures regarding employee and customer safety, evacuation, and medical emergency.
ALL Local Emergency and Non-Emergency Numbers (Fire, Police, Ambulance)
ALL Exit routes and evacuation meet-up points
Second, retailers MUST make this an active part of training for all employees. It must be ongoing, and active. During store meetings, emergency procedures should not only be discussed, but practiced. Managers need to conduct realistic potential scenarios for their employees to understand the potentially lifesaving measures they may need to be responsible for.
As nobody wants to think of "worst case scenarios", the reality is they exist. Storms, fires, floods, medical emergencies, and several other unforeseen events will happen, and they will require store personnel to act quickly and appropriately.
Personally, I believe stores should practice these drills as commonly as schools and large businesses conduct fire drills and safe evacuation procedures. The challenge is the customers. I believe the customers will be encouraged to know that stores are proactively making safety a priority. Most travelers welcome safety screens and delays if it gives them a greater peace of mind to fly (excluding those touchy agents!).
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