Woolworths New Zealand is calling for respect and courtesy from customers this holiday season as team members continue to report high levels of verbal and physical aggression and abuse from customers.
The retailer is rolling out a campaign today that includes in-store radio announcements, posters and a week-long programme to thank customers who treat team members well. The campaign is in addition to Woolworth New Zealand’s three-year, $45 million investment programme, adding more security measures to stores.
Woolworths New Zealand Managing Director Spencer Sonn said it’s upsetting that team members are continuing to report daily, if not hourly, instances of abuse and aggression.
“The reality is that 99 percent of customers are fantastic and always treat our team with respect, but unfortunately, in the last few years, we have seen a significant rise in the number of people walking through our doors that act aggressively and sometimes violently,” said Sonn.
In the last week alone, Sonn said the team was spat at, called names, and shoved - all while simply trying to do their jobs.
“That’s why, leading up to the holiday season, New Zealanders will see and hear us asking for respect. We know it can be a busy and stressful time of year, but there’s no excuse for taking it out on our team.”
“Importantly, we also want to recognise the incredible acts of kindness and generosity we see from our customers and communities daily - so this week we’ll be saying thank you. Every one of our stores will award one gift card daily to a local customer who shows those traits. This is our small way of saying thanks and paying it forward.”
FIRST Union National Organiser for Retail Food, Ross Lampert, adds that supermarket workers were hailed as essential workers during the pandemic, recognising them as the heroes that they have always been for their critical work in providing for our communities.
“Unfortunately, since this time, there has been a noticeable escalation in abuse that has been thrown their way, often by customers who are under stress in their own lives. This is unacceptable behaviour, and First Union fully supports ensuring all Countdown and Woolworths team and other retail workers are treated with the respect and dignity they deserve,” said Lampert.
Woolworths New Zealand has several safety and security measures being rolled out to make stores safer for team members and customers. These include trolley lock systems, new self-checkout camera technology, and double-entry gates. Every measure implemented complies with New Zealand law, including privacy requirements.
