Physical abuse, verbal aggression, destruction and theft. For many retail workers, abuse at work from customers is an unfortunate, daily reality. Our report into retail worker safety found that customer abuse is an ongoing concern for retailers. 49% of workers said they need to call public safety officials to attend an incident in store at least once a month, and one in four has considered leaving their job over safety concerns.
So prevalent are the concerns surrounding retail staff abuse, lawmakers are listening. Across the country, bills have been enacted that aim to target retail abuse and elevate employee protection, and employers are taking their own action.
The “observer effect”
As employers across the U.S. prioritize protecting their staff from abusive customers, body cameras are becoming an integral part of the uniform for many store colleagues. This small, empowering piece of wearable tech captures video and audio from a first-person perspective. No longer the preserve of public safety officials, who use them to enhance transparency and accountability in their interactions, employers from all sectors are recognizing the benefits of body cameras to provide their employees with the means to capture customer interactions.
Significantly, unlike traditional CCTV, body cameras aren’t discreet – they are deliberately visible. Although recording protocols vary according to state (in some states only one member of the conversation needs to consent to a recording, whereas in others, both must consent), the mere presence of body cameras changes behavior.
The “observer effect”, where the behavior of both the wearer and those being observed is regulated by the presence of a camera, has a powerful impact on retail interactions and the handling of abusive customers. After experiencing a rise in theft and aggression, leading UK retailer, Poundland equipped colleagues in its most high-risk stores with body cameras. As a result, they saw an 11 percent decrease in serious incidents, specifically violence aimed at colleagues. Shoplifting and theft also reduced, resulting in several stores being removed from the high-risk list.
Employee protection in retail
The benefits of body cameras are felt significantly by employees. Adam Starkey, Poundland’s Investigations Manager said, “Colleagues have commented that the cameras support their confidence in dealing with anti-social behavior and they feel protected in the working environment.”
Additionally, almost half of our survey respondents said that they would feel safer wearing a body camera, valuing the evidence they provide to support investigations. This significantly boosts workplace morale, particularly in high-turnover industries like retail and hospitality. Empowered and protected employees not only deliver better service but are more likely to remain with their organization.
Don’t wait for an incident – prevent it
As well as the impact on morale, aggressive incidents in store impact turnover, legal liability, brand reputation and the wider community. Body cameras offer a proactive way to protect employees and ensure a safe shopping environment. Motorola Solutions body cameras are designed to meet these critical needs, offering discreet, user-friendly solutions that integrate seamlessly into your retail operations.
Ready to enhance safety, improve incident response, and empower your team?
