When you start working as a retail assistant in London, you go into it expecting a certain degree of abuse. Small outbursts of annoyance at the length of the queue, or personal comments about the ridiculousness of not having a certain pair of jeans in stock may as well be listed in the job description – it’s something you can get used to. I learned to brush off this behaviour and not let it affect me. Instead, I just smile and nod, and smile and nod.
But never have I seen more mistreatment of staff and abuse from the public than during the easing of lockdown over the last month. On multiple occasions, I have been forced to step away from an aggressive customer who erupted due to a reminder to “please, wear a mask inside the store”. While most respectfully comply, others started shouting their rights down my face about “not being able to breathe”. Others outright said they “don’t believe in it”.
On one instance, a well-dressed woman approached me asking whether she could try on clothes, holding a pile of five or more items. Apologising to her, I said that “unfortunately, the fitting rooms are currently closed” – which she took as an opportunity to throw the pile directly at my face, and leave the store in a huff.
I stood there speechless, my eyes wide in disbelief. Hangers poking at my cheeks as I clenched the clothes against my chest, a pair of jeans slowly falling off my shoulder to the floor. Humiliated, shocked, livid, I felt so many emotions running through my body. In rage, I dropped the pile and hurried to the bathroom to collect myself back up.
“We retail workers experience the stress of coping with the effects of the pandemic as much as anyone else, without the unnecessary abuse.”
The pressures and treatment from customers has become belittling and dehumanising. I, along with other retail workers, experience the stress of coping with the effects of the pandemic as much as anyone else, without the unnecessary abuse added from shoppers. But what else can I do when an outraged customer is yelling in my face, other than to just “apologise for the inconvenience”, smile, and agree with their impulsive requests?
Other retail workers I have spoken with have noticed a matching shift in customer behaviour since the reopening of non-essential stores. One even said an angered man threw shoes back at him when he found out he could only pay by card.
Retail violence was already a growing issue prior to the pandemic, and it can trigger huge amounts of stress, anxiety, and even depression. The Union of Shop, Distributive and Allied Workers (USDAW) reports incidents of shop workers who experience verbal abuse, threats and assault have doubled in the last month. 62% of UK shop workers experienced verbal abuse, and almost a third were threatened since the reopening of stores. A report by the Time To Change campaign claimed that 36% of retail employees in the UK have been diagnosed with a mental health condition, while Mind is already experiencing an overwhelmingly high demand of mental health services since the coronavirus pandemic, the numbers are expected to grow.
“I wish customers could see things from our perspective, show more compassion, and realise that we are people too.”
I know exactly how this feels. There have been times I have questioned going into work, and even the point of getting out of bed in the morning. The physical and mental exhaustion of dealing with know-it-all customers has risen above my level of patience and tolerance. I keep reminding myself that ‘this is just temporary’ or ‘we are all stressed right now’. But I am tired of making excuses for the shoppers who have no sense of compassion for the retail workforce.
This isn’t our only stress, either. The health and social care secretary, Matt Hancock, said “mandatory mask-wearing will protect shop assistants who can be up to 75% more likely to die of coronavirus than the general population”. And yet, the new government regulations on social distancing and PPE cannot be enforced by staff or store security. Shop workers like me are particularly at risk because they spend all day in confined spaces where public traffic is high, social distancing is minimal, and the virus can spread easily.
Whereas the majority of shoppers are very understanding and compliant with the new rules, there is a minority who make our lives very difficult and unpleasant. I wish customers could see things from our perspective, show more compassion, and realise that we are people too.
Some of my colleagues have already abandoned their jobss. I do not want to be forced to do the same.
Viktoria Bielawa is a freelance photographer and journalist, and a masters student at the University of the Arts London. Follow her on Twitter at @viktoriabielawa
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