More and more shoppers are taking out their frustrations on retail employees, a new survey from Axonify has found. The questionnaire, which drew responses from 500 front-line workers in retail, hospitality, and food & beverage, found nearly three-quarters (72%) experience or witness customer incivility on a daily or weekly basis, with just 1% noting they’ve never encountered such behavior in the past year.
“Frontline workers in retail, hospitality and food service juggle an ever-growing list of responsibilities, which becomes increasingly difficult amid economic and labor market challenges,” said Carol Leaman, Co-Founder and CEO of Axonify, which provides clients with employee on-boarding and training. “As these challenges persist, it is crucial for employers to provide their frontline workforce with continuous learning to ensure they remain prepared and safe.”
A significant concern among frontline workers is their perceived lack of skills in managing customer conflicts effectively. Over half express apprehension about handling escalating situations (53%) or finding themselves without adequate information during critical moments (52%). These training gaps underscore the urgent need for enhanced support, Axonify says.
Despite initial de-escalation training during onboarding for over a quarter of employees, many struggle to recall specifics when needed most, highlighting the necessity for continuous on-the-job learning. The majority seek further training on managing violent situations (77%) and handling disputes related to price increases (70%). Additionally, nearly half advocate for technology solutions like body cameras to help identify issues early on (41%). (Editor’s note: this survey only looked at the rudeness experienced by workers; it did not include questions to customers about their encounters with uncivil employees.)
Click here for more from the Axonify survey.
Family Legacy, New Chapter: How Wilkerson Turns 89 Years of History Into Future Success
After 89 years of serving the Albany community, Harold Finkle Your Jeweler faced a pivotal decision. For third-generation owner Justin Finkle, the demanding hours of running a small business were taking precious time away from his young family. "After 23 years, I decided this was the time for me," Finkle explains. But closing a business with nearly nine decades of inventory and customer relationships isn't something easily managed alone.
Wilkerson's comprehensive approach transformed this challenging transition into a remarkable success story. Their strategic planning handled everything from advertising and social media to inventory management and staffing — elements that would overwhelm most jewelers attempting to navigate a closing sale independently.
The results speak volumes. "Wilkerson gave us three different tiers of potential goals," Finkle notes. "We've reached that third tier, that highest goal already, and we still have two weeks left of the sale." The partnership didn't just meet financial objectives—it exceeded them ahead of schedule.
