October 2 is the International Day of Non-Violence, an opportunity for NTHA members to remind customers that respectful behaviour matters, particularly for the people working behind the counter, on the shop floor and across the yard.
For retail and trade businesses, customer interactions are part of everyday operations. Staff may deal with complaints, product availability, delivery delays, returns, pricing questions and other situations where conversations can become difficult.
October 2 provides a simple opportunity to put a positive message in front of customers and reinforce that everyone working in the business deserves to be treated with respect.
Keep the message positive
Businesses do not need to make the day a major campaign. A simple, polite message displayed at the counter, on a noticeboard or through digital signage can be enough.
For example:
October 2 – International Day of Non-Violence
Today is a reminder of the importance of respectful communication.
We ask that our team and customers treat each other with courtesy and respect.
Thank you for helping us maintain a safe and respectful workplace.
The wording can be adapted to suit the business and its customers.
Put the message where customers will see it. For timber and hardware merchants, useful locations could include:
- the trade counter;
- checkout areas;
- customer service or returns desks;
- staff and customer noticeboards;
- entrances and reception areas;
- digital screens; and
- business social media pages.
A short message can also be included in an email to customers or suppliers around October 2.
It is also about the people behind the counter
The day can be used to recognise the employees who deal directly with customers every day.
A short staff message could remind employees that difficult interactions should be managed through the business’s normal procedures and that they should seek assistance when a situation becomes threatening or unsafe.
For managers, it is also an opportunity to make sure staff know who they can turn to if they experience aggressive or unacceptable behaviour.
A message that works all year
While October 2 provides a timely reason to raise the issue, respectful behaviour is relevant every day.
For timber and hardware merchants, a simple customer message can help reinforce the type of environment the business wants for its employees and customers — one where people can ask questions, raise concerns and resolve issues without aggression or intimidation.
It is a small reminder, but one that can have meaning for the people working in the business every day.