Selling alcohol in your convenience store? 7 tips to keep staff safe
Beginning September 5, 2024, beer, wine, cider, coolers, seltzers, and other low-alcohol ready to drink beverages can be sold in licensed convenience stores. Those gearing up to sell alcohol in the coming months need to prepare for possible impacts to the health and safety of staff.
“Selling items of higher value like alcohol can open the door to increased attempts at theft, which if not handled appropriately, can lead to injury of a staff member,” says Pam Patry. “Stores that sell alcohol may also attract inebriated customers, increasing the risk for violence and harassment.”
Legally, all businesses – no matter how small – have a duty under the Occupational Health and Safety Act to protect the health and safety of their staff. Businesses with more than six employees must also have a violence and harassment policy and program in place.
7 safety tips for retail stores that sell alcohol
“Reduce the potential for theft, violence and harassment and protect and empower your staff if a dangerous situation arises by developing and reviewing your store’s violence and harassment policies with these tips in mind,” suggests Pam.
- "Carry out a risk assessment to identify when risks of theft, violence and harassment are greatest,” Pam recommends. WSPS offers a free template to help you get started.
- Use cameras to deter thefts. "Place them on the door and on the cooler(s) that contain the alcohol," says Pam.
- Use signage to set expectations for customers before they enter. There are numerous options, including:
- We don’t serve minors
- We won’t tolerate abuse towards our staff
- We ID
- We stop selling alcohol at XX pm
- This store is under video surveillance
- Consider closing the alcohol section early. The Alcohol and Gaming Commission of Ontario (AGCO) permits convenience stores to sell alcohol from 7 am to 11 pm, but you can always choose to close the alcohol section of your store earlier if you have determined that risks to staff are greater at night.
- Have two staff members working during the hours you are selling alcohol. “A person working alone is much more vulnerable to theft, violence and harassment,” Pam notes. “They also may have more difficulty getting help in an emergency.” If you can’t have more than one person working at a time, it is essential to create a check-in plan and schedule for the lone worker. “If you need help with this, contact a WSPS consultant.”
- Train staff. Staff at participating stores who handle or sell alcohol must be over the age of 18 and take an AGCO-approved training course (Smart Serve). In addition to these basics, consider educating them on the following:
- De-escalation techniques for dealing with abusive or aggressive customers. These include being calm, respectful and non-confrontational, being empathetic, letting the person speak, and maintaining a safe distance. “Role play with staff until everyone is comfortable using these techniques,” suggests Pam.
- How to be courteous and polite when refusing service or if a customer is irritated about showing ID or being refused a purchase due to inebriation. For example, “I’m sorry sir, I can’t serve you today, but please come back tomorrow.” If the customer gets increasingly agitated, use de-escalation techniques or call a manager or the store owner for assistance.
- Never block the pathway of a thief or confront them. Instead, get a description and call the police. “Trying to stop a theft is how people get injured or killed,” says Pam. “You never know what weapons someone may be carrying. Likewise, never attempt a citizen’s arrest.”
- Put emergency plans in place and practice them with staff. “It can be hard to think clearly when faced with a potentially dangerous situation,” says Pam. Have a plan in place so that everyone clearly understands what they should do. Who can staff turn to for immediate assistance? Where can they go to protect themselves if the situation becomes dangerous? Does your store have a safe room equipped with a lock and phone? How do staff report incidents?
Free Resources
- Violence & Harassment Roles and Responsibilities
- Small Biz Safety Podcast Episode 32 | Retail theft is on the rise - Is your small business prepared?
- De-escalating high-stress situations at work: 4 stages to aggression, 4 responses
- Workplace Violence and Harassment Toolbox - Information, tools and assessments that can be useful to employers as they identify hazards and risks related to violence and harassment.
- Small Business: Workplace Violence and Harassment (video)
- Employee Violence Risk Assessment Questionnaire
- Workplace Violence & Harassment Awareness (Free eCourse, 40 minutes)
- Health & safety at a distance: how to keep lone workers safe (article)
Have health and safety questions? Please contact Denise Lam, WSPS Account Manager, Small Business at [email protected].
The information in this article is accurate as of its publication date.
