black friday crowd management
DESCRIPTION
As the tradition of "Black Friday weekend" continues to grow in popularity, retailers must manage more crowds and more risks. They are also presented with a great opportunity to profit from this consumer-oriented "holiday." In planning for safety and crowd management, you'll discover that many safety procedures go hand-in-hand with operational enhancements that can boost productivity by as much as 35 percent.TRANSCRIPT
FRIDAYBLACK
Crowd Managementfor Retailers
Tips for Keeping it
Safe and Profitable
THEBLACK FRIDAY WEEKENDIS DEFINEDas the Thursday-Sunday starting on Thanksgiving
NUMBER OFBLACK FRIDAY
WEEKENDSHOPPERS
2007 2008 2009 2010 2011
$147M
$172M
$195M$212M
$226M
A GROWING HOLIDAY TRADITION
MORE CROWDS
MORE SHOPPERS
MORE RISKSINJURIESLOSSCUSTOMER DISSATISFACTION
KEEPING IT SAFE
Priority #1
WHAT’S REQUIRED?
Planning
Pre-Event Setup
During the Event
Handling Emergencies
PLANNING
FOR THE
ExpectedFOR THE
UnexpectedExtra StaffExtra SecuritySignageLine StanchionsTickets/Wristbands
Evacuation RoutesCommunication PlansLaw Enforcement/ Public Official EngagementReunificationPreservation of Evidence
PRE-EVENT SETUP
PAY ATTENTIONTO THE ENTRY Set up barricades
LINE PLACEMENT Set up barricades or rope lines ahead of time
DURING THE EVENT
COMMUNICATION IS CRITICALSignageStanchions/BarriersPublic AnnouncementsTickets/WristbandsChain of CommandSite Map
MANAGING CUSTOMERS IN LINEEntry/Exit PointsTraffic FlowAdditional Staffing and Security
HANDLING EMERGENCIES
Instruct employees
to call 911 and follow
internal procedures
once they have called
for assistance.
Have Automatic External
Defibrillator (AED)
device(s) readily available
and key staff trained on
how to use the device
as well as how to
perform Cardiopulmonary
Resuscitation (CPR).
Address potential
dangers employees may
face including: over-
crowding, aggressive
shoppers, violent acts,
being struck/crushed by
the crowd, fire and
unexpected natural/
man-made disasters.
Consider sharing
these emergency
plans with local
public safety agencies.
KEEPING IT
PROFITABLE
Priority #2
SINGLE LINE QUEUING ELECTRONIC QUEUING IN-LINE MERCHANDISING
SINGLE LINE QUEUING
REDUCEWAITTIMES
BOOSTEMPLOYEE
PRODUCTIVITY
ENHANCE THECUSTOMER
EXPERIENCE
REDUCE RENEGING
AND BALKING
REDUCE“SWEET-
HEARTING”
ELECTRONIC QUEUING
STREAMLINE THE WAYCASHIERS HAIL CUSTOMERS
BOOST PRODUCTIVITY UP TO
35%
CAPTURE LAST MINUTE IMPULSE SALES
IN-LINE MERCHANDISING
PREPARED?ARE YOU
SOURCESOSHA Crowd Management Safety Guidelines for Retailers,
National Retail Federation 2011 Crowd Management Guidelines
CREATED BY