A dozen retailers including Gap and H&M are collaborating on a campaign this fall to enlist customers to combat bad behavior against retail workers. The campaign, spearheaded by nonprofits Open to All and Hollaback as well as the Retail Industry Leaders Association, comes as workers face increased harassment as they try to enforce social distancing and mask protocols during the pandemic. Among those who have been the targets of abuse are people of color, those with disabilities and those who identify as LGBTQ. Calla Devlin Rongerude, director of Open to All, said the campaign is not asking customers to step in to physically stop altercations, but rather to help de-escalate the situation and show support for workers. Participating retailers will have signage in their stores with QR codes, allowing customers to sign a pledge of support. There will also be a tool kit designed by Hollaback to show how customers can help, including how to create a distraction for the abuser as well as documenting the situation and bringing in someone else to help. Even as the spread of COVID-19 slows, retailers fear abusive behavior will worsen as stores anticipate big crowds for the back-to-school and holiday seasons. With many states and businesses relaxing mask mandates and customers experiencing pandemic fatigue, workers worry about their safety. “There is a lot of ambiguity,” Rongerude said. “People have a lot of fatigue. That is when tempers flare.”
Retailers fear abuse of workers will get worse as COVID slows
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