Selling alcohol in your grocery or convenience store? 7 tips to keep staff safe

Grocery and convenience stores that are now selling alcohol in the coming months need to focusfor possible impacts to the health and safety of staff, says Amanda Gorman, WSPS Healthy Workplaces Consultant. 

As of October 31, 2024, all licensed grocery stores and big-box grocery stores are now able to sell beer, wine, cider and ready-to-drink beverages. Stores have been able to sign up for a licence from the Alcohol and Gaming Commission of Ontario (AGCO) since June 17, 2024. 

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). Participating stores can’t sell alcohol to people under the age of 19, or to intoxicated customers.

“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 Amanda. “Stores that sell alcohol may also attract inebriated customers, increasing the risk for violence and harassment.” 

All businesses, no matter how small, have a duty under the Occupational Health and Safety Act to protect the health and safety of staff. Businesses with more than six employees must also have a violence and harassment policy and program in place.  

Together with WSPS Small Business Consultant Pamela Patry, Amanda has compiled 7 tips for participating stores to reduce the potential for theft, violence and harassment, and to protect and empower staff if dangerous situations arise. 

7 tips for retail stores that sell alcohol 

“Take the time to develop and review your store’s violence and harassment policies with these tips in mind,” suggests Amanda. 

1. "Carry out a risk assessment to identify when risks of theft, violence and harassment are greatest,” Pamela recommends. Check out the ‘How WSPS can Help section’ below for a free template.

2. Use cameras to deter thefts. "Place them on the door and on the cooler(s) that contain the alcohol," says Amanda.

3.  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

4. Consider closing the alcohol section early. Convenience and grocery stores can sell alcohol from 7 am to 11 pm, says the AGCO. “But you can always close the alcohol section of your store earlier – say, at 9 pm – if you have determined that risks to staff are greater at night,” explains Amanda. 

5. 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,” Pamela 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.”

6. Train staff:

• on 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,” says Amanda.
• to be courteous and polite when refusing service or if a customer is irritated about showing ID. 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.
• to 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 Amanda. “You never know what weapons someone may be carrying. Likewise, never attempt a citizen’s arrest.”

7. 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 Pamela. 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? 

How WSPS can help

Free Resources 

• Violence & Harassment Roles and Responsibilities
• Retail Safety & Security Guide
• De-escalating high-stress situations at work: 4 stages to aggression, 4 responses (article)
• 5 de-escalation tips when responding to agitated customers (article)
• Small Business: Workplace Violence and Harassment (video)
• Small Biz Bytes: Workplace Violence and Harassment (video)
• Safety in 60 seconds: Violence and harassment safety tips (video series)
• Small Biz Safety Podcast Episode 32 | Retail theft is on the rise - Is your small business prepared?
• 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.
• Employee Violence Risk Assessment Questionnaire
• Health & safety at a distance: how to keep lone workers safe (article)

Training

• Violence and Harassment  - Find out about training options and requirements for businesses in Ontario
• Violence & Harassment Prevention: Situational Awareness & De-escalation (4 hours, Online Instructor-Led Training)
• Workplace Violence & Harassment Awareness (eCourse, 40 minutes)
• Workplace Violence & Harassment Training (eCourse)

The information in this article is accurate as of its publication date.