Unwins Wine Group has been working with Bell Security to develop the anti-abuse and intimidation system.
The programme employed instore security equipment such as cameras and microphones to monitor the daily trading activity within the stores. This material was examined to assess how staff dealt with intimidating situations, so that training could be provided where necessary.
Unwins recorded positive results from the programme, with no working time lost due to assault or stress in the past six months. Its turnover increased by 30% in the pilot stores.
Bell has now started a trial in London with Asda.
Bell sales director Steve Neville said: “Our operators’ calmness and ability both to interface with possibly hostile customers and to defuse potentially dangerous situations, have been the key to the project’s success.”