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Black Friday Crowd Management
The document provides tips for retailers on managing crowds during Black Friday, emphasizing safety and profitability. Key strategies include pre-event planning, effective communication, and emergency preparedness, alongside methods to reduce wait times and enhance customer experience. It highlights the importance of staffing, signage, and management of entry and exit points to ensure a successful shopping weekend.
Black Friday Crowd Management
- 1. BLACK FRIDAY Crowd Management for Retailers Tips for Keeping it Safe and Profitable
- 2.
- 3. A GROWING HOLIDAY TRADITION $226M $212M NUMBER OF $195M BLACK FRIDAY $172M WEEKEND $147M SHOPPERS 2007 2008 2009 2010 2011
- 4. MORE SHOPPERS MORE CROWDS MORE RISKS INJURIES LOSS CUSTOMER DISSATISFACTION
- 5. Priority #1 KEEPING IT SAFE
- 6. WHAT’S REQUIRED? Planning Pre-Event Setup During the Event Handling Emergencies
- 7. PLANNING FOR THE FOR THE Expected Unexpected Extra Staff Evacuation Routes Extra Security Communication Plans Signage Law Enforcement/ Line Stanchions Public Official Engagement Tickets/Wristbands Reunification Preservation of Evidence
- 8. PRE-EVENT SETUP LINE PLACEMENT Set up barricades or rope lines ahead of time PAY ATTENTION TO THE ENTRY Set up barricades
- 9. DURING THE EVENT COMMUNICATION IS CRITICAL Signage Stanchions/Barriers Public Announcements Tickets/Wristbands Chain of Command Site Map MANAGING CUSTOMERS IN LINE Entry/Exit Points Traffic Flow Additional Staffing and Security
- 10. HANDLING EMERGENCIES Instruct employees Have Automatic External Address potential Consider sharing to call 911 and follow Defibrillator (AED) dangers employees may these emergency internal procedures device(s) readily available face including: over- plans with local once they have called and key staff trained on crowding, aggressive public safety agencies. for assistance. how to use the device shoppers, violent acts, as well as how to being struck/crushed by perform Cardiopulmonary the crowd, fire and Resuscitation (CPR). unexpected natural/ man-made disasters.
- 11. Priority #2 KEEPING IT PROFITABLE SINGLE LINE QUEUING ELECTRONIC QUEUING IN-LINE MERCHANDISING
- 12. SINGLE LINE QUEUING REDUCE BOOST ENHANCE THE REDUCE REDUCE WAIT EMPLOYEE CUSTOMER RENEGING “SWEET- TIMES PRODUCTIVITY EXPERIENCE AND BALKING HEARTING”
- 13. ELECTRONIC QUEUING STREAMLINE THEWAY CASHIERS HAIL CUSTOMERS BOOST PRODUCTIVITY UP TO 35%
- 14. IN-LINE MERCHANDISING CAPTURE LAST MINUTE IMPULSE SALES
- 15. ARE YOU PREPARED? CREATED BY SOURCES OSHA Crowd Management Safety Guidelines for Retailers, National Retail Federation 2011 Crowd Management Guidelines