William Hill prides itself on being one of the most trusted brands in the marketplace, attracting millions of customers from around the world. It cares about its customers, providing them with a great service which is delivered by passionate staff. It therefore stands to reason that in its 2400 UK outlets, it looks after the health, safety and wellbeing of its staff with StaffSafe®.
Like bringing your dad to work
StaffSafe® began working with William Hill in 2009, installing the first system in one of their shops in Sheffield. This was put in on a trial basis, after which the shop manager asked for it not to be taken away as it was “fantastic”. The StaffSafe® system was then trialled in another 60 shops around the Liverpool area to support antisocial behaviour. Again, the reaction of the staff was overwhelming, with one staff member describing the solution as being so comforting it was “like bringing her dad to work with her.”
Growing and developing
Gerard Davies, Head of Retail Security for William Hill, says that the company has “been on a journey” with StaffSafe®. “The solution is adaptable and has grown and developed with our business. We started using the system to tackle antisocial behaviour and to give out alcohol announcements. However, this is now used to support colleagues during periods of lone working and as an intruder alarm. Immediate support is very important when there is an incident. It is so welcome when the StaffSafe® monitoring centre takes control of the situation through the two-way communication system. It gives immediate reassurance. And, as offenders know that we have the security measure in place, often this is enough to avoid any conflict and potentially threatening situation happening at all.”
Offers practical help
StaffSafe® has also had a huge impact on the company when it comes to burglary. “It offers practical help in a difficult situation. It provides support, such as the StaffSafe® monitoring centre being able to alert the police in a timely manner and to give crucial details, and helpful guidance in stressful circumstances, such as reminding staff to lock doors to keep themselves safe from any further harm until the emergency services arrive.”
Better for the bottom line
But it also helps the bottom line. Gerard Davies reports that the cost of burglaries has reduced by around 75 per cent over nine years and the number of incidents are less than a quarter of what they were. As the solution replaced a number of different security systems, this has also added value and provided a more efficient and effective service.
Good news all round
So, it’s good news all round. StaffSafe® supports the welfare and well being of staff and is also a business benefit. “It strengthens the psychological contract between the company and colleagues,” says Davies. “They can see that we care and the knock-on positive effect on employee engagement is undeniable. Davies believes that StaffSafe® is a great company to work with. “They are flexible, proactive, personable and always provide great customer service.”
Health and safety of customers and staff is key
The first StaffSafe® system was installed in a McDonald’s in the UK in 2010, ‘Looking after our people and ensuring the health and safety of our customers and employees is our absolute priority. According to Mark Hathaway, Health & Safety Manager UK and ROI for McDonald’s Restaurants Ltd, ‘StaffSafe® gives us the knowledge that we’re doing the best we can to support the safety of our staff and customers where its most needed’.
Removing potential confrontation with StaffSafe®
Since the first successful trial of StaffSafe® eight years ago, the solution has been installed in over 70 per cent of McDonald’s restaurants, many of which are open 24/7, across the country. StaffSafe® plays a valuable role in removing potential points of conflict. Managers have recognised its benefits when dealing with incidents of antisocial behaviour and the unique support its two-way communication can give in the event of more serious security incidents.
Real time support
“The staff and managers know that help and reassurance are there whenever they need it,” says Mark Hathaway. “The StaffSafe® monitoring centre can see what is happening in real time and provide that assistance at the press of a button.”
A responsive solution
The regular reports on StaffSafe® activations also help to target where and when McDonald’s outlets might need more assistance and can be used by the company to analyse developing security trends.
“Over the last eight years, the team at StaffSafe® have been open and responsive to our needs and developing this security solution. We have comprehensive safety and security management systems which include detailed training for employees and regular checks to ensure the safety systems are operating effectively. StaffSafe® is a clear indication to our people that McDonald’s cares about their safety and wellbeing.”