MajorsJun 23, 2021
Physical Retail Reigns Supreme, LVMH Exec Tells CNBCPolicies & IssuesJun 28, 2021
Retailers Call on Shoppers to Combat Bad Customer Behavior
As customer-employee altercations turn deadly, Tiffany & Co., Movado, and other retailers are asking shoppers to step in.
A new campaign is calling on customers to practice bystander intervention when they see customers mistreating retail workers.
New York—As retail workers face a rise in harassment from customers, nearly a dozen retailers have banded together to ask their customers for help in combating dangerous behavior.
The campaign is a collaboration by nonprofits Open to All and Hollaback!, the Retail Industry Leaders Association, and its corporate retail partners.
The group of retailers include Tiffany & Co. and Movado Group.
Retail workers have seen a surge of harassment from customers, particularly as they attempt to enforce social distancing measures and mask protocols amid the COVID-19 pandemic.
Workers who are people of color, living with disabilities, or members of the LGBTQIA+ community have particularly been targeted.
“Retailers are seeing an alarming rise in discrimination where floor staff are being targeted for who they are when enforcing safety measures. Given the rise in hate violence—which is at an all-time high—frontline workers are more vulnerable than ever,” said Emily May, co-founder and executive director of Hollaback!, in a press release about the initiative.
These encounters have the potential to turn deadly.
Earlier this month, Laquitta Willis, a 41-year-old cashier at a Georgia supermarket, was fatally shot by a customer following an argument over a face mask.
The campaign is providing two resources, the Customer Action Center and the Inclusive Retail Business Toolkit, to support and protect frontline workers.
Related stories will be right here …
The Customer Action Center has resources and tools, created by Hollaback!, that will encourage customers to practice bystander intervention, stepping in when they see an employee being mistreated by a customer.
Customers can sign the Open to All customer pledge, which states they “believe everyone—including employees, visitors, vendors, clients and other customers—should feel safe, respected, and accepted regardless of who they are.”
“Maintaining an environment where customers and employees feel safe certainly includes adhering to health guidance like PPE or distancing—but it also means cultivating spaces free from discrimination of any kind,” said RILA’s Vice President of Corporate Social Responsibility Erin Hiatt.
The Inclusive Retail Business Toolkit provides resources and training on how to create “a culture of inclusion and belonging,” and includes a Customer Belonging policy, an “Allyship and Advocacy” training video co-produced with Ralph Lauren, and a series of allyship and de-escalation materials.
The toolkit will also include information from corporate partner Sephora’s study on racial bias in retail, which found that one in five retail employees said they have experienced unfair treatment at work.
For more information about the campaign, visit Open to All’s website.
More on Policies & Issues
The Latest
CollectionsJul 22, 2025
Jewelry With a Rock ‘n’ Roll Aesthetic Heads to Sotheby’s LondonNext week, the auction house will kick off a selling exhibition of jewelry by British artist Hannah Martin and Coldplay’s Guy Berryman.
SourcingJul 22, 2025
Antwerp Diamond Heist Documentary Coming to Netflix“Stolen: Heist of the Century” is based on “Flawless,” the book about the middle-of-the-night theft, and will debut on Netflix in August.
ColumnistsJul 22, 2025
The Gifting Gap: How to Market Jewelry Beyond the HolidaysEmmanuel Raheb shares the top five gifting moments outside of major holidays that jewelers should build marketing campaigns around.
Brought to you by
Taking the Moment Head On: How Rio Grande Champions the Present & Future of Fine JewelryAs a leading global jewelry supplier, Rio Grande is rapidly expanding and developing new solutions to meet the needs of jewelers worldwide.
Events & AwardsJul 22, 2025
NY Now’s Summer Market Returns in AugustThe wholesale trade show’s Luxury Lifestyle section will showcase established and emerging jewelry designers.
Weekly QuizJul 17, 2025
This Week’s QuizTest your jewelry news knowledge by answering these questions.
MajorsJul 21, 2025
Rio Grande Expands Personalization OfferingsAs demand for custom jewelry grows, the company is expanding its services to support retailers.
Events & AwardsJul 21, 2025
NAJA’s 2025 ‘Ace It’ Conference To Go VirtualThe mid-year conference for jewelry and watch appraisers is slated for Aug. 9 to 10 on Zoom.
Brought to you by
Investing in the Next Generation of Bench JewelersThe Seymour & Evelyn Holtzman Bench Scholarship from Jewelers of America returns for a second year.
TrendsJul 21, 2025
Amanda’s Style File: Graduated With Honors Graduated stones make for elevated tennis-style pieces and dramatic statement necklaces.
Events & AwardsJul 21, 2025
Gem Awards Now Accepting Nominations for 2026Nominations in the categories of Jewelry Design, Media Excellence, and Retail Innovation will be accepted through July 30.
MajorsJul 18, 2025
Lewis Heyman on Sourcing Gemstones, Post-Retirement PlansHe retired last month after 28 years traveling the world to source the very best gemstones for his family’s jewelry business, Oscar Heyman.
TrendsJul 18, 2025
Piece of the Week: CCWW Designs’ Shell Charm NecklaceThe charm necklace features six nautical charms of shells and coral that founder Christina Puchi collected on Florida’s beaches.
MajorsJul 18, 2025
Plumb Club Elects New Board MembersThe organization elected its youngest vice president as it looks to draw in fresh talent.
TechnologyJul 18, 2025
Brad Campbell, John Liebler Join Clientbook’s Executive Team Campbell joins the company as vice president of business development while Liebler is the new vice president of operations.
CollectionsJul 17, 2025
2026 Winter Olympic Medal Design Symbolizes UnityThe medals feature a split-texture design highlighting the Games’ first time being hosted by two cities and the athletes’ journeys.
Supplier BulletinJul 17, 2025
The INSTORE Jewelry Show 2025: Your Holiday Preparations, All Wrapped Up! Sponsored by The INSTORE Jewelry Show 2025
SurveysJul 17, 2025
The Most Recommended Brands in the World, According to YouGovGlobally, travel and transportation brands reigned, while in the U.S., alcoholic beverage companies and a lingerie brand took the top spots.
IndependentsJul 17, 2025
Gina Ferranti of GiGi Ferranti Jewelry Dies at 59The Brooklyn-based jewelry designer is remembered as a true artist and a rare talent.
SourcingJul 17, 2025
Rio Tinto Names New CEO, Production Rises at DiavikProduction at the mine in Canada’s Northwest Territories topped 1 million carats in Q2, the third consecutive quarter of growth.
Events & AwardsJul 17, 2025
JA to Hold Learning Workshops This FallA new slate of Learning Workshops will take place in Oklahoma, Mississippi, and Georgia.
SurveysJul 16, 2025
Signet Jewelers Falls Lower on NRF’s ‘Top 100’ Retailers ListThe middle class is changing its approach to buying jewelry and affordable luxury goods, the NRF said.
FinancialsJul 16, 2025
Richemont’s Jewelry Sales Up 7% in Q1It marks the third consecutive quarter of growth for Cartier, Van Cleef & Arpels, Buccellati, and Vhernier.
WatchesJul 16, 2025
The Top-Selling Rolex Models of the Last 15 Years, According to Bob’s Watches The reseller’s market trends report, based on its sales data, also shows exactly how much Rolex prices have jumped since 2010.
AuctionsJul 16, 2025
Christie’s To Honor Dinh Van With ExhibitionThe auction house will be hosting a retrospective paying tribute to jeweler Jean Dinh Van and his company’s 60th anniversary.
IndependentsJul 16, 2025
Clyde Duneier Ushers In Fourth GenerationJake Duneier and Danielle Duneier-Goldberg have stepped into the roles of CEO and president, respectively.
CollectionsJul 15, 2025
Boucheron’s New High Jewelry Calls Attention to Nature’s ImpermanenceThe “Impermanence” collection contemplates nature through the Japanese art of Ikebana (flower arranging) and philosophy of wabi-sabi.
MajorsJul 15, 2025
James Avery Expands to 2 More StatesThe Texas-based jewelry retailer has set up shop in Tennessee and Arizona.
