“I have several stressed-out employees. There were even some who cried in my arms,” said the president of the Rona l’entreprises Anjou workers’ union, Paul-Émile Paquette. “I’m not used to seeing things like this. »
The Confederation of National Trade Unions (CSN) was contacted by Le Droit to discuss the crisis of civility and the impact of this increasing incivility towards those who work with the public and immediately referred us to hardware stores.
The problem is particularly widespread here, employees report. Even if the pandemic-related restrictions and shortages that have angered so many customers no longer apply.
Paul-Émile Paquette’s experience in Anjou illustrates this phenomenon.
In his branch, he has noticed a significant increase in customer impatience and an increase in inappropriate behavior from customers towards employees in recent years. And several colleagues from other industries reported the same phenomena to him, he says. The insults towards employees are sometimes very violent and can even go as far as racist statements.
“There are some who treat employees as bad, [mot en N]. It goes a long way. All sorts of insults, you can’t even imagine! »
Vicious circle
At the heart of this problem is the lack of staff. Staff turnover is so high, Mr. Paquette says, that new hires often don’t have enough time to learn the basics of the trade and all the features of the products to meet customer needs. However, consumers do not change their behavior when confronted with inexperienced salespeople.
“The customer doesn’t have the patience to wait for their service. As soon as he entered the store, he was already placing his orders. The inexperience of our young people frustrates them, but we have to start somewhere! » said the union leader.
“It’s boring for the newbie trying to move forward, learn the product and develop. »
Therefore, staff turnover is high. And a vicious circle is created. “Young people are not here to be spit on. When they can’t take it anymore, they resign, it’s that simple, says Mr. Paquette. And the wheel begins again. »
You have to hire a new, inexperienced person, who in turn will be insulted.
Impact on mental health
Weekends and evenings seem to be the most opportune times for this type of altercation, Mr. Paquette says. “It often takes place on weekends between 10 a.m. and 3 p.m., and in the evenings when there are staff reductions. People are less patient, they have just finished their working day, but our day is not over yet. We are tired too and are picked up. »
Such a situation can even prove downright traumatic, says the head of the union unit. “The employer does not follow up after the events. We’re not going any further,” he said.
More and more companies, fitness centers and restaurants, for example, are posting clearly visible signs at the entrance indicating that no aggressive behavior, be it physical or verbal, will be tolerated in their establishment.
“Here the employer seems to be embarrassed to publish such a message. Sometimes it’s a small 8 1/2 x 11 sheet that you can barely see at the entrance. We don’t have a fixed plan. For us, the customer is king and lord. He can insult us whenever he wants. »
The Rona l’entreprises media department contacted by Le Droit declined our request for comment.
Angrier male customers?
How can we explain the aggressiveness that is more pronounced in hardware stores than elsewhere, even now that the pandemic restrictions are over? “Men develop aggression as an automatic mechanism more easily than women,” says Rose-Marie Charest, spokesperson and former president of the Order of Psychologists of Quebec.
However, they make up the majority of these companies’ customers. Men who have difficulties are more likely to become aggressive, while women in distress are more likely to become depressed; the phenomenon has been recognized, the psychologist continues. “In men, aggression is more likely to be expressed in the tone of voice; it can range from insults to physical gestures.” It is the same distress, but experienced differently. »
However, the increase in aggressive behavior in society is not only linked to the discomfort of certain people, she continues.
The years of the pandemic and lockdown, as well as the new ways of working since this difficult time, have been a source of stress for many people, she emphasizes. During the pandemic, social bonds have been and continue to be undermined by isolation.
“The strong pressure to telework leads us to believe that more and more people prefer to be alone rather than in a group. Social skills enrich our lives, but are also the most demanding. So when we are away from it for a certain time, there is a decline in social skills, a decline in tolerance towards others, because we are used to the other person obeying us at the push of a button. »
— Rose-Marie Charest, psychologist
A renovation project, for example, can quickly become a pile of stressors, she points out, when you add up the rising cost of materials, the inability to find help for the work, and sources of frustration related to labor shortages in all areas, endless queues, etc.
And these factors contribute to an already tense general atmosphere in society. “I think of wars, of environmental fear. We live in an atmosphere of tension, an atmosphere of violence. »
Ms. Charest believes there is a way to defuse this increasing trend of strained relationships and heated arguments, but that it is possible to do so. “To improve communication, everyone has to want it. It requires a collective effort. »