A10. Fire & Life Safety
Fire Safety
Please ensure you have reviewed the fire safety floor plans that are in each area of the building (administration, sales, internet). The floor plans indicate where all the fire extinguishers are located as well as the Emergency Exits for each level.
It is our responsibility to ensure that should we encounter an emergency situation we are able to direct our customers to the nearest exit for evacuation.
Should our smoke detectors sound, they atomically release the key card doors for entry. These doors are found in receiving, the warehouse and home install.
Aggressive Customer Behaviour
The procedures for this program are based on common sense. No employee is expected to accept the threat of violence in any form whatsoever.
The response should be processed by the perceived danger of the threat.
If you feel a threatening situation is in progress you should alert the nearest co-worker who will either call a supervisor or call the police.
It is not our intention that anyone should ever be alone in any area of the building, but on occasion, this can occur. If no one is within hearing distance, you may either leave the immediate area of the threat or call someone on the intercom or from your cell phone if that appears to be less distracting.
If you feel threatened by a customer, politely and calmly end the interaction in a non-threatening way if possible. Know what back-up is available to help you when handling a difficult individual (manager, supervisor or co-worker). In any situation where you require the attention of another employee for a perceived threatening situation you should use the code word HANK or CALL HANK. Anytime you hear this, it is a request for assistance from that employee.
Any other situation where the threat is not of an immediate nature, should be reported to the owner, manager or supervisor. They will document your complaint, investigate the situation and act accordingly.
Aggressive Customer Behaviour
When a robbery occurs:
- Remain calm, robbers are usually very excited and may be easily provoked or under the influence of drugs
- Take no action that would jeopardize the safety of you, your employees or customers
- Do not impede their progress. Assume all robbers are armed and that their guns are loaded and real. Obey their instructions. They seldom hurt people who cooperate.
- If possible, activate the alarm or use the code word HANK
- Keep the holdup note if one is used by the robber
- Remain observant. Observe their actions. Pay attention to any physical characteristics. Compare the robber to yourself or a person you know when trying to determine age, height, weight and appearance. Take note of any accents and what the robber touches for fingerprinting.
Immediately after robbery:
- Do not leave the building. Lock all doors and call the police as soon as the robber leaves the premises
- Protect the scene of the crime and stop others from disturbing the scene
- Do not touch any articles that may have been touched or left by the robbers
- Hold all witnesses until the police arrive
- Do not trust memory – jot down all information immediately
Ending "Negative Interactions"
It is important to know how to safely and effectively end a conversation or interaction before the situation escalates. Here are some tips:
- Interrupt the conversation firmly but politely
- Tell the person that you:
Do not like the tone of the conversation.
Will not accept abusive treatment.
Will end the conversation if necessary.
- Tell the person that you will ask him or her to leave or that you will leave.
- If the behavior continues, end the conversation. Ask the person to leave, or leave yourself.
- If the person does not agree to leave, remove yourself from the scene and inform your manager or supervisor immediately.
- Do not return to the meeting if you believe the person may be a physical threat.
- Tell other staff and have them leave the immediate area as well.
- Call the police if necessary.