Spotlight Retail Group—How Duress Falcon Transformed Retail Security and Safety
Key Takeaways
Challenge: Spotlight Retail Group faced increasing challenges with difficult and threatening customers, resulting in customer abuse and unsafe situations for staff.
Solution: Duress Falcon provided rapid response times, live incident streaming, and seamless communication with the 24/7 emergency monitoring centre, ensuring immediate support for the team during threatening situations.
Outcome: Since implementing Duress Falcon, staff confidence has significantly improved, creating a sense of safety and comfort in high-risk scenarios.
The Challenge
Spotlight Retail Group, one of Australia’s leading retailers, was facing concerns around the safety of their staff, particularly when dealing with challenging and aggressive customers. Retail Protection Manager, Mark Furey, shared that employees were increasingly exposed to threatening situations and customer abuse. The team needed a solution that would provide immediate assistance in high-stress situations and allow management to monitor incidents in real-time.
Spotlight Retail Group had always prioritised safety, but the evolving nature of these threats meant they needed something more advanced—a technology that could protect their team and provide reassurance in difficult moments.
The Process
After evaluating different safety solutions, Spotlight Retail Group decided to trial Duress Falcon. The decision came down to key factors: fast response times, live streaming capabilities, and the monitoring company’s active engagement with the team. During the trial, staff members appreciated the seamless communication, especially when incidents escalated.
The onboarding process was smooth, with Duress providing training and support to ensure that all staff felt comfortable using the devices. Mark mentioned, the response from the monitoring company was swift and dependable, and he found the ability to see live incident streams on his phone incredibly reassuring. It allowed management to stay connected and informed, no matter where they were.
Mark and his team were so impressed with the trial that they decided to purchase the product after seeing firsthand how effective it was in real-world situations. The ability to provide their team with immediate support during threatening situations was invaluable.
The Outcome
Since implementing Duress Falcon, the confidence amongst the team has noticeably increased. Team members now feel more at ease in challenging situations, knowing that help is just a tap away.
As Mark noted:
“The team has more confidence in difficult and threatening situations. It’s a level of comfort, and they’re very happy with the engagement from the monitoring company.”
Although the devices have room for improvement in terms of being more lightweight and discreet, the overall impact has been overwhelmingly positive. The team feels supported, knowing they can rely on Duress in high-risk scenarios. Spotlight Retail Group now plans to fully integrate Duress Falcon into their safety protocols across more locations.
Quotes and Stats
"The quick response from the monitoring company and the ability to see live incident streams on my phone has made a huge difference." – Mark Furey, Retail Protection Manager, Spotlight Retail Group
Satisfaction with Duress: 98%
Satisfaction with Duress training: 99%
Overall sense of team safety improvement: 80%
Likely to recommend Duress: 10/10
Key Stats Highlight:
100% decision to purchase after trialing Duress Falcon.
Improved team confidence in handling difficult situations.
10/10 likelihood to recommend Duress to other retailers.
Want to see how Duress can work for your team?
Book a time to chat with us today and discover how we can enhance your team’s safety and confidence.