Communicate to your customers on how to report unacceptable behaviour experienced while using your service or space.
Welcoming night spaces clearly demonstrate their values though public-facing messaging on zero-tolerance to hate and harassment. To live up to these values it is vital that your customers feel that their concerns will be listened to and followed up with action.
Empower your staff to intervene on any concerning behaviour and call it out. We know that victims of harassment and hate crime do not always report it, create an army of allies who will enact on troublesome behaviour before waiting for any direct victims to disclose their experience.
/ Supporting your customers
Audiences are active participants in nightlife culture, there is an expectation that they can enter your space as their authentic selves. It’s your responsibility to nurture this energy and have a plan for when this goes wrong.
Create an environment where your customers feel comfortable and confident to report harassment or assault they have experienced or witnessed in your premises or event.
Use your communication campaign to clearly demonstrate your values. For example, display posters or post on social media highlighting your expected behaviour and zero-tolerance to harassment and discrimination.
Ensure your customers can clearly identify who to go to for support, such as a welfare team, duty managers, or security. Crucially, ensure these staff members are adequately trained and briefed on how to respond and record incidents.
Make sure that anyone who experiences harassment or assault in your space can report it in a simple, straightforward way. Have a range of options for reporting.