Did Nando's Management Fail to Protect Their Employee from Violent Assault?

Nando’s is currently under intense scrutiny following a violent incident at its Stratford location. An employee was struck with a plate in an unprovoked attack by a customer. The employee’s social media comments and subsequent media coverage have highlighted serious concerns about workplace safety and the effectiveness of both the company's and law enforcement's responses.

In a TikTok video, the waitress described the incident leading up to the assault. According to her, a customer became aggressive when she could not provide a high chair due to company policy. Despite her attempts to address the issue through her supervisor, the situation escalated. The customer’s aggressive behaviour, including swearing, led her to call for the manager. The manager’s response was to simply seat the customer elsewhere, without addressing the aggressive behaviour or removing the customer from the premises.

The waitress also expressed frustration with the internal handling of her complaint about the incident. She reported that the response from the supervisor and management was dismissive, with a comment that mistakes are part of being human, which she felt was inadequate given the severity of the situation.

The Metropolitan Police have also faced criticism for their delayed response. Although the incident was reported immediately by Nando’s management, the police admitted that the case was not progressed as promptly as expected. They have since reopened the investigation but have yet to make any arrests.

Key Lessons for Employers and HR Professionals

1. Ensure that there are clear procedures for escalating incidents of aggression or violence to management. Employees should feel supported in taking immediate action to address threats or unsafe situations.
2. Managers should be trained to handle aggressive behaviour effectively. This includes removing disruptive individuals from the premises to ensure the safety and well-being of staff and other customers.
3. After an incident, provide comprehensive support to affected employees. This includes addressing their concerns, following up on complaints, and taking actionable steps to prevent future incidents.
4. Maintain an active role in following up with law enforcement to ensure timely and thorough investigations. Regular updates and communication can help in managing the situation effectively.
5. Address employee feedback and complaints seriously. Ensure that all staff members know that their safety and well-being are priorities, and take constructive actions based on their concerns.

This case serves as a stark reminder of the importance of robust safety measures and effective crisis management in the workplace. Nando’s and similar organisations must reassess their protocols to prevent such violent incidents and ensure a safe working environment for their employees.