What to do Incident Response 

“Alright team, today we’re going through what to do if something goes wrong in store — an incident, injury, anything like that. This is about making sure no one freezes or guesses in the moment.” 

“First question every time: Is the area safe? 

If it’s not: 

We don’t try to fix dangerous situations — we remove people from them.” 

“Next: Is anyone hurt? 

If no: 

If yes: 

“Next: Is it serious? 

If yes: 

If no: 

“If they need further treatment or time off: 

Your job is just to report it properly.” 

“Quick one — 
Customer trips, says they’re fine — what do you do?” work through the list 

(let them answer, guide if needed) 

“Main thing: 

Don’t overthink it.”