The reports about out-of-control Black Friday shoppers is appalling to read about and watch on YouTube. At a Mesquite, Texas, Walmart, a surging mob nearly crushes a woman to death and destroys a retail display, which evokes the 2008 incident when a Walmart employee was crushed to death by a mob of bargain-hungry Black Friday shoppers in New York. At another Walmart, shoppers tussle over $2 waffle makers, and at a Walmart near Los Angeles, a woman injures 20 people with pepper spray in a violent bid to secure a coveted discounted Xbox game player. It’s only a matter of time before we experience a tragedy akin to the notorious trampling deaths of 11 people at a Who concert in Cincinnati in 1979. And only Walmart can make things right.
As I wrote on my blog yesterday (and back in 2008), Walmart needs to take accountability for the in-store violence. A major first step is respecting the power of the crowd. There’s a reason why crowd psychology is a formal branch of study in the field of social psychology. Crowds create a dynamic – sometimes positive, sometimes negative – that can be as powerful as a surging river rapids. When your local Walmart dangles the promise of 99-cent DVD door busters in front of a surging crowd gathered outside its store, we should not be surprised that a stampede mentality takes hold. And if you’ve been to as many Walmarts as I have on Black Friday, you know how notoriously understaffed its stores are (in an obvious bid to squeeze as much profit out of the day as possible). The formula for disaster is simple: create the conditions for a stampede in an enclosed space and then fail to monitor what happens next. Should we be surprised that these violent outbursts occur?
Jeremiah Owyang shared my post on his Google Plus page and asked, Should companies be liable that potentially chum consumer frenzy? Or should consumers self regulate safety?
Respondents ranged from Eddie Presley, who wrote, “wal-mart may not be super liable, but they are super sue-able. They need to rethink their sale across the board – even to the point of Continue reading