The shopping district was having problems. On the main street corner in front of a coffee shop, groups of young people loitered, smoking, playing games and blocking the sidewalk. Groups looking for trouble sat at sidewalk café tables, scaring the locals. Occasionally the problem moved to other businesses around the area, with litter and graffiti creating an appearance of neglect. The merchants were at their wits end. The year was 1993, and the Port of Bellingham had just hired a company to do a survey of Alaska Ferry customers. The district was Fairhaven, and the merchants were told that ferry riders reported a “fear” of walking up to the historical district to shop and eat due to the sidewalk atmosphere.
With a concentrated effort of merchants, property owners and law enforcement, Fairhaven solved its image problem. It wasn’t easy. It took courage and consistency. I personally became weary of the battle and of being called names by loiterers who decided to make their home at my restaurant. We got past it and so can you. Here are some successful techniques we used in Fairhaven.
In general, it is more effective to treat everyone in a courteous manner; people are less likely to feel justified in retaliating against someone who has been polite. Be polite and watch the body language. No hands on hips. Save anger for a time when you might need to make a point. The first contact should be friendly. Do not confront people simply because of appearance, but because of behaviors. You do not have to put up with blocked sidewalks, harassment, vandalism, littering, illegal activities or obviously intoxicated persons. To take back your space:
1) Sweep storefront sidewalks twice a day minimum. Ask people politely to move.
2) Hose down sidewalks at least once a day. It not only moves people along, but discourages them from sitting or lying on the sidewalk. Plus it keeps the sidewalk clean.
3) Pick up litter regularly, including gum and cigarette butts. Paint over graffiti immediately.
4) Plant flowers. The more attractive an area is, the less likely there is for the destructive elements to take hold of a district or neighborhood. If they are ruined, plant them again.
5) Put signs on outdoor sidewalk café tables with your policies. If you don’t want smokers, loiterers or boom boxes, say so and enforce it.
6) Walk right through the crowds on the sidewalk often, during their breaks or before or after work. Encourage other business people, employees and friends to do the same. Push the baby stroller or walk the dog. Say “hi” and nod your head. If they are up to no good, they will hate this. A neighborhood in Seattle banned together to do this and the frustrated drug dealers moved on.
7) If street musicians are competing with your inside music, politely communicate that to the musician and ask them to relocate to a more desirable area, like a nearby park.
8) Make rules about who is allowed to occupy your business clear to staff. If you don’t want their friends loitering around, say so. If you worry about shoplifting, take measures to prevent it. It’s important to be firm and consistent while instilling pride about the business in your staff.
9) Keep a Polaroid camera on hand. If people become a nuisance, take their photograph. Especially if they are belligerent and you need to get a “no trespass order” from the police. Then your staff will know what they look like.
Meet with the police to assess environmental changes you can make for your business (e.g., lighting, visibility, etc.). Also get a clear set of rules about when you and your staff should call 911, so there is no question. You don’t want to “cry wolf” too often. The district needs to be clear and consistent with its standards of what is allowable and communicate with each other.