The Heart of Retail: Why Employee Mental Health and Wellbeing Matter

A week ago, our associate Zana Busby, a Business and Consumer Psychologist, participated in the final panel at The Economist MeetUp: The World in 2025, held in Skopje, North Macedonia. Speaking on "Responsibility for the Future: Investing in People and Local Communities," she highlighted the importance of integrating the social aspects of ESG strategies into business frameworks.

Amid a vibrant discussion with leaders, innovators, and experts shaping the future of our interconnected world, she emphasised the undeniable connection between employee wellbeing and business success.

We later asked her to reflect on how this applies specifically to the retail sector, and Zana’s insights were clear:

“In retail, where human interaction is at the heart of operations, mental health and employee wellbeing are not just buzzwords—they are the foundation of a thriving business. This truth resonates across the spectrum, from multinational corporations to small and medium enterprises (SMEs). Yet, this critical focus is too often overlooked, with detrimental effects on employees, customers, and the business itself.”

The Ripple Effect of Happiness

Happy employees lead to happy customers—it’s that simple, says Zana. When employees feel supported and valued, they’re more likely to create positive, meaningful interactions with customers. These interactions foster loyalty, strengthen your brand, and build a sense of community around your business. Loyal customers, in turn, bring lifetime value, repeat business, and word-of-mouth referrals. This cycle is the dream of every retailer.

Yet, achieving this level of harmony requires a deliberate and strategic approach. It starts with recognising that employee wellbeing is a key pillar of any effective Environmental, Social, and Governance (ESG) framework, Zana continues. For retail businesses, where expectations around sustainability are high, prioritising mental health is not just an ethical choice but also a smart business decision.

Why Retail Must Prioritise Mental Health

Retail is a high-pressure environment. Employees are the face of the business, often navigating demanding customers, long hours, and unpredictable schedules. For many, this can lead to stress, burnout, and even mental health challenges. Alarmingly, a third of retail workers report facing abuse weekly—a stark reminder of the urgent need for better support systems.

As Zana points out, for SMEs the stakes are even higher. Unlike large corporations, smaller businesses often lack the resources to absorb high employee turnover or diminished productivity. This makes investing in employee wellbeing not just beneficial but essential.

Benefits for Small and Medium Enterprises

For SMEs, prioritising employee mental health doesn’t require a massive budget—just a genuine commitment to creating a supportive environment. Happy employees in smaller businesses often wear multiple hats, contribute ideas, and show remarkable loyalty. 

Zana highlights that when SMEs invest in wellbeing, they see benefits such as:

Increased Productivity: Healthy, motivated employees work more efficiently and effectively.

Reduced Turnover: Employees who feel valued are less likely to leave, saving the business significant recruitment and training costs.

Enhanced Customer Experience: Employees who are cared for are more likely to go the extra mile for customers.

Stronger Brand Reputation: Customers notice when businesses treat their staff well, enhancing their trust in the brand.

Best Practices for Supporting Employee Wellbeing

How can retail businesses, regardless of size, take meaningful steps to prioritise mental health and wellbeing? Here are some practical recommendations from Zana:

Listen to Your Employees: Create channels for open communication. Regular feedback sessions and anonymous surveys can help you understand employee needs and concerns.

Provide Training and Tools: Equip your team with skills to handle challenges, such as customer abuse, and build resilience. Dedicated training sessions and workshops can make a significant difference.

Offer Flexibility: Wherever possible, introduce flexible scheduling to accommodate employees’ personal and family commitments.

Encourage a Positive Culture: Celebrate successes, encourage teamwork, and foster an environment where everyone feels respected and included.

Invest in Mental Health Resources: From employee wellbeing coaching programs to mindfulness workshops, there are numerous ways to support mental health. Even offering simple initiatives like “mental health days” can show employees you care.

Promote Diversity and Inclusion: Ensure all employees feel they have equal opportunities to grow and thrive within your organisation.

A Shared Responsibility

When businesses prioritise employee wellbeing, they don’t just enhance their bottom line—they contribute to a healthier community. Don’t forget that employees carry their experiences at work into their daily lives, influencing families, friends, and society, says Zana. As business leader, your choice to invest in mental health is an opportunity to create ripples of positive change.

Let’s Work Together

For retail businesses navigating this path, the journey can seem daunting, but you don’t have to go it alone. With years of expertise in psychological support for individuals and teams, our associate Zana Busby, can help you uncover what drives stress and what fosters meaning and purpose for your employees. Through evidence-based strategies, workshops, and one-on-one coaching, she’ll guide you in implementing practices that elevate your team’s wellbeing to the next level.

Let’s turn your retail business into a place where employees thrive, customers return, and communities flourish. Reach out to us today, and together, we’ll create a roadmap for success built on the foundation of wellbeing.

Your business’s greatest asset is its people. Let’s invest in them and watch the magic happen.