Customer Stories

ISS China delivers zero-Incident crowd management at global tech flagship store

ISS China provides professional security services as part of its Integrated Facilities Management (IFM) offering to a leading global technology brand’s flagship stores. 
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ISS China
China case 1-2

As the brand’s core consumer-facing outlets, its flagship stores showcase the latest products and offer immersive experiences. With high daily footfall, they have stringent requirements for on-site safety and customer experience. As their long-term IFM security partner, ISS delivers standardised daily security and emergency response support.

Security Challenges of Sudden Large Crowds in Retail

Renowned international influencer Darren Watkins Jr. visited one of its flagship stores. With over 30 million global followers and 4 million on Douyin, his visit triggered spontaneous mass gatherings of fans inside and outside the store, creating risks of overcrowding, stampedes and public disorder.

In retail environments, such unplanned gatherings are characterised by unpredictability, rapid build-up and diverse demographics. Traditional security models cannot respond quickly enough. Improper handling causes both safety accidents and lasting brand damage, making robust emergency plans, fast multi-agency coordination and professional on-site management essential.

End-to-End Emergency Response

The ISS China security team followed standardised procedures and delivered support in three phases:

    • Early Warning & Preparation (13:40-14:00): Activated emergency protocols immediately upon notification. Reported to local police and property management, deployed personnel and prepared logistics. Monitored developments in real time via live streams and maintained close coordination with all stakeholders.
    • On-site Control & Crowd Management (14:00-15:30): Designated safe zones and deployed crowd marshals. When the celebrity entered at 15:25 and drew large crowds, we activated the emergency plan, temporarily closed side entrances and implemented effective diversion measures.
    • Full Protection & Closure (15:30-15:47): Assigned dedicated personnel to escort the celebrity throughout his visit. Ensured his safe departure and resumed normal operations once the crowd dispersed in an orderly manner.

Zero-Incident Delivery, Safeguarding Brand Experience

This mission was completed with outstanding results:

    • Zero safety incidents or unforeseen circumstances
    • Stable on-site order and full protection for all staff and visitors
    • No significant disruption to store operations, with brand image and customer experience preserved
    • Fully validated ISS’s professional security capabilities in high-risk, high-footfall scenarios

ISS China has extensive experience in retail security within its IFM portfolio, delivering end-to-end solutions for retail stores and commercial complexes covering daily operations and emergencies. We prioritise client needs, and through professional service and rigorous management, create safe, orderly operating environments that allow clients to focus on their core business.

Click to learn more about ISS Security Services.