The structure that never fails
Header (date, time, location, reporter). Chronology (what happened, in order, with times). Actions (what you did, in order). Outcome (final status, any handover). Attachments (CCTV timestamps, witness list, evidence log).
Language rules
'The customer entered the premises at 22:14', not 'the customer entered the premises about 10pm'. 'The customer said "I'll be back with my mates"', not 'the customer threatened to come back'. Specificity everywhere.
What to leave out
Opinion. Speculation. Assumption. Anything you didn't personally see, hear, or do. If a colleague told you something, attribute it: 'Colleague X reported that…'.