Early in my Loss Prevention career a lot of my work focused on clothing security. I worked in a department store so we were constantly catching shoplifters stealing clothes from all departments. While we did have bedding, housewares and accessories departments, clothing always seemed to occupy most of our time. Frequently this led to some very interesting stories, not so much due to the merchandise being stolen but the actions of the shoplifter when confronted.
One time a had a rather large woman who was in the Women’s department and she was doing all the things to that make Loss Prevention officers know that a theft is going to happen. The woman was looking at the ceiling for cameras, and she was selecting merchandise without regard to size. She did take the time to remove hang tags because in my opinion, she may have thought there were security tags on clothes or on the hang tags. This customer was carrying a large purse and began filling it up. After she was done she began walking towards a set of exit doors going into our parking lot. I stopped the woman, identified myself and began escorting her to our security office. As I was about halfway to our first floor security office walking through the Women’s department, the shoplifter pulled away from me. Rather than run out of the store as most shoplifters would do, this woman began knocking over clothing racks. I called on the radio for our operator to call the police. In the meantime I stood in the main aisle and watched as this shoplifter was flinging metal 4-way racks and round racks around the department, clothing flying. The store Operations Manager came up to me and was shocked as I was casually observing the scene. In an agitated tone of voice he asked me if I was going to do anything about it. I looked at him and I looked at her as she was tossing racks like toys and told him, “No”. I then explained that the police were on the way, and we would charge her with damage to property but she wasn’t going anywhere so I would let the police restrain her. Well, police arrived and the woman was arrested and no one was hurt, except perhaps, the Operation Manager’s pride. In this case, customer and employee safety took precedence over clothing security. Oh and the fixtures? Turns out they were fine, just a lot of clothes to pick up.
In another incident I had a shoplifter walk into our Polo department, pull a black garbage bag out of his pocket and then quickly load it with Polo shirts from a display table. The shoplifter threw the bag over his shoulder like Santa Claus and he walked towards the doors. In those days the electronic article surveillance antennas were not as good as they are today and merchandise could be lifted high enough that any security tags on clothes would not activate the alarm. I attempted to stop the shoplifter as he exited the building and he ran from me and no, he didn’t drop his bag. At that time we were allowed to chase shoplifters and I chased this thief several blocks and lost him. Police were on foot helping to try to locate him. I should also mention, we live in a tourist area and we have a number of small local restaurant/bars near this area, close to the beach. The search was becoming fruitless until a waitress on the patio/bar of one restaurant saw me at the front of their business and the police at the back. She asked if I was looking for a tall gentleman carrying a black trash bag. I confirmed I was and she had me follow her to the kitchen. My “friend” was peeking out the back door watching the police look for him. I snuck up behind him and tackled him and the police saw us both tumble out of the building. They finished the arrest and over $500.00 of Polo shirts were recovered. The arrest was fun, but the looks on the restaurant customers and kitchen workers was priceless.
Today clothing security has made vast improvements in both tags and EAS systems. Security tags on clothes come in a variety of styles and are nearly impossible to tamper with and defeat. EAS antenna fields have improved and have expanded the distance from which they can read tags. Look into what clothing security tags can do for your company.
Clothing security is important and we can help you with it. Call 1.770.426.0547 and let’s talk.
Checkpoint Tags-4 WC blog 100
Checkpoint Systems-4
Preventing Theft With Checkpoint Systems Part 3
In this series of articles I have been discussing Checkpoint systems and how they work to prevent theft. I covered electronic article surveillance (EAS) antennas, how they work and the impact on retail theft prevention. In the second part I reviewed Checkpoint tags, choices offered and how they deter theft. In this final installment I will be covering Checkpoint deactivation units, detection devices and the importance of ensuring proper operation to maximize the effectiveness of Checkpoint systems.
When EAS alarm antennas regularly sound due to Checkpoint tags not being deactivated or removed from merchandise after purchase, customers become annoyed and shoplifters become unafraid. Checkpoint deactivation pads integrate with most point of sale registers and it is at that point they “turn off” or detune EAS soft tags and labels. As a tag is passed over the pad it is desensitized and the cashier does not have to spend extra effort attempting to locate the tag. Hard tags are designed to not deactivate when passed over a pad, they are simply removed using a detachment tool secured at the register. Once removed the tags are collected and placed in a central location until more merchandise is received and ready to be tagged.
It is important to test your Checkpoint systems equipment daily. Deactivation pads can be tested with the DV1000 deactivation verifier. By holding the verifier near a deactivation pad and pressing a button you can quickly determine if your equipment is working. When a deactivation pad is not working, soft tags and labels are not “turned off”, and this causes a false alarm. False alarms, in turn, embarrass and even anger customers and if not handled properly, can lead to patron’s not returning and lost sales. I should note that failure to remove hard tags can also lead to false alarms, causing the same problems. Worse than this is the situation where a store fails to correct a problem and employees stop responding to alarm events. Shoplifters take notice of employees that simply wave to shoppers who set off an alarm or even ignore them. Complacency leads to increased theft and defeats the purpose of having an EAS system.
Checkpoint also offers an Omni Verifier/Deactivator that can verify if a deactivator is working. Additionally, there are situations in which a customer can bring merchandise into the store that has Checkpoint tags that were not deactivated from another retailer, setting off your antennas. The Omni verifier can help locate a hidden EAS tag somewhere in clothing or a bag and you can make the customer aware of the issue. If you can validate the item was purchased, you may opt to offer to deactivate the item as a customer courtesy (your customer will love you for it, trust me).
EAS test cards can also be supplied by Checkpoint to test your antennas. These are cards that have non-deactivating Checkpoint tags in them that are walked through EAS antennas daily to ensure the system is responding properly. It is possible for the antennas to stop working, possibly due to a power outage, a circuit breaker being tripped or just a faulty circuit. Identifying a non-working antenna system as soon as possible is crucial for getting a service call in and a technician to the store to get the system operational again. Needless to say, but the longer a unit is out of service the greater the opportunity for shoplifters to take advantage of the issue.
With proper, daily testing of your Checkpoint system you can ensure your customers have a distraction free shopping experience. Training employees how to test deactivation units and antennas, remove hard tags and respond to EAS alarms will decrease the theft in your store and enhance profits.
For more information on Checkpoint systems, contact us or call 1.770.426.0547
In this series of articles I have been discussing Checkpoint systems and how they work to prevent theft. I covered electronic article surveillance (EAS) antennas, how they work and the impact on retail theft prevention. In the second part I reviewed Checkpoint tags, choices offered and how they deter theft. In this final installment I will be covering Checkpoint deactivation units, detection devices and the importance of ensuring proper operation to maximize the effectiveness of Checkpoint systems.
When EAS alarm antennas regularly sound due to Checkpoint tags not being deactivated or removed from merchandise after purchase, customers become annoyed and shoplifters become unafraid. Checkpoint deactivation pads integrate with most point of sale registers and it is at that point they “turn off” or detune EAS soft tags and labels. As a tag is passed over the pad it is desensitized and the cashier does not have to spend extra effort attempting to locate the tag. Hard tags are designed to not deactivate when passed over a pad, they are simply removed using a detachment tool secured at the register. Once removed the tags are collected and placed in a central location until more merchandise is received and ready to be tagged.
It is important to test your Checkpoint systems equipment daily. Deactivation pads can be tested with the DV1000 deactivation verifier. By holding the verifier near a deactivation pad and pressing a button you can quickly determine if your equipment is working. When a deactivation pad is not working, soft tags and labels are not “turned off”, and this causes a false alarm. False alarms, in turn, embarrass and even anger customers and if not handled properly, can lead to patron’s not returning and lost sales. I should note that failure to remove hard tags can also lead to false alarms, causing the same problems. Worse than this is the situation where a store fails to correct a problem and employees stop responding to alarm events. Shoplifters take notice of employees that simply wave to shoppers who set off an alarm or even ignore them. Complacency leads to increased theft and defeats the purpose of having an EAS system.
Checkpoint also offers an Omni Verifier/Deactivator that can verify if a deactivator is working Additionally, there are situations in which a customer can bring merchandise into the store that has Checkpoint tags that were not deactivated from another retailer, setting off your antennas. The Omni verifier can help locate a hidden EAS tag somewhere in clothing or a bag and you can make the customer aware of the issue. If you can validate the item was purchased, you may opt to offer to deactivate the item as a customer courtesy (your customer will love you for it, trust me).
EAS test cards can also be supplied by Checkpoint to test your antennas. These are cards that have non-deactivating Checkpoint tags in them that are walked through EAS antennas daily to ensure the system is responding properly. It is possible for the antennas to stop working, possibly due to a power outage, a circuit breaker being tripped or just a faulty circuit. Identifying a non-working antenna system as soon as possible is crucial for getting a service call in and a technician to the store to get the system operational again. Needless to say, but the longer a unit is out of service the greater the opportunity for shoplifters to take advantage of the issue.
With proper, daily testing of your Checkpoint system you can ensure your customers have a distraction free shopping experience. Training employees how to test deactivation units and antennas, remove hard tags and respond to EAS alarms will decrease the theft in your store and enhance profits.
For more information on Checkpoint systems, contact us or call 1.770.426.0547
I have mentioned in previous articles that my retail background has primarily been in the Loss Prevention field, but over the past five years I have remained in retail working for an office supply store as a customer service specialist. Sometimes my work requires me to stock merchandise on the sales floor and in doing so I use retail anti-theft devices to protect specific items or price points of merchandise. Recently I was putting out merchandise and using Alpha Keepers to protect electronics, specifically jump drives, memory cards and memory sticks. I point this out because I want to let retailers who are struggling to prevent shoplifting in their stores understand there are methods to protect even the smallest items they may carry.
Alpha Keepers are sturdy, clear, hard boxes with a hinged bottom. They can only be opened by using a special detachment key, making them very difficult for a shoplifter to force open.The boxes allow merchandise to be displayed in the open and customers can see the package and read labels while the risk for theft is dramatically reduced. Boxes are able to be displayed on store shelves and even have an option for inserting a plastic tab that allows the box to be displayed on a peg hook. They can be ordered to work with acoustic magnetic (am) electronic article surveillance (EAS) systems or radio frequency (rf) systems. The boxes are made in a number of sizes so they are versatile enough to prevent shoplifting of a wide range of products.
Some items are prone to theft due to their size and how easy they are to conceal. Because of this many retailers will lock these items in display cases to prevent shoplifting. Showcases and locking display cases, even locking peg hooks require a sales associate with a key to be readily available to open the case; show a product and either ring up the item or take it to a register. If there are other customers wanting to look at merchandise they have to wait until the associate returns or another staff member becomes available. I have seen the negative impact locking display cases have on sales. People get irritated and leave if they have to wait for service. This of course means lost sales and there is no room for that in retail. The alternative used to be taking the chance and putting out merchandise and hoping customer service and the honesty of customers would prevent shoplifting.
Alpha Keepers offer merchants an alternate solution to both situations. For instance, in my store, by securing the jump drives and memory sticks in these retail anti-theft devices, as I was doing, we are locking up merchandise. The benefit is that the customer can make the selection they want without waiting for assistance. They can walk around the store and continue to shop and when they are ready for checkout, the cashier has the detachment key to take the merchandise out of the boxes.
The benefit for the store is that customers don’t get frustrated and leave because they have to wait for assistance for something they may not feel should have to be locked up. The boxes also protect electronics by being a visible deterrent to a thief. Most shoplifters will not want to risk an EAS alarm or try to find a way to force open a box. Additionally, the boxes do add bulk to a small item and make it more difficult to conceal something. A purse can conceal a large number of jump drives removed from a peg hook. The same purse may only hold one or two jump drives protected in Alpha Keepers.
Protect electronics in your store and prevent shoplifting by using Alpha Keepers. Nothing is too small and you will improve customer service and sales.
Get more information on Alpha Keepers, contact us or call 1.770.426.0547 today
Alpha Shark Tags-5 WC Blog 130
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Wardrobing tags-3
Return Fraud-4
Wardrobing Is Return Fraud By Another Name And It Costs You Money
Back in my day (don’t you cringe when you hear that?) when I worked in retail loss prevention, if someone attempted to return an item after they had worn it we called it return fraud. Today there is a fancy word for it “wardrobing”, the same offense but a nicer term. If you own a clothing store or manage one and have little experience with retail crime, I want to explain how wardrobing works, how it affects your business and how you can prevent it by using Alpha Shark Tags.
How does return fraud work? A customer purchases a piece of clothing and takes it home. Maybe they wear it to a party or to go clubbing. Who doesn’t want to impress friends with their new digs? Usually, the item is only worn once (you can’t be seen in the same garment twice that would be tacky) and then they return it to you with the receipt. No harm, right? I’ll answer that question in a minute. In order to prevent future wardrobing incidents, you need to know about the Alpha Shark Tags I mentioned. These are tags that are attached to clothing and must be removed by the customer when they get home. They are one time use only so they cannot be reattached. This is the key to the Alpha Shark Tag; if a customer attempts to return a garment that no longer has the wardrobing tag attached, the return is automatically declined! You have no more need to take back used clothing and you can also avoid those lengthy arguments with customers who argue with you.
Here is a hypothetical conversation involving a suspected wardrobing return:
Customer: I want to return this, here is my receipt
You: It looks like it was worn
Customer: It didn’t fit
You: But it has make-up on the collar and it smells like perfume
Customer: It was like that when I bought it! Here is my receipt and the tags are on it.
You: I can’t take this back.
Customer: (raising her voice and making a scene) Your policy says I can return it within 30 days if I have my receipt. Don’t make me call corporate on you! I’ll make sure I tell all my friends not to shop here and I’ll call the police!
You: I’m very sorry, here is your refund
Now the same conversation at your return counter if you use wardrobing tags on merchandise. Here is a hypothetical return without a tag:
Customer: I want to return this dress, here is my receipt.
You: I’m sorry, the Alpha Shark Tag has been removed I can’t take this back. The return policy is clearly stated.
Customer: You mean you won’t take this back, it didn’t fit?! (Incredulity in voice)
You: Correct.
As a former big box store executive I have had the unpleasant experience of dealing with customers who returned merchandise that was clearly worn or used. They would yell, cry, rant and rave and threaten me with calls to the District Manager or worse yet, the dreaded CORPORATE call! I have seen managers cave in to these patrons out of fear of confrontation or fear for their job. By using wardrobing tags, you can put an end to these conversations.
I also mentioned that there is harm caused by wardrobing. If you are taking back merchandise that has been worn, you may be marking it down to resell it, causing profit margin loss for you. You may be taking back items that are too stained or smelly to sell and you have to mark them out of stock altogether and take the full loss on the item. When you take losses due to return fraud, you mark up your merchandise prices to help cover the costs and that harms your good clientele. Not to mention, mark up your merchandise too much and you may find you lose customers and your business.
Return Fraud does not have to be “a cost of doing business”. Use Alpha Shark Tags on the clothes you sell and keep your business profitable by accepting only legitimate returns. Your honest customers will appreciate you for working to keep prices down. You will enjoy the boost in profits.
Get more information on wardrobing, contact us or call 1.770.426.0547 today.
Back in my day (don’t you cringe when you hear that?) when I worked in retail loss prevention, if someone attempted to return an item after they had worn it we called it return fraud. Today there is a fancy word for it “wardrobing”, the same offense but a nicer term. If you own a clothing store or manage one and have little experience with retail crime, I want to explain how wardrobing works, how it affects your business and how you can prevent it by using Alpha Shark Tags.
How does return fraud work? A customer purchases a piece of clothing and takes it home. Maybe they wear it to a party or to go clubbing. Who doesn’t want to impress friends with their new digs? Usually, the item is only worn once (you can’t be seen in the same garment twice that would be tacky) and then they return it to you with the receipt. No harm, right? I’ll answer that question in a minute. In order to prevent future wardrobing incidents, you need to know about the Alpha Shark Tags I mentioned. These are tags that are attached to clothing and must be removed by the customer when they get home. They are one time use only so they cannot be reattached. This is the key to the Alpha Shark Tag; if a customer attempts to return a garment that no longer has the wardrobing tag attached, the return is automatically declined! You have no more need to take back used clothing and you can also avoid those lengthy arguments with customers who argue with you.
Here is a hypothetical conversation involving a suspected wardrobing return:
Customer: I want to return this, here is my receipt
You: It looks like it was worn
Customer: It didn’t fit
You: But it has make-up on the collar and it smells like perfume
Customer: It was like that when I bought it! Here is my receipt and the tags are on it.
You: I can’t take this back.
Customer: (raising her voice and making a scene) Your policy says I can return it within 30 days if I have my receipt. Don’t make me call corporate on you! I’ll make sure I tell all my friends not to shop here and I’ll call the police!
You: I’m very sorry, here is your refund
Now the same conversation at your return counter if you use wardrobing tags on merchandise. Here is a hypothetical return without a tag:
Customer: I want to return this dress, here is my receipt.
You: I’m sorry, the Alpha Shark Tag has been removed I can’t take this back. The return policy is clearly stated.
Customer: You mean you won’t take this back, it didn’t fit?! (Incredulity in voice)
You: Correct.
As a former big box store executive I have had the unpleasant experience of dealing with customers who returned merchandise that was clearly worn or used. They would yell, cry, rant and rave and threaten me with calls to the District Manager or worse yet, the dreaded CORPORATE call! I have seen managers cave in to these patrons out of fear of confrontation or fear for their job. By using wardrobing tags, you can put an end to these conversations.
I also mentioned that there is harm caused by wardrobing. If you are taking back merchandise that has been worn, you may be marking it down to resell it, causing profit margin loss for you. You may be taking back items that are too stained or smelly to sell and you have to mark them out of stock altogether and take the full loss on the item. When you take losses due to return fraud, you mark up your merchandise prices to help cover the costs and that harms your good clientele. Not to mention, mark up your merchandise too much and you may find you lose customers and your business.
Return Fraud does not have to be “a cost of doing business”. Use Alpha Shark Tags on the clothes you sell and keep your business profitable by accepting only legitimate returns. Your honest customers will appreciate you for working to keep prices down. You will enjoy the boost in profits.
Get more information on wardrobing, contact us or call 1.770.426.0547 today.
Bottle Service -5 WC blog 128
Bottle locks-3
Nightclub-5
Bottle Service Helps Bartenders and Improves Customer Service
There are any number of factors that can make or break a nightclub. Is the club considered a safe place to visit and have fun or does it have a reputation for violence and fights? Is the customer service staff friendly and outgoing? How good are the DJ’s? Is there enough space or does the club allow overcrowding? One aspect I had not previously thought about was what impact can a bartender have on the club? As I thought about it, I then had to wonder, what makes a good bartender and how much of a role do they have on the performance of a club or bar? Can a bottle service make a difference for a nightclub and help the bartenders out and, if so, how?
Bottle service in a nightclub is usually part of a premium package offered to groups that provides perks not offered to the regular patrons. Services may vary from club to club but in general a couple of things always seem to be consistent. Groups receive VIP treatment and get special seating or depending on group size, a private room with a bar and server. All services offer a bottle or two of top shelf liquor or wine and mixers, chosen in advance as part of the purchase price. And last, but not least, a bottle server who is dedicated to taking care of the mixing and serving of drinks, often employing the use of bottle locks to control access to the drinks.
Not being really familiar with what it takes to be a good bartender I sought out some web sites dedicated to bartending. I found one interesting site called barschool.com that had an article titled, “How To Be A Good Bartender”. The writer, Joe Bruno, Director of American Bartenders School, named several key points that make a good bartender:
• Always Have A Good Attitude – The writer compares the bartender stepping behind the bar to an actor stepping onto a stage ready to perform for an audience.
• Stay Alert – He reminds the bartender that they are responsible for keeping garnish trays filled and watching for customers who need another drink.
• Make suggestions – The author points out that if a customer appears indecisive a good bartender will make suggestions.
• Always Check IDs – It recommends that a bartender should check ID on anyone who appears to be under 30 and goes on to explain possible ramifications if someone under age is served.
• Keep a Tidy Bar – The bartender should ensure the bar is neat and clean of trash and debris
• Be Professional – He discusses the importance of a professional appearance and attitude, and keeping conversations fun as time permits. Customers return when they have a good experience.
As I read the points, it dawned on me that a bottle service waiter/waitress can possess all of these qualities and if they do, it could mean returning customers to the nightclub.
A server will be able to better control each aspect of this list on a much smaller and controlled level. Rather than being focused on a crowded bar, the server has the time to have the conversations with the group members and make drink suggestions. The server controls the bottle locks on the wine or spirit bottles for the groups they are taking care of so they can ensure no one in the group is underage. The control of the bottle lock key also has the added benefit of helping a server to prevent group members from becoming too intoxicated and creating problems in the club. Finally, bottle service staff should be hired with customer service skills and a good attitude a primary attribute during the hiring process.
Clearly, a bottle service can improve the club experience for patrons who purchase it, providing personalized service and attention. It can also assist the main bartender by removing some of the crowd at the bar and he or she can improve their level of service and attention to the rest of the club patrons. In addition, the use of bottle locks by the staff acts as a safety check against underage drinkers and over-intoxicated partiers. In summation, bottle services will have patrons returning for a unique nightclub experience that provides superb customer service.
Get more information on bottle service, contact us or call 1.770.426.0547 today.
There are any number of factors that can make or break a nightclub. Is the club considered a safe place to visit and have fun or does it have a reputation for violence and fights? Is the customer service staff friendly and outgoing? How good are the DJ’s? Is there enough space or does the club allow overcrowding? One aspect I had not previously thought about was what impact can a bartender have on the club? As I thought about it, I then had to wonder, what makes a good bartender and how much of a role do they have on the performance of a club or bar? Can a bottle service make a difference for a nightclub and help the bartenders out and, if so, how?
Bottle service in a nightclub is usually part of a premium package offered to groups that provides perks not offered to the regular patrons. Services may vary from club to club but in general a couple of things always seem to be consistent. Groups receive VIP treatment and get special seating or depending on group size, a private room with a bar and server. All services offer a bottle or two of top shelf liquor or wine and mixers, chosen in advance as part of the purchase price. And last, but not least, a bottle server who is dedicated to taking care of the mixing and serving of drinks, often employing the use of bottle locks to control access to the drinks.
Not being really familiar with what it takes to be a good bartender I sought out some web sites dedicated to bartending. I found one interesting site called barschool.com that had an article titled, “How To Be A Good Bartender”. The writer, Joe Bruno, Director of American Bartenders School, named several key points that make a good bartender:
• Always Have A Good Attitude – The writer compares the bartender stepping behind the bar to an actor stepping onto a stage ready to perform for an audience.
• Stay Alert – He reminds the bartender that they are responsible for keeping garnish trays filled and watching for customers who need another drink.
• Make suggestions – The author points out that if a customer appears indecisive a good bartender will make suggestions.
• Always Check IDs – It recommends that a bartender should check ID on anyone who appears to be under 30 and goes on to explain possible ramifications if someone under age is served.
• Keep a Tidy Bar – The bartender should ensure the bar is neat and clean of trash and debris.
• Be Professional – He discusses the importance of a professional appearance and attitude, and keeping conversations fun as time permits. Customers return when they have a good experience.
As I read the points, it dawned on me that a bottle service waiter/waitress can possess all of these qualities and if they do, it could mean returning customers to the nightclub.
A server will be able to better control each aspect of this list on a much smaller and controlled level. Rather than being focused on a crowded bar, the server has the time to have the conversations with the group members and make drink suggestions. The server controls the bottle locks on the wine or spirit bottles for the groups they are taking care of so they can ensure no one in the group is underage. The control of the bottle lock key also has the added benefit of helping a server to prevent group members from becoming too intoxicated and creating problems in the club. Finally, bottle service staff should be hired with customer service skills and a good attitude a primary attribute during the hiring process.
Clearly, a bottle service can improve the club experience for patrons who purchase it, providing personalized service and attention. It can also assist the main bartender by removing some of the crowd at the bar and he or she can improve their level of service and attention to the rest of the club patrons. In addition, the use of bottle locks by the staff acts as a safety check against underage drinkers and over-intoxicated partiers. In summation, bottle services will have patrons returning for a unique nightclub experience that provides superb customer service.
Get more information on bottle service, contact us or call 1.770.426.0547 today.
