Stop Shoplifting – 4 WC Blog 837
Training to reduce employee theft-3
Train Managers On How To Stop Shoplifting And Distinguish Fraud From A Legitimate Complaint
Retail managers at all levels should attend training to reduce employee theft and stop shoplifting. After a recent experience I had at a store they should also have to attend training to recognize when they or the store has made a mistake. I was birthday shopping for my wife and went to a well-known business to purchase a computer tablet. I was not getting anything expensive but the one I found was on a shelf with a shelf label that matched the description and a listed price of $79. There were two of the items on the shelf. I carefully noted what all of the shelf labels said so I was sure I was getting the correct item and took it to the front registers. I was at a self-checkout stand and asked the cashier if she could remove the security device on it that was meant to stop shoplifting. She struggled and I offered to assist (this has been a part of my career for over twenty years) and we removed the device. The item scanned at $99. I called her back over and told her the price was wrong and that the shelf label said it was $79. She called a supervisor over who must not have believed the register and scanned it and got the same price. She then told me that it scanned correctly. I asked her to come with me to electronics and I showed her the shelf labels. She then tried to point to another label and I showed her that the label she pointed to was for another brand and then showed her ALL of the labels. She then called the electronics person over who scanned the merchandise and told me the label was the wrong one. Now I was a bit irritated. The electronics associate tried to tell me why the merchandise did not match and I explained it was the only shelf label that DID match. The front end supervisor said she could give me 10 percent off. I told her that was not acceptable the price difference was $20 and I would just contact the corporate office. I started to walk away, still polite and maintaining my composure. Now I don’t know if these two thought they were able to stop fraud or stop shoplifting but I was perturbed. Then I had the notion I would speak to a manager because these two were no help.
The manager on duty came over and I explained for the third or fourth time what had happened and the 10 percent reduction offered to me. I went through the shelf labels again and explained what I had already explained. For the fourth time the product was scanned. For the fourth time $99 popped up. The manager agreed that the box seemed to match the shelf label then noted that there was another box on the shelf that looked nearly identical. It was the same except it was thinner and was missing a keyboard. When he scanned it the box was the $79 item I wanted. The manager admitted their planogram was missing a shelf label and he would have it corrected then apologized. I was happy to get the item I wanted. This was a situation where employees should have had some training on customer service.
Managers who attend training to reduce employee theft learn signs to look for that may indicate someone is likely to steal and the proper way to intervene to stop it. Training to stop shoplifting helps managers learn customer service skills that quietly disrupt criminals intending to steal. Unfortunately training that would teach managers customer service etiquette seems to be wanting. Rather than assuming a customer who is challenging a price is trying to commit fraud why not properly investigate the claim? How much easier might it have been in my attempt to purchase a tablet to have that first manager see that there was an issue with shelf labels and resolve the problem? Rather than admit a mistake of some type additional people were called in and a customer was getting quite ticked off. With the right approach it could have been a non-issue. As it was they nearly lost a sale and risked a call to their headquarters.
While training to reduce employee theft and stop shoplifting are available to store owners the responsibility to instruct managers at all levels on customer service etiquette is yours. Are you willing to lose a customer because a manager was unable or unwilling to recognize the difference between an attempt at fraud and a store error? Teach your managers to think for themselves and empower them to make the right choices it will pay off in customer loyalty.
Need information on how to stop shoplifting? Contact us or call 1.770.426.0547 today.
Retail managers at all levels should attend training to reduce employee theft and stop shoplifting. After a recent experience I had at a store they should also have to attend training to recognize when they or the store has made a mistake. I was birthday shopping for my wife and went to a well-known business to purchase a computer tablet. I was not getting anything expensive but the one I found was on a shelf with a shelf label that matched the description and a listed price of $79. There were two of the items on the shelf. I carefully noted what all of the shelf labels said so I was sure I was getting the correct item and took it to the front registers. I was at a self-checkout stand and asked the cashier if she could remove the security device on it that was meant to stop shoplifting. She struggled and I offered to assist (this has been a part of my career for over twenty years) and we removed the device. The item scanned at $99. I called her back over and told her the price was wrong and that the shelf label said it was $79. She called a supervisor over who must not have believed the register and scanned it and got the same price. She then told me that it scanned correctly. I asked her to come with me to electronics and I showed her the shelf labels. She then tried to point to another label and I showed her that the label she pointed to was for another brand and then showed her ALL of the labels. She then called the electronics person over who scanned the merchandise and told me the label was the wrong one. Now I was a bit irritated. The electronics associate tried to tell me why the merchandise did not match and I explained it was the only shelf label that DID match. The front end supervisor said she could give me 10 percent off. I told her that was not acceptable the price difference was $20 and I would just contact the corporate office. I started to walk away, still polite and maintaining my composure. Now I don’t know if these two thought they were able to stop fraud or stop shoplifting but I was perturbed. Then I had the notion I would speak to a manager because these two were no help.
The manager on duty came over and I explained for the third or fourth time what had happened and the 10 percent reduction offered to me. I went through the shelf labels again and explained what I had already explained. For the fourth time the product was scanned. For the fourth time $99 popped up. The manager agreed that the box seemed to match the shelf label then noted that there was another box on the shelf that looked nearly identical. It was the same except it was thinner and was missing a keyboard. When he scanned it the box was the $79 item I wanted. The manager admitted their planogram was missing a shelf label and he would have it corrected then apologized. I was happy to get the item I wanted. This was a situation where employees should have had some training on customer service.
Managers who attend training to reduce employee theft learn signs to look for that may indicate someone is likely to steal and the proper way to intervene to stop it. Training to stop shoplifting helps managers learn customer service skills that quietly disrupt criminals intending to steal. Unfortunately training that would teach managers customer service etiquette seems to be wanting. Rather than assuming a customer who is challenging a price is trying to commit fraud why not properly investigate the claim? How much easier might it have been in my attempt to purchase a tablet to have that first manager see that there was an issue with shelf labels and resolve the problem? Rather than admit a mistake of some type additional people were called in and a customer was getting quite ticked off. With the right approach it could have been a non-issue. As it was they nearly lost a sale and risked a call to their headquarters.
While training to reduce employee theft and stop shoplifting are available to store owners the responsibility to instruct managers at all levels on customer service etiquette is yours. Are you willing to lose a customer because a manager was unable or unwilling to recognize the difference between an attempt at fraud and a store error? Teach your managers to think for themselves and empower them to make the right choices it will pay off in customer loyalty.
Need information on how to stop shoplifting? Contact us today.
Protect Games – 4 WC Blog 839
Prevent Shoplifting – 3
Not All Solutions To Protect Games Are Equal
I am a fan of video games but when it comes to shoplifting I don’t play games and I look for the ways stores protect games. I am aware of one chain store that stocks only empty display boxes on shelves to protect the merchandise. The challenge with this method of protecting product is two-fold. First just having an empty box on display does not necessarily mean there is a live corresponding disc to be sold. Two, even though the stores store the discs in alphabetical order, I have personally experienced the wait while associates searched for the item I wanted. I can even recall once when a disc I wanted could not be located. It was a very frustrating experience.
I worked for a store that used display cases to stock video games in order to prevent shoplifting. This posed its own unique set of problems. First, some of the games were displayed with the spine of the game facing the customer. The pictures that are designed to pique the interest of potential customers were not visible. I believe this display hampered sales. Next was the display case itself…it was locked. If a customer wanted to look at merchandise they had to try to get an employee’s attention in order to open the showcase. Yes, showcases prevent shoplifting and I would contend they prevent sales as well.
A slightly better option I see in one retail giant is a game in a lock box attached by a cord to the display case. It does give the shopper a bit more flexibility to look at the game, turn the box over and read the description on the back and seem more information in general. Still the customer is forced to seek assistance from an employee if they want to make a purchase. The showcase itself is still locked. I would not mind this option so much if there was always someone standing nearby with a key. Unfortunately in the world of retail with tighter payroll budgets, that is not going to happen very often. Thus the advent of the wonderful thing we have come to know as a “call button”. Help is just a push away (and maybe several minutes away depending on how busy the associates are at the time).
Then there is the solution I have come to call the dump bin. There is nothing in place to prevent shoplifting in many cases. These tend to be bins filled with older games that may not be quite as popular so they are dumped in one of these containers. Customers have to dig and search to look at games. An avalanche may drop everything back on top of the item they had almost reached at the bottom of the mess. In some instances the games may protect games with an electronic article surveillance label which at least is some defense against theft. The problem is that the bad guys will remove the cellophane wrap and take the package and disc. These can then go to stores that buy “used” games for a few bucks each. There is always the internet option for selling or a trade for drugs on the street. Shoplifters are not necessarily picky about how they get money or drugs.
The preferred method in my mind to protect games is to use Sensormatic Safers. They look like a storage bag with a locking zipper and basically that is what they are. What is unique about these bags is that they are made of polyethylene and nylon material making them extremely durable. They also have electronic article surveillance built into them ensuring they will work with a Sensormatic security tower system. Why do I like this method of protecting merchandise? Accessibility for customers is the reason. Shoppers can pick up a game in a Safer, look at it from all angles and carry it around the store. They don’t have to wait for someone to help them open a display case just to look at an item they may or may not be interested in purchasing. The merchandise remains secure and the customer is more likely to buy it when they can carry it with them while conducting other shopping.
It is important to protect games and high shrink merchandise but it is just as important to ensure your customers have access to merchandise. The longer they have to wait for help or jump through hoops to make a purchase the less likely they will be to shop in your store in the future. Flexible Safers allow you to be flexible with your customers and that has a positive impact on sales and shortage.
It is important to protect games and we can help you with it. Call 1.770.426.0547 and let’s talk.
I am a fan of video games but when it comes to shoplifting I don’t play games and I look for the ways stores protect games. I am aware of one chain store that stocks only empty display boxes on shelves to protect the merchandise. The challenge with this method of protecting product is two-fold. First just having an empty box on display does not necessarily mean there is a live corresponding disc to be sold. Two, even though the stores store the discs in alphabetical order, I have personally experienced the wait while associates searched for the item I wanted. I can even recall once when a disc I wanted could not be located. It was a very frustrating experience.
I worked for a store that used display cases to stock video games in order to prevent shoplifting. This posed its own unique set of problems. First, some of the games were displayed with the spine of the game facing the customer. The pictures that are designed to pique the interest of potential customers were not visible. I believe this display hampered sales. Next was the display case itself…it was locked. If a customer wanted to look at merchandise they had to try to get an employee’s attention in order to open the showcase. Yes, showcases prevent shoplifting and I would contend they prevent sales as well.
A slightly better option I see in one retail giant is a game in a lock box attached by a cord to the display case. It does give the shopper a bit more flexibility to look at the game, turn the box over and read the description on the back and seem more information in general. Still the customer is forced to seek assistance from an employee if they want to make a purchase. The showcase itself is still locked. I would not mind this option so much if there was always someone standing nearby with a key. Unfortunately in the world of retail with tighter payroll budgets, that is not going to happen very often. Thus the advent of the wonderful thing we have come to know as a “call button”. Help is just a push away (and maybe several minutes away depending on how busy the associates are at the time).
Then there is the solution I have come to call the dump bin. There is nothing in place to prevent shoplifting in many cases. These tend to be bins filled with older games that may not be quite as popular so they are dumped in one of these containers. Customers have to dig and search to look at games. An avalanche may drop everything back on top of the item they had almost reached at the bottom of the mess. In some instances the games may protect games with an electronic article surveillance label which at least is some defense against theft. The problem is that the bad guys will remove the cellophane wrap and take the package and disc. These can then go to stores that buy “used” games for a few bucks each. There is always the internet option for selling or a trade for drugs on the street. Shoplifters are not necessarily picky about how they get money or drugs.
The preferred method in my mind to protect games is to use Sensormatic Safers. They look like a storage bag with a locking zipper and basically that is what they are. What is unique about these bags is that they are made of polyethylene and nylon material making them extremely durable. They also have electronic article surveillance built into them ensuring they will work with a Sensormatic security tower system. Why do I like this method of protecting merchandise? Accessibility for customers is the reason. Shoppers can pick up a game in a Safer, look at it from all angles and carry it around the store. They don’t have to wait for someone to help them open a display case just to look at an item they may or may not be interested in purchasing. The merchandise remains secure and the customer is more likely to buy it when they can carry it with them while conducting other shopping.
It is important to protect games and high shrink merchandise but it is just as important to ensure your customers have access to merchandise. The longer they have to wait for help or jump through hoops to make a purchase the less likely they will be to shop in your store in the future. Flexible Safers allow you to be flexible with your customers and that has a positive impact on sales and shortage.
It is important to protect games and we can help you with it. Call 1.770.426.0547 and let’s talk.
Clothing security tags – 3 WC Blog 838
Sensormatic Tags – 3
Sizing Up The Uses For Clothing Security Tags
Why in the world would a non-clothing retailer ever want to use Sensormatic clothing security tags, it doesn’t make sense…or does it? What kind of stores can and should use these tags? On the surface it seems that only clothing retail stores should. But some stores that are not necessarily considered clothing stores sell articles of clothing. For example I have walked into car part stores and have noticed that they sell baseball caps. I have been in a college bookstore that sells more than books. They sell all types of apparel from athletic shorts to college logo button down style shirts. Clothing theft happens wherever garments are sold.
Perhaps you are of the mindset that none of this matters because your store only sells bedding and bathroom accessories. You never ever sell clothing of any sort. You might have a point except that shoplifters will steal bedding and bath merchandise just as quickly as they would steal a pair of shoes. The good news for you is that Sensormatic clothing security tags are versatile enough to be used on all sorts of products made of material. I worked as a Loss Prevention Officer for a big box retailer and we protected high dollar comforters with Sensormatic tags. I have also seen them used on more expensive brands of sheet sets and bath towels.
Then there are the stores that sell groceries. Ahhh, I know you think you are immune to clothing theft so you don’t need to worry about using Sensormatic tags on clothes. Now wait a minute before you stop reading. Let me ask you a question. Do you have a Sensormatic security system in place already? Are you using food-safe Sensormatic labels to protect meats? If you already have an electronic article surveillance system in place, why are you limiting what you are using it for? Why not carry some gift t-shirts or ballcaps to increase sales? Do you carry aprons for your customers? We live near a beach and a lot of grocery stores sell t-shirts with the area’s name on it for souvenirs. They also sell beach towels, baseball hats and visors to drive sales. You could do the same but you should also protect them with anti-theft tags.
There is a well-known computer/electronics store I like to shop at. They carry computers, video gaming systems, stereo systems, smart phones, etc. Guess what else they sell? You got it they sell licensed clothing and backpacks. Now this particular store does have merchandise protection systems in place but I cannot tell you if they use Sensormatic tags on clothing or not. If they don’t they should. As with the grocery store, the system is in place why not maximize it to the fullest?
Clothing security tags are not solely for clothing merchandise retailers. They have multiple uses on a wide range of products. I have used them on golfing gloves and baseball mitts. I have seen them used on curtains and sofa covers. I have also seen them pinned through blister packages in hardware departments. From drill bits to power screw drivers the tags are sturdy enough to pierce tough plastic deterring crooks from trying to shoplift even these items.
If you have a Sensormatic security system but you are only tagging those products you believe your store specializes in like a grocery store tagging meats only you are missing the boat. There are labels and tags available for all kinds of things you may carry and have not thought about. If you don’t have an electronic article surveillance system you are missing out on an opportunity to decrease shortage and improve sales. Sensormatic systems are more affordable than you might realize. I recommend you get one installed now and learn how many items you really CAN protect in your store.
Need information on Sensormatic tags? Give us a call at 1.770.426.0547 now.
Why in the world would a non-clothing retailer ever want to use Sensormatic clothing security tags, it doesn’t make sense…or does it? What kind of stores can and should use these tags? On the surface it seems that only clothing retail stores should. But some stores that are not necessarily considered clothing stores sell articles of clothing. For example I have walked into car part stores and have noticed that they sell baseball caps. I have been in a college bookstore that sells more than books. They sell all types of apparel from athletic shorts to college logo button down style shirts. Clothing theft happens wherever garments are sold.
Perhaps you are of the mindset that none of this matters because your store only sells bedding and bathroom accessories. You never ever sell clothing of any sort. You might have a point except that shoplifters will steal bedding and bath merchandise just as quickly as they would steal a pair of shoes. The good news for you is that Sensormatic clothing security tags are versatile enough to be used on all sorts of products made of material. I worked as a Loss Prevention Officer for a big box retailer and we protected high dollar comforters with Sensormatic tags. I have also seen them used on more expensive brands of sheet sets and bath towels.
Then there are the stores that sell groceries. Ahhh, I know you think you are immune to clothing theft so you don’t need to worry about using Sensormatic tags on clothes. Now wait a minute before you stop reading. Let me ask you a question. Do you have a Sensormatic security system in place already? Are you using food-safe Sensormatic labels to protect meats? If you already have an electronic article surveillance system in place, why are you limiting what you are using it for? Why not carry some gift t-shirts or ballcaps to increase sales? Do you carry aprons for your customers? We live near a beach and a lot of grocery stores sell t-shirts with the area’s name on it for souvenirs. They also sell beach towels, baseball hats and visors to drive sales. You could do the same but you should also protect them with anti-theft tags.
There is a well-known computer/electronics store I like to shop at. They carry computers, video gaming systems, stereo systems, smart phones, etc. Guess what else they sell? You got it they sell licensed clothing and backpacks. Now this particular store does have merchandise protection systems in place but I cannot tell you if they use Sensormatic tags on clothing or not. If they don’t they should. As with the grocery store, the system is in place why not maximize it to the fullest?
Clothing security tags are not solely for clothing merchandise retailers. They have multiple uses on a wide range of products. I have used them on golfing gloves and baseball mitts. I have seen them used on curtains and sofa covers. I have also seen them pinned through blister packages in hardware departments. From drill bits to power screw drivers the tags are sturdy enough to pierce tough plastic deterring crooks from trying to shoplift even these items.
If you have a Sensormatic security system but you are only tagging those products you believe your store specializes in like a grocery store tagging meats only you are missing the boat. There are labels and tags available for all kinds of things you may carry and have not thought about. If you don’t have an electronic article surveillance system you are missing out on an opportunity to decrease shortage and improve sales. Sensormatic systems are more affordable than you might realize. I recommend you get one installed now and learn how many items you really CAN protect in your store.
Need information on Sensormatic tags? Give us a call at 1.770.426.0547 now.
