Clothing Security -4 WC Blog 734
Sensormatic Tags -3
Make Good Decisions And Use Sensormatic Tags To Avoid Bad Stops
If you own a store that sells softlines merchandise clothing security has to be a concern for you. Theft is going to happen and you need to be prepared to address it but how you do so can be a tricky proposition. When I started out in Retail Loss Prevention my first job was in a department store and the majority of the merchandise we carried was softlines products such as men’s and women’s clothing, shoes, handbags and accessories. What you have to be careful of is protecting merchandise from theft and also not making false accusations against customers. I thought about this after watching a “live” police show on television the other night (although it was a previously recorded episode). I also read a news story about a teenager allegedly falsely accused of shoplifting after having been forcibly stopped by a store Loss Prevention Agent. I will tell you more about each incident in a moment but first I want to say that I have made a couple of “bad” stops during my own 17 years in Loss Prevention. It is uncomfortable and embarrassing to the accused and as the officer making the stop it is embarrassing and sticks with you a LONG time (as I attest to writing this more than 17 years after my own first “bad” stop). The other issue is that a bad stop can result in a lawsuit against the business. Sensormatic tags on clothing can greatly reduce the risk of ever having to deal with bad stops and the potential for being sued.
The purpose of clothing security is to prevent theft through deterrence. Plain and simply those who shoplift do so for any number of reasons but they are usually dissuaded when the risk of being caught is too great. Bill Bregar who is the founder and owner of Loss Prevention Systems, Inc. was a National Director of Loss Prevention for several major retailers. He has experience with electronic article system tags working and deterring shoplifting. He recommends his customers invest in Sensormatic systems and tags to reduce shrink. Crooks know that tags are going to set off alarms if they get near the pedestals in an effort to sneak clothes out. Sensormatic tags will also damage clothes if a shoplifter attempts to force them off in order to steal merchandise. Either way, the use of these devices will stop shoplifting. If a store isn’t using electronic article surveillance that business is going to have high shortage rates there is no getting around that fact.
This brings me to the two cases that turned out to be bad stops. In the television show a suspect was stopped by police, handcuffed and told that he was a suspect in a shoplifting incident at a hardware store. The Loss Prevention Officer came out, showed video from her phone of the incident and it was determined the suspect was not the same person. The man was released. Then in an article from wsvn.com on December 13, 2018, by Nicole Linsalata and Andrew Dymburt, they report about a family suing a major retailer after a “security officer” stopped a 13-year old girl for shoplifting. The report says that video of the arrest shows the security officer pushing the girl to the ground. To make matters worse the police found all four of the bathing suits the girl was suspected of taking were still in the fitting room. I don’t know if the stores in question use Sensormatic tags or not but obviously they do have security officers. Large retailers can afford these officers but they can and do make mistakes. Unfortunately these officers sometimes have poor training or can be too aggressive. Sometimes they get so focused on a case they fail to err on the side of caution and when that happens, things can spiral out of control. This can lead to a very costly lawsuit for the store.
Small store owners with no Loss Prevention can avoid worrying about any of this if they use Clothing security tags to protect their merchandise. If tags are used there will be few attempts at shoplifting and those that do happen can often be prevented with great customer service. To help owners with electronic article alarm response and theft prevention, Loss Prevention Systems, Inc. offers free training with the purchase of a Sensormatic system.
Don’t make bad choices or bad stops. Use clothing security tags to stop theft from taking place. Train employees on the proper methods of tagging products and alarm response and you will find you can greatly reduce theft and significantly improve profits.
Get more information on clothing security, contact us or call 1.770.426.0547 today.
If you own a store that sells softlines merchandise clothing security has to be a concern for you. Theft is going to happen and you need to be prepared to address it but how you do so can be a tricky proposition. When I started out in Retail Loss Prevention my first job was in a department store and the majority of the merchandise we carried was softlines products such as men’s and women’s clothing, shoes, handbags and accessories. What you have to be careful of is protecting merchandise from theft and also not making false accusations against customers. I thought about this after watching a “live” police show on television the other night (although it was a previously recorded episode). I also read a news story about a teenager allegedly falsely accused of shoplifting after having been forcibly stopped by a store Loss Prevention Agent. I will tell you more about each incident in a moment but first I want to say that I have made a couple of “bad” stops during my own 17 years in Loss Prevention. It is uncomfortable and embarrassing to the accused and as the officer making the stop it is embarrassing and sticks with you a LONG time (as I attest to writing this more than 17 years after my own first “bad” stop). The other issue is that a bad stop can result in a lawsuit against the business. Sensormatic tags on clothing can greatly reduce the risk of ever having to deal with bad stops and the potential for being sued.
The purpose of clothing security is to prevent theft through deterrence. Plain and simply those who shoplift do so for any number of reasons but they are usually dissuaded when the risk of being caught is too great. Bill Bregar who is the founder and owner of Loss Prevention Systems, Inc. was a National Director of Loss Prevention for several major retailers. He has experience with electronic article system tags working and deterring shoplifting. He recommends his customers invest in Sensormatic systems and tags to reduce shrink. Crooks know that tags are going to set off alarms if they get near the pedestals in an effort to sneak clothes out. Sensormatic tags will also damage clothes if a shoplifter attempts to force them off in order to steal merchandise. Either way, the use of these devices will stop shoplifting. If a store isn’t using electronic article surveillance that business is going to have high shortage rates there is no getting around that fact.
This brings me to the two cases that turned out to be bad stops. In the television show a suspect was stopped by police, handcuffed and told that he was a suspect in a shoplifting incident at a hardware store. The Loss Prevention Officer came out, showed video from her phone of the incident and it was determined the suspect was not the same person. The man was released. Then in an article from wsvn.com on December 13, 2018, by Nicole Linsalata and Andrew Dymburt, they report about a family suing a major retailer after a “security officer” stopped a 13-year old girl for shoplifting. The report says that video of the arrest shows the security officer pushing the girl to the ground. To make matters worse the police found all four of the bathing suits the girl was suspected of taking were still in the fitting room. I don’t know if the stores in question use Sensormatic tags or not but obviously they do have security officers. Large retailers can afford these officers but they can and do make mistakes. Unfortunately these officers sometimes have poor training or can be too aggressive. Sometimes they get so focused on a case they fail to err on the side of caution and when that happens, things can spiral out of control. This can lead to a very costly lawsuit for the store.
Small store owners with no Loss Prevention can avoid worrying about any of this if they use Clothing security tags to protect their merchandise. If tags are used there will be few attempts at shoplifting and those that do happen can often be prevented with great customer service. To help owners with electronic article alarm response and theft prevention, Loss Prevention Systems, Inc. offers free training with the purchase of a Sensormatic system.
Don’t make bad choices or bad stops. Use clothing security tags to stop theft from taking place. Train employees on the proper methods of tagging products and alarm response and you will find you can greatly reduce theft and significantly improve profits.
Get more information on clothing security, contact us or call 1.770.426.0547 today.
WC Blog 740
Stop Shoplifting -3
Sensormatic hard tags-3
Building A Culture Of Customer Service To Stop Shoplifting And Grow Sales Part 2
Most people in retail management are at least familiar with Sensormatic hard tags and what they do. Whether they choose to use them in their stores to improve their sales and profits may be another story. Most store managers will also pay lip service to the value of customer service in a store but I am not convinced all of them really know what great customer service looks like. I thought about this following a recent trip to a fast food restaurant and experienced what great customer service truly looks like. I shared this in Part 1 of this series. This business was extremely busy and had the employees been stressed out or short tempered it would have been understandable. Instead, the employees were smiling, engaging customers and there was plenty of help available. The culture of customer service in this restaurant should be emulated in every retail store. I can assure you that if you apply this model in your retail business you will boost sales and you will enhance the anti-theft capabilities of your Sensormatic security system (pssst…if you don’t have a Sensormatic system we will talk about that too).
What is it that made this store stand out from its competitors and what is management doing to make it happen? I would suggest that the employees were happy. The crowd was not a bother, a challenge perhaps but not a bother. I saw a manager (I’m pretty sure it was a manager) who was smiling, talking to his team encouraging them and giving direction but was pleasant in the process. This type of leadership is infectious and creates the climate for that shift or the day. What kind of leaders are working for you? What is your leadership style? How do YOUR managers cope under pressure? I would also say that based on the staffing level on the day I was in this establishment management had planned on a large influx of customers. Do you consider how you will stop shoplifting or the increased opportunity for it on busy days? Do you do anything differently to support increased patronage in any way? If you aren’t properly staffing you are hurting yourself.
When you have enough coverage it takes a strain off of your workers and they don’t feel overwhelmed. I have no idea what tools this business uses to plan but retailers can plan for business by using customer counting devices on their Sensormatic towers. Using the information from these counters can aid in planning and scheduling based on your customer foot traffic. Know when the peak times are for shoppers (and shoplifters) and you can schedule staff more effectively. Your employees can assist more patrons on the floor, increasing add-on sales and it also serves to stop shoplifting since crooks don’t want the attention. You can also have enough front end coverage that someone can respond if Sensormatic hard tags set off alarms be it by an attempted theft or cashier failure to remove a tag. Paying customers are less likely to be angry at an alarm activation if someone friendly responds to the doors quickly. Again, good customer service goes a long way to maintain happy customers who will return to a store to shop. Bill Bregar the founder of Loss Prevention Systems, Inc. (LPSI) recognizes how important proper staffing is to customer service, how it impacts sales AND can stop shoplifting. That is why he strongly recommends his customers install door counting sensors. Often the sensors can be seamlessly incorporated into existing systems. If you have avoided purchasing a system because you fear the cost will be out of your budget try looking at the LPSI ROI Calculator on their website, you will be very surprised at how affordable it is.
I am going to add one more thought on the importance of focusing on customer service in retail. When employees aren’t happy they don’t care as much about the tasks they need to accomplish. Associates may not take time to properly place Sensormatic hard tags on merchandise or they miss an occasional piece of merchandise. Cashiers are careless in removing hard tags leading to false alarms. A cashier with a negative attitude leaves a bad impression on customers. Any of these can be a cause for shoppers to decide not to return to a store. Be sure to create an atmosphere in your store where your employees are happy and encouraged to perform their best. Staff the building to minimize the stress level and your employees will appreciate it. As they do the level of customer service will improve and that will boost sales and reduce shortage and that is what your goal should be.
Need information on Sensormatic hard tags? Give us a call at 1.770.426.0547 now.
Most people in retail management are at least familiar with Sensormatic hard tags and what they do. Whether they choose to use them in their stores to improve their sales and profits may be another story. Most store managers will also pay lip service to the value of customer service in a store but I am not convinced all of them really know what great customer service looks like. I thought about this following a recent trip to a fast food restaurant and experienced what great customer service truly looks like. I shared this in Part 1 of this series. This business was extremely busy and had the employees been stressed out or short tempered it would have been understandable. Instead, the employees were smiling, engaging customers and there was plenty of help available. The culture of customer service in this restaurant should be emulated in every retail store. I can assure you that if you apply this model in your retail business you will boost sales and you will enhance the anti-theft capabilities of your Sensormatic security system (pssst…if you don’t have a Sensormatic system we will talk about that too).
What is it that made this store stand out from its competitors and what is management doing to make it happen? I would suggest that the employees were happy. The crowd was not a bother, a challenge perhaps but not a bother. I saw a manager (I’m pretty sure it was a manager) who was smiling, talking to his team encouraging them and giving direction but was pleasant in the process. This type of leadership is infectious and creates the climate for that shift or the day. What kind of leaders are working for you? What is your leadership style? How do YOUR managers cope under pressure? I would also say that based on the staffing level on the day I was in this establishment management had planned on a large influx of customers. Do you consider how you will stop shoplifting or the increased opportunity for it on busy days? Do you do anything differently to support increased patronage in any way? If you aren’t properly staffing you are hurting yourself.
When you have enough coverage it takes a strain off of your workers and they don’t feel overwhelmed. I have no idea what tools this business uses to plan but retailers can plan for business by using customer counting devices on their Sensormatic towers. Using the information from these counters can aid in planning and scheduling based on your customer foot traffic. Know when the peak times are for shoppers (and shoplifters) and you can schedule staff more effectively. Your employees can assist more patrons on the floor, increasing add-on sales and it also serves to stop shoplifting since crooks don’t want the attention. You can also have enough front end coverage that someone can respond if Sensormatic hard tags set off alarms be it by an attempted theft or cashier failure to remove a tag. Paying customers are less likely to be angry at an alarm activation if someone friendly responds to the doors quickly. Again, good customer service goes a long way to maintain happy customers who will return to a store to shop. Bill Bregar the founder of Loss Prevention Systems, Inc. (LPSI) recognizes how important proper staffing is to customer service, how it impacts sales AND can stop shoplifting. That is why he strongly recommends his customers install door counting sensors. Often the sensors can be seamlessly incorporated into existing systems. If you have avoided purchasing a system because you fear the cost will be out of your budget try looking at the LPSI ROI Calculator on their website, you will be very surprised at how affordable it is.
I am going to add one more thought on the importance of focusing on customer service in retail. When employees aren’t happy they don’t care as much about the tasks they need to accomplish. Associates may not take time to properly place Sensormatic hard tags on merchandise or they miss an occasional piece of merchandise. Cashiers are careless in removing hard tags leading to false alarms. A cashier with a negative attitude leaves a bad impression on customers. Any of these can be a cause for shoppers to decide not to return to a store. Be sure to create an atmosphere in your store where your employees are happy and encouraged to perform their best. Staff the building to minimize the stress level and your employees will appreciate it. As they do the level of customer service will improve and that will boost sales and reduce shortage and that is what your goal should be.
Need information on Sensormatic hard tags? Give us a call at 1.770.426.0547 now.
Training to reduce employee theft-3 WC Blog 644
stop shoplifting-3
Trying To Stop Shoplifting Can Be Crazy – How Do You Do It?
Three employees try to stop shoplifting by two or was it three shoplifters at once? Sounds crazy doesn’t it? Well, that was what happened the other night at the store I work at as a sales associate. It was getting to be a bit after 7:00pm and I was on a cash register, the manager on duty was helping me ring up sales and the third employee was busy assisting another customer. I noticed a customer walk in who seemed very fidgety and I greeted him from my register and asked if he would need help. He asked where printer ink was located and I gave him directions and kept an eye on the cctv monitor for that area. I pointed him out to my manager. We both noticed a second individual walk into another area with electronics merchandise in it. We worked to get our lines down so we could provide customer service to these two “customers”. The manager working with me recognizes my Loss Prevention Management background and respects my suspicions when something or someone does not feel right. I would ask owners of smaller, self-owned stores what do YOU do to prevent theft? Do you know how crooks operate and the methods they use to rip off stores? Do you understand the impact dishonest employees and shoplifters have on a business? Training to reduce employee theft and stop shoplifting can bring you up to speed and actually help improve the bottom line for your business.
You read correctly that I was formerly a Loss Prevention Manager and I have over 28 total years of retail experience. I have seen the different ways large stores try to train employees and managers on how to prevent theft but they are not all equal and in many cases it is done only in a poor video training format. The best training I have found incorporates a live training session(s) in addition to follow-up videos and training modules. I have conducted new hire orientations and spent time coaching cashiers on how to prevent fraudulent transactions. I know first-hand the impact it has on people when they can ask questions and interact with an instructor. That is why I strongly recommend the training to reduce employee theft offered from Loss Prevention Systems Inc. They offer several seminars that teach store owners and managers on theft related issues. They also incorporate webinars, blogs and newsletters into a comprehensive package all with informed information from people who have extensive Loss Prevention backgrounds. You may not be able to afford a Loss Prevention team for your business but you can afford to learn the way to combat theft from Loss Prevention Systems Inc.
To continue with our encounter, I stayed with the customer in the ink department as he pretended to try to contact someone on his phone to get him the information on his printer for the ink he needed. He bided his time to see if I would go away but I’m all about customer service and waited patiently. In the meantime a third suspicious person asked me for directions to the restrooms. The manager had observed this while he was finishing his transactions and said he had watched this guy watch me as I was helping the patron in the ink department (yup, it gets crazy to follow). The manager finished and went to help the second subject in the electronics area. The manager told me later that the subject began rambling about nonsense when the manager offered to assist him. He also told me he saw something in the suspect’s hands that he tried to hide then put down and it turned out to be a box containing $30 earbuds. The box had been torn open and the customer had already started to remove the contents so the manager did stop shoplifting in this case. My suspect finally left the store and hung around the entrance looking back in so I stayed near the front where he could see me. The second suspect, uh, I mean customer, came to the register and put down three sets of earbuds at a total cost of $60 and then said he forgot his wallet and would be right back. Oddly, he never returned and the third suspect left without us seeing him.
I am certain we stopped a significant amount of loss but I could not quantify a total amount. Had this been YOUR store would you and your managers have known what to do? Would you have even recognized the suspicious actions or that the people were probably working together? I can’t be at your store but training to reduce employee theft and prevent shoplifting from LPSI can ensure that you will be able to handle bad guys who want to steal from you effectively and safely.
Need information on training to reduce employee theft? Give us a call at 1.770.426.0547 now.
Three employees try to stop shoplifting by two or was it three shoplifters at once? Sounds crazy doesn’t it? Well, that was what happened the other night at the store I work at as a sales associate. It was getting to be a bit after 7:00pm and I was on a cash register, the manager on duty was helping me ring up sales and the third employee was busy assisting another customer. I noticed a customer walk in who seemed very fidgety and I greeted him from my register and asked if he would need help. He asked where printer ink was located and I gave him directions and kept an eye on the cctv monitor for that area. I pointed him out to my manager. We both noticed a second individual walk into another area with electronics merchandise in it. We worked to get our lines down so we could provide customer service to these two “customers”. The manager working with me recognizes my Loss Prevention Management background and respects my suspicions when something or someone does not feel right. I would ask owners of smaller, self-owned stores what do YOU do to prevent theft? Do you know how crooks operate and the methods they use to rip off stores? Do you understand the impact dishonest employees and shoplifters have on a business? Training to reduce employee theft and stop shoplifting can bring you up to speed and actually help improve the bottom line for your business.
You read correctly that I was formerly a Loss Prevention Manager and I have over 28 total years of retail experience. I have seen the different ways large stores try to train employees and managers on how to prevent theft but they are not all equal and in many cases it is done only in a poor video training format. The best training I have found incorporates a live training session(s) in addition to follow-up videos and training modules. I have conducted new hire orientations and spent time coaching cashiers on how to prevent fraudulent transactions. I know first-hand the impact it has on people when they can ask questions and interact with an instructor. That is why I strongly recommend the training to reduce employee theft offered from Loss Prevention Systems Inc. They offer several seminars that teach store owners and managers on theft related issues. They also incorporate webinars, blogs and newsletters into a comprehensive package all with informed information from people who have extensive Loss Prevention backgrounds. You may not be able to afford a Loss Prevention team for your business but you can afford to learn the way to combat theft from Loss Prevention Systems Inc.
To continue with our encounter, I stayed with the customer in the ink department as he pretended to try to contact someone on his phone to get him the information on his printer for the ink he needed. He bided his time to see if I would go away but I’m all about customer service and waited patiently. In the meantime a third suspicious person asked me for directions to the restrooms. The manager had observed this while he was finishing his transactions and said he had watched this guy watch me as I was helping the patron in the ink department (yup, it gets crazy to follow). The manager finished and went to help the second subject in the electronics area. The manager told me later that the subject began rambling about nonsense when the manager offered to assist him. He also told me he saw something in the suspect’s hands that he tried to hide then put down and it turned out to be a box containing $30 earbuds. The box had been torn open and the customer had already started to remove the contents so the manager did stop shoplifting in this case. My suspect finally left the store and hung around the entrance looking back in so I stayed near the front where he could see me. The second suspect, uh, I mean customer, came to the register and put down three sets of earbuds at a total cost of $60 and then said he forgot his wallet and would be right back. Oddly, he never returned and the third suspect left without us seeing him.
I am certain we stopped a significant amount of loss but I could not quantify a total amount. Had this been YOUR store would you and your managers have known what to do? Would you have even recognized the suspicious actions or that the people were probably working together? I can’t be at your store but training to reduce employee theft and prevent shoplifting from LPSI can ensure that you will be able to handle bad guys who want to steal from you effectively and safely.
Need information on training to reduce employee theft? Give us a call at 1.770.426.0547 now.
Sensormatic labels -4 wc blog 741
Stop Shoplifting – 3
Don’t Settle For Stagnant Shortage Results – Use Sensormatic Labels
If I were to ask retail owners if they would like to stop shoplifting from taking place in their stores I feel certain I would receive a 100% response in the affirmative. I would also guarantee a 100% affirmative response if I were to ask retailers if they would like to increase profits. Interestingly to me however is the fact that a recent 2018 National Retail Security Survey, found that there was a 22.2% decrease in the use of “Acousto-magnetic, electronic security tags” from 2017-2018 (pg. 10). This category would include Sensormatic labels of all types, including the HBC labels for health and beauty products and the Ultra strip III rolls. Now before I hit the panic button let me be clear, there were increases in other categories of Retail Loss Prevention Systems. For example the report listed budget increases for “Theft deterrent devices” which would include Sensormatic Safers, wraps, etc. So not all areas of retail theft protection have been neglected but the reporting that a 22.2% decrease in acousto-magnetic tag spending is concerning to me. As a former Loss Prevention Manager I believe this is a poor decision on the part of retailers.
The report indicates that shortage remains about flat to previous years at 1.33% (pg.5). Let me ask you a question, if your store sales remained flat to previous years would you be excited about this? Certainly not! You would take steps to improve profits. Well, shrink reduction is one place to start and it can be done quickly and results will be seen almost immediately. Bringing that 1.33% down by half is not unreasonable. Remember, that percentage is an average percentage for retailers. Your store(s) could very well be experiencing shrink much higher than this. As we break down shortage we find from the report that external theft accounted for 36.5% of store losses in 2017. Internal theft or employee theft resulted in an additional 30% of store losses. Combined, on average this could be 66.5% of your merchandise shortage and does not include an estimated 5.4% attributed to vendor theft or fraud. Bill Bregar, owner of Loss Prevention Systems, Inc. knows how theft takes a significant bite out of store profits. Bill has developed and operated Loss Prevention programs at the National Director level for major retailers. He draws on that experience to help business owners improve their profits through improved sales and reduced shortage. Like me, Bill DOES recommend the use of Sensormatic labels and hard tags to prevent shoplifting and internal theft to his clients.
I mentioned that you could bring shrink down by almost half and it can be done quickly. Bill agrees with me here as well and if you will take a look at the ROI calculator on the Loss Prevention Systems, Inc. website you will see that is the amount his company estimates you would reduce shrink by if you were to install a retail anti-theft system and use Sensormatic labels and tags. Sitting stagnate and accepting 1.33% losses is an unacceptable proposition when that figure can be easily improved upon.
One other aspect of the report that concerned me is that approximately 42% of stores in this survey experienced shrinkage of 1.5% and higher (with 9% of stores experiencing over 3% in shortage) (pg. 5). And what are some of the types of anti-theft measures that are increasingly being used in stores? “Simulated, visible CCTV” and “Observation mirrors” are listed as seeing a 27.0% and 9% increase since 2017 respectively (pg. 10). I have nothing against CCTV or the use of mirrors in stores. I used live CCTV and recorded video to catch shoplifters and dishonest employees. Mirrors can help with seeing corners that may be out of the line of sight of employees. Using simulated CCTV may deter a minimal amount of theft but Sensormatic labels are a much more effective method to stop shoplifting. They act as a deterrent AND they set off alarm towers providing trained employees an opportunity to recover merchandise before it gets out the door. Mirrors are only effective if employees are watching them and going to those corners but do your employees have time to be watching mirrors? Unless you have a Loss Prevention Associate working the benefits are negligible at best.
Investing in a Sensormatic system is the smart choice for store owners. They are proven to stop shoplifting and employee theft. I have first-hand experience recovering merchandise that was going to be stolen had an electronic article surveillance alarm not set off an alarm tower. Don’t waste money on technology that will not provide the same results. Keep merchandise out of the hands of thieves and in the store where it will be bought and see sales soar. Invest in Sensormatic security systems!
Need information on Sensormatic labels? Give us a call at 1.770.426.0547 now.
If I were to ask retail owners if they would like to stop shoplifting from taking place in their stores I feel certain I would receive a 100% response in the affirmative. I would also guarantee a 100% affirmative response if I were to ask retailers if they would like to increase profits. Interestingly to me however is the fact that a recent 2018 National Retail Security Survey, found that there was a 22.2% decrease in the use of “Acousto-magnetic, electronic security tags” from 2017-2018 (pg. 10). This category would include Sensormatic labels of all types, including the HBC labels for health and beauty products and the Ultra strip III rolls. Now before I hit the panic button let me be clear, there were increases in other categories of Retail Loss Prevention Systems. For example the report listed budget increases for “Theft deterrent devices” which would include Sensormatic Safers, wraps, etc. So not all areas of retail theft protection have been neglected but the reporting that a 22.2% decrease in acousto-magnetic tag spending is concerning to me. As a former Loss Prevention Manager I believe this is a poor decision on the part of retailers.
The report indicates that shortage remains about flat to previous years at 1.33% (pg.5). Let me ask you a question, if your store sales remained flat to previous years would you be excited about this? Certainly not! You would take steps to improve profits. Well, shrink reduction is one place to start and it can be done quickly and results will be seen almost immediately. Bringing that 1.33% down by half is not unreasonable. Remember, that percentage is an average percentage for retailers. Your store(s) could very well be experiencing shrink much higher than this. As we break down shortage we find from the report that external theft accounted for 36.5% of store losses in 2017. Internal theft or employee theft resulted in an additional 30% of store losses. Combined, on average this could be 66.5% of your merchandise shortage and does not include an estimated 5.4% attributed to vendor theft or fraud. Bill Bregar, owner of Loss Prevention Systems, Inc. knows how theft takes a significant bite out of store profits. Bill has developed and operated Loss Prevention programs at the National Director level for major retailers. He draws on that experience to help business owners improve their profits through improved sales and reduced shortage. Like me, Bill DOES recommend the use of Sensormatic labels and hard tags to prevent shoplifting and internal theft to his clients.
I mentioned that you could bring shrink down by almost half and it can be done quickly. Bill agrees with me here as well and if you will take a look at the ROI calculator on the Loss Prevention Systems, Inc. website you will see that is the amount his company estimates you would reduce shrink by if you were to install a retail anti-theft system and use Sensormatic labels and tags. Sitting stagnate and accepting 1.33% losses is an unacceptable proposition when that figure can be easily improved upon.
One other aspect of the report that concerned me is that approximately 42% of stores in this survey experienced shrinkage of 1.5% and higher (with 9% of stores experiencing over 3% in shortage) (pg. 5). And what are some of the types of anti-theft measures that are increasingly being used in stores? “Simulated, visible CCTV” and “Observation mirrors” are listed as seeing a 27.0% and 9% increase since 2017 respectively (pg. 10). I have nothing against CCTV or the use of mirrors in stores. I used live CCTV and recorded video to catch shoplifters and dishonest employees. Mirrors can help with seeing corners that may be out of the line of sight of employees. Using simulated CCTV may deter a minimal amount of theft but Sensormatic labels are a much more effective method to stop shoplifting. They act as a deterrent AND they set off alarm towers providing trained employees an opportunity to recover merchandise before it gets out the door. Mirrors are only effective if employees are watching them and going to those corners but do your employees have time to be watching mirrors? Unless you have a Loss Prevention Associate working the benefits are negligible at best.
Investing in a Sensormatic system is the smart choice for store owners. They are proven to stop shoplifting and employee theft. I have first-hand experience recovering merchandise that was going to be stolen had an electronic article surveillance alarm not set off an alarm tower. Don’t waste money on technology that will not provide the same results. Keep merchandise out of the hands of thieves and in the store where it will be bought and see sales soar. Invest in Sensormatic security systems!
Need information on Sensormatic labels? Give us a call at 1.770.426.0547 now.
Stop Shoplifting – 3 WC Blog 739
Sensormatic Hard Tags – 4
Building A Culture Of Customer Service To Stop Shoplifting And Grow Sales Part 1
I write about how to stop shoplifting because that is what I am passionate about. I hate theft and I despise what it does to retailers and quite honestly to my wallet. All of us have to pay for the ne’er do wells who choose to take what isn’t theirs for their own selfish reasons. I also like to write about great customer service because I am also passionate about that. I know how good customer service can make a small business a big success. Because my background is wrapped up in Retail Loss Prevention Management and retail sales I know how customer service drives sales and how it can be combined with electronic article surveillance (EAS) tags like Sensormatic hard tags to prevent theft. By using this combination stores will boost sales and reduce inventory shrink which contributes to even more profit.
It is common for those of us who write on theft prevention to talk about customer service and how it is a means of thwarting criminal activity but what does great customer service really look like? Is it a matter of saying hello to everyone walking into a store? Is it identifiable? I am going to tell you about a recent experience I had that demonstrated exactly what great customer service should look like. It was during a recent visit to Chick-fil-A. I don’t often use company names but they deserve this shout out. It was very busy and I parked my car and went inside. The line of cars at the drive through wrapped all the way around the building. I placed my order and despite the craziness the young woman behind the counter was friendly and took my order and started working on it. I received my food in a reasonable amount of time which I did not expect looking at the crowd and took note that there seemed to be extra people working at that time. I would say they anticipated the traffic they would have and scheduled accordingly. When I went back to my car I noticed two employees were walking up and down the line of cars in the drive through and taking orders by hand and going to the drive up window to deliver them, cutting down the wait time for the drive up orders! I complimented the workers as I drive off. Now I know some of you are curious how a restaurant business can be compared to retail sales and how you stop shoplifting. There are two aspects to the customer service component that applies to both industries. The friendliness of the employees under what could have been stressful circumstances and the planning and staffing of the team for the day both are due to great management and leadership.
Both types of businesses rely on customers for the survival of the business. If your business model does not recognize the importance of customer service you are going to lose clients and as a retailer you will incur theft from shoplifting. If you protect your merchandise with Sensormatic hard tags and labels and Sensormatic pedestals at your doors you are putting a barrier in place that deters criminal activity. Reduce theft and you keep prices low, pleasing your customers in the process. That is one aspect of good customer service.
The other piece of customer service is when management builds a culture where customer service means your team pays attention to the customer. The employees at this business were incredibly busy and yet all were pleasant and able to be friendly to the customers. Had this been a retail environment I am certain that if someone set off alarms due to merchandise having Sensormatic hard tags attached THIS team of employees would have made recoveries of unpaid goods with a smile on their faces. I have worked in stores where alarm activations were ignored or the person was waved out the door with no apology or attempt to determine the cause of the alarm.
In Part 2 I will continue this discussion on the value of customer service and the use of Sensormatic hard tags to stop shoplifting. I will also look at the importance of leadership and management in setting the tone for how a store will be perceived by customers and I will touch on the importance of scheduling as a part of a customer service focused culture.
For more information about how to stop shoplifting contact us or call 1.770.426.0547
I write about how to stop shoplifting because that is what I am passionate about. I hate theft and I despise what it does to retailers and quite honestly to my wallet. All of us have to pay for the ne’er do wells who choose to take what isn’t theirs for their own selfish reasons. I also like to write about great customer service because I am also passionate about that. I know how good customer service can make a small business a big success. Because my background is wrapped up in Retail Loss Prevention Management and retail sales I know how customer service drives sales and how it can be combined with electronic article surveillance (EAS) tags like Sensormatic hard tags to prevent theft. By using this combination stores will boost sales and reduce inventory shrink which contributes to even more profit.
It is common for those of us who write on theft prevention to talk about customer service and how it is a means of thwarting criminal activity but what does great customer service really look like? Is it a matter of saying hello to everyone walking into a store? Is it identifiable? I am going to tell you about a recent experience I had that demonstrated exactly what great customer service should look like. It was during a recent visit to Chick-fil-A. I don’t often use company names but they deserve this shout out. It was very busy and I parked my car and went inside. The line of cars at the drive through wrapped all the way around the building. I placed my order and despite the craziness the young woman behind the counter was friendly and took my order and started working on it. I received my food in a reasonable amount of time which I did not expect looking at the crowd and took note that there seemed to be extra people working at that time. I would say they anticipated the traffic they would have and scheduled accordingly. When I went back to my car I noticed two employees were walking up and down the line of cars in the drive through and taking orders by hand and going to the drive up window to deliver them, cutting down the wait time for the drive up orders! I complimented the workers as I drive off. Now I know some of you are curious how a restaurant business can be compared to retail sales and how you stop shoplifting. There are two aspects to the customer service component that applies to both industries. The friendliness of the employees under what could have been stressful circumstances and the planning and staffing of the team for the day both are due to great management and leadership.
Both types of businesses rely on customers for the survival of the business. If your business model does not recognize the importance of customer service you are going to lose clients and as a retailer you will incur theft from shoplifting. If you protect your merchandise with Sensormatic hard tags and labels and Sensormatic pedestals at your doors you are putting a barrier in place that deters criminal activity. Reduce theft and you keep prices low, pleasing your customers in the process. That is one aspect of good customer service.
The other piece of customer service is when management builds a culture where customer service means your team pays attention to the customer. The employees at this business were incredibly busy and yet all were pleasant and able to be friendly to the customers. Had this been a retail environment I am certain that if someone set off alarms due to merchandise having Sensormatic hard tags attached THIS team of employees would have made recoveries of unpaid goods with a smile on their faces. I have worked in stores where alarm activations were ignored or the person was waved out the door with no apology or attempt to determine the cause of the alarm.
In Part 2 I will continue this discussion on the value of customer service and the use of Sensormatic hard tags to stop shoplifting. I will also look at the importance of leadership and management in setting the tone for how a store will be perceived by customers and I will touch on the importance of scheduling as a part of a customer service focused culture.
For more information about how to stop shoplifting, contact us or call 1.770.426.0547
