WC Blog 831
Stop Shoplifting – 3
Sensormatic Tags -3
Openness To Suggestions Can Stop Shoplifting, Improve Safety And/Or Operations
When I was a Loss Prevention Manager I balked at some things I or my team were required to do that I felt had minimal impact on efforts to stop shoplifting. By nature I don’t like to do things that I perceive as a waste of time at work. I did not care for audit lists created by headquarters that my team had to research every single day. I may have recognized that some of the items should be on the list for every store and the list may have been a company top theft list but I believed it could have been reduced. I would have been agreeable to a shortened list with a store specific Top 5 list added on. Unfortunately many times a program is rolled out or a decision is made and as a leader you have to implement it. This is not meant to say that every program rolled out was a bad one. When directed to use Sensormatic tags on specific items that are a company-wide theft item it makes sense to require all stores to use the same measure of protection. On the other hand managers, you have to have the skills to know how to disagree with a program or policy, challenge it and have reasons for your disagreement but still get your team on board to support it. It can be a tricky balancing act but a necessary one for low and mid-level managers.
As a store owner or store manager are you open to feedback from your employees? I don’t mean a scowl and nasty look with a response that you will take something under advisement. I mean are you willing to listen to suggestions and give thoughtful consideration to what someone is concerned about? For example, what if one of your employees reads that liquid detergent is becoming a target of thieves and suggests you protect your detergents with Sensormatic tags, will you give it serious consideration? Ignoring the concern may cost you a lot of money before you find out they were right. Maybe a suggestion can save your company money in preventing an accident or it just eliminates a time waster. It can be related to how to better stop shoplifting or it may be operational in nature. For example recently at my retail job I was filling an empty pallet with cases of paper. I had to take the cartons from stockroom shelves, one carton at a time. I was annoyed at the safety issue of lifting these heavy boxes while on a ladder, having to haul them down then refilling a pallet that the cases were being sold from. The productivity issue was that the cartons had to be removed from a pallet they were received on, toted UP the ladder and stored in the stockroom shelves. The process of refilling the pallet took me at least half an hour. I have to assume it took someone that long to store those cases of paper on the shelves. I voiced my concern to the Manager on Duty about the safety concern and the waste of an hour of payroll. The Manager took a picture of the shelves that still had paper on them and sent the picture to the Store Manager and the rest of the management team. That demonstrated he took my concern seriously and my suggestion that paper simply be left on pallets in the stockroom.
You might be surprised by the knowledge some of your employees possess. Maybe you have someone working for you who had Loss Prevention experience and could share suggestion on how to improve efforts to stop shoplifting. As a Freight/Stockroom Manager my job dropped when I learned after almost a year that one of my stockroom employees had once been a stockroom manager in our company! There were many times I could have called upon his experience to get projects done much more quickly had I known of his background beforehand. When I asked him why he hadn’t told me he said he didn’t think it was important. I did walk away from that experience resolved in the future to know more about the people who work for me and use their knowledge to help in the future.
Not every suggestion is going to be a good one. If an employee suggests tagging checklane candy with Sensormatic tags I would be skeptical. If they provide a suggestion to tag all of the cosmetics, because they are seeing a lot of empty shelf spaces that may be something to look into. In the end what I am saying is don’t waste energy, time and resources on tasks that don’t make sense. I also urge you to be open to suggestions offered by employees that can prevent accidents, save money or save time. You might be surprised at what they can offer.
Need more information on Sensormatic tags? Give us a call at 1.770.426.0547 now.
When I was a Loss Prevention Manager I balked at some things I or my team were required to do that I felt had minimal impact on efforts to stop shoplifting. By nature I don’t like to do things that I perceive as a waste of time at work. I did not care for audit lists created by headquarters that my team had to research every single day. I may have recognized that some of the items should be on the list for every store and the list may have been a company top theft list but I believed it could have been reduced. I would have been agreeable to a shortened list with a store specific Top 5 list added on. Unfortunately many times a program is rolled out or a decision is made and as a leader you have to implement it. This is not meant to say that every program rolled out was a bad one. When directed to use Sensormatic tags on specific items that are a company-wide theft item it makes sense to require all stores to use the same measure of protection. On the other hand managers, you have to have the skills to know how to disagree with a program or policy, challenge it and have reasons for your disagreement but still get your team on board to support it. It can be a tricky balancing act but a necessary one for low and mid-level managers.
As a store owner or store manager are you open to feedback from your employees? I don’t mean a scowl and nasty look with a response that you will take something under advisement. I mean are you willing to listen to suggestions and give thoughtful consideration to what someone is concerned about? For example, what if one of your employees reads that liquid detergent is becoming a target of thieves and suggests you protect your detergents with Sensormatic tags, will you give it serious consideration? Ignoring the concern may cost you a lot of money before you find out they were right. Maybe a suggestion can save your company money in preventing an accident or it just eliminates a time waster. It can be related to how to better stop shoplifting or it may be operational in nature. For example recently at my retail job I was filling an empty pallet with cases of paper. I had to take the cartons from stockroom shelves, one carton at a time. I was annoyed at the safety issue of lifting these heavy boxes while on a ladder, having to haul them down then refilling a pallet that the cases were being sold from. The productivity issue was that the cartons had to be removed from a pallet they were received on, toted UP the ladder and stored in the stockroom shelves. The process of refilling the pallet took me at least half an hour. I have to assume it took someone that long to store those cases of paper on the shelves. I voiced my concern to the Manager on Duty about the safety concern and the waste of an hour of payroll. The Manager took a picture of the shelves that still had paper on them and sent the picture to the Store Manager and the rest of the management team. That demonstrated he took my concern seriously and my suggestion that paper simply be left on pallets in the stockroom.
You might be surprised by the knowledge some of your employees possess. Maybe you have someone working for you who had Loss Prevention experience and could share suggestion on how to improve efforts to stop shoplifting. As a Freight/Stockroom Manager my job dropped when I learned after almost a year that one of my stockroom employees had once been a stockroom manager in our company! There were many times I could have called upon his experience to get projects done much more quickly had I known of his background beforehand. When I asked him why he hadn’t told me he said he didn’t think it was important. I did walk away from that experience resolved in the future to know more about the people who work for me and use their knowledge to help in the future.
Not every suggestion is going to be a good one. If an employee suggests tagging checklane candy with Sensormatic tags I would be skeptical. If they provide a suggestion to tag all of the cosmetics, because they are seeing a lot of empty shelf spaces that may be something to look into. In the end what I am saying is don’t waste energy, time and resources on tasks that don’t make sense. I also urge you to be open to suggestions offered by employees that can prevent accidents, save money or save time. You might be surprised at what they can offer.
Need more information on Sensormatic tags? Give us a call at 1.770.426.0547 now.
Sensormatic labels – 3 WC Blog 816
Stop Shoplifting -3
Drug Addiction, Shoplifting And How Sensormatic Labels Can Make A Store Less Vulnerable
I just watched a recorded webinar about opioid use in libraries and as I often do I found it applicable to retail businesses and the use of Sensormatic labels. Having been a Retail Loss Prevention Manager I have dealt with shoplifters and criminals who have been high on drugs. Drug use and the impact it has on society is an unfortunate problem overall but it is a real concern for retailers. I have been able to stop shoplifting by those who were high on crack cocaine, marijuana and I have even caught suspected methamphetamine users. The webinar I watched on the topic referenced how the users of these drugs become addicted and need more of the substances to maintain the same level of high. The speaker referenced how many of these addicts will resort to theft to feed the addiction and that can include car break-ins, house break-ins, robbery and shoplifting. He also spoke about libraries being a place these addicts will go to in order to shoot up, using the restrooms as a secluded location for their activity.
Clearly retailers have to be aware that if libraries are chosen because addicts feel they can blend in with the public and be out of the view of police, then stores can be chosen for the same reason. One concern noted in the webinar is the dropped needles and paraphernalia from the drug user. Some of the ingredients are potentially dangerous if they just touch the skin, such as fentanyl. The problem is potentially worse for retailers due to the fact that the addict may try to steal while they are in the store. Now you have the dangers associated with the abuser’s needles and such plus the increased chance of shoplifting. The use of Sensormatic labels to protect merchandise becomes that much more important.
Aside from the problem of how to stop shoplifting and the drug use in your store you also have to be careful about what is happening outside your store. Is the exterior of your building inviting to the drug user? I have driven around the back of some stores and they are stacked with clutter, old fixtures, broken pallets and dumpsters. They are not well lit and they are inviting to people who don’t want to be seen. This can be the dealing of drugs, the use of drugs or even waiting for someone to pass by so they can rob them. Dark parking lots with lights that are burned out are also an invitation to criminals who are looking to break into vehicles. Add to all of this panhandlers who are not banned from store property because store owners feel badly for them. I’m not trying to be harsh, I feel sympathy for those who are struggling but as a Loss Prevention Manager I also saw the discomfort and concern when shoppers trying to come in or leave my store were approached by strangers. Often it was clear that a panhandler was an addict looking for some quick money.
Drug abusers may also pose a physical danger to your employees and customers. As the speaker on the webinar was talking about the problems of the drugs, he also pointed out how they affect the users. In some instances they are lethargic and when using opioids with fentanyl they can go into a fentanyl coma. He mentioned that it is when these abusers are shaken out of their comas, as is the case when Narcam is used, they can become violent and irrational. I can also say from first-hand experience that some drug abusers on crack or methamphetamine can be violent and will fight when confronted.
So where do Sensormatic labels and systems fit into all of this? The narcotics abuser and even an alcoholic who is financially strapped but has an addiction to feed will often turn to shoplifting. They certainly do not want to be caught because that is going to impede their ability to get the next fix. That results in one of two things they risk stealing from a store where electronic article surveillance is used to stop shoplifting, significantly increasing the chance of being caught. Two, they go to stores where electronic article surveillance is not used and they face minimal risk of being caught.
Don’t allow your store to be an inviting location for thieves and especially drug addicts. Make your products less appealing and harder to steal by setting up a Sensormatic security system and placing Sensormatic labels on all of your merchandise. You will make your building safer and reduce shortage at the same time.
Need information on how to stop shoplifting? Give us a call at 1.770.426.0547 now.
I just watched a recorded webinar about opioid use in libraries and as I often do I found it applicable to retail businesses and the use of Sensormatic labels. Having been a Retail Loss Prevention Manager I have dealt with shoplifters and criminals who have been high on drugs. Drug use and the impact it has on society is an unfortunate problem overall but it is a real concern for retailers. I have been able to stop shoplifting by those who were high on crack cocaine, marijuana and I have even caught suspected methamphetamine users. The webinar I watched on the topic referenced how the users of these drugs become addicted and need more of the substances to maintain the same level of high. The speaker referenced how many of these addicts will resort to theft to feed the addiction and that can include car break-ins, house break-ins, robbery and shoplifting. He also spoke about libraries being a place these addicts will go to in order to shoot up, using the restrooms as a secluded location for their activity.
Clearly retailers have to be aware that if libraries are chosen because addicts feel they can blend in with the public and be out of the view of police, then stores can be chosen for the same reason. One concern noted in the webinar is the dropped needles and paraphernalia from the drug user. Some of the ingredients are potentially dangerous if they just touch the skin, such as fentanyl. The problem is potentially worse for retailers due to the fact that the addict may try to steal while they are in the store. Now you have the dangers associated with the abuser’s needles and such plus the increased chance of shoplifting. The use of Sensormatic labels to protect merchandise becomes that much more important.
Aside from the problem of how to stop shoplifting and the drug use in your store you also have to be careful about what is happening outside your store. Is the exterior of your building inviting to the drug user? I have driven around the back of some stores and they are stacked with clutter, old fixtures, broken pallets and dumpsters. They are not well lit and they are inviting to people who don’t want to be seen. This can be the dealing of drugs, the use of drugs or even waiting for someone to pass by so they can rob them. Dark parking lots with lights that are burned out are also an invitation to criminals who are looking to break into vehicles. Add to all of this panhandlers who are not banned from store property because store owners feel badly for them. I’m not trying to be harsh, I feel sympathy for those who are struggling but as a Loss Prevention Manager I also saw the discomfort and concern when shoppers trying to come in or leave my store were approached by strangers. Often it was clear that a panhandler was an addict looking for some quick money.
Drug abusers may also pose a physical danger to your employees and customers. As the speaker on the webinar was talking about the problems of the drugs, he also pointed out how they affect the users. In some instances they are lethargic and when using opioids with fentanyl they can go into a fentanyl coma. He mentioned that it is when these abusers are shaken out of their comas, as is the case when Narcam is used, they can become violent and irrational. I can also say from first-hand experience that some drug abusers on crack or methamphetamine can be violent and will fight when confronted.
So where do Sensormatic labels and systems fit into all of this? The narcotics abuser and even an alcoholic who is financially strapped but has an addiction to feed will often turn to shoplifting. They certainly do not want to be caught because that is going to impede their ability to get the next fix. That results in one of two things they risk stealing from a store where electronic article surveillance is used to stop shoplifting, significantly increasing the chance of being caught. Two, they go to stores where electronic article surveillance is not used and they face minimal risk of being caught.
Don’t allow your store to be an inviting location for thieves and especially drug addicts. Make your products less appealing and harder to steal by setting up a Sensormatic security system and placing Sensormatic labels on all of your merchandise. You will make your building safer and reduce shortage at the same time.
Need information on how to stop shoplifting? Give us a call at 1.770.426.0547 now.
People Counting Systems – 3 WC Blog 811
Door Counting Sensor – 3
People Counting Systems Help You Hear What Your Sales Aren’t Telling You Part 2
People counting systems can be a new type of hearing aid for store owners. In Part 1 I began the discussion of how a system can interpret for you what some of your potential customers may be saying through their lack of purchases. That is right, without your knowledge more shoppers than you may realize could be leaving without ever making a purchase. Obviously sales data is not going to identify what is not taking place through the register. Determining why people are not making purchases is your task. The problem you face is how many people you are missing. Is it a mere two or three shoppers lost or are you losing tens or hundreds and you never see it. You can install a door counting sensor and learn how many people are walking in and out without buying by comparing the information with total sales transactions.
While people counting systems do identify the problem, in this case lost customers, I don’t believe in identifying a problem without offering solutions. Yes, each store is different some sell groceries, some electronics, others are combinations of various merchandise but ultimately the objective is to sell products and/or services. What is it that caused those shoppers who leave without a purchase to decide not to buy and what can you do about it?
• The first customer I want to mention is the browser. This person likes to come in and just look. They aren’t seeking anything in particular and just enjoy browsing. This may be the hardest customer to sell to. They are not coming in to make any purchase. My recommendation is to greet this customer, ask if there is anything in particular you can help them find and when they say no, let them know you are available if they need any assistance. Don’t pressure this customer but do be sure to check on them every so often. Also know the signs that allow you to be certain this person is not a shoplifter. If you would like manager training to stop shoplifting it is available from Loss Prevention Systems, Inc.
• A door counting sensor won’t tell you what the intentions of a customer are but as you engage them you can get a sense from how they act and talk. If the customer gives short, replies and says they know where they are going in the store. This person is single-purposed and knows what they want. You can make some efforts at suggestive selling but don’t appear pushy. You can turn this person off.
• Then there is the chatty customer. This person wants someone to spend time with them, show them merchandise, listen to them and they are open to suggestions. The potential for missing sales with this person is great when there are not enough employees available to assist this patron.
• Don’t overlook the unsure shopper. This person will be the one who has never shopped in your store before or they are unfamiliar with what you sell or where merchandise is located. Your employees need to know how to offer assistance and listen for what this shopper is trying to do. Are they shopping for a gift? Are they getting ready for a new job? Ask the wrong questions or don’t ask at all and you may lose that sale.
• Impatient customers. These are the ones who do not want to wait. They won’t wait for an associate to come to open a display case and they won’t wait in lines at the register that look too long.
A door counting sensor can show you how many people are entering your store and even the times of day so you can plan your staffing to have the people available to help each of these types of customers.
Register receipt tapes speak volumes to the amount of money your store is taking in. You can even get an average dollar per transaction from your registers. What you can’t get are the number of people who are walking out without a purchase. People counting systems give you the tools to capture the sales you have been missing. That means you can change the story your register tape has been telling you to a happier ending.
Need more information on a door counting sensor? Give us a call at 1.770.426.0547 now.
People counting systems can be a new type of hearing aid for store owners. In Part 1 I began the discussion of how a system can interpret for you what some of your potential customers may be saying through their lack of purchases. That is right, without your knowledge more shoppers than you may realize could be leaving without ever making a purchase. Obviously sales data is not going to identify what is not taking place through the register. Determining why people are not making purchases is your task. The problem you face is how many people you are missing. Is it a mere two or three shoppers lost or are you losing tens or hundreds and you never see it. You can install a door counting sensor and learn how many people are walking in and out without buying by comparing the information with total sales transactions.
While people counting systems do identify the problem, in this case lost customers, I don’t believe in identifying a problem without offering solutions. Yes, each store is different some sell groceries, some electronics, others are combinations of various merchandise but ultimately the objective is to sell products and/or services. What is it that caused those shoppers who leave without a purchase to decide not to buy and what can you do about it?
• The first customer I want to mention is the browser. This person likes to come in and just look. They aren’t seeking anything in particular and just enjoy browsing. This may be the hardest customer to sell to. They are not coming in to make any purchase. My recommendation is to greet this customer, ask if there is anything in particular you can help them find and when they say no, let them know you are available if they need any assistance. Don’t pressure this customer but do be sure to check on them every so often. Also know the signs that allow you to be certain this person is not a shoplifter. If you would like manager training to stop shoplifting it is available from Loss Prevention Systems, Inc.
• A door counting sensor won’t tell you what the intentions of a customer are but as you engage them you can get a sense from how they act and talk. If the customer gives short, replies and says they know where they are going in the store. This person is single-purposed and knows what they want. You can make some efforts at suggestive selling but don’t appear pushy. You can turn this person off.
• Then there is the chatty customer. This person wants someone to spend time with them, show them merchandise, listen to them and they are open to suggestions. The potential for missing sales with this person is great when there are not enough employees available to assist this patron.
• Don’t overlook the unsure shopper. This person will be the one who has never shopped in your store before or they are unfamiliar with what you sell or where merchandise is located. Your employees need to know how to offer assistance and listen for what this shopper is trying to do. Are they shopping for a gift? Are they getting ready for a new job? Ask the wrong questions or don’t ask at all and you may lose that sale.
• Impatient customers. These are the ones who do not want to wait. They won’t wait for an associate to come to open a display case and they won’t wait in lines at the register that look too long.
A door counting sensor can show you how many people are entering your store and even the times of day so you can plan your staffing to have the people available to help each of these types of customers.
Register receipt tapes speak volumes to the amount of money your store is taking in. You can even get an average dollar per transaction from your registers. What you can’t get are the number of people who are walking out without a purchase. People counting systems give you the tools to capture the sales you have been missing. That means you can change the story your register tape has been telling you to a happier ending.
Need more information on a door counting sensor? Give us a call at 1.770.426.0547 now.
Stop Shoplifting – 3 WC Blog 825
Sensormatic Security System – 3
My Favorite Cases When I Would Stop Shoplifting – Part 1
I focus a significant amount of my writing on my efforts to stop shoplifting. Having engaged in Retail Loss Prevention for about 17 years both as a Loss Prevention Officer and a Loss Prevention Manager you accumulate shoplifting stories. Some are funny, some are scary, some are bizarre and in some cases they are sad. When Loss Prevention professionals say there is no stereotypical shoplifter they are correct. In some cases shoplifters attempt to avoid merchandise that will set off a Sensormatic security system. Others don’t know enough to understand what they are attempting to steal will activate a system alarm. And well, sometimes the shoplifter is too drunk or drugged to know or care anyways. As I was thinking back on some of MY personal favorite shoplifting cases I had my own Top 10 list I thought I would share but not necessarily in any particular order.
1. My very first shoplifter! It was special for two reasons. This gentleman went into a high-end clothing department, selected a very expensive suede jacket and went around a pillar and stuffed it into a shopping bag. It was so quick I had to rewind the VCR and review the video…yes, VCR. Sure enough it went in the bag. Our office was on the second floor of the store so I had to rush down the stairs and catch up to him. As he was walking out our alarm tower, very similar to a Sensormatic security system, sounded. I identified myself and the suspect fled. I contacted our operator and she in turn called the police for me. I chased the suspect to an apartment building and the police arrived and got him out, it wasn’t even his apartment! The jacket was recovered and the suspect went to jail. Later I learned from my father that he was a co-worker of my dad and they were supposed to be on a lunchbreak during a mental health counseling services conference at a nearby hotel. My shoplifter never came back from lunch. My dad and the rest of the group did not know why he did not return, I was happy to fill in the pieces. Someone needed his OWN counseling service after that I am certain.
2. Near the top of my list of favorite shoplifting cases was a couple who were shoplifting clothing together. Not all of our merchandise was protected with clothing security devices to stop shoplifting. In this case the pair were stealing garments that were not protected. I followed them through the store on foot while my supervisor took over cameras. When it appeared the couple was ready to head for an exit I stopped them in the vestibule between the sets of exit doors. The guy ran out but the girl with him who had the merchandise ran back into the store. I locked the outer doors with my key and then walked back in the building. The girl still had the merchandise but did not see me and tried to exit the same doors again to meet with her partner. As she entered the vestibule the second time I locked the inside set of doors. She was trapped. The young man pounded on the outside doors demanding that I let her out. Chivalry died when he heard the sirens of approaching police cars and he fled. I can still picture the anger of this shoplifter as she paced inside the vestibule threatening me if I didn’t let her go.
3. You’ve heard of a fleeing felon? This favorite of mine, although not so much at the time involved a peeing felon. Our store had a big theft problem with Pokemon cards. The box sets were tagged so that a Sensormatic security system or other anti-theft system could detect if a shoplifter was trying to exit with stolen merchandise. Unfortunately individual packs were iffy since they had foil packaging. There was also the problem of thieves opening packages and just taking the cards they wanted. In this case a young boy perhaps 5 or 6 years old was in the process of opening a package near the back of the store. I walked up on him from behind, asked somewhat loudly what he was doing and startled him. He appeared frozen and then I heard the sound of liquid spilling on the floor. Yes, I scared him that much. I recovered the cards, took him to the front of the store and paged his mother. I think justice was served and released him to her custody.
In Part 2 we will continue this trip down memory lane as I relate some of my most beloved stories from when I worked to stop shoplifting and make our stores more profitable.
Get more information on a Sensormatic security system, contact us or call 1.770.426.0547 today.
I focus a significant amount of my writing on my efforts to stop shoplifting. Having engaged in Retail Loss Prevention for about 17 years both as a Loss Prevention Officer and a Loss Prevention Manager you accumulate shoplifting stories. Some are funny, some are scary, some are bizarre and in some cases they are sad. When Loss Prevention professionals say there is no stereotypical shoplifter they are correct. In some cases shoplifters attempt to avoid merchandise that will set off a Sensormatic security system. Others don’t know enough to understand what they are attempting to steal will activate a system alarm. And well, sometimes the shoplifter is too drunk or drugged to know or care anyways. As I was thinking back on some of MY personal favorite shoplifting cases I had my own Top 10 list I thought I would share but not necessarily in any particular order.
1. My very first shoplifter! It was special for two reasons. This gentleman went into a high-end clothing department, selected a very expensive suede jacket and went around a pillar and stuffed it into a shopping bag. It was so quick I had to rewind the VCR and review the video…yes, VCR. Sure enough it went in the bag. Our office was on the second floor of the store so I had to rush down the stairs and catch up to him. As he was walking out our alarm tower, very similar to a Sensormatic security system, sounded. I identified myself and the suspect fled. I contacted our operator and she in turn called the police for me. I chased the suspect to an apartment building and the police arrived and got him out, it wasn’t even his apartment! The jacket was recovered and the suspect went to jail. Later I learned from my father that he was a co-worker of my dad and they were supposed to be on a lunchbreak during a mental health counseling services conference at a nearby hotel. My shoplifter never came back from lunch. My dad and the rest of the group did not know why he did not return, I was happy to fill in the pieces. Someone needed his OWN counseling service after that I am certain.
2. Near the top of my list of favorite shoplifting cases was a couple who were shoplifting clothing together. Not all of our merchandise was protected with clothing security devices to stop shoplifting. In this case the pair were stealing garments that were not protected. I followed them through the store on foot while my supervisor took over cameras. When it appeared the couple was ready to head for an exit I stopped them in the vestibule between the sets of exit doors. The guy ran out but the girl with him who had the merchandise ran back into the store. I locked the outer doors with my key and then walked back in the building. The girl still had the merchandise but did not see me and tried to exit the same doors again to meet with her partner. As she entered the vestibule the second time I locked the inside set of doors. She was trapped. The young man pounded on the outside doors demanding that I let her out. Chivalry died when he heard the sirens of approaching police cars and he fled. I can still picture the anger of this shoplifter as she paced inside the vestibule threatening me if I didn’t let her go.
3. You’ve heard of a fleeing felon? This favorite of mine, although not so much at the time involved a peeing felon. Our store had a big theft problem with Pokemon cards. The box sets were tagged so that a Sensormatic security system or other anti-theft system could detect if a shoplifter was trying to exit with stolen merchandise. Unfortunately individual packs were iffy since they had foil packaging. There was also the problem of thieves opening packages and just taking the cards they wanted. In this case a young boy perhaps 5 or 6 years old was in the process of opening a package near the back of the store. I walked up on him from behind, asked somewhat loudly what he was doing and startled him. He appeared frozen and then I heard the sound of liquid spilling on the floor. Yes, I scared him that much. I recovered the cards, took him to the front of the store and paged his mother. I think justice was served and released him to her custody.
In Part 2 we will continue this trip down memory lane as I relate some of my most beloved stories from when I worked to stop shoplifting and make our stores more profitable.
Get more information on a Sensormatic security system, contact us or call 1.770.426.0547 today.
Stop Shoplifting – 5 WC Blog 795
Manager Training to Stop Shoplifting – 3
Not All Training To Stop Shoplifting Is Equal
Is your training for your managers on how to stop shoplifting adequate? How can you even know if it is working as you intended it to work? The thought came to me after an incident took place today at the library where I work. Our department goes through fire training at least once every two years with our campus Assistant Fire Marshall. We learn about the different types of fires we could encounter and when and how to use fire extinguishers on them. We learn how to look for the appropriate markings on the label of the fire extinguisher so we know if it can be used for a specific type of fire. But short of having an actual fire do you really know if you are prepared for it? There’s nothing like a real-life incident to give you an idea if your training was adequate. The same can be said for training to stop theft. No, I am not advocating that you send your managers out looking for a shoplifter to detain to see if they have absorbed whatever training they have been provided.
If the manager training to stop shoplifting is done well your management team will recall the information when they need to use it. Preferably, it will come as second nature and become an automatic reflex. Take for instance a scenario in which one of your managers sees someone filling a backpack with merchandise. What is the reaction going to be? Do they know how to approach the person filling the bag and what should and should not be said? Are your managers going to make an accusation that can get the store in trouble? Will your managers try to act like a Security Officer and follow the suspect though the store until they get to an exit door and then jump in front and try to detain them? All sorts of bad images come to my mind as I picture people with inadequate training trying to stop shoplifting and not having the skills they need.
You may laugh at the scenarios but I have seen managers attempt to play Loss Prevention and it was not pretty. They have almost gotten themselves hurt and in a couple of situations nearly contributed to me being injured. In these cases the managers had good intentions but instead of listening to my direction as Loss Prevention Manager they reacted out of emotion. One of the first things we teach new Loss Prevention Associates is NOT to take things personally and that if a situation gets out of hand to disengage. Do YOU teach this in your manager training to Stop Shoplifting?
People are going to react to high-intensity situations differently but one thing that has got to become second nature is not allowing emotion to dictate how a situation is handled. Panic, fear, anxiety, even excitement are all emotions that are experienced when we observe someone we believe is in the act of stealing. Proper training will teach managers how to control those emotions, approach the individual and address the situation without getting into an argument or making accusations. The feelings will still be there but they will be kept under control.
So what does all of this have to do with my fire training in a library? The other day a student employee reported to me that two patrons had reported that smoke was coming from a power outlet in a study room. A co-worker and I went to the room to investigate and there was smoke as was reported. I directed my co-worker to call our campus emergency number and I had the students leave the room. I located a fire extinguisher outside the room and checked to be sure it could be used on an electrical fire (as our training had taught us). I pulled the pin on the extinguisher and waited by the outlet since there was no fire and my co-worker waited for fire officials to arrive. There was no immediate threat of flames so I made the decision not to pull a fire alarm. The fire Marshall and an assistant arrived, took over and said we had done everything properly. No, I am not a fire official but I had good training and was able to put it to use.
Training from someone with experience in a particular field who knows how to address situations is always going to be rewarded with better results than training from a book or someone who has not worked in a job or task. Manager training to stop shoplifting is important and can keep your staff safe and greatly limit the potential of making bad stops or making false accusations. Do your managers a favor and get them the right training from the right people.
For more information about manager training to stop shoplifting contact us or call 1.770.426.0547
Is your training for your managers on how to stop shoplifting adequate? How can you even know if it is working as you intended it to work? The thought came to me after an incident took place today at the library where I work. Our department goes through fire training at least once every two years with our campus Assistant Fire Marshall. We learn about the different types of fires we could encounter and when and how to use fire extinguishers on them. We learn how to look for the appropriate markings on the label of the fire extinguisher so we know if it can be used for a specific type of fire. But short of having an actual fire do you really know if you are prepared for it? There’s nothing like a real-life incident to give you an idea if your training was adequate. The same can be said for training to stop theft. No, I am not advocating that you send your managers out looking for a shoplifter to detain to see if they have absorbed whatever training they have been provided.
If the manager training to stop shoplifting is done well your management team will recall the information when they need to use it. Preferably, it will come as second nature and become an automatic reflex. Take for instance a scenario in which one of your managers sees someone filling a backpack with merchandise. What is the reaction going to be? Do they know how to approach the person filling the bag and what should and should not be said? Are your managers going to make an accusation that can get the store in trouble? Will your managers try to act like a Security Officer and follow the suspect though the store until they get to an exit door and then jump in front and try to detain them? All sorts of bad images come to my mind as I picture people with inadequate training trying to stop shoplifting and not having the skills they need.
You may laugh at the scenarios but I have seen managers attempt to play Loss Prevention and it was not pretty. They have almost gotten themselves hurt and in a couple of situations nearly contributed to me being injured. In these cases the managers had good intentions but instead of listening to my direction as Loss Prevention Manager they reacted out of emotion. One of the first things we teach new Loss Prevention Associates is NOT to take things personally and that if a situation gets out of hand to disengage. Do YOU teach this in your manager training to Stop Shoplifting?
People are going to react to high-intensity situations differently but one thing that has got to become second nature is not allowing emotion to dictate how a situation is handled. Panic, fear, anxiety, even excitement are all emotions that are experienced when we observe someone we believe is in the act of stealing. Proper training will teach managers how to control those emotions, approach the individual and address the situation without getting into an argument or making accusations. The feelings will still be there but they will be kept under control.
So what does all of this have to do with my fire training in a library? The other day a student employee reported to me that two patrons had reported that smoke was coming from a power outlet in a study room. A co-worker and I went to the room to investigate and there was smoke as was reported. I directed my co-worker to call our campus emergency number and I had the students leave the room. I located a fire extinguisher outside the room and checked to be sure it could be used on an electrical fire (as our training had taught us). I pulled the pin on the extinguisher and waited by the outlet since there was no fire and my co-worker waited for fire officials to arrive. There was no immediate threat of flames so I made the decision not to pull a fire alarm. The fire Marshall and an assistant arrived, took over and said we had done everything properly. No, I am not a fire official but I had good training and was able to put it to use.
Training from someone with experience in a particular field who knows how to address situations is always going to be rewarded with better results than training from a book or someone who has not worked in a job or task. Manager training to stop shoplifting is important and can keep your staff safe and greatly limit the potential of making bad stops or making false accusations. Do your managers a favor and get them the right training from the right people.
For more information about manager training to stop shoplifting contact us or call 1.770.426.0547
