Upload
others
View
3
Download
0
Embed Size (px)
Citation preview
Remember ... SALES + LOSS PREVENTION = GOOD BUSINESS
‘TIS THE SEASON - ALMOSTPREPARE FOR INCREASED SHOPLIFTING
A r t i c l e c o n t r i b u t e d b y B i l l C a f f e r t y ,R e t a i l L o s s P r e v e n t i o n C o n s u l t a n t
November 2010LP CornerA monthly publication brought to you by the Retail Loss Prevention department. Providing
Ace Hardware retailers with professional, cost-effective loss prevention services since 1994.
31_113141_1010
1
While the “official” holiday season doesn’t begin for another three weeks or so, you’re already
displaying everything from indoor and outdoor Christmas lights and decorations to a variety of other
items that target the holidays. These displays seem to go up earlier and earlier each year; but then
comes BLACK FRIDAY and the real race to meet your financial goal begins in earnest.
As we all know, sales between Thanksgiving and Christmas typically exceed those of any other 30-
day period in the year. Unfortunately, losses to shoplifting will keep pace with, or even exceed, this
increase unless you plan for and consistently take the actions necessary to prevent increased losses.
Considering that the economy is at its worst point in years, with millions of people out of work with
little or no money to spend on Christmas, along with businesses reducing their workforce in order
to stay profitable, this year’s holiday season shoplifting problem is predicted to be the worst ever.
What to do - what to do? It really boils down to three key elements.
POLICY
• You must have a clearly stated policy (ideally in writing, provided to all associates and
discussed in a store meeting as soon as possible) that addresses the responsibility and
authority of store associates and managers during shoplifting incidents.
• You must have a PLAN - and it must be known by all associates. Following are just a few of the many concerns that must
be addressed in your shoplifting prevention plan.
Q: What does an associate do when he/she suspects that a customer is about to shoplift - or has shoplifted? Is the customer allowed to
(a) continue to shop and eventually walk out of the store and then be detained - or (b) should a pre-emptive action be taken, such as
approaching the customer and stating, “I see that you’re interested in (the item you saw them pocket) - is there anything I can do to
assist you in making your decision?”
A: (a) If the decision is to follow the customer outside and detain him/her, a manager/supervisor should the primary person involved
and should always be accompanied by an associate. If the customer is female, either the manager or accompanying associate should be
female. (b) If the customer is approached inside the store, be alert for that person's actions following the question about providing
assistance; look for him/her to dispose of the item(s); do not be flustered if the customer makes a comment like “What—do you think
I've shoplifted something?” Simply state you noticed that they were interested in the item and that you simply want to assist in any
way possible.
Q: What is the code word or code phrase that all associates know to use when a suspicious situation is observed?
A: “Mr. Black to the office” or any other common (bogus) announcement which alerts management to contact the associate who made
the announcement; or “Mr. Black, you have a call on line 11” - which would mean that something has or is about to happen in aisle 11
and any associate who is not busy with a customer should head that way.
Announcements &Upcoming Events
Retailer Team Meetings:
• Please contact us to be aguest presenter at your nextretailer team meeting!
Announcements:
• RLP has partnered with RiskManagement Services, Inc.to provide excellence in in-store services. Call us for more information or visit them on the web atwww.RMSLP.com
CONTACT US:Phone:(630) 972-2670www.acelossprevention.com
113141_NOV_LPCrnr 10/28/10 9:28 AM Page 1
‘TIS THE SEASON - ALMOSTPREPARE FOR INCREASED SHOPLIFTING
Remember ... SALES + LOSS PREVENTION = GOOD BUSINESS
Q: What does the cashier do when he/she sees two or three
teenagers walk into the store and split up, each going to a
different part of the store?
A: Sound the alert (e.g., “Mr. Black to the office.”)
Q: What do you do when you see a customer enter a
restroom with product and that product is not visible when
the customer exits the restroom?
A: If you have reason to believe that your restrooms are
frequently used by shoplifters, consider keeping the
restroom doors locked (with signage on the door to contact
an associate to unlock the door, and stating that merchandise
is not allowed in the restroom). Provide a key to all associates
with instructions to not allow customers to enter the
restroom with product. If, however, the restroom door is not
locked, immediately check the restroom, looking inside
every commode tank, as well as any cabinet or other
furniture with a door and, if appropriate, above the drop
ceiling, for packaging or other evidence. If the observed
product packaging is found, or if the product is small and
could have been secreted on the person’s clothing without
removal from the packaging, probable cause exists to
presume that the product is still in the customer’s
possession. It is important that surveillance of the customer
continue by another associate while the restroom is being
checked.
Q: What action should the cashier take when a manager
gives him/her the “high sign” that the customer who just left
the store is about to be detained for shoplifting?
A: Call 911, report the incident and request that a police
officer be dispatched to the store.
Q: What specific action/dialogue should take place between
the supervisor/associate and the shoplifter when approached
outside the store?
A: No touching; no use of the words “thief” or “steal” -
simply say “Excuse me,” identify yourselves and ask
him/her to please return with you into the store to “resolve
a discrepancy.” The customer will know what you really
mean. If they ask why, state that it is a matter that is better
discussed inside the store, rather than in public.
Q: What happens when the shoplifter refuses to accompany
you back into the store?
A: Advise the customer that if he/she does not accompany
you back into the store, that you will be forced to notify the
police (do not say that you have already notified them).
Q: What is the best way to accompany the shoplifter back
into the store; what room within the store do you take
him/her; and where do you seat the shoplifter?
A: One associate walks beside the shoplifter and the other
walks behind so that you will know if the shoplifter attempts
to dispose of the shoplifted item(s); designate a room for all
shoplifters to be taken; sit the shoplifter so that you can
constantly see his/her entire body, including their hands.
A: What do you do/say after seating the shoplifter?
Q: Advise the shoplifter of what they were seen doing and
ask for an explanation. Ask him/her to place the item on the
desk. Ask for identification. Record ID data and other
appropriate information on the Ace Incident Report form
(http://www.acelossprevention.com/upload/IncidentReport.pdf).
If the customer asks if the police will be called, advise
him/her that it is store policy to notify the police in all cases.
There is no need to volunteer that the police have already
been notified, but if asked, it’s OK to confirm.
Q: What do you do when the shoplifter, after being escorted
to the office, states he/she has to use the restroom?
A: Allow him/her to use the restroom, but with an associate
(same sex) in attendance. DO NOT allow the shoplifter to
close a stall door.
2
113141_NOV_LPCrnr 10/28/10 9:28 AM Page 2
Remember ... SALES + LOSS PREVENTION = GOOD BUSINESS
‘TIS THE SEASON - ALMOSTPREPARE FOR INCREASED SHOPLIFTING
Q: What do you do after 30 minutes and the police have not
shown up?
A: One associate leaves the room, calls the police (911) and
advises the 911 operator that a police officer has not arrived
and ask to speak to the shift sergeant so that you can be
advised as to how to proceed (e.g, continue to detain the
shoplifter, release him/her if you have their ID, etc.).
NOTE: If the shoplifter refuses to provide ID, this should be
made known to the 911 operator and shift sergeant, as it can
mean that you’ve detained a professional shoplifter.
• You must take necessary actions to deal with atypical
situations. Your shoplifting prevention measures
cannot be “business as usual” when the season or the
event is not business as usual.
For example, what additional or unique protective measures
are you planning to take to reduce the opportunity for
shoplifting the AFTER THANKSGIVING SALE items
that are, by their nature, more prone to being shoplifted?
Should you put one on display and keep the others secured;
should you display them all, but inside a locked display; or
should you just display them near a manned POS terminal?
Items in this category this year include (but are not limited
to) the “VENGEANCE” RADIO CONTROLLED CAR,
the CAMERA BINOCULARS and the CUP INVERTER.
These, plus others that are going to be unique Black Friday
items, must be recognized as having an increased risk of
theft and provided enhanced protective measures, both
physical and human.
HARDWARE
CCTV SYSTEMS: Do you have a CCTV system? Is the
DVR operating properly? Are all cameras operating and
properly aimed and focused? Have high-risk product
displays been moved, but the cameras covering them have
not? If you answered NO to any of these questions,
NOW IS THE TIME TO DEAL WITH IT!
NOTE: Obtain more information about recommended
CCTV systems at
http://www.acelossprevention.com/upload/CCTV
Surveillance in Ace Hardware Stores1.pdf and
http://www.acelossprevention.com/default.aspx?Id=CCTV
ELECTRONIC ARTICLE SURVEILLANCE SYSTEM:
If you have an EAS system installed, is it functioning
properly? When is the last time it was tested (walk slowly
through the pedestals with a tagged product in your hand)?
Are all cashiers trained on how to respond to EAS alarms?
NOTE: Obtain more information regarding EAS systems,
their use and policies at
http://www.acelossprevention.com/default.aspx?Id=EAS
PRODUCT ALARM SYSTEMS: If power tools are
displayed out of their boxes, do you have a power tool alarm
system that allows customers to handle them, while
protecting them from theft?
NOTE: Obtain more information about power tool and
other display alarm systems at
http://www.acelossprevention.com/default.aspx?Id=Product
Security
LOCKABLE DISPLAYS: Are the locks on all lockable
displays functioning properly? Do you have a “lock it up -
walk it up policy” (if the product is displayed in a locked
display, it must be carried to the POS by an associate)?
Remember, any item that is theft prone to the extent that it
must be displayed in a locked display should receive that
same degree of protection all the way to the point of sale.
MISCELLANEOUS SHOPLIFTING PREVENTIONTOOLS: Do you have “annunciators” mounted in aisles
that are out-of-the-way and where you either find evidence
of shoplifting or items displayed in those aisles are among
those most shoplifted? Annunciators and other shoplifting
prevention devices can be obtained from Se-Kure Controls,
our preferred vendor-partner for this type of equipment. Go to
http://www.acelossprevention.com/default.aspx?Id=Product
Security for more information on these useful and
cost-effective devices.
HUMAN
While the policies, procedures and hardware are important,
the absolute most important element of your shoplifting
prevention program is your workforce. It is vitally important
that every manager and associate is on-board with your
commitment to reduce losses to shoplifting. And what is the
3
113141_NOV_LPCrnr 10/28/10 9:28 AM Page 3
Want to receive a copy of LP Corner every month direct to your email address? Send us a request at [email protected] with your email address, store number, and any specific topic
requests for future publications.
Remember ... SALES + LOSS PREVENTION = GOOD BUSINESS
‘TIS THE SEASON - ALMOSTPREPARE FOR INCREASED SHOPLIFTING
single most important thing your team can do in addition
to following your basic plan?
PROVIDE GREAT CUSTOMER SERVICE!
• Shoplifters like privacy and do not like attention. Ace
Hardware is known for its outstanding customer
service, and it is customer service that not only
promotes sales and retains customers, but also reduces
losses to shoplifting. From the friendly greeting that
cashiers give each customer as they enter the store, to
the attention that floor associates pay to them, to the
“did you find everything you were looking for?”
question asked by the cashier when checking them
out, it is the combination of these actions that do
more to reduce shoplifting than any camera system or
shoplifting prevention device.
• When approaching a customer, take the magic
question “What can I help you find today?” one step
further. If you see a customer looking at circuit
breakers, for example, ask “Which circuit blew in
your house?” If you ask a question that is specific to
the product and get a quick answer, chances are the
customer is legitimate; however, if the customer does
not answer immediately or stammers or hems and
haws, you may have just interrupted the thought
process of a shoplifter, and thus it is appropriate that
you pay extra attention to that person.
• A store - or an associate - cannot be criticized for
providing too much customer service. Do not be
deterred by “I'm just looking” or “I don't need any
help.” Be persistent in your dedication to provide
world class customer service.
The above recommendations are not all-inclusive, but
rather are intended to speak to the primary elements of a
shoplifting prevention program. If there is a unique situation
at your store that is not adequately addressed here, please
contact Retail Loss Prevention and discuss your concerns
with one of our loss prevention professionals.
4
SALES + LOSS PREVENTION = GOOD BUSINESS
113141_NOV_LPCrnr 10/28/10 9:28 AM Page 4