Let’s Make 2016 a More Profitable Year

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Let’s make 2016 a more profitable year by stopping losses before they occur. Think of it, as a retailer you run your operation, purchase and then sell the products you offer and try to hold your expenses down. But when you have employees that cause inventory theft, cash theft or any other loss it comes right off your bottom line and out of your pocket. The key is to keep theft from occurring before it happens!

Do you really know who is working for you? It is inexpensive and easy to find out. You should screen EVERY person you hire. Even after 20 years of running pre-employment background checks on people for our clients we are still amazed and what we see. It is not unusual to see drunk driving, theft, assault, shoplifting and even some very violent criminal records. Do you really want people like that working for you? That is like pointing a gun at yourself and hoping it is not loaded. People who are not responsible in life are not going to become magically better because they work for you.

Most states allow a statewide criminal records check. If not then we look in the counties they have lived in.

Another check that should be run is a credit history. This can be done on people that will be handling your cash and other assets. My wife was once the Branch Manager for a large chain of banks. The banks policy was to look at the credit history of the people that they were considering for employment. Their thought process was “If you cannot handle your own money why would we want you to handle the banks or the customers?”

Another check should be to verify that they are not on a sex offender list. Imagine this. You hire someone. They sexually assault a customer or another employee. Even if it is simply alleged and then investigation shows they are on a list. Your liability just skyrocketed.

In the past we could simply say we did not know that they were a sexual predator, criminal, thief…. But that is not the case anymore. The courts have leaned towards the position that it is easy and inexpensive to screen someone so if you do not you may be left in a terrible position both criminally and civilly.

So attack loss in 2016 up front. Get your employees background checked, screen any new employees and then follow up with an annual check. It may just make your year more profitable and one with less headaches.


CHRISTMAS EVE CHALLENGE

shoplifting6I thought I’d take a lighter note and share some post-holiday humor. It was quite an eventful end of December for me and my team. We definitely had our share of idiot shoplifters. A few stood out that really deserved to be on the highlight reel. I hope you enjoy these as much as I did!

Every year, I make it a point to work extra hard to catch a thief on Christmas Eve. Some people call me cold, but why should I pay for gifts for someone that doesn’t want to work? They are, in fact, robbing me of my bonus! So I found myself working Christmas Eve with my top agent, at our highest shrink store. I was, in fact, stacking the deck. About noon-ish, I notice a guy practically running through the store with a shopping cart. Not too odd, given that most people are picking up last minute gifts. I watched as he loaded three motorized scooters into his cart and dashed over to the shoes. There, he asked an employee where this year’s hottest shoes were. Once shown, he threw 4 pairs in the buggy and headed to the apparel section. I stopped watching at this point and made my way around the store. As luck would have it, we intersected paths and my suspect raced down a secluded aisle. He emerged from the next aisle, as I was standing there. He rushed passed me and I noticed that his shoes were now concealed in shopping bags and he was headed to the doors. I called my agent and by the time he answered, my guy was out the door! I love a good push out.

We catch up to him under the patio and he ditches the basket and breaks out running through the parking lot. We break off and relay his direction of flight to local law enforcement. To my amazement he stops running and ducks into retailer next door. Police arrive and we both enter the store to identify him. It didn’t take long for us to find the guy, standing in the magazine section, pretending to read an upside down edition of the Times, sweating profusely, and practically wheezing.  He then tried to run from the police. Seriously, I have no idea where he got the energy… On his second run, he was (un) lucky enough to knock an officer to the ground. That officer was in no mood to run; Hunter was, though. That Belgian Malinois broke out of the patrol car faster than American Pharoah at Belmont Stakes. It was awesome. I’m also 10/10 on throwing a thief in jail on Christmas Eve. In case you were keeping score.

COMBATTING RETURN FRAUD WITH CUSTOMER SERVICE

theft (13)I’m seeing a huge spike in return fraud, so I’m betting you are too. For my particular stores, it is a huge problem. I will venture to say that it is the biggest and most financially impactful fraud scheme that is affecting my stores; and it’s only getting bigger. I’m fortunate enough to have a small team within our LP department that do nothing but review returns data. When they see something that is indicative of fraud, we actually cancel the store credits unless proof of purchase can be verified. We are poised to break 5 million dollars in suspended store credits this year. Insane.

My company only operates a little over two hundred stores, so that number is quite high. That is 5 million dollars in external theft that we recovered. I have my own theories on why this is a growing problem and a few solutions that any retailer can adopt to help limit your exposure to this madness. Would you believe me if I told you that most return fraud can be prevented with a simple “hello”?

Customer service is the most proven and effective way at deterring criminal activity in your store. A simple greeting, acknowledgment and/or engaged employees can, and will stop most would-be thieves. If your employees are engaging with all of your customers, this will prevent the theft from ever happening. If there is no theft of product, then there can be no refund of stolen goods. See where I’m going with this?

Every store that I visit and audit that I conduct, it seems as if I’m noting some challenges in the customer service department. Do you really think that your product is that great and your prices that low, that the customer absolutely must purchase their item at your store? If you think this, then I hate to be the one to tell you this, but you’re wrong. Customer’s come to your stores for more than just an item; they want to feel as if they are appreciated. It’s your job to make that happen. Likewise, by providing exceptional service, you are not only increasing your sales, you are reducing shrink.

Here’s a case study to help drive home my point:

Susie G is a thief. She’s only hooked on heroin and needs a daily fix. She’s unemployed so she resorts to stealing to fuel her drug addiction. She’s learned from some of her buddies that “Store X” doesn’t have strong controls and it’s super easy to steal from them. Even better, you can come back later and return the stolen merchandise and they’ll give you a gift card. (How nice!) She learns that she can easily sell that gift card for quick cash in the parking lot, or at a local pawn shop. Thus, a small criminal enterprise is born. Susie then tells all of her heroin addicted brethren and before long, groups of 5 and 6 are targeting your store and committing return fraud on a daily basis.

Why did Susie and her friends find it so easy to steal from you and not the store down the road?

I’m not going to put an answer here. I want you, managers and owners to stop for 10 minutes and really think about this question. What can you do to prevent this in your store? Can you up your customer service game? The answers may surprise you.


Retail Burnout Matters

meetingpic.The holidays are over and all over the country retail personnel are saying, “I can’t do that again.  I’ve got to get out of retail.”  Some of them are, understandably, experiencing a momentary stress or anxiety reaction.  After they’ve had some time to de-stress they’ll bounce back and want to stay in the field.

Others, however, may be experiencing burnout, which is a more serious condition.  Instead of being a temporary reaction to a specific situation (the demands the holidays make on retail staffs) burnout is a state of chronic stress.  People won’t “just get over it” now that the holiday have passed, because it’s more than “having a couple of bad months”. 

Over time constant stress can alter a person’s mental, emotional and physical well being.  Some of the symptoms include: a lack of or loss of enthusiasm for the job and personal interests, physical and emotional exhaustion, depersonalization of others, cynicism, detachment from surroundings and people, feelings of ineffectiveness and a low sense of personal accomplishment.

On a professional level this affects their day to day work performance, as well as their relationships with co-workers and customers.  By the time people become burnt-out they usually have developed new – and escalated already existing – undesirable attitudes and behaviors. 

In many cases their work ethic and moral compass slips.  This directly affects the store’s bottom line, as they no longer function effectively.  This results in: theft of time, money, product and supplies, sloppy paperwork, inattention to security issues and procedures, indifferent or rude customer service, poor inventory control and no vendor oversight. 

In addition to the financial consequences, they often create a problematic work atmosphere.  Burned out people are dissatisfied people, and those with limited awareness of their condition will blame other people, places and circumstances for their difficulties.  They become the complainers, pot stirrers and nay-sayers.

Their changes in behavior and attitude can be difficult to see at first because burnout “sneaks up”.  People don’t all of a sudden wake up one morning and have burnout, nor does it abruptly go away.  It’s developed over time and will only get better if it’s acknowledged and dealt with.  The sooner co-workers and supervisors confront their actions the better for all concerned.


Nicole Abbott is a professional writer who’s had over 100 articles published.  She’s a business consultant and former psycho-therapist with over 20 years of experience in mental health, business and addiction.  She’s a coach, lecturer, trainer and facilitator.  She has conducted over 200 workshops, trainings, presentations, seminars and college classes. 

Shoplifting Prevention

 

shoplifting4The holidays are over and looking at your sales, revenue, expenses, profits and inventory, you are probably realizing you had a good year, or a year where inventory has disappeared and don’t know where it went.  If the strategy to prevent shrinkage in your store hasn’t workout, have you looked into the reason why? Is employee theft a problem you have overlooked? Looking at your data carefully, you can analyze and probably pin point a few problem areas that are not being addressed, and then you can probably find a solution to the problem or at the least address the problem before it gets out of hand.

For more about this topic follow these links below.


Are Retailers Selling Shoplifting Tools?

Boosters are savvy in their methodology of offending. They often find creative ways in which to conceal property when shoplifting—in their clothing, via a special “booster bag,” etc. However, occasionally they capitalize on resources provided by the very location they intend to victimize.

While shopping in a nationally known chain drug store, I found an inexpensive, insulated six-can cooler bag, which appeared to have an aluminum lining, sitting on an aisle shelf out of view of the customer service area. When I saw this, I found it to be an aluminum-lined potential booster bag, the use of which is a felony in many states. This sparked my interest; is it possible that retail locations unknowingly stock booster supplies?

I purchased the cooler bag and went to one of my corporate retail colleagues to test the bag with two different types of electronic article surveillance (EAS) tags; the classic hard tags and UPC-style sticker tags. After a series of tests, I noted the following results:

• Effective in disrupting the UPC-style EAS stickers. I would have to hold the bag flush against the tower for the alarm system to activate.


Police holiday operations see some success

INCREASED PATROLS, SPECIAL DETAILS CURB CRIME

Local police efforts to deter holiday crime saw some positive results.

The Lemoore Police Department conducted a number of special details to prevent holiday crimes and educate citizens to defend themselves.

Cmdr. Maggie Ochoa said police set up informational booths where officers and civilian staff answered questions from citizens and distributed educational handouts about drugs and gangs.

Officers also conducted 39 random checks on registered sex offenders in the Lemoore city limits.

Eight of those offenders were found to be out of compliance or in violation of their registration requirements.

Ochoa said plain-clothed police officers also patrolled areas where there had been reports of thefts, suspected drug use and gang activity.


Common shoplifting techniques

Hiding the Merchandise

Favorite Shoplifter DevicesAnchor

A large open bag is a common shoplifter tool. It is placed at the thief’s feet, and objects are casually dropped into it. Be on the lookout for the “bad bag” — a paper bag that is dirty and wrinkled. Also keep an eye out for shopping bags that are not from local stores. Preventing this is why many stores staple bags shut. Other stores require customers to leave their bags by the front door when they come in.Anchor
Women sometimes use purses to hide stolen items. There is little you can do to stop women from carrying purses and handbags. The best prevention in these cases is to watch the customers very carefully.Anchor
The baby carriage or stroller is a great tool for shoplifters. There are always blankets, toys, and other things in strollers (including the baby) that merchandise can be hidden under. Some thieves have even built false bottoms in baby carriages.

Employee Theft

theft (2)Shoplifting costs the retail industry million of dollars daily.   The harm done to the businesses and the economy in general is socially and economically harmful, but employee theft hurts the company’s culture, damages trust between owners and employees, and financially are responsible for billions of dollars that companies lose due to this horrible crime.  For more about this topic follow the links below.


A New Employee Theft Study

An Analysis of Employee Theft at a Specialty Retailer.

When I was a doctoral graduate student at the University of Minnesota during the late 1970s, I began conducting research on employee theft. At the time this was an area of criminology that was virtually unexplored. I found that it was very hard to study this subject then, since few retailers were willing to let a social scientist have full access to the records on this subject. Over forty years later, the scholarly literature on dishonesty in the workplace is still understudied and poorly understood despite the best efforts of a handful of researchers.

As such, I am always on the lookout for new and cutting-edge research on this topic. This month I wish to share the results of a quality employee theft study that was recently published as a doctoral dissertation. The author is Dana N. Baxter. She completed her research while studying under Dr. Dennis Giever at Indiana University of Pennsylvania. She finished her dissertation this past spring and graduated in May. She is presently an assistant professor at Davis and Elkins College in West Virginia.


A Snapshot of Employee Theft in the US

The majority of employee thefts are occurring in organizations with 500 employees or less. The sizes and types of thefts vary by industry, but smaller organizations across the spectrum exhibited high incidences of embezzlement overall.

The unfortunate reality of employee theft is every organization is at risk.

When we looked at the totality of federal actions involving employee theft over the calendar year, nearly 72% involved organizations with fewer than 500 employees. Within that data set, we found that four of every five victim organizations had fewer than 100 employees; more than half had fewer than 25 employees. Is there a connection between the size of an organization and the size of the loss? Our research suggests that there may be. While some of the largest losses occurred in organizations with fewer than 50 employees, in the aggregate, we note the following:


U.S. retail workers are No. 1…in employee theft

Light-fingered employees cost American stores (and consumers) more than shoplifters do.

It’s almost Groundhog Day, but for retailers, the holiday season is finally winding down.

“The four months from October through January are when stores see not just their biggest sales volume of the year, but also the most returns and exchanges,” says Ernie Deyle, a 30-year veteran of the retail loss-prevention wars who leads the business consulting practice at London-based data analytics firm Sysrepublic. “Unfortunately, the same four months account for about half of all annual shrinkage.”

That shrinkage, made up of missing goods from shoplifting and other causes, costs U.S. retailers about $42 billion a year, according to the latest Global Retail Theft Barometer, an annual industry study led by Deyle and inventory management firm Checkpoint Systems.

 Shoppers pay the price for such theft. The cost of mysteriously vanishing merchandise comes to $403 annually per U.S. household.

Of course, retailers everywhere deal with shrinkage, but there is one big difference between the U.S. and the rest of the world: Globally, dishonest employees are behind about 28% of inventory losses, while shoplifters account for a markedly higher 39%. Not so stateside, the study says, where employee theft accounts for 43% of lost revenue. That’s about $18 billion, or $2.3 billion more than the cost of five-finger discounts taken by customers.


Preventing Shoplifting This Holiday Season

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By now the holiday season has been in full force for a few weeks, and the stress your management team, employees and security personnel are feeling is a bit overwhelming.  Shoplifters during the holiday season are abundant, and police and retailers try to be more vigilant and proactive by implementing security measures during this time than at any other time of the year.  Follow the links below for more information about this and other topics.


Police step up efforts for holiday crime

As the holiday season gets under way, local police are gearing up for the all-too-predictable spike in property crime.

Hanford police Capt. Pat Crowe said officers will be stepping up their game over the next few weeks to deter vehicle burglaries, robberies and other crimes typical of this time of year.

“Every [patrol] shift was tasked with coming up with their own holiday project,” Crowe said.

Crowe said those projects include probation and parole sweeps focusing on individuals with known histories of gang activity, drug-related offenses and property crimes. Foot patrols and motorcycle units will also increase their presence at the Hanford Mall and other major shopping centers.

“Our main focus is to be visible and hopefully deter criminals from doing what they’re going to do,” Crowe said.

Lemoore Police Chief Darrell Smith said each of his department’s patrol shifts also devised a plan to tackle holiday crime. The result was a number of special operations that will unfold through New Year’s Eve.


Police offer tips to stay safe during holidays

If you’re tempted to share your holiday plans or photographs of Christmas loot on social media, local law enforcement officials want you to think twice.

“We live in an age where people put so much information out there about themselves,” said Cindy Kozerow, crime prevention specialist with the Lynchburg Police Department.

“Do not announce on Facebook, ‘Hey, we’re going to grandma’s for the holidays,’ because what that says is ‘Hey, my house is empty, so come and steal my stuff.’”

She explained how the holidays present a unique opportunity for thieves looking to capitalize on people’s good will and sense of safety in their own homes.

Checking in at stores on social media pages or opening window curtains at night to show off decorations lets potential thieves know when your home is empty, and gives them a glimpse of goods stashed under your Christmas tree.


‘Shoplifting Season’ for local businesses

Rogue River, Ore — The holiday shopping season can mean trouble for local businesses as big crowds come in but some say they’re sick and tired of getting ripped off. Sometimes it’s as simple as a Facebook post.

In Rogue River the police are working with one local business to make sure their products stay on the shelves and don’t fall into the hands of thieves.

“We’re a small store, and it really hurts us,” said Justin Norris.

At Rogue River Pharmacy and variety store shoplifting is something assistant manager Justin Norris has to deal with far too often.

“Lately we’ve had a problem with people from out of town coming in and shoplifting,” said Norris.

Rogue River police are looking to put an end to it by posting pictures online of suspected shoplifters and suspicious persons, one of whom confronted a uniformed police officer before leaving empty handed Tuesday.


Shoplifter Quick Tips

Sshoplifting1ince you are in the middle of your Christmas selling season and do not have much spare time I wanted to give you a very brief list of important shoplifting prevention tips:

  • Impulse, amateur and professional shoplifters are all deterred by customer service. If you suspect shoplifting, pour on the customer service. They will get the message.
  • Shoplifters tend to hit when you are busy and not paying attention. Do not give them the opportunity, they will exploit it.
  • Some shoplifters work in teams. One person will distract as many of your staff as they can allowing their partners time to steal.
  • Greet EVERYONE who enters your store! Well, established studies have shown that a solid verbal greeting such as “Welcome to XXXX” WITH brief eye contact will deter most impulse shoplifters.
  • If you see or suspect a person has concealed your merchandise, customer service them “to death”. Try one of these:
    • “May I help you?”
    • “Can I show you a _____________ to go with (concealed item)”?
    • “Can I hold (concealed item) for you at the register?”
    • “Will this be a charge or cash sale?” 
    • “May I ring this purchase for you?”   
  • At checkout EVERY CUSTOMER should be asked, “Is there anything else”. There are 2 very good reasons for this question:
    • Legitimate customers may remember an item they forgot. Can you say “add on” sale!?!
    • Impulse and amateur shoplifters may feel anxious or guilty about what they have done. Or they may fear that you know or saw them and produce a concealed item.

I hope this helps you this season. Please let us know, if we can assist you. FYI Checkpoint Systems has just released the new N10 EAS system that fits on your door frame. We have it! It is an awesome system at an awesome price.

Happy Holidays!


HOW SECURE IS YOUR BACKDOOR

LPSI EVOLVE-Store Mobile AppWhere are you losing the most to employee theft? Is it cash through the point of sale, bogus invoices, or fraudulent discounts? If you’re like most retailer stores, it’s more than likely a little bit of each. One area that is so often overlooked is our back doors. If not properly controlled, you can lose tens of thousands of dollars’ worth of merchandise before it even hits your sales floor.

Just this past year, I worked a case in one of my high shrink stores. The managers were reported huge losses in electronics items and hunting accessories. After an investigation was conducted, we were able to determine that the product had never made it to the shelves. After a few days of surveillance, it was clear that a handful of receiving associates were operating their own small business. Product was simply taken off the truck and taken right out the back doors.

Just a few months ago another store was missing approximately 10,000 units of ammunition. We tracked this shipment from our warehouse, where we had video of it leaving the dock, as well as video of the merchandise being unloaded at the store. Video also showed a receiving employee wheel it out the back door on a pallet and load it into his personal vehicle.

I could sit here for hours recalling case after case, where employees exploited physical security failures around our back doors. In just about every single case, there was a violation of our company’s policy that led to the associate being able to steal the product. As managers, you have to take ownership of this area, or else it will bleed you dry.

First, ensure that only managers have a key to the back door and that a manager is the only one using those keys! All too often, I’ve seen managers give their keys to a “trusted” associate, in an attempt to delegate tasks, only to have that associate rob them blind. Your managers are key holders for a reason; and that trust should only stay with them.

When manager does open the back door, they should stay at the doors. I’ve had cases where a manager would step out of the warehouse for a minute with the door open, and an employee would run product out. If the door is open, the manager stays posted until the doors can be locked. This is a non-negotiable item for my company. Unsecured and unattended back doors can get a manager a coaching in their file. It’s that serious.

Plenty of stores don’t have the luxury of a compactor and have to take the trash out to an open-top dumpster several times a day. This is a great time for employees to stage product inside of trash bags. To prevent this, you should mandate that all boxes be broken down prior to the door being opened. In addition, use clear garbage bags instead of solid black. This lets you see what each bag contains before it goes outside.

Securing the back door, to me, is just as important as any other physical security measure used in the store. I can use all the EAS devices and anti-theft tools in the world, but they won’t be effective if the product is flowing out of the back door. This is one of the biggest areas of potential loss for any store and I can guarantee that if you have any weaknesses, or lapses in policy, a dishonest employee will find them and they will exploit them. Do yourself a favor and make sure your back door policy is locked down this holiday season.


HOW TO SPOT A SHOPLIFTER

theft (8)What does a shoplifter look like? How do you know if someone is going to steal from you? I get asked these questions all the time by store associates and mangers. The real answer is, a shoplifter doesn’t fit any specific demographic. There is no common appearance to a thief. I’ve personally apprehended 12 year old kids, soccer moms, grandmothers, lawyers, doctors, truck drivers, college professors in addition to the professional thieves. There are a few tips to look out for that you should share with your teams.

Looking around/up for associates and/or cameras

Most people shop by looking at the product in front of them. I always get suspicious when I see someone looking everywhere but in front of them. Subjects that are constantly looking up (for cameras) are pretty easy to spot; when’s the last time you looked at the ceiling at the supermarket? These people usually catch my attention rather quickly.

Grabbing items without regard to size, color or size

If I’m shopping for a pair of pants, I am looking for a specific style and size. Thieves who are looking to steal to resell usually will just take whatever they can get their hands on. If you see someone walk by a display of clothing and just start randomly selecting product, they may be planning on stealing that product from you.

Clearing pegs/shelves

If I’m buying *electronic item x*, chances are, I’m only going to buy one. If you notice someone clear an entire peg or shelf, especially if it’s a high risk product, which is another great indicator that their intentions may be less than honest.

Wearing unseasonal clothing

This one is my favorite. Every time I’ve seen someone wearing a coat in the summertime, I’ve ended up throwing them in jail for stealing from me. If it’s 90 degrees outside, someone wearing a thick coat should send up some major red flags.

Staging merchandise

Maybe you walk by a quiet corner of the store and see a subject place a few pairs of headphones on a back aisle. Perhaps they decided not to purchase them; or perhaps they’ve staged them to steal after they’re convinced that the area is clear. I’m always suspicious of buggies of product near fire exits. Often times, a thief will stage product prior to committing the theft. If you find product out of place, it’s best to simply return it to its home location

Removing/attempting to remove EAS devices

No brainer, right? If you walk by someone and they are really struggling to remove an EAS device, they probably don’t have intentions on buying the item. If you, or your team see this, the customer should immediately be given customer service. I usually ask if I can help them with the security device… it gets the point across that I am aware of their actions, without me actually having to say anything accusatory.

While not every shoplifter will demonstrate the same overt acts, if store personnel are attentive and engaging with all customers, these behaviors can be picked up on and properly relayed to store managers. Remember, there is no better anti-theft tool than a well-trained, attentive employee. By looking out for these subtle cues, your team can better protect your #1 financial investment, store inventory.