TAKING CARE OF THE PEOPLE WHO TAKE CARE OF YOU – HOW TO MOTIVATE YOUR LP TEAM

October 7, 2015 by Leave a Comment

image3-NEOBIZMAGI’ve had the pleasure of running the most productive team of LP agents in our company for quite some time. My team of 10, who cover markets across the Southeast, consistently make solid cases day in, and day out. Not too long ago, my peers put me on the spot at a regional meeting and asked what makes my team so successful. We have the same number of people in markets like Houston and Atlanta, who don’t have the number of cases that we do. So what’s the secret to success?

Hire the right person

From the time I have an opening, I look for the perfect candidate. I actively go out and recruit when time permits. I’ll reach out to my industry peers and find out who their top performers are… and not so shamelessly try to lure them away. I have never once settled for a “warm body” hire, as I see all too often in our stores. I not only need someone who can catch a thief and build cases, I need someone who can work alone, who has a strong work ethic and can build partnerships with stores teams, managers and local law enforcement.

Pay for performance

When you find that right person, don’t let a few dollars come in the way of a great hire. Money is a great motivator and in this field, you get what you pay for. Spending that extra payroll can pay off for you in the long run. This assures that you are getting someone who will be dedicated to their job in addition to being less likely to go rogue and cause you a potential lawsuit. Remember, you can get a job flipping burgers for $10/Hr. is that the quality person you want on your team?

Training

I don’t care how much experience someone has. When they come to my team, they all get the same amount of training. I often hear store managers say that “they don’t have time to train new store employees.” That makes me cringe. Without proper training, you are setting a new hire up to fail. I personally provide the first 2 weeks of training to all my new hires. Yep, I scrub down to a t-shirt and shorts and work the floor, just like the old glory days. After that 2 weeks, I have them shadow 2 of my top performers for another 2 weeks each. 6 weeks of training altogether before they are ever released on their own. There is always time to train.

Set expectations

Time and attendance. Cases. Personal code of conduct. Interaction with managers/law enforcement. All these areas need to have certain expectations set in stone. I expect my team to arrive to work on time each day. I expect them to make solid cases each week and I expect them to conduct themselves in a professional manner at all times when interacting with anyone on behalf of the company. This also includes shoplifting suspects. When someone on my team fails to meet those standards, you can bet your paycheck they will be called out on it. I don’t accept sub-par performance in any job category; neither should you.

Motivate, Motivate, Motivate

I can’t stress that enough. A productive team is a motivated one. Find ways to get your team motivated. For me, the simplest, yet most effective method I’ve found is free food. My top performer each month gets a $30 gift card to the restaurant of their choice. I also find the time to spend at least a few hours each month with my team and when possible, buy them lunch. Twice a year we’ll do a cookout as well. I’m telling you, free food is a motivator. Try it out.

Aside from free food☺, I find that calling out great performance motivates everyone. Just last week, one of my agents made a $1,500 shoplifting stop. I publicly recognized him for his work and 2 more of my agents made $1k stops that week. Would they have made those stops anyway? Maybe? What I can tell you is that there exists this atmosphere of friendly competition amongst my team. Seeing their peer get recognized undoubtedly made them more focused in order to gain that notoriety as well. Just as you call out the bad, always call out the good.

Communication

This is my “cliché” for a successful LP team, but it holds water. Each week we all get on a conference call and talk about the previous week. I’ll let each one of them talk about their apprehensions and what they could’ve done better during each case. This is also an opportunity for me to bring up any concerns I have, company initiatives coming out, or any other house cleaning that I need to speak to. This is also a great time to discuss new trends and big time boosters that we need to focus on. If you’re not speaking with your team regularly, then you’re leaving valuable information on the table.

Weekends/scheduling

We’re retail. We’re busier after 4 and on the weekends. Does that mean you have to work your team a closing shift every night and every single weekend? No. (I heard the collective gasp.) Remember I told you my team is the most productive in our company. Guess what? They only work 1 ½ weekends a month. That’s right. I schedule them to work one weekend and one additional weekend day. During the busier holiday times, we might increase that a little bit, but it’s important to keep those in there to prevent burn out. I give them a free extra weekends off, they give me plenty of shoplifters. I have no complaints. I also don’t schedule them the same mid/closing shifts every day. I vary from  openings, mids and at least one close per week. Again, I try to prevent the burnout of working a close every Friday, or all day every Saturday.

You’ve more than likely heard plenty of these before, however applying them to your LP team can be highly beneficial. We have to remember that those we employ are put in incredibly stressful and often potentially violent situations each and every day. The idea that they get up and are happy to come to work each day is a true testament to their character. I had a boss a long time ago tell me that employees are people first and employees second. You take care of the people who take care of you. Those two lines are how I run my team and it’s never let me down.

Filed Under: Featured Tagged With: , , , , , , , , , , , , , , ,

The Habitual Shoplifter

September 25, 2015 by Leave a Comment

shoplifting2According to the National Association for Shoplifting Prevention (NASP) there is no profile of a typical shoplifter. 

And while three quarters of the shoplifters are adults, the rest are under age persons. Men and women shoplift equally, and more than three quarters of the shoplifting done in the United States is considered opportunistic.  Habitual shoplifters, which according to the NASP steal an average of 1.6 times per week, employee theft and organized shoplifting rings are a major concern for the retail industry, and the cause of billions of dollars of loses.

For more about this and other topics follow the links below.

Habitual Shoplifters are an International Concern

Shoplifting and other forms of retail theft cost retailers tens of billions of dollars each year. As a result retail leadership has learned to recognize the value of a well-trained management staff and a professional loss prevention department. We have learned to drive operational efficiency, and ensure that controls are in place and adhered to throughout the organization. We have learned the value of deterrence, limiting the desires and the opportunities for theft and other losses by integrating loss prevention concepts with retail practices. We have embraced a belief in training and awareness as being at the heart of a successful loss prevention program.

Despite our best efforts, there will always be those that will test our resolve. For those retail loss prevention professionals that must deal with shoplifters every day, we are trained to recognize that a shoplifter can look like anyone—shoplifters are not bound by gender, race, creed, or social standing. Professionals are trained to identify patterns of behavior and must follow strict protocols before shoplifting suspects can even be approached. There are well-defined principles that guide our decisions, and clear steps that must be followed before an apprehension is made.

But there are times when specific individuals will draw our immediate attention. Based on well-established patterns of previous behavior, the habitual thief—those that are known to have stolen from us on multiple occasions in the past—deserve our efforts and focus. While not a definitive indicator of future intentions, their presence in the store warrants priority consideration.

Teton Village Sports shoplifters arrested

TETON COUNTY, Wyoming –

Two suspects in a recent shoplifting were arrested after they returned to the same store wearing the clothing the store managers say they stole.
On Saturday at 10:24 AM the Teton County Sheriff’s Office received a call from an employee of Teton Village Sports reporting that the suspects from a shoplifting incident earlier that week were back in the store. They were reported to be even wearing the same clothes they had been wearing when captured on surveillance video earlier.

Teton County Sheriff’s Office deputies, who were patrolling the area, arrived within seconds and positively identified the suspects as those wanted for the original crime. The deputies say that the suspects were in the process of victimizing the store for the second time.

Filed Under: Shoplifting Prevention Tagged With: , , , , , , , , , , , , , , , , , , ,

Retail Burglar Alarm System Considerations

September 8, 2015 by Leave a Comment

240x600I thought I would provide you with information to assist you in making decisions regarding the purchase or maintenance of a security system for your property. The information provided will help cut though the “fog” of choices regarding alarm systems.

I have over 35 years of experience in both commercial and military property protection. My Bachelor’s Degree is in Industrial Security and my knowledge includes physical security, design of alarm solutions and installation. I am also a licensed alarm tech.

When selecting a security system for a commercial space, you do not have to spend a great deal of money. However, you need to be cautious of putting in a system that is so inexpensive that you are really only getting a false sense of security. If you purchase smart, you will have a good system that will last for years and provide excellent coverage at a very reasonable price.

Choosing a provider – There are so many choices that it is usually overwhelming. Ranging from large national chains to single man shops. What is the best? Well, there is no answer that fits everyone. But you should consider the following:

How reliable is the company? How long have they been in business?

With large national chains, you tend to be just a number despite their advertising claims.

With some small operations you have to be concerned, if they will be there next year.

Generally regional chains and smaller operations are going to be more attentive to your needs.

Be VERY cautious of alarm sales people. Most of the time they are focused on quota and really do not care, if you are properly protected or not. Most do not have practical knowledge of physical security, they are salesmen. Make sure you get what is best for you not for the sales person who is trying to make quota and/or selling you components that are add-ons you really do not need.

How long is the contract? 5 years is WAY too long of a term. A good contract length is 2-3 years. Remember, if they cannot hold you with good performance and service, they will tend to try to get a longer contract. Length of contract is negotiable even with large companies. Besides where will you be in 5 years? Will your company have outgrown your current space and you have to move? An assurance of “oh if you move we will move with you” may sound great but what if they have done a poor job? Do you want to continue that relationship?

Watch out for companies that have wording in their contract that automatically raise your monitoring charge usually on an annual basis. Many times it is explained away as a “cost of living” type charge. It is just an underhanded way to get more money out of you.

I will discuss equipment later in this document but keep this in mind: A trick that the large companies do, is sell you the alarm control.  But it is proprietary and THEY are the only company that can program it. This keeps you locked into them forever. No one else can monitor or service it. Insist on a NON-Proprietary alarm control.

Are they insured? Get a copy of the insurance and insist on an updated copy every year. Better yet have them list you on their policy. Is their coverage adequate for a loss due to their negligence? Keep in mind that alarm companies are NOT insurers. They will not insure your life or property losses. That is what your insurance is for. But if they make a serious error or commit Errors and Omissions (E&O), you need them to cover their mistake. Have your insurance agent review the coverage document provided to you. Do this up front. Like my Attorney says to me “Let’s get the paperwork right at the beginning because I have never seen anyone wear their wedding dress to the divorce”.

Are they licensed? Check the Secretary of States web site. Are they properly licensed for low-voltage alarms, are there complaints….?

System Design – Unless you want a lot of bells and whistles you can keep It pretty simple. Here are the key items you should have:

Alarm Control (brains of the system). See above about proprietary vs non-proprietary.

Alarm Keypad near the front door. This is how you arm and disarm the system. In my experience a keypad with an “alpha” display is best. This usually costs a bit more but instead of it displaying a zone number such as “Zone 08” it will for example say “Back Door Left”. This is much easier to deal with when there is a problem.  And there will be a problem usually late at night when you need clear information. If you also access your suite from several doors, then you want a keypad at each door for your convenience.

Door Contacts. Contact every exterior door both personnel and overhead doors whether you use them or not. They are a “hole” in your wall.

Glass Break Detectors should cover EVERY bit of your glass that is accessible. This is the most likely way a burglar will break in. Usually one glass break detector in every office with any windows will take care of it.

Motion Detectors. You should have at least one. This should be in a hallway or other area that would make it very difficult for someone to move very far without tripping it. You do not need to cover every square foot. That is overkill and not generally necessary. The exception would be, if you have very valuable supplies, equipment or other assets you need protecting. Then a motion detector covering that area is warranted.

Fire Protection is a nice thing to add. This may help reduce your insurance premiums. Keep in mind that you may be in a building that has a sprinkler system. What you should ask is that sprinkler system “monitored by a central station” or is it simply going to ring an outside bell if activated. From a fire perspective you want it monitored. However, what happens if there is a water flow in the middle of the night or on the weekend and no one discovers it until business hours? Monitoring will keep your losses in merchandise and structure more limited.

Burglary sirens are nice but do not go crazy. One siren on the inside is enough. Keep in mind that almost every keypad has a built in siren.

Automatic Testing – This is one of the most overlooked issues. If your alarm system is not checking in with the alarm companies central station on a routine basis then how would you ever know if it stops working? This happens a lot! Alarm systems are electronic and mechanical devices that do break. An electrical surge from a phone line connection or 110 Volt power happens very frequently. If your systems communications go down you may never know it. It will not show up on the keypad.

Look for a “Supervised, Weekly Timer/Test”. This is an automated signal that your alarm control is programed to send every week at the exact same time. The central station computer is watching for this signal and if it does receive it then the central station computer notifies an operator and they then notify you. This process is all automated and normally is programed to happen in the middle of the night. The central station will then notify you the next day during business hours. If you are really concerned, then you may wish to select a daily timer/test signal.

Timer/Test signals are very inexpensive to you and many companies provide a weekly one free of charge.

Notification of an Alarm – This is the call list that the central station uses to get a hold of you in the event of an emergency or a problem. They cannot help you, if they cannot reach you. Keep this list up to date. Some of the better alarm companies can send you an automated email several times a year with your current call list. This reminder helps you to keep the list current. The problem with a call list is that it is out of sight, out of mind. Without these reminders you usually do not know until there is a problem. You should also have the alarm company send you an automated e-mail whenever there is an event such as an alarm, timer/test fail, maintenance problem…. Those should also be included in your service at no charge.

Reports – Another often overlooked feature is an open/close report. Your alarm company can program your alarm control to instantly send a signal to the central station each time the system is armed or disarmed. Your system tells the central station which employee armed/disarmed and at what date/time. A summary report is sent to you once a week by e-mail. You should tell them you want an “all activity” report. This should not cost any more. That way you will also see alarms, troubles…. In addition to the opens/closes. This is much easier for you to read. Most of us only need a “log only” report. The log only version is less expensive because there is no intervention by a central station operator.

This report is a very important tool for business owners and managers. It will let you know who is coming in and when which is a good tool to assist you in tracking employee time when you are not there. It will also alert you to someone coming in after hours. Use this report as a proactive tool. If something falls outside the norm then question the employee about it. This lets them know you are aware and will help to prevent issues such as employee theft.

Alarm System Codes – Every employee should have their own code. Employees should not be allowed to share codes. Tell your employees that they are accountable for what happens with their code. If a theft or incident occurs because they gave their code to someone or someone saw the code, then they will be held accountable. Codes should never be simple such as-1234, 2468, a year, birth month/year combination, phone number…. Anything obvious. You might try using a person’s last four digits of their SSN. People tend to protect that number. Let them know that if their code is compromised for any reason, they must notify you and you will simply change it.

Transmission via cellular or internet – I personally love this feature. Most of the problems with alarm systems involve phone line issues. I think cellular is best. A cellular signal cannot be blocked due to a cut phone line or phone company trouble. Most alarm system cellular units hit at least two towers and many times three. Cellular connections are VERY fast. It is also more reliable than your voice cell service.

You can also send signals via the internet. This is nice because like cellular you eliminate a hard wired phone line and is more economical. But an internet connection is vulnerable to interruption and being cut just like a phone line.

There are a lot of other great services that your alarm company can provide you to fit your individual needs: supervised open/close reports, wireless sensors, video tied to the alarm system, remote connectivity to your alarm system via PC, tablet or smart phone and much more. This allows you to access your alarm or view video anywhere in the world. Many of these are not only convenient but critical in business and asset protection.

Filed Under: Featured Tagged With: , , , , , , , , , , , , , , , , , , , , ,

TIPS FOR PRE-EMPLOYMENT SCREENINGS

July 2, 2015 by Leave a Comment

image3-NEOBIZMAGDid you know that turnover and shrink play hand in hand? Stores that have less turnover, generally speaking, have lower shrink than their counterparts with higher turnover. So what can you do as managers and owners to reduce turnover? There are the standard answers you can easily find like “improve morale,” or “offer a generous salary and benefits package”. Reducing turnover starts with hiring the best candidate for the job. That starts with a solid hiring process.

I can’t begin to tell you just how many times I’ve cringed at the way I’ve seen managers’ interview candidates. They range from the “cookie-cutter” manager who simply asks the questions on the interview guide, to the manager who does all the talking. (Seriously, I’ve been in the office for several of these types. The manager literally will talk for 15 minutes and without so much as peep from the candidate, offer a job). Someone has to train the manager on proper hiring techniques, for starters. This protects you legally (there are some questions you can’t ask)! And it helps shield you from a bad apple (employees never steal from their employer, right)? Here’s a few suggestions of what your managers should be asking.

Can you tell me a little about your work ethic and how it separates you from other candidates?

If your candidate doesn’t know what work ethic is, then chances are, they are not the candidate for you. Take this time to listen to what they are saying. Anyone can show up to work on time and coast through the day. It’s hard to find someone with a strong work ethic these days. It’s not something that can be learned in school.

If hired, how would you sell yourself to the rest of the team?

How will your candidate establish credibility in your organization? Will then lead with an iron fist, or will they be a true leader and gain the respect of the rank and file?

What do you think is worse; a cashier who steals $20k to support her mother’s cancer treatment, or an electronics associate stealing computers to fuel a drug addiction?

Does your candidate possess a bit of empathy? While both scenarios illustrate internal theft, the first can be reasoned some (a little). It’s good to see what your candidate says about employee theft in a general sense here as well. The last thing you want is to hire someone that will steal from you.

How important is confidentiality?

This is a very important question, especially if you are hiring a supervisor, or a manager. Not only are we talking about keeping employee issues confidential, but also your company sales figures, market position and other proprietary information. A good candidate will understand just how important staying tight-lipped is to your business.

Can you tell me about your greatest failure?

This is my personal favorite. I close out every interview with this question. I need to see that my candidate is human. Nobody is perfect and everyone will make mistakes. Find out the biggest mistake your candidate made and then how they reacted to it and moved forward. You’ll be surprised at what you may hear with this one.

Filed Under: Featured Tagged With: , , , , , , , , , , , , , , ,

Take a Bite out of Shoplifting – Literally

May 29, 2015 by Leave a Comment

shoplifting5Shoplifters are great. Well, not great for business, but great for laughs sometimes. Most of the times, shoplifting incidents are pretty serious business. You’re confronting someone who has just committed a crime. You don’t know their state of mind and you definitely don’t know what they are capable of. I’ve personally been pepper sprayed by a shoplifter as they tried to escape, along with seeing countless managers suffer the same fate. Often suspects immediately want to become physical and more simply will flee the store. Every now and then karma and a little luck is on your side.

I was training a new LP agent last summer in a very active market. It was day four of our training and she had already thrown a half dozen folks in jail. So far, no problems, this particular agent was an attractive young female who didn’t take lip from ANYONE! It was amazing how many shoplifters hit on her… but we’ll save those stories for another time. The clock was ticking away and it was just about time to call it a night when one of our frequent flyers entered the store. I had busted this guy on no less than three previous thefts and he was definitely a runner. I had my new agent begin observation while I contacted the police. At the very least, I was going to charge him with trespassing. 

About 15 minutes goes by and like always, the shoplifter starts loading his pants up with electronics. About this time, the police were arriving, so I went outside to inform them of the situation and wait for the thief and my agent to exit the store. Well, she didn’t disappoint. Our thief exits, but completely ignores the agent and takes off running. The next thing I know he’s gone. He’s hiding around the vehicles in the parking lot, but we can’t seem to find him. The officer gets on his loudspeaker and announces that he’s going to let the K-9 unit loose if he doesn’t turn himself in. No answer. 

Standing a full 3.5 feet tall and weighing in at about 120 pounds, K-9 Officer Scout is ready for action. This is a game for the pooch and I can tell he’s ready to play. Within seconds of jumping out of the patrol car, he and his handler are on the scent. Like a scene from a movie, out of nowhere, the shoplifter emerges. Only… he doesn’t surrender. In true idiot fashion, he starts sprinting across the parking lot. I don’t care how fast you think you are; you will never outrun a German shepherd whose sole purpose in life is to take you down. And take him down he did. When the handler finally reached the scene the shoplifter had a knife he was trying to stab the K-9 officer with. Not only did this shoplifter go to jail with some pretty serious bite wounds, he also got to feel what 100,000 volts of electricity from a Taser felt like. 

Filed Under: Featured Tagged With: , , , , , , , , , , , , , , , ,

Mystery Shoppers Can Help Your Bottom Line

May 13, 2015 by Leave a Comment

theft (5)Brooke wanted to buy a special keepsake to commemorate the birth of a grandchild.  She went to a jewelry store in the mall and was planning on spending about $200.  There were 2 saleswomen in the store and no other customers.  Both of them were having personal conversations on their phones, with one talking about the lack of sales and her concern that she was going to lose her job.

One clerk didn’t acknowledge Brooke, while the other put her finger up in the “just a minute” signal and then turned her back.  After looking around for some minutes, and not being waited on, she went to the store next door.  Brooke was greeted immediately, helped and spent $250.  She repeatedly told the poor service story for months, right up until the store closed.

Everyone has experienced poor customer service in person, on the phone or via a web site, but they probably didn’t complain to the business.  When most people are unhappy they show it with their feet and eyes, they’ll leave a store or web site and not return.  A customer is 4 times more likely to go to a competitor when the problem is service rather than price or product (Bain & Company).

Obviously, good customer service has a significant impact on the bottom line.  A 2% increase in customer retention has the same effect as decreasing costs by 10% (Emmett Murphy & Mark Murphy).  Also, it costs about 6 times more to acquire a new customer rather than retaining an existing one.  It’s just smart business to try to hang on to them.  

One of the ways to evaluate your business’s customer service is to use mystery shoppers.  A mystery shopper is an outside person who shops your business (in person, on the phone or via web site), usually purchases a product and evaluates the experience.  You set the parameters of the information you want collected — including identifying loss prevention issues.

Mystery shoppers help you determine your problems before they turn into lost revenue.  They give you the consumer’s perception of and experience with your customer service, as well as other concerns.  It’s an effective way to get real-time feedback.  Then, based on the identified problems, you can develop and implement the appropriate corrective procedures and policies.  

Smart business owners know the adage that the product gets the customer in the door, but service is what gets her to return.  People who contact your business have a need, providing you the opportunity to make a sale.  The method of the sale gives you the chance to build positive word of mouth and strong consumer loyalty, which contributes to higher profit margins and a healthy bottom line.  

Nicole Abbott is a writer and psycho-therapist with over 20 years of experience in the fields of mental health and addiction.  She’s an educator, consultant, lecturer, trainer and facilitator, who has conducted over 200 workshops, trainings, presentations, college classes and seminars.  

 

Filed Under: Featured Tagged With: , , , , , , , , , , , , , , , ,

What You Need To Know About Background Checks

April 29, 2015 by Leave a Comment

image3-NEOBIZMAG

Many small businesses think twice about hiring a new employee, especially if that business is going through a rough time.  The actual cost of hiring a new employee is expensive, and not only because of the salary they will be paying.  Recruiting and training alone will be costly, not to mention the time spend for interviewing the possible candidates.  Hiring the right candidate can become quite an ordeal, but by doing background checks on an employee before hiring them can save you time and money in the long run.

 Class Action: Amazon Violates Federal Law With Employee Background Checks

 Amazon.com Inc. and a staffing company that aids the online retailer in its hiring are facing a class action lawsuit, alleging that they have violated federal law because they did not disclose the information found in a background check that was used to deny employment.

Plaintiff Gregory Williams claims in his class action lawsuit filed on Wednesday in Washington state federal court that Amazon and Staff Management Solutions, which is also called SMX, violated the Fair Credit Reporting Act (FCRA).

Williams claims that he applied for a job with Amazon as a “puller” at one of the online retailer’s distribution centers in November 2013. SMX helps Amazon with hiring at its fulfillment centers primarily in anticipation of seasonal hiring.

As part of the application process, Williams also filled out a form giving SMX the authority “to obtain his consumer report for employment purposes.” That form stated that if anything is found in the background check that could affect his employment that he would be given a copy as well as an explanation of his rights under the FCRA. It also stated that the information can be disputed if the applicant deems that it is inaccurate.

Georgia Background Checks: What you need to know

There are a number of ways for employers to gather information on the background of an applicant for employment. Employers may simply call an applicant’s former employer to confirm the applicant’s dates of employment and title and to try to obtain a more detailed reference from a supervisor. However, more and more frequently, employers are hiring third parties to conduct background checks on applicants who have been offered employment. In addition, depending on the nature of the position, employers are requesting reports about an applicant’s driving record, criminal record, and/or credit history. There are often legal limits on employers obtaining and using this type of information. When employers hire a third party to conduct a background check or obtain reports from outside agencies, such reports are subject to the federal Fair Credit Reporting Act (FCRA) and state laws. In Georgia, employers must comply with laws concerning criminal background checks and driver’s record information.

Background Check Industry at a Crossroads: Raising Uptime Standards

Why does uptime matter?

In today’s lightning-paced business climate, companies and organizations in virtually every industry are paying more attention than ever to the speed, efficiency and dependability of the systems, software and other support tools that enable them to serve and retain customers and thrive in an increasingly competitive global economy. It’s an era of Google, Amazon and smartphone-enabled instant gratification, and we expect immediate answers to all of our questions and same-day shipment of every conceivable consumer product. And companies’ system availability, or uptime,makes this all possible.

Companies are also under heightened scrutiny from regulators, and from their own internal auditors, to meet stricter accounting and reporting guidelines, to prepare for every possible disaster scenario that could disrupt their business or their customers’ business, and to operate more efficiently in everything they do. Uptime is at the very core of all these concerns.

Filed Under: Shoplifting Prevention Tagged With: , , , , , , , , , , , , , , , ,

Bartenders Beware- Employee Theft

March 15, 2015 by
If your nightclub or restaurant is experiencing inventory losses with your alcohol, chances are you have a problem with employee theft. There is a multitude of ways that your bartenders can steal from you, but there is also a multitude of ways that you can prevent employee theft behind the bar.
One of the easiest ways is to ensure your bartenders and wait staff all go through some kind of loss prevention training. This can be either in house, or contracted out through a loss prevention workshop. During the training, you and your employees will become more aware of different ways that employees have been caught stealing. This is great way to let employees know not to try it, because it is a known method- and it doesn’t work. 
It is also a chance to define exactly what constitutes theft- from the obvious stealing bottles, to free drinks, and even a matter of over pouring their shots of liquor. When your employees have a clear set of expectations, definitions and consequences, they are less likely to take the risk of stealing from you.
This is a prefect time to explain what the consequences will be for any employee caught reducing the company’s profits or inventory- intentionally or otherwise. Some offenses may only require additional training, while others will constitute termination of employment and prosecution.
For more information on Loss Prevention Seminars, Loss Prevention Training, or Loss Prevention Workshop contact us or call 1.770.426.0547 – Atlanta Georgia
Visit the Loss Prevention Systems website for more information on Retail Employee Theft and Retail Shoplifting problems and view the Retail Loss Prevention Seminars, Retail Loss Prevention Training and Retail Loss Prevention Workshop we offer to help with your Employee Theft and Shoplifting problems.

If your nightclub or restaurant is experiencing inventory losses with your alcohol, chances are you have a problem with employee theft. There is a multitude of ways that your bartenders can steal from you, but there is also a multitude of ways that you can prevent employee theft behind the bar.

One of the easiest ways is to ensure your bartenders and wait staff all go through some kind of loss prevention training. This can be either in house, or contracted out through a loss prevention workshop. During the training, you and your employees will become more aware of different ways that employees have been caught stealing. This is great way to let employees know not to try it, because it is a known method- and it doesn’t work. 

It is also a chance to define exactly what constitutes theft- from the obvious stealing bottles, to free drinks, and even a matter of over pouring their shots of liquor. When your employees have a clear set of expectations, definitions and consequences, they are less likely to take the risk of stealing from you.

This is a prefect time to explain what the consequences will be for any employee caught reducing the company’s profits or inventory- intentionally or otherwise. Some offenses may only require additional training, while others will constitute termination of employment and prosecution.

For more information on Loss Prevention Seminars, Loss Prevention Training, or Loss Prevention Workshop contact us or call 1.770.426.0547 – Atlanta Georgia

Visit the Loss Prevention Systems website for more information on Retail Employee Theft and Retail Shoplifting problems and view the Retail Loss Prevention Seminars, Retail Loss Prevention Training and Retail Loss Prevention Workshop we offer to help with your Employee Theft and Shoplifting problems.

 

Filed Under: Seminar Tagged With: , , , , ,

You Can Teach an Old Dog New Tricks…Me

March 2, 2015 by Leave a Comment

shoplifting1I was recently the Keynote Speaker at a retail conference. The audience was very engaged! As a speaker and trainer I like those situations best.

We had many great questions and comments. But there is one that I continue to think about. Someone mentioned that a way that shoplifters are now discouraging you and your staff from providing customer service is by using a cell phone.

Let’s step back. The first key to preventing shoplifting is the liberal application of customer service. Impulse, armature and professional shoplifters cannot ply their evil trade if your staff is customer servicing them to death.

So now enters the cell phone. If the shoplifter is on a call, real or pretend then we are likely, out of courtesy not to approach them. What a wonderful way to keep us away from them in our own store! This is something I had never considered before. In fact what I have been thinking about is that there are other tools they could use to accomplish the same thing.

Listening to music with a head set on, talking on a two-way radio as if it is work related or how about being busy with electronic tablet or phone with email. Again any situation they can create to keep us at arm’s length.

However, there is a well-established solution to this. All of these techniques fall under the category of distraction or diversion. The solution to this tactic is simply MORE customer service.

Those actions by a “customer” are at a minimum rude. It is also a red flag that you should now pay attention to. Being in your store, taking your time and resources and being on the phone is rude. But we do not want to respond in kind. Instead apply an even more generous application of customer service.

Stay with them, keep your eye on them and make sure they know it. A legitimate customer will feel it and get off the phone, device…. The shoplifter will have a different reaction. They will get frustrated. You are frustrating their efforts to obtain a bit of privacy so they can conceal your merchandise.

Frustrating a shoplifter is our goal. Drive them crazy and send them on their way hopefully never to be seen again, at least by you!

You can reach Bill Bregar at 770-426-7593 x101 or at [email protected]. Bill has over 35 years of experience in the Loss Prevention industry. He has personally investigated over 2300 employees for theft and dealt with shoplifting all the way from his days of apprehending shoplifters as a store detective to the development of policy and procedure for several major retail chains in the role of Director of Loss Prevention.

Filed Under: Featured Tagged With: , , , , , , , , , , , ,

Shoplifting Apprehension that Turn Violent

March 2, 2015 by Leave a Comment

shoplifting5Over the past two years or so, I’ve managed well over 1,000 shoplifting cases. Just like any other job, it starts to become a routine. You watch for selection, intent, pass the points of sale, exit. Approach, process, and on to the next one. It’s strange that in my line of work the daily routine is based solely on someone committing a crime. Well, what happens when the apprehensions is not so routine? What should you, or your team do if a shoplifter becomes confrontational, or even physically violent?

I’ve seen several instances of shoplifters becoming physically violent in the very recent past. Member of my team, including myself, have been physically assaulted and even pepper sprayed by shoplifting suspects. I’ve even see greater acts of violence at surrounding retailers. Is that really worth a $50 item? Absolutely not. We are seeing very often that drug addicts, who are stealing to support their habit are committing these crimes. Their minds are focused on their addiction and they will do whatever is necessary to avoid capture, even if that means harming you or a member of your team. The best defense is always a good offense, and the first step in remaining safe in this climate is to analyze the risk associated with each and every shoplifting detention.

I train my teams to analyze the inherent risk of a stop on two simple factors. 1) What is the item being stolen? Is it on its own a weapon? 2) The perceived state of mind of the suspect. Does your suspect appear to be under the influence of drugs, or alcohol? If you can answer yes to both, then there’s a higher chance of the risk of violence and it may be a better idea to allow law enforcement to intervene. I stress this every single day with my team. They all know that there is nothing in that entire store that is worth jeopardizing their safety. Sometimes, though, violence may come from the most unsuspecting source, and you should know how to react during these instances.

If you find yourself in a situation when confronted at the time of apprehension with violence, you should immediately terminate the apprehension and allow the suspect to leave… with or, without the merchandise. Never should you put yourself, your team or your customer’s safety in jeopardy over store merchandise. If you’re confronted and need to defend yourself, then do so in as safe a manner as possible. Training your LP staff in a basic self-defense course is a great tool that is being more widely adopted at more retailers.

In addition to those common sense steps, your company should also have clearly written and accessible policies regarding shoplifting apprehensions and the use of force. If you are in charge of these policies, you should set a clear expectation of how store personnel should contact a shoplifter, as well as details regarding the use of force. The last thing you want is for an employee to get severely injured while trying to protect assets come back with a lawsuit claiming they were subjected to an unsafe work environment. Without clear, written policies, that could be a reality.

Criminals will continue to steal, and a percentage will no doubt become violent in some way. In the LP filed, it is an occupational hazard. With the proper training and common sense policies, you can ensure the safety of your teams. Several states are also currently looking into passing new legislation that would enhance the charge for shoplifters who assault an LP agent. Some states also have laws on the books that turn a shoplifting into a strong arm robbery under these circumstances. If these were to become a nationwide standard, we may be able to start reversing this very disturbing trend.

Filed Under: Featured Tagged With: , , , , , , , , , , ,
« Previous Page
Next Page »