• Kevin Natapow

 

This ties into the VM discussion earlier in terms of how you arrange the store- make sure you don’t create any blind spots, or at least minimize them. Keep the flow and floor plan open. One element that often gets overlooked in this area is customer service. Have your employees out on the floor, have them mingle, being there for customers if they need them, but OUT on the floor. Having people standing behind the counter is very unproductive-note, you should always have someone there to ring up sales or if it is a 1 person operation at least be paying attention to when a customers does need your help at the register. The rates of theft drop exponentially if a potential thief has been greeted, recognized and they know there is a staff presence. A large portion goes into training staff to know what to look for, red flags, and how to interact with a customer you feel may be about to steal or you think just did. Have a plan for how to react and move quickly as a team.  

 

  1. Can you recommend any good resources for learning “red flags” and reacting plan?

 

  1. We met with our local Police (an officer actually came to the store) to talk to us about theft, safety, etc. Discussed personal safety as well as theft prevention. There are times where we only have ONE person in the store (slow snowy January days for instance!) and it was good to have some tools on what to do with an irate customer, someone who makes us uncomfortable, etc. We live in a safe community but we live in a scary world.

 

  1. I totally agree with what Kevin said above. Watch for people who shop with their hands in their pockets (especially hoodie sweatshirts and big pocket jackets). Also baby strollers (believe it). Finally, if someone is looking over their shoulders or watching you…being on the floor is the best. I tell my staff to go fluff the store when customers are in – even if the customers don’t want help or don’t want to talk to you. Stand in proximity and rearrange, tidy up areas.