An Investment For Your Business

When new legislation passes in many states, the array of issues that come to new elected officials varies considerably.  

Shoplifting laws are one of the many topics legislators review to make sure the punishment is appropriate.  Businesses and small businesses in general need to be protected by the laws of the country to ensure the economic growth of a locality, the state and ultimately the country.

The punishment for shoplifting varies according to the state and in some instances the county where the business is located.  Laws are put in place to make sure these silent crimes are not committed with impunity, and the shoplifter is prosecuted according to the law. 

Unfortunately, many of these shoplifting incidents are not prosecuted for  many different reasons. Ultimately, it is up to the business to decide whether to prosecute the shoplifter or not.  As a business owner, they have to consider the costs associated with prosecuting shoplifters as a rule and whether it is economically sound to do so.

A lawyer’s fee for an hour or to prosecute a case depends on the region, the experience and the complexity of a case but, either way, their fee does not come cheap. 

 As a business owner, is it practical or economically possible for you to have a privately retained attorney? Is it your business practice to prosecute a shoplifter regardless of the quantity they steal?  There are many questions one needs to answer, and many options you have to make as a business owner regarding shoplifting.

Shoplifting in the United States have become a multi billion nightmare for businesses in the retail industry.  From the casual shoplifter to organized retail rings, the losses the retail industry suffers are staggering.  The small stores or shops in this industry have to fight and stop loses because their livelihood depends on their ability to stop the shoplifters. The profit margin from sales is too small for them to ignore the problem or to neglected it for too long.

For many of the small retail businesses, a loss prevention system that allows them to protect their merchandise and profits is one of the best ways to invest in their business.  Big retail chains have for many years now invested in loss prevention systems to help them minimize the losses and help them prevent shoplifting and employee theft. 

A loss prevention system that gives the employer or management of the store up to the minute information about the merchandise , allows them to do their job more efficiently and helps them prevent theft is an investment that will pay off sooner than you think.

Post Holiday Retail Blues

 

Did your sales meet, exceed or fall short of your expectations? Regardless of how they turned out it is likely they could have been better when you factor in your inventory shrinkage. Shoplifters, employee theft and paperwork errors all create additional loss that drain away some of your profits. What strikes me is that these losses are like adding insult to injury. You ordered, received, put the merchandise out and paid your vendor for it. On top of that you have your expenses, payroll, rent, utilities and more.

After all that someone, a shoplifter, comes into YOUR store with the intent to steal from you. They do not care if it hurts you, your staff and your family. They simply do not care about that. It is ALL ABOUT THEM. And on top of that it just keeps going on year after year.

But, shoplifting is no different than any other business problem. You can fix it the same way by simply paying attention to it and attacking it head on. The problem that most retailers face with shoplifting is the feeling of despair because you are not sure what you can or cannot do. What is legal? The Police seem to have little interest in helping you. The times you have caught a shoplifter have met with mixed results. The shoplifter seemed to get nothing but a slap on the wrist, if that.

So how do you attack the scourge of shoplifting? From a business’ standpoint is actually fairly simple. Cast aside the concerns about prosecution with the criminal or civil courts. We should be concerned about what could happen to us legally but the reality is you want a program to keep shoplifting from happening at all. You must get into a prevention mindset.

A prevention mindset or loss PREVENTION is exactly that we want to prevent the losses from occurring at all. Because when a shoplifter attacks us it costs us money, even if they are not successful. Not just the loss of merchandise but our time and expenses. 

The really great thing about a prevention mindset is that it costs us little in the big picture and actually is in alignment with our sales goals. Yes, you do need an anti-shoplifting system like a Sensormatic system but that is only fifty percent of the equation. 

Step one is to change the way you approach customers. Customer service is king here. Shoppers love attention. They are there for a little retail therapy. They are interested in purchasing something from you and favor the attention that your staff can shower on them. Answer their questions, help them make a choice or just let the customer know that you appreciate their being there.

On the other hand shoplifters HATE everything I mentioned in the previous paragraph. Shoplifters need privacy even if just for a moment to steal from you. They do not want any attention, assistance or help. They are there to steal your goods and YOU ARE IN THEIR WAY. So what should you do? Remember this, good customers want your attention at various levels depending on the customer’s wants and needs. Any sales floor staff that have any experience at all know when to turn customer service up or down. 

It starts the moment that the customer walks in the door. Every person that enters your store must be greeted. A greeting should include brief eye contact, a smile and a “welcome to (my store) how can I help you?” Very reliable studies have proven over and over again that impulse shoplifters which make up approximately fifty percent of the average retailers shoplifting losses will most likely not steal from you in that visit if they are greeted. This is a win-win situation. Good customers love the attention shoplifters hate it. However, you cannot stop there. Amateur and professional shoplifters will not be deterred by that alone. They require additional customer service. Approaching them to help, suggest additional items they may want to consider not only increases your sales to that customer but it puts the shoplifter on notice that they have been seen and are being observed. The shoplifter will try to shun that help. So what do you do in that case? Step back and still be in range to “help”. Many shoplifters will simply leave. If this is consistent then the shoplifter will go elsewhere to steal from a retailer that is not prepared.

So what is the second part? You must have a Sensormatic system. As much as we would like, we do not have unlimited payroll. We cannot be everywhere at once. Shoplifters look for or even create conditions where the customer to staff ratio is out of whack. That is where the Sensormatic system comes in. Merchandise that is higher value or frequently stolen is protected with a label or a hard tag. If the thief tries to steal it, the Sensormatic system at the customer doors alarms. Your merchandise is protected 24/7.

The combination of these two creates a pretty impenetrable wall that will reduce most of your shoplifting losses and at the same time increase your sales. 

And yes, Loss Prevention Systems can help you with both. As the former Director of Loss Prevention for several major companies I have worked my way up in the trenches from personally apprehending shoplifters all the way to starting and running LP programs for those companies. When you purchase your genuine Sensormatic system from us you get the training and support to fix your shoplifting problems.

Contact us today or call 1-866-914-2567 to find out more about our Sensormatic systems and getting your staff trained up to go on the offense. 

Not Planning For Summer Customer Traffic In March Is Madness

Not Planning For Summer Customer Traffic In March Is Madness

Have you ever noticed how quickly big box retailers will transition from the Christmas season in their “seasonal” departments to jumping into the new Spring/Summer merchandising sets? They don’t play around they are very strategic in their planning to get a jump on their competition. They use their mini-seasonal areas to drive the Valentine’s Day and Easter business but the large areas used for patio sets, plants, gardening, etc. get changed shortly after the Christmas season is over. Smaller retail stores should be doing their own transitions at this time too. It’s madness if you haven’t started putting out the Spring/Summer merchandise for your type of store by March.

     I understand there are some types of retail stores where it would seem a bit more difficult to appeal to a seasonal change. I think of luggage stores or perhaps a “mom and pop” corner grocery store where customers are used to purchasing their staple food items. But let’s think about this for a moment. Is there room for even the least seasonal retailer to adapt to seasonal sales? I would suggest there is room and it may take a bit of getting out of a comfort zone. Let’s say you sell luggage and people are going to come to your store who travel at all times of the year. Is it possible for you to carry some items that may be more colorful to appeal to a summer traveler? Think about how much easier it would be to locate a unique or brightly colored suitcase if it is on an airport carousel. While some shoppers (such as I) might prefer a traditional dark colored carry- on bag or briefcase, there are those people who fancy a more whimsical style. A change of colors and patterns might draw in more customers especially with the right touch of advertising and product placement.

     Mom and Pop grocers, sure milk, eggs and bread may be your bread and butter (pun intended) but is there any reason you couldn’t put out a display of Igloo coolers, picnic grills, aluminum foil, six-packs of soft drinks or beer? How about a front of store display with these items, grilling aprons and advertising for specials on lunchmeats, steaks and hotdogs directing consumers to your cooler section? Sometimes we all get in ruts and we fail to look outside the box for new and creative ideas to keep a business fresh and improve sales.

     There are the stores out there that just seem to always maintain the same set up and merchandising year in and year out. I can think of a local hardware store I sometimes go to when I don’t feel like fighting the other shoppers at the national hardware chain stores. When I do go to this particular store I usually have to search a bit to find what I need, it isn’t super neat but everything seems to be where it has been for the past fifteen years I have shopped there. It does make me wonder if the owner is trying to reach out to new customers or worries about the competition from the big box stores. A few changes now and again could probably make an impact on sales but that is a choice that owner has to make. What kind of changes would I suggest? I would put out new signs to let customers know about any sales that are running. Place gardening tools and gloves, tillers and lawnmowers at the front of the store. If the store has electronic article surveillance towers, upgrade them so that advertising panels can be interchanged and catch customer’s attention as they walk in.

     Seasons change and retail stores should too, before the beginning of the next season. Take a look at a national clothing retailer the next time you walk into a store. It may be January and they will start putting out swimwear when you are still wearing a jacket. Smaller retailers can take a lesson from the large chain stores. I am not saying to become them, but there are some tips and tricks you can take away. March is here and now is the time to rebound from your winter season and spring into action by driving those summer sales.

An Accurate, Successful Inventory Is Not Due To The Luck Of The Irish

How does Notre Dame’s football team manage to maintain a top program year in and year out? Is it the Luck of the Irish that does it? No, they field a competitive team by working hard and preparing for the upcoming season. As we enter March we think of spring and St. Patrick’s Day and the Luck of the Irish and lucky four-leaf clovers and all of these things. In retail, we also think about store inventory time and how the results will come out this year.

     If you are counting on the Luck of the Irish or just plain luck to get you through inventory and wind up with successful results you need to get a better plan. Obtaining inventory results that reflect a healthy, robust business starts well before the inventory date. While it may include the preparation time several weeks in advance of the actual day/night of inventory counting the real work begins when you start your shortage action plan.

     If this is the first inventory for your store you will not have a measurement or prior inventory as a baseline for what you will be up against. I would suggest that in your case you measure your store against the national shortage average OR you measure it against the national shortage average for your type of retail business. According to the National Retail Federation 2018 National Retail Security Survey, shoplifting accounted for 35.7% of losses while employee theft accounted for 33.2%. Loss Prevention Systems, Inc. personnel are well-versed in shortage and can be a helpful consultant to you in this area. For those who have inventoried previously you want to lower whatever the prior year shortage results were for your store. Obviously it would be fantastic if zero shortage could be counted on year in and year out but the fact of the matter is very few stores will come in at zero (I have seen overages but those always offset the next year due to poor counts or paperwork errors).

     So where does one start in their planning? First you have to look at your anti-theft strategies. With nearly 70% of the shortage attributable to theft you can take care of a big chunk of shortage by addressing this issue. Is your store using electronic article surveillance equipment to deter and prevent shoplifting and even employee theft? If you do not have an electronic article surveillance system in your first assignment is to get one. This includes the towers, tags, and even integrated cameras. Don’t use second-hand equipment or an off-brand system in your store. Using a name brand solution from Sensormatic is the best option and it is more affordable than you may think. Again, Loss Prevention Systems, Inc. can guide you into the best solution for your business no matter how big or small it may be.

     You then need to take a look at the other areas that impact shortage, operations, vendor shortage and a small portion which is undefined. Looking at each of these aspects can be time-consuming because there is so much that can impact each one. If you have managers working for you they should be looking at how shortage could be happening in their departments and present solutions to address them. That information then goes into a master shortage plan. If you are lucky you will have a team that knows where to look for shortage opportunities. If you don’t have that kind of luck or if you are the only manager for your store you are still lucky. Loss Prevention Systems, Inc. can work with you to conduct a risk assessment and identify vulnerabilities and devise plans.

     Finally, once your anti-theft system is up and running and your shortage action plans have been created you can spend the month prior to inventory prepping the store. There’s no magic to it, it is a detailed preparation to make sure every piece of merchandise is properly tagged and ready to be counted. Inspections of nooks, crannies, shelves, underneath base decks, on top of fixtures and in supply closets to locate items that have migrated where they should not have can add dollars back to your inventory.

     Four leaf clovers, lucky charms, wishful thinking nor luck of the Irish are going to get you a successful inventory. Theft prevention, careful planning and advice from people who have been in the Loss Prevention field WILL result in successful inventories. Follow this advice and find your own pot of gold at the end of the inventory rainbow.

To Prosecute Or Not – The Ball’s In Your Court

Does it matter whether you prosecute shoplifters? There are some retailers that will not prosecute a shoplifter if they catch them. Many retailers discourage their employees from following someone outside to get a vehicle description or license plate number even if they know someone stole from the store. Then there are the retailers that will allow managers to approach someone who is suspected of shoplifting. What is the best approach to addressing theft? Have you thought about why or how you approach the issue of theft?x

Why would a retailer catch a shoplifter but then not prosecute them for the crime? There are several reasons a store owner may choose not to charge a shoplifter if they do catch them. 

  • When a shoplifter is caught and sent to jail or in some cases a citation to appear may be presented, the store manager or person who caught the shoplifter has to go to court. This can be a time-consuming prospect. There are jurisdictions where the person who filed a complaint or prosecuted a shoplifter will be prosecuted themselves if they fail to appear in court for a case. 
  • Some store owners will use the promise of not prosecuting a crook if the merchandise is returned. The owner is more interested in getting their product back than what happens to the thief.
  • There are managers who do not prosecute because they feel badly for the shoplifter. They believe that consideration of the person’s circumstances is an appropriate response to an offender. For example a person may say they shoplifted food because they are hungry or they stole clothes because they are homeless or needed them and could not afford to purchase them.
  • There are situations when a store manager takes age into consideration. The apprehended party may be (or claims to be) a juvenile giving an age that falls into that state’s age bracket for juveniles. The manager may feel they are doing a favor by not marring the youth’s future opportunities with a criminal record. A manager may also feel sympathy for an elderly person because of advanced age or possible mental deterioration.

Each of these decisions has some merit on their own. There is nothing wrong with feeling badly for a person or their circumstances. There can be some ramifications that result from releasing someone who has been caught shoplifting if you are not careful. 

     Consider what happens if you decide not to prosecute someone and they leave your store after you have detained them and they were to be injured. I am always especially cautious when the party is identified as a juvenile. Anytime you are dealing with a child you have to be careful. If you choose not to contact the police after stopping someone, even if you retrieve your merchandise what proof do you have that you recovered anything from that person? Is there a chance you could be falsely accused of unlawfully detaining that person? Even if you do recover merchandise and no issue transpires, without a police officer being present to hear you tell the person not to return there is no documentation of the incident. Nothing prevents that shoplifter from returning to your store again. 

     Catching and prosecuting shoplifters does carry its own risks and headaches. Sometimes there are just no easy solutions. One thing you have to be very cautious of is inconsistency. If you prosecute one person and not another person are you at risk of being sued for discrimination? Could someone say you gave preferential treatment based on age, race, gender or any other factor because it was learned you previously allowed a break to other people?

     If you are going to allow managers to stop people for shoplifting it is crucial that they have received quality training on how to do so safely and consistently. Be certain not to allow any behavior that would endanger your employees and do stress that they are allowed to make decisions based on how they feel about their own safety. If they believe a shopper is stealing but the person’s behavior is threatening or intimidating in some manner trust your managers to back off or if it is serious enough to contact police. 

     No one can tell you the best approach to dealing with shoplifters. Ultimately it is your decision to make. What I can say is that a store with a focus on customer service and a strong retail anti-theft strategy can deter the vast majority of shoplifting and eliminate the need for prosecuting shoplifters because they will leave the store empty-handed.  

Benefits of a Loss Prevention System

Most retailers in the United States end their fiscal year on December 31st. and begin the New year with a new budget, new goals, and new strategies to implement in their business.  

For the loss prevention team or management of the store, allocating sufficient funds to the prevention of shoplifting and security of their store begins anew.  If a store has not purchase a loss prevention system and the losses of the store are too many to ignore, the new year allows them to budget and purchase a system that will help them minimize their losses and prevent them from happening in the future.

Research has shown the budget for the prevention of shoplifting and loss prevention teams have been declining over the years with no plans to change it, while the problems associated with shoplifting, employee theft, internal clerical issues and lost merchandise continue to grow.  Every retail store has different problems associated with them, but shoplifting is a problem that is common for every one of them. 

Allocating enough funds to the prevention of theft in your store is vital. According to research purchasing a loss prevention system to help you minimize the losses in your store will return your investment within months. Reduction in merchandise losses, increase productivity, personnel reduction, and an increase in sales are some of the benefits associated with the purchase of a loss prevention system that will see more profits going to you.

Finding out what kind of loss prevention system your store requires will need the help of a seller that understands systems, training and prices. 

An EAS system can give the store an up to the minute understanding of what merchandise is in the store, what items have been sold, and what merchandise is missing. These systems can let you know up to the minute information about your store without having to do a physical count every time you need to know something about a specific item.  With an EAS or a point-of-sale (POS) system, information about the merchandise in your store is within your grasp within minutes.

Investing in technology that can help your management and loss prevention teams work effectively while minimizing cost will help your store succeed.  These systems not only offer help in deterring shoplifting but help you meet the needs of customers and their shopping habits.

Preventing shoplifting in your store with a loss prevention system is key to your success.

Sensormatic Systems Value

We just came back from a trip to Sensormatic Systems Head-Quarters in Boca Raton, Florida. What a fascinating, interesting and eye-opening experience. As anti-shoplifting systems are concerned, we clearly left with the knowledge that Sensormatic is the top of the line for value and quality. I have been in the field of Loss Prevention for over 35 years (I hate saying that, it makes me feel …. old). I rose to the top in a number of fine retail companies as the Director of Loss Prevention. I have had my own company now for many years. So, I have bought these systems as a Director and I now have the privilege of being a premier nationwide Sensormatic Dealer. For many years we sold another top brand. But it is very clear to me why Sensormatic is the world-wide leader. Let me throw out a few conclusions for you. 

Sensormatic invests a huge amount of money into testing. Not just making sure that systems ring the bell and flash the light. Testing is extensive. Research laboratories are used by Sensormatic Engineers to take something from an idea to a finished product. It starts with a team in design. They look at style and how it will impact the Retailer and their customers. Ergonomics are tested thoroughly. It is important that a retail employee can use a hand-held device for long periods of time with minimal fatigue. Drop tests are performed with high speed cameras to determine if devices will properly survive a fall with minimal damage and a low risk to the people around it. Stress tests are conducted on antenna systems to see how they will react to being bent until broken. Do the systems splinter? Does the electronics spark? 

Sensormatic is a massive company that operates on every continent, okay, well maybe not Antarctica.  Sensormatic Systems is part of Johnson Controls. And if you have not been hiding under a rock all your life know that Johnson Controls is one of the largest companies in the world with a serious reputation for quality and service in many fields. The Sensormatic division has that behind it. 

That is in addition to the testing of the antenna systems for detection of tags and labels. Sensormatic systems are tested and certified safe by the main testing agencies in the various countries all over the world. For example, in the United States Sensormatic systems are UL Certified among others. 

Sensormatic security systems are not going to be the cheapest. But it is like anything else you get what you pay for. However, the value runs deeper than just the highest quality commercial grade equipment that is made to last a very long time. These Acousto Magnetic (AM) systems perform much better than the competition for the price and much better than Radio Frequency (RF) systems. RF systems are very prone to false or phantom (no one nearby the system) alarms. Acousto Magnetic does not have that problem. This technology operates on a different frequency that is less prone to issues. Because of that we can easily get an 8 foot isle width. The very best RF can do is 6 feet.  

Acousto Magnetic technology has been around for over fifty years. It is proven and stable. Sensormatic brand hard tags and labels are very robust. The hard tags have clean, well “welded” seams that will not snag clothing. The genuine Sensormatic labels outperform any knock offs in both range and deactivation. Sensormatic security system deactivation performs at a very high level. When your cash/wrap associate kills the labels, it stays dead.  

So, the real question now is this: Are you going to go through all of the coming up year and again lose money, watching it walk out the door with shoplifters? Or are you going to fix the problem once and for all? Loss Prevention Systems’ proven process will significantly reduce your losses? All you have left to do now is contact us. 

Proper EAS Tagging Tips For Retailers

There’s no question about it electronic article surveillance (EAS) retail anti-theft devices work in every store they are used in. In fact they are so effective that according to the Sensormatic Global Retail Shrink Index, EAS is the most popular Loss Prevention and Asset Protection investment among retailers in the United States. 92.16% of retailers surveyed indicated they are investing in electronic article surveillance (pg. 45). Is it enough that EAS tags are used or is there more to making them an effective tool? 

     In order to get the most out of an electronic article surveillance system tags retailers should ensure they have effective tagging guidelines in place. It may not seem like it would make a big difference at first glance but the reality is a proper tagging program can make a theft prevention program stronger. Here is are some suggestions to consider as a guideline of where you should tag your merchandise: 

  • Keep visibility in mind. While hiding tags may seem like a good idea at first it can cause some problems for the retailer rather than a thief. Hidden hard tags may not be seen by a cashier and removed when a piece of clothing is purchased. That can cause an unnecessary EAS tower alarm and an embarrassing moment for your patron. A similar problem can occur with an EAS label if it is hidden. It may not deactivate properly at the point of sale and cause a false alarm. 
  • Location of tags is important to prevent concealment by a shoplifter. If a pair of pants is protected with a hard tag on the waistline it is not difficult to untuck a shirt and hide it. Keeping the placement where the tags are hard to cover improves the deterrent effect of the devices. 
  • Another thing to avoid is placing soft tags or labels on manufacturer hang tags if possible. I encourage retailers to place labels directly on merchandise packaging. For example a Sensormatic label is difficult to remove from a box of razor blades but if it is on a hang tag on a shirt sleeve a crook can pop the hang tag off and the label goes with it.  

So what do I suggest when it comes to tag placement? Here a few suggestions that I have found to be effective: 

  • When tagging pant or slacks a hard tag can be pinned through a seam near the knee. If that is a bit more work than you want to do, the next best solution would be a couple of inches above the cuff. Both solutions make it difficult to hide the tag and if the location is consistent on every pair of pants cahiers will be accustomed to looking for hard tags in the same place every time. 
  • If your store sells shoes people are going to want to try them on. I suggest tagging them through an eyelet. If there is no place to that a hard tag can be attached the next best solution would be a label on the bottom of the shoe. Tag both shoes as an extra precaution against shoplifting. 
  • Shirts should be tagged near the front of the neckline. The next best option would be the cuff of the shirt sleeve. The point is to keep the tags in as visible a location as possible. The problem with a cuff versus a neckline is that a cuff can be upturned and a tag hidden. Also when a tag is placed too close to the end of a cuff it is easier to make a small cut in the garment to remove a tag and repair it with a stitch or two. 
  •  Purses can be protected with a hard tag. If you are tagging purses the key to doing so efficiently and reducing customer distractions is to tag them as closely as possible to one place for all bags. Wallets may have an EAS label hidden inside because they are more difficult to tag with a hard tag. If this is the case for your store make sure cashiers are all aware of this and carefully placing the merchandise on the deactivation pads at checkout. 

These are the most common items of clothing and softlines merchandise to be protected. Hopefully the message you are reading is that the consistency of a tagging program is what matters. Do it properly and you will have minimal false alarms and customer distractions and the alarms that do go off will be real attempts to steal. When supervisors and employees respond to real alarms and fewer false alarms they will be more thorough in their receipt checks. That will result in more recovered dollars and less shortage for you. 

How Does Your Leadership Style Impact Your Store?

Leadership. It varies from person to person and company to company. As a business owner how you lead your team impacts the overall health and prosperity of your store. Does your team work for you and follow direction out of a feeling of obligation or fear? Do your employees do what they are told to do because of a concern that failing to do so could result in the loss of their job? If this is the feeling of the store associates they may not be doing more than the minimum to get their jobs done. This affects customer service and how employees interact with patrons. Poor service results in poor sales and inefficiency in operations. Leadership is as important as customer service and I would argue the two go hand in hand. I cannot think of a customer service driven business where the delivery of customer service thrived when the managers were loud, bossy or came across as distant.  

     Personally I have attempted to incorporate in my own management style a mix of a couple leadership influences. One is advocated by John Maxwell. The first book of his I read was, “The 21 Irrefutable Laws of Leadership”. In his book he lays out what he describes as 21 principles that apply to leaders. There were a couple of his points that I made a conscious effort to apply (some were already an integral part of who I am) when I was leading my Loss Prevention team, my freight unload/ stocking team and as a Manager on Duty. Two of the characteristics Mr. Maxwell lists, “The Law of Solid Ground” and “The Law of Empowerment” are dimensions I believe can make a major shift in how a store team functions. The first idea is that people have to trust their leader. As a leader do you follow through on commitments to your team? Do you treat every person equally and fairly and do you provide honest feedback even when it may be difficult? The second is that strong leaders are not afraid to give power to others. As you empower your team to make decisions you build their trust in you and you are developing them into leaders. This means you train your team, set expectations and as they are learning, you correct and provide recognition to them.  

     Another leadership style I embrace is servant leadership. This manager is the leader who leads by the example he/she sets. It is also a manager who invests in the development of others. I have incorporated this in the course of my careers. Rather than ask a team member to clean up after a child has been sick in the store I have done it myself. As a freight team manager I frequently came in on a day off to help my team unload a truck and push freight. It is the willingness of the leader to be seen doing the unpleasant tasks alongside the rest of the team. A 70 foot trailer gets awfully hot and humid in the south during the summer. When your team sees you willing to get in that trailer first and rotate others out to avoid exhaustion they are willing to work harder to get the tasks done. Servant leadership does not mean supervision does not take place or that discipline is not occurring. It only means that the manager/supervisor attempts to be empathetic to situations where discipline may be required. These leaders do not allow themselves to be doormats but do look at individual circumstances when the situation warrants it. Think about how an employee is likely to respond to this manager as opposed to the heavy-handed supervisor who gives orders and barks directions.  

     Leadership styles directly influence the way a business operates and how employees function on the job. Yes, you can be the owner and expect workers to do what you tell them to do, but it won’t foster a happy workforce. A leader who cares about the staff helps in their development and empowers them to make decisions will get far better results than the other leader. As customer service improves, productivity improves and the atmosphere of the building is one where shoppers enjoy spending time. It also creates a customer-focused climate where sales associates are actively engaging clients and that leads to a reduction in theft. Happy employees are also less likely to steal and that can impact up to 30% of where shortage traditionally takes place. 

     Evaluate your leadership style. Are you leading the way YOU would want to be led and are there adjustments you can make that can enhance nearly every aspect of your business? Leadership determines how successful your store can be. 

An Attitude Of Service Or Just An Attitude? Attitudes Affect Customer Service

This is going to seem a bit odd to some of you but I want to know if you have an attitude? Store owners, do you have an attitude? Store Managers, do you have an attitude? Has anyone taken a look at the attitude of their employees? EVERYONE has an attitude, the statement isn’t necessarily a negative it can be positive. The problem is we have grown accustomed to thinking of it with a negative connotation. Why is that? Because in some form or fashion we have adopted the idea that an “attitude” shows our independence or ability to be self-reliant regardless of what others think. At times it can be very course and abrasive to others. If that is your “attitude” how does that relate to your customers, or those who work for you? I would like you to consider for a moment that an “attitude” may look more like a chip-on-the shoulder than some sort of independence (in some cases if looks like a boulder more than a chip).

     An owner with a poor attitude makes the job more difficult for the managers who work for her or him. The “I’m the boss” temperament may be unstated but if that is how an owner thinks it can reflect into how they give direction and interact with their managers. It frequently means that no one else can have a better way of doing things and leads to a stale operation. I will also tell you that the negative attitude rolls downhill.  The way you interact with your managers will be reflected in how they interact with the store associates and they, in turn, have attitudes with the customers. I have seen it in action and I can tell you I have experienced it and have allowed it to impact my interactions with my team in spite of my best intentions. By the end of a workday, everyone leaves in a grouchy mood. 

     The attitude of the owner affects the attitude of the managers has a direct impact on your customers who don’t have to shop at your store. I happen to work for a company that has two stores in the immediate area. On more than one occasion we have heard comments from customers that they don’t like to go to the other store. They tell us the customer service is poor and the employees are not friendly. On the other hand the manager of the store where I work makes a point of telling the managers they are to do whatever they can to keep customers happy (within reason and without violating policies). Employees may get busy but they enjoy working for this manager. The atmosphere is welcoming and we make every effort to greet our customers and offer assistance when they walk into the building. I have gone into the other store and the climate is different. If a greeting is offered it is more of an obligatory hello that a genuine one.  

     What is the climate in your store? What do your managers and employees think about your management style? If you aren’t concerned think again. If your store employees are providing poor customer service to customers because of the treatment they receive it as a direct impact on sales and a direct impact on theft prevention. Shoplifters who have been interviewed have said that they target those stores where employees are unhappy. They don’t have to worry about someone trying to give them too much attention. If shoplifters aren’t receiving service, neither are your customers and that means no one is trying to sell let alone up-sell for a store. 

     Customer service starts with leadership. When the management team seeks to make the climate one where employees enjoy coming to work that attitude will be reflected in the interactions between workers and customers. Owners and managers cannot assume the team is happy. Truly anonymous employee surveys will help gauge what employees are thinking. They can also be a tool for seeking ideas about what employees might want to see done differently or an outlet for ways to improve. Happy employees make a world of difference. What is the climate in your world? Is everything great or is an attitude adjustment in order?