Yes, it’s true, we sell Checkpoint Systems and Alpha High Theft Solutions. However, equipment is not the total solution to the shoplifting problem. The total solution is a package deal. You have to combine equipment with effective customer service techniques. The retailer who forgets this, stands to spend a lot of money and not fully solve their shoplifting problem. That is one of the reasons we include extensive anti-shoplifting training for our customers (OK that was a shameless plug).
How can you use customer service to prevent shoplifting? Shoplifters must have some privacy to steal. This applies to all shoplifters’ – impulse, amateur and professionals. Therefore shoplifters tend to shun your attempts to service them. So become even more resolute in your customer service. It is a no loose scenario. Good customers love customer service. It is one of the reasons they shop with you over a big box store where customer service is someone who knows absolutely nothing about the products. You and your staff do. Lavish the attention on them.
But, and there always seems to be an exception, many shoplifters are just as determined. So try throwing in a few other customer service techniques. If you see or suspect that a “customer” has concealed say a blouse, ask them if they would like to see a scarf to go with the blouse. Think about what happens in their mind when you ask this question. A legitimate customer that actually put the blouse back on the rack (and you did not see that) is not thinking about theft. They are experiencing retail therapy. Their mind will think, “oh I was, am looking at blouses and this retailer is helping me….very cool!”
The shoplifter on the other hand experiences something else completely. They interpret that as you saw them conceal the blouse. In many cases they will simply pull it back out and hand it over. Personally I would try to then insist that they buy it as it does match their eyes, hair color, complexion or even the new shinny bracelets the nice Police Office is happy to supply. I mean, if they wanted it that bad anyway and the fact that we retailers are all those evil money grubbing capitalists then why not get a sale out of it. However, at this point I would think cash is the only payment option I would offer.
The fact is you can use this technique regardless of your type of retail goods. So if this works soooo well Mr. Bregar then why do I need you and that Checkpoint and Alpha stuff? The equipment is there for when your staff to customer ratio is way off during those busy times when you cannot be everywhere. The shoplifters know this. The Checkpoint System, Checkpoint labels and tags and Alpha products take up the slack. They are on duty 24/7. No sick days, time off, vacation, looking the other way…
Would you like a list of customer service anti-shoplifting techniques? Contact me, Bill Bregar at 1 770 426 0547 and I will be happy to send you one, free of charge, no strings attached. Heck, even the call is toll free so no more excuses or whining. Like an old (sorry Fritz) but very wise boss once told me, just “do it”.
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