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Rewind 2014 Is Here!

Posted on 12/16/14 11:05 AM

A Look Back on Loss Prevention in 2014

With just eleven selling days left in this holiday season, we figured that there might be less time or energy for absorbing new ideas. So this week we are providing a recap and links to some of this year’s favorite blog topics.

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Topics: policies and procedures, Loss Prevention program and development, Audits and Investigations

Just in Time for the Holiday Season

Posted on 12/9/14 9:27 AM

During the holiday season, it is a common misconception that your company's loss prevention program has to be greatly altered; in fact, it only requires a few "extras" to make certain that everyone is a little more aware and prepared to prevent potential loss.

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Topics: Holiday Tips

Give Thanks

Posted on 11/26/14 12:50 PM

Thanksgiving is a day when family and friends gather together to break bread and give thanks for the blessing of the harvest of the preceding year. LPI wishes you and your families a safe, happy and healthy Thanksgiving holiday. We are thankful for friends and followers like you.

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Topics: LP Innovations

Multi-Tasking… is it a good thing or a bad thing?

Posted on 11/20/14 10:20 AM

Recently I attended a webinar offering tips on how to perform a certain task better.  The main tip was to make sure to be completely focused on the task and reduce all possible distractions during the time you are performing it.  The presenter mentioned that when someone states that ‘multi-tasking’ is one of their strengths, she is not impressed.

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Topics: career development

Denial: A Cure for Crime and Everything that Ails You

Posted on 11/13/14 12:38 PM

A man walks into the doctor’s office and the doctor inquires, “what’s the problem?”

“It’s my arm, doc. It hurts when I move it.”

The doctor considers the issue for a moment and then responds, “well don’t move it.”

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Topics: loss prevention, Retail, Victim

How Bluetracs is Changing the ORC Game

Posted on 11/4/14 10:30 AM

“Back in the day” I was standing in a Marshalls store watching the installation of an EAS system. I remember the excitement and the potential it represented. Finally, a device that could watch shoplifters since we couldn’t watch them all. It was a game changer and within the first few weeks we were racking up the apprehensions—kids, moms, doctors. The missing link appeared shortly after with the arrival of the “soft” tag. Now everything and anything could be tagged and protected. It was a great mouse trap…until the mice got smarter.

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Topics: loss prevention, BlueTracs, Shoplifting, ORC, Organized Retail Crime, Tracking

Security Surveys - Offense from a Strong Defense

Posted on 10/28/14 11:00 AM

Compliance inspections and audits are usually the first casualty to the holiday season. On the surface it makes sense that with higher traffic, a drive for sales, and the need for high transactional velocity we put aside anything that slows down the process. The conundrum is that we need a sharp focus on the time period that is often 40% of our sales year, but that large chunk also means protection of those profits is even more critical. If the seasons were piles of money, which would we protect with more diligence—the summer pile or the holiday pile?

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Topics: policy development, Audits and Investigations, Holiday Tips, Compliance

We Should All Have this Disney Store Problem

Posted on 10/21/14 12:00 PM

If your business is Main Street, customer or guest service is one of the pillars in your market share strategy. Some companies map out a coherent, action-filled process and practice to achieve their customer service goals. Some companies just take a “fluff” approach. Social scientists have, of course, studied the employee-customer interaction experience and measured every aspect that is remotely measurable. The results are clear. Positive interactions result in customers spending more time in-store, spending more money, buying more add-ons, and making future returns to shop again. 
Unfortunately, customer experience shops (e.g. Mystery shops) often demonstrate that regardless of policy or process, the experience hinges on the individual employee…and sometimes what kind of day they are having or how busy they might be. So while the “customer experience” remains critical, the execution isn’t always consistent. The problem isn’t process and it’s not driven by a lack of commitment at the top level. The problem with customer service is more the battle between theory and practice. In theory leadership fully supports a positive experience, but in practice we do a really good job of making it second to just about every other task a store faces. In doing so, we send a conflicting message—deliver an exceptional experience, but also get all this other stuff done. Since the “stuff” is more easily and quickly measured it becomes the real employee priority. 
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Topics: Mystery Shopping, customer service

Temporary and Seasonal Locations – Shrink Sink Holes?

Posted on 10/15/14 9:25 AM

Temporary and Seasonal locations appear almost everywhere there is vacant space. From shopping centers to malls, retailers range each year from the ultimate Halloween destination to Christmas calendar shops. These stores are a retail trend that has been gaining momentum as appropriate real estate is more readily available with favorable pricing and leasing commitments. Retailers are looking more and more to temporary locations to test new markets, new concepts or for the old standby, seasonal locations. 

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Topics: loss prevention, employee awareness, Holiday Tips, Seasonal and Temp Stores

Demystifying the Mystery Shop

Posted on 10/7/14 10:43 AM

Some refer to themselves as mystery shoppers, secret shoppers or even undercover agents. The fact of the matter is, “mystery shopping” is about monitoring the quality of employee interaction through the eyes of the customer. The results provide a snapshot in time to give retailers/grocers/restaurant owners an understanding of their strengths and weaknesses.

An estimated 2.5 million mystery shoppers serve as the eyes and ears for those clients in an effort to enhance the customer experience and in some instances determine adherence to the client’s policies and procedures. Many times, the information collected during mystery shopping programs is used to help the client improve training programs, better articulate expectations they have of their staff, and otherwise improve the ways in which the client serves its customers.

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Topics: Mystery Shopping

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