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Baggage Claim

Posted on 4/8/16 10:00 AM

As humans, we were born selfish. Our instinctual need to be the most important part of our own universe runs through all our veins, and rightfully so. Without “me” being the top priority in everything we do every single day, we would never survive. So, it should come as no surprise that our own life issues are carried with us at the top of our minds, everywhere we go- including work.

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Topics: employee theft, loss prevention, employee awareness, educate, Holiday Tips, customer service

We Should All Have The Disney Store Problem

Posted on 2/5/16 10:00 AM

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

Baggage Claim

Posted on 2/17/15 10:00 AM

As humans, we were born selfish. Our instinctual need to be the most important part of our own universe runs through all our veins, and rightfully so. Without “me” being the top priority in everything we do every single day, we would never survive. So, it should come as no surprise that our own life issues are carried with us at the top of our minds, everywhere we go- including work.

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Topics: employee theft, loss prevention, employee awareness, educate, Holiday Tips, customer service

Profits: Lost in the Surge

Posted on 1/13/15 12:49 PM

 

There is an old saying, “It’s not over til it’s over.” The holiday sales surge is a good time to keep that tenet in mind. 

If you are a sports fan, you may recall a celebratory disaster that involved Leon Lett a Dallas Cowboy’s defensive lineman. Mr Lett had the good fortune and skill to recover a fumble by the Buffalo Bills during the fourth quarter of Super Bowl XXVII. Ball in hand he took off for the end zone, another touchdown for the Dallas Cowboys almost guaranteed.

At about the ten yard line, however, Mr. Lett began his premature celebration, the football held out in one hand as he prepared his theatrical victory dance in the end zone. To his shock, dismay, and embarrassment, Buffalo Bill’s player, Don Beebe had chased him down and Beebe stripped the ball from Lett’s outstretched hand before he crossed the goal line. Celebration Canceled.

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Topics: loss prevention, policies and procedures, educate, Holiday Tips, customer service, Gift Card Fraud, Refund Fraud

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

Top 3 Worst Business Trends for Loss Prevention

Posted on 8/19/14 10:00 AM

1. Training Reduction - We live in an economy where cost cutting conversations have become more common than improvement discussions—unless of course you consider cost cuts as an improvement. Training departments and programs have moved from a staple to a luxury. But in saving the time and costs, we often sacrifice those hard-earned dollars we work so hard to earn. Industry experts estimate that nearly 15% of all losses are the result of error. Those estimates are becoming difficult to defend in an environment where companies loath spending any money on educating employees. The real problem is that without a solid foundation and the certainty that all the ships are moving in the right direction, the causes of our loss and declining profits become a large gray area. And the little mistakes can really add up. Transfers and shipments can be mis-processed, incorrect prices are rung through the register, waste or damages are mis-handled, and improper procedures open the door for breaches to our merchandise and money protection standards. Really, the only way to know the difference between an employee who doesn’t know versus one who doesn’t care is to ensure each has received the proper training and guidance on how to do things right.

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Topics: loss prevention awareness, policy development, loss prevention, employee awareness, policies and procedures, customer service, Compliance, Training

The High Risk Position

Posted on 5/27/14 12:45 PM

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Topics: preventing theft, loss prevention awareness, store operations, loss prevention program, employee theft, loss prevention, train employees, educate, customer service, career development

How to Train Employees to Help & Prevent Theft

Posted on 5/6/14 1:15 PM

 

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Topics: preventing theft, store operations, loss prevention, training and awareness, employee awareness, train employees, educate, customer service