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What Makes a Hero?
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Some people are called "heros" for chasing thieves. LP professionals and store associates sometimes chase shoplifters even though most retailers have policies restricting such pursuits.
The magazine's editor suggests LP executives review their pursuit and apprehension policies and educate associates both on the policy and the reasons behind the policy. To read Jack Trlica's editorial on the subject, click here.
Do you believe LP professionals should be allowed to pursue shoplifters or not and why?
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| Scott August 13, 2010, 9:34 pm |
Over the years I have had the privilege to work as a professional protecting my company from criminals and employee policy violators. Although I have been very successful I do not associate myself with being a Loss Prevention professional. The LP industry has mistakenly promoted an audit only better than we used to be persona for years and to me is really just a new name for an old management idea.
Retail industry managers have always had the idea that protecting the company and its employees from criminal behavior is hard, messy and unsafe work that cannot be done in a profitable way. They all promote that the hard core criminal element is too big to contact in a meaningful way and promote the concept it is more profitable to lock up merchandise to protect it. They believe that everyone who walks through the doors is going to steal so it is best to buy a gadget or new software program to identify it, track it and drive down the shrink numbers. So they abandon the past and hit the LP busy work rest button to change the industry identity. This change in identity has thrown the investigation people skills and the catch and contact elements of the profession under the LP bus of progress.
LP managers out there now meet this gadget driven, audit only expectation willingly. LP’s can now become board certified in the LP mission to impress their business managers. Because this is a real attainable and safe goal for a business minded LP professional. Get into the C-suite boys and girls and sit at the table that’s a real profession necessary to attract the smart college folks not by “playing cops and robbers”. Meanwhile as LP managers pat each other on the back for the most intrinsic application of the LP function core criminals have not changed and are still out there learning who is a soft target and who is a hard target. They will never have an identity crisis and are more than content with the current LP policies that include hands off policies, no pursuit policies, and weak return policies. Core criminals are a small element out there and they have the gamer mindset that can play this game all day long every day as the progressive LP managers rush to handle the recycling program in their companies to show that they can prevent and control loss.
Core criminals understand that they are in the people business and they have learned that current LP professionals are not. It is no wonder LP’s are currently struggling to understand the concept of the interview and interrogation process- it’s because it’s a people skill not a math equation and tragically because it can’t be properly measured for ROI -I predict it will be the next skill set that will be thrown under the LP bus of progress as it moves on to just identify, track and quantify losses.
I will close by saying I’m not alone. I’m certainly not stupid or unsafe and I will be here when the LP industry cycle comes full circle and find that they need someone who is a security minded professional to re-teach them the people side of the business that they are in, including theft detection and investigation, criminal apprehension and restraint, interview and interrogation and of course civil demand. Until then I will continue to learn and improve on what I have always done because both my local criminal element and I both know that I’m a professional in the people business. |
| Mario July 9, 2010, 10:12 pm |
| I've been LP for about 6 months, I kinda fell into by working for a big corporation and seeing the way to get a good full time job with benifits. I did not know what I was really getting into.... I think the no chase policy is a great one to a certain extent, meaning every stop is different. What I dont agree with is all othe policies to have before a stop and then to push you to stop shoplifter's. Its like there is a crap load of policies to stop you from stopping shoplifter's..!! Plus on top of that my life is not worth 9.00 an hour........I do what is asked of me and I do it with pride and then I go home. I'm not trying to get into police work just looking to provide for my family and go home. |
| Wayne Campbell June 14, 2010, 10:22 am |
No one in LP deserves the title of "hero," in my humble opinion. Heroes are not mired in the often mundane work that is loss prevention. Heroes fight for our freedoms. Heroes reach up to the stars or down into the depths of the ocean to expand human knowledge of our universe. Heroes are parents who go to work to support their spouses and children and to maybe have a week of vacation every year. Heroes don't blindly chase after some teenage idiot that stole a couple of CDs.
That being said, I have a tremendous amount of respect for the bulk of the LP community -- specifically those who find creative ways in which to DETER shoplifting (proactive) rather than place their associates in harm's way to recover merchandise (reactive).
Those programs (such as brandon's) that ask their personnel to risk their lives for some designer jeans are ... well ... irresponsible is the word that comes to mind to be respectful; STUPID is the word I want to say.
At any rate, thanks to all those who work hard at catching thieves by being smarter. You make life easier for those you work for ... and for the insurance companies as well! |
| brandon May 5, 2010, 4:29 am |
| I think that it is absolutely necessary and ok to pursue shoplifters unless you know they're armed or something crazy like that... I normally work with a partner so back up is usually there when i make a stop. I personally will chase someone down until i get them to the ground and get the stolen items back. Depending on the area your working and wether you have back up plays a big part in pursuing a shoplifter. Also if its a dollar stop then just let it go, they'll be back (job security by the way). But if were talking $100 plus then by all means do what you can to drag them back in the safest way possible. I stronlgy disagree with the pussy hands off no contact policies some retailers have. The team i currently work with has really done a good job at making it clear to shoplifters in the area that you do not want to steal from us or there is pretty bad consequences... When the dirt bags are hearing about they're other dirt bag friends getting they're ass kicked i would imagine they would think twice about ending up in the same situation. Maybe im wrong, i just feel overall that if you go hands on it sends out a good message. By all means be safe though when dealing with the dirt bags... |
| brandon May 5, 2010, 3:55 am |
| I've been doing LP for 56 different drug stores for about one year. I think that regardless if the company that you work for has a quota or not you should be averaging 15 to 25 per month if your a good LPO... My average right now is about 24 per month. I work mainly in the downtown seattle locations so there is lots of action and fights... I disagree that if you have to chase after someone you were never ready to apprehend them in the firdt place. There is many factors that come in to play. |
| Wanda Moore May 2, 2010, 6:08 pm |
| You can tell the people that have been in the business for a short period of time and the veterans that have made this a career. I myself have been in Loss Prevention/Assets Protection for over 24 years and plan to retire doing this. I am a professional and treat my job as such. When I started back in the early 80's all I wanted to do was chase and tackel every suspect that tried to run from me, Holy Cow do I have some stories I could tell. The one thing that I am truely grateful for is that I can sit here and tell those stories without having suffered any serious injuries. I commend the companies that enforce the no chase rule. What some of the other bloggers stated was that if you have to chase after a suspect then you were not ready to apprehend that person. I know that many of the young men and women who get into the business now are using it as a stepping stone to a police department, I sure did, but remeber you dont have to risk your life to prove anything to anyone. As a LP/AP detective your job is to apprehend or get the merchandise back and I do understand that some companies have a quota even if they say they dont, one company I worked for required a detective to catch 1 shoplifter for every 40 hours they worked. If you work for a company that condones aggressive apprehensions and quotas thats the wrong company for you. Take it from me, you dont have to be an aggressive bully to get the job done, your mannerisms and your posturing and the sound of your voice can do the job just as well. Good Luck to you all. |
| Quilpen February 18, 2010, 7:29 pm |
I have been in Loss Prevention for the last ten years and worked for three different companies with all enacting a "do not chase" or a "boundary" policy. I think each store on an individual basis must be examined to determine if what is being asked can be accomplished safely and that does not happen in all cases. The big problem with the "policy" I feel is not so much the physical boundary(s) placed on Loss Prevention for discontinuing a detention (i.e. Do not pursue.), but the step further that many companies have gone in threatening termination for use of force and removing the proper application of physical restraints to bring a situation under control.
This publication is filled with professionals who have dealt with others in our profession who were thrill-seekers or head-knockers and they are the reason for the "Do Not Touch" policy that has been adopted by many. I feel that proper screening and more in-depth training for Loss Prevention Associates and those who are newcomers must be the focus to ensure that situations are handled as safely as possible for the Loss Prevention Professional, the suspected thief, our customers, our employees and each company.
A very dangerous situation exists when a person is told to run from a bullet. I think that often the requirements placed on in-store Loss Prevention personnel is done so by those who have not physically done the job in a store in many years. "Policy Violations" are routinely quarterbacked from on high and of course, after the "bad decision" was made. Many of us know the rules whether they be not to chase or not to defend yourself, but many of us who have been around a long time also react to training from our tenure not a policy change. Questions? Comments? |
| Todd February 16, 2010, 3:59 pm |
| Recently, a Loss Prevention Associate was referred to as a "hero" by some for being killed while attempting to apprehend someone. This individual violated numerous policies which were in place to minimize the risk during apprehensions. Initially, the subjects he was attempting to apprehend escaped with the merchandise, so he risked and lost his life to personally achieve nothing. He not only gambled with his own safety, but his actions placed his employer at increased risk of liability, he placed the public at increased risk of injury, and he left his wife a widow and his children fatherless all for some merchandise which didn't even belong to him. Those people who have labeled this individual a hero shouldn't confuse courage with stupidity; honor with impulsiveness. This was not a heroic act, it was a foolish one. I have been doing Retail Loss Prevention for over two decades. I once believed it was "heroic" to take those risks and catch the shoplifter at any cost. I once worked for a Retailer who not only allowed but encouraged aggressive apprehension tatics. In my four and one-half years employment with them, I had over 650 apprehensions with very few who "got away", but I also was a visitor to the emergency room five times and still have pain years later as a result of those injuries. Ironically, that retailer who endorsed an aggressive campaign is experiencing serious financial difficulty and may soon be out of business. So, in the long run, what did I accomplish by having taken those chances except risking my health and life for a company for whom I no longer work and that may soon no longer even be in business. A real "hero" in the Loss Prevention field is the one who controls shrinkage within the parameters of their company's policies, makes the smart choice every time (even under pressure) and goes home safely to his family every night. |
| Eddie January 13, 2010, 12:33 am |
| I have been a LP detective for 10yrs for 2 diffrent companies i have to say that I do believe that LP detectives are heroes and that are job is very dangerous considering the way the economy is at this point. As far as liability i think that most companies force there detectives to make bad stops and the possible risk of getting injuried due to there outragous productivity standards. Which forces there detectives to take risks to keep there jobs. So i blame alot of these mistakes on the company's behalf. |
| Mark December 7, 2009, 4:10 pm |
| I have been in the retail Loss Prevention business for over 28 years. I know first hand that a no chase policy does benefit both the company and the LP officer. I have witnessed first hand both shoplifters and LP officers injured by running into fast moving objects …… SUCH AS VEHICLES! This is a huge liability! My thoughts are, if you are unable to apprehend before they leave the curb, you where not prepared to make that apprehension …. Just let it go. It is not worth your life or even the life of the shoplifter. I think that most LP’s and companies would agree. |
| I.W Salter December 1, 2009, 2:30 am |
To All:
I have been in Loss Prevention for around 12 years mostly Part Time . I can understand the no touch policy , in another sense , i beleive that the message needs to be sent that we will not tolerate this . I have to give my hat off to Walmart they can do what it takes and the message is Loud and Clear ,if you seal you will be arrested. I will like to see their shrink number after doing this . There a company in which im not saying has a shrink problem LP asking them to come where civil can be started and police called, and they runaway . What you wind up with is nothing and a message that is clear it ok to steal and run ...... Guys this Company will have shrink as far as external goes . It would only take a month of solid enforcement to see a big difference "ZERO " Lets get the bad boys and girls. Its our House
IW Salter |
| Kevin G. Smith October 23, 2009, 1:47 pm |
Having been in the retail security industry for the past 30 years I have dealt with this issue many times including going to too many funerals of employees who chased after thieves.
When I conduct a training session for both new hires and experienced employees I always ask why? Why would you go after someone who you don't know, who has just taken something that doesn't belong to you? I then ask them to think about the mentality of someone desperate enough to steal or rob and why they would feel comfortable enough to confront them. This discussion then turns serious and gets away from the 'hero' answers and mentality.
This topic is one of the most important issues facing retailers. Yes, ORC is rampant and internal theft is sucking many company's profits in today's bad economy, but having employees injured or killed is obliviously the most detrimental to any company. As LP professionals it is our responsibility to make this issue number one on our list of priorities. The 'hero' mentality can and should be prevented. |
| Dean Babineau October 17, 2009, 2:01 pm |
| I hope that your readers and our fellow professionals feel that you couldn't be more accurate in your statements. I was with a large home improvement retailer as a LP Investigator, focussed on external theft and then later as a LP Manager, managing investigators and conducting internal investigations. In my short three years in retail LP, I left for a public sector fire department position, it was very clear to me that the LP management team cared more about the safety of the team than the apprehension of shoplifters. This was one of the reasons that I believed in the company and still today reflect on my time with them knowing that they are a model for the retail industry. Some of the younger "cop wannabee's" want to pursue shoplifters and risk it all for a $30 saw blade, but for what? Glory, a pat on the back, observe and make notes, the criminals will be back. Patience will be rewarded. Mr. Trilica I applaud your stand on this topic and hope other will agree. |
| Charlie Maier October 12, 2009, 10:45 am |
100% in agreement with you, Ken and Jim. We teach a simple rule to both the LP staff and store associates when it comes to chasing suspects " There is no amount of money or property worth your personal safety or the safety of our customers. If the suspects run or resist, let them go "
As a former police officer, we used to give the same message to women who are potential purse snatching victims. During the training sessions, we would ask them to open their purse, look inside and then have them tell us what in the purse is worth their life or safety? The only answer we ever received was
" Nothing "
We shouldn't need our Legal Departments to tell us not to chase. Common sense is the winner here. |
| Ken Bierschbach October 9, 2009, 10:07 am |
| I couldn't agree more with the views expressed in the editorial. We regularly advise employees that Loss Prevention personnel are the only folks authorized to make apprehensions. Yet we also regularly encounter situations as described in the editorial, some of which result in injury and all of which compromise safety. It seems nearly impossible, however, to sway public opinion when these stories hit the news. Terminating employment for an individual who to all outside views is going above and beyond to “protect the company” will virtually always be looked upon negatively. It’s a “good guy,” “bad guy” mentality and when the “good guy” gets punished it leaves a bad taste in the public’s mouth. I also think it’s a very basic human reaction to feel the need to intervene when someone is stealing right in front of you, regardless of the rules. Awareness, training and consequences are certainly all vital, but we’re fighting something far more primal when these situations occur, and it’s an uphill battle to circumvent human hard-wiring. |
| Jim O'Connor October 8, 2009, 3:16 pm |
Moving away from defining a "hero" for a moment and keeping the focus on what is commonly referred to as a no chase policy, defining or re-defining retail loss prevention should lead us to correct answer. Should we "allow" employees to chase shoplifters or any other person involved in illegal activities in our buildings. I believe the answer is pretty clear as long as we (the Loss Prevention profession) understand our priorities. Having been around a while I may be "old school" but I have always believed one of my main responsibilities first and foremost is geared toward the safety of our employees. Our employees differentiate us from our competitors. Our employees make us what we are. As a great retail organization, we expect our employees to approach every customer and ensure each and every customer leaves satisfied. We maintain the belief everyone in our organization is a retailer and a merchant. We maintain the belief that we must put in place those procedures/policies that allow our sales associates to effectively do their jobs and at the same time, feel safe when they are in the conduct of their responsibilities. It is my job to create a safe and educated environment.
In the examples you gave, those well intentioned people fell prey to what I refer to as a Clark Kent mentality. We run headlong into the crisis without first thinking of the consequences. Not just consequences for us, but for all involved. We jump into action! It's our duty! Adrenalin flowing. The "chase" begins when we respond inappropriately, we respond because we are unable to think clearly by allowing our emotions to rule. Someone walking down the street notices flame coming from the second story window, what is every Joe's reaction? Here comes Clark Kent! We run into the home with good intention. But good intentions don't always produce good results. How many people have been praised as a hero in these situations, in the obituaries? There isn't a fireman out there who would tell you they run willy nilly into a home to save someone. They have the knowledge, skill and training to react appropriately.
We teach our associates how to react to situations that they may not have the knowledge, skill or experience to deal with. We teach them how to react in a crisis. We teach them to react to situations they normally don't see or may be naive about. In the absurd, would I expect my associate to immediately pull out a scalpel and begin surgical procedures because a customer suffers a hear attack in my store? Any intelligent individual would immediately dial 911 and wait for a response from those who are trained and have the skill to react appropriately. You might give CPR if you are so trained. Bringing someone back to life is (in my opinion) the definition of a hero. But, candidly CPR is triage. Teaching our associates to "triage a crisis" will lead to a safe and prudent response.
Do we have thieves, absolutely. Do we catch thieves, absolutely. Do we have people run out doors with expensive product, absolutely. Do we try to stop thieves from stealing from us, absolutely. We all know prevention isn't just the responsibility of the LP team. But, apprehension is. None of us want to see someone run out of our store, our building, our "home" without a response. But, it must be the right reaction and the right response.
Definition of a hero? In my opinion it is not the person who runs down the street, putting his life and the lives of other in danger, for the thrill of the chase. Sometimes those situations turn out with a glorious ending, many times they don't. Tell the widows of the LP professionals who have died running after shoplifters, it was worth it! My hero's are the LP professionals who work diligently to teach their employees how to properly respond to crisis.
Re-define your LP efforts. Re-define your LP team responsibilities. Educate, teach and train your employees to triage a crisis so that they have the skills required to react and respond in a safe and prudent manner. |
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