Posts Tagged ‘talk’

Shoplifter: The New Kids

October 18, 2010

“Folded clothes will eventually be touched;
But buying customers are here right now.”

I might have been schooled today by young shoplifters who unknowingly played the stealing game better than I. For one, we’re having a big visit tomorrow, so many people were spending time folding–yet, as big managers have said before, “I don’t care if the store looks like a tornado hit, if there are customers, and you make money, I’m happy.” Who cares if you folded the entire store beautifully, if you spent the entire day ignoring customers? Seriously, I was working my butt off today, trying to make money–our store has been having trouble, people have been losing hours, and yet the people who could be helping coworkers earn more hours are just standing around folding.

This struck a huge chord once I realized there were shoplifters. One of the new coworkers later said, “Oh, I said hi to them.” AND? No announcement of their arrival? Not a care to keep an eye on them and treat them like customers? Shoplifters and thieves have a hard time stealing if there is actual customer service going on around them. I was amazed when I saw them casually walking in the back of the store with their bags full and they were smiling and having fun. Why? Because no one was around them, at all. I rushed by, because I was helping several customers at one time, and said on the walkie-talkie, “THERE ARE SHOPLIFTERS IN THE STORE! They are obviously enjoying themselves, because their bags are full!” Everyone else sprung to action, because they saw who I saw, and instantly recognized them as shoplifters. As I’ve said, it’s sad when shoplifters look like shoplifters. Even worse, there were four of them!

I tried to finish with my customers, but I was burdened with too many, while trying to keep an eye on these shoplifters–even though I’m not trained to deal with them, I’m expected to deal with them. So I’m searching for a bag to get the price, seeing three coworkers at the cash register as I groan to myself. I walk by the shoplifters swearing, saying I’m looking for a bag–which ironically, I know they picked up one of our bags and filled it with clothes. They started to talk to me, saying, “Whoa, you just swore!” I talked to them about ‘the bag’ and refused to leave the area they were in–it was quite obvious they wanted the clothes in the front of the store.

Eventually, I had to move. No one was helping me deal with them, and I actually had customers waiting for me in the fitting room. This always irritates me to no end. As I turn to walk away, they leave, with the bag. Here, they were in a win-win situation. There was no tag on the outside of the bag–they are inside–so I couldn’t say, “Hey, that’s our bag!” They can just say, “I already bought it!” Nor can I legally look into their bag, even if it beeped when they left–although, it didn’t beep because these bags had no sensors on them, nor did the clothes they stole have sensors. I was in a helpless position, and all I could do was stop them from stealing more clothes. Instead, I grabbed all the bags of the same type and put sensors on them immediately.

I then had to leave for my lunch break. In that time, they actually returned twice–with us communicating to all the other stores nearby that these people are shoplifters. I was amused to hear, they came and tried to steal something, but they beeped at the door. Later, I found they tried to steal another one of my bags, but threw it in a corner when it beeped. At least I saved that bag. It just becomes tiresome when I have to deal with these shoplifters, and work hard to sell to customers, while I have to watch other people walking around ignoring customers, folding, and generally not carrying the weight of their own paychecks. Retail is killing me.

Advertisements

Shoplifter Exam: What Doesn’t Belong?

June 5, 2010

Here is an exam to test your ability to spot shoplifters, by naming the multiple things these people did wrong:

I am standing at the front door greeting. I am very loud, and I also throw my voice–which is useful when I target ears. Haha. So I greet a couple that walks in, and I get no response–not even the look-away, where I’m purposely ignored (A). They stop and look at each other, speaking with eyes (B). The man and woman are very clean-looking, dressed slightly stylish (C). The man is wearing dark shades, and he lifts his hand to give her the bag he’s holding. She’s initially hesitant, but takes it (D). The bag is a large, huge, titanic surf-store bag which is very much empty; at best, it holds a few shirts (E). They continue to ignore me as I approach them and greet them again (F).

As the woman walks away, she passes someone who grazes the large surf-bag; she turns with a face full of anger, glaring at the other person (G). They go to the women’s department, and immediately find the first corner they can, between a table and a wall–there is little visibility here (H). I greet another customer, and continue to talk to this person as I pass from behind the couple to in front of them–they have already grabbed denim shorts and are holding it (I). I continue to speak, but there is actually no one else there–I’m talking to myself (J). My fake conversation takes me right next to the couple, as I point out clothes they are looking at; they have yet to acknowledge my presence (K). I also help a woman in that area, keeping myself there longer.

By this time, I have a coworker who can see them, but they cannot see her. I move with my back turned obviously, so they have time to look at me, and try to steal something while my coworker is watching (L). Then I turn around and continue helping people who aren’t there. The couple is intent on examining the denim shorts inside and out, down to the minutest details–literally–then they put it down and both leave (M). Nothing is stolen.

So, what were their mistakes?
A) Being ignored attracts attention, but it does not mean suspicion.
B) If you do ignore me when I speak English, yet you do not speak a foreign language to each other while trying to communicate–you do begin to arouse suspicion.
C) Nothing wrong here.
D) The awkward exchange with no speaking does arouse suspicion, but only slightly begging, “Why don’t you just say, ‘Take the bag’?”
E) The huge bag was the first, dead giveaway. The fact this bag is not even filled with enough clothes to merit a bag that size is also a giveaway.
F) The second time I am ignored is important, as they have aroused suspicion, even foreign language speakers cannot pretend to ignore me when I get this close and loud. Thus, they are trying to avoid detection acting invisible, yet making themselves glaringly obvious.
G) Her surprise, showed a highly defensive nature toward a bag which was not even filled with anything. Using the sunlight outside, I could only see a few shirts in there. Her surprise was a second huge giveaway. Plus, this isn’t a high-end shopping bag.

H) The important part here is they go to the women’s side, but in (D) he gave his bag away–generally, the woman gives her bag to the man when she shops in the women’s department. When couples shop together in the women’s department, men also carry the bag, because women to the shopping. Secondly, yes, the tight corner with little visibility is another giveaway as it is the best spot to steal.
I) In itself, no suspicion here.
J) They are trying very hard to be invisible, which means they will only look at me when they are prepared to steal.
K) By this time, even the most hard-headed of customers make eye-contact with me. So yes, it is suspicious.
L) My coworker wasn’t trained in the Art of War in Retail, so she didn’t get my hint I gave her, because I gave them 180-degrees of freedom behind my back. As they could not see her, but she could see them, it was a good opportunity to catch them stealing–but they didn’t know when I’d turn around, so that is also a deterrent.
M) Their examination of the shorts is excruciating. They spent too much time looking at it, and also examining the lining on the inside, which was actually where we place hard sensors. Their remarkable interest in the seam was lame and boring and far too long, they were obviously waiting for me to leave so they could steal. When I did not leave, they left instead.

I had wanted a better challenge than this, within the first five seconds they already gave themselves away as shoplifters and dug themselves deeper and deeper. You need to do a balance of normal customer and rude customer in order to steal properly–if you offend a salesperson, you have a better chance of making them go away. Think about it. Ignoring someone is not nearly as effective. Trust me.