Store Loss Prevention Culture

Submitted by Robert Martin
Corporate Regional Investigator, Bonton Stores Inc.

July 9, 2012

Our industry in Loss Prevention is being pressed more and more to rely on our store personnel to carry out and be mindful of the Loss Prevention effort while maintaining a culture of customer service. Simple answer; combine the two. It's efficient and effective. In house programs that promote Loss Prevention culture and customer service culture into one single effort are as important as any Loss Prevention function. The difficulty is in "buy in" from each store associate and manager. By explaining the benefits of sales and preventing loss leading to increased profits resulting in pay increases, promotional opportunities, merit bonuses and a positive work environment can introduce and instill a customer service/Loss Prevention environment in each individual store. The Key- Continuous reinforcement for a period of at least 13 weeks of consistent behavior to establish the culture. Once a culture has been instilled it will be maintained. It's a win/win for sales and saving. Establish awards on a daily, weekly, monthly, quarterly and annual basis for maintaining the culture and your company succeeds! Working together is the key to success.