May 23, 2011
George and Frank Luciano of Civil Demand Associates, Inc.
A Father & Son Story
Putting the retailers
brand 1st with compassion & respect
In 1986, on my first trip to Los
Angeles, I found myself in George Luciano's office when he was the
Vice President of Loss Prevention for Zody's, a now defunct
retailer. Having just started our search business three years
earlier and not having a lot of these types of meetings under my
belt, I was a little nervous. After all, George was a well-known
industry leader that knew everyone, including my father who had been
in the LP industry as well for 30 years. With that pressure and
being a young upstart, I was absolutely elated to find an industry
leader who was so engaging, open and gracious that, to this day,
that meeting stands out in my memory.
This man took the time to meet with virtually an unknown headhunter
at the time and share his thoughts, his vision and his genuine
passion for the industry. And that's where I first learned about
his passion for the contribution that a civil demand program can
make to an LP program and the impact it can have on a retailer.
Little did I know at the time that George Luciano was becoming one
of the pioneers of an industry that has become a significant
contributor to the retail industry's ability to legitimately recoup
their cost, generate revenue and reduce shrink all in one
In the 80's, George was a consultant with Civil Demand Associates and, in 1990, became part owner. George early on engrained his sense of
passion and integrity into the fabric of the company and, in 1988, they hired his son, Frank Luciano. With the apple not falling far
from the tree, Frank brought the same passion and integrity and
started off doing every job imaginable and earning his stripes while
under the watchful eye of his father -- something this writer can
attest to as being a double-edged sword.
With the first question from virtually every retailer in the
beginning being how's your Dad, and understanding the impact he
could have on his father's reputation, Frank quickly became a subject
matter expert in the business. This professional and personal
necessity coupled with George's leadership, knowledge and network
enabled Frank to start building his own reputation and, quite frankly,
helped lead to Frank becoming one of the industry's national
experts on civil demand today.
As the first independent company to offer this service to the retail
industry, Frank has managed it over the last 23 years with an
emphasis on listening to the industry and being committed to
constantly improving performance and enhancing recoveries.
Understanding their value proposition, Frank has led their seamless
integration efforts by building interfaces for the various case
management systems in the industry and being actively involved in
numerous state legislative efforts regarding civil recovery
Their commitment to the industry goes beyond the function and
extends, similar to extended family relationships, to their family
of clients. Insofar as protecting their clients' brand and
representing it both professionally and compassionately by handling
each case -- each call with respect and with the understanding that
they have an obligation to take care of their clients' customers.
While oftentimes they're dealing with the nation's youth they
realize, once again, that it's all about family and, while they have a
job to do, it's also about helping kids and working with parents.
With over 150 clients, this firm has added value to the industry and
their guiding three principles -- is it good for the industry? -- is
it good for the company? -- and is it good for the people? -- exemplifies their long history and success and shows their core