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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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| 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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