Solink: How do prevent employees from taking extra breaks?
Herbert: Managing employee breaks has always been a challenge for companies regardless of size. I have a few techniques that have been effectively implemented.
1. Make sure that you have a clear policy regarding lunches and breaks. Clarity is always the first step. Be sure your staff is aware of acceptable break times, lengths, and permissible activities. This will be appreciated by both employees and managers alike. Being upfront about breaks during the hiring process will weed out undesirable employees before they even have a chance to break the rules.
2. Engage managers to help enforce the rules. Your managers are responsible for clearly and consistently reinforcing expectations. This applies to everything but especially employee performance issues such as breaks. Managers will need to practice reinforcing expectations, so schedule training to prepare them.
This makes the associate responsible and accountable for maintaining proper break times. Set a routine and be consistent in enforcing it.
Try using this script when an employee goes on break:
“Are you going on break? What time do you have? Come see me in an hour when you get back, please.”
Now, this is all well and good for compliant employees, but what about employees who consistently take too long on break or take multiple, unauthorized breaks per day? The key is to be direct, but not accusatory. Try something like:
“Didn’t you already take a break at 2pm? Are you aware of our employee break policy?”
Thank you for your question!
S: What should you do if you catch someone stealing from your store?
H: I understand the desire to chase someone down but, whatever you do, DON’T CHASE THEM! Stuff can be replaced, you can’t. Value yourself more than your goods and do not pursue beyond your doors.
This doesn’t mean you’re helpless in the event someone does grab something off your sales floor and runs. There are several things you can do from inside your store.
- Get a description of the person. If your store faces outside and they got into a vehicle, try to get the vehicle type and plate number.
- Contact law enforcement and stay on the premises to speak with them when they arrive.
- Identify what was taken and its cost.
- Secure video of the event. Your security system is of great help to this, of course, but you may have witnesses in the store. Remember, nearly everyone has a video camera in their pocket at all times.
So called “snatch and grab” shoplifters target multiple retailers at once and are caught far more often than you would think. In most cases where a thief is not caught or prosecuted, it’s due to shop owners not following the above steps. Make sure you document losses, secure video, and report to the police. Failure to follow these simple steps can make prosecution or investigation nearly impossible.
S: Which items are the most likely to be shoplifted?
H: Unfortunately, electronics stores are a target rich environment and the vast majority of the inventory is attractive to both individual street level thieves and organized retail crime groups. I can, however, suggest the implementation of the following risk hierarchy as a general guideline based on my experience with a major international retailer.
Top items targeted by shoplifters
- Video games, both new releases and popular titles. These are expensive and compact, making them easy to move. Many retailers have empty cases on shelves with the real product in the backroom or behind the counter. Consider this is if you’re seeing a lot of lost product in this category.
- Gaming accessories like consoles, controllers, etc. Gaming consoles are much larger than the games they play and their presence on the floor should be limited to empty boxes. Controllers and cables, on the other hand, are more tempting targets for “snatch and grab” thieves. Have solid anti-theft devices in place, like inventory control stickers, to notify you when one of these items is removed.
- Laptops and tablets. It can be beneficial for your store to have these items on display for customers to demo. Consider purchasing secure stands for tablets and locked cables for laptops. Many of these items also come with built-in chargers, giving you the added bonus of a security system that also provides a benefit for your customers.
- Audio devices like headphones, earbuds, bluetooth speakers. Headphones are especially easy to move: just get them out of the package and slip them around your neck. Thieves are looking for gaps in camera coverage and will exploit these to cut out inventory control tags and remove packaging.
- Cell phone accessories, particularly Samsung and Apple. As I discussed in my article 4 Tips To Organize A Retail or Restaurant Safe, smartphones are not the fat targets for theft you’d think they are. Phones are easy to “brick,” or disable, remotely which makes them difficult to move. Phone accessories, on the other hand, can be prime targets. Skins, cases, chargers: there is a whole cottage industry around smartphones. While these may be low on the risk hierarchy, you should keep an eye on them nonetheless.
S: What do you do if you suspect an employee is stealing from their coworkers in the backroom?
H: This is a very delicate subject and unfortunately there’s no easy answer. Bottom line, you can’t be sure, and you don’t want to ruin your reputation by unfairly accusing the wrong person. Let me suggest that you review my post on 7 tips to talking to your staff about employee theft. I think that you will find it helpful and ultimately your team will help in validating the responsible person or persons.