LP Magazine

SEP-OCT 2018

LP magazine publishes articles for loss prevention, asset protection, and retail professionals covering shrinkage, investigations, shoplifting, internal theft, fraud, technology, best practices, and career development.

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32 SEPTEMBER–OCTOBER | LOSSPREVENTIONMEDIA.COM INTERVIEW for what has been an exciting career. I have always felt loved and appreciated here, and so I thank them for that, from the top down. EDITOR: Throughout your career, what accomplishments have made you the mostproud? MCINTOSH: I'm going to use some Bloomingdale's examples because I think they're the most relevant in today's world and in the changes we've all been through. We use a training and awareness platform at Bloomingdale's that we partner with a company called Axonify. We call our program Next Generation of Asset Protection Training. An associate will log onto the register in the morning as they're clocking in, and then we'll ask them to participate in a training process that they'll do through the point-of-sale. So we're able to train them on safety, asset protection, and shortage control issues, and we've added in sales and service as well as new-hire onboarding. With this amazing tool, we've been able to really change the culture of the organization and how we approach training here at Bloomingdale's. I have always taken the traditional approach to awareness, such as putting up a poster in the hallway where the associates came in. Well, nobody was really stopping to read it, so you never really knew who was getting the loss prevention or safety message. Were they understanding it? Were they able to go out and change behaviors and either participate in shortage reduction or make the environment safer? So we tied that into our awareness program that we called Loop, and our tagline was "Keeping You in the Loop." And we certainly have had a couple of great awareness campaigns that worked in synergy with our next-generation training platform to really drive the message and awareness. We're at a point now where we have about 70 percent of our associates participating on a regular basis in our awareness program. And I could tell you down to the specific associate who is getting the message and whether we are changing their behavior today. That's one of the things that I'm very happy about. Another achievement is the way we approach active-shooter training in our environment. We have a process where we train twice a year. We want everybody to understand that this is not just a Bloomingdale's lesson; this is a life lesson. We want you to be aware of your surroundings; we want you to know how to react if you're faced with an active shooter event so that you're better prepared. I think our associates are better trained than most today simply because we have this structured process, and we test it a couple of times a year. EDITOR: I know companies do that training in hopes that they never have to use it. Has Bloomingdale's or Macy's had to use that training? MCINTOSH: We have had to use the training at Bloomingdale's. It The retail environment today is very interesting in that we have four generations working in our department store. Your approach to education and awareness has to be one that will get through to all four generations, so it's an incredible challenge. Getting people involved, certainly from a dishonest employee standpoint, is still the most effective way to curtail that activity in your environment. continued from page 31

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