LP Magazine

NOV-DEC 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.

Issue link: http://digital.lpportal.com/i/1053401

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Page 22 of 85

Hartman sees a grassroots, bottom-up approach as the best path forward for loss prevention. "Theft undercuts the mission to help those in need. I'm focusing on trying to remind employees that every donated item is designed to help people overcome challenges," he said. "We're really trying to drive that emotional connection between our donations and our mission." Included in its culture change initiative are employee awareness campaigns and a tip hotline, so employees have an avenue for reporting suspicions of theft. "That was something I saw that could be more active, and it's something that I've had success with in the past." He is also visiting stores and conducting focus groups with employees to offer them an opportunity to share concerns, frustrations, and ideas. His goal is to help the new campaign gain traction. "We're trying to form partnerships with employees by being responsive to their concerns and having associates feel that they have a voice and an impact on the program. We're asking them right out of the gate, 'What are your frustrations? What can LP do to get your buy in?'" Without some other traditional LP tools, such as EAS, employee engagement becomes even more central to LP strategy, suggested Hartman. "My goal is to work with retail store employees on providing great customer service, which will help us protect assets and also drive sales," he said. "We're trying to get there through awareness and by getting workers to take great pride in their work." Knowing that some employees may be tempted regardless, the organization has controls to prevent theft of higher-end items, which are typically sent to a central facility. There, merchandise is kept under lock and key until it is sold through its e-commerce platform, where it typically fetches a higher price. "There is always a risk of theft, so we are sure that work is very well supervised," said Hartman. "But if someone is thinking about taking jewelry or something like that, we want to get them to think about the lives they're going to impact with their decision. We want them to understand that anyone can face the same uncertainty that the people we help are facing—that this could be you or someone you love." Greater East Bay As the new chairman of the board of Goodwill Industries of the Greater East Bay, LP veteran Mike Keenan is, not surprisingly, directing the organization to make theft prevention a greater priority. The goal is to boost its profitability. "The number one profit drain is theft," he said. 9' Wide Unobstructed EAS Pathway Performance Meets Beautiful Register to Visit our state-of-the-art Customer Experience Center NRF BIG SHOW 2019 Booth 4373 Larry Hartman 21 LP MAGAZINE | NOVEMBER-DECEMBER 2018 MISSION DRIVEN

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