LP Magazine

SEP-OCT 2017

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/874445

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Page 42 of 79

communications—signage around the mall, face-to-face communications between team members and the public, and public announcements. The safety of all the people in the mall is of paramount importance. Letting people know when they must move from one area to another (in fire drills for example) or that they may be subject to additional security measures from time to time is an essential part of welcoming new visitors to the mall. If this new model is to work, then the users of the facilities should feel comfortable and safe at all times. The old mall that leaves people feeling vulnerable has driven away visitors in droves. This must change when the environment alters. Communication is at the center of any effective change. All stakeholders want to know what is going on. Those that are already in the mall will understand the current way of thinking but will need to be nurtured along the way to the fresh operation. Those that are using the mall for the first time will walk into an experience with their own expectations. The way you guide them through the structures will make the difference between a future where all parties work together for the good of the mall and a future where there is conflict and separation of interests. The licenced vendors in the store and the additional service providers in the mall are vital in the effective management of the mall and the risks that may be faced in this new environment. Buy-in at all levels before the mall is opened in its new entity will see a smooth transition. Thinking about how this communication can be delivered in different languages or dialects in an effective manner will be the first step on the road. Communication that is planned with a clear goal in mind will provide a structure to work with. Delivering it in language that is understood by the recipient will make the goals of this communication come true. The old may well replace the young in the new mall. A place where teens and preteens hang out to harass people and maybe get involved in low-level crime should be replaced by the safe-haven approach. Communicating with troublemakers has its own language—one of authority and low tolerance is seen as the most effective way to remove this potential threat and move it down the road. But this isn't the kind of language that will appeal to the older clientele that the new mall will attract. Your asset protection team will need to be coached to have nurturing and positive conversations with these new visitors. The current 43 LP MAGAZINE | SEPTEMBER-OCTOBER 2017 A MALL WITHIN A STORE

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