LP Magazine

MAR-APR 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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30 MARCH–APRIL 2018 | LOSSPREVENTIONMEDIA.COM INTERVIEW GRADY: We are a company with strong character and a culture of innovation and leadership. We value our employees and our customers. We can adapt to change and are financially stable. As a one-source solution for managed network services and physical security, Vector Security Networks is a provider who understands your business and can create and integrate the right mix of solutions. This value that we bring becomes increasingly important as LP continues to work cross-functionally within the business. LYNCH: I want the LP executive to know that I have his or her back. I invented a term that I call the "commutative property of credibility." This is the notion that if you maintain your "personal credibility" with the customer, then the company you represent will have credibility. I was profoundly affected by the scene in Miracle on 34th Street where the Santa Claus tells the child to go across the street to buy a better made product at a lower price. I can't tell you the number of times I have done this in my career. I took a page from Ernest and Julio Gallo and made the comment to customers: "We will sell no system until it's time." If it doesn't work, take it back, and you maintain your credibility with the customer. EDITOR: If it is not always about price, what should it be about? GILLETTE: It should always start with customer service and understanding the true needs of the clients and offering leading-edge technologies to meet those needs. If you can meet the needs of your customers with a product or service they need, not just what a company has to sell, then often decisions based solely on price become less prevalent. GRADY: Value and reputation. As I mentioned earlier, our value is in our ability to act as a single-source solution for managed network services and physical security. We deliver white-glove professional services through a single point of contact. We have the strength of a national company, but remain focused on personalized, prompt service. LYNCH: It should be about trust. When things go south in the field, you don't want to have to put out an APB for your vendor. Good salespeople look at the signing of a deal as the start of the hard work, not the end of it. EDITOR: Give us a story that may be humorous or unique in your career in retail dealing with the LP executive. GRADY: I've been around for a while, so I've been fortunate to spend quality time with many LP executives. Most of the memorable humor surfaced after the dinner hour at an industry conference when a small group of execs and vendors would get together and unwind and tell stories and laugh all night. What a great group of characters…you know who you are! Without a doubt, I most respect LP executives ability to develop teams that are cross-functional and engaged in multiple aspects of the business. From day one working in the retail space, I have always been impressed with LP leaders' team building and developmental skills and strategies. They are exceptional head coaches and team managers. – Mike Grady, LPC

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