Human Interaction/Reaction Observation

The work I do involves visiting major chain retailers within my territory. One particular chain store is undergoing a change to their cosmetics departments due to high shrink (theft). The theft of cosmetics is HUGE ranging in tens of thousands of dollars per year (per store).

...and people wonder why cosmetics are so expensive...

Due to this fact they are closing in the cosmetics departments to a 'bull pen' style where everyone must enter and leave through one small opening, and cosmetics must be purchased before they leave the area.

I have seen this design implemented at many different locations within this particular chain thus far, and the stores have been very pleased as it has decreased shrink significantly. Of all the stores I've visited, I've never seen the bull pen met with resistance, until TODAY.

It was so strange, but literally within a 10 minute span I heard about 5 customers become unglued when they were told they had to make their cosmetic purchase at that register.

As I heard it happen time and time again, I first was thinking it was grumpy customer day. Then I found a common angle and I realized what the issue was. It was the energy and the attitude of the employees in the department!

All the other stores greeted each person as they entered the department with a "hello" and a warm smile. They informed them that due to security reasons all cosmetics would need to be purchased before they left the department. This quick greeting and explanation met no resistance as people were aware right off the get go...

At this particular store the associates working in the department were talking in their native tongue in a personal conversation and did not acknowledge customers as they entered. As customers got their items and attempted to walk out, they were met with the words "you need to buy that here", no explanation or anything...

I began to see how this could be frustrating to customers and why customers might feel a little ambushed.

• I do understand that people want to make ONE purchase in a store...
• I do understand that people are STILL shopping....

BUT

• Customers do NOT realize that cosmetics are tiny, pocket-able and stolen like CRAZY.

One woman who practically had a COW was next to me muttering about how it was a load of BS that she had to do that...

I calmly explained "I know it is really inconvenient, but this department deals with a huge amount of theft and they are simply trying to keep that in check..."

She nodded, went about her shopping and bought her items at the register.

A second lady had a bit more of a cow, her hubby hollered over the divider that she had to buy her items before leaving. She huffed and puffed... I did not speak 'to' her but I said under my breath kind of talking to myself... "wow...of all the (stores in this chain) I've been to, this is the only store that I've seen people get mad about having to purchase at the cosmetics register..."

She did not acknowledge my comment, but got her goods and went to the register to pay without incident....

I fully believe that the energy put forth creates an energy in return.... Put out a negative vibe, get a negative vibe back... Put out a happy, understanding vibe, get that in return...

Alethea Anderson
MultiMediaMom.com

Do YOU Put Stuff Back at Stores? (or do you 'let' someone else do it?)

Have you ever put something in your cart, then decided in the midst of your shopping that you did not want that item?  Never would you just dump the item on a shelf,  you seek an empty aisle, carefully look both ways, look for a camera, then slide the item on to a shelf in the store while pretending to shop for something on that shelf.  

...said no one ever...

When this happens it becomes a 'go back' - meaning it is an item that needs to 'go back' where it came from. Now this item may be an actual store item, or it may  be a vendor item.  Either way, it is momentarily 'lost' in the store.  This can cause inventory issues, ordering issues and beyond...

This also creates a pile or basket, or cart FULL of items that need to be re-homed...

Let me tell you, the industry I'm in has a lot of front end racking, i.e. racking at the very front of stores, the check lanes.  These are a very popular 'dumping ground' for things.

I've found (to mention a few)...

• a full bag of rice
• clothing
• toys
• used tissue/napkins
• Starbucks cups
• Soda cups
• pretty much anything that someone decides they don't want at the last minute...

The above does not include what I've found in our 'mainlines' which are in the store aisles vs checkouts.  LOTS of stolen items, also called 'shrink' at a store (shrink the reason prices go UP at stores, to counter the amount of theft that takes place)

• half eaten candy bars, chips, crackers
• empty cans of soda
• melted ice cream (on a stiiick)
• food from the deli
• food from the dairy
• empty boxes of medicines, make up, food, and more...

So next time you have an unwanted item, if you can, please put it back where it came from.  If you simply cannot make it back to the correct aisle, please take care with cold items.  i.e. place frozen items in a freezer and cold items in a fridge.  You'd be amazed how many 'cold' items are out on shelves, and then put back in coolers... 

Chillin'

Alethea Anderson
MultiMediaMom.com