(Originally posted in August 2014. The challenges discussed in it are timely as they're still being faced by organizations across the U.S. It has been updated and re-posted because it's still very relevant.)
Accusations of racism and mistreatment, intense media scrutiny, fines of more than half a million dollars, mandatory implementation of costly measures to overhaul policies and systems…
This is the reality two prominent New York retailers faced after a series of troubling allegations. The impact on these prominent retailers, though not devastating, is arguably disastrous. How retailers and asset protection leaders respond when facing these types of challenges will speak volumes to employees, customers and media watching with intensity…
Of the many allegations made against the two prominent New York retailers, the most troubling included: CLICK TO READ MORE
Retailers and specifically asset protection professionals are at risk. These are serious charges. The good news is that many retailers have engaged with these challenges and are committed to a professional response.
However, some leaders may be thinking “that will never happen here”. They believe their team is full of good people who wouldn't do these things. Or, they're relying on policies and discipline alone to prevent these sorts of behaviors.
If this was your response, I suggest you consider another course of action. Neither of the prominent New York retailers under scrutiny likely saw this crisis coming for that very reason – they weren’t looking. Six months before the first allegations arose, who would believe they had would face these allegations.
Where are you on the spectrum of response? Whether you think you have nothing to worry about or you’re actively engaged and committed to being sure, here are three responses worth your time:
If shared with the world, what would your customers say about your organization’s response?
Strongside retail clients have benefited from consulting services such as policy review and development, and training courses to help employees handle upset customers and protect themselves from physical aggression.