STORES Magazine - January 2018 - 59

There's a camera at the front and back
of the store, and unless a customer is very
well-known and trusted, no one on the
sales floor will leave customers alone to
go into the back room.
The Nest cameras in place have
a feature that lets users set an alert
every time a customer walks into a
zone in the store that requires close
surveillance. Moylan and her staff check
each time a customer leaves the dressing
room or walks away from a visually
obscured corner.
"When someone looks at a shelf or
a sunglass rack and walks away, we
immediately look at it to be sure everything
looks right," she says. "It's a lot of
doublechecking to make sure everything
is right. That's how we catch a lot of
thieves."
Missing items are usually noticed very
quickly; if a customer is seen slipping
an item into a bag or pocket, a staff
member politely asks if they'd like to pay
for the item.
When a customer tries to or does steal
from Anomie, "it's not because they need
the item or can't afford it," Moylan says.
"They're committing little crimes of
opportunity. They might grab sunglasses,
especially when they notice that we've
looked down and are helping someone
else. It's never been someone who has
cased the place and then comes back.
Most of the time, the stuff that gets stolen
is in our little random blind spots."
She has also turned a marketing tool
- requesting email addresses when
customers make a purchase - into a loss
prevention tool: If a customer is caught on
video stealing a product, Moylan matches
the thief to their email and follows up by
contacting the customer and asking them
to either return the item or pay for it.
Moylan says she needs to check video
footage every three to four weeks,
which takes between 15 minutes and
one hour because she narrows the time
between when an item was last filmed
on the shelf to when she or a staff person
noticed it missing.
If the thief leaves the store without
making a purchase, Moylan posts the
video of the theft on Facebook, asking
followers if they know that person.
STORES.ORG

When she finds the person, she contacts
them, asking them to return or pay for
what they've taken. They always have,
she says, sometimes tearfully apologetic,
sometimes sending it back or paying for
it through a friend or family member and
sometimes denying they stole anything
but paying for it anyway "just to get it
over with."
She also shares videos with neighboring
retailers - they share their videos as well,
a texting community partnership which
Moylan "highly recommends."
However, no action is taken to post
a video or call a suspected thief until
Moylan and her staff have looked
through the store thoroughly. "We're not
going to contact a person unless we can't
find the item and we know for certain
that we have a video clip that shows
them taking it."
EMPLOYEE RELATIONSHIPS
The least expensive item stolen was
an $18 leather key chain. On the high

side, clothing worth about $180 has been
taken - the most expensive item was a
$400 bag, but the criminologist in Moylan
didn't let that one get very far away.
At 8:30 p.m., with the shop door open
because it was hot, Moylan was cleaning
and turned around to see a man running
out the door. Not even aware of what he
had taken, she ran after him with a dust
mop still in her hand, yelling, "Give me
back what you took!" and shaking the
dust mop at him. The thief threw the
purloined item and kept running, and she
got her bag back.
"That only happened once, and is not
something I would do again," Moylan
says. "That was just adrenaline."
Moylan works hard to get to know people
before hiring them. She checks references.
She watches for signs that they may try
to overly impress her. She notices when
they are honest about their faults. Because
she trusts her employees, she doesn't use
cameras to keep an eye on them, and she
has never had an internal theft.
"That's probably my biggest anti-theft
tactic," she says, "to have really tight
relationships with my employees."
Liz Parks is a Union City, N.J.-based writer with
extensive experience reporting on retail, pharmacy
and technology issues.
STORES January 2018 59


http://www.STORES.ORG

Table of Contents for the Digital Edition of STORES Magazine - January 2018

Editor’s Page
President’s Page
Retail Politics
NRF News
TRENDS
Retail People
Disruption Is the New Normal in Retail
20 Ideas Worth Stealing
Drug Store Cowboy
C2W
TECHNOLOGY
WORKFORCE MANAGEMENT
OMNICHANNEL
AI
MARKETING
FINANCE
BUSINESS OPERATIONS
STARTUP SPOTLIGHT
SECURITY
HUMAN RESOURCES
POV
Communities
End Cap
STORES Magazine - January 2018 - intro
STORES Magazine - January 2018 - cover1
STORES Magazine - January 2018 - cover2
STORES Magazine - January 2018 - 3
STORES Magazine - January 2018 - 4
STORES Magazine - January 2018 - 5
STORES Magazine - January 2018 - Editor’s Page
STORES Magazine - January 2018 - 7
STORES Magazine - January 2018 - President’s Page
STORES Magazine - January 2018 - 9
STORES Magazine - January 2018 - 10
STORES Magazine - January 2018 - 11
STORES Magazine - January 2018 - Retail Politics
STORES Magazine - January 2018 - NRF News
STORES Magazine - January 2018 - TRENDS
STORES Magazine - January 2018 - 15
STORES Magazine - January 2018 - 16
STORES Magazine - January 2018 - 17
STORES Magazine - January 2018 - 18
STORES Magazine - January 2018 - 19
STORES Magazine - January 2018 - Retail People
STORES Magazine - January 2018 - 21
STORES Magazine - January 2018 - Disruption Is the New Normal in Retail
STORES Magazine - January 2018 - 23
STORES Magazine - January 2018 - 24
STORES Magazine - January 2018 - 25
STORES Magazine - January 2018 - 20 Ideas Worth Stealing
STORES Magazine - January 2018 - 27
STORES Magazine - January 2018 - 28
STORES Magazine - January 2018 - 29
STORES Magazine - January 2018 - 30
STORES Magazine - January 2018 - 31
STORES Magazine - January 2018 - 32
STORES Magazine - January 2018 - 33
STORES Magazine - January 2018 - 34
STORES Magazine - January 2018 - 35
STORES Magazine - January 2018 - Drug Store Cowboy
STORES Magazine - January 2018 - 37
STORES Magazine - January 2018 - 38
STORES Magazine - January 2018 - 39
STORES Magazine - January 2018 - C2W
STORES Magazine - January 2018 - TECHNOLOGY
STORES Magazine - January 2018 - 42
STORES Magazine - January 2018 - 43
STORES Magazine - January 2018 - WORKFORCE MANAGEMENT
STORES Magazine - January 2018 - 45
STORES Magazine - January 2018 - OMNICHANNEL
STORES Magazine - January 2018 - 47
STORES Magazine - January 2018 - AI
STORES Magazine - January 2018 - 49
STORES Magazine - January 2018 - MARKETING
STORES Magazine - January 2018 - 51
STORES Magazine - January 2018 - FINANCE
STORES Magazine - January 2018 - 53
STORES Magazine - January 2018 - BUSINESS OPERATIONS
STORES Magazine - January 2018 - 55
STORES Magazine - January 2018 - STARTUP SPOTLIGHT
STORES Magazine - January 2018 - 57
STORES Magazine - January 2018 - SECURITY
STORES Magazine - January 2018 - 59
STORES Magazine - January 2018 - 60
STORES Magazine - January 2018 - HUMAN RESOURCES
STORES Magazine - January 2018 - 62
STORES Magazine - January 2018 - 63
STORES Magazine - January 2018 - POV
STORES Magazine - January 2018 - Communities
STORES Magazine - January 2018 - End Cap
STORES Magazine - January 2018 - cover3
STORES Magazine - January 2018 - cover4
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