Date, 2002


Store Director
Your Bookstore

RE: Asset Protection Survey

Dear Store Director:
The following is an analysis of the survey I conducted at your store this week, including recommendations for theft protection and shrink control:

On April 22, 2002 I performed an asset protection survey at the Bookstore. I met with the Bookstore director. The Director reported that the facility has been plagued with brazen shoplifters and high shrinkage. He had learned from a shoplifting suspect that the Bookstore is known as an “easy place to shoplift.” It should be noted that with several other bookstores and colleges in the immediate vicinity, it is relatively easy to obtain refunds for stolen textbooks.

The Goal of Asset Protection

The Bookstore’s assets shall be protected. All employees and customers shall be provided a safe working and shopping environment.

RECOMMENDATIONS

Asset Protection Manual

  • In light of today’s civil and criminal liability climate, an Asset Protection Manual must be in place before starting an A.P. program.

  • The Manual will outline the policies and procedures to be followed by the A.P. staff.

  • The Asset Protection Manual will limit store liability if an agent exceeds authority within the scope of an investigation.

  • Note: the Asset Protection CD, delivered to you on date, provides the information needed to implement an A.P. program. Manuals and forms can be customized to meet your Bookstore's policies and procedures. Employee guidelines and procedures specific to your store should be inserted into the A.P. Manual.

Employee Manual

  • An employee manual, handed out at staff orientations, should include procedural guidelines for assisting A.P. staff as needed.

Public Relations

  • Selling the concept of Asset Protection within the college environment begins with your employees. Employees expect A.P. at retail stores, but not at colleges.

  • Organize an A.P. orientation meeting to go over new policies and to establish rapport between students and career staff.

  • Make all employees feel that they are part of a team.

  • Ask employees to be good witnesses.
  • Remember that customer service is the key: 80% of potential shoplifters will leave the store without pocketing merchandise, if greeted.

  • Establish media relations prior to launching an A.P. program with local television and newspaper(s), as well as with the college paper.

  • Communicate to campus students that you have an active Asset Protection program. This will demonstrate that the Bookstore is “upfront” about their A.P. program.

Markdown Program

  • Obtain markdown merchandise, with proper paperwork, from department managers.

  • Inventory markdown items, check against paperwork provided by department managers.

  • Divide merchandise for distribution or recycling – a great PR tool !

Devise a method to assure that markdown items cannot be returned to the store.

ACTION PLAN

  • Complete the A.P. Manual and conduct employee orientation and training.

  • Hire and train employees for A.P. Alternate: Have a team come in during “Rush” to train new A.P. employees.

  • Make certain that the A.P. staff is comfortable contacting shoplifters. Shoplifting is a property crime. Employees must understand that no “use of force” is to be applied in stopping shoplifters. Do not risk personnel safety by chasing and/or fighting with suspects.

  • Contact your local police/sheriff department to learn what is required for citizen arrests. The department may have citizen arrest forms. If so, obtain forms.

  • Install a key-coded lock for the door between the receiving area and the back storeroom of the convenience store.

  • Tint stockroom windows to provide discreet viewing of the sales floor.

  • Meet with area colleges and local bookstores that sell college texts. Establish an agreement that books will not be refunded or bought back without receipts.

    Note: I contacted Madishane Security (714-893-4640), the company we use for cameras and equipment, to get a camera system estimate (see attached estimate).

  • Install a fixed camera system. Utilizing existing cameras, multiplexer, and vcr, this system will provide basic coverage at a great savings.

  • Install a dome/fixed camera system (see estimate attached). This system would provide store coverage in conjunction with an active A.P. department.

  • Have all employees use the same entrances and exits.

  • All employee personal items should be stowed in lockers – not brought onto the sales floor.

  • Keep aprons in a secure location (in an office, or behind the cash ring), and return to secure location at the end of shifts.

  • Employee purchases: A.P. keeps copies of sales receipts; purchases are kept in an established area until employees’ shifts are over. Review receipts monthly for excessive purchases, discounts, etc.


    If I may be of further assistance, please do not hesitate to contact me. Thank you for the opportunity to work with the your Bookstore.

    Sincerely,



    Will Wood
    PO Box 12649
    Santa Barbara, CA 93107
    (805) 893-2195
    email: will.wood@bkstr.ucsb.edu