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Rethink Theft Strategy

Status: Acknowledged
by on ‎05-06-2015 12:04 PM
First, I want to reiterate that I've worked in retail for almost 15 years. Theft or shrink as Best Buy calls it, is a major issue on its own, but the way that a lot of retailers try to "combat" it introduces more problems than it solves:

For instance, in my local store, everything from cameras (even point and shoots) to basically anything Apple is basically little laminated paper tags that say to take the card to a cashier to get the item. Now it sounds simple on paper but recall that Best Buy restructured a year or so ago and the number of key holders in the store shrunk considerably. So now, something simple, like me wanting to pickup something like a Time Capsule (most recently) - something that should be a quick grab and go process has now gone from a 5 minute task to a 15-20 minute task. After multiple calls someone finally showed up, but in reality not everyone's going to wait 20 minutes to buy a $300 router/hard drive do the reality is you've taken one problem and "solved" it but introduced 3 new ones:
(1) the customer experience suffers. I make sure to fill out the surveys on my receipts and give feedback to the stores. But this means the store receives a lower customer satisfaction rate too.
(2) because of the extra complication, you may be negatively impacting sales on Apple devices. In other words, there were plenty of Netgear, ASUS and Cisco routers over $200 in cost and NONE had these same tags. Physical, actual product was available on the floor, so there's always the risk that I go with a cheaper, easier to buy item.
(3) Best Buy could be sending first-time customers (that would normally shop at an actual Apple Store or specialist store like Simply Mac near me) away as none of these stores punish me as a customer for problems that relate to them as a retailer.
Status: Acknowledged

I can promise you we are always working towards the best balance of caution and convenience when deciding how to sell our products.

Comments
by Senior Social Media Specialist Senior Social Media Specialist
on ‎05-07-2015 10:47 AM
Status changed to: Acknowledged

I can promise you we are always working towards the best balance of caution and convenience when deciding how to sell our products.

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