At the same time, we found that Watsons customers are free to carry their own bags in and out of the store, and there is no counter for storage. What is even more incomprehensible is that Watson's cashier is often set in the middle of the store. Watsons has always believed that the management must advocate respect for customers, so that customers can enjoy the fun of easy shopping in the store, and shopping under suspicion and supervision will make customers feel disgusted. Watson's shop has many customers. How to confirm whether the customer pays? As an outstanding representative of retail operation, how does Watsons guard against theft in daily operation? Setting such a door to ensure that customers can enter the store smoothly will naturally help sales, which is a challenge for loss prevention management. Aren't they worried about being stolen at all? Watsons' shops don't even have surveillance video except the highly sensitive anti-theft system that can be seen in the shops, but are there other hidden high-tech products to help them prevent losses? Recently, some shopkeepers of cosmetics franchise stores are full of interest in these, and as operators, they are also looking forward to learning from them. As a retail operator, we must not unilaterally analyze some business links in retail. We must understand the routine behavior in order to fundamentally eliminate the negative factors. The composition of commodity loss includes not only the theft we usually know, but also the misoperation of employees, mainly including expired commodities, daily damage, cashier errors, and administrative errors such as exchange errors, allocation errors, and document errors. We mainly analyze it from theft here. Commodity theft mainly includes: first, employee theft. Some studies have found that the loss of goods in supermarket checkout counters is as high as one third; The second type is often referred to as outsider theft. The nature of outsider theft is mainly divided into two types, one is the accidental behavior of greedy customers, and the other is the purposeful occupational habitual theft. If the internal control system is not good, the loss caused by theft of internal employees will be far greater than that caused by external theft, which operators must bear in mind. Watson's controversial "employee bag-searching behavior" often attracts media attention. In other words, people who work in Watsons leave the store during working hours (including leaving the store after work, going out to go to the toilet, eating, etc.). ), they must consciously accept the supervision of the package inspection, mainly to see if there is any dishonesty. This point has been extended to human rights violations, and Watsons has been faithfully implementing it, which shows that we attach importance to these. Watson's employee handbook also clearly stipulates that employees have the behavior of accepting irregular inspections by employees of the security department. Between willful management and loss prevention, Watsons is more inclined to let employees understand and accept it openly, and prefers loss prevention. In addition, because the warehouse inside the store is the key place for anti-theft, Watsons strictly requires employees not to enter the warehouse alone and register in and out. It is absolutely not allowed to find empty commodity packaging cartons in the warehouse. The checkout counter of a retail store is a place where cheating is the core. It is very common for cashiers to scan bar codes less for relatives and friends and cheat cash. Watsons stipulates that cashiers are not allowed to collect cash for relatives and friends, internal employees must register for shopping, and employees are not allowed to carry other personal items other than work utensils with them during work hours; Cashiers are not allowed to count cash privately during the cashier process; Globrand.com security department raided the cash register, which is some effective measures for the cash register. In order to avoid disputes, Watsons employees must confirm with the security guard or the store manager, and they can enter the store only after signing for confirmation. It is also a very sensitive time for employees to get off work at night. Security personnel at Watsons headquarters often make surprise inspections at this time. Even if they are found to have taken a small gift from the company privately, even the manager will be dismissed immediately, no matter what position. From the above-mentioned systems and regulations to prevent the loss of goods, it shows that Watson's control of internal loss is very strong and its implementation is very strict. Watsons mainly strives to make employees understand and support sensitive topics. We can find some rules from studying some cases of employee theft. There are many factors that cause employee theft. As far as an employee is concerned, his theft only involves one or more of the following factors: 1, income and expenditure are unbalanced; 2, infected with bad habits (gambling, alcoholism, drug abuse, etc.). ); 3. Make friends with bad records; 4. fluky psychology (under normal circumstances, the probability of employees being found stealing is very small); 5. Poor family life (or long-term illness of employees or family members); 6. Retaliation (having been punished or dissatisfied with the boss); 7. There is no provision to deal with theft, or the punishment is not enough; 8. Poor management leads to employees' lack of sense of identity and restraint in their company; 9. Deliberately framing colleagues who have bad feelings with themselves; 10, which effectively prevents other employees (this is caused by unbalanced mentality). Psychologists and criminologists basically agree that (1) the strong temptation of money and wealth and the desire to accumulate money and wealth have become the driving force for constant struggle at all stages of life, leading some people to take advantage of it, some people steal when they call chickens, and petty theft is even more common. A few employees who don't obey the rules don't rely entirely on honest labor to get what they need. For example, the following common situations: employees who make ends meet due to drug abuse, the limited salary is simply not enough; The gambling manager always loses a lot of gambling money every month; Employees with sick relatives at home are unable to pay large medical expenses; Need to get married immediately, and employees are short of money; From the above situation, it is not difficult to see that every employee needs to make his own decision on the issue of money. It is conceivable that they choose the means to achieve their goals. Of course, when every employee considers how to meet his own demand for money, there are many factors at work, many of which have no influence on what actions he takes, such as morality, values, self-esteem or hope to surpass others. When these factors condense into a dominant position, stealing money and grabbing goods naturally becomes their only choice. All managers must always pay attention to this situation. The pressure of reality and thought often urges employees to make a decision to steal, and some employees even think that stealing the property of the store is the only way to solve the problem. Because, the above situation makes employees find that it is impossible to achieve it through proper channels under their own post and environmental conditions. (2) There are many reasons for employee theft, among which self-defense can be said to be the second biggest factor of employee theft. Assuming that an employee is a habitual thief, he will not spend too much time on psychological self-defense. However, for first-time offenders, the situation will be very different, and it is possible to fully defend yourself before committing theft. At this time, those non-existent or unreal conditions and reasons will replace the real things, with the aim of making theft psychologically reasonable or excusable and finding the basis and motivation to put it into action. For example: 1, some employees regard stealing property as a temporary loan; 2. Some employees think that they work harder than anyone else and deserve corresponding rewards; 3. Some employees think that I should get my share; 4. Some employees think that if they don't get it for nothing, they will get it for nothing; 5. Some employees see that the boss is greedy for petty gains occasionally. Why are they silly and honest? 6. Some employees are tired of unpaid overtime and try to find equivalent remuneration for themselves. From the analysis of the above-mentioned internal theft factors, shops should strengthen control measures and anti-theft procedures in their daily operation and management, play a role in preventing micro-duration and do their best to prevent theft. At the same time, it is also very important to recruit honest and reliable employees and take effective measures to maintain their consistent honest style. Internal employees are familiar with the company's operation process and some loss-proof instruments and equipment, so it is more necessary to have strict procedures to implement, supervision and monitoring between the most important departments. For foreign thieves, habitual thieves are far more harmful than greedy customers. Usually thieves who steal in shopping malls are organized. They are familiar with the anti-theft system in shopping malls and know the crack of anti-theft labels like the back of their hands. They often take group cooperation, several people act together, deliberately create troubles to distract shop employees and steal. And all the goods stolen at one time are in batches. They specialize in selecting high-value goods, and sometimes they can even take all the goods on a shelf. The public security department has no way to convict and sentence these thieves, and the most punishment is detention. It is also a very troublesome thing for mall operators to send officials to file a case and make records. Many people often take fines or cook a meal, which will also lead to pickpockets' theft. How did Watsons deal with such a thorny problem? First of all, it must be stated here that Watson's public image and customer service will always come first in foreign relations. In view of its high sales volume, it is acceptable as long as the loss is within a certain range. Of course, Watsons also attaches great importance to loss prevention. All Watsons stores are directly connected to the local 1 10 through alarm, and the alarm device will be activated when the store is closed at night to ensure the safety of the store at night. For the door lock, Watsons adopts a double-layer control system of security guards and store duty managers, stipulating that more than three employees must be present when unlocking the door to enter the store, otherwise it is suspected of cheating. Watsons stores will be equipped with access control and anti-theft devices, which will give an alarm when the cashier enters or leaves the goods that have not been degaussed (this article asks some operators if Watsons has other special equipment, but there is none. Watson's anti-theft system is of high quality to avoid customer disputes caused by false positives, and in order to control costs, Watson chooses high-value and easy-to-wear goods with anti-theft labels. In addition to relying on scientific and technological means, Watsons believes that the more important method is humanized management. Orderly management system and orderly service of employees are the best means to prevent losses (thieves often target poorly managed or newly opened shops). Watsons requires employees to pay attention to customers entering the store and make eye contact with them to say hello, but does not advocate keeping close to customers when they enter the store, which makes customers disgusted. Only when customers need help can they quickly go forward to solve it. Watsons believes that giving shopping baskets to customers with more than two items in their hands can not only make customers feel treated with courtesy, but also be a very effective way to prevent them from being lost. Whether it is a thief or a greedy customer, reminding him to put the goods in the shopping basket will invisibly serve as a warning to those who intend to restrain their behavior. Thieves are always guilty. Watson's service guidelines remind employees that even if customers put goods in their bags as long as they don't leave the store, it doesn't mean their theft is established. Therefore, the act of handing out shopping baskets can make greedy and cheap customers have no "excuses that they can't hold." At the same time, at the checkout counter, the cashier must remind the customer, "Do you have any other goods?" . From the above process, we can find that Watson always makes some detailed institutional measures when studying human behavior. Protecting all employees from losses is the most effective. Watsons trains employees on the basic knowledge of loss prevention, so that employees can understand the basic knowledge of loss prevention and keep a high degree of vigilance against theft. Generally speaking, when shopping, customers take their time to choose the goods they need, but thieves are different. They were absent-minded when choosing goods, looking around and observing the movement around them to see if there was any chance. Compared with customers, thieves have an obvious feature. They either stay in a certain area for a long time, and their eyes are not concerned about commodity information, but about the staff in all parts of the store, or they wander around the store, find an empty corner to hide the goods, and then walk out of the store casually, so they show strong randomness when purchasing goods. If there are suspicious customers, employees will keep a certain distance from such customers in a "casual" way to "observe". Of course, every store in Watsons is also equipped with professional security personnel, which are generally divided into standing guard and in-store security (plain clothes). The doorman security mainly deals with some service work, and the main duty of plainclothes security is to prevent thieves from stealing. After obtaining enough evidence of cheating, the security guard will take the other party to the office in the form of "please", mainly warning and punishment. In order to stimulate the enthusiasm of security guards, the company will give security guards appropriate reward distribution. Summary: Watson's main loss prevention measures are the combination of employee service, plainclothes security and anti-theft system. Watson thinks that doing business is the most important thing, and the loss is acceptable within a certain proportion. Internal thieves are supervised by a strict internal control system. After all, greedy and cheap customers are a minority, and the amount of loss will not be too great. For professional habitual thieves, plainclothes security guards and employees must be vigilant, mainly relying on professional on-site judgment and loss prevention skills. Of course, some of Watsons' stores will also lose a lot because of loopholes. As operators, we can only try our best to minimize the losses according to our own situation. Welcome to discuss your views with the author of glob Brand. Yuan Gengsheng, senior management consultant of retail chain, practical expert of retail chain, outstanding professional manager of Huashan Lunjian-China Beauty Award for 30 years. Over the years, he has devoted himself to the research of retail chain and personal care retail in China, and has unique insights in business management, store expansion and enterprise strategy, and has excellent management experience in chain enterprises such as Xinyijia, Mao Ye Department Store and Watsons. ) Enter Yuan Gengsheng's column