Loss Prevention's Role During Civil Unrest

By Erin Harris, Editor-In-Chief, Cell & Gene
Follow Me On Twitter @ErinHarris_1

March 2015 Integrated Solutions For Retailers

We’re used to hearing about LP and AP professionals working diligently and tirelessly to protect customers and employees from the physical and emotional dangers associated with armed burglary and theft. But when widespread civil unrest occurs and clashes between protesters and police turn violent, local retailers are forced to quickly reevaluate the safety of their people. I caught up with Chris Lienesch, associate VP of loss prevention at Family Christian and Integrated Solutions For Retailers editorial board member, to learn how the retailer’s Ferguson, MO, location empowered employees to prioritize personal safety in the wake of Michael Brown’s death.

“Protests have flooded the news over the past year, and as a result, we’ve had to examine how civil disruption impacts the business,” says Lienesch. “We had to craft our response and outline ways to minimize the impact. Indeed, first and foremost, Lienesch and his team had extreme concern for the Ferguson location staff’s safety, followed by concern for the merchandise and the building itself. “We were blessed, because we were bypassed in the initial riot, although many retailers in our plaza were severely damaged or heavily looted,” explains Lienesch. “When the grand jury made its announcement, we had to make important decisions — what would our response be? What time would we open our doors?”

Unified Stance Among Retailers Critical During Civil Disruption
Lienesch explains that he and Family Christian’s district manager spent quite some time talking to other retailers in the general trade area to understand how they were handling the situation as well as their plans for response. “From a response standpoint, we wanted to be in line with our retail partners, and also from an open/close standpoint — we did not want to be the only open store in an entire plaza in the midst of civil unrest.” Remaining in contact not only with national retailers that have a presence in that trade area but also with the mom-and-pop stores — the single proprietorships — enabled Family Christian to establish a sense of camaraderie and emphasize its commitment to community. “Our number one concern was our staff ’s safety. Therefore, we spent time with them to make sure they understood that their best interests are our best interests — not the products or the cash in the store,” says Lienesch. “We Loss Prevention’s Role During Civil Unrest empowered them to know that they should leave under any circumstances that make them feel uncomfortable. Employees were given clear direction — if they felt unsafe for themselves and others, forget about the cash, don’t even worry about putting the money in the safe — just get everyone out.”

He explained that he does not want staff to be in a position where they are rushing to the back office to put a deposit bag in the safe, or engage in anything that could delay them from exiting the premises.

Since last year’s events in Ferguson, Family Christian has implemented a robust security system. “From an equipment technology standpoint, we never had the need to have an alarm system in that particular store,” states Lienesch. “But, as a result of the unrest, we implemented a security system, which includes glass break sensors that will alert us if our building has been attacked.”