Can Customer Service Be Too Good?

That’s a good question. Is there a problem that can develop out of customer service that is too good? One of the most commonly held principles of shrinkage reduction, especially for cutting down on shoplifting is achieved by giving good customer service. It is a long held axiom that if the shoplifter is confronted by a sales associate quickly, this makes the potential shoplifter aware that someone has acknowledged their presence in the store. This knowledge on the part of the shoplifter should cause him, or her, to move on to a place where they are not “known.”

However, a recent article on the subject raises the possibility that customer service can be so good that it actually encourages crime. How can this be you cry? Ever hear of the Helsinki Syndrome? Same concept. Follow along with me.

If the relationship between the sales associate and the customer is pre-existent, or becomes too strong, it is possible that this close personal relationship could lead to, you guessed it, sweethearting. The article, written by Michael Brady, Clay Voorhees and Michael Brusco, suggests that a variety of job, social and remuneration factors motivate sweethearting behavior and several measurable employee traits suppress its frequency.

The article suggests that pre-employment screening tests can head off sweethearting if the employer looks for high scores on personal ethics and low scores on the needs social approval from others indicators. You should just stay clear of those who score in the upper regions of the risk taking indicators.

Shockingly, some people work at stores during the holidays for the primary reason to steal products for themselves or to give away products to their friends and family. We have solutions for shrinkage. Contact us, today.