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The coronavirus pandemic has reinforced a key feature of our company culture that we’ve long understood, but which became even more obvious in the face of an unprecedented and highly challenging situation: Wincon Security is driven in every way by an outstanding group of professionals. Our people are dedicated to customer service excellence and it shows in everything they do.

As I noted in our last blog , throughout the COVID-19 crisis our employees have gone above and beyond to not only do their jobs, but to take added steps to ensure the health and safety of both our clients and their colleagues in the field. We’ve witnessed countless examples of our employees going out of their way to help Wincon Security customers create a welcoming environment across their workplaces, retail outlets, manufacturing facilities—wherever they happen to be serving. After all, we believe it’s our job to not only protect people, property and assets, but to do so in a way that reflects positively on our clients’ brands. Whether that’s in a supermarket or a super-tall condominium complex, we take that responsibility to heart.

That’s why we were delighted to receive extremely positive customer service feedback about Karen Willis, one of our fantastic security professionals. Karen exemplifies the very best qualities that our team has to offer: dedication, professionalism, excellence in her work and a selfless commitment to putting a smile on the faces of the people we serve.

In this case, the client is a Markham-based property management company with an extensive portfolio of commercial buildings across the city. Karen leads the security team at one of the client’s flagship office complexes—which has been operating at a drastically reduced capacity since the start of the COVID-19 pandemic.

It’s worth noting that while the province-wide focus has rightly been on mitigating the public health impact of the coronavirus pandemic, an often overlooked consequence of social distancing and stay-at-home measures is the risk to unoccupied properties. An unstaffed building is a vandal or burglar’s dream target. In other words, unoccupied properties are more vulnerable now than ever.

As our site supervisor, Karen has been responsible for coordinating security coverage for the office facility, while managing our on-site team. She was also tasked with liaising directly with the property management firm’s leadership team, keeping them abreast of potential issues or emerging security vulnerabilities as their workforce maintained operations from a distance, and then after they began returning to the workplace. As the client noted in a letter of appreciation for Karen’s work:

“[Karen] was awesome and caring to our essential workers who came to work to every day. She went above and beyond to ensure the health and safety of our team members and I am personally grateful for this.

Many times clients only informed vendors when they are not satisfied with the service they are receiving.  Rarely do they make mention when things are above and beyond, so I wanted to take this opportunity to highlight the excellent service we are receiving.”

Feedback such as this not only makes us extremely proud of team members like Karen, but reminds us of the importance of our work—especially during one of the most difficult periods in recent memory.

We believe that security professionals should not only fulfill their duties, but do so with a high degree of energy and engagement. With anxieties on the rise and people genuinely afraid to enter their workplaces or residences, if their first encounter is with a warm and caring security team member who can brighten their day while ensuring their safety and protection, then we believe we’ve achieved our goal as a security company.

So, on that note, we extend our gratitude to Karen Willis for her outstanding work and dedication to customer service. Now, with COVID-19 cases flaring across the Greater Toronto Area once again, we still have a great deal of work to do. I’m very confident that together—especially with employees such as Karen leading the charge—we can navigate any challenge we face and succeed as we adapt to this fast-changing business environment.

Winston Stewart

President and CEO

Retailers are always enamored over the holidays—malls and streets jammed with eager shoppers, cash registers ringing (or the similarly lucrative sounds of electronic sales racking up) and merchandise flying off shelves before Santa’s arrival. What’s not to love?

The lump of coal in most retailers’ stockings is the inevitable occurrence of shoplifting, which tends to spike during the festive season. Each year organizations go to great lengths to minimize shrinkage through everything from hiring extra theft-prevention staff to installing high-tech monitoring tools. High-definition cameras, the presence of trained security personnel, adding signage to deter would-be thieves and understanding your clientele—and who doesn’t fit in, while resisting the temptation to profile potential malfeasants—are all practical tactics to help mitigate the financial impact of the more than $3 billion in retail shrinkage that affects Canadian organizations each year.

But there are two largely overlooked—some might say unexpected—areas where our team begins any conversation around curbing retail theft: employee engagement and customer service.

A counterintuitive strategy

At Wincon Security, we help retailers develop comprehensive theft-mitigation strategies that include the tools mentioned above—and far more—when we develop a customized anti-theft checklist suited to your organization’s specific needs. But we also ask several business-focused questions that take that discussion to another level. The first centres around metrics such as employee turnover.

Why? Because it’s one indicator of lackluster engagement. The more workers that abandon their employer at a high frequency, the likelier they are to engage in criminal behaviour such as stealing merchandise. Despite what most retailers believe, internal shrinkage is an even greater risk than external theft. Even though many stores will inspect employee bags before leaving the premises, the fact is that employees determined to remove goods from a store can usually do so with relative ease. Yes, surveillance helps, but only to confirm when a theft has occurred.

Prevention requires a much more proactive approach.

Think culture first

We advise retailers to focus on building stronger relationships with their workers, including part-time holiday staff, and consider implementing employee-friendly measures. That can range from bumping pay rates to slightly above industry standard and improving training programs, to simple tactics such as offering recognition for a job well done or throwing team-building events. The goal is to give employees a sense of ownership and to tie them closer to the organization. Happy employees are far less likely to lift merchandise than their disgruntled colleagues.

Taking service to the next level

When it comes to providing better customer service, many organizations think that means training staff to approach all customers once they enter a store, asking them if they need help and then keeping an eye open for suspicious behaviour. These are all perfectly-appropriate techniques that do help minimize theft. But retailers—particularly those catering to luxury clientele—need to do more. They need to provide great service.

That means engaging with customers, determining their needs, being present when they try on clothing or as they test merchandise, guiding them through the purchase cycle with information about the good or service on which they’re considering spending their hard-earned dollars, and making them feel truly special. Deepening that engagement, perhaps by offering to enter customers into your store’s database to provide better service in future, or to help keep them up-to-date on new promotions, sends a message that your relationship is more than transactional. It’s about working together to satisfy their unique retail needs over the long haul.

On the security front, providing high-touch service sends another message: we’re on the lookout for potential thieves and we will catch those who try to leave our store without paying for merchandise. It also shifts the focus from providing what some might consider to be harassing service—when a salesperson follows you around the store and won’t allow you to browse in peace—to adding value by helping them achieve their shopping goals. That could mean presenting them with interesting alternative options, such as a different style garment or a different model of electronic device, for example.

Now, you may be wondering why a security firm is providing advice on the HR and sales front. Because smart, forward-thinking security requires a holistic perspective. We’re happy to sell retailers our integrated security services, but we know through both empirical data and experience that they’re far more effective when our clients take a 360-degree view of their security needs.

Doing it the right way means looking beyond the obvious, and finding positive ways to thwart would-be thieves.

Winston Stewart, President and CEO

Wincon Security