Waitrose has found an innovative way to tackle shoplifting, by showing customers a little extra love. The so-called ‘love bombing’ sees people who work at Waitrose show extra attentiveness to customers, not only improving customer service, but helping deter shoplifters.
Following a successful pilot, carried out across six branches earlier this year, the training has now been rolled out across all branches. The scheme is based on the understanding that shoplifters look for opportunities where they are less likely to be noticed.
As employees - called Partners - offer help, would-be criminals become more aware of their presence, so are deterred from stealing. The move has proved especially successful when used at self checkouts, where shoplifters would previously fail to scan items, or try to put products through as cheaper alternatives. It also helps prevent confrontationse.
Nicki Juniper, Head of Security for Waitrose, said: “Shoplifting costs the UK economy over £1bn a year. While it’s a sector-wide issue, we’ve found a very Waitrose way to tackle it.
“We’ve long been known for our friendly service, but it turns out that the more attentive we are, the less likely people are to steal. It’s a win-win: our customers get a great shopping experience, with Partners visibly on hand to help, while the would-be shoplifters are deterred.”
The trial found positive trends amongst participating branches - including small increases in the size and value of customers’ shopping baskets - suggesting that potential shoplifters had been deterred.
It comes as all retailers are facing rising losses due to theft. Figures from the British Retail Consortium, which represents UK retailers including supermarkets, found that the number of reported thefts from retailers jumped by 26% last year.
Nicki Juniper added: “This isn’t just about doing the right thing; cutting these losses could save us millions each year. That’s money we can invest in lowering prices and supporting British farmers - things that really matter.”
