Church of the Customer Blog
« Is a shoplifter a customer? | Main | Gifts with buzz »
January 03, 2008
Is a shoplifter a customer?
Here's a stupid rule Whole Foods could eliminate in 2008: Automatic firing for touching a customer.
Here's why: Store employee on break gives chase to shoplifter. Catches shoplifter. Store manager orders employee to release shoplifter, who then gets away.
Employee is fired for violating the "never touch a customer" rule.
(Thanks, Bill!)
Other blogs that reference Is a shoplifter a customer?:
That story is painful, some rules are meant to be broking, so long as it doesn't leave our country at war in Iraq.
I can think of some very good reasons why this rule would be dumb to begin with. So, if a customer falls in a Whole Foods, the employees are prohibited from helping him or her up again? That's great service, there. I grew up in Ohio, and I presume Michigan parking lots can be just as treacherous in the winter... while I think it could be problematic to encourage employees to tackle possible shoplifters, right now I'm trying to imagine just how Whole Foods would pass it off if a senior citizen fell in front of a store and nobody helped them. Talk about a media nightmare.
Mragrotime -- Rules vs. laws. Sounds like a good post.
Susan -- Great point. Are employees fired for shaking the hand of a customer?
Or what if a shopper has her hands full with a child or two in tow and asks an employee to hold a child for a moment?
The problem with stupid rules is they often force reasonable people to make stupid decisions.
Absolutely unbelievable...
I would argue that once they shoplifted they were no longer a customer. Customer implies that something of value (money) is exchanged for something of value (products in the store).
No, this person immediately became a thief. So there you go. The employee did not violate the rule since they touched a thief and not a customer.
From my brief stint in retail, this rule has nothing to do with customer relations. We were told that by attempting to stop a shoplifter, even by giving chase and that person tripping all on their own -- we were opening the company up to huge lawsuits. Unfortunately plaintiffs have won huge settlements in cases just like that. It's sick.
It's rather an extension of the 'zero tolerance' rule - when broad spectrum rules are instituted, without regard for exceptions, common sense leaves the building.
I once chased a customer out of the store I was working in, down the street and onto a bus where the driver called police. I was rewarded with a nice cash bonus and a shiny silver Sheriff's star.
That was a small privately-held company. Larger companies worry more about the liability created if I injure the shoplifter or the shoplifter injures me. It is another example of the 'tyranny of one' you mention in http://www.churchofthecustomer.com/blog/2007/12/the-tyranny-of.html
"Schultz said he acted as a private citizen on property that isn't owned by Whole Foods, but Klotz (Whole Foods spokesperson) said where the incident happened doesn't change the policy."
It sounds like it doesn't even have to be on Whole Foods property. I guess you cannot touch a Whole Foods customer ever, in any location. I can just see it now...
1. "Sure, I'd love to go out with you Becky but I must ask, are you a Whole Foods customer?"
2. John and Suzie announced today their wedding will take place in the Spring, not so much for the beautiful weather but more so because by then John will be considered a former customer of Whole Foods and the honeymoon will be a lot less awkward.
And one last observation:
If you work at WF and your spouse is a customer, can you at least hold hands if you wear those special rubber gloves like they wear in the deli department? How about a hair net?
There, I feel better now.
I think there's a parallel at the border.
I agree with your post..But lets see how it goes on
Well I am glad to hear people are shoplifting as a matter of fact they could be as much of a customer as a non shoplifter because some shoplifters may buy stuff in addition to shoplifting the rest,I think many shoplifters are also customers,yes.Shoplifting Rules.
I cannot understand why the above mentioned employee gave chase to the shoplifter in the first place, I mean the guy or gal is employed by a company that are robbing him blind by not paying his or her the actual value of his or her labour, whilst earning a huge wage themselves. Talk about misguided loyalty.
Well done to the shoplifter for getting away.
I would like to add that I think that shoplifting is only morally right from large companies and chain stores, and would urge any employees to turn a blind eye, because you may get a pat on the back, but you certainly wont get a pay rise or a promotion for your efforts. If you want to earn more money, I would suggest robbing from the company you work for.
