JB Hi Fi draconian door security policy

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291 posts

Ultimate Geek

#317817 13-Apr-2010 14:04

NonprayingMantis:
Quidam: The point is, I got searched for no good reason other than they didn't like the look of me. They didn't search the woman in front of me. If they are willing to risk offending customers who have previously spent money at their store based on their current policy, they are not getting any more of my money because in my view that's not customer service.

There are other ways to improve security without offending customers.

Big finger to JB HiFi

the point is that you are upset not jut because they searched your bag, but because they searched your bag even though you had spent money there before.

The point of my post was that you cannot expect the security to guard to know that, and you cannot expect JB Hifi to issue their guards with lists of 'paying' customers so they can then not search them.

If you think you are getting searched because you look dodgy, then my suggeston is that you stop looking dodgy.

No, I'm not quite that retarded, you just aren't getting it, so I'll explain it again. I am annoyed that they have a policy that will allow for "the possibility" that a previous customer is bag searched and treated like a criminal. Of course I don't expect the guard to know my history at that shop, but by their policy, they obviously don't care, or at least not enough to change the way they run their security.

I think this is arrogant behaviour, and not at all customer focused. Service based industries (which is what they are because they are just value-adding on products that someone else made) need to treat customers in a way that will actually bring them back -get it?!?

"There is no way to Peace -Peace is the Way" (A. J. Muste)

magu

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#317818 13-Apr-2010 14:04

friedCrumpet:
magu:

I do think their behavior is acceptable seeing how easy it is for someone to just walk out of the store with merchandise without paying. As pointed out earlier, it may be a sign of the times.

Maybe JB should design their stores differently, in a way that discourages casual theft. They could start by security tagging all of their stock like other retailers do. Keep the discs out of their packets like a music store does. And maybe they could put their checkout next to the exit like at Harvey Norman, so they don't have to insist on looking at your receipt and your bag of legitimately purchased goods.

Those security measures cost extra money. Probably would affect their margins which in turn would affect the prices to customers.

"Roads? Where we're going, we don't need roads." - Doc Emmet Brown

jaymz

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#317819 13-Apr-2010 14:07

Quidam:
NonprayingMantis:
Quidam: The point is, I got searched for no good reason other than they didn't like the look of me. They didn't search the woman in front of me. If they are willing to risk offending customers who have previously spent money at their store based on their current policy, they are not getting any more of my money because in my view that's not customer service.

There are other ways to improve security without offending customers.

Big finger to JB HiFi

the point is that you are upset not jut because they searched your bag, but because they searched your bag even though you had spent money there before.

The point of my post was that you cannot expect the security to guard to know that, and you cannot expect JB Hifi to issue their guards with lists of 'paying' customers so they can then not search them.

If you think you are getting searched because you look dodgy, then my suggeston is that you stop looking dodgy.

No, I'm not quite that retarded, you just aren't getting it, so I'll explain it again. I am annoyed that they have a policy that will allow for "the possibility" that a previous customer is bag searched and treated like a criminal. Of course I don't expect the guard to know my history at that shop, but by their policy, they obviously don't care, or at least not enough to change the way they run their security.

I think this is arrogant behaviour, and not at all customer focused. Service based industries (which is what they are because they are just value-adding on products that someone else made) need to treat customers in a way that will actually bring them back -get it?!?

Have you thought that maybe they are trying to be transparent with security?

Having it this way means they stop the "You didn't search him" comments. Which could be seen as byassed to returning customers?

Quidam

291 posts

Ultimate Geek

#317825 13-Apr-2010 14:10

magu:
At least now you know you can also say 'no' to the bag search. Let us know how that goes. (Genuinely curious!)

lol if you are that curious try it yourself. Honestly, I won't be going back, there are too many other options available. I do appreciate you are being sincere with your thoughts, but I'm not accepting this, no matter how you try to rationalise it: This is not a customer focused solution to security.

"There is no way to Peace -Peace is the Way" (A. J. Muste)

Quidam

291 posts

Ultimate Geek

#317827 13-Apr-2010 14:15

magu:
friedCrumpet:
magu:

I do think their behavior is acceptable seeing how easy it is for someone to just walk out of the store with merchandise without paying. As pointed out earlier, it may be a sign of the times.

Maybe JB should design their stores differently, in a way that discourages casual theft. They could start by security tagging all of their stock like other retailers do. Keep the discs out of their packets like a music store does. And maybe they could put their checkout next to the exit like at Harvey Norman, so they don't have to insist on looking at your receipt and your bag of legitimately purchased goods.

Those security measures cost extra money. Probably would affect their margins which in turn would affect the prices to customers.

I'd almost start to think you work as a security guard at JB. Based on those suggestions, they'd actually save money on not needing to employ security guards at the door.

"There is no way to Peace -Peace is the Way" (A. J. Muste)

magu

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#317828 13-Apr-2010 14:16

Quidam:
magu:
friedCrumpet:
magu:

I do think their behavior is acceptable seeing how easy it is for someone to just walk out of the store with merchandise without paying. As pointed out earlier, it may be a sign of the times.

Maybe JB should design their stores differently, in a way that discourages casual theft. They could start by security tagging all of their stock like other retailers do. Keep the discs out of their packets like a music store does. And maybe they could put their checkout next to the exit like at Harvey Norman, so they don't have to insist on looking at your receipt and your bag of legitimately purchased goods.

Those security measures cost extra money. Probably would affect their margins which in turn would affect the prices to customers.

I'd almost start to think you work as a security guard at JB. Based on those suggestions, they'd actually save money on not needing to employ security guards at the door.

Which is not entirely untrue. ;)

And no, I'm not a security guard at JB.

"Roads? Where we're going, we don't need roads." - Doc Emmet Brown

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maverick

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WorldxChange

#317830 13-Apr-2010 14:17

Question for you, how would you handle it ...?

Take into account shop lifting and keeping competative pricing.

Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well

https://www.facebook.com/wxccommunications

jaymz

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#317831 13-Apr-2010 14:17

Quidam:
magu:
At least now you know you can also say 'no' to the bag search. Let us know how that goes. (Genuinely curious!)

lol if you are that curious try it yourself. Honestly, I won't be going back, there are too many other options available. I do appreciate you are being sincere with your thoughts, but I'm not accepting this, no matter how you try to rationalise it: This is not a customer focused solution to security.

You have to think of it from their side too, how are they to know that a customer that spent $400 in the last few months isn't going to turn sour and steal a couple of DVD's next week. With the way you want it to work that could very well happen. To combat this they would need to do police checks for every customer when they purchase items.

I see your point, but your argument is flawed

Quidam

291 posts

Ultimate Geek

#317833 13-Apr-2010 14:18

Have you thought that maybe they are trying to be transparent with security?

Having it this way means they stop the "You didn't search him" comments. Which could be seen as byassed to returning customers?

But that's exactly what they did, the woman in front of me (she had a bag) was not stopped. I was. Admittedly, she didn't have a couple of days stubble on her face and was dressed better than me, so I guess I had it coming lol

"There is no way to Peace -Peace is the Way" (A. J. Muste)

Quidam

291 posts

Ultimate Geek

#317835 13-Apr-2010 14:19

jaymz:
Quidam:
magu:
At least now you know you can also say 'no' to the bag search. Let us know how that goes. (Genuinely curious!)

lol if you are that curious try it yourself. Honestly, I won't be going back, there are too many other options available. I do appreciate you are being sincere with your thoughts, but I'm not accepting this, no matter how you try to rationalise it: This is not a customer focused solution to security.

You have to think of it from their side too, how are they to know that a customer that spent $400 in the last few months isn't going to turn sour and steal a couple of DVD's next week. With the way you want it to work that could very well happen. To combat this they would need to do police checks for every customer when they purchase items.

I see your point, but your argument is flawed

With all due respect, I don't think it is. I can go to other shops and not be harrassed like that.

"There is no way to Peace -Peace is the Way" (A. J. Muste)

keewee01

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#317837 13-Apr-2010 14:20

But why *should* a store owner or manager have to pay ten's of thousands of dollars a year to protect their stock from people walking out the door with it and not paying - something the web stores don't have to worry about. OK, you might have got a bit of a rough deal on the day, but it is a fact of life now - if I take a bag of any kind into a shop then I expect it to be a possibility that it will be searched. Hardly ever happens, but occasionally it does. Yes, I sometimes feel embarrassed by it, but I choose to take the bag in there (be it a backpack, or carry bag from another shop). Just as it is your right to be upset with JB's and to shun them and shop elsewhere/on line.

The problem is that there is so much being stolen from shops these days that they need to combat it, often in the most economical way they can. The more visual the deterrent - be it signs, cameras or a guard searching every 5th bag - the better (from the stores perspective).

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magu

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#317839 13-Apr-2010 14:21

Quidam:
magu:
At least now you know you can also say 'no' to the bag search. Let us know how that goes. (Genuinely curious!)

lol if you are that curious try it yourself. Honestly, I won't be going back, there are too many other options available. I do appreciate you are being sincere with your thoughts, but I'm not accepting this, no matter how you try to rationalise it: This is not a customer focused solution to security.

I'm not really fussed about people searching my bag. Got used to it at airports, and I make a point of not going into stores with bags.

But you have it spot-on: it's not a customer-focused solution. It's probably just one of their many procedures to prevent theft, which does happen. And as you said: you can always shop online. I almost prefer it, were it not for the fact I like to get the things I'm buying straight away.

"Roads? Where we're going, we don't need roads." - Doc Emmet Brown

NonprayingMantis

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#317841 13-Apr-2010 14:23

No, I'm not quite that retarded, you just aren't getting it, so I'll explain it again. I am annoyed that they have a policy that will allow for "the possibility" that a previous customer is bag searched and treated like a criminal. Of course I don't expect the guard to know my history at that shop, but by their policy, they obviously don't care, or at least not enough to change the way they run their security.

I think this is arrogant behaviour, and not at all customer focused. Service based industries (which is what they are because they are just value-adding on products that someone else made) need to treat customers in a way that will actually bring them back -get it?!?

And I am saying that the only way they could get around that would be to issue the guards with lists of previous customers with photos so they know who not to search. Since that is plainly ridiculous your whole argument also becomes ridiculous.

also, even if they did such a silly thing, who is to say that just because somebody has bought stuff before that means they will not be a shoplifter? It's pretty hard to shoplift a PS3 or a stereo so people might well buy that from there, but when it comes to smaller items like games or DVDs they might choose to steal it.

lastly, JB hifi posititons itself as a low cost, high volume retailer. The reason they are (usually) cheaper than other retailers is because they can cut costs elsewhere. This means that all thse suggestions about changing their store layout, putting tags on everything etc are basically pie in the sky sicne they all add cost to the business, which would mean they have to charge more for their products to make a profit, which means they will no longer be 'low price'.

They have obviously found that most reasonable non-crminal people don't object to the occaisional bag search and that therefore the cheapest way to fight shoplifters is to have secuirty guards at the door.

people who do object to these searches (like you) will either put up with them for the sake of the discount, or be willing to pay more to avoid them, and so go to other retailers like Harvey Norman who charge more but don't have the cheaper bag search security method.

NonprayingMantis

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#317843 13-Apr-2010 14:25

Quidam:
jaymz:
Quidam:
magu:
At least now you know you can also say 'no' to the bag search. Let us know how that goes. (Genuinely curious!)

lol if you are that curious try it yourself. Honestly, I won't be going back, there are too many other options available. I do appreciate you are being sincere with your thoughts, but I'm not accepting this, no matter how you try to rationalise it: This is not a customer focused solution to security.

You have to think of it from their side too, how are they to know that a customer that spent $400 in the last few months isn't going to turn sour and steal a couple of DVD's next week. With the way you want it to work that could very well happen. To combat this they would need to do police checks for every customer when they purchase items.

I see your point, but your argument is flawed

With all due respect, I don't think it is. I can go to other shops and not be harrassed like that.

some shops. And, for the most part, you can also expect to pay more at those shops for the same items.

friedCrumpet

271 posts

Ultimate Geek
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#317844 13-Apr-2010 14:26

magu:
friedCrumpet:
magu:

I do think their behavior is acceptable seeing how easy it is for someone to just walk out of the store with merchandise without paying. As pointed out earlier, it may be a sign of the times.

Maybe JB should design their stores differently, in a way that discourages casual theft. They could start by security tagging all of their stock like other retailers do. Keep the discs out of their packets like a music store does. And maybe they could put their checkout next to the exit like at Harvey Norman, so they don't have to insist on looking at your receipt and your bag of legitimately purchased goods.

Those security measures cost extra money. Probably would affect their margins which in turn would affect the prices to customers.

Yeah I'm shedding a tear right now thinking of their poor bottom line.

If other companies can do it and remain competitive, then they can too.

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