Why Operational Alignment Is a Revenue Strategy, Not a Checklist
Don’t Let Silos Turn Small Problems Into Expensive Decisions Most leaders don’t wake up one morning to discover they’ve lost millions of dollars. Revenue erosion is almost always gradual. It happens through hundreds of small decisions that seem reasonable in isolation but become costly when viewed together. A missed upsell here. An abandoned purchase there. […]
Mystery Shopping, AI, and the Mediterranean — Not a Bad Week
Alicante, Spain. Someone had to do it. I recently attended the Mystery Shopping Providers Association (MSPA) European meeting, and I’ll admit, it’s hard to complain about a conference with that backdrop. But beyond the sunshine and paella, this one genuinely meant something to me. As a founding member of the original MSPA chapter in the […]
Perception Meets Reality: Why Guest Surveys and Mystery Shops Belong Together
Turn scattered feedback into decisions that drive revenue. A property on the Las Vegas Strip experienced an issue at the front desk. The surveys said so — check-in was slow, guests were frustrated, scores were sliding. The obvious fix would have been to coach the front desk team and move on. So they sent mystery […]
How Brand Standards Reduce Losses
An old saying (and honestly, I may have made it up) states that Good Loss Prevention is simply Good Operations. Therefore, if we have the correct brand standards and adhere to them, we will have fewer losses. The reason is simple. Most intentional and unintentional losses are the result of two things: Opportunity and Behavior. […]
Brand Certainty: Sticks and Stones and Social Media Storms
Social media is both a company’s greatest ally and worst foe. In an age where the smallest incident can become viral headline news, brand image has become as much an asset protection responsibility as a marketing message. Post-event management is no longer enough. Companies need the same preventive measures they apply to the rest of […]
Employee Dishonesty: Avoiding Potential Liability
Companies are afforded a certain degree of latitude in resolving internal dishonesty issues. Certain factors, however, can turn doing the right thing into a bad situation. These factors include: Actual or perceived treatment of an employee throughout the interview The evidence that supported dismissal The consistency in decision-making The length of the conversation In […]
Why Identifying and Understanding Employee Behavior Is Essential to Retail Success
What is Employee Behavior and How Does it Affect a Company’s Overall Performance? The way employees act toward particular situations or circumstances in the workplace is commonly referred to as employee behavior. While many factors determine an employee’s workplace behavior, the workplace’s culture is a significant determinant of how employees act. Corporate and personal culture […]
Employee Dishonesty: How do we resolve it?
Knowing that someone is stealing and knowing precisely who is stealing are two very different things. Resolving employee dishonesty is vital to the health of your business. But, equally critical to ensure that the attempted resolution does not create greater legal or employee relations. Professionally resolving employee dishonesty ensures the resolution costs do not become more significant than […]
Employee Theft: What are the red flags?
Loss Prevention experts agree that about one in 10 employees steal from their employer, and the average dishonest employee steals about seven times more than a shoplifter. So, how do you know you have an employee theft problem? What are the red flags that indicate dishonesty? There are several, but there are three big indicators […]
Employee Theft: How do we deter it?
According to industry studies, employee theft costs companies billions of dollars each year. It has been cited that as much as half of all losses are the result of employee dishonesty. Resolving these issues is important, but deterring employee theft incidents is a better business practice. So, how can we deter employees from stealing? […]