So today I’m walking through my store when I notice that Xbox consoles aren’t piled up into the same shapes they were before my day off. I check the on hand counts and it appears that we are suddenly missing a ton.
Then a coworker approaches me and tells me all about a customer who had walked around on his phone, talking to some guy out in a van parked behind the building. Not a good sign. Sounds like we were cased at bare minimum.
I reviewed video.
While I was gone, customer contact had not been the same. People were going unserved, unnoticed. People were ducking inside the store with hats and glasses on, their heads down. Several were on their phones. I switched the camera view to the outside…
And watched in utter shock as those anonymous people pushed cart after cart of merchandise out of the store within minutes. Adding insult to injury, they loaded their vehicle and turned right around and hit us again… and again…
One guy grabbed a laptop by the handle on the box and calmly strutted out with it, unpaid. It worked so flawlessly. He walked back into the store and repeated himself.
Thousands. And thousands. Of dollars. I kept jumping up and exiting my office to assist on the floor, but it was yesterday’s footage. These people were gone.
I recorded key timestamps, wrote a summary and left my findings for people who are higher up. Tomorrow is another day off.
I simply cannot be there all of the time.