温馨提示：本站仅提供公开网络链接索引服务，不存储、不篡改任何第三方内容，所有内容版权归原作者所有
AI智能索引来源：http://www.cspdailynews.com/technologyservices/2023-nacs-show-planning-problem-customers-dishonest-employees
点击访问原文链接

2023 NACS Show: Planning for Problem Customers, Dishonest Employees

进入原网站 导航首页
">2023 NACS Show: Planning for Problem Customers, Dishonest EmployeesContinue to Site >>>Menu

Search CSP Daily News

Search2023 NACS Show: Planning for Problem Customers, Dishonest EmployeesLoginSubscribeLoginSubscribeRetailer NewsCompany NewsMergers & AcquisitionsCategory NewsBeveragesCBD/HempFoodserviceFuelsGeneral Merchandise/HBCSnacks & CandyTechnology/ServicesTobaccoDataTop 202 Convenience Store ChainsMystery Shop ResultsCategory Management HandbookThe State of FoodserviceSpecial ReportsGreat Coffee ProgramsHot Markets for C-StoresRetail Leader of the YearThe Future of FuelsC-Suite in the Hot SeatStore DesignIndie InfluencersSustainability Outlook 2025View AllResourcesCSP MagazineConvenience Store ProductsPodcastsWebinarsDownloadable ReportsNewslettersAdvertiseContact UsEvents & CommunitiesConvenience Retailing UniversityOutlook LeadershipC-StoreTECC-Store WomenAll MeetingsSocialFollow on XFollow on FacebookFollow on LinkedInFollow on Instagram×EditPayment apps are rewriting the rules of loyaltyDoorDash says it has an advantage over Amazon in groceryHuck’s Market launches Tote POS platform at flagship storeVenHub launches automated shelf mapping technologyTiger Fuel connects c-store rewards program to car wash membershipPremiumTechnology/Services2023 NACS Show: Planning for Problem Customers, Dishonest EmployeesMaverik, Wawa experts offer advice, insight; ‘Violence against our associates is the No. 1 concern of ours’ By Chuck Ulie on Oct. 12, 2023 FacebookTwitterLinkedInPhotograph by CSP StaffIn training its employees to deal with problem, unruly customers, convenience-store retailer Wawa teaches the PEACE model: Pause, empathize, assess (the situation), control (the situation) and end (it successfully).

This comes from Byron Coleman (pictured right), manager of asset protection and security at Wawa, Pennsylvania-based Wawa, speaking at a session on securing the retail landscape at the 2023 NACS Show in Atlanta last week.

“Violence against our associates is the No. 1 concern of ours,” he said.

Coleman said Wawa trains its employees on situational awareness and the anger cycle, adding that employees also are taught about “tagging in”—encouraging another associate to assist with a problem situation—and “tagging out” when the employee isn’t comfortable with what’s going on. “Tagging up” means to get management involved.

“We let our associates work with what they’re comfortable with,” he said.

Meanwhile, at Salt Lake City, Utah-based-Maverik, Britt Davidson (pictured left) of the risk department said there’s no one plan that will work everywhere and that employees can react on both ends of the spectrum: Some are so used to problems that they don’t report them. In these cases, “You’re missing the low-hanging fruit of opportunity to create a safer space,” Davidson said. Conversely, some employees overreact and threaten to shut down the store.

The session was moderated by Lori Stillman (pictured center), vice president, research and education, at NACS, who said the convenience-store industry loses $13 billion annually due to retail theft.

Body CamerasColeman said Wawa conducted a pilot program earlier this year where employees trained in de-escalation techniques wore body cameras.

“We learned a lot,” he said. “The training associated with deploying those devices is positive, but you also have to pick the right associate. If you want to pilot this, it’s important to approach it with the right people and with the right training methods to realize the benefits.”

Coleman said there’s a learning curve in wearing this equipment and the associate must be comfortable with conflict management.

“Some don’t want to do it,” he said, adding that during the program Wawa did not get significant negative reactions from customers. “Most were glad to see we were trying something either with technology or other methods . Your customers realize, as do you, that you’re dealing with a difficult situation.”

Davidson added that there are many options with personal protection devices. “You can be as covert or overt as you wish,” he said. “Cameras can look like a name badge or a big, bright flashing device. Use something that won’t negatively impact sales.”

Coleman said Wawa took the overt approach in its use of cameras: a yellow shirt with a black device in middle that was “fairly obvious.” However, he added, “The smile the associate had when greeting customers overcame any negative associated with that.”

Problems OutsideOutside c-stores, an area that cannot be ignored, Davidson said, “It really begins as you approach. You want to put technology, people, physical assets out there that people see, get it, and fear it. Cameras are not always seen and people don’t always fear them.”

Davidson said c-stores should be overt that they’re taking a stance in creating a safer shopping environment. “Creating a safe inner store starts at the curb,” added Davidson, who said he’s most concerned with loitering.

Coleman added that Wawa works with community providers to help without hurting those seeking help. “We have myriad resources and our managers are competent,” he said. “We want to operate as though we’re a family.”

Sometimes all that’s required is phoning law enforcement to visit the store for a coffee and discuss what the retailer is observing in certain areas, Davidson said.

“Sometimes, because they’re so busy, they’re not aware of what’s going on at one of your stores,” he said. “They’ll come and walk your property and give tips. The community resource officers are wanting this type of relationship.”

Credit Card SkimmersOne crime discussed was credit card skimming, an area where Davidson said he’s seen a significant increase. “They are always evolving,” he said, adding that retailers should have processes in place to do a minimum daily check on dispensers. “You are probably dealing with it somewhere and don’t know about it yet.”

New deep-insert skimmers are difficult to detect and don’t require the criminal to return to the fuel pump to collect information. “They can get in remotely now,” he said. “They also use tools to destroy the tap to pay mobile reader so customers are forced to skim their card.”

When asked about controlling employee theft, Davidson said the foundation to prevent this crime is education and awareness, including talking about employee dishonesty during the onboarding process.

“The majority of our internal theft was associates at or below 90 days or employment, and most comes from overnight employees,” Davidson said. “With this data, we can strategically create awareness campaigns for subgroups of employees and push encouraging awareness flyers to create less loss.”

Coleman added, “At Wawa, our employees are store owners, so we foster that mentality. Make sure the employee knows they’re important to your company and its profits and that they are important people.”

NACS Show  news  security  technology  Chuck Ulie is foodservice editor for CSP.

View All Articles by This AuthorWant breaking news at your fingertips?

Get today’s need-to-know convenience industry intelligence. Sign up to receive texts from CSP on news and insights that matter to your brand.

Newsletter

The latest from CSP, sent straight to your inbox.

Thanks for signing up!Click here to complete your profileMultimediaNACS Chairman Annie Gauthier reflects on leadership, community and the future of convenience storesHow AI is transforming loyalty and customer engagementHow convenience stores and supermarkets are gunning for restaurantsWhy limited-time offers are important to convenience stores

The Latest

Company NewsFEMSA’s fourth-quarter revenues grow 5.7%Company NewsPar Pacific posts strong 2025 earnings, retail same-store fuel sales tick upTechnology/ServicesPayment apps are rewriting the rules of loyaltyListen to your daily news: CSP Daily News PodcastsNew episodes weekdaysAt Your ConvenienceRetail TodayC-Store TEC Talks

Related

PremiumCompany NewsUrban Risk vs. RewardPremiumCompany NewsThe Pros and Cons of Operating in an Urban Market

More on this Topic

Technology/ServicesPayment apps are rewriting the rules of loyaltyTechnology/ServicesDoorDash says it has an advantage over Amazon in groceryTechnology/ServicesHuck’s Market launches Tote POS platform at flagship storeTechnology/ServicesVenHub launches automated shelf mapping technologyTechnology/ServicesTiger Fuel connects c-store rewards program to car wash membershipTechnology/ServicesWeigel’s integrates personalized audio into its retail media networkExclusive ContentPremiumFoodserviceHere are the restaurant segments most ripe for c-store competition

Convenience stores have plenty of runway to go head-to-head with restaurants on pizza, breakfast, fried chicken and more

PremiumMergers & AcquisitionsRaceTrac enters uncharted territory with its Potbelly acquisition

The Bottom Line: There has never been a purchase of a restaurant chain the size of the sandwich brand Potbelly by a convenience-store chain. History suggests it could be a difficult road.

PremiumFoodserviceWondering about Wonder

Marc Lore's food startup is combining c-stores, restaurants, meal kits and delivery into a single "mealtime platform." Can it be greater than the sum of its parts?

TrendingCompany NewsFEMSA’s fourth-quarter revenues grow 5.7%Company NewsPar Pacific posts strong 2025 earnings, retail same-store fuel sales tick upTechnology/ServicesPayment apps are rewriting the rules of loyaltyMore from our partnersFoodserviceGive Customers the Flavors They CraveFoodserviceMake Convenience Stores a Mealtime DestinationTechnology/ServicesWhy unified tech stacks are key to retail successTechnology/Services12 Days of Outcomes: How a Unified Platform Drives Real ResultsBeveragesThe future of beverage dispensing: Why compressed air is changing the gameNewsletterWant breaking news at your fingertips?

Get today’s need-to-know convenience industry intelligence. Sign up to receive texts from CSP on news and insights that matter to your brand.

Newsletter

The latest from CSP, sent straight to your inbox.

Thanks for signing up!Click here to complete your profileEssential ResourcesTop 202 Convenience Stores 2025

CSP’s Top 202 details the largest chains in the convenience-store industry and the biggest mergers and acquisition news from the past year. Take a deep dive into the c-store landscape and see the top 202 chains here.

Category Management Handbook 2024

Category sales performance in Beverages, Candy, General Merchandise, Packaged Food/Foodservice and Snacks.

The Distributor 15 2024

The industry’s largest distributors by sales volume

Convenience Store Products

The latest information on products and trends in the convenience-store and foodservice industries.

Grand Openings

Peek inside new convenience stores to uncover the best in retail store design across North America.

Company News

Corporate retail news affecting the convenience-store industry

Trending Company News5 takeaways from the first day of CRU 2026Foodservice5 'consumer conundrums' reshaping c-store category managementMergers & AcquisitionsStewart’s Shops under contract to acquire market in Alexandria Bay, New YorkAboutNewslettersAdvertiseCSP Magazine In This Issue Breaking barriers | February 2026 Digital EditionDo not sell my personal infoPrivacy PolicyCode of ConductContact UsRSS

Copyright © Informa Connect 2026

智能索引记录