crime

#874: Impossible to Display

A sequel to Getting More Tale #795:  A Case for Security

GETTING MORE TALE #874: Impossible to Display

Shoplifting accounts for over a third of inventory shrinkage in retail.*  At the Record Store we had numerous strategies to combat this, as discussed in prior chapters.  An alert staff can stop a staggering amount of theft, but the last line of defence for us was a magnetic security tag system.  Trying to lift a de-tagged item would set off alarms at the store.

Cassettes, one of of our lower-cost items compared with CDs and box sets, were protected with a single magnetic strip hidden on the seam on the shrink wrap.  These had to be de-tagged magnetically with a device — they were single use only and the tag left the store with the product after being disarmed.  Each tag cost five cents, and that added up.  Higher-cost box sets were protected with multiple tags hidden on the edges of the packaging.  CDs, which also carried significant cost but were the majority of our store, were protected by a double-edged sword.  They were housed in an unbreakable and re-usable plastic longbox, with the magnetic tag stuck to an inner edge.  These tags never had to be disarmed.  You just removed the security case with a special key and set it aside for re-use on fresh inventory.

Cassettes were checked weekly to re-secure loose tags.  We kept a close eye on everything and everyone.  Combined with good practices, the security gate at the front of the store prevented a lot of theft.  Still, there were certain items that were unfortunately hard to both a) protect properly and b) display properly at the same time.  Unusual packaging made some albums difficult to stock on the shelves with the rest of the catalogue.

December 6, 1994:  Pearl Jam – Vitalogy compact disc

Although we weren’t equipped to display records, we had no problems when Vitalogy was released on vinyl November 22, 1994.  We sold the five copies we stocked on the first day.  It was the CD release two weeks later that caused us grief because we ordered those en masse.

The CD release of Vitalogy came ensconced in a miniature cardboard book-shaped package.  It had the same dimensions as a normal CD case, just flipped upright on its short side.  You could put them in a CD security box no problem, but T-Rev discovered a weakness in its design.  Because it was thinner and more flexible than a standcard CD case, you could with a little effort force it out of the security box without unlocking it.  This meant we couldn’t safely stock it out on the shelves.

Instead, the boss man set up a small box under close watchful eye at the front counter.  He placed the Vitalogy CDs in it, with every fifth copy turned 45 degrees so he could easily count how many were in there at any given time.  If he knew that he had 20 copies in the box, but suddenly only counted 19, then he would see if anyone in the store was carrying one around to purchase it.  Eventually we just put it back in the security cases, assuming nobody would be as inventive as T-Rev in trying to get one out.

May 29, 1995:  Pink Floyd – p·u·l·s·e compact disc with flashing light diode.

The original CD release of Pink Floyd’s p·u·l·s·e had a unique gimmick.  The oversized cardboard shell contained the 2 CD album in a book-style case, plus a flashing light gimmick powered by two AA batteries in a hidden compartment.  When the CD was reissued without the light and space-consuming batteries, it could fit in a standard size CD security box.  However the full-on, limited edition original was too large to be stored in our shelving.  Once again we had to put them at the front counter, this time stacked in a pile.

What I remember most about the “pile of p·u·l·s·e” is that flashing light.  However many copies were in that heap at the front counter, the lights flashed incessantly.  You could not turn them off.  Once you purchased the CD, you could remove the batteries from the inside.  Safe in their shrinkwrap on our countertop, they just flashed and flashed away.  Never in synch.  No two copies were ever in synch.  I guess it might have depended on how much juice was still in those batteries.  Copies of p·u·l·s·e flashed for years without a battery change.

June 20, 1995:  Michael Jackson – HIStory double cassette in cardboard sleeve

Although cassettes were being slowly phased out, we still had to carry certain big releases on the format.  In 1995, Michael Jackson still sold impressive numbers.  Enough that we carried one cassette copy, which once again, was packaged in such a way that we couldn’t display it on our cassette shelves.  Unlike other doubles, which sometimes came in a “fat” double cassette case (like Phantom of the Opera) or two normal cases packed together (like The Song Remains the Same), Michael Jackson’s HIStory came with the two tapes face up, side by side, in a cardboard box.  It was dimensioned like no tape shelving system known to man.

Too cumbersome to take up valuable front counter space, HIStory was deigned be displayed without fanfare on a shelf behind the desk.  To buy a copy of HIStory on cassette from us, there were only two paths to a sale:

  1. The customer would have to notice it behind the counter when purchasing other items, and ask for it.
  2. The customer would have to ask if we carried it, and not everyone asks.

My solution was clever.  I had just acquired a computer program that enabled me to create perfectly formatted cassette J-cards for my tape collection.  I used it to print a sleeve that said “MICHAEL JACKSON – HISTORY – 2 CASSETTE SET – ASK AT COUNTER”.  I put that in an empty tape case, and filed it with the rest of the Michael Jackson cassettes.  It took forever but it must have sold eventually!  I don’t know if I was responsible because it didn’t happen on my shift.

We had a cramped little space and we made the best of it.  Given that we were constantly battling for every square inch, any time an artist came out with something that was impossible to display, it created a unique little headache for us!

 

* The other 2/3rds are largely staff theft and errors.

#529: Demanufacture

GETTING MORE TALE #529: Demanufacture

When a store buys and sells used CDs, theft is an ongoing problem.  It’s not the left of your own stock that is the issue.  Used CDs are usually kept safely behind the counter in 99% of stores.  The theft headache is more a problem of people selling stolen goods to you.

We have discussed these issues here in the past [click the links for the full stories].  In order to combat theft, all customers selling used goods had to be 18 years or older, with valid government issued photo ID.  No photo ID, no sell.  People would get pissy about it (“I have to show you ID to sell one CD?”) but that was the law in the province of Ontario.  We didn’t make it, we just followed it.  To a “T”.  That was our responsibility and how we protected ourselves.

Stolen CDs are not easy to identify at a glance.  They don’t come in with glowing security dye on them.  They look like any other CD.  Sometimes they are sealed, but what does that prove?  Only that the disc was never opened.  I have lots of CDs here that have not been opened yet.  The best clue might be if a young Korn-looking kid came in selling a well-stocked jazz collection.  (Yes, that’s profiling.)  It was often an indicator that a kid may have ripped off mom or dad’s CD collection.  Sadly this happened a handful of times in my 12 years at the store, and once to a customer that I knew.  He was ripped off by his own son.

We did our part by taking the ID.  We also diligently recorded every single disc bought from customers.  Every single one.  Whether you sold one CD or 150 CDs, we had to write down every last title.  (Before we had computers to do it with, anyway — the cops hated our penmanship.)  This helped police track possible stolen property…but only if the victims reported it stolen.  If they said, “I lost 150 discs,” that doesn’t help.  If they instead reported, “I lost 150 discs, mostly jazz.  There was a Miles Davis Bitches Brew, Sketches of Spain, Kind of Blue, Milestones, and Tutu…” then they might have a chance.  Those titles were less common and should stand out among the fodder.

When T-Rev and I were working at the first store in the chain, at a small mall, we used to get unfortunate calls about stolen property infrequently.  The guy who worked at Dr. Disc downtown was one such victim, who put an A.P.B. out for his lost collection.  He lost a number of Beatles discs, but he marked them with a piece of tinfoil under the CD tray.  It was rare that we’d see the stolen items, but on one occasion in 1995, we were able to save the day for one particular customer.

stencil-guyPeter the Rocker was a regular.  The legend goes that he painted the Metallica “stencil guy” on the hood of his car.  His Austrian accent made him sound more “metal”.  He once announced loudly, “Hey, someone shit their fucking pants in this store!”  (Everybody could smell it, apparently, except the perpetrator who approached the counter to ask questions.  We backed up as far as we could and tried not to breathe.)

He came in to see T-Rev one afternoon, quite upset because a number of his CDs were stolen.  He gave Trevor a list.  As mentioned, it would be helpful when a list like this contained at least one “rare” or “uncommon” title.  Peter the Rocker’s rare title was the latest Fear Factory album, Demanufacture.  It was the new imported limited edition digipack with three bonus tracks.

Lo and behold, a kid came in later and sold the Demanufacture digipack with bonus tracks.  The police and Peter were alerted.

The police came in, got our records, and tracked down the young seller.  “You sold these CDs.  Which of these is the one that you can only get on special import?”  The kid couldn’t answer.  He didn’t know because they weren’t his.  They were Peter’s.

This is a fine example of the customer, the store, and law enforcement working together to get results.  Peter got his CDs back, happily so.  The kid got busted, and we got to be the good guys by helping to get this done.

Crime doesn’t pay!

Part 225: Bait & Switch

WEIRD FOO EP_0001

RECORD STORE TALES Part 225:  Bait & Switch

One Wednesday afternoon in 1997, I was working alone. A gentleman in his mid-20’s walked into my store. He browsed the hip-hop section and I asked him if he needed any help finding anything. He said no, and was pleasant enough. About 10 minutes later, he approached the counter to make a purchase.

I knew immediately there was a problem. In his hands was a used copy of Puff Daddy’s brand new smash hit album, No Way Out. It had one of our Bargain Bin stickers on it, priced at $5.99. However the album was a fairly new release, and any used copies we had were always priced at $11.99. I’d never put one of them in my Bargain Bin, ever at this point. You just didn’t throw a new release into a sale bin. As Puffy said, “It’s all about the Benjamins.”

I couldn’t rule out staff error, so I double checked. Each price tag had a stock number on it. That stock number told me the location of the actual CD; the discs were all kept safely behind the counter.

Sure enough, I referred to the stock number which led me to a completely different CD, one that was common for our Bargain Bin. It wasn’t staff error. This meant that somebody switched the Puff Daddy price tag with another CD, from our Bargain Bin.

I knew this wasn’t going to be easy.

“OK, I have a problem here,” I began, as gently as I could. After all, I had no way of knowing for sure that this guy switched the tags himself. It was probable that he would, very few people would switch a price tag and leave it. I could even see where the tag was peeled off and re-applied. “This CD isn’t actually $5.99. It’s supposed to say $11.99. It looks to me like someone switched the price tags. I’m not saying it was you…I’m sorry about this…but I can’t sell you this disc for $5.99. $5.99 is less than we actually paid for it.”

He shrugged. “That’s not my problem. You have to honor the price tag.”

“This price tag,” I countered, “links back to a CD by Hole. I can sell you that CD for $5.99, but not Puff Daddy. This is a brand new release, we never put new releases out in our Bargain Bin.”

Then he got fancy. “Are you familiar with the Bait & Switch law?”

I was. From Wikipedia:

First, customers are “baited” by merchants’ advertising products or services at a low price, but when customers visit the store, they discover that the advertised goods are not available, or the customers are pressured by sales people to consider similar, but higher priced items (“switching”).

“This isn’t a Bait & Switch,” I argued. “Somebody else switched the price tag. Like I said, this tag right here links back to Hole, not Puffy. I can sell you Hole for $5.99, for Puffy, you’d pay $11.99. Again, I’m not saying you switched it. But somebody did. I’m sorry about that but I can’t lose money on this CD because somebody switched a price tag on me.”

“Legally, you are obligated to let me have that CD for $5.99. You’re in violation of Bait & Switch laws. Do you want me to get the cops involved?”

I knew he wouldn’t do that. “You can do that if you want, but what’s to stop me from going over to Walmart, taking a price tag from a $2 bag of chips, and putting it on a CD myself? Would Walmart have to sell me that CD for $2?”

Cool as a cucumber, he just shrugged.

It was at that moment that my boss walked in.

“What seems to be the problem here?” he asked.

I explained the whole situation, how somebody switched the price tag, and how he wanted Puffy for $5.99. I explained how I was 100% certain of the situation, and how the stock code on the price tag led me to a $5.99 Hole CD.

One issue that I had with my boss was that he didn’t always stick up for store managers in situations like this. I could never predict if he would stick up for us or cave.  So what did he do? He apologized profusely and he rang in the CD for $7.99 or something like that. The customer was happy as could be, so polite.

He strolled out knowing he’d won. I wonder who he scammed next?

I walked over to the Puff Daddy section to see if I could find evidence of the missing but correct price tag. Sure enough, what did I find? A Hole CD, with a poorly applied $11.99 price tag on it, in the hip-hop section not far from Puffy. And what did that $11.99 tag’s stock code lead me to? The spot that the Puffy disc occupied.

An $8 scam was hardly going to break the bank, but I felt about two feet tall, because I knew I was right. I never let anybody else scam me in that way again.  But that’s another story…