Category: Commercial Security

At Retail Security Services, strong leadership and clear communication are at the heart of our success.

Today, we’re excited to feature Jen Sparling, Director of Client Services, who’s been with RSS since its inception a decade ago. Jen shares the importance of trusting your team, tailoring communication to resolve issues, and what she expects to see as the industry continues to change.

Can you share a little about your journey with Retail Security Services? How did you get started and what led to your current role?

I started with PRS and was with them for about three years when Kathleen [Larmour, COO] came to me about starting RSS. I was told that Allison and Danielle would be running it and Allison asked for me. I was in a place that I was looking for a change, so it was perfect timing. They said to take some time to think about it and let them know, but by the time I sat back down at my desk I decided I’d do it. I’ve been with RSS since its inception 10 yrs ago. I started as coordinator, then was a client manager, moved to client services manager, then director of client services.

What are some of the biggest changes you’ve seen in the industry as you’ve been in it over the years?

The level of threat has changed. People have gotten more brazen– what people are willing to do in a public place and how they act or treat others has changed. People get loud, we deal with thrown food, more smash and grab events, etc. I really saw a huge change in security when COVID hit and then in the aftermath. What our security guards had to deal with really was uncharted territory, dealing with people not complying with mask mandates, limiting occupancy, things like that.
After that, things changed, and the security guards had to change how they do things. There are more disgruntled guests. A lot of clients aren’t coming to us to protect their merchandise as much as to help their staff feel safe. The merch is insurable, not that anyone wants to lose it, but more so they want their employees to feel safe when they come to work every day, and the guard is the person that makes them feel comfortable and lets them know they’re ok to be there.

How has RSS changed from day 1 to now?

We started with five people and now have well over 30. The type of guard posting we do has changed. We started with a few clients for overnight construction security, and there was a time where daytime posts were unheard of, now it’s about 50% of our business. We perform a lot more customer-facing posts, so daytime loss prevention, bars, restaurants, medical offices, etc.
What does a typical day look like for you as Director of Client Services?
I call myself a firefighter– I put out a lot of fires. I’m the point of escalation for anything needing extra attention. I make things right and try to prevent the fires as well. I do a lot on the back end, constantly updating post orders, client info, pricing, and keeping an eye on clients. I monitor, stay informed, and track for trends to make any changes our clients may need. Client managers come to me throughout the day with whatever they need, whether it’s questions or guidance, we navigate that. I work with the on-call staff, so scheduling, answering questions nights and weekends. Security is 24/7!

How would you describe your leadership style?

I do not believe in micromanaging. My people made it to where they are for a reason: they work hard, they know their job, they know what to do, and when to do it. I of course nudge when needed but I try to let them do their jobs without hovering.
I have an open door policy, any questions or issues, I’m here. You can treat everyone fairly and not treat them all the same. I may use a different approach for a teammate that’s a better fit for their personality. I can expect the same things from everyone, but say things in a way that each person responds to better. I try to be fair but mindful of what approach works best with who I’m working with.

What do you think are the keys to leading a successful team?

A tailored approach, trust in your team, and understand that they’re human and make mistakes. It’s about making sure they learn and move forward, and how we recover and move forward that sets us apart.

How do you foster collaboration between departments to ensure smooth operations?

Communication is what it all boils down to. Making sure things are communicated in the right way. Before I change a procedure or anything really, I get input from those affected to see how it’s working and see if this change would be positive or negative. I don’t know everything, that’s why I have a team, I try to make changes based on valuing their opinions and insight.

What advice would you give someone wanting to work in client services or security?

Expect the unexpected! Whenever you think you’ve heard it all, you haven’t, even after 10 years. Also for client services in general, you’re only as good as your last job. Your client could have the best services for 1 year, then that last work order went unexpectedly, & that’s what they’re going to remember. The flip side is that if you strive for each one to matter the most, that’s what they’ll remember.

What has been the most rewarding part of your career at RSS?

I feel like I’ve watched my kids grow up! All my client managers have been promoted from within, so to have seen them start from the basics to where they are now is so rewarding. It’s awesome to see your staff and people you build relationships with grow and change and know you were part of their journey in some way.

What motivates you to continue growing and leading in this field?

Just seeing how much has changed in the last decade, I didn’t know we would evolve to where we are now, I can only imagine what the next 10 years will look like and I want to grow with it! I never want to be stagnant, so I want to grow in the same way with our company.

What are your big goals for RSS?

Continuing to grow our client base, continuing to have good relationships with existing clients, and adding another client manager to the team! I will travel and do more face-to-face with clients this year, as well, which is exciting.

Is there anything else you’d like to share?

That I’m very lucky! I have a lot of support, the Director of Ops Allison is absolutely amazing, so I’m very lucky to work with her every day. We work together really well and both push to help grow the company. I feel very supported, it’s a woman-owned and woman-driven company, so it’s nice working with all the incredible people I work with.

 

Organized retail crime (ORC) is a growing challenge affecting retailers of all sizes. Unlike typical shoplifting, ORC is planned, coordinated, and often involves groups of individuals working together to target stores, resell stolen goods, and exploit weaknesses in security. The impact of ORC can be significant, affecting everything from inventory loss and employee morale to the customer experience and a store’s bottom line.

Below, we’ll break down what organized retail crime entails, why it’s on the rise, and what steps retailers can take to protect their businesses.

What Is ORC?

Organized retail crime is the systematic theft of retail goods with the intent to resell them. Unlike impulsive or individual shoplifting incidents, ORC operations are coordinated, involving multiple people and sometimes sophisticated methods. These groups often target high-value items like electronics, clothing, and cosmetics, which can be easily sold on secondary markets. The stolen merchandise is often resold through online marketplaces, pawnshops, or within other retail channels.

ORC differs from petty theft in its organization and impact. It’s often connected to other illegal activities, such as identity theft, drug trafficking, and even gang-related crime. These criminals aren’t just stealing for personal use; they’re operating with the intent to profit on a larger scale.

Why Is ORC Growing?

Organized retail crime has been on the rise for several reasons:

1. E-Commerce Growth: Online marketplaces have made it easier for stolen goods to be sold anonymously, making detection and prevention more challenging for retailers.

2. Low Prosecution Rates: In some regions, theft below a certain monetary threshold is considered a misdemeanor, which may discourage prosecution or penalties. This leniency sometimes emboldens ORC groups.

3. Economic Factors: Financial pressures can contribute to the increase in ORC, as criminals take advantage of economic downturns to resell products for cash.

With these growing concerns, understanding ORC and how to defend against it is crucial for today’s retailers.

Steps Retailers Can Take to Combat ORC

While the threat of ORC is complex, there are effective steps retailers can take to mitigate its impact. Here are some recommended strategies:

Strengthen In-Store Security

Investing in comprehensive security solutions is key. This can include visible deterrents like security guards, surveillance cameras, and regular security audits. Trained security staff

can not only help deter theft but also identify suspicious behavior and intervene appropriately.

Enhance Inventory Management

Implementing real-time inventory tracking systems can help stores identify theft trends and quickly spot discrepancies. Many modern POS systems can provide data to help with loss prevention, allowing retailers to monitor high-risk items more closely.

Build Partnerships with Law Enforcement

Retailers don’t have to fight ORC alone. Establishing relationships with local law enforcement and participating in industry networks or information-sharing groups can make a significant difference. Collaborative efforts help retailers stay informed on ORC trends and build a united front against organized crime.

 

As ORC continues to evolve, so must the strategies to combat it. Working with an experienced security partner like Retail Security Services gives retailers access to dedicated professionals who understand the complexities of ORC. RSS helps retailers maintain safe, secure environments that deter ORC groups from targeting your store.

Organized retail crime is a serious threat, but it’s one that can be mitigated with knowledge, proactive planning, and strong partnerships. As experts in security solutions, Retail Security Services is here to support retailers with the tools and expertise needed to reduce risks and create a safer shopping environment.

Reach out if you’d like to learn more about how RSS can help protect your business. Together, we can combat organized retail crime and create a safer retail experience for everyone.

Retail businesses, both large and small, face various security concerns on a daily basis. From
organized retail crime to shoplifting and shrink, having deterrants help fill the gap that even
advances in technology often can’t. This is where hiring security guards becomes invaluable.

1. Increased Deterrence
One of the primary benefits of having security guards in a retail store is the deterrence
factor. Just the presence of a security guard can discourage potential thieves and
troublemakers from committing crimes. It sends a clear message that the store takes
security seriously, which can prevent many incidents before they even occur.

2. Customer Safety and Confidence
Security guards provide a sense of safety and reassurance for customers. This is
particularly important in areas with high crime rates or during peak shopping seasons
when crowds can become unruly. Customers are more likely to shop and spend time in a
store where they feel safe and protected.

3. Asset Protection
Retailers must safeguard not only their merchandise but also their employees, property,
and assets. Security guards can actively monitor the store, patrol the premises, and
prevent theft or vandalism, thereby protecting the store’s assets and helping staff feel
supported and safe as well.

4. Positive Customer Relations
Security guards can also play an important role in customer service should this be a desired task. They can assist customers with directions, answer questions, and provide a friendly and welcoming presence. Many people don’t know that security guard posts, including their uniforms, are completely customizable. Retail Security Services offers tailored post orders that can detail guard uniforms to match a retailer’s branding and/or culture. This amenable appearance can help customers feel welcomed and enhance their overall shopping experience.

Hiring security guards is beneficial for retailers for multiple reasons. From deterrence and
customer safety to asset protection and positive customer relations, security guards are a
crucial service to any retail business. By investing in professional security services, retailers can
create a safer and more secure environment for both customers and employees while protecting
their business from potential security threats.