Security incidents are an unfortunate reality for many businesses. Even if you do everything right, you could still become the victim of a robbery.
Some security incidents just can't be prevented; they are crimes of opportunity rather than "set-ups". Fortunately, by following some basic safety and loss prevention practices, you can minimize your exposure to robberies and the ensuing injuries - not to mention the emotional trauma.
- What Are Security Callbacks
- When Should a Security Callback Be Made
- CSRs Are The First Line Of Defense In Identifying Suspicious Orders
- "Double Security Callback" Policy
- Documents
What Are Security Callbacks
While there are certain situations in which you should always make security callbacks, it's never a bad idea. Callbacks can also be made to "introduce" yourself to the customer: let the customer know when you'll be arriving, and ask them to turn on the porch light and restrain any pets. This could also serve as a reminder to customers to gather their money - which could reduce the amount of time that you spend waiting at the door- and give that "personal touch" that might result in a bigger tip - and a more loyal customer.
When Should a Security Callback Be Made
Callbacks should be made for all new customers and customers with suspicious orders before the delivery expert leaves the store. A suspicious order is any order that raises suspicion during the order-taking process. Look below for some examples
CSRs Are The First Line Of Defense In Identifying Suspicious Orders
When calling the customer back from the store, make sure you speak to a person. Leaving a message on an answering machine or voice mail does not constitute a safe or effective callback. If you don't speak to a person; Don't leave the store with the order.
"Double Security Callback" Policy
In some areas it's best to implement a "double security callback" policy. In these cases, the delivery expert should make a security callback before leaving the store, and then another callback at the delivery address before exiting his car (if they have a cell phone). At that time, the delivery expert should ask the customer to turn on their porch light, open the door, and watch as the driver travels safely to and from their vehicle.
