Locked and blocked: Power tool thefts thwarted
Power tools are the life of the hardware store. But thefts of power tools can threaten that lifeline.
Robert Gann, general manager of Yeager’s Ace Hardware, talks about loss prevention of his power tools.
“Currently the main threats are pushouts and walkouts,” Gann said.
Thieves will grab high-ticket items, “carry or load up in carts and wait on cashiers to get busy and walk or run out the doors,” he said, adding, “this type of theft has increased since 2021.”
His hardware business is a four-store chain, with a fifth location being built. They serve the Arkansas River Valley, the west-central part of the state. They have customers from Arkansas and Oklahoma.
“Most of these work in pairs with vehicles waiting at or near the entrance. We have had discussions with cashiers to notify management if they see vehicles parked at the front of the store,” said the GM.
Threats come in the form of backpacks and large purses and totes.
“Large bags and totes are an increasing issue. We have a company policy to use ‘aggressive hospitality’ with customers acting off or with large totes and purses,” he said.
And then there’s, “your everyday thief that steals by putting merchandise down their pants or in coats,” he said. “We have two stores located central to homeless encampments. We have lots of walk-ins from these camps and have to stay on our toes watching them.”
There are strategies he employs for stopping or lessening power tool thefts at their hardware store. And the most effective one of all might be staffing.
He said you must staff the friendliest and most aggressive team members in the Tools and Outdoor Power areas of the store.
“Assign coverage in these areas on your schedules and set expectations with the team that every customer that comes in the area is greeted,” said Gann.
The GM deploys what he calls his “aggressive hospitality” strategy with suspicious shoppers in their stores.
“Aggressive hospitality is just focusing on those suspicious shoppers, giving them assistance and staying on the same aisle as that person,” he said.
“Team members will be zoning, stocking or cleaning while the suspicious shopper is down the aisle,” said Gann, “keeping eye contact with them.” He said, most thieves will leave knowing they are being watched.”
From 5-7 p.m. his store has a company policy that the manager stays at the front end to help watch for walkouts and suspicious shoppers.
He said that each morning, managers walk the lock-up/cable-up area to ensure no cuts to cables have been made. They also test alarms on power equipment to ensure they are audible.
The GM said to keep power tools out of reach and off lower overheads.
“We have moved all power tools in overheads to the highest counters on the sales floor, which are 120-inch overheads,” he said. To prevent customers from grabbing off of overheads.
They want customers to see their breath of inventory, but do not want it down low enough to get stolen.
He shared his successes in loss mitigation.
“We learn and then put procedures in place for every new theft experience. Our goal is to control theft, but have merchandise accessible for the outstanding customers that shop each day,” he said.
Using photos to identify suspects is beneficial as well.
“Sharing images in a group chat when theft occurs is helpful. We have a store group chat with managers,” he said. When they have images, they share, and have the managers show their teams.
He gave tips to help the small retail hardware owner. “Know what your shrink is in theft,” he said.
Theft is a serious problem, but the shrink caused at store level is just as important as theft. Gann said, “training on proper processes is as fundamental as training to spot shoplifters.”
Once someone makes eye contact with you, the less likely they are to steal, the GM said, then added: “Aggressive hospitality works.”
Another retail hardware store manager weighed in on workable loss prevention strategies.
Bradley Gadek, manager of Northbrook Ace hardware near Chicago, said his store had a smash and grab theft four years ago.
“They crashed right through our front window and took nothing but chain saws – all of them,” the hardware manager said.
“Now we have chain saw locks on each STIHL chain saw. We haven’t had any stolen since then. They are very secure. STIHL provides the locks along with the chain saws,” said Gadek.
