就在零售行業(yè)為雇員離職率高居不下、供應鏈問題以及善變的顧客感到頭疼不已之時,最近發(fā)生的一連串有組織的搶劫案令已然困難重重的零售行業(yè)雪上加霜。這些劫匪明目張膽,有時還充滿了暴力,他們會突襲店面,以迅雷之勢偷走店里的一切東西,上至5000美元的手包,下至10美元的剃須刀套裝。
上個月,數(shù)十名頭戴滑雪面罩的盜匪涌入加州核桃溪市光鮮亮麗的諾德斯特龍(Nordstrom)百貨公司店面。他們用自己的車輛封鎖了道路,然后敲碎了展示柜,并從貨架上拿走了一切可以拿走的商品,最后乘坐在外接應的車輛逃之夭夭,一切都在數(shù)分鐘之內(nèi)完成。這只是這家高檔連鎖百貨店遭遇眾多搶劫事件中的一起。數(shù)日后,小規(guī)模有組織的“快閃劫匪”襲擊了洛杉磯地區(qū)的兩家諾德斯特龍門店。就在不久之前,舊金山高檔消費場所聯(lián)合廣場的路易威登(Louis Vuitton)、博柏利(Burberry)和布魯明戴爾百貨店( Bloomingdale’s)店面在上個月也遭到了類似劫匪的洗劫。露露檸檬(Lululemon Athletica)和美妝連鎖Ulta Beauty店面也成為了這些團伙的目標,而沃爾格林藥房(Walgreens)則因此關閉了舊金山的五家門店。
類似事件在假日季周末再次上演:百思買(Best Buy)明尼那波利斯郊區(qū)的三家店面在感恩節(jié)到網(wǎng)絡星期一的那個周末,也遭到了“快閃劫匪”的光顧,而這個時段通常是零售商一年最忙碌的時期。這個問題導致零售行業(yè)領軍企業(yè)拉響了警報。它們稱,這一現(xiàn)象不僅讓公司無法吸引和留住保持店面人手充足迫切需要的員工,同時還威脅到了促使消費者光顧店面所必需的安全感。
然而,這個問題在短時間內(nèi)消失的可能性不大。這些劫匪屬于訓練有素的有組織犯罪團伙,目的是補充“熱門”產(chǎn)品庫存,然后在假日季搶購潮期間在轉(zhuǎn)售網(wǎng)站上銷售。
執(zhí)法和零售聯(lián)盟(Coalition of Law Enforcement and Retail)會長本·杜根表示:“人們看到的那些拿著商品跑出店面的人實際上都是由以此牟利的犯罪組織招聘的。他們設有層級制度,從士兵到隊長再到小組負責人,是一個完整的體系?!本拖袷墙俜藞F伙一樣,他補充道。執(zhí)法和零售聯(lián)盟是一家專注于打擊侵害零售商犯罪行為的行業(yè)集團。杜根所領導的這個組織估計,針對零售行業(yè)的有組織犯罪每年造成約450億美元的損失,較10年前增長了50%。
犯罪團伙通常會招募當?shù)貐⑴c者,并支付一定的費用。杜根估計,像諾德斯特龍案件的參與者每人能拿到約300-500美元不等?!傲闶劭扉W”劫匪通常會被視為重罪,因為這些案件都是有組織的活動,且涉及被盜物品的跨州轉(zhuǎn)售,這一點也反映了這類犯罪的嚴重性。作為對比,那些單獨入店行竊一管牙膏并用于私人用途的案件則屬于輕罪。
杜根指出,與當今的其他事件一樣,產(chǎn)品短缺在加劇零售快閃搶劫活動方面起到了推波助瀾的作用。他說:“我認為,搶劫事件發(fā)生在黑五和網(wǎng)絡星期一這樣的購物節(jié)之前并非是什么過失之舉。我的意思是說,控制在線市場的犯罪機構(gòu)需要商品,而且現(xiàn)在存在供應鏈危機,不是嗎?”
員工焦慮的新來源
這個問題已經(jīng)引起了政治領袖的關注,尤其在西海岸,因為這里的襲擊更集中也更明目張膽。加州州長加文·紐瑟姆在宣布追加執(zhí)法資金,以打擊針對零售行業(yè)的有組織犯罪時表示:“他們不僅僅偷走了民眾的產(chǎn)品,影響了他們的生活,同時還偷走了店面的場所感(sense of place)和信心。”
而場所感和信心對于零售商保護店面又至關重要,這些店面在支持其電商與亞馬遜(Amazon)競爭方面發(fā)揮著越來越重要的作用。例如,塔吉特(Target)上個季度95%的銷售額來自于實體店,其中包括實體店在交付線上訂單方面所做的貢獻,其中既涵蓋客戶來店自取訂購的貨物,還涉及店面郵寄給客戶的商品。
哥倫比亞大學商學院(Columbia Business School)零售學教授馬克·科恩說:“這些洗劫過店面的劫匪在對人們說,‘我不會去那里’。如果人們一開始就只在線上購物,那么這一點就將成為其繼續(xù)在線上購物的充分理由。”
零售商們也并非在坐等問題消失。塔吉特拒絕透露有組織搶劫對其業(yè)務造成的潛在沖擊程度,也沒有具體明確公司將如何應對這個問題,但一位發(fā)言人向《財富》雜志透露,“我們每個店面的保安團隊都經(jīng)過培訓,以維護安全的購物環(huán)境,并防范盜竊行為。”同時,這些團隊也會定期、持續(xù)不斷地與執(zhí)法部門溝通,“以應對針對零售行業(yè)的有組織犯罪活動”。
在諾德斯特龍,一位發(fā)言人在一封郵件聲明中表示,“我們增加了公司店面的安保人手,并實施了額外的保護措施來保障每個人的安全?!卑偎假I的巴瑞上周表示,百思買可能會效仿藥店巨頭CVS和沃爾格林在管理剃須刀片這類產(chǎn)品方面的做法,將更多的物品鎖在柜子里。然而,哥倫比亞大學商學院的科恩則警告零售商不要將其店面變?yōu)榈锉?,或為購物者增添過多的新煩擾,因為這些購物者可以輕松地在線購物。
對于巴瑞這樣的首席執(zhí)行官來說,這場危機中最大的一個問題在于如何吸引和留住頂級零售人才。巴瑞上周對記者說,洗劫百思買店面的人有時候會拿著撬棍和槍支,讓很多店員感到害怕,而店員們還得應付反對戴口罩的客戶,以及自身暴露于新冠病毒環(huán)境中的恐懼心理。所有這一切讓零售商在辭職大潮和勞動力短缺時期更加難以招聘和留住好員工。
巴瑞對記者說:“當我們談論為什么有如此多的員工尋找其他工作或更換職業(yè)時,這一點當然會成為員工考慮的問題之一?!?
在一線員工搶奪戰(zhàn)中,百思買僅僅是去年眾多提升最低薪資的零售商之一。梅西百貨((Macy's)上個月上調(diào)了其最低薪資,并通過承諾員工幫助其償還大學學費和學生債來進一步提升公司的吸引力。
科恩說:“搶劫事件會讓客戶和店面員工感到恐懼,畢竟,誰愿意拿著15美元的時薪去冒這種風險呢?”(財富中文網(wǎng))
譯者:馮豐
審校:夏林
就在零售行業(yè)為雇員離職率高居不下、供應鏈問題以及善變的顧客感到頭疼不已之時,最近發(fā)生的一連串有組織的搶劫案令已然困難重重的零售行業(yè)雪上加霜。這些劫匪明目張膽,有時還充滿了暴力,他們會突襲店面,以迅雷之勢偷走店里的一切東西,上至5000美元的手包,下至10美元的剃須刀套裝。
上個月,數(shù)十名頭戴滑雪面罩的盜匪涌入加州核桃溪市光鮮亮麗的諾德斯特龍(Nordstrom)百貨公司店面。他們用自己的車輛封鎖了道路,然后敲碎了展示柜,并從貨架上拿走了一切可以拿走的商品,最后乘坐在外接應的車輛逃之夭夭,一切都在數(shù)分鐘之內(nèi)完成。這只是這家高檔連鎖百貨店遭遇眾多搶劫事件中的一起。數(shù)日后,小規(guī)模有組織的“快閃劫匪”襲擊了洛杉磯地區(qū)的兩家諾德斯特龍門店。就在不久之前,舊金山高檔消費場所聯(lián)合廣場的路易威登(Louis Vuitton)、博柏利(Burberry)和布魯明戴爾百貨店( Bloomingdale’s)店面在上個月也遭到了類似劫匪的洗劫。露露檸檬(Lululemon Athletica)和美妝連鎖Ulta Beauty店面也成為了這些團伙的目標,而沃爾格林藥房(Walgreens)則因此關閉了舊金山的五家門店。
類似事件在假日季周末再次上演:百思買(Best Buy)明尼那波利斯郊區(qū)的三家店面在感恩節(jié)到網(wǎng)絡星期一的那個周末,也遭到了“快閃劫匪”的光顧,而這個時段通常是零售商一年最忙碌的時期。這個問題導致零售行業(yè)領軍企業(yè)拉響了警報。它們稱,這一現(xiàn)象不僅讓公司無法吸引和留住保持店面人手充足迫切需要的員工,同時還威脅到了促使消費者光顧店面所必需的安全感。
然而,這個問題在短時間內(nèi)消失的可能性不大。這些劫匪屬于訓練有素的有組織犯罪團伙,目的是補充“熱門”產(chǎn)品庫存,然后在假日季搶購潮期間在轉(zhuǎn)售網(wǎng)站上銷售。
執(zhí)法和零售聯(lián)盟(Coalition of Law Enforcement and Retail)會長本·杜根表示:“人們看到的那些拿著商品跑出店面的人實際上都是由以此牟利的犯罪組織招聘的。他們設有層級制度,從士兵到隊長再到小組負責人,是一個完整的體系?!本拖袷墙俜藞F伙一樣,他補充道。執(zhí)法和零售聯(lián)盟是一家專注于打擊侵害零售商犯罪行為的行業(yè)集團。杜根所領導的這個組織估計,針對零售行業(yè)的有組織犯罪每年造成約450億美元的損失,較10年前增長了50%。
犯罪團伙通常會招募當?shù)貐⑴c者,并支付一定的費用。杜根估計,像諾德斯特龍案件的參與者每人能拿到約300-500美元不等?!傲闶劭扉W”劫匪通常會被視為重罪,因為這些案件都是有組織的活動,且涉及被盜物品的跨州轉(zhuǎn)售,這一點也反映了這類犯罪的嚴重性。作為對比,那些單獨入店行竊一管牙膏并用于私人用途的案件則屬于輕罪。
杜根指出,與當今的其他事件一樣,產(chǎn)品短缺在加劇零售快閃搶劫活動方面起到了推波助瀾的作用。他說:“我認為,搶劫事件發(fā)生在黑五和網(wǎng)絡星期一這樣的購物節(jié)之前并非是什么過失之舉。我的意思是說,控制在線市場的犯罪機構(gòu)需要商品,而且現(xiàn)在存在供應鏈危機,不是嗎?”
員工焦慮的新來源
這個問題已經(jīng)引起了政治領袖的關注,尤其在西海岸,因為這里的襲擊更集中也更明目張膽。加州州長加文·紐瑟姆在宣布追加執(zhí)法資金,以打擊針對零售行業(yè)的有組織犯罪時表示:“他們不僅僅偷走了民眾的產(chǎn)品,影響了他們的生活,同時還偷走了店面的場所感(sense of place)和信心?!?/p>
而場所感和信心對于零售商保護店面又至關重要,這些店面在支持其電商與亞馬遜(Amazon)競爭方面發(fā)揮著越來越重要的作用。例如,塔吉特(Target)上個季度95%的銷售額來自于實體店,其中包括實體店在交付線上訂單方面所做的貢獻,其中既涵蓋客戶來店自取訂購的貨物,還涉及店面郵寄給客戶的商品。
哥倫比亞大學商學院(Columbia Business School)零售學教授馬克·科恩說:“這些洗劫過店面的劫匪在對人們說,‘我不會去那里’。如果人們一開始就只在線上購物,那么這一點就將成為其繼續(xù)在線上購物的充分理由?!?/p>
零售商們也并非在坐等問題消失。塔吉特拒絕透露有組織搶劫對其業(yè)務造成的潛在沖擊程度,也沒有具體明確公司將如何應對這個問題,但一位發(fā)言人向《財富》雜志透露,“我們每個店面的保安團隊都經(jīng)過培訓,以維護安全的購物環(huán)境,并防范盜竊行為?!蓖瑫r,這些團隊也會定期、持續(xù)不斷地與執(zhí)法部門溝通,“以應對針對零售行業(yè)的有組織犯罪活動”。
在諾德斯特龍,一位發(fā)言人在一封郵件聲明中表示,“我們增加了公司店面的安保人手,并實施了額外的保護措施來保障每個人的安全?!卑偎假I的巴瑞上周表示,百思買可能會效仿藥店巨頭CVS和沃爾格林在管理剃須刀片這類產(chǎn)品方面的做法,將更多的物品鎖在柜子里。然而,哥倫比亞大學商學院的科恩則警告零售商不要將其店面變?yōu)榈锉?,或為購物者增添過多的新煩擾,因為這些購物者可以輕松地在線購物。
對于巴瑞這樣的首席執(zhí)行官來說,這場危機中最大的一個問題在于如何吸引和留住頂級零售人才。巴瑞上周對記者說,洗劫百思買店面的人有時候會拿著撬棍和槍支,讓很多店員感到害怕,而店員們還得應付反對戴口罩的客戶,以及自身暴露于新冠病毒環(huán)境中的恐懼心理。所有這一切讓零售商在辭職大潮和勞動力短缺時期更加難以招聘和留住好員工。
巴瑞對記者說:“當我們談論為什么有如此多的員工尋找其他工作或更換職業(yè)時,這一點當然會成為員工考慮的問題之一。”
在一線員工搶奪戰(zhàn)中,百思買僅僅是去年眾多提升最低薪資的零售商之一。梅西百貨((Macy's)上個月上調(diào)了其最低薪資,并通過承諾員工幫助其償還大學學費和學生債來進一步提升公司的吸引力。
科恩說:“搶劫事件會讓客戶和店面員工感到恐懼,畢竟,誰愿意拿著15美元的時薪去冒這種風險呢?”(財富中文網(wǎng))
譯者:馮豐
審校:夏林
A spate of brazen, sometimes violent robberies by organized rings descending on stores to steal everything from $5,000 handbags to $10 razor-blade packs in lightning-quick attacks is the latest challenge for a beleaguered retail industry already grappling with high employee turnover, supply chain headaches and skittish shoppers.
Last month, dozens of ski-mask wearing thieves swarmed a Nordstrom in tony Walnut Creek, Calif. They blocked road access with their cars before proceeding to smash display cases and take whatever they could off of the racks, then escaped to awaiting getaway cars, all in matter of minutes. It was hardly an isolated occurrence for the upscale retailer: smaller scale organized 'flash mob' robberies hit two Nordstrom stores in the Los Angeles area a few days later. These came soon after similar thefts last month at Louis Vuitton, Burberry and Bloomingdale’s stores in San Francisco's upscale Union Square. Lululemon Athletica and Ulta Beauty have also been targeted by these groups, while Walgreens has closed five stores in San Francisco because of the problem.
The incidents continued over the holiday weekend: Best Buy found itself in the crosshairs of 'flash mobs' at three stores in suburban Minneapolis over the Thanksgiving to Cyber Monday weekend, the busiest of the year for retailers. The problem has led retail industry leaders to sound the alarm, noting the threat to attracting and retaining the workers they desperately need to staff stores adequately, as well as the feeling of safety essential to keep shoppers coming.
But the problem is not likely to go anyway anytime soon. The robberies are a tactic of well-established organized crime syndicates looking to replenish inventory of 'hot' goods they can sell on resale sites during the holiday season shopping rush.
"The people you see running out of the stores with their merchandise are actually people who are recruited by the criminal organizations profiting from this," said Ben Dugan, president of the Coalition of Law Enforcement and Retail, a trade group focused on fighting crimes committed at retailers. "There are tiers to it, from soldiers to captains to crew leaders — the whole deal." Just like the mob, he added. The groups he leads has estimated that organized retail crime is responsible for around $45 billion in annual losses, 50% more than a decade ago.
The crime syndicates typically recruit locally, paying participants about $300 to $500 each in the case of the Nordstrom attack, Dugan estimates. They might even provide them with the getaway cars. And reflecting the gravity of these crimes, the 'retail mob' robberies are typically treated as felony crimes since they are planned events and involve the resale of stolen goods moving across state lines. In contrast, someone independently shoplifting a tube of toothpaste for personal use is committing a misdemeanor.
And like everything else these days, product shortages are playing a role in exacerbating the spate of retail flash mobs, Dugan said. "I don't think there's any mistake that that happened before Black Friday and before Cyber Monday," he said. "I mean, the criminal organizations that control the online markets needed product. And there's a supply chain crisis, right?"
A new source of worker anxiety
The problem has caught the attention of political leaders, particularly on the West Coast, where the attacks have been more concentrated and more brazen. "They’re not just stealing people’s products and impacting their livelihoods, they’re stealing a sense of place and confidence,” California Governor Gavin Newsom said while announcing an increase in funding to law enforcement to fight organized retail crime.
That sense of place and confidence is key to retailers in protecting stores, which are increasingly important to supporting their e-commerce as they compete with Amazon. Target, for instance, relied on its stores for 95% of sales last quarter when including their roles in filling online orders, be it a customer coming in to pick the order up, or the store mailing an item to the customers.
"These mobs attacking stores suggest to people, 'I'm not going there.' And if they were predisposed to shop online only, this is a hell of a motivation to do that," said Columbia Business School retail professor Mark Cohen.
Retailers aren't sitting idly by for the problem to go away. Target declined to quantify the potential hit to its business from organized theft, or detail how it combats the problem, but a spokesman told Fortune that "our security teams in every store are trained to maintain a safe shopping environment and protect against theft" and is in regular contact with law enforcement "on an ongoing basis to address organized retail crime."
At Nordstrom, a spokesperson said in an e-mailed statement that "we're heightening our in-store security presence and implementing additional protective measures to keep everyone safe." Best Buy's Barry said last week that the retailer might put more items under lock, much as drugstore giants CVS pharmacy and Walgreens do with items like razor blades. Columbia Business School's Cohen however cautions retailers against turning their stores into fortresses or adding too many new hassles to shoppers who could easily shop online.
For CEO's like Barry, one of the biggest worries in this crisis has to do with attracting and keeping top retail talent. The attacks on the Best Buy stores sometimes involved people entering the stores armed with crowbars and guns, Barry told reporters last week. That has frightened many workers, who already had to deal with mask-adverse customers and the fear of being exposed to coronavirus. It's all making it even harder for retailers to find and keep good workers amidst the great resignation and labor shortage.
"When we talk about why there are so many people looking for other jobs or switching careers, this of course would be something that would play into my concerns for our people," Barry told reporters.
Best Buy has been just one of many large retailers in the last year to raise minimum wages in the war for front-line talent. (Macy's last month raised its own lowest wage and sweetened the pot by promising employees it would help with college tuition and student debt.
"This has got to bring fear to both customers and store associates, who basically don't want to be in a position where they're at risk for 15 bucks an hour," said Cohen.