What a Shoplifter Taught Me About Branding

Today’s post is brought to you by guest blogger Rob Jager of Hedgehog Consulting. Rob is an incredibly gifted management consultant and I’ve personally used his services to help channel my agency’s vision into tangible results. I’ll be co-presenting with him on how you can do the same next Thursday the 3rd at the Chicagoland Chamber at 7:45am. The event is free.

I used to work in retail. In retail, it’s no secret people steal. Sometimes it’s the employees; sometimes it’s the customer. It really doesn’t matter, they both taught me something I didn’t know before.

First, most shoplifters have a look or habits they have. Talk to any Asset or Loss Prevention department and they’ll give you a name or a description of each specific person they’re watching for. In fact, they’ll tell you that the thief behaves the same way every time.

Second, I found out that if you approach a shoplifter, greet them, ask if you can help them with anything at all, they will usually dump what they’ve taken because they know you know…and once they’re found out, they want out (the only exceptions being the absolute pros, who will lie to your face and then take some more).

So what does that have to do with branding?

Well, every business attempts to brand itself in some way of another – through logos, slogans, and other visible things. What you don’t see are the things that are internal as well. This is the part we refer to as culture. How the company behaves in varying situations. This is just as much a part of brand as any message a business puts out. When I think of shoplifters, I think of how consistent their habits are between visits to different locations and how it’s their brand. Their style. Their culture.

So I would ask you, what is your brand? Your culture? Your style? If you have employees, as many do, will they behave in as consistent a manner as you? If not, it’s time to give them some stories to help them better understand you. And that’s what a shoplifter taught me about branding.

About The Author:

Rob Jager started Hedgehog Consulting to help business owners get the tools they need to make more money. He has worked in the retail industry for 14 years and three years in the Quick Serve Restaurant industry. His experience in retail and restaurant operations taught him techniques in management, profit and loss accountability, logistics, budgeting and planning, increasing sales, creating consistency in operations, and maximizing profitability.

His accomplishments include turning a losing business into a profitable business within 1 year; a significant feat considering the loss was $1M per year.  Other accomplishments include improving work environments, fixing broken systems, assisting in leadership development, and improving overall clarity of business.

Using his MBA, Rob has both the experience and the academic knowledge to understand how to make things happen. Rob is currently working on his PhD to further his knowledge in the area of Leadership and Organizational Change.

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