Seth Godin recently posted about no exceptions commenting on a sign he saw in a shop that reads:
ATTENTION:
IF YOUR BAG IS LARGER THAN THIS,
THEN YOU MUST CHECK IT IN.
NO EXCEPTIONS.
DO NOT LEAVE
CAMERAS OR LAPTOPS.
THANK YOU. THE MANAGEMENT.
Presumably the sign is in response to a high level of shop lifting, but even then I can’t believe that more than 5% of their customers are thieves, in fact the statistics I found for the UK show that shrinkage from small retailers is on average 1.91% and large retailers 1.49%. So why treat the 98+% of customers that are honest like thieves?
Seth suggests some alternate wording for the sign:
WELCOME!
To keep costs down, we require anyone carrying a bag bigger than this square to check it. Our check area is run by Ralph, who is kind and honest, but I hope you can understand that we can’t be responsible for any items you might want to check. If this is a problem for you, consider asking for one of our mesh bags, which can safely tote your laptop or camera.Thanks for shopping with us… we’re really glad you’re here.
Which do you think would make your customers feel more welcome?
This blog is about business opportunities and ideas that I spot, think of or hear about and think are useful and interesting. It is intended to provide ideas and inspriation for you to help you find the right business idea for you to then grow it into a successful business.
I disagree. The sign is very appropriate. Why do you think shoplifting accounts for only 1.8% of yearly inventory? It is maybe because stores aren’t letting people wander around with suitcases?
The sign’s purpose is to convey a simple message: YOU MUST LEAVE BIG BAGS HERE. The bit about laptops and cameras is simply a liability issue.
I’m a web designer - usability is a huge issue. The fact of the matter is, unless someone picks up a book, they aren’t going to read more than a dozen words. If you have a sign, like Seth suggests, with 82 words, it will almost never get read. Clarity is the issue here.
Plus, “The Strand” is a bookstore in New York city! Come on - the culture there is used to being a bit terse. You don’t have to hug your customers to keep them.
The original sign is fine.
all the best - chris
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The 1.8% is a statistic I got from the a reference to the Office of National Statistics for shirnkage in the UK.
Let’s be honest few people will read either sign unless prompted, so when they do it might as well be polite.
Even if I do spot such a sign I for one will ingore it, if a shop wants my business then they have to treat me with some respect, if they’re not happy to do so then they can direct me out of their shop and I’ll take my business elsewhere.
Ideally however there are alternatives, Sam Walton (Walmart) worked hard on reducing shrinkage and found a greeter at the door went a long way, with the added benefit that it makes customers feel welcome.