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FacebookLast week I was stocking canned goods when I heard a commotion near the entrance to the store. I would have gotten up to see what it was, but I was quite comfortable and, frankly, didn’t care. I only abandoned my task when the manager on duty, Maude, 1 found me: “Cindy said we just got robbed.”
That got my attention. “Huh?”
“Three or four people ran out of the store with baskets of alcohol and diapers.”
“Seems like an odd mix to me.” Even in crisis I can still maintain my sense of humor.
I followed the manager into the office. URS is equipped with cameras everywhere within the store. It’s something Loss Prevention does to prevent losses (lotta good it did in this case). Since I’m not management, this was this first time I had access to the surveillance eqipment. Maude didn’t know how to use the system because she wasn’t trained at it. Luckily I’m good with a computer and in ten minutes2 we were able to see video of the theft. It was a team of four. They came in and loaded hand baskets full of merchandise (mainly booze and diapers, but they also threw in food and makeup). When they were ready, all four of them made a b-line to door. Outside they had a car waiting for them. Video showed Cindy running outside after them.
“Why does stuff like this always happen when I’m in the back,” I bemoaned. “I miss everything fun.” Maude was not amused and sent me to replace Cindy.
About a half hour later, Cindy and Maude returned discussing the theft. A couple of customers overheard the conversation and wanted details. Maude and Cindy retold the event while I continued working. The foursome discussed the audacity of thieves and the sad state of the world. Although I heard every word they said, I was not part of the conversation. Something else was on my mind.
“I’m surprised the police haven’t gotten here yet,” I pondered.
“Why would the police be here,” Maude asked.
“You did call the police, right?”
“No–why would I call the police?”
“Because we were robbed and that’s what people do after they get robbed.”
“They can’t do anything.”
“Not now because the bad guys are halfway to Mexico. At the very least, the cops can fill out a report.”
“Do you think I should call them?” Even the customers started interjecting at this point. What seemed like a no-brainer to all of us was a decision Maude didn’t know how to make. “I don’t know what I’m supposed to do in this case. They never told me.” She started to panic. She said that she didn’t know who to call. Thievery was not a scenario she was trained for and didn’t know what to do next. “I don’t even know the number to the police department.”
“It’s not written down in the office?” Every job I’ve ever had posted numbers to the police department/office security/the national guard next to the office phone.
“You could call 411,” a customer suggested.
“I get charged $2 from my cell phone when I do that,” Maude argued.
“Yeah, they’re really expensive,” Cindy said.
“Your boss won’t reimburse you,” the customer asked.
While they discussed cell phone charges and the best way to contact the police department (a customer even offered to drive there), I picked up the store phone and got the number from 411. I called the police, told them who I was, and what happened. Thirty second later a uniformed officer walked in. The foursome had yet to figure how to contact the police and were surprised by the cop’s appearance. Maude showed him the video and Cindy gave a statement. Needless to say, the thieves were not caught. I suggested calling the FBI or CTU, but the officer said that was probably overkill (Jack Bauer doesn’t give up that easily). An hour later the situation was pretty much over with and Maude had a few loose ends to tie up.
“I’m going to leave a note for the store manager and let her know what happened,” she said.
“You didn’t call her? That doesn’t seem like the kind of thing you leave a note about. ‘The floors are clean. The shelves are stocked. Oh, and last night we wuz robbed.‘”
Maude said she had the store manager’s number programmed in her cell phone, but she left her phone home today because the battery was dead so took her son’s phone to work (which would explain all the texts she received for parties and late-night booty calls). The office didn’t contain a list of pertinent numbers. She had no idea how to access the store manager, regional manager, or any one of the many, many URS hire ups. “I have no choice but to leave her a note.”
Add this to the many, many problems at URS. How this company functions is beyond me. When I was 16 and working at McDonalds, we were robbed one night. This was a little different because it was at gunpoint, but the police were immediately called. The general manager and owner were both at the store within 20 minutes of the incident. The store was immediately closed. Both of the perps were found. One was shot and killed. The other was arrested and convicted. But the point is we had a plan in place. Sure, the store was run by teenagers–but we all knew what to do.
This story might portray Maude as being clueless, but she’s quite competent in normal situations. Her problems came from the fact the URS is very specific–they only want you to do is what you’re told. And since she was never told how to handle this situation, she didn’t know what to do. Common sense has no place at URS because they don’t want smart, independent thinkers–they want drones who take orders. I feel bad for Maude. She was panicky because she was in a situation she wasn’t prepared for. URS made that situation even more difficult by not having accessible phone numbers to important people (the police, the GM, and even 911). We got hit by some non-violent boosters and the situation was totally mismanaged. I wonder what would happen if someone did come in with a gun. What if someone gets hurt? Think that’ll warrant a call for help…or would management have to consult the handbook first?
1 Maude: phonetic pronunciation of M.O.D., or Manager On Duty
2 I’m good, but I don’t know everything