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Walmart brings greeters back to the front door

Amy Scott Jul 3, 2015
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If you’re planning on shopping at a Wal-Mart on this holiday, you may encounter a throwback from the company’s past. The Wal-Mart greeter is making a comeback at the front of some stores. In about 300 of its 4,500 stores, the company is testing a new program to cut down on theft.

“A few years ago, greeters were moved from the front door entrance to what’s called ‘action alley,’ which is over by the self-checkout area,” says Wal-Mart spokesman Brian Nick. Now the company is experimenting with moving them back, to greet customers as they walk in and let would-be shoplifters know someone is watching.

“They serve a twofold function,” says Paula Rosenblum, managing partner at Retail Systems Research. “Ideally they make you feel welcome and, theoretically, they nip a few basis points off of shrink.”

“Shrink” is the industry term for merchandise lost to shoplifting, employee theft, and vendor fraud. It cost retailers an estimated $44 billion last year, according to a new survey by University of Florida criminology professor Richard Hollinger.  

Wal-Mart greeters will sometimes check receipts at the door. In other stores, the company is adding “asset protection” specialists in bright yellow vests.

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