Protect Your Wireless Repair Business

Protect Your Wireless Repair Business

“They went straight to the phones," Pete explained. "They were only interested in Android devices." 

Pete from secure. They had cameras, locked displays, and a cash drawer that locked. Around 2:45 a.m. on November 17^th the unthinkable happened to Pete’s shop. Two people in disguise broke into the phone and tablet repair shop and stole phones,"Everything from Galaxy S4 to S6 Edge+" plus the petty cash from the register drawer. The “smash and grab” incident lasted less than 30 seconds according to security camera video.  Electronic repair shops are often targeted for robbery due to the type of inventory they keep. Having security practices in place isn’t just to protect your bottom line - loss prevention practices also protect your customers’ devices and the sensitive data stored on them. Pete explained how often customers come in to repair a device even if it isn’t worth much due to the photographs and information on it.  Some wireless repair shops learn this lesson the hard way. Pete described that a customers' device (a Note 5) was stolen from TechRX but that luckily the customer had only had the device about a week and they were able to purchase a replacement device for the customer. Are you doing everything you can to protect your business and your customers’ devices? Could you be doing more? To help you, and your customers, we have five tips to keep your shop safe.

1. Don’t just have security cameras, use them!

Though a sign that says “Smile for the camera” may be a theft deterrent, it will serve no purpose should the unthinkable happen. Reviewing security video tapes can help with break-ins after hours, shoplifting, checking cash handling practices, and even verifying customer experiences. The ability to verify how theft occurred (as well as possibly identify the thief) disappears if your cameras are only for decoration. Thankfully, TechRX did have a functional security camera that caught the entire burglary.

2. Think like a thief.

What is the easiest product to steal? What is the value? Evaluate your inventory and decide which products need extra protection. Decide if locked displays, RFID tags, locking cable wraps, chains, or a combination of methods will best protect your products. Consider the visibility from where employees typically spend their time. Re-organization of your shop or the use of security mirrors may be helpful in keeping an eye (or two) on things. As for TechRX, Pete noted that the thieves skipped over drones that were in stock for the holidays as well as phone cases and wireless accessories.

3. Staff great employees.

They are your hands, eyes, and ears when you aren’t around. They also double as a great security system. Great employees who are trustworthy and take pride in their job can help keep inventory accurate and internal monetary loss to a minimum.

• Educate your employees on how stolen product effects prices for consumers.
• Teach them what to look for to recognize theft.
• Train them how to respond in various situations where theft may be occurring.

This kind of security system training should be ongoing rather than just at hire since your employees may be under stress during a theft.

4. EMPLOYEES ONLY!

Restrict access to sensitive areas of your store. If you store customers’ devices in the back, employees are the only people who need to be allowed back there. If a customers’ contact information is given when they drop off a device, you need a secure means of storing it out of view of the general public. This also needs to be enforced evenly regardless of which staff are working. Letting a friend into the back room could put customers’ information and devices at risk. Pete recommends locking up a customers’ device in a safe in a separate room. He explains most thieves want to get in and out in 12-15 seconds and won’t want to go room to room or deal with a safe. 

5. Sorry, we’re closed.

Have a procedure for closing and opening your store. Removing customers’ devices and placing them in a safe is only an effective measure if performed every night no matter who is closing. Setting a security alarm is only effective if done every night. False alarms are also expensive. Keeping cash in a safe overnight is only effective if done every single time. The same goes for locking the door! Hold employees accountable for this responsibility and be aware of consistent issues. One change made at TechRX after the theft is that closing procedure now involves emptying the cash drawer and locking up customers' devices in a safe rather than a display case. There is plenty of cool technology out there to help protect your business. From keypads and motion detectors, to glass break prevention film, there is a security system solution that will work for your wireless repair shop. Pete's advice is:

"Have good insurance. If they want to, they are going to break in."

Pete also recommends a "loud alarm audible both inside and outside with a flashing strobe light" to other small businesses looking to purchase a security system. What do you do to keep your shop safe? Tell us in the comments below or over on Facebook.