See my previous post here. Because of the Holy week, I had this delayed. With that incident, it made me reflect more the meaning of God's suffering and love for us-- to sacrifice for the benefit of others who are in dire need. It felt great helping others and personally, I felt very light and happy. Money is not of great weight to make you genuinely happy. It is by way of reaching out to others that one can attain peace and contentment.
There are reminders each and everyone of us should keep in mind especially those who were involved in the bag snatching incident inside the grocery of #nccmalldavao. In my point of view, Rosalie should not have left her bag away from her. Given that it was too heavy to carry considering her condition, she must have brought the trolley and her daughter with her. In fairness to the management, they have been constantly playing in their sound system to keep your personal belongings on guard and at your own risk. And it is not the management's responsibility if anything is lost from you. But since we can't really control the people with dark motives, they should have a standard operating procedure to address to this kind of incident. Security and safety precautions must be implemented because it is a big establishment where a big volume of people flock. As a business owner, you owe to the people your business because if not, you'll not thrive with the existing malls around. They must consider the security, safety and comfort of their customers. Excellence in customer service must always be delivered. It's beyond addressing the needs of its customers while not just being in the bounds of protocols. The mall's customer service lack its efficiency and did not level to what is expected of them. Maybe if we did not offer their ride home, probably they won't, considering the status of Rosalie. Their are certain rules to break in order to deliver what is expected of them. They don't have extra service I should say.
If you will ask me if I'm going to go back to the mall, I would still go. I'm not a loyal customer of theirs, but I go there for a particular purpose only. Abreeza, Gmall and SM malls are still my go to malls for leisure and all the purpose I can think of.
To the #ncccmalldavao management, install more CCTV's in your establishment. It doesn't help out solving crimes when you just put it in the entrance and exit points. The real action happens within the particular area away from the uniformed guards. Do look on your security protocols and SOP's. It's not helping victims inside your establishment. As a customer in your business, I felt there's no customer satisfaction in cases like this. #justsaying
Showing posts with label stealing. Show all posts
Showing posts with label stealing. Show all posts
Wednesday, 23 April 2014
Wednesday, 16 April 2014
A Mall's Inefficient Security Measure and Customer Service: Part 1
Yesterday was payday and it is also the time we do our grocery for the household. We normally go to Gmall Toril of Davao or SM City Davao for the reason that I find it accessible to other stores that I can feast my eyes and money on. It spells comfort for me and homey already. But not yesterday. I chose to do our grocery shopping at #NCCCMallDavao because I found there the perfect table for my kids which I will blog on a separate post. Now I just realize, maybe there's a reason why we were led there other than the table and the chairs for my kids. My hubby and I witnessed an attention grabbing scenario that moved us while inside the newly renovated, well lit grocery of the mall. Actually at first, I thought, being a mother and sensitive that I am, I'm the only one who would be crushed. But later did I know, the hardened heart of my hubby apparently was. He confessed later on.
It is a usual and everyday scenario inside the grocery that many people flock in their store because of cheaper price compared to the two favorite stores I mentioned. I avoid going to #ncccmall because 1) I tend to get dizzy seeing a lot of people around, 2) the arrangement and order of their products being sold are not organized and I find it very confusing, and 2) I don't enjoy the variety of shops inside the mall except that I love the coziness of their cinema and the #southbrews coffee express outlet which my hubby's family frequent specifically my FIL. (Side post: I love their beef tapa with rice and their red iced tea. But recently, they are not offering this dish anymore...sigh!!). Yesterday, in the middle of all the commotion the grocery shoppers did, an angry pregnant woman shouted an unpleasant word. We were all starting to look who's that woman and followed where she's going. She was walking towards a little girl of 7 years old and found out it was her daughter that she throws her anger at. There was a bag snatching going on pala inside the grocery ha. We went near the mother and daughter and kind of eves dropped about what happened. There were two security guards who assisted them and asked questions of what transpired. Initially, when I found out how the snatching happened, I was blaming the pregnant woman who just carelessly and complacent about her bag put inside the basket under the cart trolley. She said she left the trolley with her daughter to get a salt in the other aisle. Maybe she did not tell her daughter on where she's going because the daughter said, "because I can't find you mom." What broke my heart even more is that the mother keep on blaming her daughter about what happened. The child was crying while embracing her hands with her hands touching her heart. I observed she is shivering out of fear, guilt or shame because a lot of people were already staring at them. The mother is crying too, helpless. My husband offered a little help in his part by butting in in their conversation and helping the mag-ina. Honestly, the security measures of the management is slow, poor and useless. For one, there was no sense of urgency seen in their security personnel. Though it has to be dealt calmly, but it was too calm that it's like they don't have the proper action taken. Second, THERE IS NO CCTV INSTALLED INSIDE THE GROCERY. That's how we found it because my husband told the responding security personnel to check in to their CCTV but we just got a reply there's no CCTV installed in some portions inside the grocery. It's only the main entrance or exit points where there are installed equipment. For a business thriving as theirs, they should have invested not just an ordinary CCTV camera but of good quality that can zoom and identify facial features. Not to mention on key areas, there must have CCTV's for security purposes.
While the interrogation was going on, we were relieved because the basket was found with the bag in it. The sales attendant found it I think somewhere that it was just left unattended. But when she looked for her purse, it was gone. Good thing the cellphone is still inside. The mother and daughter were still wailing, hopeless while they were ushered somewhere by the security personnel. As for us, we continued buying our stuff and thought we never see them again. It was an uneventful episode that night because the rotational blackout came in at the wrong timing. Though the lights provided sufficient brightness, the air conditioner didn't. We are sweating already inside the establishment and could not accommodate enough comfort for the crowd. Fast forward after we are in the counter paying for the things we bought, I saw them again seated near the customer service. I signaled hubby they are seated at the Customer Service section still crying. While they were being interviewed by a customer service attendant, my husband went to them again. After paying, I followed to where they were seated. The mother kept on saying they were how many minutes already waiting for their update and still they were just being informed to wait still. Honestly again, their attendant is very lax and unsympathetic. No firm actions are being done or whatsoever. She was worried because she kept on saying their life line is there which she meant her credit card and ATM cards are inside her wallet not to mention her valid identification cards and a 7,000.00 cash for her coming delivery which is anytime soon. Yes, she is anytime due to pop. The 7,000.00 pesos cash was just sent by her seaman husband for her incidental expenses during her labor and delivery. That doubled our pity now for the both of them. They haven't bought their grocery supplies because they have no money left with them. I am teary eyed already on their fate that night. We are just concerned of the girl because of the trauma she'll be getting from the mixed feelings she acquired on that incident. We told Rosalie (the mother) to stop blaming the child because after all it was not her fault and it is a situation that is beyond one's control and unexpected.
At that moment, my main reason of going to the mall seems slim already to me. In my mind, I'd like to offer na lang the money to them but my hubby said he'll just wait for me there and buy the kid's table and chair. I thought he will just tell me to postpone buying the table and chairs for the kids for he'll give his money to the mag-ina. But even if he says no, it's still okay with me. But then again I got his approval by giving me the go signal to buy the stuff so off I went to their department store. When I came back, I a saw a police and I think their head security personnel talking to my husband and the mag-ina. My husband told me later na when we arrived home that the head of the security personnel offered to the mag-ina that they'll blotter to the police for security and safety purposes but they will ride a jeepney going to the precinct. WHHAAATTT? No extra service to transport a pregnant women to the police precinct? I'm sure they have a company car to be used if they are really needed to be in the police precinct. Is that what you call customer service? So my husband suggested that can they just call a police posted nearby to get the statement of Rosalie to ease out the discomfort of the pregnant woman. He even told the head of their security personnel to logbook what happened for recording and reference purposes.
After all what happened, we just offered to give them a ride home since it is just near our house too. A dinner of chicken siopao since, they hesitated from the start of any monetary help and to pay for their dinner. But we are just too worried because we also knew only the two of them are staying in their house. I frighten and left a parting message to the mother and seconded by my husband to never brought up the blaming tune to her daughter or it might cause her trauma. The kid already has tamed down from crying even before we left the establishment because my husband keep on comforting the little girl. We gave her food to eat because they don't have food intake yet and it's past 8 in the evening already. My husband gave her a money anyway and insisted on it. We told her for emergency purposes since they don't have money left.
Reflections, lessons learned and a message to the establishment's management even to a regular shopper like us, up next on my blog...
It is a usual and everyday scenario inside the grocery that many people flock in their store because of cheaper price compared to the two favorite stores I mentioned. I avoid going to #ncccmall because 1) I tend to get dizzy seeing a lot of people around, 2) the arrangement and order of their products being sold are not organized and I find it very confusing, and 2) I don't enjoy the variety of shops inside the mall except that I love the coziness of their cinema and the #southbrews coffee express outlet which my hubby's family frequent specifically my FIL. (Side post: I love their beef tapa with rice and their red iced tea. But recently, they are not offering this dish anymore...sigh!!). Yesterday, in the middle of all the commotion the grocery shoppers did, an angry pregnant woman shouted an unpleasant word. We were all starting to look who's that woman and followed where she's going. She was walking towards a little girl of 7 years old and found out it was her daughter that she throws her anger at. There was a bag snatching going on pala inside the grocery ha. We went near the mother and daughter and kind of eves dropped about what happened. There were two security guards who assisted them and asked questions of what transpired. Initially, when I found out how the snatching happened, I was blaming the pregnant woman who just carelessly and complacent about her bag put inside the basket under the cart trolley. She said she left the trolley with her daughter to get a salt in the other aisle. Maybe she did not tell her daughter on where she's going because the daughter said, "because I can't find you mom." What broke my heart even more is that the mother keep on blaming her daughter about what happened. The child was crying while embracing her hands with her hands touching her heart. I observed she is shivering out of fear, guilt or shame because a lot of people were already staring at them. The mother is crying too, helpless. My husband offered a little help in his part by butting in in their conversation and helping the mag-ina. Honestly, the security measures of the management is slow, poor and useless. For one, there was no sense of urgency seen in their security personnel. Though it has to be dealt calmly, but it was too calm that it's like they don't have the proper action taken. Second, THERE IS NO CCTV INSTALLED INSIDE THE GROCERY. That's how we found it because my husband told the responding security personnel to check in to their CCTV but we just got a reply there's no CCTV installed in some portions inside the grocery. It's only the main entrance or exit points where there are installed equipment. For a business thriving as theirs, they should have invested not just an ordinary CCTV camera but of good quality that can zoom and identify facial features. Not to mention on key areas, there must have CCTV's for security purposes.
While the interrogation was going on, we were relieved because the basket was found with the bag in it. The sales attendant found it I think somewhere that it was just left unattended. But when she looked for her purse, it was gone. Good thing the cellphone is still inside. The mother and daughter were still wailing, hopeless while they were ushered somewhere by the security personnel. As for us, we continued buying our stuff and thought we never see them again. It was an uneventful episode that night because the rotational blackout came in at the wrong timing. Though the lights provided sufficient brightness, the air conditioner didn't. We are sweating already inside the establishment and could not accommodate enough comfort for the crowd. Fast forward after we are in the counter paying for the things we bought, I saw them again seated near the customer service. I signaled hubby they are seated at the Customer Service section still crying. While they were being interviewed by a customer service attendant, my husband went to them again. After paying, I followed to where they were seated. The mother kept on saying they were how many minutes already waiting for their update and still they were just being informed to wait still. Honestly again, their attendant is very lax and unsympathetic. No firm actions are being done or whatsoever. She was worried because she kept on saying their life line is there which she meant her credit card and ATM cards are inside her wallet not to mention her valid identification cards and a 7,000.00 cash for her coming delivery which is anytime soon. Yes, she is anytime due to pop. The 7,000.00 pesos cash was just sent by her seaman husband for her incidental expenses during her labor and delivery. That doubled our pity now for the both of them. They haven't bought their grocery supplies because they have no money left with them. I am teary eyed already on their fate that night. We are just concerned of the girl because of the trauma she'll be getting from the mixed feelings she acquired on that incident. We told Rosalie (the mother) to stop blaming the child because after all it was not her fault and it is a situation that is beyond one's control and unexpected.
At that moment, my main reason of going to the mall seems slim already to me. In my mind, I'd like to offer na lang the money to them but my hubby said he'll just wait for me there and buy the kid's table and chair. I thought he will just tell me to postpone buying the table and chairs for the kids for he'll give his money to the mag-ina. But even if he says no, it's still okay with me. But then again I got his approval by giving me the go signal to buy the stuff so off I went to their department store. When I came back, I a saw a police and I think their head security personnel talking to my husband and the mag-ina. My husband told me later na when we arrived home that the head of the security personnel offered to the mag-ina that they'll blotter to the police for security and safety purposes but they will ride a jeepney going to the precinct. WHHAAATTT? No extra service to transport a pregnant women to the police precinct? I'm sure they have a company car to be used if they are really needed to be in the police precinct. Is that what you call customer service? So my husband suggested that can they just call a police posted nearby to get the statement of Rosalie to ease out the discomfort of the pregnant woman. He even told the head of their security personnel to logbook what happened for recording and reference purposes.
After all what happened, we just offered to give them a ride home since it is just near our house too. A dinner of chicken siopao since, they hesitated from the start of any monetary help and to pay for their dinner. But we are just too worried because we also knew only the two of them are staying in their house. I frighten and left a parting message to the mother and seconded by my husband to never brought up the blaming tune to her daughter or it might cause her trauma. The kid already has tamed down from crying even before we left the establishment because my husband keep on comforting the little girl. We gave her food to eat because they don't have food intake yet and it's past 8 in the evening already. My husband gave her a money anyway and insisted on it. We told her for emergency purposes since they don't have money left.
Reflections, lessons learned and a message to the establishment's management even to a regular shopper like us, up next on my blog...
Tuesday, 30 July 2013
Beware of Minor Thieves
Last night, when I already slept, my hubby whispered to me and told me he just got back from outside. I told him where he went. He said he was with our neighbor, roaming around our village (nagfi-feeling tanod). "And why?", I said. They were talking about a girl around 14 to16 years old, a Japanese descendant, who they suspect to have stolen cash in our neighborhood's sari-sari stores and one inside their house. The buzz spread like crazy in our small community. I was literally awakened by his news. I was quite alarmed when he said the age. Too young. He described that the girl is very innocent looking, charming and fair-skinned. A typical Japanese looking one. My hubby couldn't believe because he saw that girl in our village. A beautiful lass that you wouldn't think she can dare do it. He knew about it when our neighbor, right across our house, told my husband that he suspects that the girl stole the coins in his small store. At first he thought that it was their helper that is working with them for a long time now. Of course the helper said it was not her. For about a week, he has an inkling for that girl who keeps coming back at the store to buy something. Just recently, he has lots of 10-peso coins in his tray where he puts his cash. When the girl bought something from the store, he noticed she has lots of 10-peso coin in her hands and found that his tray don't have the coins anymore. Though there were several incidents like this happened to him with that girl so goes the suspicion. He cannot accuse the girl on the spot because he didn't caught the girl on the act of stealing the coins.
Then, we knew later on, that the store at the back of their house too was also victimized by the girl and some stores nearby. Her way is, she will befriend you and talk to you in a friendly manner. You wouldn't notice any harm from her because of her charms and the demeanor ways she has. But then she will just observe everything in the store and the manner the people moves inside. One time, the girl bought from another store a bottle of softdrink. The tindera (sales girl) went inside the house to get a bottle. The tindera put the money near the small window where nobody can reach it unless otherwise you try to steal it. Having a petite frame, she fit into the small window, jumped with only half her body, reached and luckily stole some cash. She knew already where the money is located as she already "studied" that store. A person in the nearby store saw what happened and reported it. They looked for that girl's house and apparently their neighbors who are also sari-sari store owners were another victims of her. When they talked to the parents and confronted the girl, the girl actually confessed that she just took 500 pesos only and not 1,000.00 pesos as the amount that was stolen in their store. The two who complained thought that it might be their modus knowing that they just rented the place and were actually strangers and new in our village. That the parents who they talked were just calm about the incident when they complained to them. The parents only said they will just talk to their kid. But then another stealing episodes still happen after that involving the teenager. The girl was not at all looking guilty and scared. That's quite alarming for me huh?! I have two helpers in the house and I have my two kids too. We already alarmed our helpers not to befriend her or anybody who they didn't know. I am concerned of my kids safety even more.
Another unfortunate incident happened when the girl robbed cash inside a house. At first, the girl befriends the tinderas/helpers. Capturing their hearts with her friendly talks. Until one time, she asked if she could use the toilet. And since they're friends already, they let her in. You would wonder why she use that excuse knowing she just lives two blocks away from that store. It was her way of observing inside and looking for something to stole. She didn't stole anything just yet. But on the second or third time I guess, she passed through the back gate and climbed there (She honestly confessed it after she was caught). Fortunately, one of the helpers, saw her going from room to room and stole their money. When she was caught in the act, she just returned the money she stole and walked away. After that incident, the girl still goes to that store like nothing happened. My husband helped in finding solutions with them on how to get over with that girl because informing her parents and other members of her family didn't helped at all. They just agreed that today they will report or blotter the incident to the barangay officials in order for the girl to be fetched by some DSWD (Department of Social Welfare and Development) personnel for custody and to give her proper rehabilitation or some treatment.
As young as she is, she knows how to steal in a subtle way and how to do the act at such a very young age. One time, when she was asked why she did it. Her answer was her hands became itchy. Then, I thought maybe she is a Kleptomaniac. I've searched in the internet what really caused these people to steal even if they knew it's a bad thing to do or they knew what they are doing. I came across an article entitled, Confessions of a Kleptomaniac (full article here). I grabbed excerpts from the article that explains how Kleptomaniacs developed this kind of mental disorder. Because I don't believe when your hand itches, you steal. It's all in the mind the act of stealing happens or is about to unfold.
Then, we knew later on, that the store at the back of their house too was also victimized by the girl and some stores nearby. Her way is, she will befriend you and talk to you in a friendly manner. You wouldn't notice any harm from her because of her charms and the demeanor ways she has. But then she will just observe everything in the store and the manner the people moves inside. One time, the girl bought from another store a bottle of softdrink. The tindera (sales girl) went inside the house to get a bottle. The tindera put the money near the small window where nobody can reach it unless otherwise you try to steal it. Having a petite frame, she fit into the small window, jumped with only half her body, reached and luckily stole some cash. She knew already where the money is located as she already "studied" that store. A person in the nearby store saw what happened and reported it. They looked for that girl's house and apparently their neighbors who are also sari-sari store owners were another victims of her. When they talked to the parents and confronted the girl, the girl actually confessed that she just took 500 pesos only and not 1,000.00 pesos as the amount that was stolen in their store. The two who complained thought that it might be their modus knowing that they just rented the place and were actually strangers and new in our village. That the parents who they talked were just calm about the incident when they complained to them. The parents only said they will just talk to their kid. But then another stealing episodes still happen after that involving the teenager. The girl was not at all looking guilty and scared. That's quite alarming for me huh?! I have two helpers in the house and I have my two kids too. We already alarmed our helpers not to befriend her or anybody who they didn't know. I am concerned of my kids safety even more.
Another unfortunate incident happened when the girl robbed cash inside a house. At first, the girl befriends the tinderas/helpers. Capturing their hearts with her friendly talks. Until one time, she asked if she could use the toilet. And since they're friends already, they let her in. You would wonder why she use that excuse knowing she just lives two blocks away from that store. It was her way of observing inside and looking for something to stole. She didn't stole anything just yet. But on the second or third time I guess, she passed through the back gate and climbed there (She honestly confessed it after she was caught). Fortunately, one of the helpers, saw her going from room to room and stole their money. When she was caught in the act, she just returned the money she stole and walked away. After that incident, the girl still goes to that store like nothing happened. My husband helped in finding solutions with them on how to get over with that girl because informing her parents and other members of her family didn't helped at all. They just agreed that today they will report or blotter the incident to the barangay officials in order for the girl to be fetched by some DSWD (Department of Social Welfare and Development) personnel for custody and to give her proper rehabilitation or some treatment.
As young as she is, she knows how to steal in a subtle way and how to do the act at such a very young age. One time, when she was asked why she did it. Her answer was her hands became itchy. Then, I thought maybe she is a Kleptomaniac. I've searched in the internet what really caused these people to steal even if they knew it's a bad thing to do or they knew what they are doing. I came across an article entitled, Confessions of a Kleptomaniac (full article here). I grabbed excerpts from the article that explains how Kleptomaniacs developed this kind of mental disorder. Because I don't believe when your hand itches, you steal. It's all in the mind the act of stealing happens or is about to unfold.
Terrence Shulman is the founder and director of The Shulman Center for Compulsive Theft, Spending and Hoarding, and the author of Something for Nothing, a book on compulsive shoplifting. He says that it’s common for compulsive thieves to begin as young as age five. “Most people start off stealing a little bit in their earlier lives in reaction to emotional distress,” he says. “Losses, trauma, betrayal, financial issues—and it becomes worse over time. But some also develop stealing behaviors later in life.” He continues, “It is quite common that young children are over-disciplined or abused or shamed for various things…and it can leave a scar and cause them to rebel, often secretively, into law-breaking behaviors such as stealing.”
Dr. Jeff Gardere is a psychologist and the author of two books on parenting. “We do see very young children who begin to steal and it is a sign of some emotional disturbance, a lack of permanence in their lives or a psycho-symbolic way to fill the void in their lives,” he tells me. “That void may come from a lack of love from parental figures, or from emotionally unhealthy environments.” He also agrees with me that stealing “may be a way of taking back power from a strictly disciplined childhood…breaking out of the very strict upbringing and rigid rules by engaging in rule-breaking and sometimes chaotic behavior.”
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