41
SEPTEMBER/OCTOBER 2014
LUMBER CO-OPERATOR
Q: What steps do you take at your yard to ensure the security of
your business?
A:
The “normal” yard security measures include perimeter
security (fences); alarms; cameras; and internal controls to
guard against theft (both internal and external); and policies
and procedures regarding the acceptance of cash, checks,
and credit cards.
—Rob Holden, president
Florence Building Materials Corp., Huntington, N.Y.
We’re always quite mindful. We’re suspicious when things
seem out of the ordinary or customers with whom we
haven’t dealt before enter our business, etc. We’ve been
burned in the past with credit cards that were pre-approved.
We’ve gone to make a delivery, and two weeks later we
discover it was a stolen card and we won’t be getting paid
because we don’t have a signature.
With the advent of the cell phone and the ability to take
pictures, we can photograph who is receiving the load on
the other end. We won’t ship where there isn’t someone to
accept material on the other end when we don’t know the
customer.
Technology has allowed us to hand people a single form
when they pick up materials—one form is for the customer
and a second copy prints in the yard. That way the customer
can’t modify or alter the slip. My people also know that
the customer is headed toward them and they should be
welcoming them shortly.
—Keith Coleman, president
Hamilton Building Supply, Hamilton, N.J.
Various paperwork, back-office and cashier protocols that
usually involve two or more employees. The yard gate is
always manned to compare invoices as to what’s loaded
on the truck. Gate guards are not involved with loading/
unloading vehicles and are not able to fix transactions; they
send the customer back into the store to get the invoice
corrected. The gate guard also has a protocol for marking
invoices so they can only be used once. This prevents
the customer from loading up, going home, unloading,
returning, and using the same invoice to load up again.
Check signing is limited to my cousin and me. We’ve also
upgraded in-store video cameras.
—Jonas Kelly, vice president
JAY-K Independent Lumber Co., Inc., New Hartford, N.Y.
Currently it is a combination of our human resources and
weak technology. Our yard is currently fenced, but it is
temporary because of a rebuild we are conducting. We are
diligent about checking every customer as they leave the yard,
and my check-out team, a hand-selected group, must have
a tape measure in hand while checking all products. This
shows the customer that we are diligent about checking what
is leaving the yard. If the product is incorrect, it also helps us
determine if there is a problem with our staff, both counter
and yard, or if the customer needs more product knowledge.
—Margaret Price-Sims, president
Ridgefield Supply Co., Ridgefield, Conn.
Standard procedures on the physical side include standard
shutdown procedures at night—doors locked, gates closed,
and security lights on. During the day our largest threats are
theft and cybersecurity. To thwart theft in the yard and store,
we try to be vigilant with attentive customer service and a
real check at the gate when customers depart—not just a
smile and a wave.
—Joe Miles, president
r.k. MILES, Manchester,Vt.
(continued on pg. 42)
and knowing when to say “no” to a delivery when something seems suspicious.
Executives and owners are counting on today’s employees to be one of their assets in the war
on crime. Employees are quickly learning that their vigilance can translate into the difference
between profits and losses, affecting their livelihood too.
The
Lumber Co-operator
asked a handful of NRLA dealers how they’re combating fraud along
with which threats cause them the most worry.
1...,35,36,37,38,39,40,41,42,43,44 46,47,48,49,50,51,52,53,54,55,...124