What: The retail industry is experiencing a shift towards increased security measures, including locking up merchandise and restricting store access, which is creating a new era of "untailing" where sales prevention becomes an unintended consequence of loss prevention efforts.

Why it is important: The situation calls for innovative solutions that can address security concerns without significantly hindering the shopping experience.

The retail industry is undergoing a significant transformation in how it approaches security and customer access, dubbed "untailing" by the author. This shift is characterized by an increasing tendency to lock up merchandise and, in some cases, restrict access to entire stores. This trend represents a departure from the self-service model pioneered by Piggly Wiggly in 1916, which revolutionized shopping by allowing customers direct access to products.

Major retailers like CVS, Walgreens, Target, and Walmart have expanded the practice of locking up merchandise beyond traditionally secured items like razor blades and perfumes to include a wide range of products. This approach, while aimed at reducing theft, often seems arbitrary and can significantly impede the shopping experience.

The article highlights extreme cases, such as Saks Fifth Avenue converting its San Francisco location to an appointment-only operation, effectively locking out casual shoppers and potentially impacting sales. While retailers cite increased theft as the primary reason for these measures, the author notes a lack of transparent data on the actual scale of the problem.

The piece suggests that these restrictive practices may be counterproductive, potentially driving away customers and reducing sales. It calls for more innovative solutions to address retail crime without compromising the shopping experience. Examples of alternative approaches include increased visible security presence, as seen in Atlanta's Lenox Square mall, and advanced surveillance technologies similar to those used in Las Vegas casinos.

The author argues that retailers, known for their innovative marketing strategies, should be able to devise more effective solutions to combat theft without resorting to measures that fundamentally alter the shopping experience. The challenge lies in finding a balance between security and maintaining an open, inviting retail environment.

This new era of "untailing" raises important questions about the future of retail, customer experience, and the industry's ability to adapt to changing security needs without alienating shoppers.

When combatting retail crime leads to “untailing”