Security Procedure

This is the policy for the San Diego location. For the Jewelry Buyers locations, see “Buyers, Security Procedures” policy.

Use the word “Rumpelstilskin” only for impending robbery situations

We have a secret word that we ONLY use to indicate that we think we are being cased, or are going to be robbed. When you hear “Rumpelstilskin,” it means that something is going on and you must pay attention and ACT. It is never said or used jokingly, and should always be reacted to as the real thing. If possible, this should be said over the intercom (press # 30 on any phone). If not possible, it should be said loudly so others can pass it on to the entire store.

Use the word “Janna” for suspicious activity

If you are with a customer and become suspicious of something that the customer is doing but don’t think it’s a robbery situation, then make a comment to someone nearby that includes the name “Janna” as in, “Do you know if Janna is in today?” or “Don’t forget to call Janna about that situation.” If you hear someone say “Janna,” go into the back and alert Maggie, Robin, and Cheryl that there’s something odd going on in the showroom. They will let others know and bring people out to observe what is going on.

If you want to turn over the sale and go in the back yourself to explain why you’re suspicious, then ask another salesperson, “Can you help me while I go ask Janna about something?” That lets the other salesperson know to be extra alert while helping the customer, while you go to get help.

In the event that we are being cased and MAY be robbed

The following people are assigned these stations in San Diego:

Maggie

• Goes outside with a cell phone to ID the get-away car and any accomplices.
• She will also call and inform the police that we are being cased and that it is a POTENTIAL HOSTAGE SITUATION.

Leo

• Organize, observe, and face suspect down if possible

Cheryl

• Goes to the back rooms and downstairs, alerts those employees downstairs who should immediately exit through the garage or marketing exit, whichever is closer.
• Look through the windows in the back before exiting as there may be robbers down there too trying to get in.
• After notifying the people upstairs downstairs should return to a position upstairs that will allow her to observe through the 2-way glass in the repair department to keep appraised of the situation.

Robin

• Goes into Leo’s office and observes and through the intercom or phone can tell others including Maggie what is happening.

Once you get out, stay outside and out of the way. Do not go to the front of the store. If you can get in a car and drive away without putting yourself in danger, do so. Drive away from the store and park down the street away from danger.

If you see any cars in front of the store and can do so without putting yourself in danger, note the car make, model, color and license plate number.

If you can get a description of the occupants of any parked cars as to race, hair color, color of clothing, and anything else that might help the police identify them. From a safe distance, keep an eye on the front door of the store to catch anyone coming out again, noting down a full description if possible.

If you are already in the showroom, you should walk towards the suspect, but stay behind the counters, and stare until they leave or until Leo or another Executive says it is safe.

In the event of an actual robbery

If you are in the showroom and a robbery is in progress, DO NOTHING unless told to by the robber(s). Be still, keep your eyes down, and do what you are told. If you are not in the showroom then stay out of the showroom and away from the windows. If you can exit the store without putting yourself in danger, do so immediately. If you can safely exit through the Buy Office door, the downstairs marketing emergency exit, or the break room door, then do so, but watch the windows and monitors as more robbers may be outside trying to get in.

If you can safely get into a car and drive away, then do so. Get far enough away that you are no longer in danger, park, and wait to be called back when it’s safe. The police will want to talk to everyone later who is a potential witness to the events.

Once you get safely outside, call the police, and be sure to tell them that a robbery is in progress AND IT IS A POTENTIAL HOSTAGE SITUATION. The last thing we want is to have the building surrounded by police with the robbers in here with us! If you can see what kind of vehicle they leave in, note make, model, and any of the license plate numbers/letters.

We have insurance for robbery so give the robbers whatever they want. Do not talk back or get wise, just do what they say, calmly with no sudden moves. Be quiet, hold still, keep your eyes down, and let them take everything in the store. (Although you don’t need to remind them if they overlooked something!)

If we have a situation like this, and you see Leo moving about slyly, do not look at him. He may be up to something tricky, and we don’t want to draw attention to him.

Holdup buttons

We also have holdup buttons that when pushed will summon the police. These are to be pushed only if people are being hurt, if the robbers start shooting, or as soon as the robbers leave. We don’t want the police to arrive while the robbers are still in the store unless they are aware that it is a potential hostage situation. If the police simply drive up with sirens wailing, the robbers might use us as hostages to try to get away.

The holdup buttons in San Diego are located:

1. Robin’s office behind her door
2. In the right-hand polishing room in the jewelers area
3. Next to the POS on the right hand wall
4. Under the Buy Office counter

When Bay Alarm comes out to change batteries in the motion sensors, they are supposed to also make sure the panic buttons are working. All they must do is type a code into their digital transponder and it will alert headquarters that there is a test going on so it will not alert the police, but it will show on their screen whether the signal has been sent/received. They typically must change the batteries once a year, but a test can also be initiated by calling Bay and asking for the test.