Does your store take measures to help customers who suffer disabilities? How about accommodating wheelchairs and holding special shopping events for people with intellectual impairments? Well, what if the disability consists of a compelling urge to keep on buying products or services in self-destructive ways? That problem is called Compulsive Shopping Disorder.
People with CSD tell researchers things like, "It's not that I want it, because sometimes I'll just buy it and I'll think, 'Ugh, another sweatshirt.'" and "I couldn't tell you what I bought or where I bought it. It was like I was on automatic." Does it sound like an addiction? You see, people with the disorder often recognize something's terribly wrong with them.
Compared to your other customers, they are less likely to pay their bills and more likely to return items. Those are a couple of the reasons retailers should care about CSD. In addition, there are mental health professionals who want CSD to be added to the American Psychiatric Association's Diagnostic and Statistical Manual (DSM). If this happens, the legal obligations for retailers might increase. Think about how judges have held bars responsible for keeping patrons from drinking alcohol to excess and how Harrah's casinos post notices reading " Gambling Problem? Call 1-800-522-4700."
I'd never suggest to a retailer that they refuse to sell an item to a customer because the retailer suspects the person has CSD. But I would suggest that you and your staff refrain from sales pressure on customers who seem to be struggling to keep from buying while they're emotionally upset.
Have I convinced you to think about ways to handle customers who show signs of CSD? Okay then, let's move on to DSM diagnosis 312.32, Kleptomania, characterized by, "the recurrent failure to resist impulses to steal items…." The poor dears.
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