With over two decades of experience, Ben has overseen thousands of retail security system installations across the U.S. As Service Manager at Retail Security Group Inc., he has seen firsthand how Electronic Article Surveillance (EAS) technology has evolved, and why proper installation is more important than ever. In this candid interview, Ben shares industry insights, technical advice, and lessons learned from the front lines of retail loss prevention.
About Ben’s Experience
Q: Ben, you’ve been with the company for over two decades. What changes have you seen in retail security technology during that time?
A: Industry-wide? Honestly, not enough until recently. But over the last few years, we’ve seen real improvements. The digital processing and algorithmic advances on our newest RF, and especially AM, systems are significantly better than anything that was available even five years ago. RFID is obviously a huge game changer too, and I’m excited to see how retailers of all sizes adopt it over the next five years.
Q: What first got you involved in the EAS industry, and what has kept you passionate about it for so long?
A: I come from a family of entrepreneurs, and I’ve always been fascinated by the small, niche businesses that make the economy run. When I got into EAS, I quickly saw how vital these systems are for protecting retailers, especially small businesses. And let’s be honest, everyone in this line of work loves catching the bad guys.
Q: How has the rise of organized retail crime changed the role of installation and service teams like yours?
A: Great question. It’s raised the stakes dramatically. There’s no margin for error anymore. These crime rings are well-organized, and the only way to fight back is with a layered approach to security. For us, EAS is the linchpin, and if it’s not installed and configured properly, it’s practically malpractice. You have to do everything you can to stop your profits from literally walking out the door.
On Proper Installation and Setup
Q: What are the most common mistakes you see during EAS system installations?
A: The biggest issue is when people try to cut corners. We’ve cleaned up so many messes from systems bought off eBay or installed by someone who doesn’t know what they’re doing. I get that retailers wear a lot of hats, but when it comes to security, it pays to talk to someone who actually understands these systems. For big-box stores, I’d say one common misstep is letting malls push them into concealed systems that offer less visual deterrence and weaker detection.
Q: Can you walk us through what a proper installation looks like?
A: Whether it’s new construction or a live retail environment, there’s always a right way to do it. Best case, we coordinate with the general contractor so the wiring can be concealed and protected. But even in retrofits, following manufacturer specifications is critical. These systems are like airplanes, they only work if the conditions are right. You don’t argue with physics.
Q: How critical is electrical setup to system performance?
A: Absolutely essential. We've had countless service calls where issues were traced back to things like neon signs or other devices sharing power with the system. A dedicated circuit with its own breaker is ideal. Power conditioners can help in a pinch, but nothing beats proper setup from the start.
Q: Why is pedestal spacing so important, and how do you troubleshoot tight layouts?
A: That’s where experience really matters. You need to know how to tune the system, account for interference, and make subtle adjustments. There’s no substitute for hands-on time in the field.
On Working Across 48 States
Q: How do you ensure consistent quality nationwide?
A: We don’t use subcontractors plain and simple. Our technicians install and service EAS systems exclusively. That focus gives us the expertise to do it right, every time.
Q: Most challenging install you’ve done?
A: A major department store in Honolulu. We worked overnight shifts for a week. The beach was right there, but we were too exhausted most days to enjoy it. I made it down a couple of times, though!
Q: Do different parts of the U.S. present different challenges?
A: Absolutely—weather, building codes, construction materials, everything. But with experience, you start to anticipate those variables and adapt accordingly.
Technical Advice for Retailers
Q: What advice would you give to a retailer planning a new store vs. retrofitting an existing one?
A: For new builds, get your EAS vendor in touch with the GC early. That way, all the wiring can be hidden for a clean look and long-term protection. For retrofits, the key is communication, especially with store staff. If you’ve been merchandising coats next to the door and now those coats have tags, they’ll constantly set off alarms. Layouts often need to change, and that has to be explained clearly to staff.
Q: How should retailers maintain their systems to avoid issues?
A: Keep the area around the system clear. Don’t plug other devices into the same circuit. Report issues early. Honestly, properly installed systems last a long time, we’ve got refurbished units out there still running after 20 years. I don’t think service contracts are necessary if you start with quality equipment and install it right.
Q: What should be checked first if a store is hit by a hurricane or storm?
A: If the system shows signs of physical or water damage, report it immediately. Most insurance companies would rather replace the system than take the risk of a future electrical issue.
Q: How does conduit installation affect long-term serviceability?
A: It’s huge. Proper conduit protects the wires and makes it easy to replace them if needed. If the wires are cemented into the floor without conduit, repairs become a nightmare. I’ve seen cases where the only option was to run new wires in visible molding—not ideal.
On Adapting to New Tech
Q: How are you and your team adapting to hybrid EAS + RFID setups?
A: I love it. It’s an exciting time in retail security. The possibilities with RFID are incredible, both for loss prevention and inventory intelligence.
Q: Any new tools or technologies that have improved your work recently?
A: Yes—our latest AM systems come with internal phasing equipment. That might be a bit technical, but for those who’ve installed these systems, it’s a big leap forward in performance and setup efficiency.
Reflections & Leadership
Q: What’s been the proudest moment of your service career?
A: Watching some of the younger techs I trained save up and buy their first home. That kind of thing really sticks with you.
Q: What do you look for in a great technician?
A: Patience and attention to detail. Without those two traits, this job is very hard to do well.
Q: How has the company’s approach to service evolved over the years?
A: Technology has changed everything, from scheduling to diagnostics to reporting. Tools like AI are making the job easier and more efficient, which helps us serve customers better.
Q: What would you say to a retailer who’s unsure whether to invest in an EAS system?
A: I’m not in sales, so I’ll just say this from experience: these systems work. When I’m out shopping and I see a store without a system, it honestly looks strange. I can’t imagine not having one.