Dismissals at Pam over fake customer test: three employees failed to detect hidden thefts
Three workers of the Pam chain were dismissed after a surprise check that simulated a theft, triggering union and political protests
Three employees of the supermarket chain Pam were dismissed for failing the so-called 'trolley test' or 'fake customer'. The workers were dismissed because they allegedly failed to detect the theft of some products, hidden in the shopping trolley during a test performed by company inspectors.
What is the trolley test
It is a surprise inspection in which company inspectors pretend to be normal customers. These fake patrons deliberately hide products inside the cart to see if the cashier notices the attempted theft or mistake.
If the employee does not detect the concealed goods, disciplinary action is triggered, leading in such cases to dismissal for cause.
The fake customer method is a widespread phenomenon, especially in commerce and catering. It is a practice that can be used to improve the quality of service, but it is also often used for disciplinary evaluations, up to and including dismissal, as in the latest cases that have sparked controversy.
The first case in Siena, then two others in Livorno
The first employee dismissed was Fabio Giomi, 62, who worked in the Pam shop in the shopping centre Porta Siena. As reported in the daily newspaperLa Nazione, Giomi was subjected twice to the trolley test, and during the second check he was allegedly unable to identify some small items hidden in the middle of some beer crates. After this episode, the dismissal of the employee, who was also a trade union delegate, was triggered.
