James Wiles: Setting standards high at BI-LO

Sep 1, 2000 12:00 PM, CAREY ADAMS

As a young boy, James Wiles never dreamed that he would be in the security business. He dreamed instead of designing buildings and other great structures of the world. Architecture was Wiles' first ambition.

But the dream of being an architect gave way to a job he never considered: building a top-notch loss prevention strategy for a chain of grocery stores.

"I never even thought about being a loss prevention specialist. It was the farthest thing from my mind," says Wiles. "But I am glad that I accepted the position."

Wiles is the director of loss prevention for BI-LO Inc., a Mauldin, S.C.-based chain of more than 290 grocery stores throughout the Southeast. In his six years on the job, Wiles has been credited with decreasing the number of armed robberies company-wide, developing a business crime network reporting format that provides for the anonymous reporting of crimes against the company, and initiating peer-to-peer training in loss prevention.

Wiles has also taken BI-LO stores into the age of security technology by adding CCTV and electronic article surveillance. These security enhancements have all come from a man who at first resisted the idea of being in the security business.

"I didn't have any experience and didn't know anything about it," says Wiles.

In 1994, Wiles was district manager for a BI-LO store in the southern part of South Carolina. A phone call from the executive vice president of the company forever changed his career.

"I can recall the conversation like it was yesterday," says Wiles. "The executive VP said the company had a position open in loss prevention, and they would like for me to fill it. I first said, how did you get my name, and second, I have no experience."

But the top brass of BI-LO had been watching Wiles' leadership as a district manager, which had made a significant difference in the store. Wiles implemented changes to make the store aesthetically pleasing and a more pleasant place to work. Word of the change made its way to corporate.

"I told him, they had to be kidding," says Wiles. "But he said they needed a leader, and I was the one for the job."

BI-LO officials wanted Wiles to make loss prevention changes from a position of leadership as director of loss prevention; the company figured Wiles could learn on-the-job.

Flattery that officials from the corporate office had sought him out soon gave way to mental anguish. He had already uprooted his wife, Wanda, and their two sons, Lee and Jay, five times. But after talking it over with his wife, Wiles accepted the job. Six years later, the job he almost rejected is now one of his passions.

"Every day is fascinating. Loss prevention is a wonderful job," says Wiles.

Wiles' success can be attributed to an ability to instill confidence and a work ethic in his employees. "He strives for the best while encouraging those around him to do the same," says Rob Doyle, BI-LO's manager of corporate security. "After spending time around James, without consciously thinking about it, you as an individual have soon surpassed even your own high expectations."

Wiles challenges his employees to "step out of the box" and look at different ways to solve problems. The challenge has helped create an armed robbery prevention program that has netted a consistent drop in the crime since 1997. According to Doyle, people want to work for Wiles.

"He promotes self-confidence in each of his reporting associates as well as associates in other departments of our own company," says Doyle. "James is always ready to compliment an associate on a job well done, while encouraging them to continue to strive to their best."

Besides instilling confidence through words, Wiles has developed seminars and training classes to aid company security. He has been credited with developing an advanced shoplifting detection and prevention seminar, as well as an eight-hour seminar on loss prevention and related issues in the BI-LO School of Business.

"I think people can do their best job when you give them the tools to do their absolute best job," says Wiles.

Wiles' security initiatives have also made him sought-after by other companies seeking to help their loss prevention departments establish more effective ways to operate.

The one thing about the job that has disappointed Wiles is the fact that the majority of the crimes investigated by the loss prevention department involves BI-LO employees.

"Unfortunately, our associates create 55 to 60 percent of the losses in the organization," says Wiles.

With more than 24,000 associates (employees) nationwide, Wiles knows there is bound to be some internal theft. But it saddens him still.

"Some of these people are the ones you would think you could trust with your wallet. Sometimes, I just can't believe it," says Wiles.

The job has also opened his eyes to the callous nature of some people. "It is amazing how people come up with ways to steal," says Wiles.

Despite the flaws of a few BI-LO employees, Wiles continues to sport an enthusiasm for the job that is infectious. According to Doyle, Wiles always encourages togetherness and a sense of family within the department. Staff members are encouraged to help their co-workers strengthen their abilities in areas where they are weak.

Wiles says his upbeat and positive attitude is a direct reflection of his religious beliefs. "I have been saved for sometime now and I work for my Saviour. My attitude and outlook have changed," says Wiles.

Outside of job and family, Wiles spends much of his free time doing church-related activities. He holds the position of deacon, usher and ministry team leader at Hollow Ridge Baptist Church in Simpsonville, S.C. He also plays on the church softball league team and plays the trumpet in the church's music section.

His family takes up the rest of his time. He coaches 8-year-old Lee's baseball team and serves as an assistant coach on 12-year-old Jay's baseball team.

Doyle says the relationships Wiles has with the church and family are reflected at the job.

"He has the ability to temper compassion and good judgment while still maintaining morals and achieving his goals," says Doyle. "He has a contagious sense of morals and self-respect."

Wiles continues to strive for success. He is currently working on earning his CPP and is working on a master's degree in theology. He also plans to complete a doctorate degree in the same field of study.

As for the future, Wiles looks forward to continuing to revolutionize BI-LO's loss prevention department. His goal is to make the company a safe, secure environment with minimal loss.

"I am happy with BI-LO and I don't see myself going anywhere else," says Wiles.

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© 2008 Penton Media Inc.

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