An open letter to Village Pointe. #VillagePointe

I am curious about Village Pointe's policy and enforcement methods. I was picking up my tablets computer at Village Pointe mall and decided to trial the camera in lower light conditions. So I went about getting some basic shots of the stores and logos -- to make certain the right photo goes to the right stores & doing some some photos of the Halloween display by the bandstand I was approached by a security guard who asked “What are you doing?” "Just taking some pictures."

Guard (a sergeant, not some rookie new guy): "Well, you can't do that here. They don't allow people to take photos of the store front or signs."

Me: Surprised at this and naturally curious, I politely ask, "Why?"

Guard: "Because it is corporate America & they can do whatever they want! I have to ask you to leave now! Anybody who wants to do that needs to get permission from the corporate office first."

Me, again, politely: "Okay, I was just asking," as I did not think it was that unreasonable under the circumstances as this was a an open place where the public is invited, granted on their private property. The sergeant followed me to my car.

My questions regarding this incident are:

1. Why the policy in the first place? 2) Taking pictures of the stores’ signs is forbidden? Really? You mean I can’t find out what the signage looks like for a business? 3) There were about 8 storefronts on the main street where business had left. It's not a really high total percentage, maybe 9%, but this is not the 100% occupancy rate previous. As a mall gets as much of or more of their income from a %of sales from the stores, a mall does not want any stores closed as the biggest shopping season of the year starts. 4) How does Village Pointe train the people used to enforce such a seemingly arbitrary & capricious policy? Did he inquire why I was doing something so heinous as taking photographs? No. The sergeant could have said what the problem was in a different way. Nor would one generally take it as common knowledge that an open air mall is a maximum security zone akin to the CIA or the vaults of the Federal Reserve. How about this, instead asking in a gruff voice, “What are you doing?” When it is very obvious as to what said person is doing, “Sir, the mall does not allow taking pictures of the stores or signage. I hope you understand that I have to ask you to stop. Yeah, it seems pretty silly on the face of it, I am sure they have their reasons. But hey, I have to enforce it, just doing what they pay me to do. Thanks for your understanding because they are very strict on this, and we have to ask people to leave if they continue doing it after we inform them of the policy. Have a nice day.” Honey, instead of vinegar, Mr. or Ms. Village Pointe Corporate Executive. A carrot instead of the stick. A smile instead of a frown and glare.

I understand the security people have a job to do. I deal with people all day and have been in a customer service position since I got my first job in middle school. A smile and soft tone usually works far better than an attitude and snarky comments from the first moment of the encounter. I am a nurse, so I have pretty thick skin as I deal with the stuff people are experiencing with on the worst days of their lives. Don’t you want the people who are innocently breaking a rule to be advised and given a chance to correct said behaviors before giving them a bum’s rush off the property? Talk about a bad customer service experience today!

Without exaggeration, I alone have spent over $3000 at Village Pointe in the last 6 months. That total is personal purchases of movies, sporting goods, food, wine/drinks, clothing, electronics, entertainment, etc. Now factor in my friends who dine and drink with me also not spending money at your shops because I veto that location due to my poor customer relations experience tonight. I really would like to hear the reasons for this policy and why you eject people in this manner. I am a reasonable person and willing to listen.