You Got Busted!

Now that you have caught a shoplifter, or at least think you did, what is next? Do you attempt to detain the shoplifter or simply try to get the merchandise back and ask the thief not to come back to your store? Your policy for when a thief is caught should depend largely on the suspect and employee or employees in the store. If you grab a teenage girl attempting to steal that expensive handbag detaining her until the police come may well be the best policy.

If an employee who is working alone at night sees a young adult male in a group walking out with a new electronic gadget, it may be best to let them go rather than getting hurt. Many retail stores, large and small, focus their shoplifting efforts on deterrence and/or prevention and not on apprehension, especially retailers without loss prevention personnel. Deterrence measures include, but are not limited to, customer service, identifying and interacting with suspicious shoppers. An example would be a store employee who saw someone conceal a shirt saying: “I noticed you were looking at the new shirts; take a look at these matching ties." Or if you see someone conceal gloves, maybe get bold and say "I can hold those gloves at the counter while you shop." Ultimately, it is up to you and your store's policy to determine if detaining and prosecuting shoplifters is the best thing to do based on the resources you have.

If you choose to hold shoplifters, I recommend you check the local laws and maybe even consult with an attorney. Laws may vary and according to CrimeDoctor.com, to detain someone for shoplifting these six points are required.

1.You must see the shoplifter approach your merchandise.

2.You must see the shoplifter select your merchandise.

3.You must see the shoplifter conceal, carry away or convert your merchandise.

4.You must maintain continuous observation of the shoplifter.

5.You must see the shoplifter fail to pay for the merchandise.

6.You must approach the shoplifter outside of the store.

Of course, the best approach, bar none, is to prevent shoplifting in the first place!

As reminder the top five ways to reduce shoplifting are:

5. KEEP YOUR STORE CLEAN, WELL ORGANIZED AVOID FIXTURES THAT BLOCK VIEW. A clean, well-lit and well-organized store will tell the shoplifter that you pay attention to detail and to them! If you use gondola shelving, I suggest no more than 4’6” tall

4. LOCK IT UP! Putting your small, higher end items in a quality showcase will not only stop the product from jumping into customer’s pockets, it will add value.

3. INVEST IN A QUALITY ELECTRONIC ARTICLE SURVEILLANCE (EAS) SYSTEM. An EAS system where there are sensors at the doors, will deter a large percentage of potential shoplifters. Prices of these systems have gone down over the years and the technology has greatly improved.

2. COMMUNICATION, COMMUNICATION, COMMUNICATION Communication is key to reducing theft. Keep an open, on-going communication with your employees and encourage them to talk to each other about problem customers or items. You should also talk with other retailers in your area about their shoplifting experiences.

1. SERVE THE CUSTOMER The most effective and least expensive method of reducing shoplifting is to SERVE THE CUSTOMER. Reinforce with your employees when they see, hear or meet a customer, to put all other duties on hold and Serve The Customer! First, foremost and fanatically SERVE THE CUSTOMER. Doing this will not only increase sales (and profit) is will also reduce shoplifting. Chances are the thief will not take a risk if they are being watched, they will go somewhere else.

Product Highlight: Belt Lock Security

Bonus Tip: Get to know your employees. It’s much easier to steal from someone you don’t know, but it is much harder to steal from somebody you have a relationship with. If you are connecting with your employees and being aware if they are going through financial difficulties “A happy employee is a more honest employee. It helps reduce employee theft when your staff feels that you care.” Thanks, -Mark Turner