Rising retail theft: How to protect your staff and store

6 ways you can minimize the potential for theft and violence in your store

1. Develop protocols and procedures for dealing with shoplifters, and/or violence and harassment. “It’s hard to think clearly when faced with a shoplifter or a potentially dangerous situation.” Have a plan in place so everyone understands what they should do. 
   
   Look at all potential scenarios to ensure staff are safe at all times. Some questions to jumpstart your protocol/procedure development:

• How do they alert management or other staff about potential shoplifters?
• How do they interact with a potentially abusive customer?
• Who can they turn to for immediate assistance?
• When and how do they contact authorities or security?
• Where can they go to protect themselves if the situation becomes dangerous?
• How do staff report minor incidents?

2. Be clear about what staff should NOT do. “While staff may play a role in spotting shoplifters, they should never attempt to block confront a thief.” This is how people get hurt and killed. You never know what weapons someone may be carrying. 

3. Provide de-escalation training to staff and managers. When faced with an abusive or aggressive customers, remain calm, be non-confrontational, show empathy, listen for what the person truly needs, suggest options to resolve the issue, maintain a safe distance and summon assistance if needed. 
    
4. Make your store undesirable to potential thieves.
   
   
   • Incorporate design elements that are known to deter thieves.
     • Create space and openness; cluttered areas are a beacon for thieves. “You want to be able to see your customers and inventory at all times.”
     • Use mirrors to eliminate blind spots. 
     • Keep expensive items in locked cabinets. 
   • Use signage. An effective and low-cost way to deter theft, signs notify would-be shoplifters that they are under surveillance and that shoplifters will be prosecuted.
   • Take advantage of technology. For example, use video surveillance, security tags, access control devices, alarms, and sophisticated loss prevention software. 
     “Security cameras have three purposes – to deter thieves, to allow staff to monitor all areas of the store, and to provide evidence in case of a prosecution.” Place cameras so they capture entry points and high-risk areas. 
   • If possible, greet all customers, and ask them if they need assistance. “Thieves want to remain anonymous, saying hello shows them that they have been seen.” 
      
5. Hire security guards. Using their physical presence, observation techniques and verbal commands, security guards can help prevent shoplifting, and if trained intervene during an act of crime. 

Security guards must be licensed in Ontario and carry proof while on shift. 

Employers are responsible for the health and safety of the security guard when they are on your property. “The security guards need training on all the hazards in the workplace, including risks of violence in their job, and the control measures in place to prevent injuries.”

Work with law enforcement if you suspect organized crime. Report all incidents of theft and provide evidence to help identify and prosecute criminals.