Beating Shoplifters at their Game
By Robert Price |
A large part of the loss prevention game is deterrence. Creating an environment that tells thieves "You're not welcome" is the first and most important part of protecting your store.
And, if loss prevention is a game (and it isn't), it's important to remember that shoplifters and others who steal from you don't play by the rules. They lie, they cheat, and of course, they steal. They prey on vulnerable retailers of all sizes, exploiting the hard work of others.
Loss prevention doesn't have to be a losing game. You just have to know how to play. |
WHAT DOES A THIEF LOOK LIKE?
Thieves are diverse: they come from all walks of life, all sections of society and every age group. Some, like the boy wanting a free chocolate bar, are opportunists – they're impulsive and steal because they think they can get away with it or because their friends pressure them to do so. Some thieves steal because they need to support a drug habit or gambling addiction. Other thieves steal because it's their profession. These career criminals operating mob rings tear the biggest chunk off the backs of retailers. Combined, theft from shoplifters, employees and suppliers costs retailers more than $3 billion per year. That doesn't even include credit and debit card fraud, or returns fraud, which makes the problem even greater.
Sadly, your loss prevention plans need to go deeper than simply warding off external thieves. Retailers of all sizes need to be wary of vendor theft and employee theft — insider jobs can be expensive and demoralizing.
With some clever thinking and diligence, retailers can stave off most of the opportunists and better protect themselves from professional thieves and dishonest employees. |
FOIL CROOKS WITH A SMILE
The best way to foil crooks is to provide them with the best customer service possible.
"They don't want to be served. It's when they are being left alone that they get the opportunity to steal," says Marcel St. Jean, Chairman of the Commercial Security Association and National Director of Loss Prevention at Holt Renfrew. |
If you see somebody who looks suspicious, says St. Jean, approach the person with a smile and say, "Nice to see you again," and follow through with VIP customer service. If you see them hovering over a particular shirt, ask if they would like a matching pair of pants. If they're carrying items, follow them through the store and talk about the products. Solve their needs. Upsell. But never leave them alone.
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