"Customers will love your service. Shoplifters will hate you because they won't get the opportunity to steal," says St. Jean.
If a shoplifter knows they're caught in a retailer's sights, they're more likely to abandon their attempt to steal. They'll get the message that you're watching them. And, they're less likely to rip off a person who's treated them with respect.
Here's another tip St. Jean learned from his 35 years in the business: Beware of the "Rollers and Folders" and the "Movers and Shakers." |
Rollers and Folders:
- Shoplifters will sometimes roll and fold merchandise. It may be a subconscious sign of guilt and may be a tip the person is preparing to conceal a product.
Movers and Shakers:
- If customers change their mind about a product, they usually return the merchandise to its proper shelf. Criminals move merchandise around the store because it's easier to steal.
- Shoplifters will often shake and weigh the merchandise, as if they are weighing the odds of getting caught.
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CONFRONTING SHOPLIFTERS
Confronting shoplifters is often unavoidable and it can be dangerous.
- First, stay ahead of the crime. Keep a log of the activities of suspicious persons. Report this information to the police before something bad happens.
- If you're trailing a shoplifter, politely ask them: "Would you like to pay for your purchase now?" Keep the suspect in sight and notify store or mall security if you have it, or the police. Keep these phone numbers in a handy spot beside the cash register and train any new employees where to find them and on the correct procedures to follow.
- If you have other employees working in the store, tell them so that they can also act as witnesses.
- Be a good neighbour. If you suspect somebody is up to no good, share this information with neighbouring retailers. They may have encountered the same problem and will be able to help watch for danger.
- If a shoplifter threatens you, give them what they want. Don't try to take them down or talk them out of it. Make a detailed record of what occurred and share it with police.
Always consult with police if you feel your store or your employees are in danger. Remember: nobody is paid to get hurt.
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| Countering Return Fraud |
Compared to shoplifting, return fraud is difficult to catch because instead of physically taking merchandise from your store, the thief is returning it. To counter this, the Centre for Retailing Studies suggests retailers "focus on the customer's return patterns" as a way to pinpoint "the abusive customer." Here are some ideas:
- Require authentic receipts for every return.
- For credit card returns, check receipts to ensure the account numbers on the receipt match the numbers on the customer's credit card.
- Record every return and keep your eyes open for abusers.
- Limit returns authorization to a senior member of the store staff.
- Post your return and privacy policies in the store for all customers to see. You may want to consider small counter signs to avoid problems or misunderstandings.
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SECURING YOUR STORE
Behind the Cash
- Elevate your cash register to provide a better view of the store.
- Check under shopping carts for extra items.
- Arrange your store so the cash area has a view of as much of the store as possible.
On the Floor
- If possible, have at least one person on the floor helping customers and keeping an eye on shoppers.
- Post signs that make it clear you aggressively prosecute shoplifters
- Keep merchandise away from exits.
- Perform clerical and on-the-floor activities, such as garment folding, in vulnerable areas of the store.
- At the end of the day, walk through the store to make sure nobody is inside.
- Keep shelves organized and well-labelled so that it's easy to notice missing merchandise.
- Use durable plastic tags, multiple price tags, or printed tags that include the SKU (if you use them) to foil ticket switchers.
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