Shoplifting is a reality and we all suffer for it. Businesses are affected by lower profits, which, in turn, affect the consumer through raised prices. The consequences are staggering. Businesses operating on lower margins are forced to sell up to $300.00 in merchandise just to recover the loss of a $3.00 item! Every business has to arm itself and its staff with preventive methods in order to compete and to help reduce shoplifting in their store.

    Get Comfortable with Reality. The most important element to be aware of is that anyone at any time can be stealing from you, regardless of gender, age, race or social status. The reasons a person shoplifts are as individual as they are. We have all heard stories of television and music stars being arrested - lack of money was not an issue in these cases. Note the lesson here: your ‘best’ customer is not always your friend.

    Understand Shoplifting Methods. Shoplifters, whether amateur or professional, tend to strike using common methods. The most common method used is to conceal the product. Depending on the size of the item, a product can be concealed (with or without the original packaging) in clothing, handbags, inside or between other products, even carried in the palm of the hand. Product can even leave stores blatantly exposed, such as sunglasses smartly displayed on the thief’s face, tags removed.

    A second common method is distraction. Often coming in pairs or groups, shoplifters stage a distraction that turns the attention of the unsuspecting employee(s) to another customer. Conceal-ment and brisk departure are two shared methods in this staging.

    The most disturbing method is the ‘grab and dash’ tactic. The shoplifter either performs this by aggressively grabbing the merchandise and running, or, for the more seasoned professional playing on the psychological downfalls of unsuspecting victims, walking into the store, picking up the merchandise and walking out. These professionals know that few are comfortable enough to react quickly to stop them.

    Refund fraud involves the ‘refunder’ taking product directly off your shelf to your refund desk. Refund theft commonly happens between affiliated stores as well. Price switching also falls into this category. Unfortunately, these variations of shoplifting are harder to detect, but strict store policies requiring proof of purchase can alleviate this.

    Shoplifters have a very distinctive body language. They will go from item to item, showing very little interest. Their pay more attention to other customers and the employees. Their destination is usually where they can gain the most privacy or where observation by staff is limited.

    Employee Prevention Techniques. The best defence you and your employees have against shoplifting is heightened customer service. Shoplifters avoid friendly, attentive salespeople. If you suspect a shoplifter, pay this individual a lot of attention. A customer will be flattered; a thief is likely to rush off.

        Make it standard practice to acknowledge every customer that enters the premises, even if you are busy with another customer. A simple, “Hello, I will be with you in a minute” can make a shoplifter think twice.

    Keep visual contact with all customers in the store. Verbally make them aware that you see them with helpful comments. If you suspect a customer but are busy helping another, politely interrupt the conversation and walk confidently up to the person under suspicion. “I can help you with that shortly,” will take them off guard.

    Prevention Through Store Layout. Having a clean, well-organized floor plan helps employees easily know the merchandise and its location. All aisles should be visible from the cash register, and cameras or monitors should be clearly in view. Mirrors are also an alternative for added visibility. Signage such as, “We value our customers, all shoplifters will be prosecuted!” strategically placed in low visibility areas can still have an impact.

    Higher valued items are best located near the register or locked in display cases. Keep fitting rooms locked and clear
of merchandise and hangers. If items come in pairs, only display one. Attention to detail sends a powerful message to offenders relying on disorganization as their cloak!

    Apprehending Procedures. Make personal arrests only if you feel that it is safe to do so. In most cases, it is. If you witness the theft, you are responsible for keeping a constant eye on the suspect before and after they are apprehended. This is to be sure the suspect does not discard the stolen merchandise. Ideally, you must make the apprehension. As the eyewitness, only you have the authority to make the arrest. Stay with the suspect until the police arrive.

    It is best to make an arrest the instant the suspect leaves the premises, however if you are certain that the suspect is concealing the product, the arrest can be made on the premises. In this case, the suspect may come up with a somewhat valid explanation. Even though you are certain they are lying, all you can do is follow them until they go to the cash register to pay.

    When making the arrest, identify yourself and verbally acknowledge that you are aware that they have stolen the particular item. Ask the suspect to return into the store with you. If the suspect hesitates or refuses, and you feel safe to do so, place your hand on the suspect’s arm and tell them that you are arresting them for shoplifting. Advise them of their rights to legal counsel. Section 494(2) of the Criminal Code of Canada gives employees the authority to arrest a shoplifter.

    Hold the suspect on the premises but do not attempt to search them. Only the police have that authority. Once the police arrive, make detailed notes of what you saw and what you did. Recall all statements made by you and the suspect. Keep these original notes for reference for when you appear in court. As well, try to retrieve all the items including any packaging that may have been discarded by the shoplifter during the act. All these elements are evidence. RWM

Create a Shoplifting Incident Report. Make a report even if the shoplifter managed to get away with their crime. Notify the police and give them a copy. Post a copy in your lunchroom so other employees can become familiar with the incident should the offender try to strike again. Include in the report:

- store name, address and phone number;
- date and time of the incident;
- employee’s name, address, phone number, date of birth;
- shoplifter's information (if retrieved at time of arrest, include name, address, phone number and date of birth, plus spouse, parent or guardian's name and their address and phone number)
- description of the shoplifter including approximate height, weight, eye and hair colour, gender, clothing and distinctive features;
- description of stolen merchandise and its value;
- a list of any other witnesses or staff that assisted you;
- a supplementary incident report with all other details that you feel is pertinent to the situation at hand;
- sign and date the document;
- have the document witnessed.

    References: www.police.barrie.on.ca   www.canada.justice.gc.ca
www.aroundthebay.ca/rcmp