Every business large and small has at one time or another been the victim of shoptheft or shoplifting. Most businesses only appreciate the extent of shoptheft at the end of the month, when the books are balanced or when an audit or a stock take is performed. The losses incurred by businesses are added to the price that the consumer pays for goods and you and I end up having to make good these losses.
Both customers and employees are guilty of shoptheft. When planning or initiating security measures against shoptheft it is important to institute preventative measures against both the aforementioned groups.
THE PREVENTION OF SHOPTHEFT BY CUSTOMERS
An alert and observant shop assistant or security guard can trap a shopthief if they know what to look for. A first-rate shop assistant should be continuously on the lookout for potential shoplifters. They should try to establish a pattern in customer behaviour. Normally a customer will enter a shop, look around at the goods on offer and then may approach a shop assistant for help, perhaps ask questions about the product and then make a decision about purchasing the merchandise. Any behaviour that deviates from this pattern should be regarded with suspicion.
An offender, who is not a professional shopthief will display many signs of nervousness. They are often prone to excessive sweating, are often hyper-vigilant and may breathe heavily or even shake. They will probably look around a great deal, pick up and handle the goods excessively, often without really looking at them before replacing them on the shelf. Once they have stolen the item they usually leave the shop quickly without looking around, specifically avoiding eye contact with the shop assistant.
Be on the lookout for people who drift about carrying large bags or wearing large coats and often oversized clothes. These oversized clothes make it easy to hide small items in their pockets. People who profess to be waiting for others buying goods, should be observed and can constitute a threat. Be on the lookout for customers who make a fuss about trivial things. This is often aimed at drawing the attention of staff and security to them, allowing their partner in crime to escape after stealing in a different area of the shop floor. It is essential that in store personnel receive training in connection with the identification, apprehension and treatment of shopthieves.
In a recent study, shoplifters confirmed that attentive sales staff and sales management were the principal deterrent to them shoplifting at a specific location. Employees, who approach them, wanting to assist and who monitor them throughout their visit to the store, make it significantly difficult for them to have that personal time needed to steal.
Store and counter layout, allowing for a minimum of closely supervised entrances and exits is a necessity. Ideally the cash register should be situated in such a way that once a person has paid for their goods, they cannot easily re-enter the store and put a few extra articles into his parcel. Good lighting is important and can reduce the incidence of shoplifting. It is also advisable to have the minimum number of aisles and high shelves which provide good cover for shopthieves. Locking up small items of value and a well planned layout can minimise shoplifiting.
The presence of security guards and store detectives has a certain deterrent value in its self. Well trained personnel connected with the store itself or provided by private security organisations can play a valuable role in the reduction of shoptheft. However, on the flip side, a large number of security guards and organisations today are endemically corrupt and in the employ of crime syndicates. They may in themselves pose a major threat to your business if not properly screened.
Physical security is important to any retail establishment. Electronic surveillance is expensive but the installation of closed circuit television, which is recorded or monitored on or off site may be less effective than we think. Interestingly a panel shoplifters participating in a study indicated the majority were not terribly bothered about the cameras themselves. They pointed out that one of the first things they did was scope out a shop to see if and where any cameras exist. If cameras were installed and they wanted the item, they would simply take the item, walk away and steal it somewhere else in the store. Several offenders were more concerned about being video recorded and identified rather than just the existence of any cameras.
Their major concern was having their picture shown in the newspapers or television and being labeled as a shoplifter. Electronic labels or EAS tags, which trigger an alarm and are removable only by the shop assistant, have become the norm in high end clothing stores in particular. What emerged from the research mentioned above was that the placement of these tags may be more of a deterrent that the actual tag as many young shoplifters admitted to carrying pocket knives for their removal. With reference to apparel or soft goods, benefit-denial tags, for instance ink tags, were those that would most deter them from stealing an item. Hard plastic security packaging often used with video games, DVD, music CD’s or other electronic devices appeared to provide enough protection to prevent shoplifters in this group from stealing them.
Where funds are an issue the installation of strategically placed mirrors and a good old fashioned chain can still act as a deterrent to potential shopthieves.
Importantly, educational campaigns serve as psychological deterrents because they make the shopthief uneasy and undermine his security. Posters in stores warning customers against shoptheft, advertising brochures, radio and television talks and advertisements as well as school programmes can be used to inform people and to warn them about the seriousness of shoptheft. Another useful tool is the internet where one can name and shame offenders. Publishing the image of offender’s, making them recognisable to other vendors and the community in general may prove to be an effective deterrent. Publicise stories of successful apprehension and prosecution of offenders, heightening the focus on the consequences of stealing.
PREVENTION OF SHOPTHEFT BY EMPLOYEES
Theft by employees is often a greater problem than theft by consumers. Various investigations have revealed that over 50% of employees of retail establishments have admitted to having stolen from their employer at one point or another. Most of the articles stolen by employees were those that could be used at home for instance foodstuffs, deodorant, soap, shampoo, painkillers and bandages. I remember being involved in an investigation at a major retailer a few years ago where an employee had stuffed an entire chicken into her vagina and walked out of the store. She had managed to do this for a period exceeding two weeks before security finally tracked her into an alleyway where she was caught birthing her bounty. Just one example of the rather amusing and often extraordinary lengths employees will go to, to steal.
A number of employees will use their staff discount to buy articles for friends and family. The estimated loss incurred by retailers in the USA, through employee theft was seven times greater than through ordinary shoplifting by customers.
Most thefts by employees are committed merely because the opportunity presents itself. By eliminating or reducing these opportunities, employee theft can be contained. To this end strict audit controls with spot checks of goods on the shelves need to be implemented. There should be strict security controls in place for all staff leaving the building. In a retail environment it is important that no employee be allowed to sell anything to himself and that employee purchases are carefully monitored. Upgrading locks, employing sufficient supervisors and parking control can also be useful preventative measures.
One of the most frequent causes of employee theft is grievance against the employer. It is important to create an environment for employees where they have job satisfaction and with it a loyalty to their employer. One of the conditions that ensure job satisfaction is a fair wage or salary. When an employee feels he is underpaid he may try to supplement his salary by taking goods from the company.
Additionally, it is important as an employer, to always be fair to employees. People employed on the same level should be awarded the same privileges for instance, medical aid or the use of a company vehicle. Similarly, disciplinary measures should be applied to all employees equally. Supervisors should have knowledge and insight into the problems experienced by staff and should take care to investigate and deal with the complaints of staff members, through an acceptable grievance procedure. These way good relationships are built with employees making them feel valued and earning their loyalty in return.
By making every employee responsible for all goods and materials in the store or the department in which he works, the theft of small, unimportant articles such as pens, paper, and pencils as well as expensive equipment can be confined to a minimum. Large expensive articles are usually smuggled out as broken, or alternatively written off after the necessary documents have been drafted or fraudulently altered. Thereafter goods are usually sold. The pawn shop industry is a large contributor to theft nationwide, making it easy to offload stolen goods.
A single mistake in the appointment of a person who proves to be dishonest can cost a business thousands of pulas in both lost and stolen articles. In order to negate this problem, proper in-depth profiling of prospective employees is vital, especially if they are employed in senior positions. Screening would usually include a background investigation, psychometric testing, risk assessment screening and even a polygraph or lie detector test.
As security evolves so does the methodology of offenders who are at times ingenious at coming up with new ways to steal. It is important to be vigilant and observant with reference to everyone entering your premises, both employees and customers. Stay abreast of new trends and security products and find what works best for you. Most importantly, even though it may seem petty, a zero tolerance policy to theft works best. It is important to prosecute all offences be they minor or not. By rooting out the idea that, some theft is ok, especially theft of small, inexpensive items, you will heighten awareness that no theft is ok and all offenders will suffer the consequences of prosecution if apprehended for shoptheft.
Criminologists, due to their extensive knowledge of the causes, explanation and prevention of crime, have an imperative role to play in the control of crime in the commercial environment. To this end Attorney Tshepiso Lediretse and I have established a consulting firm – Expert Profiling contactable on Tel: 390 9957 email – [email protected] or [email protected] or on Twitter @LauriePieters which is ideally placed to assist.
