How to Identify Shoplifters
It affects all retailers, but you can try to prevent shoplifting
As most retailers are aware, shoplifting is the act of stealing merchandise without paying for it. According to the National Retail Federation, close to $17 billion is shoplifted from retailers annually, accounting for more shrinkage, or loss, than any other source.
All retailers, big and small, are affected by shoplifters, and it's a frustrating reality of doing business. Things like good store design and theft-prevention methods such as security cameras and alarms can help defray losses. But it's a good idea to train store personnel on how to spot shoplifting before or while it's happening.
Another method to prevent shoplifting is strong store management. Retailers should also use store layout and adequate inventory controls, as well as follow common security practices to combat shoplifting.
Shoplifters can be placed in one of two categories, professional and amateur. While both groups can be quite skilled at the art of thievery, professional shoplifters steal to make a living and may use force or intimidation. The nonprofessional shoplifter may be easier to spot.
Many of these thieves work in groups of two or more to distract the sales staff while they steal. Shoplifters learn to take advantage of busy stores during peak hours, or they may strike at times when employees are likely to be distracted, such as opening, closing, and during shift changes.
Hiding merchandise is the most common method of shoplifting. Items are concealed in the clothing of the shoplifter; in handbags, strollers, or umbrellas; or inside purchased merchandise. Bold shoplifters may grab an item and run out of the store. Other methods include price label switching and attempting to short-change the cashier. Some especially bold shoplifters might even try to return stolen merchandise to a store to try to get a bogus refund. Whatever their methods, it's difficult to determine who is or isn't likely to be a shoplifter.
Train Staff Carefully
The last thing a retail establishment wants is for a staff member to accuse a customer of shoplifting wrongly. Make sure anyone dealing with customers is properly trained.
Most of the time, a store employee approaching a would-be shoplifter and asking, "Can I help you?" is enough to deter a potential theft. But employees should be instructed to ask this question in a calm, polite manner. Any employee who is concerned about safety should seek a manager's assistance. Likewise, if an employee sees someone take something, it's time to get a manager involved. It's never wise for store personnel to try to chase someone out of a store suspected of theft. That's the time to bring in the police.
Spot the Shoplifter
Unfortunately, shoplifters have no typical profile. Thieves come in all ages and races and from various backgrounds. However, some signs should send up a red flag for retailers. While the following characteristics don't necessarily mean guilt, retailers should keep a close eye on shoppers who behave suspiciously.
First, if a customer is spending a lot of time entering and exiting a store without purchasing anything, and seems more interested in watching a cashier or a sales clerk, that's suspicious activity.
One particular area where a lot of shoplifting occurs is a store dressing room. It's really important to monitor how many items someone takes into a dressing room and how many they leave with. Groups of three or more people, especially juveniles, who enter a dressing room together might be worth watching more closely. The plan might call for one of the groups to distract the dressing room attendant while others walk off with stolen clothing or other items.
When—Not If—It Happens to You
Retailers are constantly struck by outside influences out of their control. Rising costs of living, less consumer spending, and increases in operating expenses erode profits. But what the retailer can control is its methods of loss prevention. Preventing shoplifting, stopping employee theft, and reducing shrinkage can help ensure the retail store is keeping the most revenue possible.
However you handle it, chances are your store will fall victim to a shoplifter at some point. But alert staff and security measures can help curb the problem.