Brian Ramsey, MBA& Ricardo La Borde, CPP
Annually, billions of dollars are lost worldwide to shoplifting with an estimated loss to retailers on average of 1.7 per cent of their annual sales. Shoplifting affects every type of business that has goods on display. This article presents key tips and reminders to maintain the edge on potential shoplifters. It focuses on understanding the methods used by shoplifters as part of a retail business owner's loss prevention strategy against shoplifting.
Who shoplifts
Shoplifters appear in any possible form, age, sex or size. In this article, we use four types of shoplifters: professional, amateur, drug users and thrill seekers. Statistics show that the amateur is the largest group.
Amateurs come from every economic group and education level. Their thefts are generally impulsive, although a significant number find economic or more often emotional satisfaction in their action. As the frequency of theft by a particular individual increases, they become virtually indistinguishable from the professionals. The rest of the amateurs have no particular pattern of theft and may only steal once or, at most a handful of times.
Professional shoplifters can wreak havoc on retailers worldwide. Their methods are well-planned and practical. Most times, they work in groups or with a partner. One author described it as, "The professional approaches shoplifting just as a dancer studies dance or a ballplayer plays ball." They appear to be ordinary shoppers in every way; after all, fitting into their environment plays a critical role in their success. The clever ones actually purchase items from the retailer they target.
Detecting the shoplifter
Professional shoplifters will not be deterred by normal means. They would not be discouraged by measures that would deter the great bulk of amateurs from stealing. In today's world, you need a combination of effective electronic surveillance equipment and well-trained security personnel or store detectives to have the best chance at apprehending them. Other than being familiar with the routine and operations of your outlet, the floor staff, store managers and surveillance team must make it their business to understand and learn the different patterns that shoppers use, for instance:
�2 A secretary on lunch hour, or any other person who shops to kill time
�2 The energetic early morning customer with a specific mission in mind
�2 The after work rush hour
�2 Understanding the difference in the pace of customers in the 10 am crowd from that of the 4.30 pm crowd
�2 Shoppers who are in a hurry to get home.
Once we become familiar with these patterns, then we must learn how to spot a potential shoplifter. As some of us may be aware, shoplifting is conducted in every imaginable way. Robert J Fisher once wrote that "the ingenuity of the shoplifter is legendary." Although the great majority of thefts are simple and direct, involving nothing more sophisticated than putting the stolen items into a handbag or a pocket, we must be cognizant that there are certain methods that are beyond the simple taking of merchandise if we are to be successful in protecting our commodities.
Some shoplifting methods are:
1. Using large baggy clothes like bloomers or pantyhose that can be fitted like shopping bags
2. Slitting pockets in coats or jackets, or hiding merchandise inside a jacket or upper sleeve
3. Wearing stolen clothes under the thief's own clothing
4. Hiding items in purses or umbrellas
5. Placing small items in the palm of the hand
6. Using shopping bags and the store's own bags
7. Hiding items within other packaged items, eg, placing jewelry into soap, toothpaste or cotton boxes.
8. Wearing the item in plain view and walking out with large items
9. Snatch and run – Grabbing items placed close to the door and running out of the store
10. Cages – these are specially designed to be worn by women to make them appear pregnant
11. Hiding items in books, newspapers and magazines
12 A technique usually used by females where an item is held in place by the thighs under a skirt or dress
13. Using baby prams or strollers to hide the items in
14. Using a baggy jacket to hide items under
It is also beneficial to know the physical actions and reactions that shoplifters make, as they can help a storeowner identify potential shoplifters and focus their attention on these people while they are in the store.
�2 Makes excessive eye and head movements; constantly looking around or "scoping out" the premises for alarms, cameras and employees
�2 Refuses to look you directly in the eye
�2 Quickly refuses assistance when offered
�2 Seems to be avoiding salespeople
�2 Do not appear to have a deliberate purpose to purchase items
�2 Picks up and puts down a variety of articles
�2 Places bags on the floor while looking at stock. Items can be easily dropped into a bag before the business owner/employee has a chance to notice
�2 Not handling or looking at merchandise they pick up. They may be attempting to steal and conceal it quickly
�2 Take identical pieces of clothing into a fitting room
�2 "Sampling" merchandise that may not fit their character
�2 Walks with short steps to conceal merchandise between their knees
�2 Walks behind a desk, into a stockroom or anywhere else they shouldn't be
�2 Loiters in an area that would not normally be of interest to them; for instance, a man in a women's department.
�2 Leaves an area hastily
�2 Remains in the store for lengthy periods of time
�2 Frequently returns to a particular spot within the store
�2 Kneels to look at merchandise
Prevention actions
There are also actions that store personnel should take that help reduce shoplifting losses. These include:
�2 Acknowledge all customers
�2 Always face customers, especially when using the telephone
�2 Keep customers in view at all times
�2 Focus on people who fit the shoplifter typology
�2 Watch out for customers who do not appear to have a deliberate purpose to purchase items
�2 Watch out for diversions
�2 Pay attention to unsupervised children, especially during school hours
�2 Watch out for overcrowding around the cash register area, particularly by school children
�2 Use common sense, be vigilant and watchful
�2 Watch merchandise near the edges of tables or counters
In addition to physical actions, there are several anti-shoplifting tools available to retailers, which include closed circuit television, uniformed guards, electronic article surveillance, close customer service, exit inspections, no package inside policy and in swinging doors. When these anti-shoplifting options are combined with knowledge of shoplifting methods, the deterring and apprehending of shoplifters are increased.
Contact the Caribbean Institute for Security and Public Safety for training programmes to prevent shoplifting, robbery, theft, violence as well as risk assessment, first aid, cctv, etc in your workplace from the almost 100 training programmes available.
Tel: 223-6999, info@caribbeansecurityinstitute.com or www.caribbeansecurityinstitute.com