Preventing Shoplifting

Good customer service is paramount to prevent shoplifting. By knowing where your customers are, offering your assistance, and anticipating their needs, you can drastically reduce shoplifting. An alert employee is your most effective weapon against thieves who thrive on anonymity.

Train all employees on company policies and procedures regarding shoplifting, as well as ways to detect shoplifters. Make them aware of their responsibilities regarding apprehending (if applicable) and identifying shoplifters. Make employees aware of the laws in Maine regarding shoplifting.

If possible, ask customers to check their large bags, including book bags or merchandise bags from other stores, as they enter the store. Make sure that a store employee is able to watch checked packages at all times. Make it a policy to ask everyone to check their bags, no matter whether they are old or young, male or female, etc.

Keep store fixtures as low in height as possible so employees can see as much of the store as possible. Use wall mirrors or convex mirrors to make hidden areas visible. If possible, elevate the checkout area so employees have a better view of the entire store. Shoplifters will use areas that are hidden from view to conceal merchandise, tear off security tags and change packaging or price tags.

Fitting rooms should be locked or closely watched by an employee. Employees should physically handle and count the items that are entering the fitting room. Shoplifters will hide small items in between articles of clothing or place more than one item on a hanger. Fitting rooms should be checked frequently for items left behind, empty hangers, and tags that have been torn off merchandise.

Restrooms should also be locked or near areas where employees congregate and merchandise should not be allowed inside unless it has been paid for. A limited number of keys should be made, and should always be controlled by an employee, never just given to a customer.

Small or frequently shoplifted items should be kept in locked cabinets or cases or behind the counter. If a display case is located away from the checkout, have an employee bring the requested item to the checkout while the customer continues to shop.

Merchandise areas should be kept “faced and fronted.” Regularly checking to make sure merchandise is arranged neatly and shelves are full deters shoplifters and makes it more obvious when product is missing. Merchandise that is out-of-place should be returned to its proper display place as soon as possible.

Merchandise displayed near entrances and exits should be carefully secured. It is especially vulnerable to shelf sweeps or grab-and-run shoplifters.

Tags that destroy or prevent the use of merchandise if not removed properly are available. Ink tags are often used on garments and clamps are used for jewelry, watches and belts. This makes the merchandise undesirable to shoplifters.

EAS, or electronic article surveillance systems, are a more expensive, but effective tool for deterring shoplifters. These sound an alarm after an item that is “tagged” passes through the gates without being removed or deactivated.

Even if you don’t have an EAS system, consider buying some tags anyway. There are suppliers who sell recycled tags inexpensively. Shoplifters will recognize the tags, but even if they don’t see any sensor gates at the exit, they may think you have a new system that they are not’t aware of yet. It may be enough to deter the theft.

Post signs that state that surveillance cameras are in use, even if they are not. Many experienced shoplifters may see beyond the bluff, but inexperienced shoplifters will be deterred. Also, signs stating, “We prosecute shoplifters,” or a sign with removable numbers that says “XX shoplifters prosecuted. Are you next?” may deter shoplifters.

Call the Police for ALL shoplifters, and prosecute ALL shoplifters when possible, including juveniles. Not following through with prosecution may tell the suspect that there is no consequence for their actions, and that there is no reason to change their behavior.

Consider creating a phone tree with other branches of your store, if applicable, as well as with other local businesses. If a shoplifting technique works in your store, a shoplifter may try it again in another store. Sharing suspect descriptions, incident details and other identifying characteristics will accomplish a number of goals. It may allow a neighboring business to avoid being victimized, it will increase the number of people looking for a suspect if they have not yet been apprehended, and if an incident occurs at a neighboring store and they notify you, you can be on the look out.