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Preventing Retail Crime
Be on the safe side in your shop |
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Written by Michelle Brisebois
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You can protect your shop and your employees from retail crime by preparing and training on a regular basis.
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The flower shop is a retail environment that is susceptible to crime, just like any other business. For many florists, there are just one or two staff members working at any given time, and one of those employees could be tucked away in the back design room or making a delivery, leaving the other to cover the retail floor on his or her own. There is also added risk associated with major holidays such as Valentine’s Day and Mother’s Day, when there’s lots of cash coming in and potential thieves know it might be worthwhile to hit the store. These types of conditions can make a florist the perfect target for retail crime, whether it be petty shoplifting or a frightnening hold-up. The good news is that you can take precautions in your shop to prevent something like this from happening.
According to a 2007 survey conducted by PricewaterhouseCoopers for the Retail Council of Canada, 62 per cent of retail financial losses are most likely to come from theft by customers. The U.S. National Association for Shoplifting Prevention states that one in 11 people is a shoplifter, and chronic shoplifters steal on average 1.6 times per week. Although you can’t immediately spot who will swipe something from your shelves, there are tactics designed to discourage shoplifting such as greeting people as they enter the store to show that you’re aware of them. Since most shoplifters are alone when they steal (77.5 per cent, according to the U.S. Loss Prevention Research Council) ask lone shoppers if they need help. Keep the store clean and well lit. Move around the store periodically. Support your team to trust their instincts when it comes to confronting a potential shoplifter. Train them to politely ask if the person they suspect of shoplifting has something they forgot to pay for. If they feel threatened about confronting a shoplifter, reinforce that their safety is worth more than the item in question and encourage them to document a description of the suspected thief to pass on to management or the police. A security camera may be the best way to pinpoint thieves and protect staff.
Although shoplifters may be more of a threat to your bottom line than to your employees, what about those with more violent intentions? Are there any protective measures that will tip the scales in favour of the good guys?
Unfortunately, retail employees are some of the most vulnerable to workplace violence. The B.C. Crime Prevention Association surveyed 1,200 retail employees in the province and reports that 21 per cent of retail employees have been subjected to violence or “aggressive acts” related to work. Looking at the period from 2000 to 2004, acts of violence or force in the B.C. retail industry were the eighth most common type of claim linked to work-related injury in terms of claim costs paid. A strong workplace safety program doesn’t need to involve expensive equipment or consultants – it’s often a case of doing the small things well, with these minute changes adding up to a robust defensive positioning.
Teach your staff to keep the back doors secure and never ask an employee to exit alone at night to empty the trash. If possible, don’t leave staff alone late at night and make a point of having them check in at a specific time. Consider installing silent panic alarms, surveillance cameras, and time-lock safes for cash. Know and use proper cash management policies by avoiding making deposits alone or at night. Provide your team with training to learn how to handle and diffuse angry customers. Use the buddy system: have neighbouring businesses keep an eye out for anything amiss in your store and return the favour. Place the cash and wrap towards the front of the store near a window where it’s visible if a robbery should occur. Place a growth chart strategically by the door so the height of persons of concern can be easily gauged upon entry or exit. Such details could be very important when it’s time to provide descriptions to police. Ensure that violence prevention is a natural part of your daily procedures: check lighting, locks and security cameras, to help ensure they are working well.
It’s also important that you keep a minimal amount of cash in the register – less than $100 would be a place to start. Employees should not carry large deposits unless it is absolutely unavoidable, and if they do, you should ensure that they take different routes each time and switch up the time of deposit to remain unpredictable to thieves. Develop emergency procedures for employees to use in case of a robbery or security breach. These systems should incorporate a communication plan that includes easy access to phones and emergency telephone numbers. For staff making deliveries, make sure they have a cellphone and a whistle, and that they don’t enter a house beyond the door alone.
Diligent record-keeping is an important part of a good health and safety program so have a small book handy for staff to document any incidents. They’ll need to include the date, time and nature of the encounter as well as a description of the offender. Even if the interaction didn’t result in a violent threat, the exchange should be documented if it was unsettling or confrontational.
By facing the possibility that workplace violence may occur, you are, ironically, automatically decreasing your odds of being victimized. Like a wild animal, the human predator wants easy prey. Any signal of strength, whether overt or implied, is often sufficient to cause him or her to abandon the predatory process and look for a more “co-operative” victim. Remember: you’re the merchandising expert. You know how to make your store an easy shop. Now make it a difficult “steal.”
For more tips on retail workplace safety log onto: http://www.worksafebc.com/publications/health_and_safety/by_topic/assets/pdf/preventing_violence.pdf
Here are
some more statistics on retail crime and prevention from the Retail Council of
Canada’s 2007 survey, Canadian Retail Security Survey.
When
it comes to prevention measures, 48 per cent of retailers surveyed use
greeters, 24 per cent use shop-theft deterrence signage and 19 per cent use a
business watch/community watch program.
In
order to manage the cash on hand in a business, 76 per cent of retailers use
safes, 67 per cent use an armoured car deposit or pickup and 52 per cent employ
drop safes.
Eighty-one per cent of of respondents say they conduct security
audits every six months or less. This includes reviewing the security
procedures of the store, going over any potential security issues and making
sure all security equipment is working properly.
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