Traditional Loss arresting is not working. If it was working, the retail world would not still be suffering million or more a day in losses. If it was working, retail owners and store directors would not be going through security and loss arresting officers or the security fellowships they recount like the free samples they often hand out to customers. security experts and loss arresting fellowships would not be permanently scrambling for new accounts, or be in conflict with the accounts they service.
Shoplifting is one of the least detected and most unreported crimes. Stock operate in many shop is so deficient that few retailers know how many goods they are losing to shoplifters or their own staff. Statistically, so long as shrinkage does not exceed 2-3% of goods sold, retailers pay dinky attentiveness to shoplifting. There are also financial incentives for managers to growth the lowest line profits. The bonuses they receive are often based on profit margins, and paying for security services can be a drag on profits. Managers are under constant pressure to account for expenses in a corporate world driven by profit.
Marshalls Home Goods Store Hours
Retailers have spent millions trying to address the question of shoplifting. They invest in cameras and recording tool and hire plainclothes officers or uniformed officers in an effort to catch the shoplifter. Our personal contact has taught us that many retailers' perception is that if shoplifters are not being caught and arrested; the security enterprise is not doing its job. Arrests are a tangible corollary in the eyes of many retail managers and administrators. It is justifiable proof that the money they are spending on loss arresting is positively paying off and as a corollary there is a stink in the air. There is often an unspoken anticipation directed toward the loss prevention/security officer, which goes something like this: "If you are not making arrests, you must not be doing your job. If you are not doing your job, why are we paying you?"
Let's think covering the box for a moment. If there was a method of effectively deterring shoplifters, and officers were prosperous at it, would retail managers and administrators identify it? After all, there will be very few arrests if the "prevention" part of loss arresting is successful. In fact, if the officer is doing the job well they will be making fewer arrests and having fewer confrontations; not more. We encourage retail managers and administrators to take the time to fully understand the question of shoplifting, along with the legal and security challenges the security officer faces in every interaction they have with a customer or inherent shoplifter.
Good security fellowships are hard to find, but those who excel understand their business. They hire good officers, use sound techniques, train their officers well and carry on personnel to the best of their ability. Unfortunately the "way we have all the time done business" holds many of their abilities captive. Rather than becoming a partner in deterring theft, the loss arresting officer becomes a vital evil. The officer is often disdained by the retailers that hired them, yet is required in order to sell out liability and curtail theft.
Defining the Main Issues
• The largest question in the area of retail loss is the inability of Loss arresting Specialists to convince and persuade store owners and managers to heighten their security based on solid research.
• Retailers install state of the art camera systems, and then fail to train officers how to use them effectively. Sometimes retailers do not avow their camera systems. Or perhaps the cameras are not settled in vital locations. Some secret cameras should positively be exposed.
• Many retailers and some security fellowships use emotion rather than research to guide vital decisions regarding officer work hours and loss arresting methods.
• Retailers under-staff shifts which results in officers not being effective. Dream one checkout clerk to 100 customers. Yet, there exists an anticipation that one officer on duty will be able to effectively monitor cameras, patrol the property, make regular rounds and address any security issue that spontaneously arises in addition to catching all shoplifters. The statistics tell us that 1 in 11 citizen shoplift. How does one officer effectively achieve all this?
• Retailers put an great estimate of pressure on officers to yield results. This landed one retailer in the middle of a lawsuit as officers went beyond the legal limits to yield results. It cost the retailer over ,000 in the resulting lawsuit. 50K goes a long way. Depending on how you work the numbers, this estimate is equal to the estimate it would have cost to employ one loss arresting officer for over 3,000 hours. The boss responsible for the debacle wanted results. He was heard to say to his officers; "Go stir something up. Let's get something going." He received costly results.
• The retail business doesn't listen. I recently provided consultation to a retailer where one of the managers insisted plainclothes officers confront customers parking in "no parking" zones; despite the fact the retailer had sworn uniform police officers patrolling the parking lot whenever the store was open. Tasteless sense would dictate the police officer would be the logical one to speak to customers about parking violations; not the loss arresting officer.
• Retailers and Loss arresting Specialists have dinky respect for each other. Time and time again retail managers have expressed their disappointment with the officer who is assigned to their store but shows up late, in a dirty uniform and is more interested in fraternizing with employees rather than catching shoplifters. This is a legitimate complaint and the burden rests squarely on the hiring procedures and training requirements of the Loss Prevention/Security Company.
In summary, there are many retailers and loss arresting personnel who just don't get it. Neither one wants to spend money to facilitate sound loss arresting law in the spirit of excellence. The retailer wants to dictate the mission of loss arresting without seeing at the available research. Retailers are good at what they do; selling things. They are not security and loss arresting experts. Yet, they question results.
Can you Dream the response to the loss arresting officer who walks into the retail manager's office and suggests how they might good price some of their items? Conversely, loss arresting fellowships complain about the way they are treated by retailers while providing them officers that are indifferent and unprofessional. There needs to be some open dialogue about these issues.
To wage a war one first must understand the enemy. To find any solution it is desirable to understand the question first. Let's take a look at who the shoplifter is.
Shoplifting Facts
Information and statistics provided by the National association for Shoplifting Prevention, a non-profit organization.
• More than billion worth of goods are stolen from retailers each year. That's more than million per day.
• There are practically 27 million or 1 in 11 people, who shoplift in our nation today. More than 10 million citizen have been caught shoplifting in the last five years.
• Shoplifting affects more than the offender. It overburdens the police and the courts, adds to a store's security expenses, costs consumers more for goods, costs communities lost dollars in sales taxes and hurts children and families.
• Shoplifters steal from all types of shop including agency stores, specialty shops, supermarkets, drug stores, discounters, music stores, convenience shop and thrift shops.
• There is no profile of a typical shoplifter. Men and women shoplift about equally as often.
• practically 25 percent of shoplifters are kids, 75 percent are adults. 55 percent of adult shoplifters say they started shoplifting in their teens.
• Many shoplifters buy and steal merchandise in the same visit. Shoplifters ordinarily steal from to 0 per incident depending upon the type of store and items chosen.
• Shoplifting is often not a premeditated crime. 73 percent of adult and 72 percent of juvenile shoplifters don't plan to steal in advance.
• 89 percent of kids say they know other kids who shoplift. 66 percent say they hang out with those kids.
• Shoplifters say they are caught an average of only once in every 48 times they steal. They are turned over to the police 50 percent of the time.
• practically 3 percent of shoplifters are "professionals" who steal solely for resale or profit as a business. These comprise drug addicts who steal to feed their habit, hardened professionals who steal as a life-style and international shoplifting gangs who steal for profit as a business. "Professional" shoplifters are responsible for 10 percent of the total dollar losses.
• The vast majority of shoplifters are "non-professionals" who steal, not out of criminal intent, financial need or greed but as a response to communal and personal pressures in their life.
• The excitement generated from "getting away with it" produces a chemical reaction resulting in what shoplifters enumerate as an expected "rush" or "high" feeling. Many shoplifters will tell you that this high is their "true reward," rather than the merchandise itself.
• Drug addicts, who have become addicted to shoplifting, enumerate shoplifting as equally addicting as drugs.
• 57 percent of adults and 33 percent of juveniles say it is hard for them to stop shoplifting even after getting caught.
• Most non-professional shoplifters don't commit other types of crimes. They'll never steal an ashtray from your house and will return to you a bill you may have dropped. Their criminal performance is restricted to shoplifting and therefore, any recovery schedule should be "offense-specific" for this crime.
• Habitual shoplifters steal an average of 1.6 times per week.
• Statistically, the majority of shoplifting incidents occur late in the week, in the middle of Wednesday and Saturday. Other high-risk times comprise non-school days, late mornings and late afternoons into the evening.
Employee fraud aside, we believe the most prominent statistic is: The vast majority of shoplifters are "non-professionals" who steal, not out of criminal intent, financial need or greed but as a response to communal and personal pressures in their life, and shoplifting is addicting.
Differentiating Types of Shoplifters
Author Terry Shulman (Jd, Msw, Csw, Acsw, Cac-I) divides shoplifters into six determined groups, each with determined identifiable characteristics and expected responses if they are caught. The percentage that follows is Shulman's assessment as to the percentage of the total shoplifting citizen that the single group comprises. Note: These percentages will turn to some degree depending on the demographics of the area.
• The Addictive-Compulsive Shoplifter represents 85% of the shoplifter population. This group emotionally has a lot of repressed anger and often exhibits signs of other compulsive addictions, such as overeating, shopping, drug use, or gambling. These citizen often give to others and don't take care of themselves. Typically, they will steal items that are often inexpensive, and then give them to others as gifts. If caught, they will show guilt, shame, or remorse. Often, they will breakdown and cry when caught and confronted.
• The Professionals are those who steal for profit or lifestyle and they recount 2% of the shoplifter population. Professionals will try to steal high-end, expensive items, often stealing complicated items at one time. Many carry tools and utensils on them to assist with the theft. Most likely, this group will resist arrest if confronted and will effort to flee the store. If caught and detained, they will remain cool and calm, showing no remorse or emotion.
• The Impoverished are those who steal out of economic need and they recount about 5% of the shoplifter population. Typically, they will steal necessities, like food, diapers, toiletries, or children's clothing. Often, their manner of dress and hygiene may be poor. If caught, they will normally show remorse, but state their disappointment with their lack of money, and may voice hostility against a "System" that keeps them impoverished.
• The Thrill Seeker steals on a dare or for the excitement. They recount 5% of the shoplifter population. These shoplifters will often steal in groups. Many teenagers fall into this category.
• Drug Addicts steal to pay for their drug habit and they recount 2% of the shoplifting population. Like Professionals, they prefer stealing expensive, high-end items, normally complicated items at a time. Their appearance often shows signs of substance abuse. They often carry drugs or drug paraphernalia on themselves. They are normally less just than the Professional, but will likely flee the store if confronted.
• Kleptomaniacs are citizen who steal for no apparent calculate and they recount 1% of the shoplifter population. Kleptomaniacs are impulsive and often careless. They will often take items they don't need and can't use, like stealing shoes that don't fit. If caught, many will admit they are kleptomaniacs and do not feel much remorse or shame. They will often use Tasteless excuses, like "I don't remember taking it", or "I don't know why I took it because I don't even need it".
Narrowing the Focus
The focus of loss arresting should be prevention. arresting policies and techniques should be aimed at the citizen responsible for 85% of losses; the Addictive-Compulsive Thief.
The behavioral characteristics that should be carefully when seeing toward techniques that are efficient with this group are:
• There is a recurrent failure to resist obsessive, addictive, or compulsive thoughts and urges to steal objects.
• There is already an ever-present tension in their lives well before commission of the theft.
• The act of shoplifting brings delight and relief at the time of, or just after committing theft.
• They normally feel guilt or shame afterwards.
• The stealing is very often acting-out behavior based in anger, or a way of trying to "make life right."
• The stealing is not due to conduct Disorder or Antisocial Personality Disorder. Most citizen who steal are good, caring, law-abiding people.
• This group of citizen is at risk of cross-addiction.
You now have a behavioral snapshot of the science of mind behind the citizen primarily responsible for most of the shoplifting in the United States. The customer causing most of the loss in retail is doing so compulsively, successfully, often, spontaneously and is undeterred when caught. This person is perhaps as addicted to shoplifting as is the drug addict to the drug.
Fear of consequences does not deter this type of shoplifter. Prosecuting shoplifters does not deter future shoplifting. Many have been arrested before and already know the inherent of jail is there, but they are too smart to get caught.
We identify there are store managers who, regardless of research, cling to "old-school" techniques including catching as many shoplifters as possible, believing word will spread colse to the society that their store is one the shoplifter should avoid because of aggressive enforcement. The key here may not be in sending everyone to jail, but in raising the perception the shoplifter will get caught. If you choose this route, it is best fulfilled, by catching as many shoplifters as inherent and processing them quickly. It may be well worth inspecting just trespassing the offender, by-passing the arrest reports and waiting for the police to arrive. If the merchandise is recovered and the shoplifter can be fast processed this way, word will spread. By doing so a store can create an illusion they are catching everyone. However, this strategy does not address the core problem.
Framing the Solution
I have had vital expert contact with citizen who are struggling with addiction. Additionally, I have had contact with a large estimate of recovery and rescue programs. There is one principle in addiction you can practically all the time count on. Until the addict reaches their own personal bottom, covering intervention has dinky impact, as evidenced by the large majority of shoplifters who have been caught but continue to shoplift. Additionally, addicts are experts at manipulation and deceit. They know how to reach their goal.
Most addicts in rescue have their own story to tell; how they hit bottom. It is unlikely that the retail and Loss arresting business is going to facilitate the rescue of the shoplifting addict as this is not part of their mission. However, they can put some straightforward things in place to get the addict to think about their behavior. One of the soundest techniques with compulsive and impulsive citizen is to get them to slow down; to think through their actions and the inherent consequences. Retailers can do this.
Impulsive citizen tend to originate psychiatric problems, be substance abusers and are characteristic of anti-social personality disorder. General inhibitions, which most of us possess, get no time to rise in these people. If the impulsive person's internal inhibition had a voice, it would be saying; "I am not responsible for my life." If the impulsive person's external inhibition had a voice, it would be saying; "I have no control; my life is ruled by external events." The need to satisfy immediate needs is all they focus on. This impulsivity is most effectively diffused by keeping them in the "here and now", not yesterday or tomorrow.
The technique of getting them to slow down and think about what they are about to do is central to many cognitive-behavioral interventions for the addict. It teaches them how to stop before acting impulsively and think about the cause and corollary relationships of their intended behavior. Beyond that, it encourages them to avow to themselves or others what they will do, and then do the chosen behavior. Again, the purpose of the technique is to slow down the impulsive mental long adequate to get them into the "here and now".
Before we apply this principle to loss prevention, let's take a look at some loss arresting research. Then, we will consider some straightforward techniques with the original focus and goal being to pull the impulsive shoplifting addict into the here and now.
Loss arresting Research
Loss arresting is not complicated. Once the asset or merchandise to be protected is determined, figure out what losses you are willing to accept. Then, based on finances, begin to put barriers in place in the middle of that merchandise and the person intent on stealing it. You implement these barriers in concentric circles, starting from the covering perimeter working in towards the identified merchandise.
1. One familiar study showed that when definite merchandise was prominently marked with large red stars as being often taken by shoplifters, shoplifting was virtually eliminated. Researchers explained that publicly identifying definite items made the threat of detection and apprehension tangible.
2. research suggests that plainclothes store detectives have only a dinky impact on shoplifting. A study in a large London music store showed the store would need to hire 17 times more than the 4 store detectives they had on duty to catch all the shoplifters likely to enter the store. Advertising an officer's presence (uniformed officer) has a greater inhibitive corollary than a plainclothes officer, but it may also mean that shoplifters practice greater caution. dinky is known from research about the effectiveness of the uniformed security guard. In general, guards who continually move around, creating an active, descriptive presence, are likely to be more effective.
3. There is dinky evidence that prosecuting ordinary shoplifters is an efficient inhibitive measure. Consequently, there is vital value in making the arrest procedure more efficient.
4. Civil Recovery: In nearly ½ of these cases, the sums are paid. Civil rescue is not meant to be a substitute for criminal proceedings. Rather, it is meant to supply an supplementary shoplifting deterrent.
5. Banning known shoplifters: dinky is known about the effectiveness of this practice, but it might have some dinky value.
6. Cctv. research indicates the value of cameras is directly linked to the sophistication of the law used. Effectiveness is normally quite marked in the first few months after installation, but then tapers off. The explanation for this by researchers is that would be offenders become increasingly desensitized to Cctv. We think it is also likely that officers eventually get into work patterns that may sell out their time in Cctv monitoring.
7. Using Electronic record surveillance and tagging (Eas). complicated studies have shown this practice could sell out list shrinkage from 35-75%. There are, however, vital costs in buying and running Eas systems.
Recommendations
Before implementing any strategies, you should make attempts to quantum the question first. Is there an immoderate estimate of roll-outs occurring? Where are the most opened items and cases found? It is good to define the most areas of vulnerability, and then employ strategies that target the vulnerability. Highest risk items should be given most protection.
Parking Lots: Keep the parking lot and covering entry doors clean and neat. Mount an determined camera in the area. Keep "no parking" areas clear.
Cameras: Mount Cctv at the front entry of the store: customers will see themselves on television while walking into the store & when leaving. Monitors should be conspicuously placed. For covert surveillance it is preferable to have the camera camouflaged, as most internal cameras are. Use these cameras to catch the offender doing something wrong without advertising they are being watched. Most citizen do not look up in any environment unless prompted to do so. That is why these cameras work well in those situations. However, for deterrence, you want citizen to know there is a camera watching them. The camera does not have to be real, but it should be obvious. After all, perception is most people's reality.
Signs at the Store Entrance: These signs should indicate that the store is monitored by camera surveillance, security personnel, and undercover officers and that the store has a zero tolerance procedure towards shoplifters.
Several years ago I was asked to consult for a store that was leasing space at a major mall for a dinky time to sell clearance products. I advised them to put signs at the entry to the store space indicating the store was being monitored by electronic and human surveillance. Within 24 hours the store owner was approached by mall administrators telling them to take off the signs, because they did not want the communal getting the wrong impression. This, of course, made no sense at all, and was clearly based on the administrator's fear that such a sign might plant the perception of a criminal presence into the mind of shopper.
We advise something new and different; a direct statement to the person responsible for 85% of the shoplifting - the addictive/compulsive thief. The sign might read; "If you are struggling with shoplifting addiction, we advise you consider the consequences of shoplifting. You will be arrested and prosecuted vigorously. There will be legal charges you will incur. You will be trespassed from this store and post your picture. We also contact one immediate family member and warn them of your actions. Please consider contacting Shoplifters Anonymous at xxx-xxx-xxxx or ShopliftersAnonymous.com." We would go as far as to advise perhaps there be pamphlets available as well to the shoplifting addict. This provides supplementary intervention and a communal relations side advantage is the determined concern the store has for those struggling with addiction.
Suggested Sign Language
• These premises under Video and Officer Surveillance. We prosecute all security offenses.
• We preserve the right to explore all bags entering or leaving this facility.
• Warning! All activities are recorded on video to aid in the prosecution of any crime committed on these premises.
• Notice! For security reasons individuals entering or leaving the premises may be branch to quest of their parcels or other unusual items.
• Free! Ride in a police car if you shoplift from this store.
• attentiveness Compulsive Shoplifters! If you are struggling with shoplifting addiction, we advise you consider the consequences of shoplifting. You will be arrested and prosecuted vigorously. There will be legal charges you will incur. You will be trespassed from this store. We also contact one immediate family member and warn them of your actions. Please consider contacting Shoplifters Anonymous at xxx-xxx-xxxx or ShopliftersAnonymous.com.
• attentiveness all shoppers! Merchandise marked with red stars are items being often taken by shoplifters.
Instruct your employees and loss arresting or security officers to make direct eye contact and speak to as many customers as possible. customer service is one of the easiest and most efficient ways of deterring the shoplifter. A shoplifter needs privacy to steal. Good customer service greatly reduces the customer's privacy through descriptive contact and direct communication. This direct communication translates into an unconscious message of "bonding" in the middle of the store and the inherent thief. It unconsciously deters the idea of shoplifting. It is more difficult to steal from person you know than a unblemished stranger. Make the customer feel welcome. Make the customer happy. Make the customer feel that you are ready to help them with their shopping needs. Start a conversation; anything to create a bond with the customer.
In the event that the officer or employee suspects a customer is attempting to steal, they should immediately approach the customer and offer assistance. The inherent shoplifter is likely to think they have just been observed shoplifting. If they think they are caught, they may want to leave the stolen item in the store. There are any ways of handling this. The officer can just back off so the shoplifter can "unload" the item. If there is some certainty they have concealed an item, an employee might offer to hold it for them at the register until they are ready to check out. Most employees have dinky interest in acting in a security or loss arresting capacity. This attitude must be nurtured by managers.
Match a uniform officer with a plainclothes officer for every hour of loss arresting coverage. They supply two very determined functions. Our research indicates this is the best mixture to deter theft. One without the other simply lacks the full, effectiveness they have working together. If the budget allows only one officer, we advise a uniform officer who spends a great deal of their time concentrating on the original issues presented in this article.
Mount an determined camera, or dummy camera, in areas of ordinarily stolen items. If using a camera encased in the fiberglass bubble, the bubble should be settled low adequate so the inherent thief can see it.
Environmental originate is important. Access to the shoplifter's target should be time consuming. Mirrors can be used to see colse to corners, or to make the inherent shoplifter think they are being watched. Electronic tags are a possibility for the small, expensive items that grocery shop sell like condition and beauty products and cigarettes. Sign and posters can be used to reinforce security messages. They should be settled where inherent shoplifters will see them and colse to the store in varied locations, particularly colse to high-risk merchandise. It raises the perception that the store is serious about security. Direct customer traffic. Use less entrances and exits. sell out passageways, blind corners and secret alcoves. sell out high displays that conceal shoppers. Arrange aisles that staff can positively explore from one end to the other. Remember, goods on the ground floor and near entrances are at greater risk of theft, because the shoplifter is in the store for less time and is thus at less risk of getting caught. Move hot products into higher security zones.
Post an officer or employee near the entry just to check for a receipt. You may have noted at some of the Superstores like Costco and Sam's there is restricted customer entry and exit. Most have to enter and exit through one door. When exiting, there is an employee standing there to take the customer receipt and match it against their merchandise. This, we realize, may be unrealistic in a grocery setting, but just checking for a receipt, and not checking it against the merchandise may have an full, effect.
Please consider the study in which definite merchandise was prominently marked with large red stars as being often taken by shoplifters and shoplifting was virtually eliminated.
We like keeping things straightforward and this one is a "no-brainer". Either post store personnel close to the area most items are taken from or take those items and move them to an area where they are in direct eye-line sight of employees. Lacking these actions, we advise you put up a camera or dummy camera in the area and make the camera obvious, or post a uniformed security guard in that area.
I recently spoke to a retail boss at a major chain who indicated he has suggested, for any years, that the aisle containing often stolen items be moved to an area within employee view. The hint has fallen on deaf ears. Those who are in authority over him have decided aesthetics and consistency in the middle of shop takes precedence over these losses. In these incidences dinky can be done to prevent loss.
We encourage all the original techniques of loss prevention, but only if they are effective. We do believe that there needs to be a shift in the focus of loss arresting from protecting the merchandise to directly addressing the shoplifter responsible for most theft. Loss arresting and retail Operations needs to begin to enumerate more effectively, taking a fresh look at how they approach shoplifting.
The lowest Line
In summary, you have just read a vital estimate of data which, if implemented, can have a profound impact on losses.
1. Determine the focus of the problem.
2. Implement strategies based on solid research.
3. Hire the right people. Use integrity screening/testing tools. Remember, testing shop have far less employee theft than non-testing stores.
4. Train your citizen properly.
5. Keep your employees happy. You can solve up to 50% of your problems simply by keeping the employee happy.
Terry Hipp © 2010
AssaultPrevention.info
Shoplifting and Loss Prevention: Do We Need a Fresh Look?
