Those of us in the retail security business often say, “If it doesn’t feel right, it probably isn’t!” So what should you do when something just doesn’t “feel” right, and how can you react proactively? Your best approach should always be to follow these basic steps.
- Greet Every Customer: Have a firm program in place that says every customer entering the store will be greeted. For larger stores where staff may not have an immediate view to your front door, you may want to install a door chime that sounds when people enter and exit. This aids greatly to alert the staff of new customers as they help other patrons, and it also alerts possible criminals that you are aware of their entry.
- Talk to Your Customers: If you don’t recognize a new customer, strike up a conversation. Make cordial but direct eye contact and welcome them to your store.
- Inquire: Use great selling techniques by inquiring if a customer new to your store is a local resident, if they work in the area and why they stopped in. Most legitimate first-time customers will have something interesting and logical to share, while suspicious individuals may avoid revealing anything personal and respond to the question of why they stopped in with “Just looking.” Some will reply with something that doesn’t relate or make sense at all, and it’s particularly with these individuals that your internal sensors may start to fire.
- Alert the Team: An alert code word or phrase can serve as a signal to all other employees that you might have a situation on your hands. That alert should initiate several activities, such as all staff members should move to the sales floor and quickly assess the situation. One staff member should also stand ready to activate your panic/hold-up alarm or be ready to call 9-1-1. If possible, someone else should check the parking area for anything unusual. Not only are you prepared to deal with a robbery if one starts to go down, these reactive activities will tell any would-be criminals that you are alert and on your game and may dissuade them from their plans.
- Thwart Shoplifters: If someone is suspected of shoplifting or attempting to shoplift, approach the customer directly and provide uninterrupted, one-on-one contact. A shoplifter is most often simply waiting for the opportunity to conceal items and exit the store quickly. Eliminate that opportunity. Quickly and directly request to hold the merchandise at the counter until they’re ready to pay for it. This method has been effective for retailers across the country and works in most situations. Typically, the would-be shoplifter surrenders the merchandise he or she is trying to steal and will opt out of the criminal act given the opportunity.
If another patron alerts you to a shoplifting act, use caution in addressing it, as you did not personally observe it. Provide great service until more details can be confirmed, but use caution and avoid any wrongful accusations.