In most case of clothing security in a retail environment both Electronic Article Surveillance (EAS) systems such as a Checkpoint system and a Closed Circuit Television System (CCTV) system are both desirable systems to have. To be successful though you must have correct expatiations of each.
A CCTV system is generally a PASSIVE system. How many retailers can afford to have an employee watch a CCTV system on a regular basis? In most cases involving clothing security or other retail goods a CCTV system is used in a spot situation where a potential thief is suspected. I have found that most uses of CCTV are after the fact or passive. Most Shoplifters know that you are not actively watching.
An EAS system is actively providing clothing security and protection of other retail goods. The tags cause an alarm at the door and of course attract employee attention. They work 24/7 as long as the Checkpoint system is maintained properly and powered.
Since most robberies take only one or two minutes to complete, it is quite important that you take the time to learn what you and your employees should do in the case of being robbed. The priority is always the safety of the employees and customers. You should cooperate completely and observe every detail of the situation.
If your store is robbed, remember:
·Do not resist, this is not the time for heroics.
·Keep it short; the sooner it is over, the better.
·Do give up the money demanded.
·Do not argue.
·Don’t overreact; don’t attempt to grab a weapon or call for help.
·Make every effort to remain calm. Set the example for the other employees.
·Do not make any sudden movements. Warn the robber of any noises that may surprise him (ex: the alarm on the stock room door or safe).
·Expect strong or foul language. Expect to be told to lie on the floor.
·Be alert. Try to remember details of the robber’s appearance, clothing, speech, etc.
·Keep any holdup note, but don’t allow people to handle it.
·If possible, watch the robber’s method and direction of escape.
After a robbery:
·Call the Police and Security (if available).
·Close off the area where the robbery took place.
·Write down everything you can recall and provide the Police with this information.
·Give the Police any hold-up note received.
·Cooperate fully with the Police.
Whatever you do, remember that lives are much more important than any amount of money.
Many times Loss Prevention Professionals find that a Shoplifter is not just working alone. They have developed relationships with employees that are actively or passively helping them. In some cases for profit or a “cut”. In other cases they are allowing friends to steal. For instance, a Cashier allows a friend to bring high value merchandise through their POS, pretends to ring up the high value merchandise but uses a low value SKU such as a pack of gum.
Many times we in Management think that this type of employee theft or shoplifting is only committed by “younger” people. This is not the case at all. Do not be mislead by a preconceived notion.
Below are situations that you must be on alert for at all times:
- Unusually large or frequent refunds to a particular customer for returned merchandise.
- Anonymous phone calls or letters concerning theft.
- Unusually friendly relationships among employees and outsiders such as truck drivers, repairmen and trash collectors.
- Frequent contact among employees and visitors, especially those visitors who carry shopping bags or other containers.
- Contact by employees with gamblers, drug dealers, gang members, loan sharks, etc.
- Many customers always deal with one employee and refuse to buy from anyone else.
- Stock being sold in outlets that never buy from the company.
- Gifts or favors to accounts payable employees from suppliers or to accounts receivable employees from customers.
- Reduced purchases by customers who deal closely with warehouse or shipping personnel.
- Presence of outside personnel (telephone repair, building service, salesmen, etc.) in areas where they have no legitimate business, or in un-businesslike communication with employees.
- Newly received items being sold in flea markets.
- Complaints received from other business or retailers.
- Shoplifters are always blamed for the theft.
- Gifts or favors from other mall retailers accepted by your employees.
These “signals” do not necessarily prove the existence of theft; they only point to the possibility of such theft.
