Business Crime
Retail Security: Don't Discount It!
This report by the Association of Convenience Stores aims to give you the tools and information to tackle crime in local shops. To do so it creates greater awareness of the extent and causes of retail crime and highlights ways to protect people, cash, stock and buildings.
Title: Retail Security: Don't Discount It!
Author: Association of Convenience Stores
No of pages: 75
Availability: To obtain a copy of the booklet or for more information call Belmont House UK Limited on 01244 677335
Contents:
- Risk Assessment
- How to spot suspicious behaviour
- Measures to discourage shoplifting
- Dealing with violent incidents
- Responding to verbal threats
- What to do if someone becomes abusive or threatening ?
- How to respond to armed robbery ?
- Premise Security
- Data protection and privacy legislation
Risk Assessment
It is important to first assess the safety and security of staff and customers in the workplace. A form is available from the workshop.
People Security
It is important an employee feels safe at their place of work. Their security covers personal property, vehicles and equipment as well as the companies' property (e.g. cash, stores or products).
Thieves cannot be easily identified by appearance but there are generally two types of thieves, professionals and amateurs. Professionals will strike daily to make a living at times when staff numbers are low (e.g. during a shift change or at the end of a day). Amateurs steal at random when the opportunity arises mainly when the store is busiest in order to avoid being notice by staff.
How to spot suspicious behaviour…
Keep alert for suspicious or abnormal behaviour such as:
Constantly looking around watching staff
Appearing nervous
Taking little notice of products
Wearing clothing inappropriate for the time of year that may be used to hide goods
Carrying a large bag
Carrying a coat over their arm or shoulder
Repeatedly refuses your offers of help
Wheeling around a baby buggy when a shop baby trolley is available
Appearing to have concealed an item
Spending a long time browsing
Measures to discourage shoplifting…
Good customer services - Always acknowledge the customer and regularly ask if they need help. Do this if you are suspicious of a customer;
Secure stock - Make sure the shop is tidy, well lit and laid out so all areas are visible from the CCTV cameras. High valued items can be held behind the counter;
Warehouse and store rooms - Always escort deliveries and follow the security rules in this area. An authorised touch pad lock should restrict these rooms.
At the checkout - Take out high value notes regularly and store in a safe. Be observant of baby buggies and the bottoms of trolleys. Check items that appear cheaper than you think they should be. Never turn away from an open till draw. Look out for fake notes. Check card and cheque signatures carefully. Tills should be protected from the customer by screens. Do not count cash in front of customers.
Banking security controls - Anchor safes to the floor. Use a professional service to collect cash from your shop and where this service is not available bank at different times of the day and never alone or in a work uniform. Don't carry cash in bags that are obviously bank bags.
Key control - Don't leave keys in doors, on counters or in drawers. Sign a register for any keys. Keep spare keys in a secure cabinet. Safe and security room keys should not be left on the site over night.
Other - If you are suspicious of a customer make them feel nervous by walking passed them, talking on the phone and letting them see you do it. Also let them see you walking near the shop exit and talking to other staff. Thieves may try to rush you to avoid noticing forged notes etc, so always take your time.
Staff theft also takes place, whether items are taken without paying or cash is taken for an item and not rung through. Staff should tell the manager if they suspect another staff member
otherwise it would look bad for all honest personnel, when there is a bad stock take.
Refusing a customer service of alcohol or goods for being under age can often cause verbal abuse or violence if not done politely and quietly in order to minimise the embarrassment to the customer. To avoid this a company can have a policy clearly stated to customers (e.g. poster) that if a customer looks under 21 years old staff must ask for proof of identity. To avoid any theft of goods, which have an age requirement, the goods should be placed out of reach of the customers. Intoxicated and disturbed customers also create more risk to staff.
Dealing with violent incidents…
There are 4 important parts:
Recognise early signs of anger
Managing and avoiding confrontation
Responding and diffusing situations
Recording the details of incidents
NEVER RETALIATE!!!
Responding to verbal threats…
Things to look out for are:
Verbal threats - Acknowledge the threat calmly (e.g. "I hear what your saying but threatening me isn't going to solve it")
Ritualistic repetition - is a sign that the person is winding themselves up (e.g. I've told you what I want and I'm not telling you again, I'm not telling you again…"). Try to break this pattern.
De-personalising language - foul, racist and sexist abuse should be handled by making it clear bad language won't be tolerated (e.g. "I'm not going to do anything while your swearing at me!").
Defusing anger is hard if you can't get a word in, so listen to what the person is saying acknowledging by nodding and say "I appreciate how you must feel" etc. However, never make promises you can't keep and explore other options.
What to do if someone becomes abusive or threatening ?
Try to separate yourself from the offender (e.g. get behind a counter)
Remain calm
Use methods to diffuse the situation
Put personal safety first
Know how to raise the alarm and operate security equipment
Do not resist or follow violent offenders
Remember information such as a description of the offender
Write what happened in the incident book.
How to respond to armed robbery ?
Make no sudden movements to dash for the alarm
Put personal safety first
Try to remain calm, even though the robber is shouting and trying to frighten you
Give them what they want, don't stare or maintain eye contact
Be observant of their appearance, to tell the police.
Any major incident has to be dealt with properly to protect staff and customers, including incidents such as fire, floods, and evacuation. This means it is important to know company procedures for all types of emergencies. After a security incident all the staff and manager should review the incident and make any changes to the procedure they see fit. Staff should also seek counseling if necessary.
Premise Security
How to secure the building and work areas?
Outside walls and doors must be maintained
Walls and bushes must not create places for thieves to hide
Ladders and other climbing aids should be locked away
Be aware of visitors in restricted areas and unescorted.
On closure you should:
Check all internal toilets
Lock all external doors and windows
Empty the till and leave it open
Remove expensive items from view and lock them away if possible
Keys should be locked away
Set the alarm
Leave the building accompanied by a colleague.
Data protection and privacy legislation..
There are restrictions on video surveillance and the care of recordings under the Data Protection Act 1998. These are:
The use of cameras must be made clear to all staff and customers
All cameras and microphones must be clearly visible to staff and customers
Video and audio information must not be disclosed to third parties
The police may request this information if there is a legitimate reason in following up suspected theft.
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To obtain a copy of the booklet or for more information:
Tel: Belmont House UK Limited on 01244 677335
Last update: Tuesday, September 12, 2006