A reformed shoplifter’s personal guide to loss prevention

My palms were sweaty, my heart was racing, and my conscience was already killing me. But, tantalized by the potential spoils of shoplifting, I was ready to take the plunge.

The Christian retailer seemed an easy mark, and a new collection of Christian rock was sure to impress my youth group, who were unaware of my escapades.

And so, with a few quick casual moves, I relieved a Christian bookstore of a cache of products and slipped out the exit. It’s hard to believe that I wasn’t caught, while stuffing enough merchandise under my jacket to weigh down a small horse.

My shoplifting years are long past, yet Christian retailers still face the challenge of preventing theft while making their stores as inviting as possible. Some prefer tough tactics, but I believe that a fresh customer service philosophy may actually be the most effective way to prevent shoplifting.

These suggestions could help make Christian stores a better place to shop, while sending shoplifters packing—without unpaid-for products in their pockets.

RUN THE STORE, NOT THE DOOR

When a shoplifter reaches the security gate, if there is one, it’s too late. Giving chase is a risky endeavor, even for the clerk who is a track star with biceps the size of a professional wrestler. The result may be a confrontation involving a weapon, or with a gang around the corner.

Other considerations include falls, collisions and accidents. Tackling someone may result in liability concerns.

Tip: If your store utilizes a security sensor, don’t ignore a customer who “beeps” upon entry. Savvy shoplifters use devices to buzz the alarm on the way in. That way, after packing unpaid merchandise, they walk out casually—because when the alarm sounds again, nobody bats an eye.

FIRE THE FLOOR-WALKER

Leave the suspicious behavior to criminals. Having someone pretend to shop while scanning for thieves is a ridiculous undertaking. In the movies, the fugitive criminal can always spot the federal agent. It’s no different for staff members playing the “undercover security” role. Anyone experienced at getting the “five finger discount” can pick them out.

Smaller stores: Scrap the spy games. Surveillance comes naturally during organizational and service-related activities.

WATCH THE RESTROOM

Shoplifters love bathrooms because they provide concealment for removing security devices or packaging. Unpaid merchandise is not allowed inside, but criminals don’t follow the rules.

The answer? Keep eyes and ears in the bathrooms while beautifying them. Service these areas at frequent, random intervals to prevent criminals from making use of the stall to transfer stolen items. If a suspicious shopper visits the bathroom, immediately afterward be sure to check the stall and garbage bin for packaging or security tags.

SERVE WITH SINCERITY

Innocent shoppers may understandably be offended by overly suspicious store clerks, so check your attitude. Forget the stale “Can I help you with anything?” approach. Highly thoughtful queries are more effective. Relate to people in a friendly conversational way, no matter what your suspicions are.

Don’t offer people too much unsolicited assistance. Engage, and then move along. Allow someone else to follow up. Employees should share information about suspicious activity casually, such as while stocking a shelf. If needed, re-group briefly at the front counter or staff room to avoid pointing and whispering.

FIND COMMON GROUND

If someone struts in sporting trendy gear and listening to an iPod, send a young staff member over if possible. When a couple enters with a new baby, the expectant or young mother on staff should greet them. This is called “peer matching,” and it is an excellent approach. Why? Commonality.

The more connected patrons feel, the less likely they are to consider ripping you off. Stores with few staff can still make an effort to connect. Review trade publications or Christian magazines to stay in the know, helping to bridge any gaps between you and your shoppers.

DON’T PROFILE YOUR PATRONS

Not all shoplifters are teens with baggy clothes and a bad attitude. A young mother of twins or a man who just parked his Porsche may be trying to pull a fast one. Even senior citizens have been known to help themselves.

The notion that church people never steal is a myth. Don’t watch for suspicious types. Rather, have an eye out for suspicious behavior.

REMEMBER LOVE

Treating customers as you would like to be treated will foster feelings of friendship and loyalty toward your business. Even a kleptomaniac is less comfortable stealing from a friend. Showing respect and love to people who may be out to take advantage of you is in harmony with Christ’s commandment to “ … do good to those who spitefully use or persecute you” (Luke 6:27).

Aim to provide creative services that will benefit your customers, while simplifying store security. Try approaching shoppers with a special discount coupon when the store is busy. Stores that have a coffee stand or kiosk can open dialogue with folks by offering a certificate for a complimentary treat with purchase. With a parent’s permission, a fun freebie for the kids can go a long way in making their experience in your store more memorable.

Personally, I’m grateful that God helped me to learn the lesson of honesty the easy way. I never got into trouble with the law. However, confessing my crimes to store owners was no easy task.

Today, as a Christian businessperson and family man, I still have “radar” for criminal activity, and I have helped prevent several crimes, without the use of force. Becoming more aware and prepared to deal with this issue may be a way of heeding Christ’s admonition to “be as wise as serpents, and as innocent as doves” (Matt. 10:16).

LOSS PREVENTION

Almost half of retail “shrinkage”—the total of which was nearly $35 billion in 2007—is due to theft.

The University of Florida, in conjunction with various sponsors including the National Retail Federation, reported on retail loss and its prevention in the 2007 National Retail Security Survey. The survey found that the average inventory shrinkage (shortage) rate, 1.44% of total annual sales, was down significantly from the previous year, but the dollar value of the loss, approximately $34.8 billion, continued at record levels. Inventory shrinkage encompasses loss from sources such as employee theft, shoplifting, administrative error and vendor fraud.

Retailers surveyed attributed 44% of their losses to employee theft, making it the single most significant source of shrinkage, followed by shoplifting at 34%.

High staff turnover and heavy reliance on a part-time store workforce can lead to inventory shrinkage, as “the part-time worker is less committed to the overall success of the company and is, therefore, more likely to allow shoplifting to occur and to participate in or ignore incidents of employee theft,” the study said.

Trent Halverson is a business owner and freelance writer in Saskatchewan, Canada.

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