Shoplifting + Prevention of Robbery

Shoplifting

Never confront or try to apprehend shoplifters. The single most effective method of deterring shoplifters is to provide outstanding Customer Service. Shoplifters, generally, need privacy to be able to carry out their intentions. By providing outstanding Customer Service, they are unable to continue their task un-noticed. Some tools that can be utilized in providing Customer Service include:

Greet guests as they enter the shop/eatery/clinic

Maintain eye contact when communicating with them

Ask if they need help with anything!

Inform them that you will cash them out at the counter when they are ready

If you witness the concealment of a product, bring them to a related product and ask if it may work for them. (Suggestive Selling)

Have a co-worker approach the shoplifter if they dismiss you

Always ensure that displays are neat and organized

Continue to provide customer service to the person you observe or suspect of shoplifting.

Observe and report only. After the shoplifter leaves, write down as much information as possible. This should include the shoplifter’s height, weight, hair, age, and skin colour, race and clothing.

Never follow a Shoplifter out of the store. However, if possible from inside the store, note the vehicle make, color, approximate year, and plate number. Contact local Police and report the incident.

Email details of the occurrence, including the Police report number to hello@thisisfortify.com

Preventing Robbery

Here are some tips to prevent robbery:

Keep the eatery/shop/clinic tidy, clean and well lit

When there are no customers at your sales counter, keep busy by cleaning, dusting, sweeping, etc.

Be aware of cars, parked across the street or off to one side of the lot

Look for anyone who may be watching the store or loitering in or around it

If you are concerned about a person or vehicle, do not hesitate to contact your supervisor or the appropriate authorities.

Know the location of phones or available help outside the premises

Connect with potential customers

Give a friendly greeting to everyone that enters the store

When shoppers are nearby, act friendly and briefly look directly into their eyes

Ask people if they would like assistance

Keep the smallest bills possible

Perform regular cash skims, keeping funds in the cash tray at a minimum. Remove denominations over $20.00 as soon a possible.

Perform daily deposits (if needed)

Do not allow customers behind the counter or in the stock areas.

During a Robbery DO’s

Stay calm, and comply with all demands

Carry out all instructions with swift, fluid motions

Be honest when asked about money

If possible, tell the robber where the other employees are to avoid surprising him or her

Make a mental note of the robber’s description, clothing and other identifiers to provide a good witness report to the police.

During a Robbery DONT’S

X Jeopardize your personal safety.

X Try to reason or argue with the robber

X Make sudden or jerky hand or body movements

X Stare or make direct eye contact

X Retaliate, carry a weapon or do anything that could be interpreted as a threat

X Chase or follow a robber

Safety tips for handling irate customers

Focus on emotions first, try to remain calm, and try to calm the other person

Try to avoid escalating the situation. Find ways to help the irate customer save face

Listen carefully and try to put yourself in the customer’s shoes, so you can better understand how to solve the problem. Show empathy.

If you cannot address the concern, take the customer’s name and number and advise them that you will forward the information to your Team Leader

If you cannot calm the person, ask for help

Safety Tips for Making Deposits

Always ensure that deposits are completed during daylight time

Vary the time of deposit

Avoid making deposits alone. When making deposits with another person, have them face the other way to keep an eye on everything while you make the deposit.