Retailers of all segments and sizes across the United States are experiencing a rise in the number of theft incidents, jeopardizing workplace safety for retail associates and the customers they serve.
In a challenging retail environment, losses and concerns for safety could be devastating to revenue and employee morale. Ongoing losses and concerns could even be unrecoverable for smaller businesses.
To mitigate loss and maintain a safe environment, businesses should incorporate strategies focusing on safety and security. Most strategies do not have to be costly or a burden, but they do require more than a locked door or a sign that states, “Shoplifters will be prosecuted.”
Here are some common loss prevention and safety strategies small businesses should consider integrating into their business practices:
Protecting against theft and loss
Losses can occur from theft, staff mistakes, or systemic errors. Ensure your business has clear and written store policies that help prevent all types of loss. These policies should include properly scanning shipments, recording sales, and researching and correcting inventory discrepancies. Train staff on customer engagement, greeting guests warmly, and following up with customer service. Customers welcome this engagement, while potential shoplifters often feel watched and uncomfortable.
Policies and training should also involve employee integrity. Educate staff on proper cash control, create a routine of auditing cash registers, and explain how theft and loss impact staff and the overall business. Encourage an open-door policy, so employees feel comfortable reporting concerns and losses.
Protect your store with common physical deterrents. Invest in high-quality locks, an alarm system, and a security camera system, visible to customers and staff. Cameras should not be viewed as a threat but as a deterrent against theft and a means to provide clear evidence in the event of an incident. Consider 24/7 camera recording and low-light options to provide protection during non-business hours.
Build relationships with other businesses and local law enforcement in your area. Help build community awareness of crimes and incidents at your business and understand how best to report them and receive support from law enforcement. Report all incidents to law enforcement so they can monitor crime within their community.
Keeping staff and customers safe
Unfortunately, retailers continue to experience issues of workplace-related violence. These events range from active assailants to aggressive customers and shoplifters. An occurrence is often spontaneous and can occur anywhere, anytime, so prepare your staff on how to react and respond appropriately.
Provide de-escalation training for your staff, teaching them how to handle frustrated customers with calm professionalism. If a customer is upset about an order or a long wait time, prepare staff to listen actively, stay composed, and offer solutions instead of arguing. For incidents of violence during shoplifting, reinforce that staff should prioritize their personal safety over stopping a theft. No stolen item is worth risking harm — it is often best to observe and report rather than intervene.
To prepare for more dangerous scenarios, consult with local law enforcement on active shooter protocols. Hold emergency drills with staff to ensure they are familiar with how to shelter in place or evacuate safely if necessary. Reinforce exit strategies, including how staff could assist or direct customers toward safety. Check with your local and state offices to understand any state-mandated requirements around workplace violence training and reporting threats or acts of violence.
Loss prevention involves understanding your risks and establishing mitigation strategies. Integrating safety and security into all aspects of your business will not only aid in preventing loss and violence, but also allow you and your staff to focus on serving your customers and building your business.
