what to do when a customer is stealing
For many brick-and-mortar retailers, shoplifting seems inevitable.
Information technology's hard to pinpoint who exactly is likely to shoplift, and there isn't one main reason why people do it. Is it done out of necessity or because shoplifters want a luxury item they can't beget? Is it washed out of agony or is it a psychological disease? If a person steals once are they likely to commit another offense? With so many questions unanswered, what's a retailer to do?
What we do know is that shoplifting continues to be a growing cost concern for retailers. Co-ordinate to a National Retail Security Survey, shoplifting toll American businesses over $12 billion in 2010. The year earlier, that figure was $xi.7 billion, and in 2002, it was $ten billion.
Furthermore, thieves don't discriminate. This is an result that affects both big-box chains and independent stores.
Plus, there doesn't seem to be 1 item that'due south more enticing to thieves than others. According to Business Insurance, the most shoplifted items in America include everything from domicile electronics like laptops and cellphones, to cosmetics, clothing, infant formula, and consequence meat.
And then, what's a store owner to practice? How do y'all fight against something equally broad, undetermined, and inevitable as shoplifting, and where do you lot even begin? Here, we'll outline some common shoplifting traits, so you and your staff know what to expect out for. We'll also explain how to curb them and give you the tools you lot need to implement a loss-prevention policy for your business.
Why Do People Steal?
The reason information technology'southward difficult to pinpoint exactly why people steal is because shoplifters act for a multifariousness of reasons. According to New Health Advisor, well-nigh 1 in every 10 Americans shoplift every year.
And what's interesting is that a whopping 75% of shoplifters say they had no intention of committing a criminal offense before entering the store. That shoplifting is unintentional, or at least, could be deterred. Only three% of shoplifters fit the stereotypical criminal profile — those who steal so they tin can resell the item for cash or drugs. So what are other reasons why people shoplift? Some of the top reasons include:.
- Financial difficulty (because they can't afford the item)
- Low risk (because it's a offense that rarely gets caught)
- Peer pressure (because they want to prove loyalty or bravery to their peers)
- Emotional issues (considering they are seeking a temporary thrill)
- Kleptomania (because of a psychological disorder)
What Exercise Shoplifters Look Like?
At that place aren't physical traits that brand a person more probable to steal. Shoplifters are only as likely to be male or female, accept any skin color, and be rich or poor. At that place isn't something near the way a person looks that will help you lot place whether they're likely to shoplift, but there are traits that you and your staff can look for.
In short, behavioral cues are more of import than physical or demographic characteristics. Hither are a few mutual traits, according to The Balance.
Piece of work in Groups
In fictionalized dramas and movies, shoplifters are typically portrayed as lonely wolves, entering stores lonely and swiping items when no 1 is watching. The reality, notwithstanding, is that many shoplifters work in pairs or groups. Often, a fellow member of the group will distract sales staff, asking questions about an item or sending the sales associate to another department of the shop or the back room. Shoplifting is most likely to happen when sales staff are occupied or distracted.
Comport Bags or Coats
It's true that assuming thieves will only grab an item and run from the store, but the majority of shoplifters, especially amateurs, are likely to muffle stolen items in things they bring into the store. This includes handbags, shopping bags from other stores, big coats, and even umbrellas. Some thieves volition actually purchase something as a way to conceal other items in it or in the same bag equally they walk out of the store.
Accept Many Items into Changing Rooms
In wearable stores specially, shoplifters will ofttimes take many items into dressing rooms without any intention of trying them on. They practise this in order to stuff 1 or 2 items into numberless, equally well as to distract sales people in the plumbing equipment room area. Often, shoplifters will leave items they don't want inside the dressing room, so sales assembly can't tell which ones they've taken and left behind.
Switch Cost Labels
Shoplifting can take on many forms, and that includes price label switching. This is when a shopper changes the price tag on one particular for a cheaper price tag. They might nevertheless go upwardly to the cashier to pay for information technology, but the item will band in at a lower price.
Simulated Refunds
Shoplifting doesn't ever consist of stealing store items. Sometimes, it can entail taking a retailer'due south cash. Trying to refund an detail that wasn't previously purchased at the store for cash is a common course of shoplifting.
What Can Retailers Do to Preclude Shoplifting
At present that we've outlined some of the common shoplifting traits, what can you do about them? Here are a few steps that retailers can accept to adjourn shoplifting in their stores.
one) Greet Customers
Acknowledging customers when they enter the store is much more than \good customer service. Sure, greeting customers makes them feel welcome, but it also tells potential shoplifters that staff tin run into them. That verbal and visual acknowledgement tin sometimes be plenty to scare potential shoplifters into rethinking their actions.
ii) Adequate Staffing
As nosotros mentioned earlier, one of the easiest ways for shoplifters to get abroad with stealing is when other customers or duties distract store staff. One of the most effective ways to prevent shoplifting is to brand sure at that place are enough employees on the floor and that staff are spread out beyond departments or areas. Big stores often assign specific floor sections to employees and then that they're responsible for greeting and profitable all customers that enter that specific area.
3) Shop Layout
Common store layout options
Image Credit: Pinterest
The layout of a store can touch how easy it may exist for shoplifters to succeed. Some things to go on in heed include:
- Consider putting highly desirable items in ane area, assign staff to closely sentry the alley or area, and blueprint the surface area in a style so there'south only i entry/exit point.
- Install mirrors in blind spots.
- Hang anti-theft signage to deter shoplifting in unattended corners.
- Keep store windows articulate to assist visibility.
- Place the checkout counter near the entrance to the store to require customers to laissez passer by before leaving.
four) Limit Irresolute Room Items
In order to take account of which items enter and exit clothing changing rooms, implement a store policy that limits the number of items a customer tin take within the room at a time. Take staff count out the number of items and hang or fold them so that each item is visible within the dressing room. Simply when a client is finished with ane item can they bandy information technology with some other they'd like to try on.
When the customer is done, enquire them to bring all of the items out of the change room and have staff count them quickly and then that the same number of items are returned.
5) Train Staff
Perhaps the most of import tip is to educate whatsoever staff that interact with customers on loss prevention. Training employees on shoplifter traits and providing a store policy on how to handle these customers is a retailer's most effective tool. Simply having a staff member arroyo a suspicious client and inquire, "Tin I aid you?" or "Can I band that upwardly for you?" tin deter shoplifting without sounding accusatory or rude.
It's also important to let staff know that if they encounter a client steal something, they should alert a managing director immediately and not try to have action on their ain or chase downward the shoplifter.
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A Final Word
When information technology comes to stopping shoplifting, a lilliputian tin become a long manner. Customer service, store layout, and staff preparation all contribute to protecting your business concern by showing potential shoplifters that you are alert and watching. Most of all, it can help reduce the majority of shoplifting incidents – those that are committed past people who enter stores with no intention of stealing – and add greater security to your business.
Source: https://www.shopify.co.id/retail/common-shoplifting-traits-and-how-to-curb-them