Detect and Protect

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DetectandProtect

• Stephen Yorke
• Association of Charity Shops
• 4 March 2008

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Programme

• Shoplifting - Q and A
• How much are you losing?
• How can you reduce it?
• Personal Safety - presentation
• How you can improve it

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Shoplifting Losses

• How much does your shop lose each week to
  shoplifting?
• Number of items stolen?
• Average price of stolen items?

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Shoplifting Losses
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Losses as of Sales
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Measuring Losses

• Value of price tickets found
• On shop floor
• In fitting room
• Estimated value of
• Items missing from empty hangers
• Items known to have been taken

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Preventing Shoplifting

• Vigilant staff
• Fitting room controls
• Shop design and layout
• Security equipment

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Vigilant Staff

• Never leave the shop unattended
• Greet everyone entering the shop
• Be active on the shop floor
• Call for extra assistance
• At busy times
• When suspicions aroused
• With a secret code word?

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Detect and Deter

• To get suspected shoplifters to replace items or
  pay for them
• Maintain direct eye contact
• Offer assistance
• "We've some nice ties to go with that shirt"
• "Anything else you want to pay for?"

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rather than Detain

• Law is very precise on
• Evidence required
• How, when, where to detain
• How to interview
• Possible legitimate cause for complaint
• Possible threat of violence

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Fitting Room

• Control access to it
• Limit and check items in/out
• No trolleys, pushchairs
• Seal mirrors and ceiling tiles
• Calf-length curtains

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Shop Design

• Position the counter to
• See the fitting room easily
• Minimise blind spots
• Control height of fittings
• Maintain good lighting
• Display valuables securely

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Security Equipment

• Convex mirrors
• Panic alarms
• To backroom / police?
• Neighbourhood links
• Walkie-talkie / ring-rounds
• Window alarms
• CCTV?

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Violence and Abuse

• Risks for retail staff are 50 greater than for
  the average worker
• Physical assaults, threats of violence and verbal
  abuse are increasing
• Assaults and threats of violence doubled from
  1999 to 2003
• Verbal abuse quadrupled

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Employers' Legal Duties

• Provide a safe place of work
• Carry out risk assessments
• By job
• By shop
• By individual, for those who may be particularly
  vulnerable

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Key Control Measures

• Lone Working policy
• If allowed who, when, where?
• For how long? Support mechanisms?
• Safe banking
• Different times, different routes
• Personal alarms or in pairs
• No uniforms, badges, branded bags

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Staff Training

• How to deal with complaints
• How to manage and avoid confrontation
• Recognising signs of anger
• Defusing situations
• What to do if abused/threatened
• ALWAYS PUT YOUR OWN SAFETY FIRST

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Training Handouts

• Handling Aggressive Customer Complaints
• Managing Avoiding Confrontation
• Reacting to Abuse, Threats or Physical Assaults
• Reacting to a Robbery