Although most loss prevention officers receive adequate training, many are given the title of “Loss Prevention Officer” after little or no training.  Combine this with the fact that most LP officers work in plain clothes and are not not easily identifiable as part of the store’s security team and it often leads to situations involving untold risks and liabilities.

During the commission of most crimes, the shoplifter will know if uniformed security is present.  The shoplifter will know as soon as a uniformed police officer approaches.  And generally, a shoplifter will know when he or she has been caught, before it actually happens.  With plain clothed loss prevention officers, who often dress to blend in with the surroundings, this often isn’t the case.   When an undercover officer approaches a shoplifter they will be surprised at the most inopportune time, when their adrenalin is running at peak capacity.  It is during this initial contact that the shoplifter will decide if he will fight or run.  Either decision requires quick and decisive action on the part of the undercover officer.

If the offender runs, the loss prevention officer almost feels compelled to give chase.  Often resulting in injury to the LP officer, the suspect or innocent shoppers, a foot pursuit is not necessarily the best decision.  When approaching a shoplifter, the loss prevention officer should approach from the side that offers the most likely avenue of escape.  Although this might cause the shoplifter to fight, if flight is not available, an experienced officer can deescalate the situation quickly and quietly.

If the shoplifter does decide to resist, either verbally or physically, the loss prevention officer may be seen as a source of the problem, not part of the solution.  As an undercover security officer, many may not realize that the officer is trying to make an apprehension.  Some may actually jump in to help the shoplifter, who may appear as an innocent victim.  If the shoplifter is crying out for help, repeatedly yelling he is being attacked, the apprehension may prove very dangerous for the loss prevention officer.  The loss prevention officer must maintain control of the situation and, while in the midst of a confrontation, demand others to stay back and not interfere with the apprehension.

Most shoplifters carry small knives or box cutters, which enable them to open packages quickly to remove the contents.  These tools can easily become weapons, used against the loss prevention officer to elude capture.  In over 70% of all apprehensions that become violent, one or more individuals will be injured.  If the shoplifter or an innocent bystander is injured, a lawsuit typically follows.

The best course of action to follow when making an apprehension is to avoid foot chases and physical confrontations.  Typically, the value of the stolen merchandise will not justify an injury, civil proceeding or even death resulting from the loss prevention officer’s overwhelming desire to make a recovery.  Instead, a loss prevention officer should obtain a suspect description, direction of travel and vehicle information (if applicable) and turn this information over to police.  If a video is available and store management authorizes its release, it too should be given to police.

The value of the deterrence that loss prevention officers provide is not easy to measure.  Often, the publicity and lawsuits that accompany an apprehension “gone too far” becomes detrimental to the overall effectiveness of the loss prevention program.

Click here to view the embedded video.

1.  If the suspect is violent when you approach him/her, never initiate physical contact with the suspect first.  If the suspect becomes violent with you, use the necessary and reasonable amount of force for self-defense.  The police should be called IMMEDIATELY.  Do not use handcuffs or pepper spray on a suspect unless you have received the necessary certification.

2.  If the suspect flees the scene, attempt to get a description of the vehicle and the license plate number and contact the police IMMEDIATELY.

3.  Don’t detain the suspect for an unreasonable time period.  After two hours you could have issues of false imprisonment.  Two hours is usually considered reasonable.  If the police don’t arrive at the scene in a reasonable amount of time, get positive identification from the suspect and give the information to the police.  Inform the suspect that the police will be in contact with him/her.

If you mae an apprehension using the steps outlined in this and the previous two Shoplifting Investigations posts, you have a prosecutable case.  The shoplifter will know this and will usually be cooperative.  If you are not sure of ALL the points covered – DO NOT STOP, QUESTION, OR ACCUSE . . . there will be another time.

NEVER – NEVER – NEVER ALLOW OR AUTHORIZE THE POLICE TO CONDUCT A STRIP SEARCH on a suspected shoplifter on client’s premises.  Inform the police that if they intend to conduct a strip search, they will need to take the shoplifter into custody and conduct the strip search at a location not associated with the client’s property.

1.  Never detain a person because you once in the past thought he/she shoplifted.

2.  A shoplifter must not be apprehended unless you personally see him/her shoplift and are certain an actual theft took place.

3.  If while following a shoplifter, he/she becomes suspicious and disposes of the stolen merchandise, DO NOT APPREHEND.

4.  If at any time you have the slightest doubt that all elements of a crime are present, or if there is a possiblity the stolen merchandise was disposed of, DO NOT APPREHEND.

5.  NEVER ask a customer to assist in making an apprehension.

* * * The best rule to follow is – “if you did not see it, it did not happen” * * *

Please take time to review the previous two posts regarding Shoplifting Investigations.

www.securityreaction.com/loss-prevention/shoplifting-investigations/

www.securityreaction.com/loss-prevention/shoplifting-investigations-apprehension/

If you have anything further to add, please feel free to comment below.  We would love to hear some stories of actual shoplifting apprehensions from true loss prevention specialists.

Excellent customer service is the best way to help prevent shoplifting and various shoplifting methods.  Here are some examples to follow:

1.  Always observe the entrance to your department when stocking. Position yourself so you observe all customer entering or leaving your department.

2.  Greet all customer entering your department.  Make positive eye contact with all customers.  This sends a message to the customers that you know they are in your department.  If also lets the honest customers know that if they need help, they will get it.

3.  Maintain coverage in the front of your department.  If you leave, notify another associate so they can assist your customers.  By doing this, you are telling the customers that another associate is watching them.

4.  If you suspect a customer has concealed merchandise, call loss prevention and continue to give good customer service.  Ask the customer, “would you like some help with your selection?”

5.  Ensure all garments are properly sensor tagged and the alarm is tested.

6.  Keep the sales floor neat and orderly.  You want to be able to notice that an item is missing.

7.  The professional shoplifter will attempt to intimidate you so you become confused and rattled, forgetting what is actually going on.  If a customer is being unreasonable or abusive, you have the right to call loss prevention or the manager, who may in turn call the police to have the person escorted from the store.

8.  Provide adequate floor coverage

9.  Monitor restrooms

10.  Do not permit unauthorized persons to enter the storage area.

11.  Ensure the store has proper lighting

12.  Never turn your back on a customer

Shoplifting Apprehensions – Witness the Crime

The client’s main objective is to give excellent customer service to deter shoplifting and various shoplifting methods.  If this fails, an apprehension may be required.  Loss prevention officers that have received the necessary training are authorized to make apprehensions.

The following guidelines must be met to make an apprehension:

(Long before you make a move to stop or question the suspected shoplifter, you already must have seen enough to go to court)

1.  You have seen the shoplifter take the client’s merchandise and can prove client’s ownership.

2.  You saw the client’s merchandise concealed.

3.  You have seen the crime from its inception with continuous observation of the shoplifter.  You know that he/she did not ditch the merchandise or pass it off.

4.  You know that the merchandise has not been paid for.

5.  The shoplifter must pass the last point of sale and show intent to steal.  (If the suspect is unwilling to stop when approached by you, avoid chasing him/her down).

6.  Do not jump into, on or otherwise use a vehicle to give chase.

Shoplifting Apprehensions – Appropriate Steps

1.  Remain calm as you approach the suspect and identify yourself.

2.  Explain to the shoplifter that you would like to discuss with him/her the incident that took place.

3.  Escort suspect to a private area as quickly and quietly as possible.

4.  Once in a private area, ask suspect to produce photo identification and obtain information concerning suspect’s address, phone number, date of birth and driver’s license number.

5.  Tell the suspect that he/she has unpaid merchandise (specify item) concealed (state where it is concealed) and ask the suspect to voluntarily give you the unpaid for merchandise.

6.  Secure unpaid merchandise in a bag with information as to the name of the suspect, date of apprehension, store number and description of unpaid for merchandise on the bag. Retain the bag as evidence or follow photographic evidence policy as permitted by local prosecutor.

7.  At this point the suspect can be released.  Complete information on detention form as to witness’ names, addresses, home phone numbers and position with store (i.e. Department Manager).

8.  If suspect refuses to give identification or you do not believe the identification provided is valid, call the local police.

9.  Do not become involved in investigations of retail theft not initiated by your client’s store.  If another store’s security asks you to identify an individual as having been in your store or identify merchandise as your store’s merchandise, politely decline, explaining that “the store policy” does not permit you to become involved in or conduct investigations initiated by others.

10.  Do no allow another stores security to use the client’s premises for interviewing a suspect.

Our next post will cover procedures for a non-cooperative violent suspect.

A shoplifter cannot be easily identified; sex, age, race, religion, personal appearance and even economic status will not help identify a shoplifter.  Shoplifting methods and tools used are limited only by the imagination of the shoplifter.  The shoplifter can be anyone.

Listed below are common shoplifting methods used:

1. Customer who takes an unknown quantity of merchandise into the restroom
2. Diversionary actions, such as fighting, physical disturbances, suspicious movements to draw your attention
3. Customer makes requests that make it necessary for the associate to leave the sales floor or asks to see more merchandise, so that it is impossible to control
4. Customer carrying items from one area ot the other, making numerous trips to the same area (looking for the right opportunity)
5. Groups or gangs that split-up upon entering (difficult to watch all of the group members)
6. Customer who doesn’t want assistance
7. The try-on artist who will try on merchandise and simply walk out, or will try on merchandise and conceal it by putting their own clothes on over the stolen merchandise
8. The “early bird” and “last minute” shopper (taking advantage of assoicate inattention)
9. Customer who stands very close to or leans up against merchandise.
10. Customer who repeatedly drops merchandise (looking for an opportunity to conceal merchandise)
11. Customer who takes off their coat and carries it over their arms and occasionally lays it down on top of merchandise (they pick-up some merchandise along with the coat or conceal stolen merchandise under their coat)
12. Customer wearing clothing not appropriate for the season/weather (coat in summer, etc . . . )
13. Customer with bags, umbrellas, etc . . .
14. The switching of price tags
15. Customer who inspects several garments at one time
16. Customer who blocks the view of the associate (this can be accomplished by using an accomplice or other customer)
17. Concealing merchandise within or under merchandise that is being purchased
18. Hiding merchandise in pockets

Many shoplifters use a variety of different tools.  Some of these tools may include:

1. Booster Bag – this is a bag, box, etc. that is lined with aluminum foil or duct tape to prevent the E.A.S. alarm from sounding
2. Large pockets, long sleeves, knitting bags, hats, newspapers, gloves, handbags, boxes, shopping bags, luggage, umbrellas, baby strollers and carriages
3. Fake pregnancy (provides a hiding place)

These are just a few of the shoplifting methods/tools used by shoplifters.  Remember that the shoplifting methods/tools used are limited only by the imagination of the shoplifter.  Also remember that an innocent shopper may appear to be a shoplifter because they act in the above fashion or may possess what appears to be “tools”.  As an associate or loss prevention agent, you must witness the selection, concealment and passing of all points of payment for a shoplifting to have occurred.  Although this may vary from state to state, it’s a safe method to use to keep you out of a legal mess.

Shoplifting Detection vs. Shoplifting Methods:

1. The inventory shrinkage report may indicate a shortage
2. The E.A.S. alarm is sounded
3. Finding empty tables, peg hooks, displays or boxes
4. Price tags and/or sensor tags hidden or discarded
5. Used merchandise left behind
6. The hurried departure of a customer
7. Numerous requests for refund without cash register receipts
8. An overly nervous customer
9. A customer who refuses assistance
10. A customer who appears to be looking at everything except the merchandise

Please watch for our next blog entry, which will cover shoplifter apprehensions and preventative measures.

Please take time to check out some really neat arrest pictures at http://www.freakingnews.com/Arrest-Pictures—1919.asp