DO YOU HAVE A ROBBERY POLICY?

shoplifting6Like it or not, there exists a chance that your store will fall victim to an armed robbery. Why? It’s very simple. Your store has money inside. There are those that refuse to work for a living and will resort to a robbing innocent people like you and me. What would you do if faced with that situation? Would you, or your employees know what and how to react in order to prevent injury, or loss of life? Do you have a robbery policy in place that all employees are familiar with? If not, well, it’s time to put pen to paper.

Just within the past month, one of my stores were robbed by tow gunman during business hours. Two men walked into the store, approached the cash office with guns drawn and demanded our money; my money. Luckily, my employees did exactly what they were trained to do and the goons left before anyone was injured. Sometimes, retailers aren’t so lucky. There was a recent story on local news where the same situation occurred at another store and the owner fought back. Unfortunately, it ended in tragedy when the robbery turned into a homicide. That’s not something I ever want to go through.

If you’re created a new robbery policy, I’ll give you some points to consider. Most importantly, there is nothing in the store worth losing your life over. Nothing. Nada. Zip. Zilch. Everything inside those four walls can be replaced. You, your employees or a customer cannot be. In your policy, you should explain that. Train your employees to comply with all demands and get the thieves out of the store as quickly as possible. Most importantly, do not call 911. It’s going to be automatic for people to start pulling out cell phones. DON’T! The response time to a robbery in progress call will be hot and heavy. You don’t want the police showing up with gunmen still in the store. There could be a shootout, potentially hurting people in your store, or you could be faced with a hostage situation. Neither are great, so get them out of the store as quickly as possible. This is why you have CCTV cameras!

In your policy, you should also include an after action plan. For example, what on Earth is that manager, or supervisor on duty supposed to do after being robbed? As calmly as possible, close the store, and ask all customers to come to the front. Inform them that the store needs to close due to a police investigation, however if they would like to give a statement to police, they are more than welcome to do so. Next, move all of your other employees to a common area of the store, away from the crime scene. You’ll probably want to start counting money to see what was lost, but don’t. Remember that your store is now a crime scene and you won’t want to tamper with any potential physical evidence. The police will tell you when they are ready for you to calculate your loss.

Long term, you may want to contact your HR department if you have one, as there may be some employees, especially those who were the actual victim, who may need some counseling. Everyone reacts to these types of situations differently and it’s important that you understand that your employee has just gone through an incredibly stressful ordeal and may need time away from the store to process what happened. While a robbery may not be something that ever crosses your mind, it can happen. Having a policy in place and having your employees well trained on that policy can very well save a life one day. Remember, nothing inside those four walls is worth dying for.


PROTECTING YOUR INVESTMENT FROM LOOTERS

shoplifting4I watch and read the news every single day. I like to stay abreast of things that are happening in my communication, as well as issues affecting the nation. Recently, I’m a bit fed up with what I see. It’s not what’s being reported that gets me so red hot, but the reactions of called “protesters” to perceived injustices. I will never understand how a protest against something can turn into a riot and spur mass looting.

Look at the recent cases of civil unrest in cities across the country and you’ll see one commonality. “Peaceful” protestors, that almost always evolve into gangs of thugs who choose to loot and destroy businesses. You see the cities on the nightly lights. You watch in horror as lawless bandits bust out shop windows and even see those walking down the street with big screen televisions sets, and even some cases, setting stores ablaze, for no practical reason at all. More disturbing to me is that the majority of these stores affected are small businesses, like yours.
So is there anything you can do to prevent your business from falling victim to this? Yes, Absolutely there is. Take a look at some ways to harden your building and make it difficult for not only looters, but the average burglar, or robber, to damage your store.
First and foremost, if you don’t already have a CCTV system installed, get one. I’m serious. Unfortunately, this is no longer a luxury, or a good idea. This is a necessity. A good system will only run you a few hundred bucks and I will personally guarantee that it will pay for itself over, and over and over again. There is not greater piece of evidence in a court of law than video of a crime being committed. Eyewitnesses get details wrong; a camera doesn’t lie.
Second, take a look at the exterior of your building. Do you have glass windows or doors? If you really want to protect your store, you should invest in a good roll-down type door. Not only are some of these virtually impenetrable to a person, they can be great for when Mother Nature rears her ugly head. At the first sign of trouble, a flip of a switch can all but guarantee the safety of your store. Additionally, lots of stores have concrete bollards in the front to prevent an automobile from driving through the front doors. Whether it be an accident, a “smash and grab robbery,” or during a looting incident, a good bollard can stop a car dead in its tracks.
Now those are some great ideas to the more common ways our businesses are impacted. Lots of store owners often overlook one very simple, but very important piece. Data. Chance are, in your store, you have an office. In that office is a computer with all sorts of proprietary information. Whether it be salary information, employee records, sales and financial data, or your customer’s information, you have an obligation to keep that secure. If I walked into your store right now and stole every computer and every hard-drive in sight, what would happen? If you aren’t backing up your data somewhere off-site, you could be in a world of trouble should this happen to you. I recommend to anyone, to always back up any data to a place that isn’t in your store. There are several hundreds of reputable and safe companies that can handle this for a very small fee. Trust me, it’s worth every penny.
While the very likelihood of your business falling victim to looting is slim, it can happen. You should be prepared for anything that may come your way. In the blink of an eye, your city and your street could be playing host to violence and destruction. You should always be prepared to protect yourself, your employees and the future of your business. Don’t let some gang of bandits bankrupt your business.


Managerial Isolation = Fraud Opportunities

theft (13)There’s been a lot of research conducted, Dilbert cartoons drawn and articles written about the isolating effects of the cubicle culture in business.  This conversation has expanded lately to include increasing awareness of and concerns about the growing trend toward group management — managing people as a group rather than as individuals.

Proponents of this style suggest that supervising people as a group is a more contemporary, efficient way to allocate time and money.  Communication is primarily done via emails, memos, texts, social media, conference calls and meetings.  The thinking behind this concept is that people will become more independent with less oversight.

The premise that employees will step up and become more responsible through limited leadership or leaderless teams is actually an old one, which has been tried with limited or no success.  The idea that people are just waiting for and will happily seize the opportunity to be honestly self-determining is flawed, because it ignores basic human nature.

Isolating managers from employees doesn’t take into account that, depending on the study, 75% — 85% of people say that given the right circumstance they have or would commit occupational fraud.  That they have in the past and/or would in the future steal time, money and property from their employer, even one they like working for.

Occupational fraud is something most businesses have had, are having or will have.  Involved, aware and reasonable management is the first and best line of defense in making sure the right circumstances (motive, means and opportunity) don’t occur.  Good management requires knowing your people, a well thought-out and monitored security plan, and consistent checks and balances.

It’s common for employees to talk about how they “would do things better” if they had more power, don’t be fooled by it.  Only 34% (CareerBuilder, 2014) want to be bosses, and many of them aren’t doing anything to make it happen.  The reality is that most people want to do their jobs without increased responsibility for themselves, just for others. 


Nicole Abbott is a writer and psycho-therapist with over 20 years of experience in the fields of mental health and addiction.  She’s an educator, consultant, lecturer, trainer and facilitator, who’s conducted over 200 workshops, trainings, presentations, college classes and seminars. 

Shoplifting Prevention and Your Store Policies

shoplifting4

Video surveillance has been considered for many stores a way to stay abreast criminal acts against their businesses.  Shoplifting is crime that is constantly jeopardizing profits for many stores across the world, video cameras and other means to prevent shoplifting have helped stores fight this crime, but is always a battle that is changing with new technology coming into play.  Posting and knowing the policies and procedures that govern your retail stores concerning shoplifting, can help keep your employees safe and your store from becoming a hang out place for shoplifters.

Read more about this and other topics by following the links below.


Macy’s employee stabbed trying to stop shoplifting at D.C. store, police say

A Macy’s employee was stabbed in the shoulder Tuesday afternoon as he tried to prevent a suspected shoplifter from leaving the store’s downtown location near Metro Center, according to D.C. police.

The worker was not seriously injured and the suspected stabber was arrested, police said. The incident occurred about 3:30 p.m. near the store’s entrance in the 1200 block of G Street NW, along a street lined with stores four blocks from the White House.

Lt. Sean Conboy said police could not immediately provide any information about the person who was arrested.


Taking steps to prevent shoplifting

In early July, $3,000 in designer dresses, slacks and jackets were stolen from ADORE Designer Retail Boutique in Cary, one of Nancy Alinovi’s two consignment shops in the Triangle. She still feels sick about it.

“It’s just this feeling in your chest,” she said. “It’s not a victimless crime.”

Alinovi said it will be two months before everything returns to normal at the family-owned boutiques, which cut prices in order to stay afloat after the theft. Her experience shows the toll shoplifting takes on small businesses, where margins are small and business is personal.

There were 582 calls to the Raleigh Police Department regarding shoplifting in the past year, said Jim Sughrue, department spokesman. They run the gamut from family-run gas stations to department stores, he said.

According to a National Retail Federation’s security survey, shoplifting accounted for 38 percent of the $44 billion in retail inventory loss due to crime in 2014.


Focus on shoplifting

Police nab thief with aid of video

Video surveillance was a key factor in the arrest of a Grand Falls-Windsor man Aug. 9 after he was caught on film on three separate occasions stealing from local businesses.

Grand Falls–Windsor RCMP arrested and charged the 27-year-old with theft under $5000. He was released from custody, placed on conditions and scheduled to appear in court at a later date.

Grand Falls-RCMP also dealt with a number of assault and disturbance cases among the 68 calls for service fielded at the detachment between Aug. 3 and Aug. 9.

On Aug. 4, the Grand Falls–Windsor RCMP arrested and charged a 30-year-old Grand Falls–Windsor resident for uttering threats. The male had written a letter threatening to kill a local female.  The male is scheduled to appear in court at a later date.


Credit Card Fraud and the Rollout of EMV

shopliftingSome major changes are taking shape this year to help combat the ever rising prevalence of identity theft and credit card fraud. With it comes some confusion for the small business owner. Credit card fraud (duplicated cards, cloned credit cards, data breaches…etc) losses mount in the hundreds of millions of dollars every year. The numbers are doubling every couple of years. Chances are, you’ve been the victim, you’ve known someone who’s been a victim, or someone (or a group of someones) have used fraudulent credit cards in your store before. The new EMV (Europay, MasterCard and Visa) aims to derail these operations by installing a tiny computer chip on your credit card, instead of using a magnetic strip (which can be very easily duplicated). The “deadline” issued by the major credit card companies is October 15, 2015. That doesn’t mean everyone will be onboard though. You can bet that those large retailers will have the new software and POS systems in place, but where does that leave small businesses? What can you expect from this? And the big question is, how much is it going to cost you?

Basically, the United States is behind most other countries in the developed world with regards to credit card security. It’s time for us to play catch-up, but it could lead to some pretty substantive business expenses. Currently, cards issued in the US have a magnetic strip on the back of the card, which is swiped at the point of sale. That magnetic strip contains unchanging data. If a fraudster (think massive data breaches over the last few years), gets the information contained in the strip, credit cards can be duplicated, replicated and counterfeited, and thus the booming fraudulent credit card industry is born. It’s such a problem that law enforcement is overwhelmed. It’s impossible for them to investigate every time a card is used; they simply do not have the resources. Federal agencies focus on the counterfeiters themselves, but more often than not they are made overseas, far out of the reach of US prosecution. Enter EMV.

New cards, which have already begun hitting consumer pockets, will have a tiny computer chip embedded in the card. At first, they will also contain a magnetic strip (a backup until all businesses are 100% compliant). Unlike the strip, the computer chip will be inserted into the businesses POS via a card reader and a unique transaction code generated for each transaction, making cloned or counterfeit cards virtually impossible. It means a more secured card and less risk on the back of the issuer. In addition, the liability of loss will eventually shift from the issuer to the less EMV compliant party (the business). Basically, if a fraudster uses a fraudulent credit card in your store, you very well could be liable for those charges if you don’t have the proper technology installed.

This radical shift has both positive and negative impacts. First of all, it will reduce brick and mortar credit card fraud. On the opposite side, it will more than likely push the fraud to an e-com platform. Europe has seen this happen over the last few years. This will no doubt happen here as well. Criminals will always find a way. Second, small business owners like yourself will have to incur the cost of updating your payment processing systems. In some cases, it may be a few hundred dollars, but the costs can spiral into the thousands depending on your particular business and how your POS is currently set up. While I think this was a great step in the right direction to minimize fraud, I think the small business community will face some initial costs associate with the transition, as well as a tad bit of frustration.


Take a Bite out of Shoplifting – Literally

shoplifting5Shoplifters are great. Well, not great for business, but great for laughs sometimes. Most of the times, shoplifting incidents are pretty serious business. You’re confronting someone who has just committed a crime. You don’t know their state of mind and you definitely don’t know what they are capable of. I’ve personally been pepper sprayed by a shoplifter as they tried to escape, along with seeing countless managers suffer the same fate. Often suspects immediately want to become physical and more simply will flee the store. Every now and then karma and a little luck is on your side.

I was training a new LP agent last summer in a very active market. It was day four of our training and she had already thrown a half dozen folks in jail. So far, no problems, this particular agent was an attractive young female who didn’t take lip from ANYONE! It was amazing how many shoplifters hit on her… but we’ll save those stories for another time. The clock was ticking away and it was just about time to call it a night when one of our frequent flyers entered the store. I had busted this guy on no less than three previous thefts and he was definitely a runner. I had my new agent begin observation while I contacted the police. At the very least, I was going to charge him with trespassing. 

About 15 minutes goes by and like always, the shoplifter starts loading his pants up with electronics. About this time, the police were arriving, so I went outside to inform them of the situation and wait for the thief and my agent to exit the store. Well, she didn’t disappoint. Our thief exits, but completely ignores the agent and takes off running. The next thing I know he’s gone. He’s hiding around the vehicles in the parking lot, but we can’t seem to find him. The officer gets on his loudspeaker and announces that he’s going to let the K-9 unit loose if he doesn’t turn himself in. No answer. 

Standing a full 3.5 feet tall and weighing in at about 120 pounds, K-9 Officer Scout is ready for action. This is a game for the pooch and I can tell he’s ready to play. Within seconds of jumping out of the patrol car, he and his handler are on the scent. Like a scene from a movie, out of nowhere, the shoplifter emerges. Only… he doesn’t surrender. In true idiot fashion, he starts sprinting across the parking lot. I don’t care how fast you think you are; you will never outrun a German shepherd whose sole purpose in life is to take you down. And take him down he did. When the handler finally reached the scene the shoplifter had a knife he was trying to stab the K-9 officer with. Not only did this shoplifter go to jail with some pretty serious bite wounds, he also got to feel what 100,000 volts of electricity from a Taser felt like. 


Shoplifting Apprehension that Turn Violent

shoplifting5Over the past two years or so, I’ve managed well over 1,000 shoplifting cases. Just like any other job, it starts to become a routine. You watch for selection, intent, pass the points of sale, exit. Approach, process, and on to the next one. It’s strange that in my line of work the daily routine is based solely on someone committing a crime. Well, what happens when the apprehensions is not so routine? What should you, or your team do if a shoplifter becomes confrontational, or even physically violent?

I’ve seen several instances of shoplifters becoming physically violent in the very recent past. Member of my team, including myself, have been physically assaulted and even pepper sprayed by shoplifting suspects. I’ve even see greater acts of violence at surrounding retailers. Is that really worth a $50 item? Absolutely not. We are seeing very often that drug addicts, who are stealing to support their habit are committing these crimes. Their minds are focused on their addiction and they will do whatever is necessary to avoid capture, even if that means harming you or a member of your team. The best defense is always a good offense, and the first step in remaining safe in this climate is to analyze the risk associated with each and every shoplifting detention.

I train my teams to analyze the inherent risk of a stop on two simple factors. 1) What is the item being stolen? Is it on its own a weapon? 2) The perceived state of mind of the suspect. Does your suspect appear to be under the influence of drugs, or alcohol? If you can answer yes to both, then there’s a higher chance of the risk of violence and it may be a better idea to allow law enforcement to intervene. I stress this every single day with my team. They all know that there is nothing in that entire store that is worth jeopardizing their safety. Sometimes, though, violence may come from the most unsuspecting source, and you should know how to react during these instances.

If you find yourself in a situation when confronted at the time of apprehension with violence, you should immediately terminate the apprehension and allow the suspect to leave… with or, without the merchandise. Never should you put yourself, your team or your customer’s safety in jeopardy over store merchandise. If you’re confronted and need to defend yourself, then do so in as safe a manner as possible. Training your LP staff in a basic self-defense course is a great tool that is being more widely adopted at more retailers.

In addition to those common sense steps, your company should also have clearly written and accessible policies regarding shoplifting apprehensions and the use of force. If you are in charge of these policies, you should set a clear expectation of how store personnel should contact a shoplifter, as well as details regarding the use of force. The last thing you want is for an employee to get severely injured while trying to protect assets come back with a lawsuit claiming they were subjected to an unsafe work environment. Without clear, written policies, that could be a reality.

Criminals will continue to steal, and a percentage will no doubt become violent in some way. In the LP filed, it is an occupational hazard. With the proper training and common sense policies, you can ensure the safety of your teams. Several states are also currently looking into passing new legislation that would enhance the charge for shoplifters who assault an LP agent. Some states also have laws on the books that turn a shoplifting into a strong arm robbery under these circumstances. If these were to become a nationwide standard, we may be able to start reversing this very disturbing trend.