Why Teens Shoplift

May 19, 2014 by Leave a Comment

theft (13)Shoplifting is so common among teenagers that many people considered it a rite of passage from adolescence to adulthood.  It’s estimated that 80% of teens have shoplifted or been with someone else when they have.  Some experts see it as a normal developmental phase.

While shoplifting can be a sign of a delinquent or “troubled teen”, the majority of teens who do it would not be classified as such.  Contrary to the stereotype most teens who shoplift are not troubled.  The majority of teen shoplifters have poor impulse control and/or decision making skills which are commensurate with their age.

It’s difficult for parents, business owners, security people and teachers to identify teens who are shoplifting because there’s no standard profile; it cuts across age, sex, race and social economic class.  There are many reasons why an adolescent shoplifts, which also makes it difficult to create a representative profile, here are some of them.

  • Rebellion – This teen is “acting out” at someone and/or something.
  • Thrills/Euphoria – Shoplifting can be a dangerous and exciting activity accompanied by a pleasurable physical reaction, a high caused by an adrenaline surge.
  • Peer Pressure – Social group is essential to some teens and if their friends do it then they do it to fit in.
  • Cry For Help – A small number of teens shoplift to get caught.  Consciously or subconsciously they’re hoping to bring attention to a difficult or abusive situation.
  • Sense of Control – Some feel a great deal of stress and anxiety.  Stealing gives them a feeling of control over their environment, which decreases the stress and anxiety.
  • Attention Seeking – This is a way to draw attention to themselves, to be cool.
  • Targeting Specific Merchandise – These teens steal to keep up with current trends (i.e. electronics, clothes, shoes) they can’t afford.
  • Drugs/Alcohol – They may shoplift when high or drunk. Or they steal to support a habit by selling the merchandise.
  • Kleptomania – A psychological disorder in which the person can’t resist the compulsion to steal.  It’s very rare in teens and must be diagnosed and treated by a professional.

Understanding why a teen steals and addressing it is important, it can be a valuable life lesson for most of them.  However, understanding it doesn’t excuse it.  When they get caught consequences should be meted out immediately.

Teens should have no doubt the store, their parents and the legal system all take the behavior very seriously and that the penalties will increase with each offence.  No matter the “why” there will be no sympathy or tolerance for repeat offenders.  The trail from adolescence to adulthood is paved with consequences.

Nicole Abbott – writer, educator and psycho-therapist

 

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Shoplifters – Understanding Who The Enemy Is

May 6, 2014 by Leave a Comment

theft (12)When I was in the Military I was taught that to prevail on the battlefield I needed to understand who our enemy is. By better understanding them we could more easily defeat them. We could bring the correct amount and type of resources into combat to achieve victory.

I have found that this strategy also applies to business. In this case we have to understand shoplifters, if we are going to defeat them. Retailers tend to lump all thieves into the same group, shoplifters. Or they understand that there are professional shoplifters and all others. There are actually three types of shoplifters: Impulse, Amateur and Professional.

Each of these types of shoplifters steal for different reasons and in different ways. Impulse shoplifters can be stopped with techniques that will not work on the other two groups and so on. There are also commonly used items that a Retailer believes works, but are absolutely worthless on every type of shoplifter. An example of this is a sign that says something like “Shoplifters will be prosecuted”. Shoplifters are not afraid of signs or what they represent. They already know this.

So let’s try to understand the enemy.

IMPULSE SHOPLIFTERS: This is probably the largest group. These are people that will steal only, if we give them the opportunity. While in your store to purchase something they see another item they want but do not feel like paying for and the opportunity presents itself to steal.  They did not enter your store with the intent to steal. They may even then go through the POS and purchase other items they came in for. Most of the time the merchandise they steal from you is for their own use. As an example, I caught a shoplifter stealing a $1.00 fishing lure from a sporting goods department. When I stopped him at the doors, he had gone through the POS and purchased other items and he had over $100 in cash on him. But yet, he stole. I told him that it was good that he had the cash on him as he could use it towards bail.

Most impulse shoplifters can be deterred by simply greeting them when they enter your store and/or regular customer service contact on the sales floor. Studies have shown that if greeted, the impulse shoplifter will most likely not steal during that visit because they have been recognized.

AMATEUR SHOPLIFTERS: This type of shoplifter enters your store with the intent to steal. However, the merchandise is also for their own use or maybe for a friend or relative. It is unlikely they would have any professional shoplifting tools on them. But they may use a baby stroller, bag or backpack in addition to their pockets to conceal the merchandise. Unlike an impulse shoplifter they may be with another person who has knowledge of or is also involved. Amateurs take a higher level of customer service to stop. It may be necessary to overtly let them know that you are on to them.

PROFESSIONAL SHOPLIFTERS: As much as we see about them on TV there are not as many as the other groups. However, a professional can do a large amount of damage quickly. Professionals steal from you for a living. They profit ten cents on the dollar of what they steal and pass off to someone else that sells the merchandise. Professionals can bring shoplifting tools with them that can include booster bags and clothing, jackets that have been modified to hide stolen merchandise, etc. They will also use baby strollers, backpacks and shopping bags from your store or other retailers to conceal merchandise. Pros can be easily stopped with aggressive customer service and the use of a Checkpoint System and Alpha High Theft Solutions products. Because this is what they do for a living, if you can make their life difficult, they will go elsewhere. This is because they have to steal in volume.

The solution to shoplifting is twofold. First, a strong customer service program including follow up attention to each customer. The difficulty with that is we do not have the payroll to keep as many trained staff members on the floor, as we would like just to handle legitimate sales activity, let alone shoplifters. We cannot be everywhere at the same time. So the second half of the solution is a Checkpoint System. Tagged merchandise is protected 24/7. If a shoplifter attempts to conceal and then steal the merchandise, the Checkpoint system goes into alarm, alerting staff. Dozens of different types of Alpha products can be used to protect merchandise that is more difficult to secure.

If you would like more help on stopping shoplifters once and for all call us. 1-770-426-0547

Sell More, Lose Less!

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Discourage Shoplifters With Good Customer Service!

April 22, 2014 by Leave a Comment

theft (5)When shoplifters steal items from a store, it is not only a loss of the capital used to buy the item but the potential earnings from the sale of said item are lost as well. In addition to the hassle caused, the lost income can force business owners to increase prices all around if the problem becomes rampant; the money needs to be made up somewhere and usually it is passed on to the customers in the end. Luckily, there are easy ways to prevent shoplifting when everyone who works at the store is on the same page.

A shoplifter’s worst nightmare is being recognizable. That is why they usually try to stay under the radar and remain out of the way of store clerks and salespeople. Therefore, one of the best ways to deter potential shoplifters is through stellar customer service; by being visible to all customers, you will give the impression that you know what is going on in your surroundings. By promptly greeting each and every customer that enters your store, you will make it known that you are aware of their presence.

However, it is important not to hover over customers as to make them feel like you are overly suspicious; innocent customers will be annoyed whilst seasoned shoplifters may be provoked to find a way to steal just in spite of you. The best way to go about this is to just be friendly and offer your assistance to everyone; let the customers know you are available and ready to help as soon as you are needed. An added benefit to this method is that real customers will feel even more welcomed in your store and thus are more likely to make a purchase.

Every clerk in the store should prescribe to using great customer service in order for this method to be effective. Seasoned shoplifters often stake out their targets before making a move and so they will wait for a “weak link” among the staff to be working; if everyone delivers the same great service, there will be no weak spot for them to take advantage of.

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Shoplifters: To Prosecute or Not, That is the Question!

April 4, 2014 by Leave a Comment

law-3Many Retailers struggle with this question. The decision can be fraught with indecision and even fear. “What if I am wrong?”, “Is this the right thing to do?”, “How will this impact my business?” These are all valid and important questions. Let me first say right up front that as a business owner, consultant and LP Executive, I firmly believe that you should prosecute each and every time. Let me give you some food for thought. After dealing with shoplifters for the last 35 plus years, I see four areas that you should consider when trying to decide whether or not to prosecute.

1             Legal – Every U.S. State has different laws in dealing with shoplifters. However, most of the laws are similar. Most States have what is commonly referred to as “Merchant Laws”. These laws generally protect the Merchant from criminal or civil liability if they follow the law in that State. That means in most cases that as long as you treat the shoplifting suspect fairly, you are free to investigate, if they stole from you or not. If you conclude that they have, then you should call the Police. When you do call the Police, you should never accuse anyone. Let the Police make their decisions based on the evidence presented. This way you are letting the Police do their jobs and it is the State, County or City that is prosecuting. If you are not sure about the laws in your state, go to your States Sectary of State website and search for shoplifting or theft laws.

2             Precedent – If you do not prosecute, word spreads quickly that you are an easy mark and this will actually attract more shoplifters to your store. This happens because shoplifters do talk to each other. If they know the worst that will happen is a warning from you, then the flood gates are open.

3             Prevention – Although similar to precedent, prevention is more about how you and your company deal with shoplifting overall. Our goal is to stop the shoplifter before they even try to steal. We do this with a variety of techniques. To begin with the physical store layout, customer service techniques your staff uses and the Anti-shoplifting equipment such as a Checkpoint System all combined create your stores prevention environment. This environment gives you more ability to prosecute in a business-like manner. This tells the Police, Prosecutor and the Courts that you have a defined way to not only discourage shoplifting but to detect and handle it. I cannot stress prevention enough. More prevention equals less shoplifting equals less prosecution.

4             Emotion – Whether we admit it or not emotion comes into the decision to prosecute. Anyone that steals from our stores is essentially stealing from our pockets. This applies equally to owners, managers and store staff in some form or another. They have taken something from us that has cost us. This may mean the difference in staying in business, if we make a profit, sales numbers or even have a job. Getting angry at the individual shoplifter is counterproductive. Do not “attack” the shoplifter either verbally or physically. Rather treat this as any other business problem and solve it with business solutions not emotion. Prosecution is part of this. By the way, I believe that you should also always prosecute under age and elderly offenders. If you do not get law enforcement involved and simply issue a stern warning, you open yourself up to false accusations. Let the Police deal with this. They are equipped for it.

Overall keep this in mind that your shoplifting problem is not some insurmountable issue that you have to tolerate. Do not bury your head in the sand. Tackle it head on and you will find that your frustration will go down, profits will go up and the shoplifters will go elsewhere.

Loss Prevention Systems is here to help you! We have an all-inclusive anti-shoplifting program that consists of policy and procedure, Checkpoint and Alpha High Theft solutions equipment and shoplifting prevention training that will allow you to then focus on your core business. Call us today at 1-770-426-0547.

Sell More, Lose Less!

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The Two-Headed Monster: Employee Theft and Shoplifting

March 4, 2014 by Leave a Comment

theft (2)The big news is that in 2013 the rate of retail shrinkage continued to grow because of the continuing economic crisis.

Employee theft and shoplifting still take the largest bites out of a retailer’s profits out of all categories of shrink, combining for 66 percent of the total.

Comparing the two, employee theft and shoplifting, most people would expect shoplifting to lead the way. Statistics from the Global Retail Theft Barometer for the United States, shoplifting does win the theft race at 34 percent of the total to 32 percent for employee theft.

In frequency of instances, there are far more shoplifters than employee thieves, but the average amount stolen by employees is estimated to be 6 to 10 times the average amount taken by shoplifters.

The crime of employee theft should be easier than shoplifting for the retailer to control:  After all, the employee is a known quantity (why would any business owner hire a thief?) and his/her actions are apt to be examined at any time by management or storeowners.  Yet, employee theft continues.

If there are any recurrent themes in employee theft cases, they are these:  The employee began stealing on a small scale and increased both frequency and amounts as he/she became bolder; and the employee is generally in a position some of degree of trust and is not audited or checked up on regularly.

No retailer should assume that he knows his employees well enough to say, “Sally Salesclerk will never steal from me.  She’s my most trusted employee.”  A statement like that will only lead to disappointment. The Retailers who make these types of statements are naïve to the retail environment. There is always a threat of both employee theft and shoplifting. What separates good leaders from bad, is awareness and action.

If you are not aware of how and why employees steal you will never see it unless it hits you in the face. The very nature of employee theft is behind the scenes. So unless you know what to look for such as specific employee behavior, actions and attitudes, you will have lost a lot of money and merchandise and it will be too late. We can provide you with training that is both easy and affordable. Arm yourself with these techniques and you will win the employee theft battle.

When it comes to Shoplifters the best attack is to make their life difficult enough that they go down the street to someone else who is not prepared. This is not that difficult to achieve. Shoplifters by their very nature require anonymity and brief privacy to do their “job”. Customer service will take care of much of this. However, as retailers we cannot provide enough customer coverage as we would like because of payroll limitations. And we cannot be everywhere at one time. Camera systems are passive and are not a threat to the shoplifter and they know it. That is where a Checkpoint System comes in. A Checkpoint System is working 24/7, no holidays, sick time, breaks…

Regardless of the shrink figures, no retailer should relax his standards.  Continue to educate staff members on shoplifting prevention, install a Checkpoint System and have training and controls in place to eliminate the possibility of employee theft. Then react quickly when it is suspected. We can teach you how!

Take steps now to avoid having profits eaten by the Two-Headed Profit Monsters, employee theft and shoplifting, and reduce your shrinkage losses. Call us today at 1-770-426-0547 or email us at [email protected] and fix the problem once and for all.

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