ASCONIA Retail Security Consultancy Blog

  ASCONIA Retail Security Monthly blog 

It's been a busy year so far for ASCONIA and long may it continue. Within the last few months we have been conducting Loss Prevention Audits, Advising Security companies about retail security and we've been invited to give a Retail Security Presentation at a conference in the City. So we thought that we'd put pen to paper or finger to keyboard and write a blog explaining what we've been up to and provide our expert opinion relating to some retail issues within the UK.

Recently we have been providing our expert advice to another security company assisting with the creation of company policies and security. ASCONIA were asked to provide our knowledge relating to smash and grab incidents, how these can be deterred and what retailers should be doing after they have been targeted. We were also asked to assist with writing a Smash and Grab policy.  

We have recently been asked by two high profile retailers to conduct Loss Prevention Audits within their flagship stores based within the Oxford Street and Bond Street areas. Both Loss Prevention Audits identified previously identified security issues that had not been resolved and some new ones that the client is currently reviewing.





Loss Prevention Audits identify where losses are being made within your store and recommend how those losses can be reduce.
For more information please email info@aconia.co.uk or check ASCONIA Loss Prevention Audits

A Retail Security Training course has recently been attended by security officers in the London area working for a prestigious retail store. Most of the security officers had SIA Door Supervision Licenses, but not the required retail knowledge to complete their duties to the clients standards.  At the end of the course positive feedback was received from the security officers, stating that they had learnt a lot and that they were now confident that they had the required knowledge to complete their duties.

Hull Shoplifter suspect dies in escape bid

Recently a shoplifter being pursued by security drowned in a river. With no intent to criticise the security officer involved or his company or the retail chain employing the security company procedures need to be reviewed
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Value of the product stolen. Although no value of product is worth someone's life, the question has to be asked if the value of the product warranted the security officer leaving the store and pursuing the shoplifter.

Security Officers safety. We always training security officers attending our courses not to peruse a shoplifter further from the store than is safe or that you can see the store. It is not known if the shoplifter was meeting colleagues Was the security officer Had the police or back up been requested.

Staff safety. It is not known what the security officers primary duties were, the safety of staff or to prevent losses. If the security officers priority was the safety of staff, unless colleagues remained in the store this was not achieved. If the priority was the protection of stock, could the shoplifter of been deterred before leaving the store?

It is an unfortunate incident and one that every security officer has in the back of their mind when pursuing a shoplifter, what will happen if/when the shoplifter is caught and can the shoplifter be detained safely. Our intent is not to proportion blame with any parties involved, but to identify that existing policies need to be reviewed.

Prolific Shoplifter banned from City Centre

A prolific shoplifter in Cardiff has been banned from every retail store within the City Centre. Is this the future of solving persistent shoplifters? The sceptics amongst us would identify that this would move the shoplifter to another area, only moving the problem from Cardiff to another city or town. Many police commanders have the not in my borough philosophy that could hardly be described as solving the problem or going forward. It is not the police commanders fault that they are assessed on statistics to assess if they are doing a good job and it could be presumed that it would be more cost effective to move the problem than solve it.

The Average Shoplifter

The Average Shoplifter

Despite many misconceptions there is no stereotypical shoplifter, shoplifters can be male or female and of any ethnicity, their appearance also bares little indication as to whether someone is a shoplifter or not. The myth that all shoplifters wear track bottoms and hoodies is also misleading. High profile celebrities are among the homeless and less well off regular shoplifters.

The Average Shoplifter

There are many methods used by shoplifters to steal products often depending on which category of shoplifter they fall into;

• Opportunist - will steal products that are the easiest to steal.
• Professional - usually steal to order.
• ORC - Organised Retail Crime - steal high value products in high quantities.
• Kleptomania - impulse to steal that cannot be controlled.

Some shoplifters can be identified by monitoring the customers body language. Looking for these tell tail signs indicate the customers intentions are suspicious;

Suspicious body language

• Avoiding eye contact with staff and other customers 
• Selecting products and checking for security tags
• Looking around the store for CCTV and staff
• Selecting high value products and dumping with low value products 
• Selecting high value products and walking around the store

Product selection

• Selection of high value product 
• Selection of several high value products
• Checking product for security tags

Concealment

• Bags
• Newspapers 
• Boxed - trolleys or baskets
• Pushchairs

Professional shoplifters are aware of their body language and avoid looking suspicious, the best deterrent being customer service and having staff present near high value products that have high losses within your store. 

Written by: A Shermer

Retail Security Consultant with ASCONIA 

(The above information is an exert taken from the retail security training presentation provided to retailers by ASCONIA Retail Security Consultancy www.asconia.co.uk )

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Deterring shoplifters and encouraging customers

Most retail stores rely on regular customers, customers returning week after week. As a manager or member of staff do you communicate with your regular customers to identify why they keep coming back, if they can find everything that they are looking for and making the customer feel special. This is combining customer service with analysing how the business can be improved for the customer. 

Providing customer service is an effective tool to reducing shoplifting. Although all shoplifters have different MO's (Modus Operandi) very few enjoy interaction with staff. There are variations as to what time shoplifters target stores and if they prefer busy trading periods or quieter times, numbers of staff on the shop floor can effect a shoplifters pattern. It is wrong to say that all shoplifters shy away from interaction be it with fellow customers, staff, managers or security guards and use the communication to identify themselves as a normal customer. These are known as confidence shoplifters are often hard to spot and enjoy talking to staff or other customers to create a cover and blend in.

Loss Prevention specialist Larry Miller CEO The Retail Control Group, encourages staff and managers to greet regular customers especially if they are thought to be shoplifters. The conversation must establish several key factors;

• The customer has been before and are recognised.

•  This is your store and that you work hard as a team to ensure the store provides great customer service.

• Has the customer found everything that they are looking for.

• You and your team will be close by to help as soon as required.

The aim of this discussion is to bring to the suspicious customers attention that your aim is to provide customer service and that you have recognised the customer from before. You have seen the customer looking at certain products and do they need help. Informing the suspicious customer that you and your team will be close by.  Most customers intending to steal will be deterred by this and leave the store. Customers intending to purchase products will be pleased that you have engaged with them and make them feel valued.

For more information on how Retail Security Training can help your store to increase profits by reducing losses, contact info@asconia.co.uk

Prevention cheaper than the cure

Is Retail Loss Prevention better than cure.

These tough economic times continue hitting retailers among the hardest of businesses, forcing smaller and some large name brands to close within high streets. Theft/shoplifting or shrinkage is impacting on these stores figures, profits and losses. Losses can be reduced by either prevention or cure.

Prevention - training staff to identify potentially suspicious customers through staff training and deterring suspicious customers and potential shoplifters is more cost effective than the cure. CCTV, EAS (Electronical Article Surveillance) systems and security officers sometimes deter shoplifters, but due to the cost are usually limited to larger retail chains and stores

Cure - identifying and detaining the shoplifter, informing and waiting for the police to attend. Reviewing CCTV and providing a statement to the police. Attending court if a PND is not issued. The cost of the cure usually outweighs the cost of prevention.

Statistics compiled by the BRC (British Retail Consortium) indicate that in 2010 - 2011 the average shoplifting spree cost retailers an average of £85.00 per incident and internal theft £342.00 per incident. Whatever your thoughts on prevention or cure, something needs to be done to increase profits by reducing losses.

The importance of staff Retail Security Training

Brand and image are important and impact on customer loyalty that effects footfall, failure to maintain the brand can lead to a reduction in sales. Many retailers spend large amounts on marketing the brand to increase sales. Negative advertising of the brand is detrimental to sales.

A regular customer upon leaving Superdrug was stopped by police after being accused by staff within the store of stealing jewellery. After police checked the CCTV it became apparent that the customer had not stolen any products. Customer slams Superdrug over false shoplifting allegation

From reading the article it appears obvious that staff did not follow the ASCONES procedure and jumped to a conclusion without any facts. This could of occurred for several reasons. The staff have not been trained in retail security or ASCONES. The staff have not received regular refresher training, or the staff were unaware of the policies and procedures relating to suspected theft.

It is easy to criticise the staff after the incident occurred and from the office stating what they have done wrong. Rather than criticise the staff lets look on the positive side and how we can move forward. Rather than let the suspect get away, the staff acted, with hindsight it would of been better if the suspect customer had not been stopped at all. This comes down to training and giving the staff the knowledge to make informed decisions on when to stop and when not to stop suspicious customers.

ASCONIA Retail Security Consultancy provide retail security training to staff, managers and security officers across the UK, that ensures that staff understand retail crime and how to detect and reduce the negative effects it has on your store. Increase your stores profits by reducing your losses. Contact info@asconia.co.uk for more information.

Main reasons for loss in a small business

 

Lack of or non-compliance to policies and procedures are the main reasons for loss in a small business environment. The size, industry or type of retailer does not mean that losses do not occur. Small businesses are certainly not immune to theft and are often viewed as an easier target.

All businesses should have a loss prevention culture. All associates within the store should have an understanding of how loss occurs and the methods of preventing loss from occurring.

ASCONIA Retail Security Consultancy Loss Prevention Audits can provide you with the tools to develop a culture of loss prevention within your store. As your business grows, so can our solutions to fit your needs. We can help you increase your profits by reducing your losses.

Retail Security staff training

Bad customer service puts off customers and encourages shoplifting. Many retailers provide customer service training to staff, how many provide retail security training? Good customer service increases sales and with retail security training can decrease losses. Training staff in retail security is cost efficient and often cheaper than other crime reduction initiatives.