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