Being a retail employee shouldn’t come with constant fears over one’s personal safety and security. But that’s the reality for provincial liquor store employees in parts of Manitoba, in particular those employed at outlets in higher-risk neighbourhoods of Winnipeg.
In recent months the provincially-run liquor stores have seen a rash of brazen robberies in broad daylight. Now, the incidents have escalated with three employees facing unprovoked assaults in recent weeks, and one receiving acute medical attention in hospital as a result. Manitoba Liquor and Lotteries has closed one store in response and has taken various other measures in an effort to deter theft.
The incidents mirror those of the past two years across a handful of LCBO outlets in Toronto. In both cases, liquor boards have instructed employees not to take action to prevent shoplifting. That’s created bizarre scenes where employees and customers are literally left to stand and watch as duffel bag-toting thieves walk into a store, take their fill and leave without resistance. The union representing liquor store employees in Ontario has criticized the LCBO’s security strategy and staff training, as well as the retailer’s claim that shoplifting costs the organization less than $6 million a year in pilfered items—a figure the union says is grossly underestimated.
To be clear, the workplace policy preventing store employees from intervening is the right one. There have been far too many examples—as in the Winnipeg case—of employees being threatened, injured or having unknown liquids thrown in their direction. Taking a chance with people’s lives or safety simply to reduce the odds of having a few bottles of vodka shoplifted isn’t worth the risk.
In response, business leaders have called for action to address the issue.
“This situation is out of control, not just in our liquor marts, but also in private retail stores,” Michelle Gawronsky, president of the Manitoba Government and General Employees union, said in a written statement, as reported in the National Post.
“We need an urgent summit of law enforcement, addictions and social services, public and private retailers, unions and the provincial government.”
Various other crime-prevention methods have been floated, including requiring customers to fill out forms requesting products that would then be retrieved from a store room, a la the Consumers Distributing stores of our youth. That idea was quickly rejected, likely by executives who understand that experiential retail is the future, not one that mirrors a Soviet-era supermarket shopping experience circa the Cold War. The cost of completely reconfiguring store designs to allow for controlled distribution would also be cost prohibitive.
So, why the uptick in liquor store crime? While poverty and addiction in certain regions is undoubtedly a major contributing factor, basic ease of execution is what attracts petty criminals such as the ones who boldly fill bags with easily-traded merchandise, which in many cases is flipped to fund various personal addictions. Surveillance cameras are always a useful crime-prevention tool, but in this case—and, again, with the level of criminal in question—they tend to have little impact because they only catch thieves after the fact. Many of the individuals in question have nothing to lose and little fear of going to jail.
The best approach is to have a strong, in-store security guard presence—and, in particularly risk-prone neighbourhoods, potentially even off-duty police officers—to send a clear message to thieves that they will be apprehended. These guards need to be properly trained in citizens’ arrest tactics to catch and hold thieves until police can make it to the scene.
Some Manitoba stores have also implemented bottle locks, which can work. The problem is that individuals who want to crack these theft-prevention devices will always find a way. Still, that extra step may cause them to think twice and try stealing something else instead. Or it could merely create a time-consuming inconvenience. Either way, the locks are not 100 per cent effective.
Preventing robbers from entering stores in the first place is one of the most effective strategies. While requesting identification at store entrances can create a negative experience for law-abiding customers, it does send a clear message to would-be thieves that their behaviour will not be tolerated. Managing the optics and other logistical challenges such as long line-ups during the peak holiday season or during long weekends, however, can be daunting. It’s by no means the perfect solution.
Another option is to keep high-value liquor under lock and key, requiring staff assistance for a purchase to be made. While this helps protect luxury brands, it does little to deter the smash-and-grab of low- to mid-range bottles.
Overall, the key to preventing liquor store retail theft is to customize and combine tactics, while maintaining a careful balance between employee safety, customer experience and store performance and profitability. That means tapping the latest technology and using tried-and-true security methods such as a live guard presence, as well as entrance controls when appropriate, to deter criminals before they can act. It also takes perseverance, sustained investment and an acknowledgment that security isn’t a one-time endeavour. Thieves are clever and need to understand that an organization is serious about security before they’ll move on to another target.
Otherwise situations such as the one in Manitoba will continue, putting employee safety at risk.
Winston Stewart, President and CEO