The latest round of U.S. tariffs has triggered economic uncertainty across Canada. But beyond the trade implications, it has exposed a deeper, long-standing issue — our country’s failure to prioritize border security.
For years, Canada has been perceived as doing the bare minimum when it comes to protecting its borders. This complacency has allowed organized crime to thrive, particularly in the smuggling of stolen vehicles out of the country. Until recently, our border services were woefully ill-equipped to deal with this crisis. Criminals exploited weak enforcement measures, using Canadian ports as gateways to ship stolen vehicles to overseas markets in Africa and the Middle East.
Only after increased scrutiny and pressure did the federal government commit $1.3 billion to enhancing border security. While this investment is a step in the right direction, it raises an important question: Is it enough?
Border Security: A National Responsibility
Canada’s geographic vastness and open trade policies make border control a complex challenge. But failing to invest in adequate enforcement has left us vulnerable — not only to organized crime but also to broader security threats. The stolen vehicle crisis is just one example of how criminals take advantage of Canada’s lax border controls. Human trafficking, drug smuggling, and illicit goods distribution follow the same routes.
This isn’t just about financial loss; it’s about national security. A border that is poorly defended creates opportunities for criminal networks to expand their operations, threatening Canadian communities in ways that go far beyond auto theft.
The Need for More Than Just Financial Investment
The $1.3 billion border security investment is a necessary move, but funding alone won’t fix the problem. Canada must also take the following measures:
Stronger Enforcement and Technology: Increased surveillance, AI-driven tracking systems, and advanced cargo screening should be prioritized to prevent smuggling.
Greater Collaboration Between Agencies: Law enforcement, customs, and private security firms need to work in sync to close gaps in border security.
Policy Overhaul: Stricter penalties for organized crime, alongside faster intelligence-sharing between Canada and international partners, would disrupt criminal supply chains.
Without a long-term strategy, the recent government investment risks being a temporary patch rather than a lasting solution.
Canada’s Security Future Depends on Action, Not Reaction
For too long, security investments have come in response to crises rather than as part of a proactive national strategy. If the tariff situation has taught us anything, it’s that Canada must take greater ownership of its security — at the border and beyond.
This is not just a government issue; it’s a national responsibility. Businesses, law enforcement, and policymakers must come together to ensure Canada is not seen as an easy target for crime. Economic uncertainty may come and go, but the need for strong security is constant.
At Wincon Security, we’ve spent more than three decades growing alongside this country, and moments like these remind us of what it means to be a Canadian business. We take immense pride in seeing our logo on our security guards’ uniforms, in our client spaces, and on social media. But even more than that, we take pride in seeing the red and white of the maple leaf — because our success, our resilience, and our commitment to security are all deeply rooted in the strength of this country.
Now is the time for Canada to stand firm — not just in trade negotiations, but in protecting what matters most: our borders, our businesses, and our national security.
At Wincon Security, we recognize the crucial role that law enforcement plays in maintaining public safety. The recent swift response by York Regional Police (YRP) in apprehending five suspects — including a 14-year-old — following a botched robbery in Markham underscores the professionalism and dedication of our local police force. Their efforts to prevent crime and protect the community reflect the values we uphold as a leading security services provider.
Collaboration Between Security and Law Enforcement
Security professionals and law enforcement officers often work in tandem to prevent criminal activity. While private security firms like Wincon Security focus on deterrence, surveillance, and response within our clients’ properties, law enforcement agencies have the authority to make arrests and conduct criminal investigations. This case serves as a reminder of how these two sectors complement one another in ensuring public safety.
The incident in Markham, where police responded quickly to a robbery in progress, demonstrates the importance of vigilance and rapid intervention. Reports indicate that the suspects attempted to rob a business but were thwarted by the immediate and coordinated efforts of YRP officers. The successful apprehension of the individuals involved highlights the effectiveness of proactive policing and reinforces the importance of strong security measures.
The Importance of Professional Security Services
As security professionals, we understand that crime prevention requires a multi-layered approach. Trained security personnel serve as the first line of defense, monitoring for suspicious activity, enforcing security protocols, and working closely with law enforcement when a threat arises.
At Wincon Security, we emphasize crime prevention through strategic security planning, advanced surveillance technology, and experienced personnel trained to de-escalate situations and coordinate with law enforcement when necessary. The Markham robbery serves as a stark reminder that businesses must remain vigilant and invest in comprehensive security strategies to deter criminal activity before it occurs.
Recognizing the Commitment of Law Enforcement
We commend York Regional Police for their exceptional work in this case. Their ability to respond swiftly, assess the situation, and apprehend suspects safely demonstrates the expertise and dedication that law enforcement brings to our communities every day. At Wincon Security, we hold our local police forces in the highest regard, recognizing their vital role in maintaining law and order.
Security professionals and police officers share a common goal: to keep people and businesses safe. This partnership is essential in today’s security landscape, where threats can arise unexpectedly. By working together, we create safer environments, deter criminal behaviour, and ensure that those who attempt to disrupt public safety are swiftly brought to justice.
As we continue to serve our clients with the highest standards of professionalism, we remain committed to supporting law enforcement efforts and strengthening the collaboration between security and police services. For businesses looking to enhance their security measures, Wincon Security is here to provide expert solutions tailored to your needs. Together, with law enforcement, we can create a safer and more secure future.
Mixed-use facilities are changing the face of Canadian cities. By blending residential, commercial, retail spaces and public transit access into a single development, they offer vibrant, multifunctional communities. However, with this innovation comes a unique set of security challenges. One notable issue is the increased ease with which individuals — whether vagrants or those with malicious intent — can enter and exit the property. This complicates efforts to manage access effectively, especially when balancing the privacy needs of residents with the security demands of public and commercial spaces. These facilities require tailored security solutions that address the complexity of diverse user groups and protect all stakeholders without compromise.
Let’s explore the challenges that come with securing mixed-use properties and highlight best practices that can keep these bustling spaces safe and secure.
The Challenges of Mixed-Use Security
Diverse User Base: Imagine a high-rise that houses families, retail shops and medical facilities. Each group has different priorities and expectations. Residents need privacy and consistent access to their homes, while retail tenants often require extended public access. Balancing these needs can be a logistical juggling act.
Access Control Complexity: Controlling who can go where is one of the toughest tasks in mixed-use developments. Residential areas must remain private, even in spaces where they share elevators or lobbies with public transit access points. This requires sophisticated systems that ensure the right people gain entry — without causing inconvenience or bottlenecks.
Surveillance vs. Privacy: Installing cameras throughout a property might make sense for monitoring public spaces, but how do you ensure the same system doesn’t infringe on residents’ privacy? Striking the right balance between vigilance and discretion is critical.
Emergency Preparedness: Fires, medical emergencies, or security breaches affect everyone in a mixed-use facility, but the response can’t always be the same for a coffee shop and a condo. Coordinating an emergency plan that accounts for all these layers is a major hurdle.
Best Practices for Securing Mixed-Use Facilities
Proactive Security Guard Services: Security guards play a crucial role in mixed-use facility management by proactively identifying and addressing risks before they escalate. An experienced team can mitigate emergencies by catching minor issues early, such as water leaks that could lead to significant damage, burnt-out lights that create trip hazards, or after-hours intrusions that threaten safety. Guards act as a critical line of defense, combining traditional surveillance methods with integrated technology to respond effectively and ensure the property remains secure around the clock.
Layered Security Systems: The key to successful security in mixed-use spaces is layering. Start with general systems — like surveillance for public areas — and add specific solutions tailored to individual needs. For example, biometric or card-based access for residential zones ensures unauthorized individuals can’t wander into private areas.
Regular Risk Assessments: Security isn’t static. Mixed-use facilities evolve over time, with new tenants, upgraded technology, and shifting threats. Routine assessments help identify vulnerabilities and adapt strategies before they become liabilities.
Integrated Technology: Today’s security systems combine access control, surveillance, and alarms into a single platform. These systems allow for real-time monitoring and immediate responses, ensuring that nothing slips through the cracks.
Engaging the Community: Residents, employees, and businesses are often the first to notice suspicious activity. A culture of awareness — built through education and communication — goes a long way in improving security. Encouraging people to report unusual behavior can create a proactive security environment.
Streamlined Communication: In an emergency, quick and clear communication is critical. A well-established communication plan ensures that all stakeholders — security teams, property managers, and tenants — know exactly what to do and who to contact.
The Canadian Perspective
Canada’s urban centres, like Toronto and Vancouver, have embraced mixed-use developments to address housing shortages and urban sprawl. But Canadian security providers face specific challenges, from strict privacy laws to the need to account for harsh weather in outdoor systems. Cultural diversity also plays a role, requiring sensitivity to different communities’ expectations of privacy and safety.
Another unique Canadian challenge is integrating security solutions across provincial and municipal jurisdictions, each with its own set of regulations. This makes planning and execution even more complex, but it’s also an opportunity for security companies to showcase their expertise.
Looking Ahead
Mixed-use facilities are the future of urban living in Canada, but their complexity demands innovative and adaptable security solutions. By focusing on tailored strategies, embracing on-site security guard services and advanced technology, and fostering a strong community culture, property managers and security professionals can ensure these spaces remain safe, welcoming, and functional for everyone.
As more mixed-use developments take shape, security will remain a cornerstone of their success. Proactive planning, constant adaptation, and a commitment to excellence are the keys to staying ahead in this fast-evolving landscape. At the end of the day, it’s about creating spaces where people feel protected — no matter how many hats a building might wear.
In recent years, artificial intelligence (AI) has emerged as a transformative force across numerous industries, and the physical security sector is no exception. The integration of AI technologies into security systems is revolutionizing how businesses, governments, and individuals protect assets, facilities, and people. From advanced surveillance capabilities to predictive threat detection, AI is not only enhancing efficiency but also redefining the concept of security itself.
AI-Powered Surveillance Systems
One of the most prominent ways AI is influencing the physical security industry is through advanced surveillance. Traditional security cameras require constant human monitoring, which is both time-consuming and prone to error. AI-powered video analytics eliminate these challenges by enabling cameras to analyze footage in real time. These systems can identify unusual behaviours, recognize faces, and detect objects such as weapons or unattended bags with high precision.
For example, AI algorithms can monitor crowded areas to spot suspicious activity, such as loitering or erratic movements, and immediately alert security personnel. This proactive approach reduces response times and minimizes the likelihood of incidents escalating. Additionally, facial recognition technology is being integrated into access control systems, allowing organizations to identify individuals and restrict unauthorized entry without the need for manual ID checks.
Predictive Threat Detection
AI’s ability to process vast amounts of data quickly and accurately is also paving the way for predictive threat detection. By analyzing patterns and trends in data from various sources, such as surveillance footage, social media, and IoT devices, AI systems can identify potential threats before they materialize.
For instance, AI-driven analytics can detect anomalies in employee behavior, such as unusual access attempts or deviations from normal routines. These insights enable security teams to investigate and address potential threats before they escalate. Similarly, AI can analyze crime data in a specific area to predict when and where incidents are likely to occur, helping organizations allocate resources more effectively.
Enhancing Access Control
Traditional access control systems, such as keycards and PIN codes, are increasingly being replaced by AI-enabled biometric systems. These systems use facial recognition, fingerprint scanning, or even voice recognition to authenticate individuals. AI enhances the accuracy of these systems by learning and adapting to changes in physical appearance or voice over time.
Moreover, AI can integrate with other technologies to provide multi-layered security. For example, combining biometric authentication with behavioral analysis — such as monitoring typing speed or gait — adds an extra layer of protection, making it nearly impossible for unauthorized individuals to gain access.
Automation and Incident Response
AI is also transforming incident response through automation. Security systems equipped with AI can automatically lock down a facility, notify authorities, and even guide individuals to safety during emergencies. For example, in the event of a fire, an AI-driven system could analyze the building layout, identify safe exit routes, and provide real-time guidance to occupants.
AI-powered drones and robots are also being deployed for tasks like patrolling large areas, monitoring perimeters, and conducting inspections. These machines can operate in hazardous environments, reducing risks to human security personnel and ensuring continuous surveillance in critical areas.
Challenges and Ethical Considerations
While AI offers significant advantages, its adoption in the physical security industry is not without challenges. Privacy concerns are among the most pressing issues. The use of facial recognition and other surveillance technologies raises questions about the ethical implications of constant monitoring and data collection. Ensuring compliance with privacy laws and regulations is crucial to building trust and avoiding misuse of AI systems.
Another challenge is the potential for AI systems to be exploited by cybercriminals. As security systems become more interconnected, the risk of cyberattacks increases. Organizations must invest in robust cybersecurity measures to protect their AI-powered security systems from being compromised.
The Future of AI in Physical Security
The influence of AI on the physical security industry is only expected to grow. As AI technologies become more sophisticated, they will enable even greater levels of automation, efficiency, and accuracy. Emerging advancements, such as edge computing and AI-powered threat intelligence, will further enhance the ability to respond to security challenges in real time.
AI is revolutionizing the physical security industry by enabling smarter, more proactive, and more efficient systems. While challenges remain, the benefits of AI-driven security solutions are undeniable. By addressing ethical concerns and investing in cybersecurity, organizations can harness the full potential of AI to create safer environments for all.
The security industry is changing rapidly as new challenges emerge and client expectations evolve. What used to work five or 10 years ago no longer fits the complex demands of today’s environments. From high-rise condominiums to sprawling retail complexes, security providers are expected to offer more than just basic protection — they must deliver flexible, tailored solutions that blend human expertise with the latest technology. Let’s dive into the top five trends shaping the physical security industry in 2024.
1. Emphasis on Customized Security Solutions
As businesses, residential complexes, and public institutions become more diverse in size and function, a one-size-fits-all approach to security is no longer effective. Today’s clients demand tailored security solutions that address their specific needs. Whether it’s a retail business requiring loss prevention officers with specialized training, or a high-rise condominium seeking a concierge team trained in access control and customer service, customization is key.
Security providers are now focusing on conducting in-depth risk assessments before deploying personnel. By identifying the unique vulnerabilities of each site — whether it’s high-traffic areas, sensitive entry points, or exposure to external threats — security companies can offer strategic and targeted solutions that enhance protection without unnecessary costs.
2. Integration of Advanced Technology with Security Personnel
While physical presence remains essential, the integration of advanced technology is becoming a game-changer. More organizations are now blending human expertise with sophisticated tools like surveillance drones, facial recognition software, and remote monitoring systems. This combination allows for more efficient security operations, increasing both coverage and response times.
For instance, mobile patrol services are increasingly equipped with GPS tracking and real-time reporting systems. These technologies ensure patrol officers can cover larger areas efficiently while providing clients with instant updates on incidents. Similarly, concierge services are integrating access control technologies that allow for biometric scanning, keyless entry, and visitor management systems, streamlining building security.
3. Rise in Demand for Concierge Security Services
As residential and commercial properties grow more sophisticated, there is a rising demand for professional security concierge services. The modern security concierge is more than just a receptionist or doorman; they are trained security personnel capable of managing access control, monitoring CCTV systems, and ensuring the overall safety of tenants and visitors. This combination of customer service and security expertise enhances both the client experience and the safety of the building.
High-rise condominiums and office buildings, in particular, are opting for this hybrid role as it delivers the best of both worlds: a welcoming, customer-focused approach alongside solid security credentials. With the right training, concierge security staff can handle emergencies, manage building technologies, and create a safe yet approachable environment for residents and employees alike.
4. Mobile Patrol Services for Versatile Coverage
Mobile patrol services are seeing increased demand, particularly from clients who require security for multiple locations or larger areas that cannot be efficiently covered by stationary guards. These services provide flexible, on-the-ground monitoring, with patrol vehicles equipped to respond quickly to alarms, investigate suspicious activity, and provide routine inspections.
What sets modern mobile patrols apart is their ability to offer both scheduled and random patrols, adding an unpredictable element that deters potential criminal activity. Additionally, the adoption of digital tools, such as incident reporting software and body cameras, ensures that patrols can document their activities accurately, offering clients both peace of mind and accountability.
5. Focus on Loss Prevention in Retail Security
Retail security has evolved significantly in recent years, with loss prevention officers now playing a critical role in safeguarding businesses from theft and fraud. As the retail environment becomes increasingly complex, from multi-floor department stores to large shopping malls, the need for specialized security solutions has risen. Modern loss prevention services go beyond simply monitoring shoplifting; they involve comprehensive asset protection strategies, including internal theft prevention, inventory monitoring, and data-driven approaches to loss management.
Trained loss prevention officers are increasingly adept at using analytics to predict potential threats and adjust their approach accordingly. By leveraging surveillance systems, behavioural analysis, and close coordination with store management, these professionals help to significantly reduce shrinkage while maintaining a positive shopping experience for customers.
The future of security is about more than just staying vigilant — it’s about staying smart. The shift toward personalized solutions and the blending of technology with manpower are driving the industry in exciting new directions. Whether it’s protecting a residential tower, ensuring the safety of shoppers, or providing mobile patrols for wide-reaching properties, security teams are embracing innovation without losing sight of the core mission: keeping people and property safe.
As these trends continue to shape the industry, successful security providers will be those who combine expertise with adaptability. This is a time for the industry to move beyond traditional approaches and embrace a future where security solutions are as dynamic as the environments they protect.
The importance of robust surveillance systems cannot be overstated. As threats become more sophisticated, so too must the methods used to detect and deter them. The latest advancements in security surveillance techniques are not just about keeping pace with these threats but staying one step ahead.
1. Artificial Intelligence and Machine Learning
Artificial Intelligence (AI) and Machine Learning (ML) are revolutionizing the security surveillance sector. These technologies enable systems to analyze vast amounts of data quickly and accurately, identifying patterns that would be impossible for a human to detect. For example, AI-driven video analytics can now recognize suspicious behaviours, such as loitering, abandoned objects, or unauthorized access attempts, in real-time. This capability significantly reduces the response time to potential threats.
AI and ML are also making surveillance systems smarter over time. As these systems learn from past data, they improve their accuracy in identifying genuine threats while reducing false alarms. Integrating AI and ML into surveillance solutions can enhance the efficiency and effectiveness of security operations, providing clients with a higher level of protection.
2. Integration of IoT Devices
The Internet of Things (IoT) has had a profound impact on the security industry, with connected devices playing a crucial role in modern surveillance systems. IoT devices, such as smart cameras, sensors, and alarms, can communicate with each other and with centralized systems, creating a comprehensive network that monitors every aspect of a property.
In a condominium environment, IoT-enabled cameras and sensors can work together to monitor entrances, exits, and common areas in real-time. If a door is left open or an unauthorized person enters a restricted area, the system can automatically trigger an alert, ensuring immediate action.
3. Cloud-Based Surveillance Systems
The shift to cloud-based surveillance systems represents another significant development in the field. Traditional on-premise systems often come with limitations in terms of storage capacity and accessibility. Cloud-based systems, on the other hand, offer virtually unlimited storage and the ability to access footage from anywhere, at any time, on any device.
This flexibility is particularly beneficial for multi-site operations, where security personnel need to monitor multiple locations simultaneously. With cloud-based systems, security teams can review footage, respond to incidents, and manage system settings remotely. Additionally, cloud storage ensures that critical footage is securely backed up, reducing the risk of data loss.
4. Enhanced Video Analytics
Advances in video analytics are pushing the boundaries of what surveillance systems can achieve. Beyond basic motion detection, modern video analytics can perform tasks such as facial recognition, license plate recognition, and even emotion detection. These capabilities provide a deeper level of insight into the activities taking place within a monitored area.
For example, facial recognition technology can be used to identify known threats or verify the identity of individuals entering a secured facility. License plate recognition systems can automatically log vehicles entering and exiting a property, aiding in the management of parking and access control. Emotion detection can identify signs of distress or agitation, prompting a faster response from security personnel.
5. Cybersecurity Integration
With the increasing digitization of surveillance systems, cybersecurity has become an essential component of modern security solutions. Surveillance systems that are connected to the internet are vulnerable to cyberattacks, which can compromise the integrity of the entire security infrastructure. As a result, integrating cybersecurity measures into surveillance systems is now a priority for security providers.
This integration involves implementing robust encryption protocols, regular system updates, and real-time monitoring for suspicious activity. By ensuring that surveillance systems are protected against cyber threats, security companies can safeguard their clients’ data and maintain the reliability of their security operations.
The security surveillance industry is undergoing a transformation driven by technological advancements. From AI and IoT to cloud-based systems and enhanced video analytics, these developments are redefining how security is managed and delivered. For companies like Wincon Security, staying at the forefront of these trends is not just about offering cutting-edge services — it’s about ensuring the safety and security of their clients in an increasingly complex world. As threats evolve, so too must our approach to surveillance, embracing innovation to provide the best possible protection.
As the 2024 solar eclipse approaches, Canadian businesses and commercial properties must prepare themselves from a security standpoint to ensure the safety of their premises, employees, and customers. While eclipses are awe-inspiring natural phenomena, they also bring about unique challenges that necessitate proactive measures. In this guide, we’ll delve into key considerations and precautions for businesses before and during the solar eclipse on April 8.
Controlling lighting systems
One crucial aspect for businesses to address is the management of lighting systems during the eclipse. As the sun’s light diminishes, it’s essential to have adequate lighting in place to maintain visibility and security on the premises. Businesses should consider adjusting existing lighting systems to ensure optimal illumination throughout the event. This can help prevent accidents, deter potential intruders, and maintain normal operations seamlessly.
Anticipating gatherings
With the spectacle of a solar eclipse drawing people outdoors to witness the event, businesses need to be prepared for potential gatherings around their properties. This is particularly important for establishments located in areas experiencing totality, such as Niagara Falls, Kingston, Montreal, Fredericton, and Gander. Businesses should communicate with local authorities, monitor crowd activity, and implement crowd management strategies to maintain order and security. Additionally, if businesses have outdoor areas accessible to the public, they should consider securing those spaces or providing guidance to ensure the safety of eclipse viewers.
Managing traffic impact
The influx of spectators travelling to prime viewing locations can lead to increased traffic congestion, impacting businesses’ operations. It’s advisable for businesses to plan ahead and consider potential disruptions caused by traffic congestion. This may involve adjusting staffing schedules, coordinating deliveries, or implementing alternative transportation arrangements for employees. By anticipating and mitigating the impact of traffic, businesses can minimize disruptions and maintain productivity during the eclipse.
General safety tips
In addition to specific security considerations, businesses should also prioritize general safety measures to protect their premises and personnel during the solar eclipse:
Secure valuables: Safeguard valuable assets and sensitive equipment by locking them away or implementing additional security measures.
Emergency preparedness: Review and update emergency protocols, including evacuation procedures and communication plans, to ensure readiness in the event of unforeseen incidents.
Employee awareness: Educate employees about the solar eclipse, its potential effects, and safety precautions to follow both inside and outside the workplace.
External lighting: Ensure that exterior lighting fixtures, such as parking lot lights, are operational and adequately illuminate surrounding areas to enhance visibility and deter unauthorized activity.
Surveillance systems: Test and verify the functionality of surveillance cameras and alarm systems to monitor activity and detect any security breaches promptly.
By proactively addressing these security considerations and adhering to safety guidelines, Canadian businesses and commercial properties can effectively prepare themselves for the 2024 solar eclipse. Prioritizing security and safety measures can ensure a smooth and secure experience for employees, customers, and visitors during this celestial event.
Listen Wincon Security Director of Operations, Sunil Subramanian, on CBC Radio discuss the rampant shoplifting attempts happening today.
In the ever-evolving world of retail, ensuring a seamless shopping experience for customers is of utmost importance. However, amidst this pursuit, one significant challenge retailers face is shoplifting – a pervasive issue that can dent profits and affect the overall shopping environment. Today, we delve into the world of loss prevention with Sunil Subramanian, Director of Operations at Wincon Security and Investigations, a prominent security services provider to retailers, to gain insights into their impactful work in safeguarding businesses against theft.
Unveiling the Retail Theft Landscape
Shoplifting can encompass various forms, and Sunil Subramanian sheds light on the most commonly stolen items at stores served by Wincon Security. These items often include meat products, baby formula, razors, vitamins, batteries, and other small, easily concealable goods. By identifying such patterns, Wincon Security crafts tailored strategies to combat theft, mitigating financial losses for their clients.
Commonly stolen items include:
Meat products
Baby formula
Razors
Vitamins
Batteries
Wincon Security identifies theft patterns to craft tailored strategies for clients.
The Diversity of Shoplifters
Understanding the motives behind shoplifting is crucial in combating this issue effectively. Sunil explains that shoplifters come from diverse backgrounds, and their reasons for theft vary significantly. Some individuals resort to stealing out of necessity, facing hardships such as unemployment, financial struggles, or mental health issues. On the other end of the spectrum, organized retail crime involves orchestrated thefts of large quantities of merchandise. Wincon Security acknowledges this spectrum and employs comprehensive approaches to handle each situation with precision.
Wincon Security’s Loss Prevention Team
To combat shoplifting effectively, Wincon Security employs two categories of workers for their clients: loss prevention officers in plain clothes and uniformed security guards. The plainclothes officers discreetly observe suspects and follow the SCOPE approach, which stands for Selection, Concealment, Observation, Pass Point of Sale, and Exit Point, before making an arrest. On the other hand, uniformed guards serve as visible deterrents, deterring potential shoplifters from attempting theft in the first place.
The Importance of Safety
While well-intentioned bystanders may sometimes attempt to intervene during shoplifting incidents, Sunil Subramanian advises against putting oneself in harm’s way. Wincon Security ensures their security staff receives extensive training to handle such situations professionally and safely. Prioritizing safety not only protects bystanders but also helps maintain a secure shopping environment for everyone.
Balancing Mitigation and Customer Experience
A caller’s concern about being wrongly accused of shoplifting highlights the importance of striking a balance between loss mitigation and customer experience. Sunil urges patience with security measures, emphasizing that in the long run, effective loss prevention benefits both retailers and customers alike. Reduced theft levels lead to decreased inventory costs, potentially resulting in more competitive pricing and a better shopping experience for consumers.
The Impact of Wincon Security’s Efforts
Wincon Security’s commitment to effective loss prevention has yielded positive results for their clients. By crafting the perfect formula for each retailer, they help reduce shoplifting incidents and protect businesses against financial losses. Emphasizing the importance of visual deterrents, Wincon Security encourages their clients to invest in uniformed security guards, enhancing their overall loss prevention strategy.
In conclusion, Wincon Security’s expertise in loss prevention serves as a beacon of hope for retailers seeking to secure their premises and assets. By tailoring solutions to fit each client’s unique needs, the company contributes to a safer shopping environment while fostering trust between businesses and their customers. As retail landscapes continue to evolve, Wincon Security remains at the forefront, steadfast in their mission to safeguard the retail industry from the pervasive issue of shoplifting.
See the transcript
Ian Hanomansing
So we’re here to talk about the shopping experience, but we’re spending a lot of time talking about one part of that experience, which is shoplifting. Our next guest knows a lot about that. Sunil Subramanian specializes in loss prevention. He is the Director of Operations at Wincon Security and Investigations, a major provider of security services to retailers, and he joins us now from Toronto. Sunil, how are you?
Sunil Subramanian
Good, and yourself?
Ian Hanomansing
Good. Thank you very much for joining us. Tell us a little bit about, in your experience working with various retailers, and I know you won’t mention them by name, I appreciate that, but what sorts of things are getting stolen the most at the stores that are run by your clients?
Sunil Subramanian
As you said, there’s various retailers, but when it comes to the theft that’s occurring, we see a lot of loss when it comes to meat products, baby formula, razors, vitamins, batteries, things of that nature, things that you can quickly conceal and get away with.
Ian Hanomansing
Is there any profile of the typical shoplifter? Is it out of necessity that people are shoplifting in order to get just food on their table? Are people part of trying to make money from the products they’re selling? What are you seeing?
Sunil Subramanian
It’s a very broad spectrum. I mean, we’re dealing with people coming out of COVID, loss of employment, loss of income, being forced to take these measures, people dealing with mental health issues, obviously, people with drug abuse, homelessness. But on the flip side of that, we obviously have the organized retail crime that comes in and takes out large quantities as well.
Ian Hanomansing
You have working for your clients through your company at least two categories of workers. You have people who are loss prevention officers in plain clothes, walking through a store, through the aisles. I believe you also have uniform security guards that are there to be visible. When they, either one, spots what they believe is shoplifting in progress, how do they respond to it?
Sunil Subramanian
Again, it varies. When you have the last prevention Guard that is not in uniform, they have a process that they have to follow in order to go through with an arrest. The acronym we use is called SCOPE. That stands for Selection, Concealment, Observation, Pass Point of Sale, and then Pass Point of the Exit Point. Once those five steps have been observed throughout without missing any one point, we are then able to complete the arrest. When it comes to the uniform aspect of it, it’s not as complicated because it doesn’t happen as often. Uniform guards deal more with smash and run, grab and run issues where people know that there’s uniform guards there. They just don’t care anymore. They’re pretty brazen. They’re just trying to get away as fast as possible and run and get away.
Ian Hanomansing
We had a caller earlier this hour, a man in his 60s, or I think he was in his 60s at the time, who saw somebody shoplifting at a store here in Vancouver. There was a security guard who I guess wasn’t intervening. There were a couple of shopkeepers who looked scared. He stood there and refused to let the shoplifter leave. The shoplifter bumped him and the guy stood his ground. I think I know how you’re going to answer this, but what would you say to that bystander who intervened?
Sunil Subramanian
I did watch that segment as well. I appreciate what he did, especially because he had the last pension background as well, but there’s no real reason to put your life in danger for a scenario like that. We don’t know the individuals that we’re dealing with. Our security staff go through do extensive training to be able to deal with people that are committing theft for one reason or another, whether it’s mental health or homelessness culture and things of that nature. But again, as you said to him, maybe not put yourself in harm s way for the sake of a couple of dollars.
Ian Hanomansing
And Sunil, let me ask you about another caller, the woman from I think maybe Edmonton, who said that twice in her life, and she sounds like an older woman, she talked about remembering the grand old days of the department stores in Vancouver, but twice, she was confronted in high end stores by security guards who each time demanded that she open up her purse and empty out the contents because they thought she was stealing. The way she tells the story, she wasn’t stealing. They found nothing. What would you say to her about her experience?
Sunil Subramanian
I apologize that she had a negative experience for whichever retail store she was at, but I do believe in the process process. I think people need to be a little bit patient with it. Look at it from the aspect of maybe it’s not the implication of theft, but more of a mitigation of theft, which in the long run is only going to benefit us. If we’re patient with the process and theft levels come down, inventory pricing is going to go down as well. With the way inflation is right now, that again is only going to benefit all of us in the long run.
Ian Hanomansing
Is it working, the efforts of your company and the clients they hire, does it make a difference? Does it reduce shoplifting?
Sunil Subramanian
It does. It depends on… We have to find the perfect formula, which is what we work on with our clients. We’re trying to push now because of the procedures that are being put in place where you can’t do receipt checks right now, or you can’t do bag checks, there’s no touch policies, there’s things of that nature. We’re encouraging our client base to move towards the uniform from security guard, which is more of a visual deterrent. They can be placed at the entry exit point of your store so people can see them right away. They can be patrolling the point of sale areas so people know they can’t just run straight through and get through. We are encouraging the industry to move in that direction, so as to mitigate more loss. Last but not least.
Ian Hanomansing
Saneel, thank you very much for your insights. Really interesting talking to you.
Sunil Subramanian
You’re welcome. Thanks for having me.
Ian Hanomansing
Saneel Sobranian specializes in loss prevention. He’s a director of operations at Windcon Security and Investigations, a major provider of security services to retailers. He is in Toronto.
Many of us have watched films set in New York, where well-heeled characters live in Madison or Park Avenue apartment buildings managed by a highly engaged concierge security team that always greets them by name and occasionally steps in to help solve whatever narrative challenge they may be facing. It’s the stuff of fantasy—mainly because very few of us will ever be able to afford the luxury rent or prices that it takes to live in one of these elite buildings home to the ultra-wealthy.
But the point is that part of the resident experience is having that kind of high-touch concierge service on offer, at all times, delivering personalized service. To some, it’s just as important as the design of their living quarters or the number of parking spaces they have to store their collection of vehicles. Not every condominium property manager can deliver quite that level of service, of course, but they can create a unique environment for their residents.
An engaged, respectful and proactive security concierge team is critical to ensuring the protection of a property and the people living in it—and that should always be their primary responsibility. The COVID-19 crisis, with its numerous and varied building access and health and safety restrictions, underscored the value of having well-trained and responsible security professionals at the ready. But in going above and beyond while doing their jobs, security concierge personnel can also provide added value to a residential community.
Even more crucial is a concierge team’s ability to communicate effectively with residents.
They can help improve tenant/owner attraction and retention. They can indirectly help drive up property values. They can make a building or complex a far more desirable community in which to live, which is the goal of any property management firm or of condo owners who are always eager to see a spike in unit valuations or monthly rents.
Choosing the right security firm is important for many reasons, but none more so than their approach to employee recruitment, onboarding, and retention. Put simply, the service a security firm provides is only as good as the people who are providing it. Every security firm can deploy guards at a high-rise property, but the better ones put time and effort into carefully selecting their security professionals, in particular the ones who comprise security concierge teams. More than anything else, these professionals need to have experience and expertise in customer service— along with a client-focused attitude—to be successful.
Ongoing training
One of the many reasons why guards become disengaged is because they don’t receive adequate training in the onboarding phase. They often don’t have a full grasp of what their job entails or what they’re expected to deliver. Even when they are trained, security firms often rush the process and fail to set their concierge teams up for success. Speak to your security provider, ask questions about how they train their guards—including practical or technical considerations such as fire panel or security system operations and emergency procedures—and how they’ll provide training customized to the needs of your residential community.
We handpick the right condo concierge for your building’s needs.
Strong communication
It’s important for security companies to maintain strong communications internally to ensure their guards are updated on important information relating to the property where they’re stationed. A basic guard huddle at shift changes can help concierge teams share information, which should also be logged in daily reports and conveyed to the security provider’s management team electronically—and, when necessary, the building’s property manager. Even more crucial is a concierge team’s ability to communicate effectively with residents. They are the frontline service providers at any condominium and need to be able to intake, direct or address resident concerns. They also need to be friendly and attentive to deliver the kind of sunny service experience that should be the objective of any reliable security provider.
Performance expectations
It needs to be made clear to security concierge teams that the expectation is for them to create the kind of residential atmosphere that they might want for themselves or their families. That means working with your security provider to customize key performance indicators that can be measured and benchmarked over time. Concierge personnel that meets those lofty expectations should be rewarded with longer-term placements, which is also the ideal scenario for stability-loving residents who tend to appreciate seeing the same security personnel in their building lobbies from day to day.
Management accountability
The only way to enforce these expectations is by requiring full accountability. The best way to do that is to ensure that your security provider’s management team are on the ball, inspecting sites, providing necessary support to their concierge security teams, meeting residents themselves, interacting with the property manager or board and generally building a strong understanding of that specific community and its needs. When gaps emerge, those managers should take action before you even know there’s a problem.
If they work hard to motivate guards, treat them well and readily provide constructive feedback, you can rest assured that your concierge security team will likely stay fully engaged on the job—and your residents will keep smiles on their faces.
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