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Safeguarding Retailers with Expert Loss Prevention Solutions

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.

 

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Help for Today’s Crippling Retail Security System Challenges

Security, Surveillance, and the Latest Tech to Safeguard your stores couple advanced hardware with computer ‘AI’ to unleash the latest in retail security

It’s been a tough couple of years in retail. Inflation continues and product & labour shortages make the future look tough. This blog lays out how the retail security system industry and particularly Wincon have risen to the challenge. This is new. Today we are harnessing the benefits of advanced innovative security hardware coupled with enhanced ‘AI’ to vastly exceed the capabilities of traditional, human-based, retail monitoring systems.

How? The latest 360-degree cameras use IR, motion sensing capabilities and networks sensors to detect people and map their presence in your retail store. The data (processed in real-time by the AI) lets you know not only where people are, but what they are doing and what their behavior indicates about their intentions. Simply browsers – or would be thieves? 

Here are three exciting new technologies we recommend that will help your retail store fight crime:

Axis M30 camera for retail security systems
Enhance your retail security systems with the new Axis M30 panoramic cameras, available through Wincon Security.

1. 3-D Cameras

See everywhere – and halt crimes in progress.

Panoramic security cameras – often referred to as 360° cameras – bring enormous viewing angles and smart technology, allowing you to track people, control your store and be proactive towards theft prevention. 

When attached to a ceiling, these cameras can produce 360° images by blending separate sensors together into one unified image.  Some advanced cameras empower retail owners with useful functions like people counting or heat mapping to show the flow of foot traffic within a store.

Great options to consider for 3-D cameras are the Axis M30 and M42 Dome Camera Series 

These smart cameras give you constant 360 surveillance and outstanding detail, along with the ability to zoom in with a single click.  Image capabilities range from up to 4 MP to 12 MP! Cameras equipped with OptimizedIR (Infrared) Illumination provide exceptional clarity and sharpness even in pitch darkness! 

2. Intelligent Audio Speaker Systems

Hear and be heard for better safety and store operations

Speakers in stores too have been reimagined for today’s challenging retail environment. 

Next generation, IP Speakers now allow for intelligent two-way communication, seamlessly integrating with other security systems (like 3-D cameras) to provide an integrated approach to traffic flow and theft prevention. 

AXIS C1410 Mini speaker for retail security systems.
AXIS C1410 Mini speaker for retail security systems.

Look for two-way IP speakers with built-in microphones to allow ambient listening and talk-back functionality. You can use these for paging announcements to keep everyone informed – and to notify staff of an emergency situation, a customer service need. Speakers like the AXIS C1410 Network Mini Speaker with PIR sensor for motion detection can detect when a shopper is lingering too long in one place and subtly signal a potential situation to staff with a programmed message. The application of this tech is much more than just – “spill in aisle 4”. This can mean calling security to an area where the audio and video equipment has detected suspicious activity in an unmanned area of the store. In short, it allows you to identify theft before it happens –it may be as simple as someone standing beside a specific product too long and calling a staff member to intercede.

Anything you need – from activities triggering warning messages, or live instructions if an intruder has made an incursion. This audio technology can also be used to manage crowded areas and direct people away from potential risks.

Integrated with panoramic cameras, these ceiling audio systems Provide you with total control and awareness. Your retail managers will have eyes and ears on all areas of your facility, in a dynamic, real-time manner. Wincon will recommend a system designed around your specific needs Get more details… 

3. Access Control Systems – the key to a more secure premises

Curb unauthorized entries in a touchless environment.

Better control of who gains access to your store –and where they go once they get inside — is now possible with the latest, leading-edge Access Control Systems. These systems are an integral part of any good retail security system strategy today.  Also, upgrading your system has never been easier with today’s wireless technology. New cloud-based, touchless entry and retail store security systems provide superior defense, and can dramatically reduce in-store crime, while being easy to manage and use. 

The latest versions are keyless entry solutions that give you total control of physical access to only authorized users. You can easily customize these systems to fit your store’s unique needs and protocols and scale up for larger facilities. They integrate seamlessly with other systems such as alarms and cameras. 

When fully implemented, you can expect extraordinary control and heightened security in these areas: 

  • Entrances & Exits – This is where it starts. Control who enters and leaves with integrated visitor access systems connected with both live and automated audio.
  • Sales Floor – In retail, this is the battlefield. Sensors plus AI identify aggressive behavior and send alerts to security.  The speed with which threats are identified and neutralized make a huge difference between success and failure. Vandalism and shoplifting can be significantly reduced through quick detection of loitering.
  • Cash Areas – Access is granted only to authorized individuals in your organization
  • Parking areas – All-weather, vandal-proof, day/night cameras provide reliable protection, round-the-clock for both your customers and your staff. By creating a safe and fully protected environment you can gain trust and better retain both customers and valuable employees.
  • Storage and Loading Areas – “Out-of-sight, out-of-mind” will be a thing of the past in your loading area: access cards, QR codes, tailgating detection, license plate recognition and high-quality video recording of the loading area all mean complete security you can rely on. You can focus on selling, not guarding your receivables.

Learn More by Requesting a Custom Quote

Dynamic, cloud-based security solutions are here to stay.

Wincon has been at the forefront of retail security system response for 30-plus years.  As a trusted member of your team, Wincon manages your security so you can focus on managing your business.

Our network security solutions today (including cameras, audio, and access control systems) support your business operations in a dynamic and real time manner. From managing store occupancy, queue lengths, or spotting suspicious behaviour – you’ll be able to stay on top of your locations like never before. 

Ultimately this means fewer losses – and more profitability through the delivery of a better customer experience. 

Welcome to an age where you can no longer afford to rely on outdated passive store security. Dynamic, responsive and real time technology solutions – along with well-trained guards — will arm you for retail success – when it comes to both crime prevention, loss reduction — and optimal store operations. 

Winston Stewart, CEO & Founder

Winston Stewart, CEO & Founder

For more than 30 years, Wincon Security has delivered property monitoring and protective services to retail, commercial, industrial and condominium clients across the Greater Toronto Area. You can rest assured all our security guards are fully trained, carefully vetted, and ready to be deployed to keep your assets and people protected in the post-COVID world.

 

Click below to start a conversation.

Learn More by Requesting a Custom Quote

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Toronto Police Adjust Shoplifting Policy & Security Response Rules

‘Tis the season for spending time with family and friends and the inevitable yuletide spree of shopping and gift-giving. Suburban malls and high-street stores are jammed in the lead-up to the holidays, as Torontonians make a final festive retail push before taking a breather and preparing for Boxing Week bargain bonanzas.

Unfortunately, this is also the time of year when busy retailers must contend with wide-scale theft. Statistics show that Canadian businesses lose more than $3 billion annually to crime, including both internal (e.g., employee) and external shoplifting that eats into profits and compromises retailers’ competitiveness. Rather than tackling the problem head-on, a new Toronto Police Service pilot project is moving in a very different direction.

Toronto Police Service introduces Stop Theft 

First-time shoplifters caught pilfering items within the boundaries of the city’s 51 and 52 divisions will no longer be prosecuted under the six-month Stop Theft program, an initiative that will permit private security and theft-prevention guards to effectively catch and release shoplifters after documenting their personal details, then providing them to officers at one of the two divisions participating in the program. The Toronto Police Service’s aim is to free police resources to deal with higher-priority calls.

Non-violent shoplifters who are 18 years of age or older with identification and who are accused of stealing merchandise totalling less than $1,000 are eligible for release. Police will still attend the scene if requested and reserve the right to lay charges by summons in the future, depending on the circumstances.

“It is estimated that retailers lose more than $8 million a day to store theft. What is more worrisome, however, is that today’s thieves are becoming increasingly sophisticated, therefore posing an even greater risk to the health and safety of the Canadian public.”

“What we’ve been trying to do through the modernization process is make sure that our police officers are where the public needs them the most,” Meaghan Gray, acting director of corporate communications for the Toronto Police Service, told the Toronto Star. “And maybe responding to … shoplifting calls — that can be held just as efficiently by a theft prevention officer partnered with us over the phone — allows us to reassign those officers to more pressing calls for service.”

While the efforts of police to more effectively utilize their officers’ time are laudable, the bigger challenge for retailers can be summed up in a statement last year from Diane J. Brisebois, President, and CEO of the Retail Council of Canada:

Removing a theft deterrent

Indeed, the major challenge with the Stop Theft program is that it assumes that shoplifting is limited to individuals such as thrill-seeking teens and those with mental health issues. The reality is that organized crime groups are behind much of the bottom-line killing losses plaguing retailers at all levels. Products such as razor blades and baby formula—the latter used to mask drug trafficking, or sold for a hefty profit on the black market—are two products that have long been a prime retail target for organized crime, making retail loss prevention services more worthwhile.

Holiday Retail Theft shoplifting - hire retail security
Retail loss prevention services are more needed now than ever.

A program such as this removes the most important deterrent to shoplifting—immediate arrest and the threat of significant prosecution. It will be an especially major problem in less-prosperous areas already dealing with high rates of both minor and major crimes.

Retailers will need to continue to invest more in loss-prevention tactics, including the use of civil demand recovery letters, which allow them to sue alleged shoplifters in civil court to recoup the cost of a stolen or damaged item, not to mention costs relating to security patrol and enforcement. It’s safe to assume that overwhelmed police won’t have the time to follow up with an accused shoplifter after an incident, even if the person has a criminal record.

Why? Cash-strapped, budget-conscious police services simply lack the time and money to continue to pursue low-level crimes as they once did. The unfortunate reality is that retailers will pay the price and will need to pursue punitive litigation in an effort to deter would-be thieves—itself a potentially costly process.

Programs such as Stop Theft are designed to modernize the response to some crimes, but in doing so they tend to sow chaos and return us to a time when low-level crime was rampant. Now, unfortunately, shopkeepers need to be more vigilant than ever, treating every customer as a potential shoplifter, which is always bad for business.

Toronto police introduce new security alarm response rules

Toronto police announced a major change to their burglar alarm response policy. Specifically, they made it clear that they would no longer respond to alarms unless there was verified proof that some form of criminal activity or a threat to an individual was occurring at the time of the notification.

Up to that point, police would always send a car to any commercial or residential property where an alarm was sounded. Better to be safe than sorry, the thinking went. According to their revised guidelines, police will now only respond to an alarm if a threat can be verified by an audio or video device, there are multiple zone activations in effect—which are typical in the case of a break-and-enter with multiple burglars at the crime scene—or they have an eyewitness on the scene calling in the incident. This could include a private security guard.

Toronto police will still attend verifiable alarm calls

Why the change? Police data from 2016 show that 97 percent of security system-related calls were false alarms. “When a panic alarm button is hit, we will absolutely attend,” a police spokesperson told media “Also, if we get evidence there has been a burglary, we will also attend that call too.” Really? It’s reassuring to know that the police will attend actual crimes. Needless to say, this new policy raises several red flags to those of us in the security field. The most obvious being that some break-ins could foreseeably go unchecked because authorities deem them to be false alarms, or because their slow response allows criminals to come and go without the risk of apprehension.

The challenge for commercial property owners is that investigating issues such as potential break-ins or vandalism often takes a back seat to other, more serious crimes.

To help prevent those false alarms, police are advising homeowners and commercial property managers to update key holder information, ensure regular alarm system maintenance, change alarm batteries frequently, keep alarms free of dust and debris and educate residents, tenants, and employees on the system operation protocols.

While the policy change is understandable—having police respond to a plethora of false alarms is, of course, costly and inefficient use of resources—it discounts the possibility that actual crimes may be in progress, with verification coming only when it’s too late. Criminals, being a clever lot, will undoubtedly use these new rules to their advantage if they know the police aren’t going to respond when a standalone alarm is sounded.

Robust security is more important than ever

Most importantly, this underscores the need to maintain 24/7 protection for commercial or residential properties. That means having an active security presence and state-of-the-art monitoring systems—or, at the very least, one of those two crucial components—in place to build out a comprehensive security strategy to protect your assets. With these new rules governing what, exactly, justifies a live police response, investing inadequate security is no longer an option for commercial property or residential property owners, and that includes condominium boards.

As such, most organizations will need to re-evaluate their current alarm systems. Is it enough, or do they now need new cameras? Do those cameras need to be monitored by a security service in order to verify alarm issues? Manufacturers, integrators, monitoring centres, and the end-users need to answer these questions or risk being left behind by these new requirements.

Wincon robot security guard ideal for retail loss prevention services at malls and commercial buildings.
Wincon robot security guard is ideal for retail loss prevention services at malls and commercial buildings.

Expect traditional police duties to be increasingly outsourced

Another notable aspect of development is that it highlights an emerging trend across North America: the outsourcing of police duties to private security providers. An important line in the Toronto Police Service’s policy change was the one noting that eyewitness verification of a security breach would warrant an on-site visit from the police. The fact that the eyewitness could be a security guard means that police understand—and perhaps even welcome—the involvement of private security firms.

We can expect to see an even greater willingness on the part of the authorities to accept third-party security help in the years ahead as police budgets are slashed or frozen, and resources are redirected to priority areas. The challenge for commercial property owners is that investigating issues such as potential break-ins or vandalism—although obviously well within the mandate of local police services—often takes a back seat to the prevention or investigation of violent crimes or other, more serious offences.

Choosing the right security provider is key

Now, it’s important to remember that not only does your organization need security help to keep its assets and people safe, but it also needs to partner with the right security provider, one that takes an integrated approach and provides effective training to its staff. The trend of downloading security duties to private companies shines a spotlight on the processes and procedures that security firms develop and follow. How well trained are their staff? What are their employee retention rates? Is their HR department fronted by a proverbial revolving door as people come and go looking for a job rather than a career? The maturity and sophistication of firms across our industry is now under greater scrutiny than ever before.

So, too, are service providers’ embrace of technology. Everything from drones to patrol robots to leading-edge software and video camera systems are the kind of tools that will become increasingly important in the years ahead. Criminals are always getting smarter. They will find ways to circumvent even the most advanced electronics. Is your security provider equipped to keep pace?

In one sense the Toronto Police Service’s alarm response policy change has a silver lining. Over time, a greater reliance on reliable private security providers will help push out the fringe players from our industry whose inadequate services put clients at greater risk. Because when the police won’t respond without knowing that a crime is in progress, there’s simply too much at stake to put your commercial or residential property and assets in the hands of an unprofessional security firm.

Is your business interested in retail loss prevention services?

Fill out our quote form and enjoy a consultation with us to learn about your retail security options.

Learn More by Requesting a Custom Quote

 

Winston Stewart, President and CEO
Wincon Security 

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Want to minimize holiday retail theft? Focus on service and engagement

Retailers are always enamored over the holidays—malls and streets jammed with eager shoppers, cash registers ringing (or the similarly lucrative sounds of electronic sales racking up) and merchandise flying off shelves before Santa’s arrival. What’s not to love?

The lump of coal in most retailers’ stockings is the inevitable occurrence of shoplifting, which tends to spike during the festive season. Each year organizations go to great lengths to minimize shrinkage through everything from hiring extra theft-prevention staff to installing high-tech monitoring tools. High-definition cameras, the presence of trained security personnel, adding signage to deter would-be thieves and understanding your clientele—and who doesn’t fit in, while resisting the temptation to profile potential malfeasants—are all practical tactics to help mitigate the financial impact of the more than $3 billion in retail shrinkage that affects Canadian organizations each year.

But there are two largely overlooked—some might say unexpected—areas where our team begins any conversation around curbing retail theft: employee engagement and customer service.

A counterintuitive strategy

At Wincon Security, we help retailers develop comprehensive theft-mitigation strategies that include the tools mentioned above—and far more—when we develop a customized anti-theft checklist suited to your organization’s specific needs. But we also ask several business-focused questions that take that discussion to another level. The first centres around metrics such as employee turnover.

Why? Because it’s one indicator of lackluster engagement. The more workers that abandon their employer at a high frequency, the likelier they are to engage in criminal behaviour such as stealing merchandise. Despite what most retailers believe, internal shrinkage is an even greater risk than external theft. Even though many stores will inspect employee bags before leaving the premises, the fact is that employees determined to remove goods from a store can usually do so with relative ease. Yes, surveillance helps, but only to confirm when a theft has occurred.

Prevention requires a much more proactive approach.

Holiday Retail Theft shoplifting - hire retail security
Retail Security & Loss Prevention During the Holidays

Think culture first

We advise retailers to focus on building stronger relationships with their workers, including part-time holiday staff, and consider implementing employee-friendly measures. That can range from bumping pay rates to slightly above industry standard and improving training programs, to simple tactics such as offering recognition for a job well done or throwing team-building events. The goal is to give employees a sense of ownership and to tie them closer to the organization. Happy employees are far less likely to lift merchandise than their disgruntled colleagues.

Taking service to the next level

When it comes to providing better customer service, many organizations think that means training staff to approach all customers once they enter a store, asking them if they need help and then keeping an eye open for suspicious behaviour. These are all perfectly appropriate techniques that do help minimize theft. But retailers—particularly those catering to luxury clientele—need to do more. They need to provide great service.

That means engaging with customers, determining their needs, being present when they try on clothing or as they test merchandise, guiding them through the purchase cycle with information about the good or service on which they’re considering spending their hard-earned dollars, and making them feel truly special. Deepening that engagement, perhaps by offering to enter customers into your store’s database to provide better service in the future, or to help keep them up-to-date on new promotions, sends a message that your relationship is more than transactional. It’s about working together to satisfy their unique retail needs over the long haul.

On the security front, providing high-touch service sends another message: we’re on the lookout for potential thieves and we will catch those who try to leave our store without paying for merchandise. It also shifts the focus from providing what some might consider being harassing service—when a salesperson follows you around the store and won’t allow you to browse in peace—to adding value by helping them achieve their shopping goals. That could mean presenting them with interesting alternative options, such as a different style garment or a different model of electronic device, for example.

Now, you may be wondering why a security firm is providing advice on the HR and sales front. Because smart, forward-thinking security requires a holistic perspective. We’re happy to sell retailers our integrated security services, but we know through both empirical data and experience that they’re far more effective when our clients take a 360-degree view of their security needs.

Doing it the right way means looking beyond the obvious, and finding positive ways to thwart would-be thieves.

Learn More by Requesting a Custom Quote

Winston Stewart, President and CEO

Wincon Security

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