MeanLaureen
<font color=purple>Slam Dancer Extraordinaire<br><
- Joined
- Apr 29, 2001
- Messages
- 6,718
Another longtime retail manager checking in 
I despise shoplifters and I tell you - the key is not catching them with the product - the key is to let them KNOW you are on to them. We have been pretty successful and had a shrink of only .08% last year (2.0% being considered good)
Here are some hints from me - use them if you like
*Don't always watch the obvious person. As you know they travel in groups. The seediest person or the one acting the most suspicious is a decoy. It's the quiet, "normal" looking one doing the lifting.
*If you have mall security or off duty police - use them. Call them and tell them you will be requesting "walk throughs" when you have this group in the store. Have them do just that - walk through the store and hang out there while they are in the store. It will unnerve the shopthieves.
*Let them know you have seen them. Constantly talk to them. If you recognize them from being in the store before say something along the lines of "I remember you from shopping here the other day! Is there something you forgot to pick up?" Say this looking DIRECTLY in their eyes with the biggest cheesiest grin on your face with your hands on your hips.
*Station someone directly in front of the exit while they are in the store - facing the inside of the store. Just have them stand there focused on the people in the store with their arms folded. Intimidation when it's a young lady? Maybe not, but it makes them wonder if you have seen more than they think and you are waiting for that "passing of the last point of payment" magical moment where they can be arrested.
*Think you have seen them put something in a bag but you aren't 100% sure? Walk over to them and tell them that you have gift boxes for their selections they make today if they need them. Subtle way of saying "Hey, I know what you are up to" but nothing that can be construed as accusatory. Hey, you are just offering a service to a customer, right?
*Eye contact is a key! Also, compliment them on something they are wearing. "That's a nice shirt you have on - beautiful color" or "I love your hair, it's so pretty" says to them you can ID them.
*If they bring in merchandise to return and you suspect it's a fraudulent refund - this is the best trick. Have them fill their name, address and phone number on the refund slip. Act like there is no problem at all. As soon as they pass the slip to you, say to them, "I need to see your drivers license or state ID to verify your name and address". If it's fraudulent they sure as heck aren't going to list their correct info. If they give you an ID and it doesn't match - no refund. If they magically got to the mall without a single piece of ID - no refund.
Caught one once this way - she came up with an armload of merchandise - no ID - pitched a fit - wanted a bag to put her stuff in and we refused. Gave her a cheesy clear trash bag. I called our 3 sister stores and warned them and gave them a description and the name she used. 30 minutes later she tried it in one of those stores. She had used the name Karrie XXXXX in my store. In the next stor she used Terry XXXXX. The manager looked at it and said "huh, that's funny - at Willow Lawn your name was Karrie. The girl took off running
*Tell your employees that they are not in any way and for no reason allowed to give a bag to anyone that did not make a purchase and that the bag should only be comparable to the purchase. Commonly someone will walk in, ask for a bag for this reason or the other, walk out - hand it off to someone else, who comes in the store and slips something in - or goes into another store and throws stuff in it to look like they are just a regular shopper. Talk to your mall management about issuing a memo alerting stores to this practice.
*If they come in with a big shopping bag, approach them and ask them if they would like you to put it behind the counter for them while they shop. They know you are watching the bag.
*Watch out for strollers. Commonly used to steal. Walk up to them and say "Ohhh how old is your baby??" while looking into the stroller. You might be surprised to find there is no baby!
I could go on and on but I'm afraid Pop Daddy's head might explode
Hope these hints are a help to anyone with theft problems
I despise shoplifters and I tell you - the key is not catching them with the product - the key is to let them KNOW you are on to them. We have been pretty successful and had a shrink of only .08% last year (2.0% being considered good)
Here are some hints from me - use them if you like
*Don't always watch the obvious person. As you know they travel in groups. The seediest person or the one acting the most suspicious is a decoy. It's the quiet, "normal" looking one doing the lifting.
*If you have mall security or off duty police - use them. Call them and tell them you will be requesting "walk throughs" when you have this group in the store. Have them do just that - walk through the store and hang out there while they are in the store. It will unnerve the shopthieves.
*Let them know you have seen them. Constantly talk to them. If you recognize them from being in the store before say something along the lines of "I remember you from shopping here the other day! Is there something you forgot to pick up?" Say this looking DIRECTLY in their eyes with the biggest cheesiest grin on your face with your hands on your hips.
*Station someone directly in front of the exit while they are in the store - facing the inside of the store. Just have them stand there focused on the people in the store with their arms folded. Intimidation when it's a young lady? Maybe not, but it makes them wonder if you have seen more than they think and you are waiting for that "passing of the last point of payment" magical moment where they can be arrested.
*Think you have seen them put something in a bag but you aren't 100% sure? Walk over to them and tell them that you have gift boxes for their selections they make today if they need them. Subtle way of saying "Hey, I know what you are up to" but nothing that can be construed as accusatory. Hey, you are just offering a service to a customer, right?
*Eye contact is a key! Also, compliment them on something they are wearing. "That's a nice shirt you have on - beautiful color" or "I love your hair, it's so pretty" says to them you can ID them.
*If they bring in merchandise to return and you suspect it's a fraudulent refund - this is the best trick. Have them fill their name, address and phone number on the refund slip. Act like there is no problem at all. As soon as they pass the slip to you, say to them, "I need to see your drivers license or state ID to verify your name and address". If it's fraudulent they sure as heck aren't going to list their correct info. If they give you an ID and it doesn't match - no refund. If they magically got to the mall without a single piece of ID - no refund.
Caught one once this way - she came up with an armload of merchandise - no ID - pitched a fit - wanted a bag to put her stuff in and we refused. Gave her a cheesy clear trash bag. I called our 3 sister stores and warned them and gave them a description and the name she used. 30 minutes later she tried it in one of those stores. She had used the name Karrie XXXXX in my store. In the next stor she used Terry XXXXX. The manager looked at it and said "huh, that's funny - at Willow Lawn your name was Karrie. The girl took off running
*Tell your employees that they are not in any way and for no reason allowed to give a bag to anyone that did not make a purchase and that the bag should only be comparable to the purchase. Commonly someone will walk in, ask for a bag for this reason or the other, walk out - hand it off to someone else, who comes in the store and slips something in - or goes into another store and throws stuff in it to look like they are just a regular shopper. Talk to your mall management about issuing a memo alerting stores to this practice.
*If they come in with a big shopping bag, approach them and ask them if they would like you to put it behind the counter for them while they shop. They know you are watching the bag.
*Watch out for strollers. Commonly used to steal. Walk up to them and say "Ohhh how old is your baby??" while looking into the stroller. You might be surprised to find there is no baby!
I could go on and on but I'm afraid Pop Daddy's head might explode
Hope these hints are a help to anyone with theft problems
