Many business owners believe that the way to stop shoplifting is through heavy-handed methods such as using shopping tags, anti-theft devices, and security personnel. While these methods are essential for businesses frequently targeted by shoplifters, you may also be able to reduce shoplifting simply through great customer service.
Customer Service and Loss Prevention
Shoplifters are less likely to steal when they are being helped by customer service personnel. Have the representatives greet the customers as soon as they enter the store. Frequently have employees ask customers if they need help. That way, the store clerk can identify a shoplifting attempt without giving the customer a sense that he or she is being followed. Also, train your employees on the common shoplifting methods so they can spot them.
If a customer behaves in a suspicious way, your employees will need to be trained in how to question without an accusatory tone. If the employee appears neutral, non-shoplifters will be less likely to be offended. When training employees, have the employee role play and listen to how your employee questions you about suspicious behavior. Have your employee work on his or her tone until it sounds polite and pleasant.
Deterring Shoplifting without Offending Customers
There is a certain risk to following employees too closely. For example, if a customer believes he or she isn't trusted and an incident of heavy-handed security is recorded on a phone, this incident may then be recorded online and could damage the reputation of your business. The more that security personnel appear to be helping, rather than surveying, the better your business will look.
Security Guards and Customer Relations
Security personnel can be intimidating unless your customers become used to seeing the security as being helpful. When security notices that an individual is walking aimlessly or appears lost, the customer may be looking for an opportunity to shoplift or the customer may simply be unable to find a particular item. If the security guard approaches the customer and offers assistance, would-be shoplifters will be discouraged from shoplifting and legitimate customers may ask for help locating the item.
Surveillance Cameras and Employee Training
If you are not certain about the level of customer service that your employees are providing when you are not around, use your security technology for employee management as well. Through video analysis, you can determine which employees are performing the most sales and which employees are stopping shoplifters the most often.
For more information, contact a retail security systems professional.
