An anonymous security officer reveals the dangerous reality that lies behind the uniform, and how retail workers must act together against the wave of brazen thefts.
With a career in retail security since 2013, the officer now trains new security staff in identifying and preventing theft, ranging from petty crimes to organised shoplifting by criminal gangs.
“Over the years shop theft has become more brazen, more coordinated, and we’re seeing increases in the element of violence. We’re observing escalations in motivated offenders, as more opportunities become available due to staff cutbacks and general need,” they explains.
For the security officer, incidents of abuse are far from unique. “I have been threatened with being stabbed, beaten up after work and on a few occasions physically attacked.” Demonstrating the daily reality for those on the frontline.
What is the highest value shoplifting attempt you have successfully stopped for a store?
I have successfully prevented £5,000 from going out at once via a coordinated effort of four organised shoplifters. They all had trolleys full of high-value goods and I had to act as a goalkeeper by stopping the trolleys as they were about to be pushed out one after the other
Can you describe the most common shoplifting techniques you’ve encountered recently?
What I see very commonly is customers indulging in the neutralisation of intention when it comes to theft. They often try to simplify the act by hiding items underneath carrier bags or personal belongings. Then, play-act for the camera and pretend to have forgotten to pay for these items. At self-scan checkouts, they might appear to be swiping an item while looking away, suggesting that their actions weren’t intentional. This behaviour is often a way to argue that their actions do not meet the legal definition outlined in the Theft Act if they are caught.
This is why it is important to have well trained checkout staff who can spot these incidents developing. It is also important to note that sometimes it is non-intentional, so being positive and using customer service to disrupt these incidents is vital.
What steps should a retailer take when theft occurs in their store?
When a theft attempt or loss occurs, it is very important to learn from it. We should try to learn from every incident in order to become stronger. After an attempted shoplifting or any loss, it’s important to review the CCTV footage and try to learn what could be done better. You can then update your staff with improved strategies for future incidents. The goal should always be to prevent crime and minimise harm, as Sir Robert Peel said in the 1800s, we should be trying to prevent crime at the earliest of opportunity.
We should collaborate with other retailers and increase opportunities to work together and obtain the movements of known individuals. We must also be reporting every incident to the police, who can build intelligence on prolific offenders and help us move towards making our store and communities safer.
When stopping a shoplifter in their tracks, what are the most commonly attempted stolen items?
Every store is unique with different items going out the door depending on in-store vulnerabilities, product placements, staff positions and the particular shoplifter we have in the store.
During a bulk lift anything which is either expensive or a best seller. Others include Fairy washing tablets, Nicorette products, cleaning items, cooking oil, electricals, razor blades or toothbrush heads. On the self scans we routinely find cat/dog food products, Lurpak butter, or non-heavy items such as sweets or deli food that can be placed down in order to manipulate the system. Batteries and meat are also popular items. Essentially they are items which fit the CRAVED model (Concealable, Available, Valuable, Enjoyable and Disposable)
Are there any specific behaviours or patterns you notice in shoplifters before they act?
Bulk lifters will conceal or obscure their identities from CCTV, in order to evade identification. They may walk in and glance at the tills to see who is around to scope out the opportunity. Entering the store, they try and act normal, while minimising outward expressions of stress.
Shoplifters remove items away from their origin and look for quiet aisles to conceal down. Some shoplifters may also be overly friendly and engage shop staff or overly hostile, to make you feel relaxed or uncomfortable to watch them. Some do not display any behaviours or patterns until the act itself, so not making assumptions about people is vital. Instead, focus on identifying individuals who have the opportunity to conceal a large amount of stock.
Have you seen changes in shoplifting tactics over the years, especially with organised gangs?
Methods have remained fairly consistent over the years, but individually, tactics switch up when they start getting caught too often. Experienced organised gangs will use dummy trolleys (a trolley of low-value pushed out to distract security personnel, while a higher-value shopping trolley with high-value goods goes out afterwards). Before that, they used to use two bags in the trolley with high-value items inside it, with pizza boxes or crisps on top to hide the contents. We have also seen, that instead of attempting to take full shopping trolleys, organised groups will take three to four bottles at a time, before moving on to the next store.
What steps can store staff take to deter shoplifters before they act and are there specific areas in stores (blind spots, crowded aisles) that staff should monitor closely?
Store staff should be seeking shoplifters out before they reach their store. If we are not proactive in our local community, it could open them up to a lot of losses. We should also be building partnerships with local police forces. I always teach a non-confrontational approach, with good customer service being the main strategy. Offering baskets, using a neutral tone and asking them if they need any help selecting items is vital. Essentially being proactive and trying to minimise the opportunity. Additionally, we must ensure that our tills are closed and that our staff actively work to deter criminal activity.
I would actually say that we should be monitoring quiet aisles a lot more. We routinely see de-tagging (removing security tags via metal magnets) and concealments in these areas where opportunity presents itself and during busy times.
What security measures should convenience store retailers invest in and do you have any success stories where preventative measures have stopped a theft?
We should start using our CCTV systems proactively and not just as a reaction to crime. I recommend motion sensor CCTV software such as Hikvision in stores for items that are commonly stolen or high value. Once they are picked up or moved the programme will alert the CCTV operator, who can watch them upon selection. It is a cheap and effective solution.
Once I had motion sensor CCTV software observing the alcohol aisle, as Jack Daniels was a commonly targeted item in that store. A window popped up on the screen showing someone selecting ten Jack Daniels bottles and placing them inside a rucksack. I quickly went over to the person and offered a basket and said they didn’t need to put it in their bag. They emptied all of the bottles into the basket and then promptly left the store saying they did not want to pay for it. I then alerted nearby stores in the area and the police.
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