You know the drill. At the end of the day, you find your merchandise tags on the floor or hidden in your fitting rooms. Shoplifters bring your merchandise into a fitting room and put it on under their clothes. Sometimes many layers of your apparel are under the clothes they wore in.
One in ten people that walk through your doors is there to steal. It is a fact of retail life. Studies show that a large percentage of these thieves are female and under the age of thirty. This feeds into the fact that the average retailer’s inventory shrink from shoplifting is approximately 35%.
Shoplifters conceal your merchandise in a variety of ways, in a stroller, pockets, a booster bag, booster clothing or like mentioned above, simply wearing your merchandise out of your store under their clothing. All of these methods require one thing, privacy, even if only for a few seconds. What better place to get privacy in a retail store than a fitting room. Shoplifters can take their time. And because some fitting rooms are handicap accessible, it is not a problem to bring that shoplifting vehicle (stroller) right in with them.
What can you do to protect yourself from theft that a fitting room helps to facilitate? Start with fitting room design:
- Fitting rooms should not be located in out of the way areas. I prefer high-traffic areas.
- Walls should be smooth and continuous with no decorations, picture frames, signs… that a shoplifter can hide or dispose of a price tag.
- Mirrors should be permanently attached to the wall and the edges should be caulked to keep the thieves from hiding labels behind them.
- Avoid carpeting in the fitting room. Carpet can be pulled up and labels can be hidden there. If you have to use carpet, ensure it is one piece and the edges are securely glued to the flooring.
- Doors should not go all the way to the floor. This still provides privacy but does not give the shoplifter a complete feeling of privacy.
- Doors should have a lock that is called a “storeroom” style. This means that a key is always required to unlock the door and that cannot be changed by turning the knob on the other side.
- Bright lighting helps your legitimate shopper but gives the shoplifter less of a feeling of privacy.
- CCTV cameras in plain sight outside of the fitting room doors. The area outside of a fitting room is the perfect place for a public view monitor so customers see that the system is live.
- Chimes that alert staff when a fitting room door opens.
- Seating such as benches should be fixed or built in. Any seams, cracks should be sealed. The underside of the bench should be a smooth surface that will not facilitate the hiding of tags.
- Cove base and shoe mold should be securely mounted, the edges glued and caulked.
Of course, all of this is worthless without proper procedures and a trained staff:
- Consider fitting room attendants that count garments in/out.
- Key control. Staff must never leave a key in the fitting room door.
- For high volume and multiple fitting rooms use a number tag system.
- Consider limiting the number of items a customer can take into the fitting room at one time.
- Staff should be trained to keep an eye on anyone who they have let into a fitting room. This is not just a theft concern but also customer service. Your staff can keep track of merchandise and help the customer with different sizes.
- Do not allow merchandise to build up outside the fitting room. Besides presenting a sloppy appearance, a disorganized area allows shoplifters to more easily conceal merchandise and tags.
- Customer service, customer service, customer service…
Make sure that when you do have an incident that you bring it to the attention of all staff members so everyone can learn from it. Even though the key to preventing this kind of theft is customer service, you may still have more than acceptable losses. At that point, it is time for a Checkpoint System. The tags on the merchandise are working 24/7 and will alarm even if the stolen merchandise is under the shoplifters clothing.
Contact us at 770-426-7593 if you have any questions about this topic, would like our help or if you would like a quote on a Checkpoint System.
“Dashing through the snow in a one-horse open sleigh…” OH BOY, this is one of my favorite times of the year! Christmas time and the other holidays just make it special for me. The television specials, the music, the foods and treats and the decorations all combine to just give a warm feeling. I even feel like people tend to be friendlier and more helpful to each other. Then there is the shopping to do, going out to window shop or find that perfect gift for someone(s) special in our lives. Living in the South we don’t often get to dash through the snow but when you live up in the northern states you can add the winter frolicking to your holidays. Even if we haven’t experienced it almost all of us have seen pictures or movies with reindeer dashing through the snow pulling Santa’s sleigh. There’s something about it that evokes a bit of childhood magic.
According to the Small Business Administration (SBA), there are more than 28 million small businesses in the United States and they account for more than 99% of businesses in the country. Small businesses employ close to 57 million people in the United States alone and are a driving force in the progress of the US economy. The good news for an entrepreneur that wants to start a business is that they are not alone, but if you are a small business in the retail industry, the problems you will encounter do not come as paperwork filings or taxes paid. Shoplifting and employee theft are two of the major causes small retail shops face financial distress during their business enterprise. It is an unfortunate problem, but the problem is there and the small business owner has to find solutions to the specific problems in their store.
It might be too early for retailers to prepare for the holiday season, but it is never too early to implement security measures to prevent shoplifting in their stores. The holiday season attracts more customers than at any other time of the year, therefore shoplifting incidents increase with the increase of customers as well.
Are you hiring someone who has the tendency to steal from their employer?
I remember it like it was yesterday. It was a Black Friday morning and we had lines of customers jockeying for position at 16 front end cash registers, two pharmacy registers, a jewelry counter register and 2 registers at our electronics counter. Sure, there were a lot of people, hundreds if not a thousand at one time but we were handling it. I had our Loss Prevention team monitoring cameras, checking receipts at the front doors and walking the floor with “Security” jackets on to deter theft and prevent fights. The store management team had good plans in place for replenishing freight on the floor and giving employees breaks. I had worked with the Store Manager to control the flow of customers into our building and all had gone off without a hitch, no pushing, shoving or fights. I even had a number of police officers at our front doors aiding us with crowd control. We had really planned for every contingency, or so we thought. The one thing that we had not planned for happened and it was a major problem, our register system went down! The audible sighs, snide remarks, and expressions of anger and frustration were heard in one collective voice. All of our managers jumped into action trying to reboot registers and get systems back online. Ever so slowly we got things moving again but it was a nightmare and it made us realize the scary truth, we had not really prepared for everything as well as we thought we had. A number of shopping carts had been abandoned with Black Friday specials in them and no salesfloor staff available to re-shelve the merchandise.
With Thanksgiving right around the corner, I thought it would be an appropriate time for me to ask the employers out there how thankful are you for the staff you have? I don’t mean are you just thankful you have people who work for you in a general sense but how thankful are you for what they bring to the workplace every day? Maybe you have never thought about it like that. I’m certain you are thankful that Bobby showed up on time today or Mary Jane rang up customers without a customer complaint. But have you ever looked at how you express your thanks to your team? Maybe your attitude is that you pay them and that should be enough. Perhaps you give your employees a birthday card when their birthday rolls around each year. But is that really sufficient? Is it fair for your employees to expect more from you in terms of recognition?
I watched a video shared with me by a former Loss Prevention Manager colleague. The video showed three subjects enter a retail store and all appeared to be wearing masks and at least one looked to be carrying a rifle of some type. There were several employees at the front entrance when the subjects walked in and one of the employees seemed to say something to the one who was carrying what I will refer to as a rifle. The video was not the greatest and the camera is pointing into the store from the exterior door so for the most part, the backs of the perpetrators are seen.
Are you a small business owner dealing with the security of your store? Are you tired of not knowing where the losses are coming from? Employee theft and shoplifting are two of the major losses retail stores across the United States face every day. The millions of dollars the retail industry loses every day are due to employee theft and shoplifting, so how do you prepare yourself from employee theft? Employee background checks can be a first step in dealing with employee theft. Paying for background checks for your employees is investing in the future of your store. Training them and going through the hiring process takes time and money. By hiring the right people the first time, you save time and money that can be spent elsewhere.