While our 34th Annual Retail Theft Survey showed a 16.2% decrease in shoplifting apprehensions in 2021, it also showed recovery dollars from both apprehended and non-apprehended shoplifters rose an astounding 30.8%. The survey showed many retailers moved away from apprehending shoplifters and focused more on prevention and recoveries. Survey respondents noted the pandemic environment, staff safety, reduced police response and higher risks as some of the reasons for less shoplifter apprehensions.
In addition, the average shoplifting case value in 2021 for apprehended shoplifters was $1,178.57, an increase of 26.6% from 2020.
Survey participants noted the following reasons as to why their Shoplifting apprehensions and recovery dollars increased or decreased in 2021:
Increased:
. Progressive District Attorney policies which favor shoplifters
. Understaffed police departments
. Less staff on sales floor
. ORC (Organized Retail Crime) continues to be a primary factor
. More ‘hit n run’/fleeing shoplifters
Decreased:
. Focus on staff safety which reduced interactions with potential shoplifters
. Decreased police response
. Shorter store ‘open’ hours
. Fitting rooms closed for extended periods of time
. Focus on deterrence instead of apprehensions
Shoplifting Prevention Tips
. Use a Greeter: Position an associate/greeter at the store entrance(s) to greet all customers and offer assistance.
. Focus on good customer service and not ‘tasks’: Shoplifters want and need privacy; so take it away from them. When they respond, “I’m just looking”, teach associates to say, “Ok great, I’ll keep my eye on you in case you need any assistance”. Honest customers are ok with this, and this is the last thing a shoplifter wants to hear.
. Have associates walk the sales floor: Keep visible and keep displays neat and organized (so missing items can be more easily noticed).
. Have good sight lines on the sales floor: Do not block the view of high value and highly popular items, and keep these items in sight of associate work areas.
. Limit item quantity on sales floor: Limit the number of certain items (high value, highly pilferable) placed on the sales floor. This will reduce vulnerability to large losses of these items and make it easier to identify missing items.
. Know your merchandise: Especially highly popular items, high value items, what’s stolen most often and what’s easily stolen. Study why these items are taken, evaluate their locations and packaging – then make changes as needed.
. Display Shoplifting Signage: Research shows anti-shoplifting signage can be an effective way to prevent retail theft. Signs like “Shoplifters will be prosecuted” or “These premises are protected by video surveillance” will alert potential shoplifters that your store is serious about stopping shoplifting.
. Hire honest and motivated associates: Train associates to prevent shoplifting (what to look for, shoplifter traits/characteristics, how to respond to a possible shoplifter, etc.).
. Store Location: For stores facing parking lots. Keep an eye on area outside of store for possible get-a-way car(s) setting at the curb.
. Control Fitting Rooms: Lock fitting room doors and monitor usage (customers and pieces).
. Use technology: Remember, technology (EAS: electronic article surveillance, CCTV, merchandise alarms, ink/dye tags, product tie-downs, Keeper boxes, etc.) must be managed. Also ensure policies/ procedures regarding technology are adhered to: EAS tagging 98% or higher, items required to be alarmed or tied-down are done so, etc.
. High Risk Shoplifting Stores: Consider use of off-duty police, or guards in necessary.
. Use Alert at Store Entrance: Especially suited for small retailers, or stores with single/limited coverage, install a door chime that rings when someone enters the store so staff can acknowledge and greet each person entering. Shoplifters typically don’t want staff to be alerted to their entry.
. Communications: Talk with other stores in your center/mall to stay current on local theft issues.
. Prosecute shoplifters: Thieves know which retailers prosecute and those that do not. Prosecution can be a good deterrent. $
