How To Use Store Design to Reduce ShopliftingFrom Shari Waters,
Your Guide to Retailing.
It has been reported that employee theft and shoplifting combined account for the largest source of property crime committed annually in the United States. The easiest way for retailers to discourage theft in a store is by taking away opportunities to steal. A little thought into the store’s layout and design can prevent theft before a loss occurs.Difficulty: AverageTime Required: >1 HourHere’s How:1. Checkout: Design the store lay out so customers must pass the register area and staff to exit the store. Never leave the register unlocked or unattended. Do not display merchandise near the store exits. 2. Tidy Up: Keep the store neat and orderly. Full displays and straightened shelves allow employees to see at a glance if something is missing. 3. View All: Use mirrors to eliminate blind spots in corners that might hide shoplifters. Maintain adequate lighting in all areas of the store, keep fixtures and displays low for better visibility. 4. Under Lock and Key: Place small, expensive items in locked cabinets or behind the counter. Rest rooms and dressing areas should be watched at all times. Keep dressing rooms locked and limit the number of items taken in by each customer. Use alarms on unlocked exits and close or block off unused checkout aisles. 5. Signage: Signs and posters reinforcing security messages should be used. Post anti-shoplifting signs like ‘Shoplifters Will Be Prosecuted’ in clearly visible locations. 6. Security: Use security equipment such as closed circuit television, security tags and two-way mirrors. Uniformed security guards are also powerful visual deterrents to the shoplifter.
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</tbody></table>Whether your business is manufacturing, retail, wholesale, service, hospitality or high tech, it is probably experiencing some degree of employee theft. The list of items employee steal from their employers is endless and includes such items as inventory, money, parts, components, supplies, information and customers. In fact, it is estimated that 95 percent of all businesses experience employee theft and management is seldom aware of the actual extent of losses or even the existence of theft. Studies by the Department of Commerce, American Management Association and other organization estimate that employees steal over a billion dollars a week from their unknowing employers. Other studies estimate that nearly one-third of all bankruptcies are caused by employee theft and it takes approximately $20 in sales to offset every $1 lost to theft. Often management has indications of the problem through declining profits, unexplained inventory shortages, rumors and many other signs. Management Misconceptions More often than not, it is very difficult for a manger to accept the possibility that employees he/she hired, trusts and works beside are capable of engaging in such disloyal and dishonest activity. Consequently, it is easy to understand how management embraces misconceptions about the problem. Some of these misconceptions about employee theft include: <ul>
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The booklet, How to Identify Dishonesty Within Your Business, discusses 97 major warning signs of employee theft. <div class="MsoNormal" align="center" style="margin: 0cm 0cm 0pt; text-align: center"><hr width="100%" size="2"></div> </td></tr></tbody></table>Signs of Theft Since there are as many signs of theft as there are ways to steal the list of warning signs is endless. The key is for management to realize that certain conditions or incidents may not be the result of carelessness or incompetence, but indications that theft is in progress. All irregularities or deviations must be evaluated with an open mind and creative mind. Inventory or product found near employee exits or dumpsters, sensitive documents discovered in copy machines, employees in key positions who refuse to take time off, photo-copied documents used in lieu of originals have been signs of past theft and may be indications of existing dishonesty. Why Employees Steal Amazingly, employees questioned as to why they stole often rationalize their action and state the opportunity of theft presented itself through lax policies, controls and management indifference. Moreover, many employees cite opportunities created by management, not their financial need, as their primary motivation to steal. Another significant reason employees give for stealing is their perceived belief management was stealing so it was okay for them to also do so. This condition proves the point that, if management wants a theft free work environment, it must set the example of honesty and adherence to policies. Some other common examples of employee rationale for theft include: <ul>
</ul>How to Interview an Employee Suspect There are a number of crucial issues to consider in dealing with an employee suspected of theft. On one hand, the employer wants to know the truth regarding possible guilt of an employee suspected of theft even though the employee is reluctant to cooperate. On the other hand, there are serious legal and employee relation problems that can arise from not handling the situation in an appropriate manner. Although the issues are many and complex, the following are just a few of the basic steps to be followed in determining the facts of a theft incident leading to the interview of suspects: <ul>
</ul>Dealing with employees suspected of theft tests the emotions, restraint, legal knowledge and objectivity of every manger and supervisor. Since the consequences of mishandling the investigation of employee theft is so great, the key is to learn the procedure now and not learn during the course of an incident. How to Prevent Losses Until management gains an accurate understanding about employee theft and initiates sound loss prevention measures, it will remain a major drain of profits productivity and employee morale. Minimally, the following steps should be taken: <ul>
</ul>If you would like a copy of the full version of Employee Theft–The Profit Killer, visit www.employeetheft.com.
About the Author
John Case, CPP, is a security management consultant based in Del Mar, California and is President of John Case & Associates, a security management consulting firm that provides management with proven and cost effective strategies to prevent theft, drug abuse and violence in the workplace. He holds a BS degree in Security Administration from Michigan State University. Prior to forming his consulting firm, he was employed by 3 Fortune 100 companies. Mr. Case is a founding member, past president and board member of the International Association of Professional Security Consultants. He is a speaker for the American Management Association, trade associations and similar organizations. You can reach him via his Web site, www.employeetheft.com. Article & Graphics Copyright © 2000 John Case & Associates.
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While we all like to get things for free and the stores are constantly promoting and placing merchandise on "SALE" to generate excitement about getting a bargain, most people don't cross over the line and steal the item. But some people do. Why?The answer is... to most non-professional shoplifters, "getting something for nothing" is like giving themselves a "gift" or "reward," which in turn gives them a "lift." Many people feel they need a "lift" just to get through the week or even the day. A study by MasterCard International found that shopping was second only to dining as the primary way people reward themselves. Take it one step further and you can see how "shoplifting" the merchandise increases the reward.
Getting Something for NothingIt's important to understand that "getting something for nothing" always represents something more to the shoplifter than the value of the merchandise. For different people it can represent any of the following things:
- For some, it's a "substitute for loss" because they perceived they were unfairly deprived in some way (i.e., a divorce, a serious illness, death of a loved one, loss of income from a job or investments, or an unexpected expense which can cause people to feel needy). Stealing a bottle of shampoo, for example, can temporarily help to relieve the anxiety about their financial situation and gives them a feeling that they are more in control.
- For others, it's "justified payback" for all they give to others and how little they get back in return.
- For some, it's a "relief mechanism" for anxiety, frustration, boredom or depression.
Any way you look at it, shoplifters perceive shoplifting as a form of self nourishment or as a way to relieve fear or pain in their life. In truth, shoplifting is self-destructive not self-nourishing, but shoplifters often can’t see the paradox.For almost all non-professional shoplifters, stealing from stores is basically a reflection of a person's ability (or inability) to cope with a multitude of situations in his or her life. It's a response to their personal life situations. While these unhappy life situations may not easily be changed (or may recur from time to time) shoplifters must learn how to cope with these situations in a way that's not harmful to themselves or others. This may not be easy to achieve, because approximately 27 percent of shoplifters caught for the first time have already developed a shoplifting habit or even an addiction. Many admit that it will be hard for them to stop shoplifting... even after getting caught.
| Two Types Of Shoplifters |
| Professional ShopliftersThese are addicts who steal to buy drugs or hardened criminals who steal for resale and profit as a life-style. These individuals frequently commit other types of crimes and lack any conscience or guilt. To deal with these shoplifters, the approach here is either a drug treatment program or jail.Non-Professional ShopliftersThese are the people who make up the majority of shoplifters and who steal for a variety of reasons, mostly related to common life situations and their personal ability (or inability) to cope. They include people who are depressed, frustrated, anxious, influenced by peers, thrill seekers or kleptomaniacs.Non-professional shoplifting is rarely about greed or poverty. It's about individuals struggling with personal conflicts and needs. These individuals know right from wrong, they know there are consequences and they often have the money to pay, but they continue to steal anyway. These people often steal items they don't need and sometimes don't use. They usually have the money to pay for the item, rarely plan their theft in advance and never try to sell the item for profit.While many non-professional shoplifters steal from stores on a regular basis, they usually have no prior criminal record (except perhaps for shoplifting) and are typically the kind of people who don't commit other types of crimes. Their behavior is less related to criminal intent and more the result of situational, emotional or psychological problems in need of attention.Psychological profiles and admissions by shoplifters revealed that 1 out of 3 shoplifters are "at risk" of repeating the offense even after getting caught. Research shows that nationwide there are thousands of shoplifters who continually repeat the offense and want to stop...but can't. Their shoplifting has become a habit or even an addiction, and they are too ashamed or afraid to tell anyone, or ask for help. Other shoplifters simply deny they have a problem of any kind. |
</tr></tbody></table>A person’s addiction to shoplifting can develop quickly when the excitement generated from “getting away with it” produces a chemical reaction (i.e. adrenaline, etc.) resulting in what shoplifters describe as an incredible “rush” or “high” feeling, which many shoplifters will tell you is the “true reward,” rather than the merchandise itself. In addition to feeling good, shoplifters quickly observe this “high” temporarily eliminates their feelings of anger, frustration, depression or other unhappiness in their life. Realizing how easy it is to get that “high” feeling, they are pulled toward doing it again…“just one more time”…and their addiction begins to develop. Even though most non-professional shoplifters feel guilty, ashamed or remorseful about what they did, and are fearful of getting caught, the pull is too strong for many to resist.Of course, some people don’t see shoplifting as a functional or psychological problem. They say, “What do you mean that a person can’t stop shoplifting? Of course they can, they’re just greedy”. The idea that shoplifting is an addiction, “except for a few kleptomaniacs”, is ridiculous, they say. “People who shoplift should go to jail and not be coddled or told they have an addiction.” This is like telling them it’s okay to steal because they really can’t help it.The irony is that most shoplifters who have developed a habit or addiction believe they should be punished according to the law when caught. What offenders often resent, however, is when they are simply thrown into jail with hardened career criminals and are not given the help or support they need to help prevent them from repeating the offense. Juveniles Who Shoplift <table border="0" cellspacing="0" cellpadding="0" width="100%" class="MsoNormalTable" style="width: 100%"><tbody><tr>
</tr></tbody></table> In summary, shoplifting for millions of our citizens, is simply another maladaptive way of coping with stressful life circumstances…similar to overeating, drinking, drugs or gambling. It is not an issue of good vs. bad people, rich vs. poor, young vs. old or education vs. illiteracy. At any time, or even many times in a person’s life, the temptation to “get something for nothing” and the desire to reward oneself can easily be present. By raising public awareness about the problem and delivering needed programs and services to people who shoplift, communities who engage in prevention efforts will reduce the number of people who become involved and improve the quality of life for all. <div align="center"><table border="1" cellspacing="0" cellpadding="0" width="461" class="MsoNormalTable" style="width: 461px; height: 188px"><tbody><tr>
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