> Business advice  > Selling to customers  > Shop stealing

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• Prevention
• Detection
• Shopping bag searches
• Monitoring a suspect
• Approaching a suspect

Shop stealing is a costly aggravation that no trader can afford. But there are simple steps you can take to discourage and reduce theft.

Shop stealing is a growing problem for many stores and it is on the increase. You should display a sign prominently at the front of your store informing your customers that they may be asked to display the contents of their bags before leaving.

This shows that your intend that it is a condition of entry that you may inspect a bag. However, if a person refuses to open a bag on request you may not do so by force. You may refuse them entry on a subsequent occassion.

Prevention

Installing protective devices is a good way to deter thieves. Electronic monitors, security mirrors, security labels or tags and security staff provide excellent deterrents, but can be too expensive for small retailers.

• Encourage staff to watch customers.

• Have someone monitor display counters, particularly where there are small, highly prices items.

• Make sure merchandise isn't left lying around.

• Keep areas well lit.

• Close the cash register between every transaction and remove keys from showcases.

• Watch for thieves working in pairs.

• Instruct staff on how to report suspected shop stealing.

Detection

• Behaviour can alert you or your staff to a possible thief.

• Hands do the stealing, so watch them. You can often recognise signs of nervousness and eye movement as a thief looks for opportunities.

• Loose-fitting clothes, large shopping bags, newspapers, prams and umbrellas can hide stolen goods.

• Some thieves switch tags to lower the price.

• Never accuse a customer, directly or indirectly of stealing. If you are wrong, you could face legal action by the customer.

Shopping bag searches

Searching bags can be embarrassing and frustrating for customers but sometimes it is necessary if you believe they may be leaving the store with goods for which they have not paid.

While you are within your rights to conduct bag searches, your customers are also within their rights to refuse your request.

If you ask to search their bag and they refuse, you may:

• ask them to leave
• refuse to sell them any goods
• call the police if you believe they have been shoplifting.

Monitoring a suspect

• Before apprehending a customer, be sure that the merchandise has not been paid for.

• Know what has been stolen.

• Be sure he/she has not disposed of the merchandise.

• Wait until the suspect has left the store.

Approaching a suspect

• Try to have someone present as a witness.
• Remain calm and identify yourself.
• Never touch or search the person otherwise you may break the law.

The law rightly takes a dim view of any intimidation or threatening behaviour toward customers by sales staff. It is an offence to use physical force, undue harassment or coercion in connection either with supplying goods to a customer or with obtaining payment from a customer.

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