Spotting Shoplifters

[K245five]

I've recently started a new job in LP. What I'd like to know from some of you is how you can spot potential shoplifting suspects.

I've been around retail for awhile ,and I've developed a decent sense of how customers act, but this is a litlte bit new to me.

So, what do I need to most look for? Thanks!

[kendiara]

Look for people who go in and out of the store a lot. Come in spend 10 minutes or so, leave for their car, come back for a few more minutes, rinse repeat.

And that guy who you would never suspect, we had a audio theft ring at one of our bookstores where the main shoplifter was the 68 year old man who came in everyday and knew everyone's name. The last person you'd think would steal.

[casey13]

Some employees steal so I'd be more willing to keep an eye out for that.

[crazyofficeclerk]

I look for people who are overly interested in where I am and what I am doing. If they turn to look at me, walk two feet, turn to look at me, walk two feet, etc. I usually start to pay more attention.

People with strollers who take their kids out and carry them have been of particular interest to our traveling LP guy at times.

People dressed inappropriately for the weather

[Irving Patrick Freleigh]

Some employees steal so I'd be more willing to keep an eye out for that.

Not to mention the corporate LP muckety-mucks will probably require you to meet a monthly/quarterly/whatever quota of employees busted for theft, since the majority of retail theft is committed by employees.

Other than that, I'm not sure I can offer any tips that wouldn't come across as profiling. I might suggest watching people grabbing Rubbermaid totes or tote bags and going throughout the store with them, but only because that's a common shoplifting method at the swamp.

Also, as an LP person you'll be getting plenty of memos from other stores in the company and other retailers, and probably some pictures of suspects taken off the cameras, so you'll have something of an idea of who to watch out for.

[bainsidhe]

I'm always surprised at the new ways shoplifters try to steal. And I know I'm grossly unaware of what to look for. Even so, keep an eye on the self-scanners, if your store has them. People conveniently "forget" things on the bottom like Tide, soda, etc. It isn't usually the big stuff. Also watch for people with whole shopping carts (easier to hide the fact they're not scanning everything) and people who get frustrated (who are many, and MUCH more likely to steal). If people feel at all inconvenienced, they take that as an invitation to steal. Because the world owes them something. This crosses all stereotypes, all ages, gender and financial status. I've seen grannies and soccer moms "forget" to scan items. They even deny it when I ask about it. Until I completely point it out, that is.

[El Pollo Guerrera]

If you see a group of people, and one of them stands at the counter asking the clerk a bunch of questions while the others 'mill about'... watch the other ones.

[mattm04]

I'm always surprised at the new ways shoplifters try to steal. And I know I'm grossly unaware of what to look for. Even so, keep an eye on the self-scanners, if your store has them. People conveniently "forget" things on the bottom like Tide, soda, etc. It isn't usually the big stuff. Also watch for people with whole shopping carts (easier to hide the fact they're not scanning everything) and people who get frustrated (who are many, and MUCH more likely to steal). If people feel at all inconvenienced, they take that as an invitation to steal. Because the world owes them something. This crosses all stereotypes, all ages, gender and financial status. I've seen grannies and soccer moms "forget" to scan items. They even deny it when I ask about it. Until I completely point it out, that is.

Also they will sometimes scan and bag the order and conveniently "forget" to pay. At my store we can block store card numbers from using any form of self-scan, though they usually will ask the Self Scan Cashier to scan a store card so make sure they are aware of people (pictures, descriptions, whatever is allowed) that are not supposed to use it.

Also my store gives shoppers discounts for reusing their own bags which they cna now do at self scan w/o a attendant. Watch for that.

I have caught/reported customers who try to peel the bar codes off our deli items and bakery items and stick them over a more expensive item, such as the $1.99 Italian bread bar code somehow is placed on a $20 package of meat or HBC items.

[Kittish]

A pair, or group of people that comes in and immediately splits up. Way I've seen this one worked is one scouts for employees and tries to 'intercept' any in the general area where the other is 'working' with questions and such. They usually leave seperately as well, but within a few minutes of each other. The 'scout' may make some very minor purchase as well, presumably to try to alleviate suspicion. (A more detailed example of how this was attempted on me. A pair of late teens/early twenties fellows came into the store. I glanced up as they came in the door. One went directly to the restroom, the other started browsing. When the first came out of the restroom, they moved to be on opposite sides of the store. The first came up to the counter with some small purchase as the second moved into the liquor part of the store, which I can see clearly from the till. The second one glanced my way a few times and as soon as his pal was at the register the second one ducked down out of my direct line of sight. Unbeknownst to the two would be thieves, my coworker was in the store as well and I'd already alerted him to the pair. He walks up behind the second one and loudly asks 'Can I help you find something?' The look on the second one's face was pretty priceless. The first one looked disgusted. They both left very quickly.)

[fireheart]

Watch out for people distracting staff members on SCO's. (Self CHeckouts)

If you store has them, also watch the one-way gates at the entry. They are designed for emergency exit if you need them, but people will try to exit through the entrance gates with them.

Umm....if your store does epay vouchers (things like cellphone minutes (known as phone credit here in Australia), iTunes vouchers, phone cards etc.) watch out for discrepancies where a register is say $300 short and someone's gone and done maybe 6 $50 phone vouchers. It's easier than it looks I'll admit (and no I havent done it, but I could see it): you make the voucher, hit the cash button, no cash goes into the drawer, you keep the voucher. Just watch out for discrepancies in the registers and e-journals if the store keeps them.

Encourage the checkout staff to check the trolleys. I'm not going to say bags here, as that's personal, but the trolleys. There's always things that they "forgot" to pay for. Unfortunately, given that I lack the confidence to deal with shoplifters (although I'm always itching to take part in security chases....wtf is wrong with me?!), I really don't have much else to say in that area.

Also, see my "Types of Shoplifter/Prevention of Shoplifters" thread in the advice section, that might give you some ideas. One thing I would encourage if the store can do it, is to restrict cards that are pre-loaded to behind the service counter so people can't steal them and make off with the free credit.

[casey13]

Nearly impossible to catch without seeing it in person or on video, but those big Sterilite (or however they are spelled) bins that people will take through the self-checkout. Sometimes people will go through there and stuff them full of electronics. They had some goofy guy come through another store last month that our lp guy was looking for.

[Geek King]

1) Look for people trying to get as far from employees as possible. These will usually constantly be looking at the cashiers or floor employees to check if the coast is clear to pocket their item.

2) Look for people casing the celing for cameras. They may be looking for dead spots in the camera coverage.

3) Look for people behaving oddly. Particularly folks wandering randomly without really looking at anything. Most customers either know what they want and go to it, or will stop and check products out if they're just window shopping. These types of shoplifters will also tend to avoid floor employees.

[K245five]

Thanks everyone for your advice and tips!

I personally cannot stand the SCO's, as I think they are tailor made for thieves. I've already nabbed two underringers. I've also several times seen suspects looking at cameras on the ceiling.

I caught a kid stealing Yu-Gi-Oh cards, and he showed all of the signs.

Again, thanks for all your help!

[fireheart]

If you can as well, I think IPF's mentioned it, but look for something sticky on the ceiling like a sticky hand or ball. It's a code for "there's stolen goods hidden nearby."

[casey13]

This is more of a common sense issue, but I would also look out for employees' stupid mistakes. Like in the electronics department, we have issues with new employees leaving the s3 keys out on the counter.

Stealing one and walking out the door isn't that hard even though the alarms will sometimes go off. They are supposed to go off, but there have been times that people managed to walk out with the keys without them sounding. Plus coming in with one would be useful if the alarm sounds, then the greeter may be less likely to question them later on.