Retail theft and violence: 6 ways to keep your staff and business safe

A sharp rise in retail theft and associated violence in Ontario and across Canada is affecting the profitability of retail stores, and the health and safety of workers and customers. “Many retailers in the province are reducing store hours or closing locations due to concerns about increased retail crime and violence,” says Amanda Gorman, WSPS Health and Safety Consultant. 

The Retail Council of Canada (RCC) says some members have seen a 300 percent increase in theft since 2019. Of growing concern to retailers is weapon-based organized retail crime (ORC) by theft rings that steal goods and sell them online or to other retailers. Approximately 40% of ORC thefts involve violence, according to Toronto Police. 

The RCC pegs retail losses from ORC at $5 billion annually. “While retailers are justifiably worried about shrinkage due to theft, their biggest concern is the health and safety of employees,” says Amanda. The RCC is working closely with police and retailers to address theft and violence in retail stores. A national theft blitz was carried out in September 2023, resulting in 498 people arrested, 52 repeat offenders identified, and 28 weapons seized. The value of the goods stolen was $94,000. 

The RCC is also working to establish Retail Crime Units within police agencies across Canada. In Ontario, a budgeted, multi-jurisdictional Retail Crime Unit is now in place in Halton Region.

“While these broader efforts are ongoing, retail stores can take these six steps immediately to minimize theft and protect and empower staff if dangerous situations arise,” says Amanda. 

6 ways you can minimize the potential for theft and violence in your store

“Preventing theft and potential violence requires a combination of techniques, including having protocols and procedures in place, training staff on what to do and what not to do, and using technology and other means to deter, detect and delay thieves,” explains Amanda. 

1. Develop protocols and procedures for dealing with shoplifters, and with violence and harassment. “It’s hard to think clearly when faced with a shoplifter or a potentially dangerous situation,” says Amanda. Have a plan in place so everyone – workers, managers, owners – understands what they should do. Look at every possible scenario you may encounter. 

The focus should be on ensuring staff are safe at all times. Some questions to jumpstart your protocol/procedure development:

• How do they alert management about potential shoplifters?
• How do they interact with a potentially abusive customer?
• Who can they turn to for immediate assistance?
• When and how do they contact authorities or security?
• Where can they go to protect themselves if the situation becomes dangerous?
• Does your store have a safe room equipped with a lock and phone?
• How do staff report minor incidents?

2. Be clear about what staff should NOT do. “While staff may play a role in spotting shoplifters, they should never attempt to block the pathway of a thief or confront them,” advises Amanda. This is how people get hurt and killed. You never know what weapons someone may be carrying. Likewise, never attempt a citizen’s arrest. “If any harm were to come to the detainee, they could sue your store for negligence.”

3. Provide training to staff and managers on de-escalation techniques to use when dealing with abusive or aggressive customers. These techniques include being calm, respectful and non-confrontational, being empathetic, letting the person speak, listening for what the person truly needs, suggesting options to resolve the issue, summoning assistance as needed, and maintaining a safe distance. 

4. Make your store undesirable to potential thieves.

• Incorporate design elements that are known to deter thieves. For example:
  • Create space and openness. “Cluttered or unorganized areas are a beacon for thieves,” explains Amanda. “You want to be able to see your customers and inventory at all times.”
  • Use mirrors to eliminate blind spots. 
  • Ensure lighting is adequate. 
  • Only allow entry into change rooms via store employees.
  • Keep expensive items in locked cabinets. 

• Use signage. “Signs are an effective and low-cost way to deter theft,” says Amanda. “They notify would-be shoplifters that they are under surveillance and that shoplifters will be prosecuted.”

• Take advantage of technology. For example, use video surveillance, security tags, access control devices, alarms, and sophisticated loss prevention software. Security cameras have three purposes – to deter thieves, to allow staff to monitor all areas of the store, and to provide evidence in case of a prosecution. “Place cameras so they capture entry points and high-risk areas,” says Amanda. “You can also have shelves that sound a ‘preliminary’ alarm when a product is handled. The alarm lets the shopper know a loss prevention system is in place, and their actions (and the product) are being monitored.”

• If possible, greet all customers, and ask them if they need assistance. “Thieves want to remain anonymous and unseen,” notes Amanda. “Positioning a staff member at the entrance to welcme each customer is not just good customer service, it sends the message to potential thieves that ‘we are on the alert’, and “you have been seen.”

5.  Hire security guards. Certified security guards can be an effective deterrent to theft without needing to have contact with a shoplifter. They can use verbal commands, their presence, and observation to prevent shoplifting or encourage suspects to return stolen merchandise. “It’s best for everyone’s safety to avoid physical intervention,” says Amanda. “However, if you want to physically stop thieves, make sure your security guards are trained in this type of intervention or leave it to the police.”

“As the hiring employer, the retail store is responsible for the health and safety of the security guard,” she continues. “They need training on all the hazards in the workplace, including risks of violence in their job, and the control measures in place to prevent injuries.”

6.  Work with law enforcement if you are dealing with organized crime theft. Report all incidents of theft, and provide evidence to help identify and prosecute criminals. 

How WSPS can help

Training

• Workplace Violence & Harassment Training eCourse
• Violence & Harassment Prevention: Situational Awareness & De-escalation (4 hours, online or in-person instructor-led training)

Guides, sample policies and other resources

• Workplace Violence and Harassment Toolbox - Information, tools and assessments that can be useful to employers as they identify hazards and risks related to violence and harassment.
• Workplace Harassment Policy
• Reporting Workplace Violence and Harassment Procedures
• Workplace Harassment Investigations in Small Businesses: Tips for Employers
• Employee Violence Risk Assessment Questionnaire
• Workplace Violence & Harassment Awareness (free eCourse)
• Security Guard Industry Toolkit: Risks, Hazards and Solutions

Articles, podcasts and videos

• 5 de-escalation tips when responding to agitated customers
• De-escalating high-stress situations at work: 4 stages to aggression, 4 responses
• Hiring a security guard? Here’s what you need to know
• 6 expert tips to support people after a traumatic workplace event
• Small Biz Bytes: Workplace Violence and Harassment (video)
• Safety in 60 seconds: Violence and harassment safety tips (video series)
• Small Biz Safety Podcast Episode 32 | Retail theft is on the rise - Is your small business prepared?