How to Manage the Retail Crime Crisis

No person should fear for their physical or psychological wellbeing at work. In the retail industry, however, this has become commonplace. Recent data shows that 88 percent of retailers have identified more aggressive and violent shoplifters compared to one year ago. In addition, in 2023, as many as 13 percent of small business owners in the U.S. said they experienced retail theft every single day, with around a quarter of these retailers losing between $1,500 and $2,000 a month as a result.

The long battle against retail crime is becoming harder to fight. Those working in retail are having to remain extra vigilant against the threat, with constant surveillance of the aisles required. When suspicious activity is spotted, knowing the correct action to take isn’t always clearly defined. Criminals are also adopting sophisticated techniques when attempting to steal products, such as distracting employees before making a move. For retail employees, crime prevention has had to become a part of their daily work.

Protecting Associates With Smart Technology

Workers are often left feeling unsafe. Without change, it’s not unrealistic that associates may look for other jobs they judge as safer, adding to staff shortages and creating pressure on the remaining staff. If the sector isn’t attractive to work for, this will also create hiring issues ahead of busy holiday seasons.

Proactive intervention is necessary. Retailers that can afford security technology such as CCTV have taken steps to implement this, but not only is it not enough on its own, many don’t have the finances to invest in a 24/7 system. So how can stores be made safer?

Smart technology is essential to building effective security measures on retail sales floors. With a number of devices connected in one ecosystem, teams have more confidence in approaching difficult situations. Crucially, they know they can contact another team member to assist them, as smart devices feature seamless, discreet communication across not just associates, but security personnel and emergency services as well. With this setup, a smart camera can send an alert straight to the security team when it spots suspicious activity. For example, unusual stock depletion can lead to a smart shelf alerting a relevant team member.

Telephony integration means that everyone in the team can call the emergency services from anywhere in the store to alert them directly. They don’t have to face the difficulty in such scenarios of using a physical phone. The visibility of direct in-store communication channels can serve as a deterrent to criminals.

Making Connected Stores Safer

While it’s the role of the police to tackle organized retail crime, measures that ensure the safety of sales floor teams are paramount. A number of retailers have brought in technological solutions in their stores to protect their staff and prevent stock depletion, but now it’s a case of ensuring that they're integrated with each other to ensure they feel safe, supported and empowered.

The battle against retail crime isn't an easy win, and there's no magic solution. Each day it will require associates to be vigilant, have unwavering collective commitment, and be sufficiently trained. One step in the right direction is ensuring truly connected stores, where retailers protect themselves against the threat and build safe and welcoming environments for associates and shoppers.

Olivia Robinson joined VoCoVo in January 2019 and is currently head of strategic growth.