I’d be interested in some feedback regarding a best practice. I have worked for two different retailers and have many friends who work or worked for others. It seems that every retailer has some version of the policy that dictates the LP ask for the merchandise during the initial approach. I think I know why – two reasons: first, they want to establish without doubt the fact the shoplifter has the merchandise before it goes any further, and second, getting the merchandise back is such a high priority they want it done as soon as possible. I have made hundreds of apprehensions and I do follow the rules (all elements present, never made a bad stop, never got hurt, etc.) but this is one area I’ll admit I don’t follow the company line. My feeling is that during the first few seconds of the apprehension emotions run high, fight-or-flight is a factor, and the shoplifter is prone to making irrational decisions. Who knows what they have concealed on their person. The last thing I want at that point is him or her reaching into their pocket/purse/jacket or whatever. Quite often I have had shoplifters offer to give me the concealed merchandise while still at the exit or walking to the office. I always say in an even, friendly tone, “That’s okay, just keep your hands out where I can see them for now.” It is not until after we are in the office and I have complete control that I concern myself with retrieving the merchandise. In other words, I willingly follow the rules but my #1 rule is to keep myself safe so I can go home to my family at the end of the day.
What do you say? Does anyone else out there “bend the rules” on this one.
What do you say? Does anyone else out there “bend the rules” on this one.
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