January 2023 - 64

MANAGEMENT
in Corona del Mar, California. He says this is especially
true due to many garden centers offering extensive
giftware, collectables and other easily concealed lines of
merchandise.
" In practice, the large majority of most retailers'
shoplifting awareness is after the fact, " he says. " We
become aware of possible shoplifting when a high-profile
or valuable item is noticed missing and there is no POS
document or other justification for its absence. Because of
our extensive high-end gifts, collectables and jewelry lines,
we take a physical count of a few of these key items each
morning during opening and again during closing. "
He says that when they notice a difference in the starting
and ending quantity of an item - with no transaction to
balance it - they're alerted to possible shoplifting. When
that happens, he says they go back to the video footage.
Roger's Gardens uses security cameras to monitor what's
going on in their store.
" Over the past year or two, we have upgraded our
security cameras from about 30 to now over 90. That may
sound like a lot, but they are now relatively inexpensive, "
Sullivan says. " We originally installed these to document
trips, slips, falls, and other liability and lawsuit claims,
but are finding them at least as useful in reducing our
shoplifting. High-quality, high-resolution waterproof
cameras are now very inexpensive and can be sourced on
Amazon at under $100 each. However, you will also need to
run cable for these - we do not recommend the wireless,
Wi-Fi versions. You will also need a server that can store
the videos and software that can be used to archive and
access the footage - we are using Blue Iris Security and
Webcam Software.
" We have enough cameras now that we can almost track
the person from camera to camera completely through the
store, until they exit, " Sullivan says. " Then comes the most
important part. We also have cameras in key locations in
our parking lot, and especially at our two entrance/exit
driveways. These same inexpensive cameras are easily able
to capture the license plate of the vehicle. This is the key
step - getting the vehicle license. Before we had these
driveway cameras all we had was a photograph of the
" A well-thought-out floor
plan and good flow go a
long way in preventing
theft, " says Dustyn Miller.
shoplifter and hoped that they would be recognized by
our staff if they returned. Sometimes they did, often
they didn't. Now, with the vehicle license, we know who
they are.
" We save the video footage to a file and record a few
other details, such as the date and time of the event, the
item numbers, retail values, and so on. "
Code Green
Sullivan says a very strong relationship with their police
department, especially the detectives, is vital. In the case
of a theft, they notify their principal detective, provide the
video file and other information, and the police department
takes it from there.
" Because of our strong working relationship, these
detectives, they then contact the suspect. More often
than not, the merchandise is retrieved and the shoplifter
is either prosecuted or issued a 'No Trespassing' order. In
California, currently a criminal prosecution is when more
than $950 in retail value has been taken, but that may
vary by state or municipality. For thefts under $950 the
prosecution would be a civil case. The decision to prosecute
or not is the choice of the business. "
Sullivan says that occasionally they notice a shoplifter
in the act. " For many years, we have had very effective
internal procedures to handle these. When a staff member
suspects a shoplifting, they call a 'Code Green' on their
radio. At least one manager will immediately respond
and discretely go to the location of the staff member. The
suspected shoplifter is pointed out to the manager from a
distance, and the employee returns to their job. It is very
important at this stage to not involve or even notify other
staff of a shoplifting in process. Too many eyes on the
person(s) will almost always alert the suspect.
" Only after the person exits the store with the
merchandise do we approach them - never before, and
always as a pair, " he says. " A shoplifting has not occurred
until they pass the normal location of payment, even if
the item is concealed. We very politely ask for a receipt
or proof of purchase. It is important at this point to not
accuse anyone of shoplifting, no matter how certain you
64 | LAWN & GARDEN RETAILER | JANUARY 2023
January 2023

Table of Contents for the Digital Edition of January 2023
