Loss Prevention Guidebook

protecting creativity, community, and opportunity through loss prevention loss prevention guidebook protecting creativity, community, and opportunity through loss prevention loss prevention in our stores is not just about protecting products, it's about protecting our teams, and the livelihoods of the makers and small businesses who trust us with their work many items in our stores are one of a kind, handmade pieces when a product is stolen, an individual artisan feels the impact of that loss each handmade item represents someone's time, creativity, and dreams our goal is to create safe, welcoming spaces where vendors, customers, and staff can all thrive together! at makers, loss prevention is rooted in our values empowering local strengthening community creating with purpose shopping with impact building and growing together this guide helps staff prevent loss while continuing to maintain inclusive, respectful customer experiences our loss prevention philosophy "community centred protection" traditional retail loss prevention focuses on catching thieves our approach focuses on preventing loss through presence, care, and connection we protect our stores by being attentive creating welcoming interactions supporting customers and makers maintaining organized, well managed spaces "acknowledge every customer, stay visible in the store, and offer helpful service " when customers feel seen, supported, and engaged, loss incidents decrease naturally! core principles for staff 1\ leading with a warm welcome a friendly greeting is one of the most effective prevention tools example "hi! welcome to makers can i help you find anything today?" a greeting like this will acknowledge the customer's presence build connection reduce anonymous behaviour in the store 2\ staying engaged, not suspicious our role is customer support, not surveillance focus on helping customers discover products sharing maker stories offering assistance instead of watching people, we connect with them 3\ protecting the space clean, organized stores help to naturally reduce loss maintain clear sightlines organized displays well stocked shelves strategic product placement (high risk items located in high visibility areas) messy or cluttered displays can create opportunities for unnoticed loss 4\ be inclusive & respectful loss prevention must never target or profile customers based on race, gender, age, appearance, or socioeconomic status focus on observable behaviours , not personal characteristics never physically search a customer or their belongings any bag or receipt check is voluntary only, requires the customer's consent, and can never be forced everyone deserves a welcoming shopping experience in our stores! everyday loss prevention practices 1\ greeting customers always greet within 15 seconds of entry example "welcome! let me know if you'd like help finding something special today " "we carry work from over 100 local makers if you have any questions, feel free to let me know!" this shows the customers that we are attentive & available to help 2\ circulating the store staff should naturally move throughout the store to offer customer assistance maintain displays stay aware of activities in the store avoid staying behind the counter for long periods of time always follow your store specific zoning areas during peak shopping hours please refer to our zoning policy 3\ product storytelling talking about products helps build connection and reduce loss take time each week to learn about 3 5 different makers and their products example "this ceramic mug is handmade by a local vancouver ceramicist who handmakes all of his glazes in his home studio every glaze is unique!" when customers understand the human story behind an item, they tend to treat it differently 4\ high risk items some items may require extra care such as jewelry small items press on nails limited edition pieces to help protect these items keep displays tidy offer assistance quickly reposition items regularly ensure they remain in visible areas recognizing risk without judgement loss prevention requires awareness, not suspicion possible indicators of risk may include the following large bags placed near small items carrying large, empty bags from other stores repeatedly handling items without purchasing frequent glances at security cameras attempting to move to less visible areas regularly surveying surroundings groups splitting up or using distractions wearing or holding onto large puffy jackets on warm days these are situational behaviors, not personal characteristics the response should always be service oriented example "let me know if you'd like to see more pieces like that one we have some similar items over here " remember, context matters normal a customer browsing multiple sections, handling products, or occasionally checking their phone suspicious a customer repeatedly checking over their shoulder while quickly moving items into a bag or pocket responding to potential theft first, check in with yourself are your concerns fair, or are they biased? if you suspect a potential theft, never accuse or confront aggressively consider the following step 1 re engage & increase presence stay nearby and continue assisting depending on where they are in the store or what they are looking at, here are some questions and gestures you can make while keeping a close eye without obviously hovering over the customer offer a basket "here's a basket in case you find a few things you like" "here's a basket so your hands are free while you browse" "here's a basket while you browse around, i'm here if you need help finding anything" product engagement "great choice! that's one of our most popular items " "that shelf just got restocked this week these items are new!" this shows that staff are aware of the product and are in the surrounding area signals product familiarity area check in "how's everything in this section? finding everything okay?" maintains presence in areas with low visibility where theft may occur friendly & not confrontational helpful observations "that item actually comes in a few other colours, let me show you!" shows staff attention to what the customer is holding in their hands encourages conversations offer assistance with items in hand "i can hold those at the front for you while you keep browsing" reduces items carried around the store helps prevent concealment encourages continued shopping closing engagement "i'll be right over here if you need anything" maintains visibility keeps customer aware staff are nearby note please be mindful and ensure that you are observing rather than following customers that may seem suspicious keep busy with tasks in surrounding areas and continue to interact with other customers while observing we do not want to send the message that anyone is under surveillance while shopping with us step 2 notify management if concerns continue and there is a manager on shift, inform them discreetly stores may use a code phrase to communicate concerns without alarming customers example "we're running low on medium bags at the mobile till!" "stacy is coming to visit today!" "who wants a dairy queen ice cream sundae?" each store may develop its own internal communication method, as long as all staff members are aware! step 3 if the security alarm sounds assess your safety first use non accusatory language "we might have forgotten to deactivate a tag " "perhaps it's from a purchase made elsewhere let's sort it out together " step 4 if theft occurs, document the incident note key details (time, description, suspected items) record the incident using the workplace incident report form, as well as documenting the incident in the eod report save security footage if possible be mindful of complying with legal standards when documenting some things to note privacy protections for minors security footage of minors can only be used for internal investigations or law enforcement purposes and cannot be shared publicly without parental consent or a legal mandate minors' identities must remain confidential to protect their dignity legal considerations minors, typically individuals under 18, must be handled discreetly and with minimal intervention parental or guardian involvement is required when law enforcement is notified safety first your safety always comes first staff should never physically intervene confront customer aggressively follow anyone out of the store if theft occurs stay calm do not pursue the individual inform management document the incident notify police only when necessary (e g , repeat offenses, significant theft, or unsafe behavior) no product is worth risking anyone's safety this guide sets the makers standard across all of our locations loss prevention and privacy laws differ by province and state — where local law is stricter, always follow the stricter rule if you're ever unsure how to handle a situation, pause, stay safe, and check with your manager or the p\&c team specific situations and how to handle them 1\ you watch a customer slip something in their bag a gentle reminder "hi there – please make sure that you're keeping everything visible while shopping i can hold that at the cash desk for you if you'd like " if the customer hesitates or plays it off "no worries, we just ask that you please keep this in mind when shopping with us " if they comply "thanks, i appreciate it i'll have it ready for you up front " if they don't comply (still calm, but firmer) "just a reminder that we require all items to be visible while you're shopping i ask that you please respect this policy " if they still don't comply, managers may use discretion 2\ you suspect a coworker might be stealing if something seems off, focus on what you actually observed what was the date and time? what happened from your perspective? were there any witnesses? remember, always stick to facts , not assumptions report your concerns to your manager promptly if you do not feel comfortable doing so, report to the p\&c team (claire) when reporting be factual and neutral avoid adding personal opinions share only what you observed directly example "i noticed something that might not follow policy, and i wanted to flag it so it can be reviewed " your job is to observe and report, not prove never confront a coworker you suspect might be stealing do not discuss suspicions, or gossip with other coworkers 3\ a known, violent, repeat offender enters the store assess your safety if you think you might be in danger, do not engage instead, discreetly call for security, or police if necessary considerations for minors minors (typically individuals under 18) are entitled to equal treatment and respect, and must be handled discreetly when in doubt, always take the most cautious approach never publicly accuse, detain, or physically stop a minor — keep any conversation private, calm, and low key favour educational or parent/guardian led resolutions over punitive action involve police only when necessary (e g , repeat offences, significant theft, or uncooperative behaviour), and loop in a parent or guardian when police are notified as a makers standard, we keep a minor's identity — and any security footage of them — confidential, using it only for internal investigations or where legally required minors' rights and parental notification rules vary by province and state when unsure, do not act alone — contact your manager and follow your local (provincial/state) requirements in summary in utilizing our customer service skills to the best of our ability, we can keep ourselves safe, protect our makers, and continue to cultivate a welcoming and safe community for all thank you for all your hard work in this mission!