J
Jewelry (Fine)
This discussion will relate to fine jewelry, not costume jewelry. Fine jewelry can be described as high price-point jewelry, such as diamonds, estate jewelry, gold, sterling silver, semiprecious stones, and fine watches.
Fine jewelry (hereinafter jewelry) stores and jewelry departments in larger stores both require special security and operational procedures because of the high value of the merchandise and its attractiveness to thieves and con artists.
This discussion will not attempt to set forth in detail procedures to cover all aspects of a jewelry store/department operation; we will provide the basic areas which require security attention and suggest some aspects of security precautions to be taken.
It goes with saying that a jewelry store needs to be adequately alarmed for protection against both burglary and robbery. Since the nature and extent of such alarms will depend on many factors individual to each location, we recommend that a quality alarm company be contacted and the specifics of the alarm coverage be developed in conjunction with them.
With respect to security procedures, we have listed areas which should be reviewed and have suggested procedures which should be considered.
Sales Procedures
• Wait on only one customer at a time.
• Show items only one at a time (except watches).
• Never permit merchandise to leave department.
• Never place jewelry trays on countertops.
• Close display cases when showing merchandise.
• Lock display cases when not showing merchandise.
• Consider using “cord” to show diamond rings. (The securing of the ring to the counter prevents a “palm and switch” theft wherein the genuine ring is palmed and a counterfeit is substituted during its examination.)
Other Considerations
• Consider using tags on diamond rings which, if removed, disqualify the ring for return.
• If merchandise is transferred between locations, fully manifest it and use locked and sealed containers for transfer.
• Count 100% of transferred merchandise off the floor upon receipt.
• Require signatures on all paperwork at each step of any process.
• Retain trash from department in sealed bag and in a secure area for at least 3 days before disposing of it.
• Conduct thorough background investigation on all employees.
• Change safe combination whenever personnel change.
• Conduct (and document) monthly alarm tests.
• Ensure the glass countertops in showcases are cemented in to prevent professionals with suction cups from lifting up the glass to obtain access to inside of case.
Job Descriptions
Job descriptions are essential in any work environment. Descriptions inform the employees what’s expected of them in terms of performance, their authority, and where they “fit” in the organization. Job descriptions, from management’s perspective, guide the supervisor in an objective and consistent evaluation of employees’ performance. A job description is literally a compass.
The basic elements of a job description should be as follows:
Example of a Job Description for a loss prevention manager might look like this:
Position: Loss Prevention Manager
Objective of the job: To ensure the store-level loss prevention officers are properly trained in, understand, and comply with company LP policies and procedures, and the totality of the in-store program meets store and company expectations.
Dimension of the position: Directly supervisors five (5) full-time and part-time loss prevention officers.
Nature and scope of the position:
• Position in the organization: Reports up to the District Loss Prevention Manager (DLPM) and downwardly supervisors five LPOs.
• Mission and environment: Protection of employees, customers, invitees, property, and merchandise in the store of assignment 365 days a year.
• Specific function: Trains, schedules, and supervises the LPOs and serves as liaison between LP and store management by doing the following:
• Function of subordinates: Monitor CCTV cameras and patrol floor of store to identify and either prevent acts of theft by customers or detect and detain customers engaged in shoplifting. Conduct investigations into suspected internal theft, as assigned. Conduct store inspections, as assigned.
• Principle challenge of the position: Ensure that subordinates understand and comply with the extremely important rules, as the “Six Steps” required in detentions and reports are professionally prepared documenting detentions.
• Authority of the position: The LPM has the authority to conduct internal interviews when approved by the DLPM and has the authority to discipline subordinates up through the third written final warning. The LPM has the authority to conduct the annual performance evaluation and rate his or her subordinates.
• Relationships to those above and below the position: The LPM is the representative and voice of the DLPM, ensuring store-level compliance with company LP policies and procedures. The LPM is the spokesperson for subordinates for problems, suggestions, or questions which arise at the store level. The LPM has essentially the same “middleman” representative role between in-store LPOs and store management.
• Requisites: The LPM must have knowledge of
Local and state laws relating to the crimes which commonly occur in the retail environment, including the authority of LPOs to make arrests• Experience: A minimum of three (3) years experience as a LPO or two (2) years of proven supervisorial experience in a related LP or security function coupled with one (1) year LPO experience in the company.
• Education: High school graduate plus a minimum of thirty (30) college credits (1 year) in security management, criminal justice, or industrial safety (or combination of the above).
Clearly, when every position in the company is thusly spelled out with such clarity, performance from top to bottom invariably improves, and the general welfare of all members of this well-ordered organization is enhanced.
Juveniles
Juveniles (persons between the age of 13 and 17) represent a significant shoplifting threat to retailers nationwide. Research by credible authorities indicates juveniles constitute between 25% and 33% of all shoplifting activity in the United States. Hence, their presence in a store deserves attention.
Practical experience tells us juveniles prefer to shop and shoplift while with friends as opposed to being alone. And juveniles share their “secrets” about stealing and boast as to how easy it is and how rewarding shoplifting can be. Hence, successful juvenile shoplifting can proved somewhat endemic in given schools, which consequently impacts on the retail community. The best and most productive strategy in dealing with these young people is to provide the best possible customer service to discourage theft.
Despite the best service and efforts to thwart shoplifting, some will nonetheless steal and be caught. Whenever juveniles are dealt with, they must be handled differently than adults.
When a juvenile is apprehended for shoplifting, for example, the following procedures should be followed:
• Always release to a parent, legal guardian, or the police. Never release a juvenile on his or her own.
• Photograph juveniles only if allowed by local laws and never if under age 10.
• Do not get written or signed confessions from juveniles under age 15.
• Avoid handcuffing juveniles unless you can clearly articulate the necessity to do so.
• Generally avoid prosecuting juveniles under the age of 17, unless the juvenile is a repeat offender, is combative, commits a felony, has stolen more than one item, or other extenuating circumstances exist.
While the preceding procedures are designed to protect both the store and the juvenile, the agent must always keep mind that, when apprehending an adult or a juvenile, he or she does not know the background of the individual. The fact that a suspect is a juvenile does not remove the potential for violence, and the person making the detention must remain vigilant and aware of his or her surroundings at all times, whether dealing with juveniles or adults.
With respect to “dealing” with juveniles, the professional loss prevention agent, store executive, or store owner should bear in mind these young people are still impressionable, and some positive results can arise from this otherwise negative contact. Juveniles, in most cases, want to be respected and treated as adults. Courtesy can go a long way in making this contact a learning experience which could contribute to the youngster’s later decisions on how he or she should steer his or her future conduct.