Detecting and observing theft, whether it is via surveillance camera or live, of shoplifters or fraudsters, employees or suppliers, is an art form and a science, requiring intuition based on experience and a host of crafted skills. It is both exhilarating and challenging and has physical and financial risks.
There are so many varied circumstances and people involved in fraud or theft that it is impossible to itemize and describe them all here. Instead, we will focus on more general tactics suitable to different business types. Should you want individualized recommendations or solutions for your business, we recommend that you contact us through the various contact methods provided. We will be pleased to assist you.
Many of the floorwalkers in larger retail outlets are poorly trained and obvious or observe cameras from a remote locate which hinders detection of details and impedes apprehension of those detected. Most store investigators do not inform themselves about the study of body language, movement patterns, indicators, opportunities and even the law.
Most non-retail businesses assume that they are not vulnerable to theft and fraud when they are at significant risk.
Businesses also fail to address the unique differences in opportunity for suppliers, customers and employees and do not employ adequate mitigation strategies.
The art and science of detection is very nuanced, but also logical in a seemingly random, illogical environment.
The most successful investigations, therefore, require integrated approaches to both detection and deterrence.
Detection involves anticipation and observation. Anticipation can be precipitated by indicators, motivation and known opportunities. Observation involves interpreting movements, knowing layout and asset location and access. This applies to physical theft issues, non-technology fraud and computer or cybersecurity. While there is a wide diversity of methods and situations involved, whether it is internal or external loss, technology or basic, fraud or theft, many principles cut across the spectrum while others are unique to the specific environment in which they occur.
There is a guiding principle in observation technique: Pay attention to the differences. What seems out of place, out of sequence or out of the ordinary?
A particular style of movement, a pattern of shopping, appropriateness of clothing, changes in behaviour, a variation in item selection, unusual work habits, different relationships with staff, suppliers, drivers & customers all may indicate problem areas to be observed.
At the same time, how you behave will alert, consciously or unconsciously, others to your activity. You need to be aware of these details to be an effective investigator.
Observation may involve “live” in person observation, use of cameras, article tagging, security devices like mirrors, loggers and trackers on phones and computers, specialized software and an assortment of other technology or equipment. It can be remote or in person. Use of technology has provided enhanced observation capacity for businesses but also enhanced opportunity for fraudsters and thieves.
Equipment & Placement
See equipment section for discussion on use of surveillance devices
Deterrence versus detection
Deterrence is always best, if it prevents chronic or repeat losses. Detection is best where there is irregular, large ticket losses that cannot be funnelled or eliminated by obvious deterrence.
Live Observation
Live observation requires a combination of playing chess, hunting for wild game and laying a trap. It requires that you know how to move to be in the best position while not arousing suspicion. It requires that you anticipate the suspect’s movements and intentions. It requires that you read the trail that he is laying.
How to Observe
When you are observing a suspect, you must do so discretely. That does not mean you must be hidden. It means you must blend in.
Motion attracts attention. Think of being in the bush and hearing the army of birds around you. Yet, you rarely see the birds, unless they want to be seen. When they fly from one branch to the next, you notice. When they remain motionless, you don’t. Try to move at a normal pace, and only when necessary.
Many times, I would be right at the end of an aisle and the suspect would not see me, if I was partly turned away. Or I would be on the other side of a display rack and remain unseen.
Be relaxed. Terrible “floorwalkers” walk, abruptly looking from side to side, carrying a basket or a cart as if it were a weapon. Relax. Be a shopper. If you are observing an employee or a sales rep, don’t stare directly. Amble. Act just like every other staffer. Rigid postures are dead giveaways.
Do not make sudden movements or changes in direction or action.
Use the tools at your disposal judiciously. Don’t stand and stare into a mirror, but casually glance as you move past. Rearrange counter displays to your advantage before starting surveillance. End displays are particularly helpful. Rely on the Wi-Fi capability of your surveillance cameras and watch on your phone. Few will suspect you are watching them, because so many people are lost on their cell phones in public.
Create your own tools. I melted the handle of a dental mirror into a ring shape, kept it on my finger and used it like a rear view mirror while pretending to scratch my head. With my back to the suspect, they thought I could not be watching them.
Set up advantageous surveillance points, like a hunter plotting and anticipating the movement of a feeding deer.
Anticipate, based on how the suspect is moving, where they will go next and beat them there. Most of them will not believe you could be watching them of they, in fact, walk in on you.
Blend in with others. Do not cross the suspect’s path too often, but do not make startled movements to avoid crossing their path.
Use existing cover. Stack outs, racks, clusters of shoppers, all offer natural cover.
Understand the suspect’s routine, whether it is a customer, sales rep, drive, cleaner or staff member. Most of us have routines and this applies to our movements in areas with which we are familiar. Observe and respond.
Many thieves have favourite or habitual places or times that they are active. This is true of sales reps, who follow a pattern of calls and routines within those calls, as well as staff, who have preferred times and places where they will commit their crimes. Understand the suspect’s behaviour in advance.
Be aware of other people, particularly staff and customers, around you and do not arouse their attention unnecessarily.
Be aware whether your cameras use Wi-Fi hotspots that they can discover. This may tip them off to covert surveillance. Keep the user names of those connections innocuous (not Camera 1, or Office Camera).
Funnel activity as much as possible, like you flush deer. Or lure your chess opponent into a trap.
Don’t overdo setting up an obvious, fake opportunity as the suspect may become suspicious.
Let the deviant act complete before you intervene. This establishes intent beyond a doubt.
Body Language
Probably the most indictive technique to detect potential thieves is body language. We speak volumes with our gestures, movements and postures when we are under stress or are tense. Being in the act of committing a crime makes everyone react more distinctly, even seasoned shoplifters.
The first feature of a person preparing to steal or commit any deviant act is rigidity and hyperawareness or hyperfocus. Both override the body’s natural movements.
When a shoplifter is about to pick up an item they intend to steal or is about to conceal that item, their primary thought is to not be observed. But the thief then looks around, rather than at the object, or becomes overly focused on pretending to examine the item.
This is different from a regular shopper, who, once they have committed to the item, casually place it in their basket or cart and begin to search for their next purchase.
A shoplifter will look beyond their cart or basket, scanning for people. This is an unnatural shopping posture.
The shoplifter also will stand closer than a regular to the display rack or counter while selecting or concealing the target item. Conversely, they may also step to the far side of the aisle, which gives them perspective on who is entering or observing. This positioning is far less common than standing overly close.
The same unique posturing occurs, even in potential armed robbery situations. While in Florida on vacation, I observed a man watching in from outside convenience store. Once he entered the store, he moved directly to the rear of the aisles, then picked up a bag of chips, feigning examination but looking beyond the object toward the cashier. I moved beside him, and then moved along with him, close but not too close. This made him nervous and after a few moments, he departed. A few hours later, I heard on the television news of a holdup at that store, with a suspect matching the description of my suspect, precisely. All his body language said he wanted to rob the store.
I have observed similar mannerisms and movements on scores of suspects while watching hidden camera records, all which led to theft behaviour.
This rigidity and hyperawareness also occur with employee thieves and suppliers or sales reps but is much more difficult to spot. If observing on camera, note if the employee becomes more focused, intent or stilted whenever other employees approach, as this is indicative of prospective theft behaviour.
MUCH MORE TO COME.