1. Philosophy & Approach
Belleville Market is a modern neighborhood department store rooted in hospitality, community, and trust. Our loss prevention strategy reflects these values — focusing on guest engagement, proactive assistance, and a welcoming environment rather than confrontation.
Our goal is simple:
Create a shopping experience where guests feel seen, supported, and engaged — and where potential shoplifters feel deterred by presence, service, and connection.
We do this by prioritizing:
- Warm, genuine interactions
- Helpful and attentive service
- Clear visibility of merchandise
- Staff awareness and communication
- Safety above all else
We DO NOT approach loss prevention through confrontation, accusations, or physical intervention.
2. Deterring Shoplifting Through Guest Engagement
Modern retailers use service-based deterrence because it is:
- Safer
- More effective
- Better aligned with hospitality
The Engagement Triangle:
Visibility → Connection → Assistance
Key Tactics:
A. Greet Every Guest
A genuine greeting sets the tone and signals awareness.
- “Hi there! Welcome in!”
- “Let me know if you’re looking for anything special today.”
Why it works: Shoplifters prefer anonymity.
B. Maintain Presence in High-Risk Areas
Check in frequently on:
- Small, high-value items
- Apparel fitting areas
- Corners with low visibility
- Displays close to exit doors
Presence = deterrence.
C. Offer Assistance Early & Often
This is both hospitality and LP strategy.
- “I can hold that at the register while you browse.”
- “I can start a fitting room for you.”
- “If you need a different size or color, I’m right here!”
Why it works: Someone intending to conceal items does not want staff attention.
D. Keep Spaces Organized
Messy displays make it harder to see what’s missing.
Tidy = deterrent.
E. Build Rapport
A short friendly exchange can prevent suspicious behavior from escalating.
Connection reduces anonymity and increases accountability.
3. What to Do If You Notice Suspicious Behavior
“Suspicious” does not always mean theft. It’s simply behavior that may require awareness.
Examples of suspicious behavior:
- Picking up multiple small items and wandering toward low-visibility areas
- Frequent looking around rather than at merchandise
- Concealing items under clothing, bags, or strollers
- Quickly removing hangtags or packaging
- An individual staying in merchant spaces without browsing
How to Respond Safely (The 4-Step Protocol)
1. Continue Engaging With Service
Always lead with hospitality — not suspicion.
Examples:
- “I can take that up to the counter for you.”
- “Would you like a basket for those?”
- “Let me know if you’d like to try anything on.”
Sometimes this alone is enough to stop behavior.
2. Do NOT Accuse
No phrases like:
- “Are you stealing?”
- “I saw you take…”
- “You need to empty your bag.”
Accusations can escalate situations, create liability, and jeopardize safety.
If behavior continues, step away from the guest and contact:
- Manager on Duty
- Guest Experience Lead
- Merchant Support (if a merchant notices the behavior)
They will assess next steps.
4. Observe, Don’t Intervene
Staff should:
- Keep the guest in sight when possible
- Note what was taken, if seen
- Note direction of exit
- Note physical description (basic, non-sensitive)
- Keep merchandise and other guests safe
Staff should NOT:
- Block exits
- Touch the guest
- Attempt to retrieve merchandise
- Corner or intimidate the guest
4. What to Do If You See Shoplifting Happening
If you witness someone conceal merchandise or walk out with unpaid items:
DO:
- Maintain your composure
- Contact management immediately
- Document what you saw (item, time, description)
- Secure the area if merchandise was damaged or discarded
DO NOT:
- Chase the person
- Follow them outside
- Try to physically stop them
- Raise your voice
- Engage beyond a friendly service-based interaction
Under no circumstances should staff or merchants leave the store to follow or confront a suspected shoplifter.
This is standard policy across major retailers and protects everyone’s safety and liability.
5. Guest-Friendly Approaches That Deter Theft (But Don’t Escalate)
If you need to re-engage with someone acting suspiciously, use service-driven language:
- “I can start a fitting room for you with those items.”
- “Let me know if you need help finding accessories to match that.”
- “Feel free to bring that up to the register while you continue browsing.”
- “Can I hold those for you so your hands are free?”
These approaches:
- Are positive
- Disrupt concealment opportunities
- De-escalate tension
- Give the guest the opportunity to correct their behavior without losing dignity
6. Merchant-Specific Guidance
When merchants are working in their spaces:
- Always rely on Guest Experience Team when in doubt
- Maintain visibility within your space
- Keep high-risk areas tidy and well-lit
- Never confront a guest or follow them beyond your area
- Report any concerns immediately to Guest Experience or the MOD
- For repeat suspicious activity, notify Merchant Support so we can adjust your layout, camera coverage, or tag strategy
7. After an Incident — Next Steps
Management will:
- Document the incident
- Review camera footage (if available)
- Notify appropriate internal departments
- Evaluate patterns or repeat behavior
- Adjust security or merchandising as needed
Merchants may be contacted for additional detail but are never expected to intervene directly.
8. The Goal: Safety First, Always
Belleville Market's loss prevention philosophy is built on three pillars:
1. Safety first — no exceptions
No merchandise is worth risking a guest or team member’s safety.
2. Hospitality is our best deterrent
A warm, engaging team is the strongest prevention tool we have.
3. We protect people before products
We value our guests, merchants, and team more than any item on the floor.