How Retail Security Guards & LPOs Stop Shoplifters

In last week’s blog, we covered the 5 steps of theft and how loss prevention security guards use them to safely and legally apprehend shoplifters. At Blackbird Security, we know how important real-world scenarios and live demonstrations are to training, which is why we created a complementary video that demonstrates the five steps in action.

If you’re a security guard, a store manager, or a business owner, and you’re interested in learning more about loss prevention, this article is for you. With over ten years of experience protecting Canadian businesses from coast to coast, we understand the challenges retailers face from shoplifting.

Missed our previous blog? Check it out here: What Are the 5 Steps of Theft in Retail Loss Prevention?

Key Takeaways:

• The five steps of theft are essential for lawful, safe apprehensions. 

• The steps (selection, concealment, continuous observation, passing the point of sale, and leaving the store) must all be observed in sequence to validate a stop.

• Following the five steps protects guards, retailers, and customers. 

• When confronting shoplifters, calm communication, clear instructions, and a professional approach reduce escalation and ensure safety.

Recap: The 5 Steps of Theft

To recap our previous blog, the five steps of theft are:

• 1. Selection: Observing the subject select and remove an item.

• 2. Concealment: Observing the subject hide the item in their clothing, a bag, or otherwise conceal it from view.

• 3. Continuous Observation: Continuously monitoring the subject to ensure they don’t put the item down, or that they don’t legitimately own the item already. 

• 4. Passing the Point of Sale: Seeing the subject pass the point of sale, whether that’s cashier counters or self-service checkout lanes.

• 5. Attempting to Leave Store: Watching the subject leave the store.

It’s important that guards only approach subjects as they’re leaving the store, which is a clear indication of intent to steal. If a guard approaches the subject during any of the previous steps, they can challenge the guard by stating they haven’t completed their shopping or that they’re waiting for someone else to pay for the item.

The Purpose of the 5 Steps of Theft

The purpose of the five steps is to:

• Facilitate a safe, nonviolent recovery for the security guard, the subject, and bystanders, including store employees and customers.

• Ensure the subject is trespassed from the store. To “trespass” means to officially ban the subject from store premises. Should they return to the store, they can be arrested and prosecuted for trespassing.

• Prevent liabilities or false claims made against the security guard or the store. 

Following an established protocol for handling shoplifting incidents ensures replicable, reliable results. Additionally, the five steps were designed to comply with the Criminal Code of Canada, ensuring that every apprehension is conducted legally. 

5 Steps of Theft: Demonstration

Watch our video below, where we demonstrate the five steps in action inside a real store.

Why It’s Critical for Retail Security Guards to Understand Their Store

As mentioned at the beginning of the video, security guards must understand the store they’re protecting, the products it carries, and its layout to effectively execute the five steps. Remember, the security guard must witness the individual select the item, take it, and conceal it. 

Knowing the store layout allows them to quickly determine whether an individual is approaching a section containing high-value goods, signalling to the guard that they should monitor the individual. Proactive monitoring is an effective way for guards to ensure they complete all five steps of the theft process.

After the 5 Steps: How Security Guards Confront Shoplifters

Once the security guard observes the subject through all five steps in sequence, including leaving the store, the guard must calmly and professionally approach the subject. Here’s how Mike, Ontario Field Manager at Blackbird Security, conducts the interaction:

1. Approach 

Mike approaches the subject as he’s attempting to leave the store. He greets the subject loudly and steps between him and the door. This effectively blocks the subject’s exit, preventing him from escaping before he can be apprehended. 

2. Communication

Mike announces that he is a security guard for the store. He informs the subject that he saw him take and conceal an item from the store, that the item was not paid for, and that it is in the subject’s front left pocket. 

3. Ask to Return the Item

Mike then politely but firmly asks the subject to return the item. He repeats the request until the subject complies.

4. Trespassing the Subject

Once the subject has handed over the item, Mike informs him that, under the Trespass Property Act (Ontario), he must issue a verbal trespass notice for a period of two years. Mike tells the subject that he is prohibited from returning to the store for two years, and the subject is released.

Why Professionalism in Retail Security and Loss Prevention is Critical

As Mike demonstrated, a professional attitude is critical when handling shoplifting incidents. Speaking firmly but calmly minimizes the likelihood that the subject will escalate the situation. This protects the guard, store employees, and 

When apprehending shoplifters, security guards absolutely must maintain a level head and emotional regularity. If the subject poses a safety risk to the guard or bystanders, the security guard may use reasonable force to subdue them and maintain safety in the store.

Partner With Blackbird for Retail Security and Loss Prevention

At Blackbird Security, we proudly train our guards through our industry-leading Blackbird Academy program, where they learn skills necessary for retail security, including peaceful de-escalation, report writing, first aid, and the five steps of theft. We’re proud to safeguard prominent businesses in Canada, like MEC, Canadian Tire, and many more. Our guards conduct retail operations professionally, ensuring a peaceful shopping environment at all times while protecting your store’s profits.

Contact us today to learn how our team can protect your store, or check out our guide to retail security and loss prevention to learn more about the field.