LP Magazine

JAN-FEB 2019

LP magazine publishes articles for loss prevention, asset protection, and retail professionals covering shrinkage, investigations, shoplifting, internal theft, fraud, technology, best practices, and career development.

Issue link: http://digital.lpportal.com/i/1078914

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Page 23 of 77

needs of the business. This requires an ongoing effort to challenge ourselves and our decisions to ensure that we provide the best possible outcomes. When it comes to theft and related retail crimes, we must always look for internal solutions to the many concerns on our plates. We must also work with community leaders, legislators, and law enforcement, jointly communicating our thoughts and ideas while pursuing effective and reasonable answers to the many questions that we face. This is a shared responsibility requiring the cooperation and support of everyone involved. Communication is important, but so is perspective. We aren't referring to a youngster stealing baseball cards and bubble gum. This is a multibillion-dollar problem that is only getting more serious—and more dangerous—as we move forward. Retailers are in business to sell their products and turn a profit. Serving the retail customer is our primary responsibility. We invite the public into our stores, present our products in a way that is attractive, desirable, and convenient to our customers, and persistently look for ways to best serve those customers, meet their needs, and keep them coming back. But among the wave of valuable customers that enter our stores every day, we can neither avoid nor ignore those who are intent on malicious actions that threaten the retailer's bottom-line—and even more importantly, threaten the safety of customers and front-line staff. It's something that is an unavoidable aspect of the business and in many ways beyond our control. There remains a fine but clear line between protection and service. There is a responsibility to attempt to manage those guests with less-than-pure intentions and those making poor decisions. Our first desire is to control theft through prevention and deterrence, but hard-core, repeat, and violent offenders need to be dealt with appropriately. All of this must be accomplished while remaining respectful to the needs and perceptions of our customers and maintaining the public trust. Retail businesses serve and support our communities. They strengthen local economies by offering essential products, providing jobs, generating tax revenues, and championing community projects. The burden of dealing with all these concerns shouldn't simply fall on the shoulders of our retail community. Retailers are not "the bad guy" in this equation. So what's a retailer to do? Together we need to find the answers. JACQUE BRITTAIN, LPC, is editorial director for LP Magazine. Prior to joining the magazine, he was director of learning design and certification for Learn It Solutions, where he helped coordinate and write the online coursework for the Loss Prevention Foundation's LPC and LPQ certifications. Earlier in his career, Brittain was vice president of operations for one of the largest executive recruiting firms in the LP industry. He can be reached at JacB@LPportal.com. WALTER E. PALMER, CFI, CFE, is the practice leader for EPIC Integrated Risk Solutions where he leads their consulting, training, and research efforts for the LP industry. He has over 35 years of experience in retail LP and is a frequent speaker at industry conferences around the globe and regular contributor to LP Magazine. He serves on the advisory boards for the International Association of Interviewers and the National Association for Shoplifting Prevention. He can be reached at walter.palmer@epicbrokers.com. 22 JANUARY–FEBRUARY 2019 | LOSSPREVENTIONMEDIA.COM SHOPLIFTING RESPONSE, REACTION, AND RECOURSE

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