The Post-COVID Surge of In-Store Violence and Evolving Loss Prevention Policies

The retail world has seen a major shift in crime since COVID-19 hit. Before the pandemic, retail crime mostly meant shoplifting — sneaky folks trying to swipe products without getting caught. But now, we’re seeing a worrying trend toward more violent behavior. This new wave of aggression is putting employees, customers and store property at risk.

The Changing Landscape of Retail Crime

With this shift in crime, store owners and managers are facing new challenges. Theft is still a problem, but the rise in violent incidents has made retail environments much more dangerous. This trend isn’t uniform across the board — stores selling everyday goods in high-traffic urban locations are generally at higher risk than specialty retailers and those situated in suburban shopping centers.

This increased risk has forced retailers to reconsider their loss prevention strategies. It’s no longer just about stopping theft; protecting staff and customers from harm is now a top priority, prompting retailers to adopt more comprehensive and proactive approaches to loss prevention and safety. 

Drastic Measures in High-Risk Areas

In response to the surge in violent behaviors, some regions have seen retailers implementing drastic measures to enhance security. For instance, in certain high-risk spots, there have been reports of using tasers to subdue thieves. These extreme steps are usually a last resort and are often seen where other stores in the area are also ramping up their security tactics.

Retailers have to walk a fine line here. On one hand, they need to ensure the safety of their employees and customers; on the other hand, they must avoid appearing overly aggressive, which could lead to negative publicity. Finding the right balance between ensuring safety and maintaining a positive public image is a complex challenge that many retailers are now grappling with. 

Boosting Store Security: 6 Key Strategies

To tackle these challenges, here are six strategies retailers can use to enhance security and create a safer shopping environment:

1. Improve Access Control: Managing the number of people in a store is crucial. Touchless access systems with facial recognition can help identify authorized employees and flag potential intruders quickly. These systems can secure a facility in seconds using remote and cloud-based technology, keeping everyone safer.
2. Implement Anti-Theft Devices: Modern tools like radio-frequency identification (RFID) and electronic article surveillance (EAS) systems can detect theft at exits and improve deactivation at checkout. These are especially effective against organized retail crime (ORC) targeting high-ticket items, helping retailers focus more on enhancing the shopping experience.
3. Outsource Retail Security Management: Not all retailers can afford a full-time security team, so options like remote monitoring systems are cost-effective. Professional loss prevention support can keep an eye on stores and products, with expert teams monitoring video footage and reporting suspicious activity. This approach allows retailers to have round-the-clock surveillance without the high costs associated with maintaining an in-house security team. 
4. Conduct Fraud Training: With staffing shortages, training employees to spot and handle fraud is crucial. Regular fraud training shows that theft won’t be tolerated and helps employees recognize and report suspicious activities. As ORC gangs get more sophisticated, continuous training keeps staff informed and vigilant.
5. Use Analytics to Monitor Employee Theft: Technology such as data analytics for retail can help loss prevention teams identify theft on a granular level, focusing on specific issues. Combining analytics with video monitoring lets retailers keep an eye on employees and inventory, reducing theft opportunities and minimizing losses.
6. Train Employees to Handle Violence: Equip employees with advanced training to confidently manage violent situations, including conflict avoidance techniques. Encourage them to report any incidents of violence, and ensure outdoor areas are well-lit and accessible to enhance overall safety.

Prioritizing Safety Without Sacrificing Customer Experience

The surge in in-store violence post-COVID has significantly impacted the retail industry, demanding a shift in loss prevention policies. Retailers now must prioritize safety while still addressing theft. By adopting comprehensive security measures — like better access control, advanced anti-theft devices, and ongoing training — retailers can navigate these new challenges and better protect their environments.

Balancing safety with a positive public image is key, and retailers must continually adapt their strategies to meet these evolving demands. The retail industry’s response to this surge in violence will determine how well it can protect people and assets while maintaining a welcoming shopping environment. As retailers adjust to these new realities, the focus must remain on flexible and proactive strategies that prioritize safety without compromising the customer experience.

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Brian Brinkmann is the Chief Product & Marketing Officer at Agilence, a leading loss prevention and operational analytics provider for retailers, grocers and restaurants. Brinkmann is an industry veteran with over 25 years of experience bringing analytics, data mining, machine learning and AI products to market to improve business and organizational performance.