Respond to crime and violence in your retail business with this free guide

December 4, 2024

Jessica Bowes

Ontario retail businesses struggling to cope with a sharp rise in crime, violence and harassment endangering staff and customers and threatening profits have a new resource to turn to for help: the Retail Safety & Security Guide.

The guide is a collaborative effort of the Retail Council of Canada, Workplace Safety and Prevention Services (WSPS), the Toronto Police Service, and the Ontario Association of Chiefs of Police. “It encapsulates the knowledge and expertise of each of these groups into practical guidelines to help retailers proactively prevent crime and ensure a safe work environment,” says WSPS Consultant Shawn Chadwick.

In addition to providing tools, resources, checklists and a helpful Q&A, the Retail Safety & Security Guide offers detailed information and guidance on:

making your premises less vulnerable to crime
preventing robbery, break and enter, fraud, shoplifting, and other forms of crime
responding to each type of crime
understanding your legal duties concerning employee health and safety
addressing abusive customers, suspicious individuals, intoxicated customers or people experiencing a mental health crisis
employee training

Rising threats in retail: How to protect your team and customers

Along with an increase in retail crime, Toronto Police report an increase in aggravated assault and the use of weapons, putting both staff and customers at increased risk of both physical and psychological injury.

“The first thought of any retail employer should be, ‘how do I protect the safety of my staff, myself, and my customers,’” says Shawn. Employers have a duty under the Occupational Health and Safety Act to identify and reduce (or eliminate) workplace hazards, including violence and harassment. The guide includes a template for carrying out a risk assessment in your retail store; a crucial first step.

Their next move is to put policies and procedures in place for employees to follow if a potentially dangerous situation arises and then train them on those procedures, says Shawn. ““Remember that employees may come from different cultures and backgrounds, so acting on instinct alone is not enough. Everyone needs to be clear about what behaviour is expected. Run practice drills so that everyone is thoroughly familiar with what to do. Follow that up with regular safety talks.”

The guide includes examples of how to respond safely during a wide range of situations, including shoplifting, robbery, fraud, break and enter, or when dealing with a suspicious individual or an intoxicated person. “These steps can be incorporated into your own policies and procedures and training programs,” notes Shawn.

Take a non-confrontational approach

Whether your employees are faced with shoplifting, robbery, fraud, suspicious individuals or intoxicated persons, the potential for violence is always there. “It’s vital for employees to stay safe by taking a non-confrontational approach,” cautions Shawn. Prepare your employees in advance with training in active listening, de-escalation skills, and mental health first aid.

Here are examples from the guide of how employees can respond in a non-confrontational way to someone who is acting suspiciously:

Do not argue, accuse, threaten, physically engage with the individual or prevent them from leaving the store.
Offer customer service assistance as you would to any customer. This can help prevent the situation from escalating and violence from occurring.
Keep a distance of six feet between you and the individual, using physical barriers such as counters and display cases to ensure a safe distance.
If possible, take note of identifying information.
iI you feel there is a threat of violence, contact your manager, loss prevention office, or private security.

The guide also provides direction on debriefing after an incident, when to call the police, required documentation, and much more. “It’s a really good resource that gives retail employers very proactive, practical ways to empower employees with the knowledge they need to keep them safe.”

Check out the Retail Safety & Security Guide on the Retail Council of Canada’s website.