Robbery Prevention & Reaction
Staff steps for preventing theft, external and internal, and what to do if a robbery actually happens.
Purpose
New to the front desk or the retail floor? This SOP covers how we prevent theft, both from outside the building and from inside it, and exactly what to do if a robbery happens. A pet care school isn't a typical robbery target and is seldom targeted, but the far more common theft risk in this business is internal, not external, so both halves matter.
At a Glance
- Lock the lobby after dark and during non-business hours; keep an eye on retail shoppers.
- If a robbery happens: hand over the cash, then call 911 as soon as possible.
- Keep the cash drawer closed and locked, and always use your own passcode to log in and out of the computer program.
- Don't leave cash, checks, or other valuables sitting exposed on the desk if you step away.
- Count the cash register before and after every shift.
- Suspected shoplifting, by a client or a staff member, goes to a manager quietly. Don't accuse anyone yourself.
- Dogs "shoplift" too: if a dog helps itself to a low treat or toy and the owner doesn't notice, say something.
- Any retail item you use personally gets rung up under your employee discount code first.
Immediate Actions
If an External Robbery Happens
Relinquish any cash to the person immediately. Cash is replaceable, you are not. Then call 911 as soon as possible.
Preventing an External Robbery
Practice good awareness. Keep the lobby locked when it's dark outside or during non-business hours, and keep an eye on anyone browsing the retail section.
Preventing Internal Theft
Internal theft is far more likely than an external robbery, so the day-to-day discipline matters more here. Keep the cash drawer closed and locked. Use your pass code to log in and out of the computer program each and every time you use it. If you have to step away from the desk, make sure cash, checks, and similar valuables aren't left sitting within easy reach on top of the desk. Count the cash register before and after each shift so anything handled that day is recorded and correct.
Follow-Up Steps
If you suspect a client or a staff member of shoplifting, don't accuse the person. Tell a manager discreetly and explain the situation so it can be handled safely and appropriately.
Dogs will occasionally help themselves to treats or toys left within reach. If the owner hasn't noticed, politely bring their attention to it, for example, "Buddy, are you going shopping?" Letting a dog walk out of the facility with merchandise costs us the same as letting an owner walk out with it.
Any retail item used for personal reasons has to be purchased under your employee discount code before use. Not ringing it out properly, or not flagging that it was for business use, counts as theft.
Who to Ask
For an actual robbery in progress or just after, call 911. For suspected shoplifting by a client or coworker, go to a manager quietly rather than confronting anyone yourself.
Frequently Asked Questions
Why count the register before and after every shift?
So the cash handled that day is recorded and correct. Internal theft is the far more likely risk in this business, and the before-and-after count is the discipline that keeps the day's cash accounted for.
Can I accuse a client I think is shoplifting?
No. Don't confront or accuse the person directly. Tell a manager discreetly and let them handle it safely and appropriately.
What if a dog walks off with a toy or a treat?
Politely flag it to the owner if they haven't noticed, something like "Buddy, are you going shopping?" works fine. A dog leaving with merchandise the owner didn't pay for is the same loss as an owner walking out with it themselves.