Wow - I'm with Bronson - it's pretty impressive that you're able to function in a job in which you're dealing with the public for many hours per week - with the added demand of displaying "exceptional customer service". To top things off - you preside over a staff in the process. That seems to require an ample amount of interpersonal stamina and skill - whew! However you manage this, I'm rather blown-away by your abilities.
In theory, I have no problems with theft deterrence, or "Loss Prevention" - I can empathize with the general need to keep people from robbing you blind. What I object to is many of the rather subjective methods that are used to accomplish this objective - methods that cause me to take things personally and methods that leave me feeling unfairly singled-out. I am no more likely to steal than anyone else in the store (and my shoplifting history - or lack thereof - backs this up) - so there is no acceptable reason why I should be given more than my fair share of the attention. There is no reason why employees or "store detectives" should stare at me while respectfully overlooking other customers, or follow me out of the store to copy down my license-plate number when they don't do that with every customer, or smother me with "customer service" while leaving other customers alone, etc..
I actually have much fewer problems with less-personal Loss Prevention efforts such as those receipt-checkers (as long as they are checking everyone - or as long as they apply very consistent and fair rules to the practice), dressing-room attendants who count your clothes when you both enter and exit the dressing room, electronic/RFID tags, and being required to leave your shopping bags from other stores at the front desk. Back in the days when I would shop much more frequently, I had no problems with these type of rules. (I still don't - as long as they are applied consistently and aren't used to single anyone out unfairly.) But apparently, the retail world began to feel that these practices weren't enough - and they began singling out customers for extra scrutiny much more frequently.
I am even willing to accept the presence of CCTV cameras - as "creepy" as it feels to be aware that there are people in hidden-away coves of stores who are observing you via a remote video feed. But what I can't accept is when flawed human beings with various prejudices try to size me up - and treat me differently than they treat a lot of other customers based on some false impression. If they are going to do that, at least keep it in the CCTV control room.
I think the industry needs to figure out ways to accomplish their Loss Prevention goals without making innocent shoppers feel unfairly singled-out. Treat everyone the same. It's dangerous to try to judge someone's appearance or body-language without at least knowing their individual personality, their idiosyncracies and what they may be going through in life. And even then, there is room for error.
Besides lingering in certain areas of the store where there are highly-priced items - are there any other things you look for when spotting potential thieves? Do you zero in on people who look nervous or ill at-ease - and seem uncomfortable while interacting with employees? Have you seen shoplifters in the act?
