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As retail employees, your safety is our priority, which is why we're providing this robbery prevention training. Although stone and landscaping materials aren’t typically high-theft items, handling cash or using any equipment that's expensive -- iPads, computer equipment, etc -- makes you a potential target.

Here’s what this training covers:

1. Recognizing Suspicious Behavior: Learn how to spot potential threats early.
2. Cash Handling Best Practices: Reduce the amount of cash on hand to lower risk.
3. De-escalation Techniques: How to respond calmly to minimize danger during a robbery.
4. Emergency Procedures: Steps to take during and after an incident, including contacting law enforcement.
5. Personal Safety Tips: Keep yourself safe by avoiding confrontation and focusing on de-escalation.

This training helps protect you, prevent financial losses, and ensure we meet safety standards. Stay alert and follow these practices to help maintain a secure workplace.

Don’t be a Hero (Transcript)

“Thank you Ma’am, have a nice day.”

“Sir, how may I help you?”

Police Officer: “Ok, Mrs. Steel, tell me what happened.”

Teller (Mrs. Steel): “I read his note and somehow remembered our robbery training. I said in my mind, ‘Stay calm. Be safe. So, after I read the note, I took the backpack and opened the cash drawer. It was a small black backpack, like one for a young child. While gathering the cash I pushed the alarm because I noticed he was looking around nervously, and not paying complete attention to me. I guess it seemed safe to push the alarm. I wouldn’t have done it if I didn’t think I could without him seeing. In our training we were told not to do anything to threaten the robber or tip him off about activating an alarm. Keep your hands visible to the robber, they taught us. So I did all this and I tried to keep my movement natural. I knew better than to stare at him, but I was able to make a mental note of what he looked like. I gathered the cash and stuffed it into the backpack. I handed the backpack to him. He took it pretty calmly. That’s when he put his paper back inside the backpack and started to leave. But he stepped back to grab the robbery note. I wish I had the chance to cover it or knock it onto the floor on my side of the counter but I didn’t have the chance. So then he left the office. I don’t think I said a word during the whole thing. In training we were taught not to speak unless we had to respond to the robber’s questions. He never spoke either. It just happened so fast. After he left, I took a couple of breaths. I made sure the secure the counter in case he left any fingerprints. Then I activated the locks and walked over to the manager to tell him I had just been robbed. At that point it just hit me what had just happened and I kind of felt sick and I was shaking. The manager put the temporarily closed sign on the door and asked for someone to stand by it and wait for the police. Then she explained to everyone that a robbery had just occurred and for them not to talk about it and not to touch anything. She said everyone would be given forms to fill out to help the police. We all got the robbery forms and filled them out and then you and the other officers arrived. ”

Police Officer: “You did everything right. The thing people in your line of work should know is that it’s about safely getting the robber out of the building. First you stayed calm. Panic can also panic the robber with dangerous results. No sudden moves and you kept your hands visible as much as possible. Then you did exactly what the robber instructed you to do. It was clear on the note. You didn’t question it. You didn’t say anything out loud to him or the employees around you. And you didn’t stare at him. You did just as he asked. You were able to safely activate the duress alarm in this case. Sometimes it’s not safe to do that. If you felt that there was any risk in him seeing you push the button, it would have not been worth taking that chance. Again you got the robber out of the building as quickly as possible. The longer the robber hangs around the greater the danger. Finally, everyone got to work writing up the suspect identification and narrative incident forms. On the suspect identification form, you subscribe the suspect physically and his clothing. The items he used and even noted details that could help us identify him. Your write up about the incident included lots of details about what happened from start to finish. It was great you noticed some things he might have touched. I would never have thought someone would rob us here. 

Manager: “I’m just so proud of how everyone reacted to such a scary experience. And it sure is better this way than what you see on TV!” 

Police Officer: “Yeah, you mean a take-over robbery. Those are much more dangerous. It’s when one or more guys come in with guns showing. But you know the response is still the same. Stay calm and do exactly as the robber says. And it’s even more important to get them out of the building fast. No confrontations, no delays, no heroics. You know I do have a few tips about robbery prevention during business hours. Be on alert if a customer sticks around an unusually long amount of time without conducting a transaction. Pay attention to the customer who asks suspiciously, carries a bag or container, or is dressed unusually for the weather conditions. An example would be a customer wearing a heavy coat on a hot day. In any case when you feel at risk for a robbery, contact security or the policy without alerting a suspicious customer. Unfortunately there’s no much you can do to prevent robberies in cases where the robber entered the office as a customer would during business hours. But there are ways to reduce the risk of robberies at other times. One potentially vulnerable time is when you arrive at work in the morning. Before walking to the door, look around for anything or anyone suspicious. If you’re concerned about your safety, do not unlock the door and go inside. Contact the security department or the police. The same idea applies at the close of business. Before unlocking the door to leave, look outside through the window first. If a suspicious car is parked at the door, or someone is loitering nearby, wait for a while before leaving. If the situation doesn’t change, contact your security department or the police. Use this caution about your surroundings when removing payments from drop-boxes. Proper procedures should be followed for pick-up and delivery of bank deposits. Drive-through facilities are the safest to use. Also, check the identification of vendors before giving them access to secure areas in the office. I’m sure your training covered things like not dealing with large amounts of cash in view of customers, not leaving cash drawers open and unattended, and keeping bank deposits out of sight of customers as much as possible. And remember, in the case of a robbery, no confrontations, no delays, no heroics. Don’t be a hero.”

What Would You Do?

Narrator: “So how would you react to a robbery? 

Officer: “Your safest bet is to handle the robbery like a routine transaction. Be calm and take care of business quickly. Think safety first. That means no confrontations and no heroics. Activate the panic button only if you are sure it is safe to do so. Give money to the robber quickly and neatly. Get a physical description of the robber. Preserve evidence, including a note, something the robber touched, or anything he leaves behind.”

After a Robbery

Officer: After the incident, remember to observe the escape then lock the door. Hang a temporary closed sign on the door. Notify the police, and the security department (if applicable) about the robbery. Post an employee at the door to watch for the police. Distribute incident forms* to everyone and have them complete the forms while the incident is still fresh in their minds. Tell them not to discuss what happened. Wait for the police to arrive. And they’ll take it from there. And remember, in the case of a robbery, no confrontations, no delays, no heroics, don’t be a hero.

*Internally, we use the name “Suspect Description Forms.”

—en español—

Como empleados en el sector de ventas, su seguridad es nuestra prioridad. Por eso, ofrecemos este entrenamiento sobre prevención de robos. Aunque los materiales de construcción y paisajismo no suelen ser los más robados, el manejo de efectivo o el uso de equipos valiosos como iPads o computadoras puede convertirlos en un posible objetivo.

Este entrenamiento cubrirá:

1. Identificación de comportamientos sospechosos: Aprenderá a detectar posibles amenazas con anticipación.
2. Mejores prácticas para manejar efectivo: Reduzca la cantidad de dinero en efectivo para disminuir riesgos.
3. Técnicas de desescalamiento: Responda de manera tranquila para minimizar el peligro durante un robo.
4. Procedimientos de emergencia: Pasos a seguir durante y después de un incidente, incluyendo cómo contactar a las autoridades.
5. Consejos de seguridad personal: Manténgase a salvo evitando confrontaciones y enfocándose en la desescalada.

Este entrenamiento está diseñado para proteger su seguridad, prevenir pérdidas financieras y garantizar que se cumplan los estándares de seguridad. Manténgase alerta y siga estas prácticas para ayudar a mantener un entorno laboral seguro.

1. Identificación de comportamientos sospechosos

• Qué buscar:
• • Personas que permanezcan mucho tiempo sin realizar transacciones.
  • Clientes con bolsas grandes, ropa inusual (como abrigos gruesos en días calurosos).
• Qué hacer:
• • Al notar algo sospechoso, alerte a seguridad o a la policía sin levantar sospechas.
  • Siempre priorice su seguridad personal y la de sus compañeros.

2. Mejores prácticas para manejar efectivo

• Mantenga el mínimo efectivo necesario en las cajas registradoras.
• Nunca maneje grandes cantidades de dinero a la vista de los clientes.
• Los depósitos bancarios deben mantenerse fuera de la vista y realizarse en horarios y rutas seguras.

3. Técnicas de desescalamiento

• Durante un robo:
• • Mantenga la calma y trate la situación como una transacción rutinaria.
  • Evite movimientos bruscos y mantenga las manos visibles.
  • Siga las instrucciones del ladrón sin cuestionarlas.
• Qué evitar:
• • No haga comentarios ni hable con el ladrón, a menos que sea necesario.
  • No haga movimientos que puedan interpretarse como amenazantes.

4. Procedimientos de emergencia

• Después del incidente:
• • Observe hacia dónde escapa el ladrón y cierre las puertas.
  • Coloque un cartel de “cerrado temporalmente”.
  • Notifique a la policía y a seguridad.
  • Asegúrese de que nadie toque evidencia o discuta lo ocurrido hasta que lleguen las autoridades.

5. Consejos de seguridad personal

• Antes de abrir o cerrar el local:
• • Observe los alrededores para identificar algo o alguien sospechoso.
  • Si algo no parece seguro, contacte a seguridad o la policía antes de proceder.
• Siempre revise la identificación de los proveedores antes de permitir acceso a áreas restringidas.

Después del incidente

1. Asegure el área cerrando puertas y colocando un letrero de “cerrado temporalmente”.

2. Informe al gerente y a la policía.

3. Complete los formularios de descripción del sospechoso y del incidente mientras los detalles están frescos.

• Nota: Internamente usamos el nombre “Formularios de Descripción de Sospechosos” para estos documentos. En ellos, se debe registrar la descripción física del sospechoso, su vestimenta, los objetos que usó o tocó, y cualquier otro detalle que pueda ser útil para identificarlo.

4. Coopere con las autoridades y siga las instrucciones.

Con este módulo, buscamos que los empleados puedan actuar de forma segura y efectiva durante un incidente de robo, siempre priorizando la seguridad sobre cualquier otra acción.