What to Look for in a Retail Security Company

When selecting a retail security or loss prevention service partner for your store, it’s important to consider factors like experience, scope, and coverage to ensure your chosen company can protect your store into the future as your brand expands. Choosing the right security company can make a difference in how your store is affected by theft, organized retail crime, and day-to-day safety concerns. 

If you’re a store owner, manager, or retail decision-maker who’s considering security for your store, this article will guide you through the most important factors to consider when selecting a retail security partner.

Key Takeaways

• Your chosen security company must have retail experience and a measurable track record of success. 

• A good provider offers flexible services that match your store’s size, layout, and risk level, and can cover all your locations.

• Guards trained in reporting, communication, de-escalation, and customer service are significant advantages in retail settings. 

Risks Faced by Retail Stores

Shoplifting, theft, and organized retail crime are serious issues faced by retailers across Canada. As reported by the RCC, “Shrink now accounts for 1.5% of total retail sales in Canada, doubling from $5 billion in 2018 to $9 billion today,” bringing losses in line with shrink levels seen in the United States, which was 1.6% in 2023. Considering Canada’s smaller market, this highlights how crime has escalated nationally in recent years. 

Along with theft, stores are also seeing an uptick in violence and aggressive behaviour. Combined, these security issues impact profits, staff morale, customer safety, and trust. When stores no longer feel safe to shop in, customers take their business elsewhere. This can significantly impact store profits and even lead to the closure of repeatedly affected locations. 

A professional retail security company helps prevent theft, address safety concerns, and create a safer environment for staff and shoppers. With security guards present to support staff and manage dangerous situations, customers feel safer and more confident in visiting the store to shop. 

How to Choose the Right Retail Security Company

Not all retail security providers are equal. Next, we’ll cover the most important considerations when evaluating retail security companies.

1. Retail Experience

Experience is one of the most important factors to consider when comparing retail security companies. Your chosen provider should have extensive experience not just in the retail industry generally, but also in your store’s specific niche. 

For instance, if you’re seeking security for a high-end department store, your retail security provider should have experience in an elevated setting. They will be able to provide guards wearing discreet suit-and-tie uniforms, train guards on organized retail crime, and better understand your customer base. Conversely, if you’re looking for protection for a big-box store, a security partner with experience safeguarding busy stores with large footprints is necessary. 

While every store faces a unique set of security challenges, a provider that has experience in your store’s niche will understand theft trends, peak traffic times, expectations, and organized retail crime strategies specific to stores like yours. 

2. Training

While all security guards undergo basic security training to earn a security guard license, additional training significantly increases the level of protection they can provide. The best security companies provide advanced training in areas such as:

• Reporting

• Peaceful de-escalation

• Customer service

• First aid

• Emergency response

• Fire response

Skills in these key areas are essential for maintaining safety within your store, while untrained guards may inadvertently escalate situations. 

3. Range of Services

While you might begin a relationship with your chosen retail security provider with the intention of only having standard security guards at your store, you may eventually need additional types of guards, such as undercover loss prevention or tactical security guards. Choosing a provider who offers a full range of retail security services ensures you won’t have to switch companies later on and can remain flexible as your needs develop.

4. Strong Communication and Reporting

Clear communication is essential when working with a security company. You should know who to contact, how incidents are reported, and how information will be shared with your team. Ideally, you should have a dedicated point of contact at your security company who understands your store's day-to-day operations and challenges. 

Detailed, timely, and thorough reporting is critical in retail. Reports can be used to identify patterns of theft and incidents, and to provide evidence to assist police investigations when necessary. Your chosen security provider should emphasize reporting and provide an easy way to access reports. 

5. Area of Coverage

If your store operates nationwide, your security provider should, too. Likewise, if your brand has plans to expand in the future, you don’t want to have to choose a new security company for every new market you enter. Selecting a provider that covers all of Canada will allow you to build an ongoing relationship with a team that understands your brand. 

6. Customer Service

In addition to preventing theft, retail security guards also support your customers’ shopping experience. The best security companies train their teams to greet customers, answer questions, and maintain a friendly presence. Professional and approachable guards reflect well on your brand and help create a welcoming atmosphere. 

7. Reputation and Reliability

Seek out reviews and testimonials online to gauge clients' overall opinions. During the procurement process, ask the company for references from retail stores similar to yours to understand how your company succeeds in your niche. Patterns of positive feedback and long-standing relationships are positive signs of reliability. 

8. Up-to-Date Knowledge of Retail Theft Trends

Retail crime changes often, especially in major Canadian cities like Vancouver and Toronto. A strong security company should stay up to date with crime trends and, ideally, have a relationship or history of partnership with local police departments. Knowledge of retail crime trends helps guards proactively prevent incidents before they happen. 

Checklist for Comparing Retail Security Companies

Before committing to a provider, you should gather the information you need to make an informed decision. The best way to do this is to ask questions. Based on our decade of experience providing retail security services across Canada, here’s a checklist of questions you can use when communicating with prospective security partners:

• What types of retail stores do you safeguard?

• What training do your guards receive?

• What reporting and communication tools does your team use?

• What is your procedure for responding to organized retail crime?

• What is your procedure for responding to violence or disruptive behaviour?

• Will I have a dedicated point of contact?

• Can you provide case studies from similar clients?

• Can you scale coverage during peak seasons?

• Which geographic regions do you cover?

• How does your team stay up to date on retail crime trends?

These questions will help you understand how the company operates.

Red Flags to Watch Out For

Not all providers deliver the same level of service. In addition to companies that lack the appropriate experience, be cautious of companies that:

• Don’t elaborate about the training their guards receive. 

• Provide vague proposals or avoid explaining their procedures.

• Have no references or reviews, or have reviews that are overly positive or lack substance.

• Don’t share metrics about how their services have benefited past retail clients. 

• Offer suspiciously low prices.

These points may indicate issues or untrustworthiness with the provider, and should be addressed before moving forward. 

The Blackbird Difference: Excellent Retail Security and Loss Prevention

At Blackbird Security, we have extensive experience protecting retail stores across Canada. We’re trusted by retailers, including MEC, Canadian Tire, Holt Renfrew, Sephora, Arc’teryx, and many more, to protect inventory, customers, and staff. Our teams work in malls, downtown districts, and high-end store environments, delivering exceptional service in each. 

Our guards receive advanced training through our industry-leading Blackbird Academy program in key areas such as customer service, peaceful de-escalation, first aid, fire safety, reporting, and more. This training helps our guards provide a higher level of service to you and your customers. 

At Blackbird Security, you’ll have a dedicated team member as your point of contact, providing stability and consistency throughout your day-to-day operations. You’ll be able to access reports in real time through TrackTik, along with live GPS locations of guards. This gives you the flexibility to customize your view of your store’s security operations as much as you see fit. 

We’re proud to provide coverage to retailers from coast to coast, safeguarding local brands and national giants alike. 

Partner With Blackbird Security Today

If you’re looking for undercover loss prevention, retail security guards, or safety support for your store, our team is here to help. We offer customizable retail security services for stores across Canada. Contact us today to learn how we can build a strategy that will protect your bottom line, or explore our full suite of retail security services.