Practicing safety is a large part of any jewellery professional’s day-to-day work. For example, you likely have several procedures in place to help eliminate vulnerabilities that come with opening and closing shop—but what about when criminals are hiding as customers in plain sight, lurking around your business for a sign of weakness in your security measures?

This type of activity is called casing, and it is usually the first indicator your jewellery store is at risk of being burglarized. Fortunately, there are several signs jewellery store managers and employees can watch out for to help stop a casing in its tracks!

1) Curiosity

First, be wary if a customer seems to be more curious about your operations than should be expected. This kind of behaviour can be considered as a red flag and may indicate your store is at risk of being cased. Specifically, these individuals may be trying to get information out of you that will assist in their robbery plans.

Say, for example, a customer asks something like, “So, how many people get stuck working this late on a Saturday?” While this may seem like a harmless or genuine question, avoid giving out sensitive information and be cautious if a customer is asking about your typical operations or staffing schedules. Indeed, the less information is shared about operations, the better.

2) Fidgeting

Be on the lookout for customers who seem anxious or fidgety. Exhibiting nervous behaviour while browsing high-value items in a jewellery store is likely an indicator a person has an ulterior motive for being in the shop.

Make sure to be discreet when keeping an eye on someone who is fidgeting. Additionally, make a note of what items they seem to be looking at, as well as what kind of questions they may have for you. When speaking to the customer, be sure to make eye contact, as this personable interaction might cause them to rethink their actions and next steps. When a seemingly nervous person leaves your store, write down a description of them and share this information with your team so everyone knows to be on high alert.

3) Fixture shopping

With so many different high-value items in your store, it is extremely helpful to pay attention to what your customer is interested in. Perhaps you are showing a stunning, new necklace, yet the individual you are assisting seems more concerned with the display fixture the piece was encased in. This might indicate the person is in the shop to assess ways to get into the cases and displays to steal high-value items.

Be sure to make a mental note about this customer as you continue to interact with them. Again, write down a description of the individual to share with your team privately for safety measures. While it may seem like you are being overly cautious, it is always better to be safe than sorry when you are faced with suspicious activity.

4) Vague responses

When greeting a customer, you might ask if they are looking for something specific or if they are interested in seeing certain kinds of pieces. Typically, a customer will let you know of an upcoming special occasion or the type of jewellery they are interested in, as this information allows you to help guide them toward buying the piece of their dreams.

Sometimes, however, you may receive a less-than-enthusiastic or vague response from an individual when you greet them. If a customer responds vaguely or seems unsure as to why they are in your store, it may be wise to take this as a red flag and remain alert. Sure, the shopper could just be shy or in a hurry, but there is no harm in making a note of this strange interaction to be safe. Vagueness can be a clue they may only be interested in one thing: stealing.

5) Avoiding attention

Another reason a customer might be acting vague or elusive is simply to avoid drawing attention to themselves. It is no surprise criminals want to blend in as much as possible, so, again, it is helpful to make eye contact, introduce yourself, and ask the customer for their name. If they seem hesitant upon these simple gestures and request, make a mental note and, again, write down a description of their appearance. If possible, jot down more details that could help in the case of a crime, like the vehicle they drive and the time they arrived and left.

Remember to share this information with your team privately, and only after you are sure the customer has left the premises.

Stay vigilant

Maybe a customer is showing multiple signs they could be casing your store, or, perhaps, they only exhibit a few of these behaviours. Either way, it is always important to recognize these warnings and  be prepared in the event an incident occurs.

With jewellery crimes on the rise now more than ever, it is extremely important to educate jewellery teams to allow them to make the smartest and safest decisions when faced with suspicious activity. We must be vigilant and learn how to report suspicious activity. Stay alert, and do not be afraid to contact law enforcement or your security company after a suspicious incident. 

For resources regarding safety and security when carrying or working with jewellery, visit JewelersMutual.com. For more information on reliable burglar alarm systems, subscribe to the Jewelers Mutual Clarity blog at jewelersmutual.com/clarity-blog. Jewelers Mutual Insurance Group is the only company specializing exclusively in jewellery insurance in Canada and the United States. It is licensed in Canada and all 50 states.