Beyond the Register: A layered defence strategy for mitigating robbery risk in small retail and service businesses

BY CRIS S. ORTIZ

The recent surge in high-risk robberies targeting small retail establishments —specifically convenience stores, independent shops, and gas stations is very concerning, and demands an immediate, strategic, and professional response. As organizations focused on customer and asset protection, these businesses inherently face unique vulnerabilities due to their high visibility, late operating hours, and transactional nature. Security is not a single product purchase; it is a system of layered defences. The following analysis advocates for a robust, three-pillar strategy: Deterrence through environmental design, Physical hardening and cash control, and Human and procedural resilience.

Deterrence through environmental design
The first line of defence is making the premise an unattractive target; a principle rooted in Crime Prevention Through Environmental Design. Criminals, particularly opportunistic robbers, seek anonymity and minimal risk. The visual environment must communicate vigilance and visibility 24 hours a day.

Maximizing visibility and lighting

Darkness is a criminal's greatest ally. Businesses must maintain bright, uniform illumination both inside and outside the store. This includes parking areas, perimeter walls, back entrances, and especially near cash handling zones. All exterior lighting must be well-maintained and immediately repaired upon failure. Furthermore, the store’s interior layout must be designed to eliminate blind spots. Shelving should be kept below 60 inches to allow clear sightlines across the sales floor. Convex mirrors should be strategically installed to cover all corners and obscured areas. Crucially, windows near the register must remain largely free of excessive advertising or displays to allow outside observers (passersby, police patrol) a clear view of the interior and the cashier.

Strategic layout and access control

The cash register — the primary target — must be positioned near the main entrance, creating a natural point of observation for staff and increasing the visibility of any transaction to the public outside. Additionally, high-value, easily concealable merchandise (e.g., tobacco products, electronics, specific cosmetics) should be moved to locked cases or behind the main service counter. This reduces the appeal of a "grab-and-run" theft and limits the secondary incentive for a robbery attempt.

Physical hardening and cash control
While deterrence aims to stop the attempt before it starts, physical hardening limits the robber’s access and reduces the potential financial reward, directly mitigating the loss risk.

Implementing the cash-minimization policy

The most effective strategy against financial loss is to eliminate the target cash. Businesses must adopt a strict cash-minimization policy. This means:

Drop Safes: Utilize time-delayed or drop safes for all large denomination bills immediately upon receipt. These safes must be securely anchored and clearly labelled.
Low Register Float: Registers should contain only the minimal cash necessary to conduct routine transactions (ideally less than $100 to $200).
Visible Policy: Post clear, professional signs both inside and outside the premises stating, “Employees Do Not Have Access to the Safe. Minimal Cash on Hand.” This manages the robber’s expectation, significantly reducing the incentive for a high-risk confrontation.
Procedural Variation: Eliminate predictability by ensuring bank deposits are made frequently, during business hours, and at varied times, never following a routine schedule or route.

The human firewall: Training and procedural resilience
Technology and barriers are static; human training is dynamic and critical. The safety of employees and customers must be the paramount concern, superseding asset protection. The goal of employee training is to transform staff from potential victims into active, yet non-confrontational witnesses.

The non-confrontation mandate

Every employee must understand and adhere to a strict non-resistance policy. They must be trained to cooperate calmly and efficiently with the perpetrator’s demands. Resistance, sudden movements, or argument dramatically escalates the risk of violence. Training must emphasize:

Compliance: Do exactly as the robber instructs, but no more.
Visibility: Keep hands visible at all times.
Communication: Announce any necessary movements before performing them (e.g., "I am reaching for the register button now").
Silent Alarms: If a silent alarm or panic button is available, they must be trained to activate it discreetly only if doing so does not increase the risk of harm.

Active witnessing and post-incident protocol

Following the non-confrontation policy, staff must be trained to be keen observers. This is done without staring or making prolonged eye contact. They should mentally register critical details: height, clothing, distinguishing features (scars, tattoos), weapon type, and direction of travel upon exit.

Post-incident protocol is equally vital:

Life safety: Immediately check on customers and other employees for injury.
Contact authorities: Call 911 immediately after the robber leaves, providing a clear location and summary of the situation.
Secure the scene: Lock the doors. Do not touch anything the robber may have contacted (counter, door handles, etc.) to preserve potential physical evidence (fingerprints).
Documentation: Immediately document, separately and in detail, all observed facts, focusing on description and sequence of events.

Proactive customer engagement

The simplest and most cost-effective human deterrent is the proactive greeting. Training staff to greet every person who enters the store — making eye contact and offering a friendly acknowledgment — serves two critical security functions: it makes legitimate customers feel welcome, and it signals to a potential criminal that they have been seen, acknowledged, and will be easily identifiable. This simple act is proven to increase a criminal’s perceived risk and often leads them to seek an easier target.

Collaboration and auditing
Security is an ongoing process, not a final installation. Businesses must establish a positive, proactive working relationship with local law enforcement. This means sharing information about suspicious activity (loitering, frequent visits without purchases) and collaborating on community crime prevention initiatives.

Finally, vulnerability assessments must be conducted regularly — at least quarterly — by management to ensure that all physical equipment is functioning, lighting is adequate, procedures are being followed, and, critically, that employees remain current on all training, especially non-confrontation and cash handling protocols. Engaging a professional security company offering integrated security solutions to perform risk and vulnerability assessments keep businesses ahead of proactive
risk management.

Conclusion
The recent incidents in Guam are a stark reminder of the non-negotiable requirement for robust security measures. By implementing this layered defence strategy — anchored by environmental design, rigid cash control, and exceptional staff training - small businesses, gas stations, and convenience stores can significantly mitigate their risk of loss and, more importantly, drastically reduce the potential for violence against their staff. I urge all local businesses to prioritize these strategies immediately. This will not bring the risk to zero but it will certainly provide an opportunity to mitigate the impact to businesses. Risk mitigation is an investment in personnel safety and business continuity. mbj

— Cris S. Ortiz is general manger of G4S Guam & CNMI. He can be reached at cris.ortiz@gu.g4s.com. G4S is an Allied Universal Company.

Beyond the Register: A layered defence strategy for mitigating robbery risk in small retail and service businesses