Staying Safe During a Robbery

A robbery is theft by force or threat, and it is over fast. Most people who work with cash will never face one, but it helps to know what to do ahead of time, because you won't have time to think when it happens. The rule behind everything here is simple: money and merchandise can be replaced, and people can't. Your only goal is for everyone to go home unhurt.

What You Will Be Able to Do

• Follow the habits that make a business a harder target.
• Respond during a robbery in the way most likely to keep everyone safe.
• Use a silent alarm only when it won't put you at risk.
• Take the right steps once the robber is gone.
• Remember the details that help police.

Before: Making the Business a Harder Target

Robbers look for easy money, a quick escape and low risk of being seen. Everyday habits work against all three. The Occupational Safety and Health Administration (OSHA) has published recommendations for late-night retail businesses, and they cover the same ground. There is no single federal workplace violence standard, so your employer's plan and your state's rules set the details.

• Keep cash low. Make your drops on time so that the register holds only what you need. Don't count money where customers can see it.
• Keep windows clear. Posters and stacked displays should not block the view of the register from outside, so people passing by and police can see in.
• Keep lights on. Report burned-out lights inside and in the parking lot.
• Greet everyone. Eye contact tells a would-be robber that you could describe them.
• Know your equipment. Learn where the panic button is, how the drop safe works, and how the cameras are set up.
• Follow opening and closing procedures. Check the outside before you unlock, keep the back door locked, and don't take out the trash alone after dark if your workplace has a rule about it.
• Vary bank deposit routines, if that is your job, and follow your employer's procedure.

Pay attention to anyone who hangs around without buying or who asks about closing times or how much cash you keep. Tell your manager.

During: What to Do

These steps give you the best chance of getting through without injury.

1. Stay calm and breathe. Robbers are often nervous, and calm from you can help keep them calm.
2. Do exactly what you are told. Give them what they ask for, quickly and without argument.
3. Keep your hands visible. Don't make sudden moves.
4. Say what you are about to do before you do it. "I'm going to open the drawer now." "My keys are in my right pocket." Tell them about anything that could surprise them, such as a coworker in the back.
5. Avoid staring, but quietly notice what you can. Don't make it obvious that you are studying them.
6. Don't stall, lie about the cash, or offer more than they ask for. Let them leave as soon as they want to.

Warning: Do not resist, argue, chase or reach for anything without saying so first. Never try to fight, grab a weapon or block the exit. Your employer does not expect it, and no amount of money is worth it.

Using a Silent Alarm

Press a silent alarm only if you can do it without anyone noticing. If the robber might see your hand move, leave it. You can call for help after they go. Don't use an alarm that makes noise while the robber is still there, because a sudden sound can cause panic.

After: The First Few Minutes

Once the robber has left, follow these steps in order.

1. Lock the doors, if it is safe to do so, and let no one in except police and medical responders.
2. Call 911. Do this even if you pressed an alarm. Give your location, say whether anyone is hurt, and describe the robber, any weapon and the direction they went. Stay on the line.
3. Help anyone who is hurt, up to your level of training.
4. Call your manager or follow your employer's emergency procedure.
5. Don't touch anything the robber touched, including the counter, a note or the door. Keep people away from that area.
6. Ask witnesses to stay until police arrive. If they can't, ask for their names and phone numbers.
7. Write down everything you remember on your own, before you talk it over with others. People's memories tend to blend together after they talk.

Do not follow the robber to get a license plate. Only note a plate or vehicle if you can see it from inside.

What to Remember

Details like these are the most useful to police:

Don't speculate. "I think" and "I'm sure" are both useful, as long as you say which one you mean.

Talking About It Afterward

Answer the police honestly. Your employer may have a rule that only certain people speak to reporters, so send any media questions to your manager, and don't post about it on social media. Details you share could harm the investigation. Don't state how much was taken.

Taking Care of Yourself

A robbery can affect you even if you weren't hurt. It is common to have trouble sleeping, feel on edge, replay the event, or feel afraid at work for a while. Some people feel nothing at first and react days later. None of that means something is wrong with you.

Tell your manager what you need. Ask about an employee assistance program or counseling, and use it. If you were hurt or are struggling, your employer's workers' compensation process may apply, and the rules vary by state. If the feelings don't ease in a few weeks, or they get in the way of your life, talk to a doctor or counselor.

Common Mistakes

Check Your Understanding

1. A person shows a knife and demands the drawer. The panic button is under the counter, near their line of sight. What do you do?

Hand over the cash calmly, and tell them what you are doing as you do it. Leave the button alone, since they might see you reach for it. Call 911 as soon as they leave.

2. During a robbery, your coworker is in the stockroom and may walk out at any moment. What should you do?

Tell the robber. "There's someone in the back. They may come out." A surprise can cause a violent reaction.

3. The robber has just run out to a car. Your first reaction is to get the plate number. What should you do instead?

Stay inside. Lock the door and call 911. If you can see the car and plate from inside, note them. Don't go out to look.

4. After the police leave, everyone wants to compare what they saw. Why should you write down your own memory first?

Talking changes what people remember. A separate account from each witness is much more useful.

Key Takeaways

• People matter more than money, every time.
• Keep the cash low, the windows clear and the lights on.
• Do what you are told, keep your hands in view, and say what you are about to do.
• Use a silent alarm only if it can't be seen.
• Afterward: lock up, call 911, don't touch anything, and write down what you remember.
• Your reaction afterward is normal, and it is fine to ask for help.