Even the most experienced businesses may face situations where a customer claims an employee stole a personal item. While most cases turn out to be misunderstandings or involve third parties, these allegations can quickly harm relationships and your company’s reputation if not handled promptly and professionally. 
When such a claim arises, your immediate response matters more than proving who is right. A calm, empathetic, and respectful approach—regardless of the claim’s validity—can ease tension and show your commitment to integrity. To manage these situations effectively, we suggest the following steps:
- Stay Calm and Listen Respectfully
Avoid defensiveness. Listen to the customer’s concerns without interruption, and acknowledge their experience, even if you believe the accusation is baseless.
- Gather Facts Promptly
Document the details of the allegation, including the time, date, service location, and item reported missing. Note which employees were present and any other relevant information.
- Notify Internal Management Immediately
Escalate the issue to management as soon as it comes to your attention. Quick, coordinated internal communication is essential to prevent missteps and ensure professionalism.
- Conduct an Internal Review
Interview staff involved in the service, review job logs or timecards, and verify any supporting documentation. If your company uses service tracking tools or vehicle GPS, review those as well.
- Avoid Admitting Fault Prematurely
Do not admit responsibility unless you are absolutely certain of wrongdoing. Even well-intentioned apologies can be misinterpreted as admissions of guilt, which can complicate insurance claims or lead to unnecessary liability.
- Notify Your Insurance Agent Immediately — Even if Only Suspected
Contact your insurance agent the moment you become aware of an allegation—even if it’s just a suspicion or you’re unsure whether a claim will materialize. Early notification helps protect your coverage, ensures you meet policy requirements, and allows your agent to guide you on documentation, communication, and next steps.
From a very protective standpoint, we always recommend that you carry insurance coverage specifically for this type of exposure—commonly known as third-party employee theft coverage. This type of policy is designed to provide protection in the event a loss is proven and confirmed by the insurance company’s adjuster. Coverage is typically subject to the terms, conditions, and your policy’s deductible.
We’re here to help you handle these situations with professionalism, empathy, and the right coverage in place. Reach out to us anytime for guidance.
Let’s Talk
Let’s make sure your insurance is doing its job—protecting what you’ve built and enabling what’s next.
📞 Contact Aimee Padden at (925) 674-1000
📧 Email us at info@brmins.com to schedule a no-obligation consultation.
This blog is for general informational purposes only and should not be considered legal advice.