Never try to be a hero in a robbery. It doesn't take much to provoke an armed robber to harm someone in a crime that usually lasts only two or three minutes. Your No. 1 goal is to keep everyone on the premises safe. Take time to prepare your staff for a potential confrontation.

One idea is to practice mock robberies with them. Train employees to remain polite and calm, and to not appear they are stalling or trying to sound an alarm. If they need to move, such as to reach under a counter to get a bag for money the robber demands, they should tell the robber what they are doing. Victims should do exactly what a weapon wielding robber demands.