Doing the Right Thing Developing Engaging and Effective Gift Shop Procedures
Feb 23, 2016
Doing the Right ThingDeveloping Engaging and Effective
Gift Shop Procedures
Trends in Shopping Habits Increased Personalization
Targeted Regionalization
Wider Price Spread
Focus on Deals
Even Busier Schedules
Customer Service Expectations
Customer Service Expectations
C______?
Attentive
Responsive
Educated
C.A.R.E.
Consistent
1. Agreeing or accordant; compatible; not contradictory.
2. Constantly adhering to the same principles, course, form.
3. Holding firmly together; cohering.
Adjective:
Harmonious
Synonym:
Doing the Same Right Things
How to create a consistent customer experience?
Through everyone doing the same things right.
Procedures = the backbone of consistently excellent customer service.
Consistent Procedures Save time and effort.
Support volunteer retention.
Provide continuity and consistency in decision making.
Provide a sense of identity and sets a positive direction for the shop.
Help avoid conflict and potential for misunderstanding.
Demonstrate respect for volunteers.
Engaging Procedures Buy-in
Involvement
Inform volunteers
Describe the shared task
Describe the process
Clarify authority
Generational Approaches
Millennial Born 1981-2001• Work in teams• Frequent feedback and reassurance• Tech savvy, multitaskers
Gather, interpret and absorb information
Generational ApproachesGather, interpret and absorb information
Generation X Born 1965-1980• Resilient• Independent, skeptical of authority• Ironic, enjoy humor and parody• Tech savvy
Generational ApproachesGather, interpret and absorb information
Baby Boom Born 1946-1964• Individual accomplishment• Enjoys praise, values modesty• Idealistic, adventurous• Tech knowledge and ability to multitask vary
Generational ApproachesGather, interpret and absorb information
“Radio Babies” Depression Generation Born Pre-1946• Functional environment• Believes in civic responsibility• Wants to do it “right”• May be uncomfortable with technology
Getting Your Ducks in A Row Verbal training, using written notes or recording device
Ask teams to develop a procedure, then review and make changes.
Utilize existing procedures from other healthcare organizations
Post on bulletin board
Plain language, be brief and to the point
Request feedback, questions
As completed, move information to a binder
Procedures Review Factual: Procedures are based on fact, not opinion
Productive and efficient: When we do these things, it gets the job done in a productive, time efficient manner
Reliable: When we do this, it always gets the job done
Repeatable: Procedures can be duplicated
Transferable: These procedures can be taught to others
Stay CurrentReview and update regularly
Does everyone understand it?
Is it working?
Adapt procedures to meet changing situations i.e. expansions, new staff structure etc.
Procedures Topics Welcome • Why are volunteers important?
Mission (Post signs on this as well)
• Specific outcomes of gift shop revenue
Gift Shop Management
Staff Roles, Responsibilities• Who to go to for answers
Volunteer Roles and Responsibilities/Job Description
Gift Shop Hours
Relationship to Other Departments
Procedures Topics (continued)
Shop Orientation• Where are items stored, where to find supplies etc.
Dress Code
Behavior / Etiquette Guidelines• What is it okay to do• What is it NOT okay to do
Security Agreements: keys, cash handling and computer access
Safety Information: physical safety including ergonomics and accidents
Security of Personal Items
*Scheduling / Sign In & Out Process / Time Cards
Procedures Topics (continued)
Purchases by Volunteers (Can’t hold items, cannot create special pricing for self, etc.)
Daily Scheduling / Finding a Sub• Break Policy• Illness (do not come in if ill, who to call to report illness)• Lateness or Absenteeism
Dismissal Policy
Resignation / Transferring to a New Position
Procedures Topics (continued)
Volunteer Benefits• Discounts• Training• Letter of Recommendation• Sale Previews• Celebration Event(s)• Invitation to Hospital Events• Free Parking
Procedures Topics (continued)
Customer Service• Greeting• Tips for Shoplifting Prevention• Children Sale Previews• Breakage Invitation to Hospital Events• Holds• Telephone Orders• Online Orders• Bagging and Wrapping Purchases
Procedures Topics (continued)
Return Policy
Flowers, Balloons
Ringing Sales
Cash, Check, Charge
Payroll Deduction
Gift Certificates, Gift Cards
Store Credit
Maintenance
Restocking Sold Merchandise
Displaying New Merchandise
Tax Exempt Sales
Procedures Topics (continued)
Change
Communicating in the Gift Shop• Communications Binder• Schedule• Opening Checklist• Closing Checklist• Daily “To Do” List• Need to Know List• Updates and Events Calendars from Your Organization
Daily Reconciliation
Deposit
Processing Shipments
Procedures Topics (continued)
Supplies Inventory
Telephone and Email Messages
Sales Reps and Samples
Other Topics?
Is it done yet? Can you operate your shop by following your manual?
Questions and Discussion
Our Services
New Store DesignStore Evaluation for Increased Profitability
Display and Buying ServicesRetail Volunteer Program Consulting
Miriam Works, Principal, Works Retail Consultingwww.works-consulting.com
[email protected](206) 930-9629