Doing the Right Thing Developing Engaging and Effective Gift Shop Procedures

1. Doing the Right ThingDeveloping Engaging and Effective Gift Shop Procedures

2. Trends in Shopping Habits • Increased Personalization • Targeted Regionalization • Wider Price Spread • Focus on Deals • Even Busier Schedules • Customer Service Expectations

3. Customer Service Expectations C.A.R.E. • C______? • Attentive • Responsive • Educated

4. Consistent Adjective: Agreeing or accordant; compatible; not contradictory. Constantly adhering to the same principles, course, form. Holding firmly together; cohering. Synonym: Harmonious

5. 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.

6. 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.

7. Engaging Procedures • Buy-in • Involvement • Inform volunteers • Describe the shared task • Describe the process • Clarify authority

8. Generational Approaches Gather, interpret and absorb information • Millennial Born 1981-2001 • Work in teams • Frequent feedback and reassurance • Tech savvy, multitaskers

9. Generational Approaches Gather, interpret and absorb information • Generation X Born 1965-1980 • Resilient • Independent, skeptical of authority • Ironic, enjoy humor and parody • Tech savvy

10. Generational Approaches Gather, interpret and absorb information • Baby Boom Born 1946-1964 • Individual accomplishment • Enjoys praise, values modesty • Idealistic, adventurous • Tech knowledge and ability to multitask vary

11. Generational Approaches Gather, 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

12. 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

13. 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

14. Stay Current • Review and update regularly • Does everyone understand it? • Is it working? • Adapt procedures to meet changing situations i.e. expansions, new staff structure etc.

15. 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

16. 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

17. 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

18. Procedures Topics (continued) • Volunteer Benefits • Discounts • Training • Letter of Recommendation • Sale Previews • Celebration Event(s) • Invitation to Hospital Events • Free Parking

19. 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

20. 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

21. 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

22. Procedures Topics (continued) Supplies Inventory Mail Telephone and Email Messages Sales Reps and Samples Other Topics?

23. Is it done yet? • Can you operate your shop by following your manual?

24. Questions and Discussion

25. Miriam Works, Principal, Works Retail Consulting • www.works-consulting.com • miriam@works-consulting.com • (206) 930-9629 Our Services New Store Design Store Evaluation for Increased Profitability Display and Buying Services Retail Volunteer Program Consulting