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

Mail

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

miriam@works-consulting.com(206) 930-9629