AMSJ Retail Standards 2023-09 PDF

RETAIL SERVICE STANDARDS CUSTOMER EXPERIENCE The ‘customer experience’ process from start to finish - Greet each customer at the door - Ask them if they’ve been in the store before. If no, give them some information on the brand. If yes, welcome them back! - Ask them some things about themselves (e....

RETAIL SERVICE STANDARDS CUSTOMER EXPERIENCE The ‘customer experience’ process from start to finish - Greet each customer at the door - Ask them if they’ve been in the store before. If no, give them some information on the brand. If yes, welcome them back! - Ask them some things about themselves (e.g. Where are you from, what brings you to Bermuda?) - Give them some info on the pieces/collections - Allow customers to look around/browse - Be alert and ready to answer any questions - Assist if they need help trying on any pieces - Once the customer has picked, proceed to the checkout process Things you must learn about every customer - Where are you from? - What brings you to Bermuda? - Where are you staying? - What are you doing today / tonight / tomorrow? - Are you looking for something for yourself or for a gift? - Have you heard about Alexandra Mosher Studio Jewellery before or were you passing by the shop? (An elegant way of asking “how did you hear about us?) Deliver on all National Service Standards requirements: Welcoming to ever customer Engage in conversation Delivering the best customer experience you can Promoting the brand as much as possible Accountability in your role Things every customer must learn about AMSJ - Have you seen Alexandra’s (Splash / Reef / Whatever they are looking at) Collection before? - Did you know that Alexandra and our team of artisans make everything here onsite? - Things every customer should learn while they are in our store - Made in Bermuda - Designed by Alexandra - Carves all of the designs on-site - All jewellery is made behind the white doors - Ship worldwide - Have a website - Take a To Go Card with them - Gold and silver - New collections - Layout of the store - After purchase, please congratulate them on their purchase, thank them for their business and ask them to come again! - Purchase or not, tell them to “Have magical / beautiful / inspiring day!” when they leave the store. Things to never say to a Customer: - Can I help you? - Let me know if you need any help/assistance/etc. Checkout Process - Once a piece is chosen, our job is to complete the sale as quickly and pleasantly as possible 1 RETAIL SERVICE STANDARDS - Make sure you learn how to juggle more than one customer at a time. For example if all sales staff are on the floor, and there are a lot of customers, practice being able to flutter around and multi task by helping more than one customer at a time. If you are ever on the floor and need someone from the team to come out and help you, please ‘ring the doorbell!’ It is the button behind the left computer, it will sound off in the studio and somebody will be out to help you ASAP. The Customer Always Comes First - The Customer is always first, whether it be in person or on the phone. - The customer must always be served first, even if you are in the midst of ‘busy’ work. There will always be time for busy work when there are no customers. - We are there to assist customers, but first and foremost we are there to inform the customer, then we learn about the customer, then we assist the customer, then we sell to the customer - There will always be things to do – stop them whenever customers are in the store; serving customers is always the #1 priority - Educate and inform customer, as well as welcome and engage. Customers may not know anything about the brand, or that gold is in the gold case, or that the product is handmade, or that Alexandra is Bermudian… the most stories you can tell them, the more they will walk away (purchase or not) with a better understanding of the brand. - Always be available, and never make the customer feel as if they are interrupting you. If you are doing busy work, you may be seen as being interrupted. - Anticipate the customer’s needs, they should never need to ask you for help, because you were already aware that they needed help - Greet the customer on the sales floor, not from behind the cash wrap - Standing behind the cash desk is only for when you are helping customers RULES AND REGULATIONS Dress Code - On-brand clothing – soft greys/pinks/white. We will provide a clothing allowance, both before and after the probationary period - Smart casual - No blue jeans – give the air of a casual vibe - No hats - Only AMSJ jewellery – only use jewellery from staff inventory. Not main drawers - Clean what you have worn and put it back into tray at the end of the day - Nails – short enough to open chain clasps, type on a keyboard, etc. - Tattoos – none visible - Cleavage – none visible AMSJ Etiquette - Serve customers as if the store has no closing time - Do not lock the door (one or both) when there are customers in the store; do not follow them out and lock it, wait a few moments - Take occasional small breaks to check your phone - Do not have your phone in your pocket or on any counter top in the store - Take small breaks whenever required while balancing customer needs - Do not sit other than for jewellery prep, or lean on counters or against walls - Open an inventory drawer to grab additional inventory or rings for sizing, but do not have an entire inventory drawer out/open in front of customers for any other reason - Stand where the customer may see you and where you appear approachable - Do not stand behind the jewellery bench or otherwise provide a barricade between you and the customer - Offer to assist the customer in anyway 2 RETAIL SERVICE STANDARDS - Do not use company computers for personal browsing Do not interrupt others who are already working when you arrive Any private conversations should be had behind the studio doors and not on the floor. Personal chatter may ruin the atmosphere Alexandra is trying to create Give a To Go card to every customer that leaves the store. It is very important that we get the word out about the brand, and we have an online website so even if they don’t purchase something on the spot, they can tell people about our store, and possibly order something in the future. Friends & Family visiting - Keep it respectful within the brand environment - No friends loitering in store or workshop, or at Harbour Nights or other events - No social visits in store or workshop, or at Harbour Nights or other events Speaker Volumes - String or acoustic covers with no lyrics - 50% for Entrance Left and Right - 25% for Cash Wrap Left - (Loud enough so that customers can talk to each other without everyone hearing; loud enough that you must walk over to the customer to speak with them) Front Doors - Winter: doors open at all times - Summer: doors open 9-10 and 5-6 + HN evenings - Shoulder seasons: flexible times Scheduling - We schedule everyone to come 15 minutes before their starting time. As an example, if you start at 10, you should be here at 9:45. This gives you time to become fully prepared for the day. - 48 hours notice for schedule changes. - The break times will be set on the daily schedule - Do not put time spent on breaks/on your phone on your timesheets - No doctors appointments, time off, or even lunch appointments without 48 hours notice Lunch breaks - Time allowed for lunch each day: 30 minutes – however if you would like to take less time you are welcome to. - The lunch breaks are to be managed around others and around busy periods - ie: If there is more than 1 person on the schedule, why is nobody in the store? - Store is never to be left unattended - Eating on your shift is to be done on your breaks – not in between serving customers or other tasks. Doing so (ie – going on the floor with food in your mouth and/or grease on your hands is not acceptable). - There are enough retail staff scheduled each day so that no workshop staff are required for cover. - If you're late, or need to leave early, then your lunch break should reflect this to allow others break time to cover your absence. Leaving your shift - Ensuring the store does not need you. As an example if its 5pm and you are due to finish, please check with the rest of the team and the floor that you are not needed. - Ensuring all responsibilities have been completed. If a manager has given you something that is time sensitive, please do not leave until it has been completed. Closing time - Refer to the closing and opening list - Never lock the doors when customers are in the store 3 RETAIL SERVICE STANDARDS - Store lights to leave on at night: Splash wall and window lights It is also the role of the person closing to count and deposit the money made. The open office area - It is very important to keep the open office area clean at all times. Phones and water bottles should be hidden at all times. We have spur of the moment tours all the time and we don’t want to invite people into the back if its messy. Vacation Requests - Vacation Request Forms must be filled and approved before any trips or time off is allocated. Certain dates are blacked due to how busy the store is during these times. Communication - Always send messages to the group chat instead of privately. Its important to notify the whole team of certain changes – for example if you are going to be late for your shift. When the internet is down - If our internet connection is down, please do not connect to any other wifi hotspots around the area. This is a security risk, and it won’t resolve our ability to take payments and use our POS. Conduct while on shift - Make sure the showcases and floor are clean, the displays and busts filled, and the lighting perfect. - Ensure that all selling stations are stocked with the tools needed to make a professional presentation. - All retail staff are responsible for answering the phones - Complete the list of tasks for when store is not busy - When/how to clean retail jewellery that is on display/in windows, label the bottom How to handle meeting requests for Alexandra - Alexandra has a home office setup which mirrors her office at 5 Front Street. 5 Front Street is often a distracting location, so she does a lot of her carving, design, and thought-work from home. When she is at 5 Front Street, she is working “in” the business, when she is working from home, she is working “on” the business. She works from home, weekends and evenings. - If she is not at 5 Front Street, it is because she is working “on” the business. Never tell a customer that “She’s not in yet” or “I haven’t seen her today”. Always ensure that as the name and face of the brand and the designer, that Alexandra is protected from people assuming she is not working, and that the customer is made aware that time with her can be scheduled. How to take messages for anyone - Who, what, why, when, how – get all these details so that when the message is given to the intended recipient, they have no questions regarding the purpose of the message. Find out full name, reason and any other details - don't accept 'I have a meeting' or 'she/they know(s) me' as an answer. - All meeting attendees must wait in the store unless otherwise directed I have read, understand and agree to all items listed in this document. Name: __________________________________ Date: ___________________________________ Signature: _____________________________ 4