ORIENTATION



IMPORTANT INFORMATION

Elder’s Hardware

Store number

Prepared for

Manager

Assistant Manager

Head Cashier

Team Leaders

__________________________________________

_____________________________________________

SCHEDULE:

Monday:

Tuesday:

Wednesday:

Thursday:

Friday:

Saturday:

Sunday:

Orientation

Introduction

Welcome to Elder’s Ace Hardware! This store is locally owned but is part of a network of over 4,800 Ace Hardware stores with locations in over 60 countries. This makes Ace one of the largest retailers in the world!

This booklet was designed to help you understand our Customer Service philosophy and to help answer some fundamental questions you’ll have during your first days and weeks at Elder’s. Carry it in your pocket. Many find that they occasionally refer to it even after they’ve been here for years.

It’s also important that you read the store’s policy book. It’ll address in detail many other issues with which you should be familiar. It can also be used as a reference when you need information on topics such as vacations, travel, benefits, holidays, hours, etc.

Customer Service

We consider ourselves the most helpful and trusted retailer anywhere. That reputation has been built by hundreds of associates striving to deliver the best service in our markets. In addition, Ace has spent millions of dollars on advertising promising our helpfulness and great service.

We do an excellent job of delivering that promise. However, our promise is very fragile. We must deliver on that promise to every customer every time! Just one bad experience and a customer might start shopping elsewhere. Help us keep our promise!

How does Elder’s Ace Team deliver excellent customer service?

Commit to memory the “Six E’s” Fundamentals of Helpfulness: Ethics, Enthusiasm, Engagement, Empathy, Etiquette, and Efficiency.

1. Ethics. Be honest. Don’t tell a customer we don’t have something unless you know for sure. Tell a customer if you don’t know… and offer to promptly find someone who does. The customer will appreciate your honesty. Don’t say “They don’t make it,” or “We’ve never stocked it.” You really don’t know that.

Do what you say you’ll do. For example, if you tell a customer you’ll order a product, then do it. If you tell a customer you’ll call when the product arrives, then do it. If you tell a customer that you’ll be right back, then don’t delay.

2. Enthusiasm. Make a decision to enjoy your work. Let the customer see your enthusiasm in your genuine eagerness to help, in the briskness of your walk – “the Ace Pace”, in the excitement in your voice, in the effort you give to your work.

Show your enthusiasm for the customer. If a customer comes within 20 feet, STOP EVERYTHING, speak to the customer, and give him/her your undivided attention. The customer is your #1 Priority!! Customers hate it when they’re ignored!!! And they really hate it when they’re ignored because you’re having a personal phone conversation or just chatting with another associate or friend.

3. Engagement. Sure it sounds hokey! But it works! Don’t underestimate the power of a smile! By smiling you’re saying, “Hey, I’m glad you’re here shopping at Elder’s!” or “Feel free to ask me your question,” or “We appreciate your business,” or “Hey, don’t I look sharp in my uniform?” or “I enjoy my work!” Customers like to shop where it’s obvious that associates enjoy their work.

If you frown you’re saying, “Don’t bother me,” or “Why don’t you shop somewhere else?” or “I don’t like you.” Bad moods are against the rules at Elders!

4. Empathy. Seek to understand what the customer wants. Some customers want what’s easiest; some want what they’re familiar with; some want the lowest cost solution; some want only the best; some care about brands. Offer options. Ask questions.

5. Etiquette. Be professional in speech, tone of voice, dress and actions. Studies indicate that customers associate good service with professional appearance. Always wear a clean uniform shirt. Your name tag is a part of your uniform. Don’t deface it (e.g., with stickers). Only your name tag or an Ace promotional button should be attached to your uniform.

Maintain superior personal hygiene. For men, no facial hair (unless you had it when you were hired) or earrings while at work.

No hats or caps inside the store. Shirt tails in. Wear socks and shoes. No sandals.

Wear jeans or better quality slacks with a belt. Wear classic styles and not trendy clothing unsuitable for work (e.g., excessively baggy pants or tops) or trendy accessories (e.g., long bulky chains). No holes, patches, or cut-offs. For women, if you wear skirts and dresses, they should be of reasonable length.

Be professional in your speech and tone of voice. Use “sir,” “ma’am,” “thank you,” “please.” Don’t violate a customer’s privacy by using slang nicknames such as “buddy” or “that guy” or “honey.” Speak to any customer that comes within 20 feet of you. Look directly at customers when you speak to them, so that they know your greeting is sincere. Learn and use customers’ names. Any offensive language (especially profanity) is never appropriate.

Drug & Sexual Harassment Policy: Any associate violating our sexual harassment or drug policy, is subject to discipline, up to and including termination.

6. Efficiency. Accomplish as much as possible while at work! Stay busy. No personal phone calls. No personal visits. No two-man jobs.

Appearances are important… Look like you’re always busy. Avoid sitting down, leaning on something, or slouching.

Minimize eating and drinking on the sales floor especially when helping a customer. Smoking, chewing tobacco, or dipping is not allowed. Don’t form associate chat groups on the sales floor.

Store Operations

1. Honesty. Avoid circumstances that might call your honesty into question. Never, never, never take any merchandise from the store without paying for it first. If you do, you will subject yourself to termination and prosecution.

If you suspect that another associate is engaged in a dishonest act, then report it to your assistant manager or manager. If you suspect someone in management of doing something illegal (e.g., theft), anonymously call the 800 number posted in your break room.

We don’t give customer discounts except in special cases based upon the type of purchase being made. For example, we might discount the price of a product if a customer buys a case. That decision should be made by an experienced and authorized associate. Do not give friends discounts or allow others to use your associate discount.

If you’re running the cash register, be discreet when giving a discount (e.g., an associate discount). Other customers in line may not know he/she is an associate and think that we routinely discount. Therefore they believe they’re not being treated fairly because they don’t get a discount.

2. Merchandise. Customers like neat well-stocked stores with clear aisles. We need you to do your part to keep our stores that way.

Always put merchandise where it belongs. If you can’t find its place, ask someone who knows. Refer to the Restocking Merchandise Checklist when putting out freight.

When the weekly Ace truck arrives on freight day follow proper operating procedures. Each associate should work just one buggy or one tote of freight at a time… Leave the

remaining freight in the back room. This keeps our sales floor orderly and clear.

Only one person should work a buggy or tote… No two-man jobs! Reminder: Even on freight day, the customer is our #1 priority! They are ultimately our bosses and make it possible for us to get a paycheck!

Most merchandise doesn’t require a price sticker (i.e., the price is on the bin tag). However, if a sticker is required it should be affixed in the upper right corner of the package. Don’t cover up the bar code.

Bin tags must routinely be replaced. Peel off the old one before sticking on the new one. If you can’t find every bin tag, return those still remaining on the sheet to the Team Leader or Manager.

To keep our merchandise fresh, put new merchandise at the back of a peg or at the back of the shelf so that we sell the old merchandise first… especially if the older product’s packaging is out-of-date or damaged. This rotation of merchandise is even more important for perishable goods such as feed.

Remove shipping labels from the product as you put stock out.

3. Housekeeping. Everybody’s job is to keep the store straightened and cleaned! If you see something that needs attention, then do it! Busted bag? Tape it up. Trash in the aisle? Pick it up. Spill in the floor? Mop it up. Merchandise out of place? Put it up. Cluttered work table? Clean it up. Overflowing trash cans? Dump them. Stopped up toilet? Plunge it out. You get the idea!

If you need supplies for a project (e.g., paper towels, magic marker, toilet paper, box cutter, etc.), get authorization from a Team Leader. If approved, add it to the “Store Supplies” list. Use tools from the store’s toolbox. Don’t get tools out of stock.

4. Loading. Customers like quick service. When called upon, set a goal to get the product (e.g., pine bark, peat moss, lumber, repaired mower, concrete, etc.) in the customer’s vehicle as quickly as possible. Use your “Ace pace.” Don’t make the cashier place a “second call.”

Always thank the customer after you’ve loaded the product. We don’t accept tips for loading. But feel free to brag about being offered one if it makes you feel good.

If it’s 12 bags or less, then it’s a one-person job. Customers get a negative impression of you and the store if too many associates show up to load a little bit of product. If you’re guilty of that, then they might create a joke in your honor: How many Ace associates does it take to load 2 bags of pine bark? Three; One to open the trunk, one to load the 2 bags, and one to verify the count.

Lift heavy items with your legs not your back. Ask for a back support belt if necessary. When you return to the store after loading, don’t waste your trip… Pick up any trash and dispose of it.

5. Safety. The forklift is potentially the most dangerous piece of equipment operated at the store. Only those who have received the formal training course and examination may operate a forklift. No exceptions! A forklift operator must be at least 18 years old. Operating a forklift without authorization is grounds for dismissal.

Propane dispensing can also pose a risk.

Only those who have received the formal training course and examination may dispense propane. No exceptions!

The most frequent injuries we experience are cuts due to improper use of a utility knife, snap-blade knife, or box cutter. Be cautious! Never cut toward yourself.

Don’t leave the store alone when it’s dark outside. Associates should leave the store in groups. If no one else is leaving, ask for an escort.

In the event of an armed robbery, safety is our #1 concern. Don’t resist; don’t fight back; don’t call out for help; don’t make eye contact. Give the robber whatever he requests including cash.

If a customer threatens you physically, call the manager or team leader. Let them know you need them immediately.

6. Work Schedule. Work the time you’re scheduled. If you need to be off, ask far in advance so management can adjust accordingly. Arrange for your own substitute if requested. Arrive early and clock in at the beginning of your shift.

7. Communicating with the Customer. Promptly, enthusiastically and pleasantly greet all customer that come within 20 feet of you (Approach and offer to help any customer who you believe may need assistance, even if he/she is on the other side of the store!). Be quick to offer help to a customer.

When approaching a customer, ask an open-ended question such as the Magic Question, “What can I help you find today?”

If a customer returns to the store a number of times to complete a project, don’t say, “Are you back again?” Even though you’re intent is good, it might make the customer feel stupid. Rather if the customer says something about being back again, you might say, “Don’t feel bad. Most people have to return a time or two when working on a project. Maybe I can do a better job helping you this time.”

If you encounter a customer complaint, let the customer unload their feelings and then say something like, “I understand how you feel, Ma’am. I’m sure the Manager would like to know about the problem. Would you mind waiting while I get him?” Or, if you feel comfortable, use your $5 Lifeboat if it will solve the problem.

8. Two-way Radios. Always be courteous and business-like. Use the two-way radio; don’t shout. Always respond, and end all requests with “Please.”

Don’t tie up the radios with personal conversations, with jokes, or with long questions or explanations….Others are waiting to communicate.

As a cashier, if you’re requesting something to be loaded a second time, finish your request with “Second Call.” For example, “I need 2 bags of Portland cement loaded, please. Second call.” Say it professionally. Don’t show any impatience. The loaders should get the message!

9. Phone Etiquette. Only answer incoming calls after you’ve had phone training. Let your voice communicate your professionalism and enthusiasm. Speak up and speak clearly. No mumbling.

If the phone rings while you’re helping a customer, what do you do? Right! Continue helping your customer.

Our preferred way to answer the phone is, “Elder’s Ace Hardware Highway 58. This is Bill. How may I help you?” In phone conversation use “sir” and “ma’am” generously.

If you need to put a customer on hold, ask them if it’s OK. For example, “May I put you on hold while I check?” Don’t just bluntly say, “Hold on!” No customer should be on hold for over one minute. If you’re going to be delayed, get back to the phone and tell the customer that you’re still checking and ask if they’d like to continue to hold or if they’d like you to call them back… and do it!

If you’re working less than 5 hours on a given day, then you shouldn’t make any personal calls, either incoming our outgoing. People working longer shifts might occasionally need to make those calls, but they should be limited. Talk with the Team Leader if you need an exception made. The use of personal cell phones is prohibited. Don’t let your cell phone distract you from helping a customer.

10. Thick Skin will serve you well in retail. 99.9% of customers are great! But sometimes the other 0.1% can be rude or insulting. Don’t take it personally. Don’t offend a customer… even a rude one. Just tell yourself that it’s their problem; let them unload; and continue to be pleasant and professional. If you get uncomfortable with the situation, ask the customer if he’d mind speaking to your supervisor.

11. Co-Workers. Everyone deserves to be treated with respect. Customers feel better shopping in a store that seems to have a positive atmosphere. Plus, when everyone respects one another and works as a team, good customer service is easier to deliver.

12. Parking. Only park in the area designated for associate parking. Our best and most convenient parking is for our customers.

13. Computer Operations. Our computer terminals and printers are some of the most expensive equipment in the store. Don’t do anything that would damage them. Keep all liquids at least 3 feet from any equipment. Don’t allow coins to fall down in the printers and damage the print heads. Don’t plug anything into the dedicated circuit that the cashier stations are plugged into (esp. heaters).

Keep your cashier code and password confidential for your own protection. Never sign in or sign out of the time clock application for others.

14. No Idle time! Your value to the company is directly related to the amount of work you accomplish and the number of customers you capably serve. There will be times when you’ve accomplished all the work assigned to you and when your supervisor is not available to assign more tasks. In those cases, first do what you see that needs to be done now. Then consider these tasks:

• Face up feature ends;

• Face up departments with lots of merchandise on shelves such as lawn & garden and paint and paint sundries;

• Sort merchandise that get mixed up, like nuts & bolts and pipe fittings;

• Organize any messy work surfaces;

• Straighten merchandise on base decks;

• Tape up and clean up busted bags;

• Cycle count if you’re authorized;

• Restock returned merchandise;

• Sweep/mop the floor and the front door mat.

Cashiering

The cashier position is one of the most important jobs in the store. Sometimes you are the only associate with which the customer has contact. And, you are usually the last person they speak to. So, be sure their last impression of you and the store is a positive one!

Give the customer your total undivided attention immediately when they approach the register. Always stand to greet and “ring out” a customer. Stop all other activities at once! Never do homework, read magazines, or perform personal tasks while at work.

Remember that customers don’t like to wait in line. So, complete all transactions quickly and accurately. If your line exceeds three customers, use the radio to ask that another cashier station be opened.

All Cashiers will be taken through the Cashier Training Checklist where they will receive in-depth cash register operations training. The basics of “checking out” a customer are repeated below for your convenience:

• Make eye contact; smile; and offer a pleasant greeting.

• Ask, “Did you find everything?” If not, call for assistance if no one helped the customer.

• Ask if the customer has an Ace Rewards card and if so, scan their card or search for their number by their telephone number. Otherwise offer them an application.

• Tell the customer the total amount of the purchase.

• Say, “Thanks for shopping at Elder’s Ace!” or something natural to you.

If your checkout is not very active during your shift and you don’t have other assigned work, then perform these tasks:

• Organize and clean your checkout stand;

• Clean the front doors and windows;

• Replenish bags and candy/snacks;

• Replenish and face up soft drinks;

• Watch for shoppers that may need assistance.

Will You Be Successful???

You will if you choose to be successful. The primary determinant of success is effort and initiative.

What is initiative? It’s doing the right thing without being told. But next to doing the right thing without being told, it’s doing it after just being told once.

We’re glad you’re here! We hope that you’ll find that Elder’s is the Place for You!

WHY CUSTOMERS QUIT

68% OFFENDED BY ATTITUDE OR ACTION OF SALESPERSON

14% PRODUCT DISSATISFACTION

9% PRICE

5% TRADE WITH FRIENDS

3% MOVE AWAY

1% DIE

The Moral is:

Commit to the “Six E’s” and Keep

Elder’s Customers.

................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download