Store Operations

The central aim of any retailer should be to satisfy their customer's needs. If this is achieved in an efficient way, sales and profits will ultimately follow. The more satisfied customers we have the more successful our store should be.

To enable a consistent approach to store operations, it is essential that you have clearly defined policies and procedures. Each policy and its related procedure(s) will ensure that every team member acts in an appropriate way each time they are faced with a potentially damaging situation.

Sales and Service Policy

An effectively implemented customer service policy influences the thoughts and actions of the team and the customers. It also helps to create a harmonious and highly effective workplace.

For the policy and related procedures to be effective, they must be:

Clear in their wording and intention Relevant to the store and its customers Widely understood by all employees Consistently applied across the store

When considering the effectiveness of your store policies ask yourself the following:

• Does your team understand what the standards of quality are?
• How is the policy implemented?
• How is the policy monitored?
• Are the procedures clearly related to customer satisfaction?
• Is this system effective?
• Do you have a system in place to monitor them on a continuing basis?