August 17th
► I have a very nice letter today that is so long, it’s copied below.
► New advertising starts Sunday, August 18th; Final Clearance, everything else remains the same.
► Submitted by Jen,
Weekly Fire Alarm Tip: Assist all customers in exiting the store. This means that you insist that they leave immediately, registers are closed, and no additional purchases may be made. If you are close to the patio doors, you should go outside that door and assist customers who will be exiting there. If you have the key, you can unlock the gate to exit the yard. If not, wait by the gate until another employee comes to unlock it. Keep customers with you – DO NOT allow them to re-enter the building if the gate is locked and you do not have the key!! If you are close to the front doors, assist customers exiting there.
Fire alarm procedures are tested once a quarter. Your score on this test plays a part in the amount of your quarterly bonus. A complete answer key is returned with each graded test. If you would like another copy, please ask Jen.
► Happy Birthday to Jim on August 21st, and to Victor August 25th. FREE birthday cake in the coffee shop while supplies last on Saturday, August 24th.
► We have a full-page (inside front cover) in the September-October issue of NH Home. It features Twin Eagles and outdoor kitchens. We paid a lot of money for it because one island sold will pay for it. It’s the kitchen issue. Someone backed out of that location and we got a deal on it two days before they printed. There’s a copy behind register two.
Here’s what I need from you: Note every single call on them, and ask why they called. Let me know what reception we got from this.
► Understanding Engineers:
An engineer was crossing a road one day, when a frog called out to him and said, “If you kiss me, I’ll turn into a beautiful princess.” He bent over, picked up the frog, and put it in his pocket. The frog spoke up again and said, “If you kiss me, I’ll turn back into a beautiful princess and stay with you for one week.” The engineer took the frog out of his pocket, smiled at it and returned it to the pocket. The frog then cried out, “If you kiss me and turn me back into a princess, I’ll stay with you for one week and do anything you want.” Again, the engineer took the frog out, smiled at it and put it back into his pocket. Finally, the frog asked, “What is the matter? I’ve told you I’m a beautiful princess and that I’ll stay with you for one week and do anything you want. Why won’t you kiss me?” The engineer said, “Look, I’m an engineer. I don’t have time for a girlfriend, but a talking frog – now that’s…WAY coooooooool.”
Letter from Beth:
Dear Dennis and Jeanne,
I was in the store today to pick up a new grill. Andrew was the associate who helped us determine which to get, and he did a fine job. He gave us one of your customer response cards and in reading the questions I realized that while Andrew was completely professional, knowledgeable and friendly your pool service staff also deserves credit for us buying a grill.
We have only owned a pool for a couple of years, our neighbors recommended your store, and we have received phenomenally good service. For two people who had zero knowledge about pools your operation has helped us so that our pool looks quite good. My husband has been to several pool schools, I’ve been to one. The staff always sends us out with the parts and chemicals we need.
I cannot name many of your associates, but that’s a reflection on me, not them. Todd I know because he opens and closes our pool. Your synergetic relationship with his pool service has been a huge plus for us. We tend to go to him when he’s in the store because he’s familiar with our situation, but in reality the other staff have always been able to get us to describe our issue sufficiently to solve the problem.
It was your question about your products that prompted me to write. We bought the grill without our usual 24-hour wait to consider. It’s precisely because any product we’ve purchased from you has been excellent. We could make up our mind on price and did not worry about quality.
As to the effectiveness of your communication, we knew of the sale on grills from the newsletter. And the signs as we came in (Look for pink and yellow tags I think it said) allowed us to get straight to our purpose to Andrew.
We spend most of the time with the pool service staff and recognize them by face (and smile!) The operations people we don’t know as well, but even that is a good thing because when they do their job well we spend less time with them.
We’re excited about the grill and grateful for all of the help with the pool. Congratulations on a very well run organization.
Sincerely,
Beth