As I See It...

Sometimes I don't "SEE IT", which is why the City stresses documentation.

What I am talking about is an incident log.

All department heads are to keep an incident log; each is unique to the department. Such as, the public works department keeps a list of when residents call in with a complaint, concern or comment, when city property is damaged, a street light out, or anything else relating to public works.

As clerk I keep an incident log of calls etc regarding other city issues. But the most important incident log is kept by our liquor store employees.

All employees are required to write in the book daily.

What the City likes to see is the weather (snow, ice, rain) if an employee had to clear the sidewalks for any reason, how busy their shift was, if they refused service to someone (who and what reason), if they had to ban anyone (Who, for what and how long) and any other unusual happenings.

We don't require an essay to be written, just the facts in a clear and concise manner.

The purpose is to Cover Your A%$.

When employees are dealing with a lot of the same customers day after day it is hard to remember specific days and times. This way if we have an incident we need to look back on, there are written reminders of the day.

The manager reviews the book every morning and if she has any questions is able to contact the correct person or if there are any issues that need to be addressed she can deal with the incident.

We use a composition book. The kind that has bound pages and no pages are allowed to be ripped out.

Yes, the book does get kind of messy, but it has come in handy when trying to remember who was involved in a fight and if there were consequences, if a bartender called for a ride for someone and they left on foot or worse drove away.

When the incident book was put in place, everyone complained. They "Didn't have time to write it down", "Nothing ever happens", "We didn't have to do this before."

But once the employee realized it was for their and the City's protection (and they got in the habit of it) it is now just routine.

Cheers!

Shelly Dillon

City of Callaway

Based on Information from Bob Phibbs, the Retail Doctor

1. Clean the glass on the entry doors and windows.
2. Sweep the front sidewalk & clean parking lot.
3. Knock down cobwebs in the corners of the ceilings and floors.
4. Check the bathroom for cleanliness and clean if necessary.
5. Check for moldy stuff in the staff refrigerator and toss it. Clean if necessary.
6. Wipe the counters and all machines clean.
7. Pick a shelf, remove all the product, clean and merchandise.
8. Check the vacuum bag in the vacuum cleaner and replace if dirty.
9. Change any burnt out interior and exterior light bulbs
10. Check that all remnants of dated decorations and promotions including tape, wires and strings are removed.
11. Pick a shelf / endcap / display and make sure items are priced and tagged accordingly
12. Check your special orders or requests to see if items have arrived or need follow-up.
13. Make sure digital displays are working correctly.
14. Organize the under-the-counter areas.
15. Call or write a customer thanking them for a purchase
16. If you have computer access, go to a vendor's website and learn five new things about an expensive item you carry.
17. Research a new line to carry and write an explanation for why it is a good fit for your facility.
18. Role-play a sale.
19. Role-play a return without receipt.
20. Give another employee a list of ten items to find in your store; time them while they look.
21. Create a scenario where employees find the biggest add-on to a sale in just five minutes.
22. Organize the stockroom and make sure areas are labeled correctly.
23. Take a portion of an online retail sales training course like this one.
24. Offer to help a customer to their car.
25. Spot check if inventory spot matches POS
26. Find the slowest moving item in the facility and come up with how you could sell it.
27. Break down empty boxes in the back.
28. Fill up the register supplies.
29. Fill up the bathroom supplies.
30. Analyze your sales figures and markdown those items rarely sold, overbought or dated.
31. Analyze your store's online reviews on sites like Yelp, then find a solution to stop the bad comments from recurring.
32. Teach an employee how to order supplies, check in shipments, make a call tag, etc. so those employees can take on more responsibilities and see a path to the next level of employment.
33. Make up a quiz of the top 25 questions customers ask you with a correct response for each.
34. Have an employee write out a review of a product.
35. Check out five large retailers' Facebook pages and list 3 things that seem to get a lot of "likes" or comments.
36. Write several emails to send out during the coming month.
37. Perform an employee review.
38. Shop a competitor and write up recommendations about what they are doing right.
39. Watch TV, Text Friends, Call on Cellphone --- NOT!!!!!!

Of course, once a customer comes in, all of this stops and the customer is given full attention.

The Governor signed the Omnibus Liquor bill into law on Tuesday, May 7.

Minnesota Laws 2013 Chapter 42 provides changes to the state's liquor laws.

The law contains a number of noncontroversial provisions, not included in the law are provisions to allow Sunday sales of liquor, expanded sale of alcohol at the University of Minnesota athletic events, or other issues opposed by the MLBA and MMBA.

The House defeated an amendment to allow Sunday sales of liquor by a vote of 21-106.

Click Here to See the Details 

Beverage Alcohol Training