Laying Down the Law

Our last story (in the May issue) was about Melanie Miller, her store, and the problems she was having with her employees. She had found that she was working around her staff instead of with them. Finally, Melanie had a meltdown. She marched into the store and called a staff meeting for the following Monday night.

When everyone had a soft drink and a slice of pizza, Melanie told her astonished staff that running My Store had become a nightmare.

"It isn't that I don't love each of you or the store," she said. "It's just that managing the whole thing has gotten out of hand. This is partly my doing and partly yours, but the problem started with me."

Melanie passed out a list of grievances and second slices of pizza.

"Let's see what we can do to make me happy, keep you happy, and run the store smoothly," she said after the staff had read through the list.

Next, the owner and staff of My Store wrote up a new procedure manual together.

A calendar was hung on the office door. From now on, Melanie would enter her trade show dates on the first day of January, April, July, and October. All employees would give her their requested vacation dates by the fifth day of those months. Vacations could not be scheduled during trade shows, or between October 15 and December 25.

Melanie promised that she would make every effort to accommodate all other dates, but her own vacations would be considered equally with those of the staff.

If employees needed to attend special personal events such as a school play or concert during a trade show or the Christmas rush, they would have to arrange cover with another trained employee not scheduled to work that day. Melanie also explained that all employees must have more than one back-up caregiver for their children.

A new policy was made that if an employee was late more than twice a month they might be rescheduled for a later arrival time, or to work fewer hours.

The new procedural manual that the staff and Melanie worked out outlined specific duties that store employees were responsible for.

Gift Wrapping: My Store giftwrap is designed to reflect the look of the store. All packages must be wrapped to that standard. Employees are welcome to wrap their own gifts as long as they do it after hours and use the store giftwrap and standard paper measurements.

Displays: A lot of time and thought is put into the displays, as they are designed to sell a particular item. Melanie promises to explain her displays at staff meetings. Staff is asked to dust them, but not to rearrange them unless components of the display are sold and there are no replacement pieces in stock. The display schedule will be arranged so that the staff gets a chance to do more of the display work. However, staff members are obliged to go over with Melanie what they plan to do and why, before creating a display. In turn, Melanie promises not to redesign staff-designed displays.

Dusting: Employees of My Store have to do their share of dusting, even if they hate it. A Golden Duster Award will be given out at each staff meeting to the best duster. The person who has won the most GD Awards at the end of the year will get a free dinner for two at The Old Stone Chimney restaurant.

Computer: The computer is a fact of life at My Store. Employees are free to offer suggestions about it, but must solemnly promise to use the system as it is set up — even if it involves reading the manual.

Office Space: Each employee will be given a file folder with her name on it and a labeled plastic storage box. All paperwork goes into the file. All other "stuff" goes into the box. Everything in each person's file must be completed or reviewed, with notes attached, by closing every Friday.

Store Attire: There is now a store smock and a store apron. One or the other must be worn while on duty.

Telephone: Personal calls may be made during lunch break only. Emergency calls from children, or calls to check in after school are always allowed. If an employee is waiting on someone when such a call comes in, she should explain why she is excusing herself to take the call and enlist someone else to help the customer if necessary. When a staff member is operating the cash register or writing up a sale, she is not available to answer the phone. Personal cell phones are to be turned off at all times in the store.

Friends from outside: Saying hello to friends is fine. Longer conversations must wait for when the employee is off the floor. When waiting on a friend in the store, the staff member must be aware of how her conversation sounds to others.

Friends on staff: When a staff member is working with a friend, she must be aware of how their conversation may sound to someone waiting to be served. Have fun, but be alert to the times when customers may be feeling left out.

Food: No food of any kind is to be eaten in the store in front of customers. Not once. Not ever.

Did the procedure manual work? You bet it did! Melanie's employees now feel involved in the system. They finally realize why some of the procedures were established and why they need to be followed.

We were surprised to see Melanie at a gift show in Paris last week, and asked her how she was able to get away.

"Oh," she said, "the store practically runs itself!"