How to set up store policies. Examples of store policies, concerns about staffing and policies. Store policy for retail shops.
If you are opening a new retail business, or buying an existing one, you need to decide upon, and set, your store policies. Some of these policies will be ones that customers need to know, others are for your staff's information. In all cases store policies should be clear, written, and posted for the people whom they affect, can read them.
Before you set your polices you should also check with area laws and guidelines, as well as what is “normal” for your area.
The customer polices of your store should be posted at the point of sale for customers to see. If a customer has a concern when buying an item the staff can easily reference the notice.
Will you accept returns? If so does the customer need to provide a receipt, how many days will you allow them to make their returns? Can they get cash back, or only a credit or exchange? Can a customer return anything (broken items, soiled items, sale items)?
Will customers be allowed to bring food and drink into the store? Will you allow small dogs in your store if the owner carries it?
The staff policies include how you want your employees to act with customers, and handle different situations, but they also include day to day things for your staff to be aware of.
Will you have a dress code? If you have a uniform you may have to provide it to your staff free of charge. If there is no uniform, can they wear anything they want, jeans, t-shirts, shorts, or so forth?
Will you have a staff room where employees can leave their possessions and have their breaks? How long will their breaks be (in most areas there is a legal minimum), and will their lunch break be paid, or unpaid? If breaks are to be staggered, who goes first?
When is “payday”? Will your employees get a staff discount on items they buy, will this take effect immediately upon being hired or will there be a waiting period?
What is to happen if an employee is sick, should they contact you, or try to find a co-worker to fill in and cover their shift? How are changes to the schedule to be handled, as when one person needs a certain day off after the schedule has been made?
Where are the staff to park? Are staff members allowed to carry their cell phones during their shift?
How should the staff answer the phone? Who is to handle customer complaints? How are complaints to be handled?
How are the staff to handle shoplifters, troublesome kids, or problem customers?
How often will you have staff meetings?
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