Quick Cloud in-Store Team Policies

Quick Clouds Policies

These practices are not up for debate.  These are the practices each team member is responsible for during the day and during interactions with customers. 

 

1. Greeting the Customer- When a customer enters our shop we are quick to welcome them to the store.  Use gender-neutral terms to avoid offending others (i.e. “Hello Friends!”)
   1. This greeting should happen within 2 seconds of the person entering.
   2. The team member will approach the customer as the customer enters the lobby, not staying behind walls or counters.
   3. The team member will use their proximity to guide the customer around the shop to the preferred area.
2. The greeting or the first few sentences should also show gratitude for the opportunity to serve the customer (i.e. “Thanks for being our customer!”)
3. If a single customer is present and multiple team members are available, all necessary team members will assist to provide the best possible customer experience in both efficiency and kind moments.
4. Team/Personal conversations should be paused while the customer is in the shop if they are not also included in the conversation.
5. Upsells and Cross-sells are an important part of providing a good customer experience and should always be offered in a non-threatening, but welcoming manner.
6. Discounts may be used if there are points to justify the action. Otherwise, there must be a note present as to why we decided to give away more than the agreed upon discounts.  10% is the maximum industry/family/friends discount we give; and we only offer an additional 5% if the customer is utilizing the bulk deals.
7. Returns are only offered when manufacturer errors exist. We do not exchange or return items for flavor preference, color preference, bad coils, or anything that can be fixed.  We offer the most generous return policy in the area and we need to adhere to the limited rules we have in place.
8. Every customer is offered free membership into our loyalty program and around 95% participate. Remember to attach each customer to the sale using their phone number.  Make sure the customer also has an attached email so they can earn and use reward points.
   1. Reward Points can be redeemed online or at the register.
   2. Reward Points never expire
   3. Points can be redeemed for rewards/money off online.
9. Time at work should not be spent doing personal errands or hobbies. There are many things that can always be worked on and we prefer to know we are efficient with our hiring and hours.
10. As a general rule, conversations should be encouraging.