Employee Handbook This is a text only file that you can 'cut and paste' into almost any program. It is important for every business to have a employee handbook. The best way to build employee morale and increase employee efficiency is to create an employee handbook. It does not need to be a large, complicated affair-in fact, your handbook might only be one or two pages long. A simple, easy to read handbook will save time and reduce hard feelings by making clear to employees how you run your business. Once your policies are set down in writing, everyone knows where they stand-both you and your employees are able to avoid situations that formerly may have required employee discipline. Even if you have only one employee, you will find having a handbook invaluable. A handbook can not cover all conceivable situations that will come up, so don't even try; just cover the basics. Here are some items that should be covered. Legal concerns. Although the likelihood of being sued by an employee is not great, remember that everything you say or write should be viewed as a contract. A written handbook is a business's best chance of avoiding a court case that becomes the owner's word against that of an employee. Use clear, easy to understand language. General feel-good statements such as "we will be fair to our employees," or "we will do all we can to..." do not really say anything, and can easily be used against you. To avoid potential problems you should include two disclaimers. The first disclaimer should be something like, "We recognize the employee's right to resign at any time for any reason; similarly we may terminate any employee at any time, with or without cause." This is the employment-at-will doctrine in which the company expressly states that employment can be terminated at any time, for any reason. A second disclaimer should also appear if there is any mention of firing and disciplinary procedures. Often, handbooks will mention employee actions that can lead to firing, or list specific courses of action to be taken prior to firing (a verbal warning, followed by a written warning, for example). However, sometimes the employee's behavior is so egregious that immediate firing is warranted. To protect yourself, a statement such as the following should appear with the list of unacceptable conduct, "This list is intended as an example only and is not intended to indicate all those acts that could lead to employee discipline or termination." With this statement, you won't have an employee contest immediate termination because "stealing" wasn't specifically listed in the handbook as a cause for termination, to use a classic example. Your handbook should be presented to an employee at the time of hiring when they are completing other paperwork for their employment. Have a separate statement for them to sign which you keep in their employee file that states "I have read the Employee Handbook and I understand how the rules and regulations apply to me." Have the employee sign and date the form for you; they keep the handbook. The tone of your handbook should be positive throughout. Most employees want to be successful; they are eager to know what is expected of them and how they can improve. Having a handbook, even for a small business, will prove to be a valuable asset and worth the time and effort involved. Sample Handbook Here is the start of a handbook that could be used for your business. This is from a handbook that we used in a retail store several years ago. As you see, it is a little disorganized, but the goal is to get something that saves you time; so don't spend hours trying to get everything perfect. Feel free to copy and use for your business. This file is a 'text-only' file so you can easily copy and paste it into almost any computer program. History (short history of your store) Employment Classifications (used for things like vacation pay paid holidays, etc.) There are four classes: regular full time, regular part-time, temporary full-time, and temporary part-time. A full time employee works 35-40 hours per week; part-time is less than 35 hours. A temporary employee is one that was hired with the understanding that their employment will only last for a certain job or season. If a part-time temporary employee is changed to a "regular" employee, benefits will be figured as if the employee was a "regular" classification from the start of their employment. Retail Sales Job Description As a member of our store, you will be greeting customers as they enter the store. You will be assisting customers with purchasing decisions, among which may be colors, sizes, styles, design, etc. You will promote our store, its products, quality, selection, etc. in a positive manner. You will be working on displays both on the "floor" and for the windows. General housekeeping duties are also involved which include dusting, cleaning glass, vacuuming, sweeping and shoveling sidewalks, changing light bulbs, etc. And, any other duties as may be required. Time Cards Each person will fill out their own time card. The white card is the official record for pay. Time cards should be recorded on the time clock at the start of the shift, going and returning from lunch, and at the end of the shift. If you miss punching your time card, take your card to your supervisor to get it taken care of. Punching another person in or out on their time card may be cause for dismissal of one or both individuals involved. Overtime must have written approval. Your shift starts at the time on the Schedule. You may clock in early, but pay calculations are based on the Schedule. Clock out time is when you are actually through working for the day to allow time for final customers and closing procedures. Employment Records Your employment record is an important record to you and the company. It is used frequently in processing insurance claims, determining vacations and fringe benefits, etc. Please inform the office of any changes in the number of dependents, marital status, home phone number, home address, etc. Schedule Changes a) The schedule is made out in advance at least two weeks. If you know you will have a conflict, we will try to arrange around it. b) If the schedule is already made out, and you feel you must be gone, you are responsible for arranging a trade with someone else that is willing to trade hours. c) If you become ill and can not make it to work, call the manager as soon as you can so that arrangements can be made. d) It is very important that you come to work on time when you are scheduled. Everyone depends on you, and sometimes you are the only person scheduled for a particular time-slot, so good attendance is critical. Lunches and Breaks a) Anyone who works a 6 to 8 hour shift is entitled to a 30 minute lunch break. You may leave for lunch, or you can bring a lunch and eat in the office or downstairs. Food and beverages are not allowed in the main portions of the store. b) If you are scheduled for a period of 4 consecutive hours, you may take a 15 minute break after 2 hours. Please cooperate with your co-workers to make sure that your absence is convenient and timely. Health Insurance Each regular employee may apply for health insurance with the insurance company that handles our employee health plan. Each employee can pick the policy desired (individual or family coverages, and the deductible level). The amount of company contribution is based on how long you have worked for the company and how many hours per month you work. If the amount of premium exceeds the company contribution, the difference will be handled as a payroll deduction. Hours worked does not include vacation or holiday hours. Length of time employed Company contribution 0 to 1 month none 2 to 12 months $.XX per hour worked 13 to 24 months $.XX per hour worked 25 months and over $.XX per hour worked Paid Holidays All regular full time employees that have been employed over 90 days will be paid for one days work for the following holidays: New Year's Day Fourth of July Thanksgiving Day Christmas Day To receive holiday pay, the employee must work their normal shift the day before and the day after the holiday, or be on vacation or a previously approved day off (calling in sick or not showing up for work will result in not receiving holiday pay). Holiday pay will not create overtime hours for the week involved. Vacation Bonus All vacation time a awarded on December 31 of each year to current regular employees. The amount of vacation is based on the length of service. Vacation Bonus for FULL TIME employees (over 35 hours per week) 1 to 3 years xx hours 4 to 6 years xx hours 7 plus years xx hours Vacation Bonus for PART TIME employees 1 to 3 years 1 hour for each 52 hours worked 4 to 6 years 2 hours for each 52 hours worked 7 plus years 3 hours for each 52 hours worked Temporary employees are not awarded vacation pay. For first year employees, if you have less than 3 months service, no vacation is awarded. If you have over 3 months, but less than 12 months, you will receive vacation based on the number of hours worked (at the rate of 1 hour vacation for each 52 hours worked in the year). Employee Discounts and Charges As an employee, you get a xx% discount on all regularly priced non-gift items that will be used to enhance your knowledge and skills in needlework (fabric, floss, instruction books, yarn, etc.). On all other merchandise, you may take a 20% discount on regularly priced items; on sale merchandise you may take the sale price or the appropriate employee discount-whichever gives you the best price. You may "charge" purchases and we will keep a listing of your purchases. Charges may be paid for at any time as long as you are an employee with cash or credit earned from making models. Any charges remaining after you leave will be deducted from your wages as agreed upon at your start of employment. Terms of employment If you choose to quit working here we ask that you give at least two weeks notice. Although we recognize the employee's right to resign at any time for any reason, giving advance notice makes it easier on your co-workers. Similarly, although we may change working hours or terminate any employee at any time with or without cause, we will generally give employees advance notice of any changes. "30 Second Rule" Greet customers within 30 seconds after they walk in the door. a) If you are not waiting on a customer, walk over and greet the customer. Offer to show them what is new. Point out new cross stitch titles, mention a new yarn, or new gift item. Let this person know that you are happy they came to our store! b) If you are waiting on a customer and someone else comes into the store, try to catch their eye and say "Hello". Let them know that they are noticed and you are not ignoring them. But, do not make your current customer feel slighted either. Try not to interrupt business with one customer to help another (if this must be done, make sure the customer knows that you will return quickly). c) Usually the customer will wish to look on their own. Let them do so, but be sure to check back with them to make sure they are finding what they need. d) You will always have "work projects" which you should be working on when not assisting a customer. The customer is why we are here, so make sure you are not appearing too busy to wait on them or to help them make a selection. If only 1 or 2 customers are in the store, you may return to your project, but if there are more than 2 customers, this is a good time to circulate and straighten up merchandise and do light housekeeping. Remember, the customer comes first! Know Your Product a) Take time to learn where items are and what lines of merchandise we have available. It is a good idea to take a quick walk around the store each day when you arrive to see any new items or if any items have been rearranged. b) Learn to know what you are selling. Find out how to do various forms of needlework, and the materials required. If you do not know, ask! Don't let a customer leave the store thinking bad thoughts about you and what you don't know and won't find out. c) Be willing to look and help the customer find things. One advantage a shop like ours has over a discount store is knowledgeable and helpful sales personnel. Don't just point in the general direction of the item they are hunting, take them there. If you don't know if we have a certain product or if we perform a certain service, be sure to ask. d) If we don't carry a product and you know we won't be adding it, send the customer to a local store that has a likelihood of carrying the product. It is the last resort to send them to "the mall" or a "discount store", and only if that is the only place available. Accepting Checks a) Checks are to be written for the exact amount of purchase only, no exceptions. b) On all checks, ask the customer if everything is current. Make sure there is a phone number--if there is not one, get it. We have to have a phone number even if it is unlisted (we won't call unless it is a bad check, and we don't give out phone numbers). On checks over $100 we need a picture ID and put the driver's license number and birthdate on the back of the check. c) Make sure the check is signed. Return Policy a) No cash for VISA or MasterCard returns. You MUST do a credit card return. Customer must have their original charge slip and their credit card to process the return. b) No cash back without a receipt or after 60 days (2 months). We will do a store credit slip (we always prefer credit slips to cash refunds anytime) after 2 months, but only with a receipt. Generally, there are no returns (even for credit) without a receipt unless someone working recalls specifically selling that item to that customer (just because it has our price sticker doesn't mean it was paid for)-- see the manager for all questions or problems. c) Remember to tell yarn customers the return policy--they use it the most. If they take longer than 2 months to finish their project, they can still return unused yarn for credit, but they need the receipt to make a return (mention to them at the time of purchase to keep the receipt). d) No returns on books or leaflets, unless prior arrangements were made (for example, for a gift, in which case you should make a note on their receipt that you Ok'ed the return along with your initials) or if the customer brings in their own duplicate copy of the book they had previously purchased along with the book they wish to return. As always, they need a receipt (but not for both books). Suggest a credit or exchange be made for returns, but we will do what the customer prefers. e) For large returns ($XX or more) and the individual is not a regular customer... if the original purchase was with a check written less than 2 weeks ago take down the customer's name, address, phone number, and amount due, and we will mail them a check for their return (to avoid giving cash back for a bounced check). Credit Slips Customers must keep track of credit slips (tell them to treat it like cash) as we can not be responsible for lost credit slips. Credit slips do not have an expiration date. MasterCard and Visa Charges (this section will vary depending on the way your store processes charges) Handling Irate Customers a) First of all, remember that a person will hear what they want to hear, and that is not necessarily what you say. Before you promise something, think it out carefully so that you communicate exactly what you mean. b) Remember also, the customer is always right. When you don't agree, smile and count to 10. Then get the manager. Try to work with the customer in the best way possible--we try not to lose a customer. Holds and Layaways a) We will hold merchandise for a customer if they do not want to buy it all in one purchase (yarn is the best example). We don't volunteer this service unless it helps to close the sale, or if the customer asks specifically. We should have a date by when they expect to pick up the layaway, usually no more than 30 days away. They should purchase part of the merchandise now (or place a downpayment of 20% or more), and plan to pick up the rest during the next 30 days. Only one "hold" order of yarn at a time per customer. b) Mark the sack of merchandise to be held with a slip of paper listing date put back, date to pick up, customer's name, address, and phone number. Put the sack in the hallway room in ABC order by customer last name in boxes on the self. c) For seasonal items especially (Christmas items, for example), make sure the customer is aware that the 20% deposit is not refundable, and the merchandise will only be held 7 days. Models, Already Stitched As a general rule, we do not sell the completed models that are hanging on the walls, etc. When we have them available, we will display them on a sale table. Models, Where Do They Come From? a) Models are made by store personnel or customers. Anyone interested in stitching models needs to bring in a sample of her (or his) work for approval. Then we will put their name on a list of "stitchers available" so when we need models stitched, they will be called. Or they can stop in whenever they like to see if something is available to be stitched (there usually is). We would expect the finished project to be done within about a month or they should contact us. b) Models to be stitched should be checked out using the "model notebook". Make sure to get the name, address, and phone number of the stitcher before the project leaves the store. We have project sheets in with each model to be stitched giving specific instructions that the stitcher should follow. Special Orders a) We will do special orders for merchandise from selected vendors (see separate list). b) Any item that is not a 'regular stock item' (ask if your are unsure), must have a 50% downpayment before we order the item. If the item comes in and the customer has changed her mind (or if we are unable to cancel the order), they may have to forfeit all or part of the downpayment (we must do this to protect ourselves from ordering "odd" items that we would never be able to sell--that is why we need the downpayment). Direct inquiries to manager. Job Seekers Anyone seeking a job should contact the manager. Do not accept an application from anyone. Do not let anyone leave an application with you. All applications must be handled by the manager. We must handle it this way for legal reasons. To Open The Store a) Put money in register. Check that the date is correct. b) Wipe off the register counter, and straighten up counter displays. c) Vacuum in front of the doorways and counter first. Then vacuum other areas as time permits. d) Quickly check for other areas that need attention prior to opening. e) Unlock doors at XX am. f) When the second sales person arrives, this is a good time to wash door glass, sweep entry ways, and to do other housecleaning duties if traffic is slow. Basic Housekeeping Duties a) Dusting. At least once per week. All shelves (pick up merchandise and dust underneath, too), kits, items on shelves and pegs, pictures, etc. Easy to miss, but very unsightly, are the bases of display fixtures and corners with cobwebs. b) Wash the inside windows when displays are changed. Wash doors daily (inside and outside) to remove smudges. c) Vacuuming. Every morning before we open (or after if there are no customers). Get in front of doors and around cash register first. NEVER run the vacuum while a customer is in the store. d) Sweep outside entry ways at least once a week (more often if needed). Pickup trash that has blown into the doorway on a daily basis. e) Mop tiled entry area once per week, more if muddy outside. f) Snow shoveling. Sweep out snow from around doors. Use salt where and as often as necessary to keep walks from getting slippery. General Knowledge that will be Helpful (include answers to those basic questions that customers ask all the time--what needle size to use, half stitches, etc.)