CINDY`S HOSPITAL GIFT SHOP E-NEWSLETTER, February 9, 2005 Published and Copyrighted by Cindy Jones This newsletter provides managers an opportunity to exchange success/horror stories and share your thoughts on industry hot topics. My goal is to provide you with useful information and a forum for getting your questions answered. There are over 1,000 hospital gift shop managers benefiting from the information in Cindy`s free E-Newsletter. We gently remind you that the richness of this e-newsletter depends on *your* contributions. All we ask is that you submit two tips per quarter -- which should be easy to do as you learn and make refinements to your practices in all areas of hospital gift shop management. So, what have you learned or implemented in the last couple of months that has benefited you and your shop? Have you "paid" your dues this quarter? SUBMISSIONS TO THIS E-NEWSLETTER Send your best tips to: cindy@cindyjonesassociates.com. To reduce my time spent on editing email submissions, please ensure they are written clearly, are easy to understand and have proper grammar, spelling and punctuation. If you are mentioning a vendor, please include the phone number or website address. The next issue comes out Wednesday, February 23, 2005. PLEASE NOTE: You may reprint or repost this article providing that the following conditions are met: • The article remains essentially unaltered. • Cindy Jones is shown as the author. • The notice Copyright 2004 by Cindy Jones appears on the article. • Contact information for Cindy is included with the article. You may refer readers to my website as a way to meet this requirement. • Here is the wording we suggest, "The article you've just read is written by Cindy Jones, Copyright 2004, Please link to http://www.cindyjonesassociates.com/." <>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<> INFORMATION FROM CINDY <>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<> Three Ways to Ignite Intrinsic Volunteer Motivation How does your shop change the lives of others? Focus on creating a culture with a strong mission statement. People want to be part of something bigger. Help your volunteers believe in the shop's mission. Match job descriptions to volunteer's passions. If your shop requires a person with math skills, ask a volunteer who has a passion for numbers. The job or task will provide all the intrinsic motivation needed for passion-centered volunteers. <>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<> CANDY CARDS Many gift shops are now selling Candy Cards to hospital employees. The shop prints up cards that have numbers all around the outside edges in different increments adding up to $10. The cards typically sell for $10 plus tax. At the time of purchase, the cashiers stamp the back with a gift shop stamp, then date and initial the card to prevent any illegal copying. When a candy purchase is made, cashiers punch a hole(s) in the appropriate increments. The cards allow employees to purchase candy even when they're not carrying cash. <>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<> FORMULA FOR PRICING ITEMS BOUGHT IN SETS Set of 2 = Retail x .40; .60 Set of 3 = Retail x .22; .33; .44 Set of 4 = Retail x .14; .21; .29; .36 Set of 5 = Retail x .10; .15; .20; .25; .30 Set of 6 =Retail x .07; .11; .15; .19; .22; .26 Even with the formulas it is recommended to add a little to the smallest ones and possibly subtract from the biggest. The formulas are just a starting place. You have to use common sense. The cheapest will go first. Remember, you don't want the large size left over. <>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<> ELIMINATE THAT "MISCELLANEOUS" KEY A 'misc' key is a place where lazy cashiers ring up items. 'Misc' tells you nothing about what you are selling! <>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<> GAMBLER'S SALE Week 1 is any item that is red-lined 20% off, week 2 is 30% off, week 3 is 40% off and week 4 is 50-75% off. Shoppers can gamble on if it will still be there when they come back. <>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<> HOT SELLER High Heal Memo Pad/Pen Holders from Lady Jayne, 800-274-7685 <>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<> ASD/AMD Trade Show in Last Vegas If you have attended this trade show, please share with our subscribers what you think about it for buying. <>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<> Well-behaved women rarely make history! <>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<> BUYING TIP Buyers must rely heavily on historical sales data, coupled with personal experience and their own intuition about market trends. <>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<> FROM SUBSCRIBERS <>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<> BOOKS ARE FUN We have taken the stance of having our vendors donate a minimum of 25% back to us. We are very strict on this. We have been able to keep some of our old vendors (Jerry's Nuts, jewelry, clothing) but have lost others, such as, Books are Fun. Although Books are Fun has a nice selection, we felt the 10% they were giving us did not even pay for our facilities department to set them up. Stephanie, National Jewish Medical and Research Center BOOK FUNDRAISER I just wanted to say that I sent a letter to the contact address for Black and Decker and I received a call from our local service rep within days. He was very enthusiastic and I expect to book an event this week. I so appreciate having this newsletter as a resource! Carol Herr, United Community Hospital Gift Shop BOOKS ARE FUN I keep seeing negative stuff about Books Are Fun. I just deposited $10,000 from our combined fundraiser with Books Are Fun (3 days) and Bath And Body (3 days) held the week before Christmas. We get 20% from all our outside vendor sales. I did absolutely nothing for this sale! I did not so much as unlock a door to help them. They did everything including provide me with constant sales figures. Some managers are hesitant to do vendor sales because they think it might hurt their "in -store" business. I have found exactly the opposite to be true. We generate hype, excitement, and traffic by having these sales. They do an astounding job for us and we are forever in their debt for all the extra income they provide our Auxiliary. I was told that we get a higher percentage than some places because of the huge volume we do and the large number of employees. Most companies do give a better rate to bigger clients. My Books Are Fun reps are terrific. I have pre-booked at least four more events for the upcoming season. I have my deposit slips ready. That is all I have to do. Sales in the shop for that period were up 30 to 40 percent daily. Over all, for the shop in December, excluding Books and Bath, sales up 45% total. Fundraising is not included in totals. This year, we did a graduated discount on holiday merchandise and actually went to 75% off and still didn't lose money. While 75% sounds extreme, because we buy smart, i.e. Purchasing Power Plus, and we buy at the Atlanta Market to get extra percentage points, free merchandise, and free shipping, so we don't lose much. We mark up according to perceived value so we are able to buy nice items cheaply, mark them up without gouging and then we can deep discount if we need to. We only had a very small amount that went to 75% off but the signs draw customers in and they buy things that are not marked down also. We don't have to carry things over and storage is at a premium. We also get 2% for quick payment of bills. These things all add up. Next year we won't have to open up countless boxes of broken carried over holiday merchandise so the small loss was well justified. We made up for it with our regular priced, higher mark up merchandise. Myke Ondek, Vanderbilt University Medical Center, Auxiliary Gift Shop, Nashville, TN <>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<> JEWELRY I have had tremendous success selling jewelry in my shop-from fashion to sterling and 14k gold. My biggest sellers are sterling silver and fashion-I buy from several vendors, one being Monarch Jewelry, Gallatin, TN, 615-451-3360. My rep comes in on a scheduled basis and replenishes our displays, which is a wonderful timesaver. All pieces of jewelry are pre-priced and all we do is refill the case. My rep also is constantly replacing slow-moving items and keeps our display fresh. Thanks for all the good tips, Cindy. Yvonne Longshore, Gifts from the Heart, Phoebe Putney Hospital, Albany, GA. <>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<> CUSTOMER SERVICE CONCERNS (Regarding Toni D'Alessandro's issue) Cindy is so right! You are NOT alone! This happens in my shop, and other shops in my area, and also, in many departments throughout the Hospital. I think this manager's biggest problem is that she is also a volunteer (as opposed to a paid manager) and she does not have the support of her DVS. If you do not have that support, you will run in to these situations where they don't "need to abide by any rules." That being said, my advice is to try to reschedule and break up the uncooperative ones. Since you are only there 2 days a week, hopefully the other 5 days you will have more devoted volunteers like yourself. A. Delmont CUSTOMER SERVICE CONCERNS I would like to reply to Toni D'Alessandro regarding customer service standards in the gift shop. I am not the manager of the shop but am the coordinator of the volunteers. Whatever the manager wants the volunteers to do I support her. I send out in newsletters or verbally tell the volunteers the expectations. I know that sounds easier said than done but the one thing you have to remember is you will gain more respect from the volunteers that are doing their job in the long run. You cannot run the gift with volunteers that "disobey". You kindly let them know verbally or in a letter that their service is not needed in the gift shop and if they would like to continue volunteering suggest they sit down with you and look for alternative positions within the hospital. Be very nice about it and let them be a part in trying to fix the problem by saying, 'Maybe we should look into placing stools instead of chairs behind the counter if it is a standing issue.' (I'm almost certain if they think you are going to make them sit on a stool they will be more apt to not be caught sitting in a chair and will stand.) Hope this helps! Linda J. Bacon, Volunteer Services Coordinator Major Hospital, Shelbyville, IN <>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<> HIGHER MARKUPS Your two statements 'Buy lines where you can take a higher markup' and 'Don't dabble when buying - buy enough to make a statement' are continually playing in my head as I seek new merchandise for our shop. Can anyone suggest vendors and lines that fit this description? Dianne Devine FROM CINDY Don't dabble. Buy enough pieces in the line to make a good display. Demdaco's Willow Tree comes to mind. A few pieces will not sell as well as making a strong showing with a broad and deep collection of their pieces. This applies to all the lines you buy in. <>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<> VALENTINE CHOCOLATE POPS I enjoyed reading the very creative monthly sales promos from Sue Brandon. Where can I buy Valentine chocolate pops for $.75 to sell for $2.00 as stated in e-newsletter? Dianne Devine <>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<> STAMPS Do you sell stamps in your shop? If so, do you ring them on the register? Are they really sales? Dianne Devine FROM CINDY There should be a separate register key for stamps. Each starting fund should contain a determined number of postage stamps and/or books of stamps. At the end of the shift, the cashier balances out the stamps sold and enters it on the tally sheet. Stamps are like money; they have to be accounted for. Are they considered sales? If there is not a fee added on to the cost of the stamps, they are not a sale because there is no profit. If your shop charges a service fee as many shops do, especially for books of stamps, then there is a profit and should be considered a 'sale'. <>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<> SATHERS CANDY Does anyone know of a Sathers (2/$1.00 or 2/$1.50) candy vendor besides contacting the company? The company wants a 500 pound orders. Dianne Devine <>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<> WHAT TO DO WITH OUTDATED OR DAMAGED MERCHANDISE Old, shop-worn and sometimes damaged merchandise is a problem to get rid of. After numerous sales and discounts, I always have some merchandise leftover. I generally take it off my inventory and give it to another charity for their store and they are delighted to have it. I wondered if there is a problem in giving this merchandise to another 501c group since our bylaws state that our purpose is to advance the welfare of the hospital. What do other hospital gift shops do with their old merchandise? Thanks, Peggy Denver <>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<> VOLUNTEER TRAINING My sympathies to Toni D'Alessandro who has a spineless DVS. I really do understand Toni's frustrations: a previous DVS told me to "live with it because that's just her" when a volunteer loudly proclaimed in a crowded shop that I must have been drinking my lunch when I came in from a windy day with color in my face. Unfortunately, I was not in a financial position at that time to walk out. Happily, I now have DVS who follows Joint Commission standards to the letter. Cindy is, of course, right in saying that a "well-articulated cashier job description" is a must. We orient our volunteers in general hospital policies, we use a checklist in the shop to cover our specific policies and procedures and we have an annual corps meeting to review and introduce hospital and shop requirements. Also, monthly, I send a memo and schedule to all shop volunteers and remind them if it appears things are getting lax (like dusting). If a particular volunteer does not seem to be holding up her responsibilities or is struggling, we have a friendly chat so I can determine if there's a hidden problem and then I address the situation, if necessary. Pat Sojka, Corning Hospital, Corning, NY VOLUNTEER TRAINING To Toni D'Alessandro - I have implemented a 10-10-10 Policy at the Gift Shop. The volunteer will address the customer at least 10 seconds or 10 feet after entering the Gift Shop, then address them again in 10 minutes. We do a yearly retraining and go over every policy. The volunteers must also sign a Gift Shop Service Description, saying that they understand what is expected of them. Pam Koster, Manager, CGH Medical Center Auxiliary Gift Shop, Sterling, IL VOLUNTEERS Most of my volunteers have over 20 years of volunteering. They have things they like to do and do not like to do. Most of them have their own "job" that they have done for years. I am grateful when they walk through the doors. I also have several paid staff. The difference is that I can dictate to the paid staff but not the volunteers. Past being attentive and courteous, it is hard to make demands on people who have been here between 20 and 30 years. The new volunteers are more open to instruction and change. But, I admire these woman who have given thousands of volunteer hours and would rather bite my tongue than hurt their feelings. Dedicated volunteers are at a high premium these days. If they do not like to dust or restock, so what. As long as they are dependable and friendly to the guests, my day is a lot easier. They are my heaven sent angels and I tell they everyday. Ann DiTuillo <>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<> CASH PROBLEM We are encountering a new problem in our gift shop. The hospital cashier was our source for change during the day, but corporate policy has changed and she will no longer do this. We are not happy with this decision since we all work four hour shifts, it's not feasible for us to make a trip to the bank. Our accountant came up with the idea of leaving $120 in the drawer vs. our usual $40, but still the other day we came in on a Monday and found no ones in the drawer. Luckily we both had some with us. Do you or any of your subscribers have any ideas to solve this problem? Pat <>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<> DEPOSITS How do other hospital gift shops handle their deposits? Who is responsible for making the deposits? How often are deposits made? Is security involved in escorting a person to make deposits? Sue Cellini, Gift Shop Coordinator, MidMichigan Medical Center-Midland, Midland, MI 48670 <>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<> MOSHI PILLOWS We looked for a supplier of Moshi pillows at the Dallas Market in January, but were unsuccessful. I noticed in your latest newsletter you recommended the company SNS. What is the full name of the company and their e-mail or phone number? Richa Barnes, Volunteer Co-Manager, Norman Regional Hospital, Norman, OK. <>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<>--<> REPS I had a great rep with Portal Publishing and I carried all their cards. Then they fired all their reps and told me I could use the web site. All of a sudden, I was supposed to figure it all out, what was not selling, etc. I don't have time for that. I fired Portal. I deal with the same rep they fired and get cards from the companies he reps. I am very happy with the personal service, I don't have to worry about anything and my customers like having several card companies to choose from. Pamela at Denver Health Gift Shop, Colorado ====================================================== ====================================================== Promotions / Advertising ====================================================== ====================================================== Direct Fragrances encourages all gift shops to order soon! This is an ideal time to introduce designer gift sets to your employees. CALL 800-800-4208 TODAY ====================================================== BooJee Beads - Beaded ID Necklaces & Badge Reel Jewelry!! Fabulous, Affordable, Breakaway Safe, Great Gift Item- Mention this ad & get free shipping! Call (888) 726- 6533. www.BooJeeBeads.com ====================================================== Direct Magazine and Book Service for Gift Shops -You choose your titles ­ Instant credit for unsold copies - Best discounts - No service charges - McKnight Sales Company, (800) 208-8078, http://www.mscmags.com ====================================================== ====================================================== Cindy Jones Associates, 4554 Cottonwood Dr Ann Arbor, MI 48108 Your resource for hospital gift shop consulting and design. Phone: 734-769-6536 Fax: 734-769-8556 Email: cindy@cindyjonesassociates.com Website: http://www.cindyjonesassociates.com Email: Email Cindy URL: Cindy's Website When making a decision to post a submission, I consider if the posting would be of interest to a large number of our readers. So please don't be offended if I choose not to post your submission. It's not personal! I only include the information you put in your emails to me. I do not include any email addresses unless requested. I take no responsibility for the accuracy of the postings. All contents of the postings are the responsibility of the posting party. I reserve the right to terminate the subscription of anyone at any time. Copyright 2005, Cindy's Hospital Gift Shop E-Newsletter. -- To unsubscribe from: Hospital Gift Shop Managers Bulletin, just follow this link: http://cindyjonesassociates.com/cgi-bin/mojo.cgi?f=u&l=Hospital_Gift_Shop_Managers_Bulletin&e=cindy@cindyjonesassociates.com&p=10213 Click the link, or copy and paste the address into your browser.