Back to Basics

Here is the mythical back to basics document.

1. When taking an order always discuss price, freight, delivery and accessories.

2. Demand (PRACTICE IT).

3. Do not ship direct. (Never expose your customer to your vendor)

4. Pull all manufacturers tags and cut off labels off of boxes. (Never expose your vendor to your customer)

5. Tag all deliveries with complete information. Manila tag filled out with customer name, PO number, quantity, description, sales order number and 1 of 2, 2 of 2 ECT.

6. When you answer the phone give your company name, your name and always get their name before you put them on hold.

7. Teach (STAMP) Size, Temperature, Application, Media and Pressure.

8. When signing for freight make sure you are signing for what you are getting; the right number of packages; that none of the packages are damaged. If they are, make notations on the freight bill.

9. When checking an item in, make sure the size, description, and quantity match the packing slip. If you are unfamiliar with the item you cannot check it in. You must get someone who is familiar with that item to check it in.

10. Avoid giving the customer to much information on an item. Make most of your comments internal. Put minimal amount of information on the packing slip.

11. Avoid working with factory people unless it helps you.

12. Salesman out at 8:00am back at 5:00. The only business day that a salesman should not be    making calls is if he (she) is on vacation. Never pull a salesman off the road.

13. The customer is always right. (Never burn bridges)

14. All employees will speak to every customer they come in contact with.

15. Be at the counter before the counter customer reaches it. Greet them with eagerness.

16. Make sure the shop board is clean before anyone goes home.

17. Document all information pertaining to a quote on the bottom or back. Factory name, phone number, person who you spoke to, cost, delivery information, ECT…

18. Every time you talk to a vendor or a customer over the phone document time, date, name, and details of the pertinent information.

19. Dress code. Look professional. Outside salesman no jeans. Inside no tee shirts.

20. Always call a customer back at the end of the day if you do not have him an answer yet.

21. Call after you place an order for a next day air shipment before the vendor closes, to make sure it went. Get air bill number.

22. Everybody shares responsibility. If you touched or know about it you are responsible.

23. Keep your company car clean, neat and organized. It is a reflection of you and our company.

24. Be polite and helpful when talking to a customer. Have good manners.

25. Follow up with a customer even if you can’t help them.

26. Thank every customer for the order and their business.

27. If you make promises. Keep them!

28. When an outside salesman quotes something, put a copy in C & Q.

29. Follow up on all quotes and orders.

30. All shop orders must be double checked, initialed, and dated.

31. Delivery drivers should date all deliveries and reprint illegible signatures.

32.A professional place of business never allows the use of profanity by its employees.

33. The phone should be answered by the third ring.

34. Never leave the front office unattended, if you do step out and there is only one employee left in the office, let them know you are exiting.

35. Never leave anyone on hold for more than 30 seconds.

36. In your steno pad, cost is always on the left hand side of the page and selling is on the right.

37. Always shred sensitive information; never just throw it in the trash.

38. Never leave quotes and/or PO’s laying around for prying eyes to see.

39. After you fill an order, return and retag any inventory that was pulled and is to be returned to inventory.

40.  When sending a fax always include who it’s from, who it is being sent to, an explanation of the fax, and a return fax and phone number.