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Policies and Procedures Manual

2014

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Table of ContentsOpening checklist pg. 3

Logging On & Punching In pg.4Quickcash Sales pg.5

Step by Step Order Taking pg. 7Payment pg. 9-Emailing Receipt

COD Orders pg. 10Future COD Orders pg. 12Paying on Account pg.13

Sales Script pg. 14Pick Up Procedure pg. 16

Finding an order in Visual Ticket pg. 17Editing an Order pg. 19Delivery Policies pg. 20

Delivery Tracking pg. 21Processing Flowers pg.22

Plants pg. 25Wire Outs pg. 26Funerals pg. 30

Wedding Consults pg. 32Pricing Product pg. 33

Closing Checklist Pg. 34Light Map pg. 35

Closing Registers pg. 36Gift Cards pg. 39

Silk Flower Arrangements pg. 40

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Opening Checklist

Turn on all light switches and power strips. Lamps and power strips move

periodically, make sure you look around each room to see if something is

not on.

Check Voicemail on phone- press line 1 and then hit the message button.

Return any calls that need attention.

Log into visual ticket on the server computer (Office Computer) and then

launch visual ticket on all other computers.

Pull the cash trays from the back office file cabinet and put into correct

register. Count money, there should be $130.00 in both drawers.

Unlock and flip open sign over at 8:30 am on weekdays and 9:30 pm on

Saturday.

Turn on stereo and make sure music is playing. Open chrome on the right

computer and music should play automatically.

Pull all the order tickets out and look through the days orders- some

might be AM’s or need to get out ASAP. Make sure the driver knows of

any time specific deliveries.

Checks the Humidifier- fill if necessary. **USE Reverse Osmosis water

ONLY**

Sweep front entry and vacuum, if necessary.

Turn on the computer in the wedding room, log on and make sure you see

the desktop. - This allows a slideshow of our weddings to play.

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Logging onto Visual Ticket

Punching In & Out

Use the Drop Down menu to find your initials.

Type in your password

Hit “ok “or enter

Click on the “Punch In” button Use the drop down menu to find

your initials. Type in your password. If you put in the right password the

window will now look like this. Punch In/Out by clicking on the

button.o If it says “Punch In” and you

are leaving (punching out)- That means you did not correctly punch in.

o The bottom button should always correspond with your action

On the main punch in window above it will always say punch in. it only matters if it’s in the actual punch in/out window

TO LOG OUT

HIT Ctrl and L

ALWAYS LOG OUT!!!!!

This will ensure that you get credit for bonuses and that

you don’t get blamed for someone else’s mistake.

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Quickcash Sales

Quickcash is how we ring up customers who are shopping in the store and taking their purchases home with them. We aren’t delivering or making something for another day, and they are not being billed (house accounts). This requires no customer information.

Start by logging in.

Then go to file, “Quickcash w/New Order”.

This is what you will see

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Once you have completed ringing them up hit the payment button.

See page 9 for step by step payment instructions.

***Use the TAB key to move through fields, it will highlight the entire field. IF you do not use the TAB key be sure to double click in the field to enter price correctly.

Start typing in what they are buying. Make sure that the “keyword” bubble is filled in.

Highlight what they are buying, example above is arrangement.

Then hit done. Fill in Quantity.

Fill in Price with decimal point added.

If they are buying more than one item click on “line item menu” and click on “add item”. This is also how you remove an item

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Step By Step Order Taking: Log in.

o Go To File- Click ‘Add a New Order’

Always start the order by getting customer information

If new customer2. Ask for phone #, area code first.

You must get the number first, if you skip to any section it will lock the number as 0000000000

1. If they are a returning customer search for them by; last name, account number (phone #), or company name

*If returning customer- glance at this information. It tells you what they spent last time and what they average in a year.

*Glance at the notes/ memos section. Sometimes there will be information to help with your sale. Also, after you have finished the order going back and putting feedback in the memo section will help you in the future.

This is what you willThis is what you will seesee

3. Always ask for an e-mail address and fill it in here. Use a comma to add multiple emails.

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o “Is this order for delivery or pick up?” -Select the proper item from the pull down menu.

Work Right to Left

1. First, get recipient information.

2. Always get a phone number- especially if it is out of town.

***Look up delivery rates for addresses you don’t know. (Change delivery price if you need to)***

3. Then, get the card message. The card message is very important- it will tell you what would be appropriate to send.

*Check spelling, capitalization, punctuation and grammar

4. Finally, talk flowers. Make a suggestion based on what the card says. You might have to make a couple suggestions until they hear what they want. Refer to the script.

5. Confirm what day they need it sent and use the time drop down menu if it is for a specific time.

6. When you print out the order highlight any delivery specifications

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PAYMENT

Click payment button Cash- enter amount tendered into cash field, it will calculate the correct change.

Count the change out loud back to the customer. Check- Click the #2 and enter the amount and the check number. Make sure to

write their driver’s license number and expiration date on the check.o We do not accept out of state checks

Credit Card- Click the #4. The credit card box will open. (pictured above) Click NOW. Choose the correct option from the drop down menu.

Credit cards get swiped on the keyboard. Debit and gift cards get swiped on the epad.

Billed- for house accounts and trusted customers only. If they aren’t set up to be billed the ‘3’ will be grayed out. Pictured above.

**You cannot bill on a quickcash order. ***After payment is complete hit accept and thank the customer, use their name.

Click Submit, LOG OFF (Ctrl + L), and collect the work ticket from the printer. Highlight important information, like AM Delivery. If you took a specific order pull any flowers needed from cooler and mark sold with the customer name and the date it is due. Either give the ticket to a designer or put in correct day bin on the wall in the office. not applicable to quickcash sales

Emailing a receipt

To e-mail a receipt check the ‘email it’ box in the payment window and then click on the receipt button right bellow it.

***Make sure you have their email in their customer profile. (pg 7)

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COD ORDERS

COD orders are only acceptable for pickups that are vase or wrapped arrangements.

Boutonnieres, corsages, anything that we can’t take apart and use again cannot be COD. COD orders are only appropriate if the customer is coming in THAT DAY.

Otherwise they need to be billed . (See Next section) ALSO, Valentine’s Day & Mother’s Day we DO NOT accept COD orders. We are too busy.

Start the order like any other, getting customer information. In the drop down menu select “pick up”

Continue the order as usual, follow the sales script.

Click yes and print a hardcopy- this is what you will give the designers to work off of.

Click on #2, then in the check # bock type COD- it must be in all caps or it will not work.

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Yes. Clear print request. This will stop a ticket from printing when they come in and pay

This is what the order will look like when you are done.

Close the ticket and log out.

When the customer comes, pull the order up through the browser window and go back into payment.

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Future COD OrdersThat is to say, Orders that will be paid for when they are picked up but are not for the same

business day as they ordered. When this happens you have to ‘Bill’ the customer. To Start, gather customer information and take the order as you would for any pick up order. After you have finished up with the customer- before you go into payment- you will follow these steps.

5. Click Save and then Exit on the customers profile.

Now Go to Payment and Click the 3 for the ‘Billed’ Line.

Submit the Order.

ON THE ORDER WRITE AND HIGHLIGHT THAT IT NEEDS TO BE PAID FOR ON ACCOUNT

1. Go back into the customers’ profile

2. Click on ‘Setup’

3. Put a $1.00 Credit limit in the credit limit line

4. Then Click ‘Exit’

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Paying on Account

To apply a payment to an account you first go to ‘Administration’, then Use the drop down menu to select ‘Customers’.

Use the Search button in the upper left hand corner of the pop up window to search for the customer.

Next Click on the ‘Payment’ Button

Then, just like any other payment, you will select which tender they are using.

To Run a Credit Card, Press ‘Obtain Approval’ after selecting credit on the right hand side.

***A Customer Copy of a Receipt will not print unless you press the receipt button. If you forget to do this, there is no way to go back in and print another receipt

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Everyday Sales Scripts

Answer the phone by the third ring.

“ April’s Garden this is ________, How may I Help you?”

REMEMBER FOCUS- Color, size, placement, and container. Try to avoid talking about specific flowers and ask the customer questions about

“Would you like to hear our specials?”

Birthday/ Celebrations

“Our most popular design for (a Birthday, store opening, new job…) is our April’s Signature style, which is tall and one sided and is filled with a lovely assortment of bright and colorful, seasonal flowers. This cheerful arrangement is perfect for home or the office and runs for $89”-

“Will that work for you?” pause

“We also have a fabulous bouquet that is filled with a variety of higher end blooms. They will love this and it will really show them how special the occasion really is. This premium design is $109- how does this sound?”

“Our classic (birthday/celebration) arrangement is our standard bouquet with a selection of flowers in bright colors to enhance the celebration. Simple and beautiful, our classic bouquet is $69”

Anniversary/ Romance

“Our most popular design to celebrate an anniversary is a combination of flowers in romantic jewel tones, reds, hot pinks, fuchsias and purples. It is stylish, beautiful and $89- How does that sound?”

“We also have a STUNNING bouquet that is sure to knock their socks off! A beautiful vase filled with premium blooms in an elegant design. It is truly lovely and this spectacular design is $149- how does that sound?”

"Our classic anniversary arrangement is beautiful and simple, it includes a variety of flowers including a few roses. Our classic anniversary design is $69- how does that sound?”

Roses

IF a customer specifically asks for roses try this….

“We have a beautiful classic dozen arranged in a vase with complimentary accent flowers, it runs $89, how does that sound?”

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“Our premium dozen is taken to the next level of beauty with the addition of higher end accent flowers such as orchids and premium greens. This spectacular dozen runs $109- how does that sound?”

Baby

“Our most popular design to celebrate a birth of a new little one comes in a novelty container filled with blooms in pinks or blues with accent flowers and colors. It comes with a cute ribbon and runs $89- how does that sound?”

“We also have a beautiful larger vase filled with premium flowers in soft pastels or vibrant colors and is accented with delicate touches. It really makes a statement of celebration and runs $109- how does that sound?”

“Our classic design to celebrate a baby’s birth is perfect for the bedside table at the hospital or at home. It runs $69”

Tropical mix- 149

Seasonal April’s Signature- 89

Perfect Pair, roses and lilies- 89 for half dozen, 109 for full dozen

All Lilies- 69

Hand tied, short cut dozen roses- 69

Proper descriptive words

Instead of small: Petite, Classic or Cute

Instead of medium: Popular or Deluxe

Instead of large: Premium, “Knock their socks off”

Instead of nice: Lush, gorgeous…

Be Creative

Add on Items

After you take their initial order, before telling them their total you should ask them about sending a special something (avoid saying add on)a long with the flowers.

“Would you like to send a long: a special birthday treat, an extra token of love, something to make that smile extra big….?”

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Pick up Procedure

When a designer is done with a pick up order;

Write the name on the order on the cooler door. o Indicate whether it is paid for or if it is a

COD.o Also make note of the date of pick up

Then the order is to be put on the table next to the cooler door.

o If it is a pick up for the next day and it is an arrangement it should be put into the cooler.

The ticket should be attached to the completed order

When the customer comes to pick up their order;

First look on the side table for the order If it isn’t there look in the cooler

Look over the ticket and make sure they are getting what they ordered, also check to see if they need to pay or not.

This should be indicated on the ticket AND on the door

Put their arr. In a vase box with care instructions and flower food.

Offer to help them to the car or get the front door for them

Erase their name from the door and put the ticket from the order in the “today’s orders” box

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FINDING AN ORDERImportant for people with COD orders or if someone has a question about an order

Log in. Go to File “Open Order

Pad”

1. Click on “Browser”

2. Click “Search”

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Either way you search, highlight (by clicking on) the order you want to see. Clock on the ‘Done’ button

Once you have hit ‘Done’ the search window will close and the order you selected will be highlighted (note that only the date is highlighted, that is enough)

Click on the ‘Go To’ button and the order will load in the background. Then click ‘Done’ to close the browser window.

LOG OFF WHEN DONE

SEARCHING BY SENDER’S LAST NAME

SEARCHING BY RECIPIENT’S NAME

-Either first or last name

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Editing an Order If it is the same day the order was taken edits are very simple.

Click on the little arrow button to un-submit.

Make any edits you need to- changing delivery date, changing address, changing card…. If you change the card or if the order is completely different you will need to print out the

ticket again. To re-print check the ‘Work Ticket Print Request’

If it is only changing the delivery date there is no need to reprint, just make sure to note it on the ticket. Also if you DO print out another ticket make sure that the other ticket is ripped up and used as scrap

paper- no duplicate orders.

ONCE DONE ALWAYS HIT SUBMIT AND LOG OFF!!!!!

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DELIVERY POLICIES

Always get as much information as possible when taking an order o Home phone AND cell phone- even if in town.o Is there a gate code?o Can we leave it on a covered porch?o Do you know what time they will be home/at work?

Read the address and the phone number back to the sender We must get phone numbers for all out of town deliveries.

Always read back the phone number Always check the delivery book and ask questions.

o There are multiple “Oak Drive”. Ask the sender which one? Rafter J? Bayfield? In

Durango? ALWAYS NOTE WHICH ONE.

When taking an order for Mercy Hospital always ask if the sender knows what room the recipient is in. It’s ok if they don’t know, but it makes the delivery go faster if we know.

We are happy to pick up; chocolates, gift certificates, wine, gifts found at other stores and deliver them WITH our flowers.

o They sender must call and pay for whatever gift we are picking up.

o We charge an additional delivery fee of $10.95 for every stop. In town only.

When taking an order for a business always get all the details Suite numbers, floor numbers, business name

Double check the delivery date and if it needs to be delivered at a specific time

Highlight any unexpected information on the work ticket

Any extra information that is important for the drive should be written here.

Highlight any information on the work ticket.

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Delivery Tracking

Delivery Tracking is a feature on visual ticket that allows us to look at deliveries for any given day. It is important to check the delivery tracking and understand how the day is

shaping up.

This is how you check deliveries.

Log in.

Find “Operations” on the tool bar, click on that and go down to “Delivery Tracking”

This is how many deliveries are left

See how this is highlighted? That means it has a specific

delivery time

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Processing Flowers

First and foremost- if ever unsure about what to do just ask. It is better to ask and do it right then to guess and hurt the flowers.

o BEFORE THE FLOWERS ARRIVEo Prepare a variety of tall and short buckets. Do this by first filling empty

pitchers with plain water. Pour one scoop of powder flower food into each bucket and pour the plain water into the bucket. ***Some flowers require a different bucket, food or pouring method. The next page will go into further detail about those flowers.

o It is very helpful to keep any available pitcher filled with plain water, continually filling them as you use them helps processing go a lot faster.

o Clear off the processing table, you want as much space as possible.o If you know tropicals or hydrangea are coming fill the left side of the sink

with tepid water. Make sure the sink has all debris cleared out. o KNOWING YOUR FLOWER FOOD

o White, powdered food is found under the processing table. One scoop/ 1 oz of food to 1 gallon of water.

o HydraPLUS is for Orchids, Hydrangea and Roses. 1 oz to 1 gallon of water. o HydraQUICK is “Quick Dip”. It is primarily used by designers, but some

flowers require you to dip the stems in quick dip before putting it in a bucket or vase.

Only pour a couple tablespoons (eyeball it) into a small cup or vase.o AquaPLUS is “vase” flower food. Two pumps per galloon

o BUCKETSo Tall and short black buckets are used for the majority of product. When

using, cleaning and stacking buckets NEVER stack the two sizes together. Always keep them separate.

o Tall Fluted buckets are for lilies and lilies only.o Short Fluted buckets are excellent for short product, like tulips.o Proconos are the rectangular buckets, good for hydrangea and greens.o There are other miscellaneous buckets, sometimes flowers come in weird

amounts or shapes, use discretion and pick the right bucket based on the length of the stem. NEVER CUT A FLOWER TO FIT A BUCKET, ALWAYS FIND A BUCKET THAT FITS THE FLOWER.

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o WHEN PROCESSING The bloom of the flower should never be in the bucket, if the blooms

are below the top of the bucket find a shorter bucket. IF the stems have leaves low enough on the stem to be in the water,

those leaves should be stripped off. Example being a snap dragon. RULE OF THUMB; IF YOU CAN’T FIT YOUR FIST BETWEEN THE

BUCKET AND THE PRODUCT, IT IS TOO CROWDED.o The majority of flowers will receive the simple “chop and drop” treatment.

Cut off the plastic, clean any lower leaves off, chop about an inch off of the bottom and then drop into a prepared bucket. However, the following flowers need special treatment…

o Lilies - tall fluted buckets, 1 ½ gallons of water. Chop & drop. Limit 2-3 bunches per bucket, depending on size. (Asiatic lilies are more likely to be able to hold three bunches)

o Roses - 5 Gallon buckets, two gallons of water and 2 oz. of HydraPlus.o Take off plastic, cut off rubber bands, LEAVE THE CARDBOARD/PLASTIC

PROTECTIVE WRAP ON. Chop & Drop. 2-3 bunches per bucket.o Gerbera Daisy- Prepare black buckets with plain water and a few drops of

bleach. Each gerber gets a green straw and a hand cut. Do not use clippers, only a knife. Do not over crowd them, use multiple buckets if need be.

o Orchids- Fill the left sink with tepid water- a little over half way with water. Cut off plastic and rubber bands. Place in sink to soak. If there are a lot of orchids it may take a few rounds- do not force all into the sink if there is more than 4. Soak for 15-30 mins. Prepare VASES with HydraPlus. Mix 1oz. of hydraplus into a gallon of water (pour food into pitcher), then fill glass vases with the food. Give each orchid a hand cut with a knife and quick dip them.

o Cymbidium and Oncidium orchids do not get soaked, they do get hand cut and quick dipped.

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o Other Tropicals- soak the heads for 15-30 minutes. Chop and drop into the appropriately sized bucket. Food is optional.

o ANTHERIUMS do not soak, they do get a hand cut and put into a vase.o Birds of paradise do not soak and can be chopped and dropped. o All types of protea do not soak and get chopped and dropped. These are

the only tropical kept IN the coolero ALL TROPICALS stay out of the cooler.

o Hydrangea- The heads of the hydrangea soak like the tropicals- however they soak longer, 30-45 minutes. Prepare a procono (square bucket) with warm water and hydraplus- 3 gallons of water and 3 oz. of food. Chop & Drop the hydrangeas. YOU MUST WAIT FOR THEM TO DRY BEFORE PUTTING INTO COOLER. They will turn brown if they go into the cooler soaking wet.

o Ranunculus, poppies, scabiosa and other delicate flowers- They get a hand cut and put into vases with flower food.

o Tulips- leave the plastic wrap around them. Chop and drop into plain water. Make sure to use shorter, wider buckets.

o Hyacinths/ flowers with bulbs still attached- do not chop or cut bulb flowers. Put them into a vase.

o Calla Lilies: Fill bucket with only a few inches of food water, chop and drop. Make sure to measure out the food in the pitcher before pouring into the bucket.

o Greens: Chop & Drop into plane water, in the appropriately sized bucket. If there is more than three bunches use a procono.

AGAIN, if ever unsure about what to do just ask. It is better to ask and do it right then to guess and hurt the

flowers.

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Plants

Basic Prices;o 4”- $15.00o 6”- $30.00o 10”-$45.00

These prices reflect basic plants, blooming or green, that are in a quick wrap container. If the plant is in an actual container (One from our stock that we put it into), has a bow, gets decorated in any way- the price will increase.

o Every day the plants need attention Check if they need to be watered, put your finger into

the soil to check. Most plants don’t like to sit in water so try not to over water- a good way to double check yourself is to look through the plants AGAIN after you have watered/checked all plants. If it is sitting in a lot of water bring it to the back and dump out the extra water. On the other hand letting plants dry out too much will cause them to wilt and gives bugs the chance to make a new home. (succulents can dry out much more between watering)

Always look over all the plants, trim off any dried or brown leaves and clean up dead blooms. If a plant is looking unhappy bring it back to the work room.

Orchids get heavily misted with a spray bottle every other day.

The air plants need to be soaked in a bucket of water twice a week.

The plant area gets dirty quick, make sure to sweep, wipe, or vacuum as needed.

Price tags fall and get knocked off frequently; make sure all plants are properly priced. If the Price Tag is gross, replace it. Price tags on plants get water logged all the time, it is ok to throw away bad price tags.

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WIRE OUTS

Step 1- Talking to the Customer

Wire out order is when we send an order to another flower shop in another city, state, country…

Start by letting the customer know that we don’t know what another shop has in stock, and that we will do our best to get what they want to the recipient. Keeping it broad and general helps with success. Colors, shape, feeling- these are descriptions we can work with. If they have something specific in mind, make sure to get a second choice for the receiving florist to work off of.

Also make sure they know that there will be a $10.00 service fee added on top of delivery and flowers. It’s a real bummer when you have spent so much time with a customer trying to get all the details right- and then you ask for payment and they are shocked and cancel the order.

If they seem really picky and/or don’t want to pay so much- give them the option of looking up a florist in the zip code they are sending to. That way they can call the florist themselves and get exactly what they want.

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Step 2- Wiring out the order

Start the order like any other, getting customer information. Then go to the drop down menu and choose ‘wire-out’.

Take order as usual, getting the recipient information, including phone number. Card message and order details.

Take their payment and send them on their merry way.o After we have received payment we start the ‘wire out process’….

On the item line there are folders- ‘prep’, ‘card’, and ‘delivery’. And when doing a wire out there is a folder that says ‘Wire’.

Click on the ‘wire’ folder. A window will pop up.

Continued on Next Page

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Click on the ‘DIRECTORY’ button. Things can get tricky here so take it one step at a time.

*it is possible that when you hit directory a window will pop up that says “the tel directory does not contain a matching shop”

Hit OK.

Then another window will pop up asking if you would like to change the directory city. HIT NO. It will take you to the city you were originally searching for.

***This happens because- for some reason- there isn’t a zip code associated with some cities. And the computer gets confused

Continued on next page…..

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o The correct city should be highlighted in green. If it is a shop we have used before and have had good results with, it will be highlighted in yellow. If it is a shop we have had trouble with it will be highlighted in red.

o If there is a preferred shop (yellow) choose that one. If not, go through the choices in green and choose one. Generally pick the one with the highest minimum.

o Highlight the florist you want to use, hit accept, hit accept again on the next window. And then hit save (if it is visible). There will not be a submit button until the wire out has been accepted by the other florist. So close the order and keep an eye on the printer.

o The printer will eventually shoot out a dove order sheet; this does not mean they have accepted it. It means they have received the order. If they refuse it, another sheet will print out with a reason.

You must either find another florist- going back to the order in visual ticket and re-clicking on the wire folder or find another florist- or tweeking the order so that it works for them. I.E. they need more money or another option- this step may require calling the sender.

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FUNERAL PRICE SHEET*all prices subjective to what flowers are used

Funeral arrangement (in a vase): Standard- $69-$89 Most popular-- $89-$109 Large deluxe tribute- $159-$259

Standing Easel Spray:Small- $109-$129Standard- $169-$199Deluxe- $249-$300

Casket Spray:Small- $199- Standard- $275½ casket- $350Full Casket- $700

Cross: Small, Moss and Flowers- $125Small, with all flowers- $250Standard, Moss and Flowers- $150Standard, with all Flowers- $300Deluxe, Moss and Flowers- $200Deluxe, with all Flowers- $350

Wreath:Small, with moss and few flowers- $175Small, with all Flowers- $275Standard, with moss and few flowers- $325Standard, with all flowers- $325Deluxe, with moss and few flowers- $475Deluxe, with all flowers- $575

Heart:Open, with moss and a few flowers (small) - $150Open, with all flowers (medium) $250Open, with all flowers (deluxe) - $350Solid, with moss and few flowers (small) - $300Solid, with moss and few flowers (standard) - $450Solid, with moss and few flowers (deluxe) - $550

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Funeral Fact Checking

Get as much information from the first sender as possible; name, first and last spelled, times,

churches….

After the first order, check durangoherald.com obituary section for more info.

Call Hood Mortuary (speed dial), and ask for all/ any info they have for the deceased, including

name spelling. Also if hood is involved ask when they would like the flowers dropped off.

*make sure to get the name of the person you are talking to.

If hood is not involved, call the church where the service is being held. Ask them the same

questions you would ask hood. *make sure to get the name of the person you are talking to.

Funeral Dry Erase Board

Once you get all the facts for the funeral, go to the funeral dry erase board and write out all

the information. That way when other people call to order flowers we already have all the

information we need.

It also helps the drivers, designers and the people ordering flowers know what is in store for

that week. Some funerals become as big as weddings and require extra time and care.

Pulling flowers

If someone orders something specific and we are not special ordering flowers it is YOUR

responsibility to pull and mark the flowers from what we have in stock. If you aren’t sure how

much or what to pull, ask.

Wedding Consult Scheduling

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Congratulate them on their upcoming wedding Check our availability on the bride’s wedding date.

o Weddings are marked with tally marks on the large calendar in the office.

o General rule of thumb, only 4 weddings per weekend. However there are exceptions. Ask Natalie or Amy if we can fit another in.

Usually we can, especially if they only need a bouquet and a boutonniere.

Get Bride’s Infoo Name:o Address, at least a hometown:o Phone number: (Read it back to them)o Email:

Ask The bride if she is on pinterest- get username Ask bride to give you an idea of the size of her wedding. Just bouquet and

wearable’s, or full blown event with centerpieces and so on… Check events in google calander and make event in google calendar for the

consult. Put all of your notes on the wedding in the event info on google. (aprilsgardendurango@gmail.com, password: longsight)

Make sure there are at least 2 people on the schedule when you’ve scheduled the consultation!*****Avoid scheduling consults between 5-6 on weekdays and on Saturdays. You must talk to Natalie or Amy if that is the only option and get their approval. ******NO CONSULTS ON FRIDAYS DURING THE SUMMER WEDDING SEASON********

Our pinterest account is April’s Garden and our user name is April’s Brides

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Checking in new Product

Always check in new inventory against the invoice and let a manager know if we are missing anything that is shown on the invoice. Report damaged product by writing it on the invoice and alerting a manager.

Pricing Product

When pricing product always use the price tag gun and place price tags on the back or bottom of a product. Never put price tags on the front or top of a box or product.

Merchandise should be priced with a 2.5x markup, rounded to .50 or .95

Flowers should be priced with a 3.5x markup, rounded to the nearest dollar.

Plants should be priced with a 3x mark up, rounded to the next $5 or $10 – if it is put in a container add container price on top.

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Closing Checklist

Lock Front Door Double Check that Front Door is Locked Flip Open/Close sign- (The Electric Open Signs are on

Timers) Turn Off Lights

o See Map on Next Pageo Also note that the store gets rearranged frequently,

lamps and the like get moved around. If it does not have an energy saving bulb in it, it needs to be turned off

Turn off Pandora and Stereo Close Down The Registers and perform the Server

Shutdown(details on page 34-36) If the Sign Board is out, bring it in In the summer/ When it is > 75 degrees- Open the floor

windows in the front room, work room, and kitchen Sweep front entry and vacuum, if necessary. Checks the Humidifier- fill if necessary. **USE Reverse

Osmosis water ONLY** Lock the Back Door when you leave

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1. Front Wall Switch- Lower left switch only

2. Power Switch Under Jewelry Case

3. Wall Switch4. Power Strip Under Table5. Wall Switch6. Unplug Chandelier, behind card

rack7. Wall Switch8. Wall Switch9. Front Closet Wall Switch10. Wrap Room Wall Switch11. Work Room Wall Switch #112. Work Room Wall Switch #213. Office Wall Switch14. Cooler Wall Switch15. Kitchen Wall Switch16. Delivery Wall Switch17. Back Office Wall Switch18. Turn off Hallway Lights & Turn on

Back Door Light19. Switch in Display Cooler

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End of Day Z-out Closing Instructions

This First Part is for Station 4 (the right one)

1. Go to Administration, drag down to Balance Utility

2. In the upper right hand corner you will click “Station 4:All Sessions”

3. Then Click Update, Right Below

4. Now you will “Count Cash”- a new window will pop up, hit Yes, Clear Cash Count File. And then count all money in drawer. You only need to put in quantities of money, not the monetary amount

5. We always leave 130.00 in the drawer. So if it is over that amount we need to take money out.

This is where you type in the amount you are taking out.

If you put in the right amount this should read 130.00

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For Station 3 (the Left one)- Do not change any of the radio buttons in the upper right hand corner. Instead you will click on the 1 button next to GL Transactions & check the Include box at the end of the line.

-Now Click Update Repeat Steps 4 & 5 from previous page

On this computer we clear out the checks and credit cards. You just need to fill in the boxes so they zero out at the bottom

Just copy the amount in the brown box into the green boxes.

*Remember to count the checks and make sure the amount in the check column matches the amount we have in checks

If done correctly it should read 0.00 at the bottom of Checks & C_Cards columns

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Once you have completed all those steps it is time for the “Z” Report.

Click on the Z Report Button

Click Save/Exit and close down visual ticket on all computers excluding the one in the main office.

Wrap The Z Report around the day’s receipts and work tickets, staple them together and out at the back of the pile in the daily ticket box in the back office.

Server Shutdown

Go to visual ticket on the computer in the main office.

Go to file, SERVER SHUTDOWN.

After Server Shutdown is complete, re-launch Visual Ticket and Punch Out.

Use the Pull Down menu to select 8.

Then Click on “Z” Report

Print the “Z” Report.

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Gift Card SalesTo LOAD a gift card:

Use Carry type of line item sale and type in Gift Card in the Keyword field. Click the “Status” button at the end of the line. There you will see where you can enter an amount to load the Gift Card. The Inventory item “GIFTCRD” is automatically selected.

It will then prompt you to swipe the gift card on the keypad to load the amount.

Place the gift card in an envelope and give to the customer.

To CHARGE sale on gift card/redeem gift card:

To redeem gift cards, you MUST do an Account Sale i.e. set-up an account for the customer if they don’t have one already. Set-up includes the customer’s name, phone and address. You cannot do a “Quickcash Sale” for gift cards.

Enter the amount of the purchase in the Credit Card field: Hit NOW and then use the TranSentry Menu to select “Pre-paid/Gift” instead of credit card and use the swiper to run the gift card.

If the customer is going to pay the remaining balance with a credit card – go into their account and do a payment on account for the remaining balance and “bill” them on the order.

To CHECK BALANCE on gift card:

To find the amount remaining on a card, go to the website on the back of the card and enter the Card number to get the amount remaining and charge that amount to the card. Open the order pad to new sale: enter

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Silk Flower Arrangements

Most times we CANNOT do a silk arrangement the day it is ordered. Only a few designers are able to do silk arrangements- so check the schedule and ask a

manager for help with that.

Customers pay for silk arrangements after they are made- to help them get an idea of how much it will cost the equation is: $50 an hour plus materials.

Silk arrangements are more expensive than fresh ones.

Also, we do not get new silks in very often. So what we have is what we have.