Staff Training

  • Customer Experience is Priority: Every customer must feel valued, both in-store and online. Staff should greet all visitors and offer a helpful presence without being intrusive. Excellent service is expected, regardless of the customer's attitude.

  • Dress Code & Brand Representation: Although uniforms are no longer required, staff must wear store stock to reflect the brand. Discount policies for employee purchases are available.

  • Sales & Returns Policy: An item needs to be labelled and in its original packaging (box) for a full refund providing the item is returned within 28 days. A sale item can be returned, but an exchange or gift card will only be offered within a 14 day period.

  • Packaging Expectations: Tissue wrapping is reserved for full-price items. Sale and outdoor items do not receive tissue due to profit margins. Staff must use the correct bag sizes to avoid unnecessary costs.

  • Upselling & Cleaning Products: A new display area for shoe cleaning products will be introduced. Staff should ask—without pressure—if customers would like to purchase a cleaning item.

  • Till Process & Website Integration: Every product sold must be scanned or searched in the till system. Custom sales are only allowed if absolutely necessary and must be logged in the diary with full details (e.g., item code, size). Persistent failure to follow this process may lead to formal warnings or dismissal.

  • Stock & Productivity: When the shop is quiet, staff should stay proactive—cleaning, organising, or double-checking stock levels. New barcoding measures will help track fast-moving products and improve inventory accuracy.

  • Jewellery & Loyalty Scheme: Jess & Lou jewellery must be manually searched using item codes if the barcode fails. Staff should inform customers about the online loyalty scheme in a casual, non-pushy way by placing information in their bags.

  • End-of-Day Protocols: Staff must remain available to serve customers until closing, even if it requires overtime. Cashing up must be done only after the store is fully closed to protect against theft.

  • Final Message: The team has adapted well to recent changes, and by staying consistent and united, the business aims to continue growing as a top-tier independent retailer.