Employee Handbook Updated 9/2014 1
Table of Contents Vision and Goals --- 3 The Fit Process --- 4 Locations and Hours --- 5 Policies --- 6 o Returns Discounts --- 7 Arch Type --- 8 Ankle/Gait Type --- 9 Overview of Shoes --- 11 Shoe Anatomy -- 12 Customer Checklist --- 13 Things to Consider when working with a customer 14 Secondary Shoes -- 14 Shoe Width -- 15 Common Issues and Ailments -- 15 Daily Procedures -- 19 Gift Certificates -- 19 Packages arriving at store -- 20 RA -- 20 Changing prices in computer -- 21 Deleting items in computer -- 22 Regular Store Tasks --23 Credit Card Machine -- 24 2
Vision and Goals Our Vision at Run Away Shoes is to be the leading running and walking specialty running store in the Fox Valley by providing a friendly environment, superior customer assistance, and expert service. Our Goal is to help runners and walkers of diverse abilities and skill levels enjoy the incredible benefits of an active lifestyle. Every employee at Run Away Shoes has a passion for running that stems from their history with the sport. With a combined forty years of shoe selling experience, we understand the unique perspective that runners and walkers have when it comes to buying a new pair of shoes. The process starts as soon as you walk in the door, and continues after you have left throughout the trial period. 3
The Fit Process We re Different. What sets us apart from other shoe retailers is our personalized service. We are educated in basic biomechanics and are trained to match what we see happening with a customer s arches and ankles to the right type of shoe. Our employees are educated about the specifications of each model of shoes we carry. As with many other companies, shoe companies are also continuously striving to improve and evolve their products. Our employees are constantly being educated about the latest technological improvements. Ultimately, our goal is to provide customers with a shoe that can give them the correct support and cushioning for their individual needs. How It s Done. We use methods of gait analysis, studying wear patterns of old shoes and interviewing the customer on past injuries or chronic aches & pains to find the right shoe for each individual customer. Our gait analysis is simple, yet can tell us so much about an individual s needs, and it is of no extra charge. We have the customer remove his or her shoes and roll up their pant legs enough to see their ankles. The customer then simply walks back and forth across the store while we take note of their arch height, ankle position, and how they work together as the customer walks. Informed. Our goal is for the customer to understand their needs. We do our best to explain to the customer what we saw, what shoe models we think are best for them, and why we chose those models. The Right Fit. We select models of shoes specific to the needs of our customers. The customer then tests out each of the various models. For the customer who is looking at a shoe for the purpose of running, we encourage them to go for a run outside around our building providing the customer with a more accurate feeling of what they will experience when they are exercising. After narrowing the shoes down through the process of elimination, our goal is to find the shoe that is truly best for them. Our Guarantee. When a customer is confident in a pair of shoes, we recommend that they try the shoes out at home for a trial period to be sure they are the correct shoes for them. Being runners ourselves, we understand that a new pair of shoes may feel different in the store than it does out on the roads. Our guarantee is that if you are not happy with your running shoes, bring them back to the store. We will work with you to find a different pair of shoes with similar characteristics that will work for you. 4
Our Locations Oshkosh Appleton Green Bay 520 S. Koeller St. W3192 County KK 2901 Ramada Way Oshkosh, WI 54904 Appleton, WI 54915 Green Bay, WI 54304 (920) 203-7463 (920) 955-746 (920) 884-2989 oshkosh@runawayshoes.net appleton@runawayshoes.net gb@runawayshoes.net Regular Store Hours Monday Friday 10:00am 7:00pm Saturday 10:00am 5:00pm Sunday 11:00am 4:00pm Run Away Shoes will be closed the following holidays: New Years Day Easter Memorial Day Independence Day Labor Day Volunteer: Paid time and a half Thanksgiving Day Christmas Day Shortened Working days (10am-3pm): New Years Eve Christmas Eve 5
Policies Exchange and Return Policy At Run Away Shoes our goal is to spare you the inconvenience of returns and exchanges by assisting you in selecting the correct item the 1 st time. However, we understand that this may not be applicable at all times and for those times exchanges or returns may be necessary. Our policy is to allow customers to EXCHANGE MERCHANDISE or receive refund up to 14 days from the purchase date. From 15 to 30 days we offer store credit. All sales are final after 30 days. The returned merchandise must be in the same condition it was when it left the store. Shoes with noticeable dirt/wear patterns from outdoor use may not be returned. A receipt is required for all returns and exchanges. Defective Return Policy Should you purchase a product and deem it defective, return it with your receipt within 30 days of purchase. If the defect is obvious we will replace the product. Hold Policy A shoe may be held for a customer for 4 days without a deposit. At close on the 4 th day, the shoe will be returned to stock. Special Order Deposit Policy A $10 down payment must be placed on all special ordered shoes that we do not regularly carry in the store. Discount/Return Policy If two pairs of shoes are purchased and one is returned, the customer will lose the discount on the other shoe. If a pair of shoes is returned where apparel was purchased, the customer will lose the discount on the apparel. To do a Return Enter the item they want to return on QB, as if they were purchasing it. In the quantity, make it negative (type -1, for example) If paid with a credit card, also press refund before swiping their card Complete like a normal sale If paid with cash or check, give them cash 6
Special Discount List Discounts apply to shoes, apparel and accessories, but not nutrition or electronics Running Clubs 15% o Pacesetters, Green Bay Running Club, Redline, Tri Foxes, Green Bay Multi-Sport Military 10% Students 10% Family 25% Friends 15% Business List o The Bar 15% Run Captain 40% (Appleton) o Bemis 10% o Kimberly Clark 10% o YMCA...10% o Clarity Care 10% Race Team 40% Employee 40% o Purchase through a manager Employee.40% Other Use own judgment, write down on daily sheet To do a Discount After you select the item the customer wants to purchase in QB, select edit item located under the name of the item. - In the discount box, enter the % discounted. - DO NOT enter the discount in the box by the total price at the bottom right hand corner of the sale page. It will not clear out after the sale is completed and you may accidently keep the discount on the following sale. 7
Training Arch Types Normal (medium) Arch Pronates / Rolls inward slightly o (Foot is naturally suppose to pronate gently for shock absorption) Most common foot type Mild support shoe High Arch Flat (low) Arch No pronation, not effective shock absorption Least common foot type Supination (underpronation) Neutral cushion shoe Excessive inward roll overpronation Can lead to injury if arch collapses too much Support or motion control shoe 8
Severe Overpronation Gait type Neutral Rolls inward excessively Foot/ankle doesn t properly stabilize body (shock not efficiently absorbed) Toe off big and 2 nd toe Need support or motion control shoe Rolls inward slightly Ankles / feet maintain the vertical line of the lower leg Needs neutral cushioning shoe Mild Overpronation Supination Rolls inward moderately Absorbs shock more effectively Toes off evenly Need mild support shoe Foot rolls outward Impact concentrated on smaller portion of lateral side of foot Decreases shock absorption Smaller toes do most of work Needs flexible neutral cushioning shoe 9
Gait Type Continued 10
Overview of Shoe Types Neutral Cushioning Shoes (3) high arch who do not pronate effectively midsole cushioning a priority in the shoe no medial supports also good for midfoot/forefoot strikers Motion Control Shoes (1) low or flat arch moderate to severe overpronators Support Shoes (2) normal to medium arches mild to moderate overpronation have some medial support and midsole cushioning Trail Shoes off road running traction and durability can be neutral cushioning, stability, or motion control 11
Shoe Anatomy Toe Box Forefoot MidFoot Heel Heel Counter Heel Cllar Upper. Mesh material makes up most of the upper of the shoe for flexibility, fit, and breathability. Many shoe companies are striving to create uppers that are light and allow the foot to move naturally while still providing a secure fit. Midsole. This portion of the shoe provides cushioning, shock absorption, pronation control, and stability. Shoes designed to correct over-pronation provide duo-density materials in its midsole. A denser material, typically shown as a darker grey material on the medial side of the shoe, helps to gradually stop pronation keeping a person s feet and ankles in a neutral position that is better able to handle the impact of running and walking. As discussed before, shoe companies are always working to evolve their products and are beginning to move past duo-density methods of pronation correction and developing other materials and methods that help correct over pronation. A neutral fitting shoe will consist of the soft foam material as a neutral shoe s purpose is not to correct over-pronation. Many companies have progressed away from traditional EVA cushioning materials into lighter and more responsive cushioning. Each company also has its own ideas about the best materials and design for shock absorption. Outsole. The outer sole of the shoe provides traction and also absorbs shock. Outsole designs of various lugs and grooves not only protect feet from the ground but also help create a smooth transition as the foot progresses over the ground. Heel Counter. Provides support and stability to the heel. Sock Liner. Covers the inner structure of the shoe and provides extra cushioning 12
How to Fit Shoe Customer Checklist 1. Greet the Customer a. Come out from behind the counter b. Give them your attention 2. Discover what brought them in a. Do not ask: i. Have you shopped with us before? if they have, they will feel bad that they were not recognized as a repeat customer b. Do ask: i. See below 3. Explain what we do differently than other stores that sell shoes 4. Watch them walk a few times back and fourth 5. Watch them stand on one foot/do a mini squat 6. Have the put on a pair of our socks before you go back to grab shoes a. Introduce them to the importance of non-cotton socks 7. Bring them out one or two shoes in the size they say they are a. Make sure you have sizes lower and higher of those two shoes 8. Have them stand up in the shoe a. Feel where their toe is in the shoe, should be a thumb width b. Feel for the width of the shoe 9. Mention our daily deals a. Invite them to browse the apparel as you get more shoes for them 10. Bring them out a few more pairs of shoes in the correct size 11. Invite them to take them outside if they are interested 12. Ask them questions about themselves and their running. See if we carry any products that would be appropriate for them DO ASK: How are you doing this morning/afternoon/evening What brought you in today? Are you looking for anything in particular? Hi there, are you in for a new pair of shoes? o If they respond yes, ask them which shoes they have been in/are in, or comment on the running shoe they may be wearing and ask what they think of it. After bringing out the shoes conversation starters Explain that you brought out shoes that meets their specific foot type needs from different brands. They each do the same type of correction but each in a different way with a different feel. What kind of exercising do you do/like to do? 13
For avid runners/competitive runners: Have you done any races lately? Are there any races you plan on participating in soon Things to consider when fitting someone for a shoe foot length go by about a thumbnail width at end of toes from end of the shoe while standing is a good fit foot width 2A B(women standard) D(men standard) 2E 4E 6E o When helping a woman with a wide foot, consider trying her in a men s equivalent size (usually about 1.5 size less) since a men s standard width would be a women s wide width. Amount of support they need Arch support stability Cushion High arch, medium, low arch Where they run introduce the trail shoe if necessary 300-500 miles per shoe o Range depends on shoe, how a person wears a shoe Remember to ask questions about them o How many miles they run? o Where they run? o Are the participating in any races? o What shoes are they currently in or have been in? Is a model going old soon? Pull those to try to get them out the door Secondary Shoes-Two Shoes 1. Secondary Shoes: a. Each fit we are going to make sure to pull a shoe that doesn t fit the mold of the others you pull. Examples of why to have a secondary shoes: b. Saves life of shoe, Tell the customer: Lets the shoe recover like you need to. Shoes need recovery days as well. i. Adds more mileage to the shoe by letting it recover. c. Different shoe for different types of runs i. Performance Shoe: Tempo Run, Hard Days/Workout Day ii. Traditional Shoe/Hokas: Recovery Days, Easy Runs, Easy Long Runs. d. Different types of shoes work your muscles differently: Helps out with injury prevention and muscle confusion. i. Example to give to customers: Running on the treadmill at the same speed and same incline day in and day out. You don t get any faster, and tend to get injured more by using the same repetitive motion and muscles with no variation. e. Also, inquiring during the interview will help you determine what secondary shoe to pull. 14
Shoe Width Narrow to wide: 2A B D 2E 4E 6E B = women s normal width D = men s normal width ***Not all shoes can be ordered in a different width. If the shoe can be ordered in a different width, it typically only comes in one color. Keep these things in mind when working with customers.** 1. Heel slippage Common Issues Lace as normal until one eyelet remains on each side. Draw the lace straight up on the outside of the shoe and bring it through the last eyelet. This will create a loop. Repeat on the other side. Cross each lace over the tongue, thread it through the opposite loop, and tie. The loops help to cinch in the material around your ankle to prevent your heel from slipping without making the rest of your shoe any tighter. 2. My shoe always wears away here. (usually seen in the upper of a shoes.) Place a piece of duct tape over the spot as an added protective layer Common Ailments 1. Shin Splints Symptoms - Pain along shin - Tender to the touch - Pain usually ceases as activity continues - Pain covers length of shin of about a dollar length Causes - Imbalance of muscles in the lower leg *calf usually stronger than shin muscles - beginning running - increase intensity/volume of running to quickly - poor shoe support / old shoes / improper shoes - running on hard surfaces Treatment and prevention - Rest - New shoes / proper support - Ice after completion of activity 15
o Ice cup massage: bathroom cup, fill with water and freeze. Peel away cup as it melts. o Ice for 10-15 minutes - Use the stick or foam roller and roll out calves before and after the activity to loosen up the affected area - Anti-inflammatory - Strengthening with thera-bands o Wrap a thera band around toes and dorsiflex, push ankle to the left and right, keep knee straight and immobile. Action should come from the ankle - write alphabet with ankle a few times a day to strengthen shin muscles 2. Achilles Tendonitis Symptoms - pain at beginning of exercise and then fades - pain eases with rest - tenderness - stiffness in the morning - creaking in the tendon when you press your fingers against it and move the ankle Causes - abnormal foot push-off and tight/weak calf muscles - increase in activity - change in footwear or training surfaces Treatment and Prevention - Rest - Ice - Heal pad to take strain off tendon (only temporarily while healing) - Proper foot ware for foot type 3. Plantar Fasciitis (fash-ee-eye-tus) Symptoms - pain in middle of arch - stiffness most in the morning Causes - abnormal foot motion - too tight calf muscles - worn out / unsupportive shoes Treatment and Prevention - Rest - Stay away from hard surfaces - Ice - Anti-inflammatory - Calf stretches and towel stretches several times a day o Towel stretches wrap a towel around toes, hold and pull gently to feel stretch - heel cups or orthotics if necessary 4. Iliotibial (IT) Band Syndrome (aka Runners Knee) Symptoms 16
- irritation of the IT band which stretches from the hip and extends to the outside of the tibia below the knee - movement of knee joint painful - worsens with continued movement Causes - overtraining - Unbalanced running (consistently on the side of a crowned road, one way around a track, etc ) - Lack of flexibility in glutes and quads - Bowed legs, other biomechanical problems - Poor footwear Treatment and Prevention - Rest - Ice - Foam roller - Anti-inflammatory - Strengthening exercises - Stretching 5. Patellar Tendonitis Symptoms - pain at the bottom or front of knee cap - pain with contraction of quad muscle - pain at the beginning of activity or after - pain when going up and down stairs Causes - frequent intensity in activity - imbalance of muscle strength or flexibility in hamstrings and quads - mal-alignment of leg bones - raised kneecap Treatment and Prevention - Rest - Proper footwear - Ice - Knee support strap (pre-wrap around base of knee) - Anti-inflammatory - Strengthening of quadriceps 6. Muscle Strain Symptoms - torn muscle fibers - Pain when muscle is used and at rest - Weakness of muscle of tendons - Inability to use muscle Causes - poor footwear - overuse Treatment and Prevention 17
- anti-inflammatory - Rest - Ice 20 minutes a few times a day - Compression light compression with Ace bandage to provide support and decrease swelling - Elevate to decrease swelling 7. Blisters Causes - friction from shoes or clothes - skin consistently against non-wicking material Treatment and Prevention - correct fitting footwear - second skin and/or taping - wicking, non-cotton socks - keeping toenails trimmed 8. Black Toenails Symptoms - pain with pressure on the toenail - blister under toenail Causes - poor fitting footwear - foot sliding forward repeatedly in shoe Treatment and Prevention - proper fitting footwear - lacing techniques to hold foot in place 18
Daily Procedures Opening the store Turn on lights Turn on open sign Make sure the store is picked up/in order/clean Restock on any items in need Count cash in register Check for messages Check for special orders that may have brought in late Closing the Store Count cash in register Deposit and record extra cash into folder (keep around $180.00 in the drawer) Deposit and record checks into folder Credit card settlement Staple credit card receipts to settlement Hide cash drawer key (Mens Hurricane) Trash to back (if back room is full, take trash out to dumpster) Shoes on wall Check that back door is locked Turn off open sign Leave notes/messages for Ross/employees Gift Certificates When Bought: QB will ask for a gift certificate number o In the upper right hand corner of the gift certificate write the date issued, first and list initial and the number of gift certificate you have issued that day (for example: the first one; 1, the second one that day; 2, and so on ) o Example: gift certificate sold on June 9, 2011 by John Smith; his first one of the day would look like this: 6911js1 When Redeemed: Enter the code in the upper right hand number into QB when it asks for the GC number. If a customer loses a gift certificate, it will be confirmed that it was bought and not used, the old one can be voided, and new one can be issued. 19
When Packages Come into the Store / Pricing 1. Open them, letters are the exception. The regular mail gets set aside for Ross. 2. Check the PO, it will often tell you what it is for (i.e. name of a person for a special order) a. If you do not know, ask your manager 3. If it is shoes: a. In every box there is an invoice sheet that says what we ordered, and all you need to do is check off that what is on the sheet is what is in the box. b. Check for any special order shoes and set aside. IF it is a S.O. - Look up items in special order book and WRITE DOWN THE DATE IT ARRIVED in the special order book and CALL THE CUSTOMER to let them know their item has arrived. c. The shoes need to be put into the computer then. If the shoes are already in stock they will, usually, be in the computer system. If they are not, put them into the computer. If they are already in the system you need to update them under physical inventory. If it is a new model of a shoe we already have, check to see if there is a price update and update it into the computer (See: How to do a price update). 4. If it is clothes: a. In every clothes box there is an invoice sheet that says what we ordered and you need to check off that what is on the sheet is what is in the box. b. Add the clothing to the computer ALL SIZES c. Put price tags on the clothing e. The clothes need to be put into the computer, too. f. After pricing, put the clothes on hangers and hang them up. You are more than welcome to rearrange the clothes a bit so that things will fit. 5. If it is accessories: a. Once again inventory the accessories with the inventory sheet that comes in the box. b. You will need to price the accessories. c. If the accessories are new to the store they will need to be put into the computer. If they are things that we have had in the past they should be in the computer and you can change the quantity in, physical inventory. How to do an RA (Return Authorization) Figure out what needs to be returned. o At the end of Track and Cross Country Season the spikes need to get returned, unless otherwise specified. o Shoes/Clothing/Accessories that have been returned to the store o Future orders that came into the store, that had been canceled if were not ordered Inventory the items that need to be returned. o Write down: o 1) style number o 2) color code o 3) name of the product o 4) size of the item that needs to be returned 20
Email this information along with replacement product to our company representative. o Talk to a store manager or Ross about what product we are going to buy to replace what we are returning. o Include the list of REPLACEMENT product with the RETURNED product list, and send it via email to our company representative. o (After this email has been sent, be looking for a confirmation email back. If you do not get a confirmation email you need to contact them again.) Get RA # and package up the product o After the company representative emails back an RA number, the product is ready to be sent back. o Pack shoes/clothing/accessories into size appropriate box s o Write RA # in BIG letters on the side of the box o Send the box s out via Fedex Make sure we receive the replacement product if needed. Each company will do this differently. How to Change Prices in Quick Books When do you need to change a price in Quick Books? o When the product price has changed. (from year to year, products change in price) o When a product is entered in the wrong price. o Always ask or call APP/GB if you have any questions about how much something should cost. If it is different from the price in the computer, change it in the computer system. Go to QB home Inventory Price Manager (last option) Make Price Change (furthest to the right) Next to Select Price Level choose regular price Next to Name type the shoe model and number Next Choose item name Next Calculate new price from Choose price Next drop down regular price Next drop down adding Next drop down an amount Next blank insert the price change (ex. $100 shoe is now $110.00 enter $10) Next Don t round new prices Finish 21
How To Delete Old Items Off of QB When do you need to delete old items off QB? o If there is a product that we have discontinued carrying, or is an old style of a new product it can be deleted off of the QB system. This helps to clean up our QB program and helps to make the program run faster. o Example: o We no longer carry the Fila Asylum. The shoe is deleted o We no longer have any Brooks Adrenaline GTS 8, but have Brooks Adrenaline GTS 9 s in the computer already. You can delete this style. How? o Click inventoryitems o Highlight the item you want to delete o Click: delete o If it prompts you: You still have quantity of the item on hand, are you sure you still want to delete. Click: Yes o Confirm deletion: Yes o Then it may ask you to give a reason for deleting the item. Select which ever reason you want You must delete each item individually. 22
Store Tasks to Check on Regularly and Things to Remember Special Orders o Remember to date/highlight when items are ordered, arrive, and are picked up in the special order book o re-call after one week, and note o take down after two weeks unless otherwise noted o if special order appears to have been ordered but has not arrived in a normal shipping time check with who ordered it to make sure the shoe or item has been ordered or if it is backordered. If backordered, let the customer know Take down old race flyers in the window Throw away old race registration forms Check that updated shoe models are on the wall Check that prices have been updated as shoe models change Check on stock of items in the store and restock if necessary o Write down items that needed to be ordered if that is the case Cleaning o Dust (racks, tables, chairs, etc.) about once a week o Wash glass (door window, display case, mirror) once a month o Bathroom once a week or when needed o Vacuum daily o Wash socks when needed o Clean up shoe shelves in back daily o Messages on answering machine or other messages leave a written note about them o Write down name and phone number and what it regards to legibly o Credit Cards over the phone NO ONE CAN DO IT. It is a policy. The customer needs to come into the store to complete their purchase. o Double check the shoes we have in stock regularly see if there are any big holes o The customers come first always try to help them out. Sell them something that can help them Service. o Watch Phone Calls o When answering the phone, Identify the store and yourself - example Run Away Shoes, this is o Back door is it Locked o Trash outside of Store is picked up 23
Credit Card Machine Paper: 2 and ¼ inch thermal rolls To replace paper: Open plastic dome over roll Place roll so that paper is coming from below Press the feed button to feed some of the paper through to check that it is in correctly If it is not working unplug and plug back in If you ran out of paper as you were helping a customer, you can reprint the receipt by pressing reprint and insert the invoice number (cc sale of the day), located on the receipt. If it is not working, unplug and plug back in and try again. 24