Andrew Keller is employee of the month!

Although we don't actually have an "employee of the month" program I do think the following email would be grounds for Andrew Keller from Mid Rivers store) to be this months recipient. I think this email speaks volumes as to what we are trying to accomplish as a company.

Hey Casey

I am kicking myself because I wanted to get in touch with you about one of your employees at the Mid-Rivers location and I forgot the guy’s name. I even went back into the store to ask for your contact info. and did not write down the name I needed for this e.mail although he provided his name. Even without a name, I feel it necessary to send this to you!! And feel free to pass on to whomever you like.

I was at your store around 8: PMish on Friday, Jan. 9th, . This is approx. my 4th time in that location since moving to St. Louis months ago (lots of kids in my family who would buy stock in PLAN-NINE if they could, haha), after leaving your store tonight and encountering the service “this guy” displays each time we have been in there, I thought you needed to read/hear this from me. (I’m a guy with 20+ years in customer service management and training). “This guy” in your Mid-Rivers store is one of the best sales people I have ever encountered, and that comes from my experience with hundreds of sales people nationwide given my profession in customer service/sales training.

I aim to steer clear of most malls/retail stores because I am so disgusted with “lack” of customer service these days, but this guy at your Mid-Rivers location shines when it comes to customer service. About a month ago I was in your store with my son (9 years old), we left with new shoes but much more important my son left with a little more confidence about skating after the way he was treated/spoken to by your employee. I just sat back and watched this particular employee because he “gets it” when it comes to taking care of your customers. I laughed out loud as we left your store tonight as I said, “Someone needs to clone that guy!” We met up with my other family members in the food court later in the evening and my sister-in-law said, “We just went into Plan-Nine . . . you should have seen how great this kid is that works there!” Hence this e.mail…..

Please recognize this employee however you see fit but given the current economy and state of affairs with customer care I found it necessary to take time to bring this to your attention.

I wish you the best of luck with your stores and we will do all we can to continue to make purchases there. Our loyalty to Plan-Nine is based on the service we get from the staff there.

Kudos to Plan-Nine!! Keep up the incredible service you provide to customers and even more-so “thanks” for making my kids feel cool when we visit your store.

Brad B.

P.S. For some reason I think this guy’s name may have been Corey?? But when I clicked on the Corey featured on your site (under TEAM section) it did not look like the guy in your store, and I want to make certain you recognize the right guy. I do recall a lip ring, if that helps?? Otherwise, you’ll know who it was just by asking your staff who gave me your contact information tonight when I went back in and asked for it at closing time. I did tell him we all are impressed with his customer service/sales, but we hope the time I took to sent this will be a surprise to him----Similar to how surprised we are each time we get the customer service at Plan-Nine we often think is a “thing of the past”.

I do not see a reason to speak to you, I hope this e.mail explains it all, but if you would like, feel free to call me at 636-###-####

Unit Tools!

As I have stated time and time again, Unit tools are the best and easiest add on in the store. So I put my money where my mouth is and I set each store up with a big display box full of tools. Don't think this is going to do the work for you but it sure will help. Offer one with every sale!

Are you reading this?

From here on out it is mandatory that every blog that be initialed after it is read. Once you have read the blog click on the comments page and enter your first name and your last initial, you may also enter any other comments you feel nessacary. Also, if for any reason you do not understand the blog completely please message me.

Ramp Riders

The owner of Ramp Riders told me all of the Plan Nine staff can now ride the park for half off. Anytime you go up their just tell them you work for Plan Nine and give them your name. I'm sure this is good timing with the cold weather upon us. Be sure to make it out their to use your discount and bring a friend!!!!

Customer Service

I would like to remind you once again that customer service is king this holiday.  Take a moment to go over the following tips for Sales and Customer Service.

• Treat me with respect, I am a customer, not an account number.
• Follow through with your commitments.
• Communicate with me about both the good and the bad.
• Talk to me without interruption.
• Answer the phone quickly.
• Provide alternatives if faced with a problem.
• Allow me to talk to someone in authority if there is a problem.
• Clearly state what I should expect from you.
• Know everything about your services and your products.
• Be a customer advocate.

Coupon (St. Clair Square Only)

We were included in a coupon mailer that St. Clair Square sent out to 30,000 Metro-East residents for Black Friday.  The coupon is for $10 off any purchase of $20 or more.  There is a limit to one coupon per customer so please have them fill out a Hook Up form and attach their name to the sale.  You will not discount the actual sale but scan the coupon label that will be in the label book.  Take there coupon from them with their payment and ask them if they are a first time customer or if they have bought from us before, if they are a first time customer write the number "1" on the back of the coupon, if they are a return customer write the number "2" on the back and place it under the coin tray.  The coupons will go into the envelope at the end of the day.  Coupon fine print:  Limit one per customer, not to be used with gift card purchases, expires March 1st.

Gift Cards

As Christmas draws near you will be selling more and more gift cards.  There are a few very important things to remember to make sure the cards are processed properly.

• If the sale will not complete for any reason, DO NOT SEND THEM OFF WITH THE GIFT CARD WITHOUT COMPLETING THE SALE AND GETTING A RECEIPT.  Many times if the steps of the sale are not processed properly it will create an error and not let the sale be completed, if this occurs there will be no value on the gift card.  You need to cancel the whole sale and star over.
• If you are not sure if all of the steps were taken properly then START OVER.  Our customers will be more than happy to wait an extra minute to get out of the store rather than get a gift card with no value. (remember: if you cancel the sale and you have already put the credit card payment on it you must take the credit card charge off by entering a payment amount as the negative value of the already applied charge)
• If you are not sure the gift card loaded properly you can always check the balance on the home screen of the system.
• The main reason the gift card would not be processed properly is because you did not click in the "Swipe/Key Gift Card" box before swiping the card.

If you have any questions or comments about this please let me know, this is very important.  Gift Cards were 10% of our holiday sales last year and we hope to grow that this year.