Introducing the July 2001 Standards

INTRODUCING THE 2001 STANDARDS…

TEAM LEADERS COMMENTS ON THE KISS RETAIL PROJECT:

“There’s been great feedback from customers” “Gives us pride in our libraries” "Some team members are really enthusiastic and using their imaginations” “Improves customer services” "There’s less shelving to do these days – the displays are doing the work for us!” “Helps build team spirit” “Greater awareness of stock” “It’s fun!”

We have a few challenges such as a lack of stock, floorspace, shopfittings, good props and it takes a bit of effort for us to get into the habits of good presentation.

Feedback to Fiona Emberton please.

KISS JULY 2001 STANDARDS -IMPLEMENTATION PLAN

STANDARD TEAM LEADERS TICK OTHERS TIPS First 1. Power display Blitz  Pause CKI Trolleys at Impressions at your entrance Agenda Item  displays restock them Library Ground Rule 

Aiming for a 2.Acknowledge Agenda Item  welcoming customers as they Ground Rule  transition zone enter (when you can) 3.A clean Discuss with If problems persist entrance cleaner. Monitor  T/L contact - contract manager (by GroupWise) 4.Checklist Integrate into daily  roster 5.Plants Monitor  If problems persist as (keep fresh) above COUNTERS - AIMING FOR EFFICIENT LOOK & UNCLUTTERED

STANDARD TEAM LEADERS TICK OTHERS TIPS Sticky Tape Free Blitz  Use Blu-Tack or Agenda Item  Sellotape rings to affix Ground Rule  items Brochures in Blitz  Use perspex holders stands Agenda Item  Store extra brochures  Don’t need to Ground Rule  out of view (or discard) display all, but Never leave brochures  Display all flat BCCs

A4/A5 Free Blitz  BST to supply paper to standing poster Agenda Item  use folders: Ground Rule  Max 3 on view at counter None flat on counter Storage behind Blitz  Request order counter: Agenda  No lost property, Ground Rule  drink bottles, personal items & other grunge on view Box everything neatly  Cleanliness  No staff info notices on view AMBIENCE AND CUSTOMER FLAW - AIMING FOR COMFORT

STANDARD TEAM LEADERS TICK OTHERS TIPS Public floorspace: 60%  De-clutter  free of clutter where  Agenda Item  possible  Library Ground Rule 

Wheelchair access: 1.5m Blitz  clearance (minimum) Agenda Item  Ground Rule  Furniture & fittings - De- Blitz  Send excess to grunge auction DISPLAYS - AIMING FOR A CLEAN, SLICK IMAGE

STANDARD TEAM LEADERS TICK OTHERS TIPS Pyramid shape or conical Use attractive props Monitor quality of Prop kits available – props see intranet Agenda  Ground Rule  Stock: Blitz  Make it a CKI room Always at least half full Agenda  duty - quality stock Ground Rule  Delegate this task Make it a priority Save on shelving effort Standard Signage Blitz  CCSL to send out Order from BST with 2 Use menu holders Agenda  paper weeks advance notice if coffee coloured paper Ground Rule  CCLL to send out necessary Times/Aerial font standard sample Black border SIGNAGE - AIMING FOR SIMPLICITY

STANDARD TEAM LEADERS TICK OTHERS TIPS In-house posters: Blitz  BST to supply posters beige coloured quality Agenda  within 2 weeks of paper Monitor  request Aerial/Times font Black border Positive message Up to date posters: Blitz  Do not feel obliged to Hang straight Ground Rule  display every poster - Designate poster areas choose those relevant to Do not splatter them your community around library LAST IMPRESSIONS - ENCOURAGING RETURN VISITS

STANDARD TEAM LEADERS TICK OTHERS TIPS Pay full attention to Discuss  your customer Pleasant attitude 

Greet & Farewell Discuss  Use discretion on what Enforce! style of greeting to use. Ask "Did you find what  you were looking for?" and offer help during the next visit. Save on shelving effort Checkout display Blitz  within reach of Ground Rule  queue All of these T/L's to introduce new standards staff to standards in first month of work