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How Department Stores Are Carried On
BY
W. B. PHILLIPS
[Illustration]
NEW YORK
DODD, MEAD & COMPANY
1901
Contents.
Introduction, 5
General Principles, 7
The Management, 10
The System, 12
Advertising, 15
The Buying Organization, 25
Receiving Goods, 32
Taking Care of Stock, 34
Serving Customers, 35
Exchanging Goods, 38
Floor Managers and Ushers, 40
Making out Checks, 43
Inspecting, Checking and Parcelling
Goods, 46
Collecting Goods for Delivery, 48
Delivering Goods, 51
Stables, 54
Cash Office, 57
Check Office, or Auditing Department, 58
C. O. D. Business, 60
The Mail-Order Business, 62
Catalogues, 73
Receiving and Opening Mail, 95
Book-keeping, Buying, Checking, etc., 100
Assembling and Packing Mail-Order
Goods, 106
Goods sent by Mail, Correspondence,
Paying for Goods, etc., 110
Filing Correspondence, 117
Special Orders, 119
Returned Goods, Exchanges and Complaints, 121
Samples, 123
Keeping Employees' Time, 125
Employing Help, 128
Paying Wages, 130
Watchmen, 131
General Rules for Employees, 133
Mechanical Section, 139
INTRODUCTION.
No other branch of business can bear comparison with the wonderful
results achieved by Department Stores, such a success as has made them
the wonder of modern merchandising. These stores, that have grown to
greatness from small beginnings, have a force and power behind them that
commands general interest. Their store-keeping rests upon certain
well-defined principles, and not upon chance, sensations or experiments.
It is not the intention in this volume to prejudice public opinion
against Department Stores. No attempt has been made to enumerate any
reasons why they exist and flourish, nor any effort made to prove that
they are a necessity, or otherwise.
Whether they promote and build up the best interests of the people and
country at large, or are detrimental to them, is a question on which
intelligent opinion is largely divided.
The fact remains--a plain indisputable fact--that they do exist; that
they have had a tremendous growth in recent years, both in Europe and
America; that organizations of this character beginning a few years ago
have developed into the largest and most successful mercantile
institutions in the world.
The author, from several years' practical experience, having been
closely identified with the policy adopted, and with all the detail of
system employed, in running one of the largest Department Stores on this
continent, having visited at different times the trade centers of
America, and examined carefully into the systems employed in other
stores of a similar character, and made careful comparisons, is
satisfied that the enquiring public will appreciate the endeavor to give
them an intelligent idea of "How Department Stores are carried on."
General Principles.
One of the great underlying principles of Modern Department Stores is
cash. Buying and selling for cash. Cash and one price. Some deviations
are made from this rule, according to existing conditions in different
business centers; but this is exceptional, the larger percentage of
trade being strictly cash, and this fact has contributed largely to the
general success.
A few years ago nobody sold for cash. Nobody in those days marked the
price on goods in plain figures and stuck to it. To-day this is done,
and is acknowledged to be highly satisfactory.
The first aim is to get the best and choicest goods direct from the
makers; and, second, to have the lowest prices, thus enlarging the
purchasing power of every dollar. A Department Store is different from
the ordinary store, by being big enough to deal in almost everything
that people need; handling merchandise of every class that goes well
together for all sorts of people; providing the means of doing
everything quickly, easily, cheaply.
A store large enough to accommodate thousands of shoppers arranged to
serve a purpose. Floor upon floor filled with merchandise, broad aisles,
easy stairways, elevators to do the stair climbing, cash system for
quick and easy change-making, with all the newest ideas in store
mechanism; places to sit, wait, meet, lunch, talk and rest; in short, an
ideal place to shop in. Everything done that can be done to study the
convenience of customers and look after their interests. This
constitutes one of the greatest factors in the success of modern
retailing.
Looking after the customer. Looking after them in such a manner that the
service is an attraction in itself, that shopping is made easy and
comfortable. Service is what these stores are for. Complete service in
every detail, beginning with the purchase of the goods, and ending with
delivery to customers, guaranteeing every article sold to be exactly as
represented, or cheerfully refunding the money.
The development of these great businesses is largely the product of
better service, and this service has been effective in winning the favor
of shoppers.
The strength of these organizations, while centered in well-known
principles strictly adhered to, is backed up by a well-defined system of
government, including all departments, and the development of this
system has had a great deal to do with the success of present-day
business. The principles referred to build up and support the business,
but it is the careful management and perfect system which controls.
The Management.
The central point around which the whole organization of Department
Stores gather is the man, or men, who put up the capital; who own,
control and manage the business; and who insist that the profits shall
be consistent with their expectations. They not only put up the cash,
but define the policy of the business, and organize and develop the
system under which it operates. The organizing and executive ability, as
well as the faculty of knowing men, must be largely displayed; knowing
men, and how to combine them; knowing how to use their capabilities and
energies, how to bring out all their qualifications and all their
ambitions.
The management must be of large perspective and broad experience, make a
close study of store-keeping ways and methods, be quick to take
advantage of every new idea in service and appointments, and
enterprising in everything that goes to make a business strong and
successful. Associated with the head of the business, usually selected
from active workers who live with the business every day, are a few who
are taken into intimate relations with the business policy, and who very
materially assist in its development, and in the working out and
building up of the system by which the business is carried on. Capable,
intelligent, energetic, lieutenants, who are intensely interested, and
who exhibit no lack of earnestness or energy; who are imbued with
implicit faith and confidence in whatever may be advocated and decided
upon, and who direct their best efforts to its accomplishment.
The System.
The system that dresses the windows with attractive goods, that provides
the special bargains, that furnishes such a variety of goods comprising
nearly everything that people wear or use, that gives a courteous and
agreeable service under all conditions, that provides a place to rest
when fatigued, that enables shopping to be done under such favorable
circumstances, that delivers all purchases promptly, and if a mistake
has been made in the selection, or for any reason goods bought are not
satisfactory, presents no difficulty in their being exchanged or the
money refunded; the system which does all this and more is not the
result of accident or chance, but there is a vast machinery behind it
all which directs and controls.
But the system must do much more than this. It must provide for getting
at results, and it is in this respect that the perfection of the system
is reached. While the store space is divided up into little stores or
departments, under different heads, who are given every possible leeway
in the buying of goods and management of stocks, yet each head is made
directly responsible for everything in connection with this part of the
business. Each department is charged with the goods bought and with the
expense of selling, and credited with the sales made. Each section pays
its proper share of all general expenses, such as delivering goods,
lighting, heating, elevator service, fixtures, rent, etc. The system
employed enables the head of the business to always know the true
condition of each section. It enables him to know, if desired, what each
individual salesperson does; how much the total business is of any
department on any day; what the expenses are for any given time; and
these facts are not obtained spasmodically, but are regularly recorded
and made use of. Lack of knowledge of the condition of any department
does not exist. Success, or the lack of it, is apparent at once. The
truth of Eternal Vigilance being the Price of Success is here
acknowledged, and in no other business organization is more special care
and attention paid to knowing constantly just what the actual results
are.
Advertising.
Someone has said, "The time to advertise is all the time," and among
modern business organizations none more thoroughly recognize and
strictly adhere to this statement than Department Stores. Nowhere else
is the science, the art, of advertising more intelligently understood,
appreciated and applied. Advertising is recognized as the pulse of the
business, the great vitalizing force. The importance of the relation of
advertising to business cannot possibly be exaggerated, and for this
reason it is considered most seriously. A recognized authority has said,
"Advertising taken seriously in the retail business makes the policy of
the business. It is the fundamental thing, the corner stone. Therefore,
it demands the attention of the head of the business. I cannot think of
any concern so large in its affairs, so extended in its ramifications,
with so many responsibilities resting upon the head of the business, as
to make the advertising subservient to the general management of the
business, to make the head of the business ignore the advertising. The
manager of a department, and the salespeople who are to sell the goods,
should be told the policy of the head of the business so far as
advertising is concerned, and the way the matter is to be presented to
the public, so as to arouse the interest of all. It is important that
the man at the head should vitalize the business by making everybody
feel and know that the advertising, the address to the public, is made
in conformity with his wishes, under his supervision, and is absolutely
part of his plans for disposing of his merchandise. This being so, the
proposition that the advertising of a well-ordered establishment makes
the policy of the business is really correct."
Many methods are made use of to present and keep the business before the
public, but preeminently the best and most satisfactory is the
newspaper. Its columns are recognized as the very best medium for
business notices, going as it does into the homes of the people
regularly, filled with the world's news, with information for everybody,
about everything from everywhere. The newspaper column is the merchant's
platform, his pulpit from which he speaks to the public. It gives his
words thousands of tongues. It is in this way he reaches his audience
and tells them about his goods and business. He must talk straight, and
his address must be interesting and readable, and, above everything
else, true. It must always have the true ring of honesty, and
advertisements are becoming more truthful every day, as business men
realize that it must be true or it will fail. People judge and form
their estimate of a business by the honesty with which their
advertisements are lived up to, soon find the truth-telling places, and
trade gravitates that way with absolute certainty. Lying advertisements
never built a permanent and successful business. Advertising of to-day
is honest, or meant to be, and, every day, people are gaining more
confidence in it, and are understanding more and more that it is a
necessary and legitimate part of this business; in other words, a "Store
Bulletin," to which they can refer as an honest statement of what the
store has to offer them.
Advertising properly means attractive news, news of daily importance,
news which is appreciated and taken advantage of by the most wide-awake,
economical and thrifty. News that must not get old by repetition. There
is nothing more important about the business than advertising. Of what
use to have tons of merchandise to sell if the people are not told about
it, told about it regularly? Keeping everlastingly at it. Hammering away
day after day. Continuous effort in the right direction, systematic,
persistent. The advertising must be clear, logical and convincing;
containing exact and definite information, telling the store news
plainly and honestly, telling the people what the store can do for them,
telling it often and in the right way. Some departments may be
systematized so fine that they don't require such undivided attention;
but the advertising can't run along like this, but must have constant
and careful thought. Every advertisement must have careful
consideration. Carelessness or neglect will lead to serious results.
Spasmodic advertising won't do. One might as well expect to close the
store one day and open it the next. It must be regular, just as regular
as the day comes.
Attractive advertising becomes a department of the paper, and people
expect it--look for it with the same interest as other features. It is
keeping the business prominently before the people and asking
persistently for their trade that brings the business. Advertising is
the greatest force, the most powerful lever, for facilitating business.
There is a generally-accepted theory that advertising pays, but
Department Stores prove by facts that the theory is true. There has
been considerable talk about the uncertainty of advertising; but
thoroughly understood and skillfully used in the interest of Department
Stores, it has become a most powerful factor in contributing to their
general success.
Back of Department Store success, are earnestness, persistence,
concentration, energy; but between these and achievement stands
advertising. "As the business grows and is prosperous, it is due to the
controlling factors of system, merchandise and advertising, but
advertising is the dynamic force which vitalizes all the rest."
With this understanding of the important relation of advertising to
business, a decision is arrived at as to the amount of advertising
appropriation the business demands, not a fixed amount--no more or no
less--but about the amount expected to be spent, which depends upon the
amount of business necessary to be done, and is determined by the
percentage of profits. A selection is made of the best daily papers,
space secured, and "The Advertising Department" is ready for business.
This department is under the direct management of the Advertising
Manager, or "Ad. Writer." He has a distinct recognition as one having a
separate profession, and must, if the best results are obtained, be
confidentially taken into the inner workings of the firm. He must be
familiar with the history of the business, its progress and development.
While he may not require to know the exact amount of money made, yet he
must know which departments are weak and which are strong. The strength
of the best departments must be maintained and increased, and the weaker
ones built up. He should know what the goods cost, where made, how
bought, etc., and receive the hearty cooeperation of the buyers, to
obtain the necessary information to write up his appeal so as to secure
a hearty response from the buying public. He must give an individuality
to the store advertising, and see that every advertisement is backed up
honestly, every promise fulfilled, and that the information he gives
the public is absolutely true. He must keep on file a complete record of
all advertising, and should keep in constant touch with each
department's daily sales, with a view to continual comparison with
previous records. He must know what other stores are advertising and see
that his prices do not run higher than competing figures. All window
dressing, wagon cards, display cards and interior decorations should
come under his supervision. He must decide the amount of newspaper space
for each department; and though heads of departments may take issue with
his decisions, yet, as head of the advertising, he does what he thinks
is best, usually giving space according to the money-making abilities of
the departments. He must understand the goods he is advertising, know
all about their uses and superior qualities, go in amongst the
salespeople and customers, and talk with them, in order to write
convincing money-bringing, trade-building advertisements. Copy should
be submitted by departments at least two days before advertisement
appears, in order that he may give it proper attention, prepare the cuts
used in illustrating, have his copy to the papers early, proof carefully
read, and any corrections made. He must study the character of his
illustrations, the display part of the advertisement, and having secured
a distinctive cut or style of the firm name must stick to it, as it adds
an individuality to the advertising. The type used must also be
selected, usually good, clear and legible, easily read, but
characteristic, so that it distinguishes his Ads. from all others, and
advertisements should always appear in the same position on the same
page, so that the public know just where to find them. He must not only
look after all the detail connected with the advertising, but must be
able to analyze the conditions which confront him, grasp every
possibility of the field, be wide awake to every change, sensitive to
every trade throb, and have such a command of the English language as
will express his ideas in a captivating and original manner. He is the
artist who, having the ability and talent, either inherent or acquired,
paints the picture that attracts; and who, when backed up by good
merchandise, right prices, perfect system and careful management,
becomes a great business force and an indispensable adjunct to
present-day business.
The Buying Organization.
A large force of experienced buyers are constantly employed, who visit
the world's markets at regular intervals in search of new goods. The aim
is to save all intermediate profit, by buying direct from the makers,
making direct connection between the manufacturer and consumer, and thus
getting as near as possible to the actual cost of production.
Hundreds of thousands of dollars are represented in the several stocks
purchased. Assortments must be complete at all times, and there must be
a constant income of new goods. As fast as one thing sells, another must
take its place, and no interest must be overlooked in the buying. Buying
in great quantities, they are enabled to send buyers regularly to the
great manufacturing centers and leading sources of supply. Prices are
low in proportion as orders are large, and ready cash secures the best
trade discounts. To collect such a wealth of goods and have styles and
qualities just right, means a good deal. It means that the whole range
of merchandise must be known. To get the best in the world for the
money, and keep assortments complete the season through, calls for
careful calculation. The varied human needs of civilization are to be
satisfied, and each buyer in his own particular lines must be a man of
large experience, of most excellent judgment, and high mercantile
ability. They must know the merchandise they buy, that such a factory
has the best reputation for one line, that this mill excels in another
class, never buying anything simply because it is cheap, but picking out
the best manufactures in each department, always maintaining a strict
standard of reliability; and that the goods are well bought is
demonstrated by the persistent growth of the business. They buy to
unusual advantage by reason of ready money and the great outlet for all
classes of merchandise. Several of the largest stores render valuable
assistance to their buyers by establishing permanent foreign buying
offices, thus enabling them to keep in close touch with the newest
styles and novelties; and from these offices the shipment of a
considerable amount of foreign goods is managed, the service being so
facilitated and systematized that a prompt and rapid delivery of goods
is effected.
But the buyers' duties do not end with the purchase of goods. He is also
manager of the department which is made up of the various lines he buys,
and is responsible for the proper management of the same. In his absence
while buying, he must provide a capable assistant to represent him and
the department, one whose services are esteemed as second only to his
own, and who, if need be, in many instances is quite capable of acting
as buyer and manager in his stead. He is given almost complete control
of everything pertaining to his department, must sell the goods he buys,
and his permanent position depends entirely upon the success with which
his department is handled. As "head of a department," he is expected to
comply with the rules of the house and set an example to all those under
him. He should be first in the department in the morning and last to
leave in the evening. He should be thoroughly acquainted with all rules
pertaining to employees, and any new instructions which may be issued
from time to time, and see that they are carried out. He is expected to
use his best efforts to aid salespeople in making sales, instruct
inexperienced help how to handle and display goods, how to wait on
customers, make out checks, and, in fact, see that all duties are
intelligently understood. It is not sufficient that new, inexperienced
help be given a number and salesbook and told to go ahead, but thorough
instructions must be given as to the methods of doing business. In order
that enquiries of customers may be intelligently answered, he should
know the location of all the stocks of the house. If travelers' samples
are to be examined, it should be done in the sample room provided for
that purpose, and in forenoons only. Only in special cases is it
permissible to examine samples in the afternoon, as he is expected to be
in his department during the busy hours of every day, to watch the trade
and see that customers are properly waited upon.
Certain expenses are almost wholly within the control of heads of
departments, and must be watched by them with the greatest care. This is
especially true as applied to the amount of help employed. By using care
and judgment, it is often possible to do with less help, and thus reduce
the cost of selling. This is largely supplemented by watching the sales
of each salesperson, and enquiring carefully into any cases where there
is a falling below the average percentage of cost.
He should see that all advertised goods are properly displayed at the
counters, and that all the people in that section are promptly notified
of all particulars, such as quantities to be sold, price, etc.
He should see that all slow-moving goods are reported promptly, and
goods must not be allowed to get old, but be moved out quickly. Any
goods that do not move readily _must_ be got rid of--cleared
out--whatever cash value they have must be secured, and at once, and no
matter at what sacrifice; it being considered best to get what you can
for them immediately, and replace the stock with something that will
sell readily.
He should furnish a complete statement of stock to be purchased and hand
the same to the office a reasonable time before going on a purchasing
trip, and must have the sanction of the office to the same. Buyers are
expected to respect the limits placed and not to exceed the figures
sanctioned; but if the market is showing any special lots of goods which
in his judgment should be bought, or he is confident that a saving will
be effected on goods which are likely to rise in value by buying
heavier, considerable latitude is permitted.
All business correspondence for the house should be handled through the
regular correspondence office, be submitted for approval, and signed
only by those authorized.
The buyer's work bears such important relations to the business, both in
the selection of goods and in the direct management of his department,
that his qualifications must be the best, in order to render such a
service as is desired and demanded.
Receiving Goods.
A general receiving room for all case goods and packages is provided.
Space is allotted to each department, and all goods bought must pass
through this room before going into stock. Porters prepare all goods for
examination, by removing lids of cases, opening packages, putting aside
all paper, canvas, etc., which is held for reference until goods are
checked, and goods are then placed in proper department space ready for
the department managers. Heads of departments are usually notified each
day of all goods to be marked off the following day, and furnished with
invoices of the same. The receiving room is usually open for checking
purposes from 8 A. M. to 10 A. M. only, and goods must not be checked
off nor removed from this room during any other hour of the day, except
by special permission. Goods are called off by assistants, checker
compares with invoice, selling price and stock number are entered on
goods, and selling price marked on invoice. Until properly marked off,
no goods are allowed to be sent out of the receiving room. If goods do
not come up to sample, and are to be returned, it must be done at once,
and shipper advised. In case of errors or shortages, they must be
certified to by two or three competent persons. All invoices should be
returned to the office as soon as goods are marked off. Receiving room
should be closed at 10 o'clock sharp, at which time all department
managers and assistants should be back in the selling departments. Heavy
goods, such as furniture, wall paper, etc., are received in their
respective stock rooms and checked off in the same manner. Goods should
never be received without an invoice.
Taking Care of Stock.
Salespersons must keep in good order all stock under their charge.
Customers of the house, as well as those in authority, readily recognize
who takes an interest in the business, by the display and arrangement of
the stock. No excuse can be taken for merchandise that does not present
a clean, attractive and presentable appearance. Every article should be
properly marked or tagged, and each piece of goods ticketed in plain,
neat figures, so that a glance will tell price, size, etc.
No matter what the stock is, it should be attractively displayed, and
the display changed regularly, having a suitable card on all goods so
exhibited. When a sale is completed and clerks are through showing
goods, they should be replaced as soon as possible, thus avoiding
confusion and keeping the selling space clear and in good shape for new
business.
Serving Customers.
All customers should be waited upon with equal promptness and
politeness, no matter whether the purchase is large or small, whether it
is simply an enquiry or an exchange of goods. There should be no
favorites among customers. First come, first served. A customer who is
being served should never be left because a liberal buyer, who is well
known, approaches the counter. Goods must not be misrepresented.
Customers buy upon the understanding that they can get their money back
without argument, therefore only true representation must be made.
Exaggerated statements, or trickery in selling goods, is not permitted.
In all matters relating to the business of the house the greatest
courtesy is required. Clerks are expected to accommodate themselves, as
far as possible, to the peculiarities of those they are serving, being
civil and polite in their attentions. Should articles asked for be in
another department, customers should be informed where they may be
obtained; and if clerks don't know, they should refer to the floor
manager. If clerks don't happen to have just the article the customer
asks for, they should show the nearest they have in stock, and if that
won't answer the purpose, consult the head of the department, and
possibly it could be procured. They should try and understand what the
customer wishes and get it as near as possible, never showing too many
goods at a time, as it is confusing and often results in the loss of a
sale. If a second customer is waiting, a disengaged clerk should be
called. If all are busy, customer should be asked to be seated until one
is disengaged. The undue urging of merchandise upon customers is not
countenanced, nor yet is indifference in the slightest degree permitted.
While large sales are important factors with all salespeople, and
largely form the basis for salary paid, yet genuine interest in their
duties, the exercise of patience, showing goods pleasantly and
cheerfully, polite attention and care in waiting upon customers, are
also very important factors in the recognition of value of services.
Clerks should always leave a good impression and never let customers go
away feeling that they have been treated in an overbearing or uncivil
manner, as it hurts the clerks personally and also the house. The
interests of employer and employee being identical, better opportunity
for advancement and greater compensation is assured the more the store
prospers. Upon all matters, under all conditions, the greatest courtesy
is insisted upon.
Exchanging Goods.
The general understanding existing with Department Stores concerning
merchandise sold is, that if for any reason it is not satisfactory it
may be returned and exchanged or money refunded, on customer's request.
This understanding, however, has some qualifications,--such as articles
that have been worn, when such a time has elapsed between the purchase
and return as to render articles unsalable, goods made to order
according to measurements, toilet goods, etc.; but, with few exceptions,
the almost unalterable rule is to exchange cheerfully, to avoid
unnecessary questions or remarks, rather preferring to be occasionally
the subject of imposition than to leave an unpleasant impression. Where
an exchange is desired in the same department as purchase was originally
made, an exchange bill is issued. Should the customer select other goods
of less value than the exchange bill, the cash office, when new check
and exchange bill are received, will return the difference in change.
The exchange bill, when signed by the head of a department, or one
authorized, is good for its value in any department; and should the
customer not be able to make a suitable selection, this bill, when
properly stamped or signed, is good for cash on presentation. These
exchanges, as collected and audited, are usually deducted from each
department's daily sales.
Floor Managers and Ushers.
Floor managers must be thoroughly familiar with and see to the
enforcement of the rules of the house, as applied to their sections.
They must see that each department in their division is promptly
prepared for business, covers off, and everything in order, and must
have a general supervision over their division. Aisle space, circles and
fixtures must be kept scrupulously clean. All cardboard, paper, twine,
boxes, etc., removed from goods sold during the day, must be sent from
the departments at regular intervals, and not allowed to accumulate and
present an untidy appearance, being first thoroughly examined, to see
that no goods are contained. Sweeping should be avoided as much as
possible during the day, but the departments at all times must be neat
and clean in appearance. They should not allow cash boys or parcel boys
to loiter in their division, and should see that all customers are
properly served, and the greatest courtesy and politeness shown them,
whether buying or simply looking at goods. Strangers from out of town
visiting the store should be made to feel at home, and particular
attention paid them. Should they desire to be shown through the store,
it should be arranged. They should be impressed with the manner of doing
business, and this effect is best secured where consideration is shown
them. It is better to answer the inquiries of customers by accompanying
them to the department asked for and requesting a salesperson to wait on
them, rather than pointing to that department, and much better to name
the salesperson than to use the word "forward." They should see that
goods do not collect at any time at the parcel desks, but that they are
removed by carriers promptly. They should attend, in case of sickness or
accident, to any customer, see that they are taken at once to the place
provided, and report the same. Any claims or complaints of customers
should be referred to them, and their best efforts used to adjust any
errors made, and, where necessary, refer them to the Complaint
Department. They should see that customers returning goods for exchange,
or desiring money returned, are promptly and properly served. They
should bring to the notice of the house the existence of inefficient or
inattentive help, and report anything which in their judgment should
have attention.
Making Out Checks, Etc.
This is not as simple as it may appear, and to master it thoroughly
requires time, care and attention. Whether it is filling out a
purchasing ticket, a C. O. D. check, or a regular sales check, special
care must be exercised, as one cannot afford to exhaust the patience of
customers by exhibiting a lack of knowledge. Every check in a check book
should be accounted for: a spoiled check should be marked "Nil" or
"Void," be signed by one in authority and sent to the cashier. Quantity,
goods and prices should always be written plainly, all blanks properly
filled out, plain, neat writing, and particularly good figures.
Salespeople are usually held responsible for all errors made in checks
or on purchasing tickets, and should always use their own book. They
should always mention to customer the amount of money received, and
enter the amount on their check at once. Many people strictly honest
might forget what money they handed in, and when change is returned
might claim that the bill given was of a larger denomination. Repeating
the amount received will avoid argument afterwards. Duplicates should be
closely examined, to see that the black-leaf impression is good. Change
should be counted in giving it to customer, and where goods are to be
sent, the name and address given should be repeated. The use of
purchasing tickets should be encouraged. Customers should be asked if
they intend making further purchases, and the use of purchasing ticket
suggested. The delay in settling for each purchase is thus avoided and
customers' time is saved, as they can pay for all purchases at once.
Salespersons should see that their department letter is on their check
book. Check books should commence with No. 1 and run consecutively to
the end, and should be examined to see that none are missing, and checks
should never be altered. All checks should be sent to the cash office
immediately upon being made out.
Inspecting, Checking and Parcelling Goods.
Parcel desks are usually conveniently located at all counters, for the
purpose of examining and wrapping goods sold. All goods sold, whether
taken by customers or sent by the delivery, should first pass through
the parcel desk. Goods sold should be passed to the parcel desk by the
salesperson with the bill, and they should always be examined carefully,
to see that they correspond. Price, quantity, number of yards, etc.,
should be checked and goods should be examined, to insure their being in
perfect condition, not cracked, soiled, or injured in any way. Should
goods when compared with bill be found short or over, marked wrong, or
not satisfactory in any way, they should be returned to the salesperson
at once, with refusal to parcel goods until everything is O. K. Parcels
should not be given to customers, but handed back to the salesperson
direct. Every taken parcel should have the sales number marked on the
outside. When parcels are to be sent, the address should be on the bill
and also on the address slip, and they should always compare. Care
should be exercised in handling goods likely to be soiled, crushed,
broken or damaged. Where necessary, they should be put in boxes or sent
to be specially packed. Every parcel should be securely and properly
wrapped, using no more paper or twine than is necessary. Goods to be
sent should not be held at the desk, and if carriers delay unnecessarily
in calling, the matter should be reported to the head of the department
or floor manager. Attention should be paid to the order in which parcels
are handed up, so that customers will receive their purchases in the
order in which they have been served. All desk supplies, such as paper,
bags, twine, purchasing tickets, etc., should be obtained in the
morning, at which time the stock-supply room should be open.
Collecting Goods for Delivery.
Goods to be delivered are usually divided into two classes, individual
purchases styled "Sent Parcels," and collective purchases made on
purchasing tickets. Checks for sent parcels when made out in
salesperson's check book in duplicate, with name and address slip and
hour of delivery, should be separated, one half going to the cash office
with the cash received, and the other half going with the goods.
Checks made out for purchases on purchasing tickets are usually
different in color from ordinary sales checks, and are attached to
purchasing tickets. As made out by salespersons in duplicate, one half
is detached with address and sent with the goods, and the other half
remains attached to the purchasing ticket until the purchase is
completed. Goods sold are immediately wrapped, carriers called and goods
are delivered through slides, elevators, etc., direct to the
shipping-room floors. Sent parcels are separated from others and
address label attached. Goods bought on purchasing ticket are placed in
compartments whose number corresponds with the number on checks received
with goods. As customers finish buying, they visit the pay office, where
cards are handed in, totalled, cash paid, instructions as to delivery
entered on the card, which is handed to the sorting section. Goods are
here checked with card, to see that they correspond by number and
amount, the address is carefully examined, when parcels are wrapped and
passed to the delivery section, where they are assorted as to routes,
entered on drivers' sheets by name, address, number of parcels, and
checked off when given to drivers. Salespeople are always kept informed
as to the regular hours of deliveries, and signal bells are usually rung
notifying each department before each delivery closes. No parcels should
be promised for that delivery after the bell rings, and all goods to be
sent by that delivery should be in the delivery room a few minutes
after the bell rings. All arrangements for special deliveries should be
made at the pay office, and all parcels should go by the delivery
marked, if received on time.
Delivering Goods.
Drivers should know their routes thoroughly, so as to deliver with as
much despatch as possible. When delivering, they should wear uniforms (a
portion of the expense of which is usually paid by the house). They
should be kept neat and clean, and when repairing is needed it should be
done promptly.
Drivers are usually held responsible for damages or breakages, resulting
through carelessness or neglect, either to goods or rig, and must
account for horse covers, blankets, rugs, etc., with which they may be
supplied. Drivers should always weight their horses when leaving the
wagon. Each driver should be given sufficient money for making change,
which he must have with him on each delivery for C. O. D. parcels, and
excuses, as a rule, are not accepted for the non-delivery of a parcel on
account of inability to make change.
Drivers should not allow C. O. D. parcels to be opened without an
order. Customers should be told that this rule cannot be broken; but if
they pay for goods that are not satisfactory they can be returned and
the money will be refunded. Drivers are held responsible for all parcels
entered on their sheets, and should check off these parcels at the
store, placing them in the wagon in the order of delivery as near as
possible, thus saving time in sorting up their loads while on the route.
Amounts due on C. O. D. parcels should be compared with entry on C. O.
D. sheets, to avoid mistakes. When the delivery is completed, sheets
should be signed and returned, and if, for any reason, any parcels have
not been delivered, satisfactory explanations should be given. Any
repairs needed should be reported upon arrival at the stables. Notes
should be made of any complaints from customers and the same reported.
When instructions are given to call for customer's goods, they should be
got at the first opportunity and handed over to the proper person. If
not able to obtain them, the reason should be given. Under no
circumstances should passengers be carried while delivering goods.
Special instructions are usually issued for extra deliveries before
holidays, or on extra busy days.
Stables.
The stables are usually models of neatness and perfect in arrangements,
every modern convenience being brought into use, providing accommodation
for a delivery system of hundreds of horses and wagons used daily in
delivering goods in the city and suburbs. Heated throughout with steam,
lighted by electricity, and electric power applied to rotary brushes for
grooming, hydraulic elevator service capable of lifting tons of feed and
grain to upper floors, basement fitted up with complete blacksmith shop
for horse shoeing, wagon and sleigh repairing. Ground floor space is
usually devoted to wagons, each having its respective station. Easy
stairways provided for horses to reach the upper floors, which are
constructed to bear almost unlimited weight, divided into rows of stalls
with aisle space between. Harness rooms, cleaning rooms, harness repair
shop, hospital for sick horses, paint room, etc., together with the
most modern machinery for grinding and chopping feed.
The stables must always be kept clean and well ventilated. Horses must
never be taken out without being fed, watered, cleaned and properly
shod: a lame or sick horse should never be used.
Harness should be washed and cleaned regularly, wagons oiled, tightened
up and kept clean. Nothing should be allowed to leave the stables except
in first-class condition. All repairs should be attended to at once.
Wagons should be at the store in time for all deliveries. A record
should be kept of the men's time and sent to the office regularly.
Drivers' and stablemen's wages should be obtained on pay day; the pay
roll should be signed by each one, and returned to the office. All C. O.
D. money received from drivers at night should be put in sealed
envelopes and placed in safe keeping.
A watch should be kept in the stables at night, and a regular patrol
made to see that all horses are properly fastened, blankets on and
everything in good shape. Wagons should be washed at night and wagon
signs thoroughly cleaned. All wagons should be examined carefully, and a
written report handed in of all repairs needed, together with wagon
number. All fire pails, hose and appliances to be used in the event of
fire should be examined regularly, to see that they are all in good
working order.
General Cash Office.
A central cash office is established for receiving all receipts from
sales made, and arranged for quick and easy change-making. As a customer
makes a purchase, a duplicate of the check or bill made out for the
same, together with money received from customer, are sent direct to the
cash office, the most improved method being by pneumatic cash carriers.
As received, checks are placed on file and any change returned to clerk.
Thus the totals of checks and receipts of each cashier's desk must
agree. Each cashier makes up a report of the amount of cash received,
and cash is given head cashier, who recounts it. The checks of each
cashier are kept separate and sent to the auditing office, where they
are totalled, and this total must agree with the amount of cash in the
head cashier's hands, and correspond with the amount on cashier's
report.
Check Office, or Auditing Department.
This department should make up the total receipts of each cashier by the
sales checks received, compare them with cashier's report, and recheck
until they are found correct. It should also make up each department's
sales, arrange each salesperson's checks into original book form by
number, and report any missing checks, auditing all checks and reporting
any errors. The work of obtaining the different totals required is
greatly facilitated by the use of adding machines, which insure both
accuracy and despatch.
This auditing of checks thus provides a positive check upon the amount
of cash received by each individual cashier, furnishes an accurate
account of the exact amount of business done by each department, and the
total daily business done by the house, besides showing the exact amount
of goods sold by each individual salesperson, which may be made use of
to estimate their value as compared with each other, and largely governs
the individual wages paid.
C. O. D. Business.
Large amounts are represented in the business as sold and paid for, cash
on delivery, and, therefore, this branch is given special attention.
Special C. O. D. books are furnished every department, and such special
care exercised in recording the amount to be paid, address, etc., as
will prevent any errors or misunderstandings. All C. O. D. parcels are
entered upon special sheets or books provided drivers, and are checked
off as paid in by drivers at the C. O. D. office with the record kept
there, which should show the customer's name and address, department
that goods were bought in, who sold them, the amount of the C. O. D.,
the date and amount paid.
Where goods are sent to distant towns, and considerable time must elapse
before returns can be made, these outstanding C. O. D.'s must be watched
closely, checked up regularly; and in the event of any unnecessary
delay corresponded about, and such knowledge obtained as will furnish
accurate information about each individual account.
The Mail-Order Business.