cases, each box being labelled on the outside indicating its contents.
These drawers are provided with cards on which are printed or written
the different post offices in each State or Province, and arranged for
easy reference. Thus all correspondence coming from any one town is
filed together next its town card, and where the mail from any one town
is large it may be subdivided by an alphabetical index. Thus, to find
Mr. B.'s order from Blank Town reference is first made to the drawer
which contains Blank Town, and under this town, among the Bs, will be
found Mr. B.'s orders. One set of drawers may be made use of for each
month's filing, and, therefore, as many sets of drawers are provided as
will correspond with the number of months letters may be preserved.
Separate files may also be kept (usually alphabetical by name) for
filing letters, such as those where customers have forgotten to give
size, color, or measurements, where they have overlooked enclosing
samples, or any omission or circumstance which may cause customers to be
written to and their orders held for further information, or orders that
may have any balance holding to credit, etc.
The filing must be very accurately done, as constant reference is made,
and it is of the utmost importance that any correspondence required
shall be found with the greatest despatch.
Special Orders.
A special effort should be made to have the system so arranged that it
will enable the mail-order department, as well as every other department
in connection with the house, to know how many orders are partly bought
and holding for goods which have been ordered that are not in stock, or
that require to be made. The buyer who finds anything asked for on an
order which a department cannot supply at once (and no checks should be
taken unless the order can be filled promptly) should give someone
appointed by each department full particulars of what is required, the
number of the order, name of customer, description, size, or
measurements of goods to be made or procured. When everything is bought,
with these exceptions, the order should be then handed to a special
mail-order clerk, who should note what is lacking to complete the order,
and in a set of special department files (space being provided for each
department) should place the holding order. He should visit the
different departments, ascertaining particulars concerning each order,
find out what efforts are being made to fill the same, and crowd these
orders to completion, where necessary, writing customers explaining any
cause of delay. As each department secures the goods required, the mail
order department should be notified immediately, when the order may be
quickly produced from its department file, check made out and order
completed. It is easy to ascertain at any time through such a system
exactly what goods each department lacks, and direct such efforts as
will provide for the least possible lack of stock and the least possible
delay in executing orders.
Returned Goods, Exchanges, and Complaints.
A separate section should be devoted to returned goods or exchanges. As
goods are received the packages should be examined as to identification,
whom and where from, and entered up alphabetically under the date
received, with all particulars required, and goods placed in suitable
compartments. When letter of explanation is received, goods are easily
located, and both should be given to special exchange clerks, who will
secure the necessary exchange bills and make such new selections as
customers may desire.
The cause of all goods returned should be thoroughly investigated in
every instance, and where the fault lies with the house, the customer
should be reimbursed for any extra expense incurred; and whatever
department or individual is to blame should be made fully acquainted
with their error, and such steps taken as will prevent a repetition of
it.
Usually associated with this work is a special section, which should
deal with all letters of complaint. The cause of all complaints should
be fully enquired into and at once. There should be no delay whatever,
but immediate answers insisted upon. Explanations should be complete and
to the entire satisfaction of customers, and any loss through
carelessness or errors made good without reserve. Each department and
their help should be held strictly accountable for any claims which,
upon investigation, show where the responsibility should rest. This
feature of promptly adjusting all differences and satisfying every
reasonable demand leads to continued and increased confidence, and
should, therefore, be given very particular attention.
Samples.
The preparation, selection and sending out of samples should receive the
most careful attention. In some cases requests for samples are
distributed among the different departments and are filled and sent to
the sample department, but this method with progressive houses is
considered slow, and for this reason alone unsatisfactory.
The improved method is to cut from the piece such lengths of goods as
are required. These are sent to the sample department with width, price
and full particulars, where suitable paper printed in squares, the size
of sample to be sent, are attached. These are sewn by machines driven by
electric power and afterwards cut in proper sizes by electric cutting
knife, prices inserted and placed in partitioned spaces in drawers
arranged in suitable cabinets. As requests for samples are received,
they are filled direct from these drawers, and sent out by the next
mail. Help is employed here who by long experience become familiar with
all classes of sampleable goods, and who are under the direct management
of one who thoroughly understands interpreting the customers' wants, and
who bears no unimportant part to whatever measure of success may result
from the sale of all goods by sample.
Keeping Employees' Time.
This position requires a man of considerable firmness, as he comes in
contact with every employee, and is bound to enforce the discipline of
the house as applied to absentees and lates, regardless of any
partiality or favoritism. He has direct charge of the cloakrooms, and
must see that they are kept neat and clean, and that each individual has
a certain space allotted. He should be on duty early and late, and
should see that every one registers their time in passing in and out. A
record of all employees going out on passes should be kept, and none
should be accepted unless signed by those authorized. He should keep a
record of employees' names and addresses, and have the same checked up
regularly. He should supply wages department and also heads of
departments with a report of all who are absent. Where so many are under
the charge of heads of departments, it is impossible for them to tell
at once who may be absent. The time-keeper should notify them promptly
every morning and noon, and they will thus be enabled to arrange
immediately, so that the work done by absentees is provided for. He
should not allow parcels of any kind to be carried in or out of the
store, nor allow anyone to reenter the store after passing the time desk
in going out, or return to the cloakrooms after passing the time desk
going in.
As part of the store help must go to dinner at one hour and part at
another, he should regulate it so that those who go out one hour are
back in their departments before others are notified, thus preventing
crowding on stairways and passages. Departments are usually notified by
bells, and each is familiar with its particular signal. Doors should be
closed sharp on the minute, and all lates excluded. No matter what
system for registering time is used, it is easy to determine who is late
or absent, as on coming in all keys or time cards hanging on the time
board are on one side of the time clock, and when the time is registered
they are hung on the opposite side. Those which have not been removed
indicate at once who has not come in. Time cards of any absent, who have
not sent in a reason for absence, should be removed from the time board
and such employees should secure permission from those authorized before
their time can be again marked. Lists of those going on holidays should
be supplied time-keeper, and their cards should also be removed. The
time-keeper should supply the wages department with correct time sheets,
as desired. He should see that employees are orderly in passing in and
out, and permit no loitering in the cloakrooms. A register is usually
placed at the exit door, which should be signed by one appointed for
each department or section of the store when leaving at night,
certifying that all persons have left their department, and that all
windows are secured, blinds down, etc.
Employing Help.
The hiring of help is largely centered in one individual for the entire
store. Departments requiring additional help should notify the
employment office, and give particulars of the kind of help required,
which fact should be noted and filed for reference, a preference being
given former employees seeking reengagement. The hours for engaging help
are usually from 8 to 10 A. M., after which no applications are
considered for that day. All applicants must be treated with courtesy.
Even though no immediate help is required, applicants in many cases are
permitted to fill out application, which should be placed on file for
reference, and a satisfactory applicant may then be notified as soon as
a position is open. All applications should contain, as far as possible,
full particulars concerning applicant. It should show the date of
engagement, name, address, whether married or single, nationality,
church denomination, where previously employed, for how long, and
reasons for leaving. References should be given, who may be communicated
with, and whose replies should be attached to application. Application
blank should show salary agreed upon and for what particular department
employed. Space should be provided for percentage record, and for
transfer from one department to another, for increased salary
recommendations, which are usually signed by heads of departments and
passed by those appointed. They should be at all times a complete and
permanent record of each employee. All help is usually engaged upon the
distinct understanding and agreement that they are privileged to leave
any day, or their services may be dispensed with at any time. A new
employee, when given a time card or key, and the time-keeper has
explained the system of registering time, etc., and allotted cloakroom
space, is conducted to the head of the department or assistant.
Paying Wages.
The system of registering time furnishes accurate information for
estimating wages. The time sheets kept by the time-keeper are here made
use of. The name of each employee under the respective department each
one is attached to, with number, rate of wages per week, number of days
worked, actual wages due, etc., should be entered on the wages sheet.
The total amount of money required on any pay day is given wages office,
each individual's pay is placed in a pay envelope, sealed, numbered and
entered in signature book. Each head of a department, or one appointed,
receives all wages for that department, signing for the same, and sees
that they are distributed and signed for by each individual as received.
The work is done accurately and with despatch, as thousands are by this
method paid their weekly earnings in a very short time.
Watchmen.
Watchmen should report at the store each night, and as soon as the store
is closed examine the leaving register, to see that each department has
signed for everything having been left in perfect order. They should
examine at once all doors and windows, seeing that they are securely
fastened; also all other entrances to building, and all places where
anyone might be concealed. They should report in writing anything
irregular occurring during the night, leaving the same at the office,
and repeat the report until the irregularity has been attended to. A
regular patrol should be made throughout the entire building. An
ingenious system of clock registration is made use of in some cases,
which indicates upon examination in the morning the different stations
each watchman has passed and the exact time of each passing during the
entire night. In the event of fire or any other accident occurring
during the night, such special instructions should be followed as will
meet with the ready response of whatever assistance may be required.
General Rules for Employees.
Rules for employees are in force in all large Department Stores.
Different stores differ in detail of rules, but the application is the
same, all serving to build up the system of government which directs and
controls the entire management. Weekly examinations are held in some
instances, and familiarity with the rules exacted, thus enforcing and
maintaining system and discipline.
The hours for opening and closing business vary at different seasons of
the year, of which due notice is given. The opening hour is usually 8
o'clock, at which time all employees are expected to be in their
respective positions, all covers folded and put in proper places, stocks
and counters dusted, and everything made ready for the day's business.
All employees must enter and leave the store by employees' entrance,
leaving all wraps, hats, rubbers, lunches, etc., in the cloakroom,
which is conveniently arranged for this purpose.
Upon entering the store in the morning and upon leaving and returning at
noon, and on going out at night, each individual records his or her
time. If for good reason an employee is necessarily delayed, a
permission pass may be obtained to commence work; but if late without a
good reason being given, they cannot commence work until noon, and thus
lose a half day's work and a half day's pay. Attendance to business must
be punctual and regular. Continued lateness and absence would merit
discharge.
Employees who are absent for any cause must notify the house at once,
either the head of their department or time-keeper, and satisfactory
reasons given for being absent.
Whenever a change of address is made, employees must report same to
time-keeper at once.
Employees must never leave the store during business hours (except for
dinner) without a pass signed by the head of the department and
countersigned by one authorized. Blank pass books are usually supplied
heads of departments. These passes should give the names of employees,
their numbers, what departments employed in, date and time of going out,
and must be presented to the time-keeper, who will permit employees to
go to the cloakroom for wraps and pass them out.
Employees must not leave their departments to go to any other part of
the store without informing the head of the department, or assistant,
and obtaining permission.
Employees desiring to purchase goods for themselves are expected to do
so during the least busy hours, usually from 8 to 9 A. M. A pass to
purchase must be obtained from the head of the department. This pass is
exchanged for a purchasing card. All employees' purchases must be made
on purchasing card and sent by the regular delivery. If for any reason a
parcel cannot be sent by the regular delivery, and employee is to carry
it home, these parcels must be O. K.'d by the proper party. A numbered
check is given to the employee and a duplicate attached to the parcel.
By presenting this check at the exit door, the package is delivered to
the proper party. Parcels are not allowed to be carried into the store
by employees. The wagons call upon request and deliver packages to the
parcel office, where they may be obtained.
Employees are to avoid gossiping and not allow their time to be taken up
with friends who desire to visit with them during business hours. Loud
conversation to be avoided.
Business hours not to be occupied in reading books, papers, letter
writing, needlework, etc. Loafing or wasting time away from departments
not allowed.
Extravagance and display in dress to be avoided. The use of striking
colors and patterns is objectionable. The costume should be modest and
neat in appearance.
Employees are expected to be courteous to each other, using the same
dignity, respect, and care in add dressing others that they feel they
are entitled to themselves.
Should clerks be deserving of censure, it should be done in a
gentlemanly manner, not before other employees or customers, thus
retaining the respect of each other.
The use of gum or tobacco, eating nuts, fruits, candy, or lunches during
business hours is strongly objected to. Loitering around the outside of
the building, on the corners or at the entrances, expectorating on the
walks and giving the premises an untidy appearance will not be
permitted. Defacing the walls, counters or fixtures, or abusing the
property in any way, means immediate dismissal.
All employees must learn to obey the orders of those whose authority is
recognized, and be governed by the rules and regulations of the house;
not only because they must, but for their own individual interests, and
the interests of the house in general. Some rules may appear rigid, but
they are deemed necessary, and, therefore, must be obeyed, and the
living up to them is not intended to be a reflection on the self-respect
of any one.
Mechanical Section.
Underneath the selling space in these large stores lies the network of
machinery, all necessary for the prompt and careful adjustment of each
day's work, furnishing the power for heating, lighting, elevator
service, etc. Modern automatic sprinkler system always ready for an
emergency, rendering the property and merchandise as nearly fireproof as
possible, aided by a corps of properly-drilled firemen taken from the
regular employees staff. Pneumatic cash system connecting with every
part of the store selling space; not only utilized for carrying cash,
but also providing the means of ventilation, by using up and discharging
thousands of cubic feet of impure air regularly, and bringing fresh air
into the building constantly. Complete staffs of engineers, carpenters,
painters, etc., are almost constantly employed in looking after
additions, alterations, and repairs, thus keeping the whole building in
perfect condition. All are under the direct management of experts, whose
mechanical skill is utilized to assist in rendering the store service
complete, and whose services are recognised on an equality with those
occupying the most responsible positions in connection with the
business.
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