Sales & Office Procedures

1.0 Punctuality & Office Hours

1.1 Official Hours & Schedules

Customer-Facing Hours: Monday - Friday, 8:00 AM to 5:00 PM

Team Member Schedules:

1.2 The "Ready to Work" Standard

1.3 Emergency Lateness/Absence Policy

• If a true emergency prevents you from being on time, you must text or call Erik at least 30 minutes prior to your start time.
• This is critical for planning office and customer coverage.

2.0 Customer Service & Presence

2.1 Phone Policy

• The phone must be answered by the third ring. This is a shared team responsibility.
• Coverage is mandatory. If you must step away from your desk (e.g., to the restroom or warehouse), you must inform another team member to ensure the phone is covered.

2.2 Showroom & Customer Greeting

• All office doors must be kept open throughout the day.
• Team members must be visible, approachable, and ready to greet any customer who walks into the showroom.
• You must be actively listening for the front door opening and the office bell being rung by a customer.

2.3 Digital Communications (Go-To App)

• The Go-To app must be kept on and visible at all times.
• Team members are responsible for continuously checking and responding to customer text messages.

3.0 Sales & Account Management

3.1 Best Practice: Reaching Customers

Our data shows a clear pattern for effective communication:

• Office/Main Lines: ~50% Answer Rate
• Cell Phones: ~80% Answer Rate

3.2 Mockups & Payment

• Nika and Taneisha are responsible for creating, sending, and managing their own virtual mockups and receiving customer payments.

3.3 Customer Relations

• Nika and Taneisha are each responsible for sending 2-3 thank-you letters per week.

4.0 Daily Operational Responsibilities