Be the best store manager

Chapter 25 Exception Transaction Handling
The concept that should be faced with abnormal affairs

As the saying goes, "There are unpredictable events in the sky, and people have misfortunes and blessings." It shows that emergencies will not be influenced by people's will, but happen from time to time.The same is true for store operations, which often face various abnormal events.

A good store must not only meet the shopping needs of consumers, but also provide consumers with a safe and comfortable shopping environment.In particular, more and more chain stores (such as supermarket chains and convenience stores) require long hours of operation and cash transactions, and mainly use open sales methods, so safety management must not be relaxed.It is the unshirkable responsibility of the store manager to effectively carry out various safety management operations in the store.

A crisis is a turning point. Only when there are abnormal events will there be heroes to save the beauty. For a store manager, the occurrence of abnormal events can prove the commitment of the store, the responsible attitude of the store, the principle of customer first, and the qualification of the store. Become the first brand in the minds of customers.Therefore, the occurrence of abnormal events should not be used as a good opportunity for the store to lose customers, but to provide an opportunity for the store to integrate more closely with customers.

An emergency in the store is the time to test the quality and ability of the store manager.In this case, as an excellent store manager, you must take the lead and set an example for all the store employees. You must be calm in the face of danger, analyze and evaluate the situation calmly, and then use your own judgment to decisively take corresponding actions. countermeasures.

1. Consumer safety first
Stores have obligations and responsibilities for consumers' safe shopping.

Due to the evolution of the store management form and the change of consumers' shopping habits, many stores have become places for consumers to relax, shop and entertain, and it can even be said to have become a part of life.Especially during holidays and daily customer peak hours, there is an endless stream of customers in the store.At this time, the source of customers covers almost all age groups, and the shopping time of customers ranges from a few minutes to several hours.Therefore, from the moment customers step into the business area of ​​the store, the store must guarantee the safety of consumers' lives and property.Especially when stores engage in promotional activities, special attention must be paid to safety management.This is the obligation and responsibility of the store.

2. Strengthen safety operation management and reduce store losses

The occurrence of abnormal incidents makes the store not only have to face the loss of property caused by the destruction of store decoration, equipment and goods, but also may have to bear the huge compensation problem of many direct victims such as employees and customers, which in turn affects the entire chain's reputation.The so-called preventive measures, perfect store safety management can not only reduce the probability of accidents, but also ensure the safety of personnel's life and property, and minimize the loss of store property.

3. Maintain good community relations

Usually, the daily operation activities of the store always have an impact on the surrounding residents or units to a certain extent.There are a large number of people entering and leaving the store every day, and it is quite complicated, which makes the activities of the store directly or indirectly affect the residents, units or passers-by around the store.In particular, most of the customers in supermarkets come from neighboring residents. If the rights or safety of others are hindered in operation or management, it will not only lead to joint protests and boycotts, but also affect the normal operation and business of the store.Therefore, perfect safety operation management can maintain good community relations and maintain a good image of chain enterprises.

4. Ensuring employee safety at work

The safe operation of the entire store and the improvement of equipment are closely related to the health and life safety of employees.A safe working environment is shaped by the store itself. The store should provide employees with a safe and healthy working environment. In this way, not only the employees but also the store will benefit.A healthy and safe environment can reduce the anxiety and stress of employees at work, and work with peace of mind, which can indirectly improve work efficiency and ultimately increase the profit of the store.At the same time, the store manager can also use this to instill correct safety management concepts into employees to ensure the safety of the store.

The abnormal transactions faced by the store are mainly divided into two parts: the controllable part and the uncontrollable part.Abnormal events that can be controlled include some daily power outages, water outages, fires, floods, emergency out-of-stock goods, changes in store personnel, and other adverse effects caused by these events in the store. Timely solution.

Some uncontrollable abnormal events are mainly caused by some non-man-made natural disasters and man-made disasters that make the store difficult to control. Of course, the crisis management system of the store cannot be unfounded, otherwise it will lead to an increase in the management cost of the store and increase the operating risk of the store.

Based on the characteristics of the above two crises, stores should educate employees to have the awareness of preventing and responding to crises. For common natural crises, such as fires and earthquakes, there should be clear documents stipulating how employees should respond.Stores must not ignore abnormal transaction handling, and must have corresponding plans.

A certain supermarket is crowded with people, and every customer's shopping cart is piled up to the brim. The cashier counter is "blocked", and customers line up in a long queue to wait for the checkout.It was already past 8 o'clock in the evening, and the customers were tired and hungry, and impatient to wait, so someone opened the package and started to eat the unpaid food, and then everyone followed suit, making the situation very embarrassing.After seeing this, the manager of the store did not call security to stop him, nor did he close the door to drive away customers. Instead, he told customers to keep them waiting for a long time, and the store felt sorry for them. Please eat first and then pay, so that customers can experience The store is different.

We can see from this that when an abnormal event occurs, the store manager's attitude and method of handling it will play a positive or negative role.Clever handling methods can not only resolve the conflicts between the two parties, but also play a role in maintaining the image of the store.Customers who are satisfied with the service will become free propagandists of the store, bringing more loyal customers to the store.

exception transaction scope

Common abnormal transactions in stores are as follows:
1. Personnel accident
Personnel accidents refer to personnel risks arising from customers or employees in the store.For example: Injury, food poisoning, death, occupational disease, infectious disease, disappearance, kidnapping, violence and defamation, etc.

2. Personnel crime
Intra-company crimes such as embezzlement, tax evasion, bribery, etc.

Accidents outside the company, such as fraud, corporate espionage, theft, etc.

3. Sudden power failure
Sudden power outage refers to a sudden power outage without any prior notice during business hours.

4. Operational risk
Refers to malicious or intentional rumors, misleading customers based on speculation, etc.Such as product liability, public nuisance, or illegal acquisition of corporate secrets, consumer complaints, reports, internal whistleblowers, lawsuits, corporate intimidation, civil violence, etc.

5. fire
Fires can be divided into general fires and major fires.

6. Bad weather
Severe weather refers to typhoon, heavy rain, high temperature, lightning strike, tsunami and other weather.This kind of weather can generally be predicted in advance through news reports such as TV and radio, so it can be prevented to a certain extent.For example, before the wind and rain become stronger, items such as store signs and ornamental plants can be stored in the store in advance, and places that may be dangerous can be inspected, and items that may be blown away by the storm can be fixed.Because storms often bring external things to smash the glass of the store, the glass windows should be sealed with adhesive tape in advance.

In addition, in order to prevent the intrusion of floods, food raw materials should be moved to the second floor of the store in advance.As for the POS machine, because it cannot be soaked in water, it is necessary to seal the windows and other places where water may enter with adhesive tape.

7. Earthquake
Earthquakes are difficult to predict, and there are probably very few people who have experienced major earthquakes in their daily lives. However, in any case, minimizing casualties during an earthquake is inseparable from the store manager's usual protective drills and on-the-spot calming treatment .

8. Demonstrations or violence

Demonstration or violence refers to demonstrations and demonstrations for political reasons.

9. Threats, intimidation

Stores may also sometimes receive threats or intimidation such as letters and phone calls.

10. Robbery
Robbery is when bandits rob cash registers or customers of money.

11. Riot
Most of the riots occurred inside the store or at the entrance and exit of the store.

11. Explosives

Suspicious objects or suspicious explosives were found in the store.

In addition, it also includes collision, falling, overturning, loss, insect damage, electrical accidents, mechanical accidents and traffic accidents.Every store should formulate a method for dealing with sudden accidents, so that shop assistants can deal with them calmly when encountering accidents.

For example, the store manager of McDonald's always carries a booklet with him, and part of the content in this booklet is red, which is the important things to know about the safety of the store.The white part is what the manager should do first when earthquakes, fires, typhoons, thefts, and customer claims occur, including response methods, action rules, and reorganization of business rules.When a fire or fire danger occurs, the store manager should be the person in charge of the evacuation work of the store.If the store manager is not there, the store manager will direct, but must get in touch with the store manager.

Control points before, during and after abnormal transactions

In order to prevent and control abnormal affairs in time, security management is very necessary.The objects of safety management include not only customers, employees, suppliers, pedestrians, etc., but also the safety of property; in terms of safety management incidents, in addition to sudden accidents, there are also daily routine operations; Outside the area, it also includes public places outside the store area and employees' workplaces; in terms of time, unexpected emergencies may happen at any time.Therefore, the store must do regular safety operation management.As a store manager, you must put the safety operation management of the store at the top of your work.

([-]) Control of daily power outages

1. Precautions
(1) The store manager should grasp the power outage information notified by the power company in advance, and make preparations.

(2) Emergency lights and other emergency lighting tools should be kept in stores, and automatic generators can also be installed in stores where conditions permit.

2. Handling in progress
(1) The store manager should quickly find out the cause of the power outage in order to take corresponding countermeasures.

(2) If there is a sudden power outage at night and it lasts for a long time, the store manager may consider suspending business at this time.

(3) If there is a long-term power outage, the automatic generator must be activated, and the store manager must immediately contact the competent department of the headquarters.

(4) The store manager should lock the safe and the store manager's room immediately.

(5) The store manager should quickly assign personnel to the vicinity of the cash register and in the store to ensure the safety of cash and goods.

(6) The store manager should appease the customers in a polite and calm tone, and ask the customers to forgive the inconvenience caused by the power outage.

(7) The store manager must assign the deputy store manager or two or more other management personnel to guard the back door to prevent employees from taking advantage of power outages to have bad behavior or actions.

(8) The cashier should quickly close the drawer.

3. Post processing
(1) Check the goods and property in the store.

(2) Check whether there are abnormal conditions inside and outside the store.

(3) Wait for things to return to normal before starting normal business.

([-]) Fire safety control
1. Prevention beforehand
(1) Strengthen daily fire prevention management
Store managers should conscientiously perform fire safety management duties in accordance with the requirements of the Fire Protection Law.The store manager is fully responsible for the fire safety of the store.The store manager should be responsible for the fire safety management of the store, and is also the person in charge of the store's fire prevention.Stores should establish and improve the fire safety management system and fire safety operating procedures, and earnestly implement them; establish a level-by-level fire safety responsibility system and sign a fire safety responsibility letter; Under unified management; stores should be equipped with necessary full-time and part-time fire safety management personnel, regularly conduct fire safety education and training for employees and key types of workers, and regularly organize fire safety inspections to eliminate fire hazards in time; establish and improve voluntary fire protection organizations, formulate Fire extinguishing plan and emergency evacuation plan, and regularly organize drills; stores with automatic fire-fighting facilities establish regular inspection, testing, and maintenance systems, and strengthen the training of fire control operators and on-duty inspections; regular inspections and maintenance of fire-fighting equipment are required. The fire-fighting equipment can be used in good condition; it is necessary to establish a fire-proof file and carefully register the fire-fighting work of the store.

(2) Strict fire management
Small transit warehouses, service processing and repair departments for household appliances, clocks and watches, glasses, etc. in stores should be set up independently from the business hall; during the process of setting up, installing, overhauling, and counter renovation of the store, the business area and the decoration area should be separated by fire protection. When electric welding and cutting operations are used, the fire use approval system should be implemented before the operation is fired. The site must be supervised by someone, equipped with fire-fighting equipment, and prepared for fire-fighting.

(3) Strengthen the management of flammable commodities

When dealing in flammable and dangerous products such as nail polish, typing paper, butane gas, etc. in the store, the inventory should be controlled within 2 days of sales, and at the same time, prevent direct sunlight, separate it from other high-temperature electric heating appliances, and store it properly.

Stores located on the basement level are strictly prohibited from selling fireworks, starting gun paper, gasoline, kerosene, alcohol, paint and other flammable products.When using flammable and explosive liquids such as alcohol and gasoline to clean parts such as clock repairs and camera repairs, open flames are prohibited on site.A small amount of flammable liquids for daily use should be put into a closed container and opened as needed, and the unused ones should be sent back to the special warehouse, and should not be stored on site.

(4) Set eye-catching safety evacuation routes and signs

For example, indicator lights for safe evacuation exits and "no smoking" signs. At the same time, it is necessary to ensure that the safe evacuation signs in the store are clearly effective, the evacuation routes are simple and clear, and the no-smoking signs are eye-catching.

2. Handling in progress
(1) Turn off all electrical equipment except lights.

(2) Immediately call 119 for the fire alarm and report to the store manager.

(3) Inform all employees to immediately perform tasks according to the establishment of the "safety management team".

(4) Take the evacuation of all personnel as the top priority, immediately evacuate the customers in the store and leave the scene quickly.

(5) Follow the command of the commander-in-chief or firefighters, keep calm, rescue money and important materials according to the usual fire drills, and quickly transfer the cash and valuables to a safe place.

(6) Take the injured customers and employees to the hospital immediately.

(7) Personal safety is the most important thing. Do not endanger your own safety by rescuing cash or fighting fire.

(8) The rescued money, property and important materials should be guarded by special personnel to prevent criminals from taking advantage of the fire.

(9) If there is thick smoke, crawl on the ground and leave the scene quickly; try to avoid turning on electrical equipment, and do not touch it with your hands or body.

(10) Do not use the elevator, try to evacuate by stairs.

3. Post processing
(1) After leaving the store, gather at a nearby designated place and quickly count the number of people.

(2) Do not re-enter the fire scene without the permission of the firefighters.

(3) The store manager should report to the superior in time.

(4) Check the loss of property and make a list.

(5) Cooperate with the public security and firefighting units to investigate the cause of the fire, analyze the responsibility and deal with the emergency.

(6) Assess the event loss, review and propose corrective measures.

([-]) Unsafe store display management
1. Unsafe store furnishings
Unsafe store furnishings are likely to cause accidents to customers or employees during store activities, mainly including the following situations:

(1) Product display is not safe
If the products in the store are displayed too high, or if they are not neatly placed on the shelves, it is easy to cause the products to fall due to human collision, causing accidental injuries to customers or employees.

(2) Store decoration is not safe

In order to attract consumers, chain business operators often invest heavily in decoration.But in addition to beauty, you must also pay attention to safety.For example: Some chain stores like to use glass for decoration, but glass products are fragile, and in addition to causing injury, it is not easy to clean.

(3) The shelf display is not safe

Improper placement, instability or protruding corners of the shelf display may cause accidents when customers are shopping.

(4) Lack of safety measures on the ground
If the ground is slippery or water spots appear, if they are not dealt with immediately, it will also cause customers or employees to slip and fall while walking and cause injuries.

(5) Improper working methods of employees
Improper working methods of employees may cause injury to customers or employees themselves.For example, improper replenishment operations, improper use of large carts, and improper unloading operations can cause items to drop and injure or crush customers and employees.

2. Precautions
(1) If there are broken glass fragments and sharp broken objects inside and outside the store, they should be cleaned up immediately.

(2) When the damaged or cracked glassware is in danger of being cut, it should be temporarily pasted with adhesive tape or suspended from use.

(3) Employees must use firm ladders to ascend.

(4) Employees should not stand on cardboard boxes, wooden boxes or other items that are easy to sink and dump.

(5) When lifting heavy objects, employees should squat down first, and then straighten their legs to lift the objects.

(6) Employees cannot lift objects with back strength.

(7) Do not place heavy items in non-load-bearing cabinets such as glass cabinets, and do not put your hands or upper body on them.

(8) If any obstacle is found on the aisle, it should be removed immediately to prevent customers or employees from knocking or falling.

(9) When there are protruding sharp objects on the display rack or POP display rack where the goods are displayed, they should be adjusted and improved to avoid hurting people.

(10) Employees should not run in the store and should walk slowly.

3. Handling in progress
(1) If the injured person is an employee of the store, he should be sent to the hospital for treatment depending on the injury and report to the relevant department of the chain enterprise headquarters. In serious cases, the family should be notified.

(2) If the injured person is a customer, if the injury is minor, the customer will be dealt with briefly first, and the store manager will give a small gift to apologize; if the person needs to be sent to the hospital for treatment, the relevant competent department of the headquarters must be notified, and the superior will come forward and Give gifts to apologize, and pay for medical expenses; serious cases should immediately notify their family members.

(3) The first priority is to rescue and send to the hospital for treatment, and do not quarrel or pursue responsibility at the scene.

(4) The scene should be cleaned up as soon as possible, so as not to affect the continuation of the store's business, and also to avoid further accidents.

4. Post processing
(1) Review the cause of the incident and the actual handling result.

(2) Make a case, notify the headquarters, and communicate the procedures and results to all employees in the store.

([-]) Emergency Response Plan

For all kinds of emergencies, we must prepare in advance, formulate contingency methods, and arrange suitable personnel to deal with various problems during and after emergencies, so that these people can understand in advance when facing different emergencies. What should they do in response.This work must be arranged in a unified manner under the mutual coordination of all relevant departments of the enterprise, and we must not fight unprepared battles.

1. Set up an abnormal transaction handling team
The store manager or supervisor above the manager level and the public relations department (administrative department) are mainly responsible for the affairs, grasp the development trend of the overall situation, and report the development status and resolution results to the headquarters in a timely manner.

2. Spokesperson system

When an abnormal situation occurs, the spokesperson will introduce the truth of the incident and the efforts made by the company on behalf of the company internally and externally.When encountering an emergency, it may cause a certain degree of confusion, and cause people a feeling of tension and fear psychologically. At this time, various rumors are most likely to spread.In order to prevent the spread of rumors and maintain the corporate image, the spokesperson should announce the truth in a timely and appropriate manner, let people understand the situation, analyze and judge the matter rationally, and then take measures to solve it.

3. Formulate emergency plans

Emergency plans are an important part of store safety efforts.It is a preparedness plan formulated in written form to prepare for various emergencies.

Make arrangements in advance on how to cooperate with the communication industry in emergencies, including establishing relationships between employees and relevant people in the communication industry, so that they have a clear understanding of the basic situation of the company.

When emergencies arise, be prepared to describe the events in language that is easy for the general public to understand.At the same time, prepare a convincing document to explain the truth of the emergency situation with accurate data.

(1) Determine the regulations for press release.

(2) Handling procedures for various emergencies.

(3) The list, contact numbers and permanent residence addresses of employees with various specialties, including first responders, artificial respiration rescuers, electricians, mechanics, etc.

(4) Maintenance and configuration of equipment (emergency lighting, backup generators, backup drainage pumps, radio walkie-talkies, etc.).

(5) The address book in case of emergency, including the contact information of store personnel, fire brigade, public security bureau, Red Cross, nearest hospital, etc.

4. It is necessary to quickly modify the reservation plan in specific actions

Since the occurrence of emergencies is unpredictable, and the degree and scope of damage caused by emergencies cannot be estimated in advance, it is impossible for us to make all preparations in the emergency plan formulated in advance. Quickly modify the booking plan in action to complete.

In mid-April 2005, major domestic media reprinted a report from the British Evening Standard: Dozens of supermarket products, including brands such as Colgate, contained triclosan.Triclosan reacts with chlorine in tap water to form chloroform, which is listed by the EPA as a probable human carcinogen.This report is based on researcher Peter?Wixland's "Too Clean Can Be Bad for Your Health and the Environment."

With the spread of this news in China, Colgate's brand trust among Chinese consumers has declined rapidly, and the sales of Colgate toothpaste have dropped significantly compared to before.As of 4:20 am on April 0, a total of 15 people participated in the online survey of Sina.com, of which 60025 said they would no longer buy Colgate toothpaste.

Faced with this situation, Colgate immediately set up a crisis management team, held a press conference, and issued a statement in the mainstream media.Colgate also played Peter?A recording from Vickersland, in which he stated that his research was only about the chemical reaction between tap water and cleansers containing jade pure, not toothpaste at all. The Evening Standard's report that some toothpastes were removed from the shelves of Marks & Spencer in the UK was clearly an overreaction to his recent research.Mr. Gao Shiya, President of Colgate Asia Pacific, told reporters: "At Colgate, our job is not just to sell toothpaste. Colgate is known for its product quality and safety assurance. Colgate has carried out many activities to promote oral health around the world. These are all It embodies our most fundamental values—caring about the society we live in and the consumers living in this society.” Because Colgate’s sincerity and efforts have been recognized by the public and the press, the crisis has been turned into safety. The attention to this matter has gradually decreased, the brand image has been maintained, and the popularity and reputation have been improved.

(End of this chapter)