Business experience of opening a store: all kinds of store business optimization and management deta

Chapter 28 Business Classic Ten: Handling Abnormal Situations Properly (2)
The most difficult thing to deal with is the customer who refuses to cooperate and resists and says "it's fine if you give the money", and the customer who doesn't know how to reflect on his behavior.At this time, there is no other way but to turn him over to the police immediately as a criminal.When things get to this point, if it's a female guest who has the sudden idea of ​​stealing, you might as well bring the topic to the child or her husband, so that she can probably be softened instead of resisting.

7 If you can't find the stolen goods, you can only apologize

Although you are sure that there has been a theft, you may not be able to find the stolen goods. In this case, it is nothing but the other party's cunning to get off the crime, so there is no other way but to apologize to him.Otherwise, you may be accused by the guests of coercion, human rights violations, reputation damage and spiritual compensation.

Dealing with the thief problem must be very cautious, and taking precautions in advance is the best policy.

[-]. Contingency measures in case of robbery
How to respond to robbery

Robbery usually happens before closing time or late at night. Faced with a robbery case, the first thing to do is to get the criminals to leave as soon as possible, because the longer the criminals stay in the store, the greater the chance of causing harm to employees and customers .Therefore, the primary purpose of handling robbery cases is to avoid violence.It is handled as follows:

Protect the cashiers and cashiers, and take the opportunity to record the appearance, accent, height, figure, clothing and equipment of the robbers.

If you ask about the location and number of the safe, you will always say that you don't know.

Personal safety is the first priority, and property damage is the second.

Pay attention to the escape direction of the culprits. If they use transportation, write down the license plate number, model, and color.

Make an alarm as soon as possible and report to the head office or the person in charge.

What should employees pay attention to in case of robbery?
1 cashier
Do not argue with gangsters, so as not to trigger their murder.It is also not necessary to offer information unsolicited, just answer their questions briefly.

2 other employees
Keep calm and don't run around, lest the gangsters panic and trigger their violent tendencies. Of course, you should stay as far away from the gangsters as possible.

Be alert, and carefully observe and note the traitors of the criminals.

If someone in the store is kidnapped as a hostage, try to cooperate with the gangster's request and don't show a panicked look.

How to pay attention to anti-robbery signals
In many cases, as long as proper precautions are taken and no opportunities are left for criminals, there is no risk of robbery.Therefore, during the daily operation of the store, employees should be educated to pay close attention to the warning signs of anti-robbery, so as to prevent problems before they happen.

1 In hot climates, people wearing coats may have hidden equipment
Response measures:

a. Inform other staff to observe him (her).

b. Came forward to greet and talk politely, and asked him (her) if the temperature in the store was satisfactory, and asked him to take off his coat.

2 The car is parked in front of the store or in the parking lot, and someone is waiting in the car

Response measures:

a. Try to confirm whether the people in the car are customers waiting in the store.

b. If possible, observe and record the number, model, color and residence time of the vehicle.

3 Customers who shop alone, still stand in the store after shopping and refuse to leave

Response measures:

a. Ask the service staff to come forward and greet politely: "Do you need anything else?"

b. Chatting with customers and gossiping about family affairs, making them feel that you are already paying attention to them, which can deter criminals from committing crimes.

4Someone or a group of people loitering or staying outside the shop door
Response measures:

a. Closely observe whether there is any suspicious behavior, and record the physical characteristics.

b. If there are good reasons, politely ask the other party to leave to ensure safety.

c. If the other party continues to hang around outside the store, the police may be notified as appropriate.

5 When you are dealing with money, there are always customers in front of you
Response measures:

a. Greetings with this customer, try to inquire about his residence, name, place of work, etc., and let him (her) know that you have paid attention to him (her).

b. Avoid exposing money and never count money in front of customers.

6Customers enter and exit the store several times during peak business hours

Response measures:

a. Inform other staff members and pay attention to strengthen observation.

b. Greet customers politely if there is anything we can do for you.

c. Come forward to say hello and greetings.

7 There are still cars parked outside the store or in the parking lot after closing

Response measures:

a. Observe the driver and write down the car number, model, color and residence time of the car.

b. Confirm whether the people in the car are waiting for the accomplices in the store.

8 After closing, someone knocked on the door
Response measures:

a. A security system should be installed.

b. After closing, do not let anyone in (such as borrowing the toilet or borrowing the phone, etc.).

What are the principles for dealing with the aftermath of being robbed

1. Manager, Deputy Manager
Immediately notify the police of the location and time of the robbery, and provide the whole story of the robbery and any clues about the gangster, such as appearance, accent, height, figure, clothing, equipment, vehicle number, model, The color and the escape direction of the criminals, etc.

Determine the amount of the loss.

Lock the door and try to keep the crime scene intact until the police arrive.

Ask employees not to leave until police arrive.

2. All employees

Do not touch anything at the crime scene.

Do not talk to each other about what happened.

[-]. Accident handling

How to deal with general accidents
1. Types of accidents

slip and fall

Stepping on soup or food on the floor, obstructions in aisles, chipped furniture, and equipment with sharp corners can cause people to slip and fall.

sprain
The cause is heavy lifting, careless climbing, and failure to use correct handling skills.

scald
It is caused by touching something hot, such as a stove, pan, hot water, hot soup, hot food, hot plate, or heated item.

Cut
The cause is contact with sharp shop decorations, improper use of knives and forks, sharp utensils or kitchen utensils.

Electric shock
It can be caused by touching broken sockets, plugs, cords or improper use of electrical equipment.

Others
Other mechanical injuries, food poisoning, gas poisoning, etc.

2. How to prevent accidents from happening

Once there are oil stains, water stains, soup or food on the ground, it must be cleaned up immediately.

Remove obstructions in work areas, aisles, storage areas, and egresses.

Repair or replace chipped tables, chairs and other fixtures.

Repair broken carpets.

Make sure the high chair is very stable.

Train employees to move goods and lift things correctly.

Proper storage and secure placement of bulky items.

Train relevant personnel in the correct use of various electrical equipment.

Regularly check sockets, plugs, wires, and power switches. If there is any damage, please ask a professional to repair it immediately.

Remove sharp edges from upholstery, furniture, and workbenches, or add protection.

Replace chipped or broken vessels, utensils, or equipment.

Correct use and storage of sharp utensils such as knives and forks and kitchen utensils.

How to deal with other accidents
Among the customers, children have the highest rate of accidental injuries. Therefore, if there are children running and jumping in the store, making noise, or jumping on sofa chairs, you should immediately advise the children and take them back to their seats or hand them over to their parents. Parents look after children.There are many table corners, glass, and mirrors in the restaurant, and the staff serve and close the dishes. If they hit a child, it is easy to be dangerous.

In addition, care should also be taken to prevent children from being caught by the gate when playing at the gate and similar situations. If a staff member finds a child playing by the gate, it is best to take him back to his seat immediately or inform his parents.

Regardless of whether the staff accidentally collided with the customer or the customer accidentally collided with the staff, it may cause injury to the customer. The store should handle it according to the situation and report the result to the head office.

If the staff bumps into the customer accidentally, the general store manager will give the customer an appropriate discount according to the situation, but there is no need to inform the customer. He will tell him when the customer pays the bill: "To express my apology, it can be free or discounted depending on the specific situation."To appease the customer a little, to eliminate their inner unhappiness.

If the catering staff accidentally spills hot food on the customer when serving the food and causes burns, or other injuries are caused by the carelessness of the staff, the restaurant should send the patient to the doctor according to the situation and the customer's wishes, and accompany the injured person to the hospital for diagnosis and treatment, and Report the diagnosis results to the head office for processing, and never make a fuss with the customer's one-sided words, causing meaningless disputes.

Attention should be paid to strengthening the training of service language to reduce the possibility of customer injury, such as expressly displaying the slogans "Be careful of burns" or "The marble floor is very slippery, please be careful when you and your children go downstairs!" on the storefront.Building materials and designs that are prone to danger should be avoided and improved when contracting the project. For example, anti-slip edge strips should be added to stairs, and the corners of tables should be rounded.

If the injury is accidentally caused by the customer, the store is not responsible for medical compensation, but all the medical supplies such as bandages, balm, etc. can be provided immediately.Therefore, a first aid kit should always be kept in the store.

The placement of the first aid kit and the items in it should pay attention to the following principles:
The first aid kit in the store should be placed in a fixed position so that it can be quickly accessed in case of an accident.The first aid kit generally contains the following medical supplies:
first aid manual
Tape, Tape

gauze
band Aid

Abrasion Potion
Cotton, Cotton Swabs
burn ointment
Scissors and pliers
Hydrogen peroxide

How to deal with temporary power outages and water outages

1. Temporary power outage
Find out the cause of the outage and when to fix it.

Cut off the main power supply and all sub-power supplies.

All projects are closed.

After the customers are evacuated, before the power supply is turned off, some work that does not use electricity can be done, such as organizing paper towels, paper boxes, warehouses or cleaning workshops, employee lounges, etc.

After the power supply is restored, turn on the lights and other power supplies in stages, check the circuit, refrigerator, air conditioner, and ice machine, and deal with it in the same way as without water.

If the power outage lasts for a long time and the business cannot be operated, two male employees should be dispatched to protect the cashier, and an employee should be dispatched to stand at the back door.

If the power outage lasts too long, the salesperson needs to appease the customers (because there is no air-conditioning, the customers are prone to anger) and pay for the customers who are about to leave.Because the cash register is unavailable and it takes a long time to issue invoices by hand, if the customer is eager to leave and must ask for an invoice, he can leave his name and address and mail the invoice to him afterwards.

Cash register aftermath.The switch should be in the off position.

If the power supply is restored during business hours, all electrical appliances that need to be preheated, such as ovens, frying pans, etc., must reach the predetermined temperature before food can be prepared, and the required waiting time should be explained to the customer.

2. Temporary water cut off
Find out the reason, and distinguish between regional water cuts in waterworks, water cuts in buildings, or water cuts in the store.

Dishwashers, air conditioners, water-cooled refrigerators, raw drinking water systems, ice machines, soda machines, coffee machines, chocolate machines, etc. cannot be used after the water is cut off, but beer machines, iced tea, and iced coffee are not affected and can continue to be sold .

Turn off the air-conditioning system, leaving only the supply air.

If possible, all meals and beverages are packaged in take-out cartons and paper cups, and served to customers to reduce the use of cups and plates, which can avoid the trouble of not being able to deal with dirty cups and plates due to water outages.

After the water comes, the air-conditioning system should be checked. The water tower must be filled before the air-conditioning can be turned on.

The water-cooled refrigerator needs to be turned on again, and the temperature is set, and the door can only be opened when the temperature drops to the set temperature.

The ice maker resets and cycles once before starting to make ice.

Dispose of all dirty dishes, dishes, etc. immediately.

how to riot
Prevent gangsters from placing explosives to intimidate blackmail, disrupt order, and minimize damage.

Office doors of all departments should be kept closed at all times, and visitors should not be received in the office as much as possible, and identity verification is required when visitors come to the office.Deposit items are absolutely unacceptable. If you must accept deposit items, you should know the identity of the depositor, record the storage time, and clearly mark the deposit.

When leaving the office, unless you can return for a short time, the drawers and managed cabinets must be locked.

If you receive a threatening phone call from a gangster, you must not disclose it to anyone (including your supervisor) except to immediately report it to the store manager. Keep it absolutely secret, so as not to cause panic and other accidents.

When anyone finds suspicious objects or situations, they should immediately report to the store manager, closely monitor the suspicious objects or suspicious situations, do not touch, do not move, keep the original state as much as possible, and wait for the police and other relevant personnel to come to deal with it.

Be sure to close windows, doors and lights after get off work.

Keep the office and warehouse clean at all times. All public and private objects must have a fixed location. If you find suspicious objects, or find suspicious objects that do not belong to the store, do not move them and report to the store manager immediately.

The telephone switchboard, the supervisor's office, and the secretary are the most likely to receive threatening calls.If you receive threatening calls from gangsters, keep calm, avoid panic, prolong the call time as much as possible, and deal with them in a relaxed and gentle tone.

(End of this chapter)