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(Part of this is being given a shopping list, finding the items on the list, ringing the items up and returning them. ( If you are within 10’ of a customer, an employee must smile and greet the person. ( No pointing. If a customer asks where an item is, you must walk the customer to the item. ( If you don’t know the answer to a customer’s question, find someone who does, take the customer over to that person and introduce the other employee by name. ( When Cheryl started, it was the store opening, so she got a lot more on-the-job training. Before customers came in, they opened cheese and put them on display and tried them – lots of sampling. ( Know that employees have different strengths, so have different options for different employees. e.g In cheese, some people are the customer front line, others cut cheese, others label and others order cheese. Motivations and Incentives ( WF is a believer in empowering employees and promoting from within. ( All new employees start on a probation period (either 30, 60, or 90 calendar days), after which they are either voted on or off the team by their fellow employees. This is to make sure the team gels together well. After this “probation period,” employees get a 20% employee discount card. ( About once a month, there is an all-employee meeting in which teams give employees awards for customer service, team player and another type of award (?). From this group, a few are selected for store awards and they get a pin and $50 gift certificate. ( You get incentives for giving seminars to other employees. ( Great benefits, for both full-time and part-time employees. ( WF prides itself on making people happy. WF philosophy is that every negative experience affects ten people, so they do what they can to remedy those situations. Every employee is given the authority to deal with customer service issues as they see fit. ( WF believes that informed customers make better customers. 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