Life as a Legend 5.19.15
4
This previous week we had an issue with a shoplifter, so before it becomes and issue we want to address what to do if we sus- pect someone is shoplifting and how we can prevent it from happening in the Pro Shop. Shoplifters come in all different shapes and sizes, there is not one description to use to detect a shoplifter. However, there are a few different strategies to help put a stop to the shoplifters. Watch for Customers That: Avoid eye contact with you Appear nervous and picks up items with no interest Wander around the store without buy- ing or linger in locations that are hard to monitor Employees Should: Greet every customer that walks into door Stay alert at all times Ask lingering customers if they need help Know “hot spots” or “hot items” common to theft Make sure the store is clear of clutter Have good vision of the entire store If You Suspect Someone is Shoplift- ing: Alert security Alert a manger DO NOT ACCUSE OR TRY TO PHYSICALLY STOP SOMEONE If Someone Shoplifts: Call Security Alert Dan to watch the security footage Document what they stole and their physical description If we follow these different strate- gies, we will be able to put a stop to shoplifting without putting any- one in any physical harm. It is im- portant to use your great customer service skills to make sure items are not subjected to theft. Putting a Stop to Shoplifting What's Happening this Week in Cleveland Think and Drink w/the Extinct @ Natural History Museum 5/20 5:00pm—9:00pm Indians vs Red 5/22 @ 7:05pm Rib cookout @ Jacobs Pavilion 5/22 12:00pm—11:00pm 5/22-5/25 Berea National Rib Cook-Off @ Berea Fairgrounds 5/23 Zac Brown Band @ Blos- som Music Center @ 7pm Indians vs Reds 5/23 @ 4:00pm 5/23– 5/26 Greek Heritage Fes- tival in Tremont Indians vs Red 5/24 @ 1:00pm Life as a legend You don’t have swagger like the pro shop Legends Hospitality—Cleveland Browns Pro Shop Tuesday May 19th 2015 Shoplifting 1 Cleveland Spotlight 1 Did You Know?! 2 Quote of the Week 2 7 Pillars of Legends 3 Special Events 4 Announcements 4 L.E.A.P. 4 Inside this issue: Volume 1, Issue 3 Published by: Samantha Stepp DON’T Try to stop the shoplifter DO Call security
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Transcript of Life as a Legend 5.19.15
This previous week we had an issue with a shoplifter, so before it becomes and issue we want to address what to do if we sus-pect someone is shoplifting and how we can prevent it from happening in the Pro Shop.
Shoplifters come in all different shapes and sizes, there is not one description to use to detect a shoplifter. However, there are a few different strategies to help put a stop to the shoplifters.
Watch for Customers That:
Avoid eye contact with you
Appear nervous and picks up items with no interest
Wander around the store without buy-ing or linger in locations that are hard to monitor
Employees Should:
Greet every customer that walks into door
Stay alert at all times
Ask lingering customers if they need help
Know “hot spots” or “hot items” common to theft
Make sure the store is clear of clutter
Have good vision of the entire store
If You Suspect Someone is Shoplift-ing:
Alert security
Alert a manger
DO NOT ACCUSE OR TRY TO PHYSICALLY STOP SOMEONE
If Someone Shoplifts:
Call Security
Alert Dan to watch the security footage
Document what they stole and their physical description
If we follow these different strate-gies, we will be able to put a stop to shoplifting without putting any-one in any physical harm. It is im-portant to use your great customer service skills to make sure items are not subjected to theft.
Putting a Stop to Shoplifting
What's Happening this
Week in Cleveland
Think and Drink w/the Extinct @ Natural History Museum 5/20 5:00pm—9:00pm
Indians vs Red 5/22 @ 7:05pm
Rib cookout @ Jacobs Pavilion 5/22 12:00pm—11:00pm
5/22-5/25 Berea National Rib Cook-Off @ Berea Fairgrounds
5/23 Zac Brown Band @ Blos-som Music Center @ 7pm
Indians vs Reds 5/23 @ 4:00pm
5/23– 5/26 Greek Heritage Fes-tival in Tremont
Indians vs Red 5/24 @ 1:00pm
Life as a legend
You don’t have swagger like the pro shop
L e g e n d s H o s p i t a l i t y — C l e v e l a n d B r o w n s P r o S h o p
Tuesday May 19th 2015
Shoplifting 1
Cleveland Spotlight 1
Did You Know?! 2
Quote of the Week 2
7 Pillars of Legends 3
Special Events 4
Announcements 4
L.E.A.P. 4
Inside this issue:
Volume 1, Issue 3
Published by:
Samantha Stepp
DON’T
Try to
stop the
shoplifter
DO
Call security
Page 2
Customer Service Statistic
78% of consumers have bailed on a transaction be-
cause of a poor service experience
- American Express
" You miss 100 percent of the shots you don’t take”
"Wayne Gretzky
Page 3
The 7 Pillars
Look the Part
Everyone Works Together
as a Team
Guest Satisfaction is the #1
Priority
Educated and Empathetic
Employees
No Limit on Excellence
Do your Part
Safety and Standards
of Legends
Teamwork is one of the most
essential aspects of working for
Legends.
We don’t want to just say we are
a team, we want to show it
through actions; because actions
speak louder than words.
We all know that one guy that
“loves” his team but never prac-
tices teamwork, we don’t want to
be “that guy”.
Here at the Browns Pro Shop not
only are we going to work togeth-
er inside the Pro Shop but out-
side as well. We are going to be
doing different volunteering ac-
tivities to get everyone involved
and bring our team closer togeth-
er.
Teamwork makes the dream
work. So if you ever see someone struggling
to find an item, pick up a box, confused
about the register, or anything at all; see if
you are able to help them out.
We all have our different strengths and
weakness which make all of us unique in our
very own ways. When we put all of our
strengths together we are empowered to ac-
complish great things.
Welcome to the Dream Team!
L isten, give them your full attention
E mphasize and give sincere apology
A cknowledge the situation, verify the information, don’t make any unreasonable promises
P roduce a solution, a concrete commitment and follow through
Customer Service Tip: L.E.A.P. to Resolve
Issues
Birthday’s, Holidays and Special Events This
Week!
May 19th Orientation #2 @ 5:30pm
May 20th Be a Millionaire Day
May 21st National Waiter/Waitress Day
May 22nd Buy an Instrument Day
May 23rd Lucky Penny Day
May 24th Brother’s Day
May 25th Memorial Day
100 Alfred Lerner
Way
Cleveland, Ohio
44114
LEGENDS HOSPITALITY– CLEVELAND BROWNS PRO SHOP
(440) 891-7533
Building a legacy of powerful results
with the leaders of global sports,
entertainment and business.
Stay tuned for next
week’s issue
Announcements
1. If you have any ideas/
stories you would like
to share email
2. Know of any nonprofit
groups? We will be
recruiting nonprofits
for game days shortly.
Talk to Samantha
about how to get in-
volved.
3. Contest: What’s Baby
Davis's Name—
Ends May 24th
Congratulations
CHANDON
DIANTE
DOUG
This week’s contest winners! They went above and
beyond to get us 4 surveys this week!
Come see Sam for your prizes!
