Information
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Document No.
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Region Number
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Studio Visited
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Manager Present
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Prepared By
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Store Team Present (List Names)
ESV
External Showroom Standards
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Is the showroom fascia and any additional signage completely illuminated and clean?
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Is the showroom exterior maintained to a high standard? <br>- Windows clean and smear free <br>- Clean paint work<br>- No rubbish, moss or weeds
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Is the external and window display of a high quality?<br>- P.O.S current and in the correct location<br>- Showroom opening hours clearly visible<br>- All appropriate window vinyl's visible and undamaged
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Is there an A frame present, clean and in the correct location with current P.O.S?
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Is the doorway/entrance to the showroom inviting? <br>- Clean welcome matt<br>- Also no rubbish, leaves, moss or weeds
Internal Shop Floor Standards
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Is the shop floor and building well maintained? <br>- Floors, walls and ceilings clear of scratches, marks and dirt. <br>- All lighting in order. <br>- All inside sills free of dust, cobwebs and debris. <br>- Floors hoovered, cleaned and mopped.
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Is the music playing in the showroom appropriate and creating a good atmosphere?
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Is the showroom temperature comfortable for colleagues and customers? <br>- Stand alone heaters directly plugged into wall sockets only.
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Are uniform standards adhered to by all colleagues? <br>- Smart and tidy appearance. <br>- Dressed 4 Success - professional business attire.
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Is the P.O.S current and Hammonds branded only. <br>- Positioned correctly with no overkill<br>- No home made P.O.S
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Are the furniture displays presented to a high standard?<br>- Correct P.O.S for the range<br>- All furniture free of dust and no smear marks. <br>- Bedspreads and cushions clean and plumped matching range. <br>- Linen washed at least every 6 months.
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Are all Visual Merchandising pieces (lamps, bottles, plants etc) correct for the bay and presented to a high standard?<br>- Clean and functioning<br>- Match the bay visual merchandising pictures<br>- Any that are damaged or missing have been reported
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Are all soft close draws and doors fully operational?
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Is the sample centre compliant?<br>- Fully stocked and to company planogram, numbered and ordered.<br>- Are all current ranges and colours being display within the sample bay. <br>- Discontinued colours and ranges removed. <br>- All samples correctly labelled with the label in correct position (top right hand corner)
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Are the in-showroom interactive displays (tv range guides) in order? <br>- Switched on. <br>- Up to date product Ranges.
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Are all digital P.O.S screens in working order with latest offers on rolling loop? <br>- If not it has been reported.
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Is the showroom Tablet clean, charged, in use and not left unattended? <br>- Tablet is loaded with all documents and images that add value to a demonstration. <br>- Tablet best practice usage sheet available and best practices being adhered to.<br>- Role play with a team member on how it is used in demonstration.
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Is the booking desk clean, de cluttered and fully operational creating a welcoming environment for the customer?<br>- Clean, uncluttered and fully operational<br>- No missing electrical equipment (monitor, keyboard, mouse etc). <br>- Only necessary paperwork and stationary that is kept neat and tidy. <br>- No food or drink to be stored or consumed on shop floor. <br>- Are all google laminated desk top mats in place and being used.
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Are all bins out of customer sight and emptied regularly?
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Are security guidelines adhered to?<br>- PC locked when not in use avoiding GDPR breaches<br>- Showroom tablet kept on person at all times. <br>- Door to back of house always closed.
Back Of House Standards
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Is the back of house well maintained? <br>- Store room or areas used for storage tidy, clean and hygienic.<br>- Lighting in order and all electrical equipment clean and in working order
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Is the kitchen cleanliness of a high standard? <br>- Empty bins. <br>- Clean sink, microwave, fridge and surfaces. <br>- Food items stored away safely. <br>- Tea towels washed and fresh
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Is the bathroom cleanliness of a high standard? <br>- Clean mirrors. <br>- Sinks cleaned. <br>- Hand dryer in working order.<br>- Toilet linen washed and fresh.<br>- Appropriate levels of soap and hand gels available for both team members and customer usage
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Are all posters, store training aids, team information and company messages displayed in correct areas?
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All team only areas clearly marked, locked at all times and key removed from lock?
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Are all employee belongings stored in a designated and secured area?
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Are all surplus brochures stored neatly and stock levels controlled?<br>- Bedrooms<br>- Sliding Doors <br>- Home Storage<br>- Stair Space<br>- Moments Magazines<br>- Wish Lists/Charters
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Have any designer kits left within the showroom been reported to the RRM?
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Is the space clear of surplus fixtures, fittings and P.O.S?
Health and Safety Standards
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When working alone has the buddy showroom been contacted at the correct times ensuring safety? <br>- 10.30am<br>- 14.30pm<br>- 16.30pm<br>- Hammonds showrooms only.
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Is there a fire strategy in place & complete?<br>- Have all team members taken part in a fire drill to test that the evacuation procedures are understood?
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Is there a documented evacuation procedure or emergency plan, that includes provision for ensuring <br>everyone has been evacuated? <br>- There is a plan on the wall, in appropriate areas, indicating the evacuation procedure. <br>- All employees fully aware of the evacuation procedures, including their own responsibilities. <br>- Signed fire assembly areas in safe locations.
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Are all escape route standards adhered to? <br>- Clearly indicated with correct signage<br>- All doors on escape routes open in the direction of travel and open easily with one movement. <br>- Accessible & free from obstruction, tripping or slipping hazards and not used for storage. <br>- Floor surfaces, stairs, and handrails free from damage & safe.<br>- Routes adequately illuminated for the times the building is occupied.
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Has the monthly emergency lighting test been completed? <br>- Recorded in the fire safety logbook. <br>- Hammonds showrooms only.
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Has the weekly fire alarm test and routine check of the fire precautions been completed? <br>- Check fire alarm panel is fault free. <br>- Recorded in the fire safety logbook. <br>- Hammonds showrooms only.
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Are the fire extinguishers accessible and suitably located? <br>- The correct signage provided.
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Are all fire extinguisher standards adhered to? <br>- All fire extinguishers have been serviced within the last 12 months. <br>- All team members trained to use fire extinguishers.
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Are all fire door standards adhered to? <br>- Clearly marked with the correct signage.<br>- Closers and latches adequately maintained. <br>- Close at an appropriate speed.<br>- Latch working effectively to keep closed.
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Have all staff received all appropriate fire safety training in the last 12 months?<br>- All new staff given a fire safety induction on their first day in the workplace?
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Are any flammable liquids, chemicals or solvents stored away correctly?<br>- Bleach and cleaning products out of reach.
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Has all electrical equipment been PAT tested and PAT testing up to date?
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Are extension leads, cable extension reels or socket adapters being used correctly?<br>- No extension leads or socket adapters overloaded. <br>- No extension leads or socket adapters daisy chained (one extension lead plugged into another extension lead).
Administration
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Is all paperwork filed/disposed of correctly in line with GDPR regulations?
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Has a RA001 Retail Risk Assessment been completed in the last 12 months or since a new team member joined the studio? <br>- Hammonds only showrooms.
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Has the monthly meter reading been submitted? <br>- 1st of every month. <br>- Hammonds showrooms only.
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Public Liability certificate on display and correct date.
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Phone divert on playing recorded message ensuring a professional customer experience.
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Effective cleaning Rota in use and being signed off?
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Stationary and cleaning materials up to date. Request made for anything missing. <br>- C.O.S.H.H compliant.
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Are any studio diaries/day books adding value and contain no personal details?<br>- Daily Diary being completed and sent to RRM as requested.
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Is there sufficient evidence of effort to support team training?<br>- Coaching and training logs up to date<br>- Evidence of weekly training sessions as a minimum available.
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Can a team member talk you through their personal self development achievements?
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Showroom mangers appraisal action plan in place and being worked with all training recorded.
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Manager completed/working through actions from previous RRM visit with evidence of effort to support?
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Previous ESV actions completed or in progress with clear evidence of effort?
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Previous period Better to Best observations training needs identified completed or in progress with all training recorded?
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Have all team member appraisals been completed by the showroom manager with the team members development at the heart of them?
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E learning all up to date for all team members?
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Holidays planned, requested, authorised and recorded on S&M and cover arranged? - <br>- 25% to be taken during February, March and April<br>- 50% to be taken during May, June, July, August and September<br>- 25% to be taken during October, November and December (including Christmas)
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Have all new starters been given and talked through their induction pack?
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Has the new team member had their GBW16 review date confirmed and completed?
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Have all team members been coached on how to log accidents and near misses and are the reporting forms easily accessible to all?
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Have any team members who have been off due to illness had a return to work discussion form completed?
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Have any team member currently away from work due to sickness had their weekly catch up welfare call?
Appointment Booking Standards
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Are the team habitually booking into 48 hours or next available slot? <br>- 60% minimum expectation
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Are the appointment notes of a good standard with relevant and useful information aligned to local designers?<br>- If witnessed a customer interaction were the notes applied when customer was present?
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Are customers being taken through the customer charter, wish list and google reviews being requested? <br>- bring up call log and call 5 customers
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Is the studio cancellation rate under control? <br>- Under 12%<br>- Team members with cancellation rate +12% being actively coached and training documented?
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Is there any evidence of appointments being moved excessively? <br>- Do the team understand the process
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Are all post appointment calls being made and completed effectively with a world class customer journey in mind? <br>- 1 call each day made over three consecutive day 2 days after appointment has been sat.<br>- Effective and detailed feedback being completed on the S&M. <br>- Important feedback being sent to the DSM directly.
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Pre and post tracker showing growth in number of revisits?
Sales information and Commercial Awareness
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Does a team member know their weekly and period targets?
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Do the team members know their showroom results week to date, period to date and previous period results?
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Do the team fully understand and can demonstrate how to introduce and use current sales and finance offers effectively?
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Can a team member show you where to find all the key demonstration areas in the showroom? (Hotspots)
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Can each team member confidently introduce a bay and demonstrate 5 Features, Advantages and Benefits (FABS) from any ranges category?
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Are the team aware of competitor activity current offers and recently mystery shopped? <br>- At least 1 competitor from your local area.
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Can the showroom manager confidently talk through the retail attainment triangle and how the three points positively effect performance?<br>- Showroom manager to score their showroom 1-10 with 10 being perfect.
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Is the individual performance tracker being used effectively to identify coaching and training development needs?
Customer Experience and Online Presence
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Does a team member know how to confidently talk a customer through a google review?
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Can a team member tell you the current number of Google reviews and star rating for themselves and showroom?
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Does a team member fully understand why delivering great customer experiences benefits both the individual Studio and business performance?
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When was the last in showroom visit from a local designer? <br>- Are the team in regular constructive contact with local design team.
The Hammonds Way
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Is there a copy of The Hammonds Way Booklet in the showroom and easily accessed by all team members?
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All new team members have been talked through The Hammonds Way and understand.
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Can the showroom manager confidently talk through The Hammonds Way and explain all of the categories effectively?
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Can the showroom manager demonstrate what progressive actions have been made since Brand Immersion?
Overall summary / Additional Comments and actions
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RRM observations from visit
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RRM Sign off
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SM Sign off
