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 Store Standards
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Is there an A frame present, clean in the correct location with current P.O.S?
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Is the showroom fascia completely illuminated and clean?
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Is all external and window P.O.S Aligned and displayed correctly?
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Is the store exterior maintained to a high standard?<br>- Windows clean and smear-free including sills and frames<br>- Clean paint work<br>- No rubbish, moss or weeds
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Is the doorway/entrance to the studio inviting, clean and free of rubbish?
Shop Floor Standards
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-Is P.O.S current, Hammonds Branded only. <br>Positioned correctly with no overkill?<br>- No home made P.O.S
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Is the shop floor and building well maintained? <br>- Clean welcome mat and surfaces. <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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Are all health and safety standards adhered to? <br>- Clearly marked fire exits, meeting points and safety procedures. <br>- Available fire extinguisher in appropriate location on shop floor<br>- Shop floor clear of trip hazards
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Is the music playing in studio appropriate and creating a good atmosphere?
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Is the studio temperature comfortable for colleagues and customers?
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Are uniform standards adhered to by all colleagues? <br>- Hammonds badge worn. <br>- Smart and tidy appearance. <br>- Dressed 4 Success - professional business attire.
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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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Is the studio Tablet charged, in use and not left unattended? <br>- Role play with a team member how it’s used in demonstration. <br>- Is the tablet loaded with all documents and images that add value to a demonstration. <br>- Is the tablet best practice usage sheet available and best practices being adhered to.
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Are furniture displays presented to a high standard? <br>- Correct P.O.S for each 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.<br>- Do all Visual Merchandising pieces (lamps, bottles, plants etc) match the bay, clean, functioning and displayed well no overkill
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Are all soft close draws and doors fully operational?
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Are all furniture bay screens in working order with latest offers on rolling loop? <br>- If not has it been reported.
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Is the sample centre being used effectively?<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 label in correct position (top right hand corner)
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Is the booking desk clean, de cluttered and fully operational creating a welcoming environment for the customer?<br>- No missing electrical equipment (monitor, keyboard mouse etc). <br>- Only necessary paperwork and stationary neat and tidy. <br>- No food or drink to be stored or consumed on studio floor. <br>- Are all google laminated desk top mats in place and being used.
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Is the Computer locked when not in use avoiding any GDPR breaches?
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Are all bins out of customer sight and emptied regularly?
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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Are safety procedures/items clear and visible? <br>- Fire exit bar removed and fire exit doors unlocked.<br>- Available fire extinguisher in team break areas/training rooms/kitchens<br>- Safety meeting points visible and do all team members know the evacuation procedures.<br>
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Is the back of house and fire exit areas clear of surplus stock, fixtures, fittings and POS?
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Are all surplus brochures stored neatly and stock levels controlled?
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Is all paperwork filed/disposed of correctly in line with GDPR regulations?
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Is the kitchen cleanliness of a high standard? <br>- Empty bins. <br>- Clean sink, microwave, fridge and surfaces. <br>- Cleaning products and food items stored away safely. <br>- Bleach and cleaning products out of reach of children.
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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>- Towels 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 employee belongings stored in a designated and secured area?
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All team only areas Clearly marked, locked at all times and key removed from lock?
Administration
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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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Has all electrical equipment been PAT tested and PAT testing up to date?
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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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Stationary, cleaning and PPE materials up to date. Request made for anything missing. <br>- C.O.S.H.H compliant.
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Effective cleaning Rota in use and being signed off?
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Are any studio diaries/day books adding value and contain no personal details?
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Is there sufficient evidence 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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331 action plan in place and being worked with all training recorded.
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Manager completed/working through actions from previous period appraisal with evidence to support?
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Previous ESV actions completed or in progress with clear evidence of effort?
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Previous period customer experience observations completed training needs identified and implemented and all training recorded?
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Are all team member appraisals up to date done 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?
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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?
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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>- 40% 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 10%<br>- Team members with cancellation rate +10% 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 Covid pre appt and customer catch up calls being made and KPI’s being achieved? <br>- Covid calls kpi’s 85%+ spoken to, sub 5% cancellation and +5% re appoints. <br>- 48 hour post design visit calls being made and logged on correct tracker and info gathered shared with sales team.
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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 studio 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 studio? (Hotspots)
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Can each team member confidently 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 studio manager confidently talk through the retail attainment triangle and how the three points positively effect performance?
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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.
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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GSM Sign off
