the mall at fairfield commons mission statement
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THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL TABLE OF CONTENTS THE MALL AT FAIRFIELD COMMONS MISSION STATEMENT…..…..4 GENERAL INFORMATION Management Information…………………………………………….………………………………..5 Who’s Who in the Management Office .............................................................. 5-6 Important Phone Numbers .............................................................................. 7 Hours of Operation ......................................................................................... 7 Center Fact Sheet ........................................................................................... 8 Center Amenities ............................................................................................ 9 Guest Services ................................................................................................ 10 Directions to Mall at Fairfield Commons ............................................................ 10-11 Merchants Listing............................................................................................ 12 Local Resources for Merchants ......................................................................... 13-14 Area Hotels .................................................................................................... 15 Specialty Leasing Program…………………………………………………………………….……….15 OPERATIONS & MAINTENANCE Emergency Contact Information ....................................................................... 16 Employee Parking Guidelines ........................................................................... 17 Store Maintenance & Inspections ..................................................................... 17 Pest Control ................................................................................................... 17 Vendors……………………………………………………………………….…………………………….. 18 Waste Management Features & Benefits ........................................................... 18 Waste Management Procedures ....................................................................... 19-20 Waste Management Guidelines & Rules ............................................................ 20 Waste Management Customer Contact Information ........................................... 20-21 Procedures for New and Temporary Tenants ..................................................... 21 Special Waste & Additional Services ................................................................. 21-22 Merchant Waste Management Responsibilities ................................................... 22 Roof Access ................................................................................................... 23 Roof Leaks ..................................................................................................... 23 Heating & Air Conditioning .............................................................................. 23 Construction & Remodeling…………………………………………………………………………..23-24 Deliveries ....................................................................................................... 24 Store Mailboxes .............................................................................................. 24 Signage & Display Guidelines ........................................................................... 24-25 Housekeeping ................................................................................................ 25 Food Court Trays ............................................................................................ 25 No Smoking Policy .......................................................................................... 25 1 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL TABLE OF CONTENTS MALL SECURITY Security at Mall at Fairfield Commons ............................................................... 26 To Request Immediate Assistance .................................................................... 26 Police Substation ............................................................................................ 26 Policy on Merchant Assistance ......................................................................... 27 Use of the Duress Code ................................................................................... 27 Disorderly Customer ....................................................................................... 27 Accidents ....................................................................................................... 28 Solicitors ........................................................................................................ 28 Medical Emergency ......................................................................................... 28 Lost Children/Lost Parent ................................................................................ 28 Lost & Found.................................................................................................. 28 Auto Assistance .............................................................................................. 28 Travelers Checks ............................................................................................ 29 After Hours Access Procedures......................................................................... 29-30 Internal Security ............................................................................................. 30 General Security Tips........................................................................................30 Tips on Spotting a Shoplifter…………………………………………………………………….…....30 Emergency Situations...................................................................................... 31 Robbery.. .................................................................................................. 31 Breaking & Entering ................................................................................... 31 Bomb Threat ............................................................................................. 31 Bomb Threat Checklist……………………………………………………………………………..32 Fire .......................................................................................................... 33 Electrical Failure ........................................................................................ 34 Leaking Sprinkler Head .............................................................................. 34 Mall Security Rules & Regulations..................................................................... 34-36 Overnight Parking / Towing Policy………………………………………………………………….36-37 MARKETING Demographic Summary ................................................................................... 38 Marketing Tools for Success ............................................................................ 39 Sign Holders.............................................................................................. 39 Table Tent Cards ..................................................................................................39 Display Cases ………………………………………………………………………………………….39 Red Folder Program................................................................................... 39 Momtopia ................................................................................................. 40 Shopping Line………………………………………………………………………..………………..40 License to Shop….……………………………………………………..…………………………….40 Website .................................................................................................... 40 E-Mail Marketing………………………… .......................................................41 Employee Discounts………………………………………………………………….………..41 Store Directory……………………………………………………..…………………….…….41 Facility Availability…………………..…..…………………………………………………………..41 People Counter.…………………………………………………..…………………………….42 Gift Cards....................................................................................................... 41-43 Merchant Media Response Procedures ............................................................................43 Tourism at Mall at Fairfield Commons .............................................................................44 2 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL TABLE OF CONTENTS Policy on Customer Comment Cards…………………………………………....…………..……45 MAGICAL NIGHT OF GIVING What is Magical Night of Giving ………………………………….…………………………………45 Who is Involved?.............................................................................................45 Magical Night of Giving is a Winning Situation for All ………………..……………..……..45 How Merchants Can Participate …………………………………………………………..………..46 Magical Night of Giving Contact Information …………………………………………………..46 SERVICE AT EVERY LEVEL Introduction ................................................................................................... 47 The Mall at Fairfield Commons Culture and Values ............................................. 47 Service Definitions .......................................................................................... 48 Service Facts .................................................................................................. 49 First Impressions ............................................................................................ 49 Communication .............................................................................................. 50-52 The Mall at Fairfield Commons Lingo ................................................................ 53 What to Say Instead of No .............................................................................. 53 Description of “Service At Every Level” ............................................................. 54-55 Keep Your Eyes Open ..................................................................................... 55-56 The Thirty Second Rule ................................................................................... 56 How to Assist a Dissatisfied Guest .................................................................... 56-58 Ten Good Service Habits ................................................................................. 59-60 “Service At Every Level” Ideals ........................................................................ 60 The Rewards of “Service At Every Level”………………………………………………………… 61 3 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL GENERAL INFORMATION THE MALL AT FAIRFIELD COMMONS MISSION STATEMENT The Mission of The Mall at Fairfield Commons is to provide our guests with a comfortable shopping experience. By comfortable we mean to provide the highest level of cleanliness, security, and friendliness to our guests, tenants, as well as to each other. We are in the business of satisfying our guests’ needs while making their stay at our property a memorable experience. 4 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL GENERAL INFORMATION MANAGEMENT INFORMATION The Mall at Fairfield Commons is owned and managed by Glimcher Properties Limited Trust, which is based in Columbus, Ohio. Glimcher currently owns and manages over 20 regional malls, 3 value mega malls and numerous community center properties. WHO’S WHO IN THE MANAGEMENT OFFICE LOCATION: Lower Level, west side, near Sears, Entrance C HOURS: Monday – Friday, 8:30 am – 5:30 pm “Manager On Duty” available daily 5:30 PM - Close ADDRESS: The Mall at Fairfield Commons Management Office 2727 Fairfield Commons Beavercreek, Ohio 45431 TELEPHONE: (937) 427-4300 FAX: (937) 427-3668 General Manager: ..………………………………………………...Dave Duebber Responsible for all aspects of operations and administration of the shopping center. As the leader of the Mall Management Team, the General Manager interacts with the center merchants, local government agencies, local businesses, and customers. Operations Director: …………………………………...…………….Jerry Pauley Responsible for all operational issues including center maintenance, landscaping, housekeeping, security, and tenant construction activity. Maintenance Supervisor: ...………………………………..…...…Bob Forinash Responsible for assisting Operations Director with all operational issues including center maintenance, landscaping, and tenant construction activity. Marketing Director: …………………………………….……………Kristie Miller Leads overall marketing efforts for center, including advertising, public relations, retailer communication, special events, sponsorships, customer service and accountable for administration of marketing fund. 5 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL GENERAL INFORMATION Marketing Coordinator: ……..………………………………………Kristin Stroh Assists Marketing Director in all aspects of marketing of The Mall at Fairfield Commons, with specific responsibility for special events, web site, merchant relations, and Guest Services. Specialty Leasing Manager: ..………………………………..…Connie Nichols Specialty Leasing Coordinator: ...………………………………Jennifer Green Directs the leasing of temporary space throughout the center. This includes retail merchandising units, kiosks, and temporary in-line space. Security Director: ……………………………………………...……Korrina Miller Responsible for direct supervision of all aspects of mall security for both the interior and exterior of the property. Housekeeping Supervisor: ..………………………………………..Stan Parrott Responsible for direct supervision of all aspects of housekeeping for the center including the common areas and food court. Administrative Assistant: ………………………………….Heather Guisinger Responsible for administrative functions of the management office. Guest Services Coordinator: ………………………………Leighann Godbolt Responsible for overseeing the operation of the Guest Service Center. Receptionist: ……………………………………………………...Natalie Ehrhart Responsible for assisting the Administrative Assistant with all functions of the Mall Management Office. 6 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL GENERAL INFORMATION IMPORTANT PHONE NUMBERS FOR ALL EMERGENCIES ......................................................... 911 Beavercreek Police Department……………………………………………… (937) 426-1225 Beavercreek Fire Department………………………………………………….(937) 426-1211 Rescue Squad ............................................................................... 911 The Mall at Fairfield Commons Management Office……………………(937) 427-9031 The Mall at Fairfield Commons Public Safety……………………………..(937) 427-9170 Guest Services……………………………………………………………………….(937) 427-4300 State Police……………………………………………………………………………(937) 372-7671 Dept. of Health………………………………………………………………………(937) 285-6250 Greene County Water Supply & Treatment………………………………..(937) 429-0127 Dayton Power & Light…………………………………………..(937) 224-6000 or 331-3000 Ameritech Phone Co……………………………………………………………….(800) 660-3000 Beavercreek Engineering & Inspection………………………………………(937) 427-5513 Beavercreek Planning & Zoning………………………………………………..(937) 427-5512 Beavercreek City Offices, 1368 Research Drive………………………….(937) 426-5100 HOURS OF OPERATION Management will enforce hours of operation as specified in your lease. Normal operating hours for tenants are: Monday-Saturday Sunday 10:00 am – 9:00 pm 12:00 pm – 6:00 pm These hours may vary on holidays. Whenever changes do occur, Mall Management will notify you in writing. Your store is expected to be open during all hours of operation. Normal business hours for the Management Office are: 8:30 am – 5:30 pm. A representative of the Mall Management Team or the “Manger on Duty” will be on site during all hours of operation. 7 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL GENERAL INFORMATION CENTER FACT SHEET YEAR OPENED LOCATION MAILING ADDRESS OWNER ARCHITECT REGIONAL ACCESS 1993 Beavercreek, Greene County, Ohio The Mall at Fairfield Commons 2727 Fairfield Commons Beavercreek, Ohio 45431 Glimcher Realty Trust Keeva J. Kekst I-675 Provides Access to I-70, I-75,and Route 35 GLA ANCHORS 1,012,534 square feet Elder-Beerman Men’s, Home and Furniture, Elder-Beerman For Her, JCPenney, Macy’s, Dick’s Sporting Goods and Sears STORES RESTAURANTS Over 150 Don Pablos, Max & Erma’s, Panera Bread, Red Robin and Fox & Hound FOOD COURT 650 seats ENTRANCES Total Into common area Into retail stores TRADE AREA POPULATION TRAFFIC EMPLOYMENT AT CENTER MEDIAN AGE AVERAGE HOUSEHOLD INCOME: For Trade Area For Beavercreek Area 18 6 12 892,491 Over 8.5 million visitors per year 2,500 employees 37.7 $51,414.00 $68,800.00 *Demographic Information is based on the 2000 census.* 8 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL GENERAL INFORMATION CENTER AMENITIES As employees of stores at The Mall at Fairfield Commons, you are also ambassadors for The Mall at Fairfield Commons. Many of you will come in contact with shoppers who are unable to locate various necessities. Please be familiar with the following center amenities: ATMs RESTROOMS FAMILY RESTROOMS CHANGING STATIONS ELEVATORS FAX SERVICE, COPY SERVICE, AND POSTAGE STAMPS STROLLERS AND WHEEL CHAIRS GUEST SERVICES FOOD COURT RESTAURANTS TELEPHONES TDD TELEPHONES (Hearing Impaired) WATER FOUNTAINS MOTORCOACH PARKING MAILROOM Lower Level, near Guest Services Lower Level, near Elder-Beerman, next to escalator Upper Level, near Food Court, by Mall Entrance D Doors Upper Level, near Food Court Upper Level, near Food Court In all restrooms Center Court and in all Anchor stores At Guest Services, Lower Level, base of Grand Staircase. All services performed for a fee. At Guest Services, Lower Level, base of Grand Staircase. Lower Level, base of Grand Staircase Upper Level, North Side, Near Center Court California Pizza Kitchen, Don Pablos, The Hops, Max & Erma’s, Red Robin and Panera Bread In all Common Area Entrances and Near Restrooms At Guest Services, Lower Level, base of Grand Staircase Near Public Restrooms South West Parking Lot, near Sears Upper Level, North side, Near Food Court NIGHT DEPOSIT FOR MERCHANTS There is a night deposit facility operated by Chase. It is located on the Upper Level, near Food Court, next to the Mall Entrance. If you would like more information on the night deposit, please call your bank or Bank One. 9 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL GENERAL INFORMATION GUEST SERVICES Guest Services will serve as the focal point for all center programs. All Guest Services personnel will embrace the belief in “Service at Every Level”, making certain to go above and beyond what is necessary to guarantee each guest’s trip to The Mall at Fairfield Commons is a positively memorable experience. LOCATION: Lower Level, at the base of the Grand Staircase GUEST SERVICES Lower Level PHONE NUMBER (937) 427 – 4301 HOURS: All hours of center operation AMENITIES & SERVICES: Brochure Displays Directions Employment Opportunities Fashion Forum Registration First Aid Gift Cards Hotel/Motel Information Lost & Found Mall Walkers Information Momtopia Registration Public Safety Assistance Store Directories Stroller Rental Taxi Services Wheelchairs DIRECTIONS TO THE MALL AT FAIRFIELD COMMONS FROM THE SOUTH Interstate 75 North to Interstate 675 North to Exit 17 North (North Fairfield Road). Turn right, ½ mile on the right. 10 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL GENERAL INFORMATION FROM THE DAYTON MALL AREA (CENTERVILLE, MIAMISBURG) Interstate 675 North to Exit 17 (North Fairfield Road). Turn right, ½ mile on the right. FROM INDIANA OR WEST OF DAYTON ON INTERSTATE 70 (RICHMOND, BROOKVILLE, CLAYTON) Interstate 70 East to Interstate 675 South to Exit 17 (North Fairfield Road). Turn left, ½ mile on the right. FROM THE AIRPORT (ENGLEWOOD, VANDALIA, HUBER HEIGHTS) Interstate 70 East to Interstate 675 South to Exit 17 (North Fairfield Road). Turn left, ½ mile on the right. FROM DOWNTOWN State Route 35 East to Interstate 675 North to Exit 17 (North Fairfield Road). Turn right, ½ mile on the right. FROM EAST OF DAYTON (XENIA, JAMESTOWN, WASHINGTON COURT HOUSE) State Route 35 West to North Fairfield Road. Turn right, 4 miles on the left. FROM EAST OF DAYTON (SPRINGFIELD, COLUMBUS, LONDON) Interstate 70 West to Interstate 675 South to Exit 17 (North Fairfield Road). Turn left, ½ mile on the right. 11 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL GENERAL INFORMATION Merchant Listing Abercrombie (Kids) Abercrombie & Fitch Aeropostale Aldo American Eagle Outfitters American Greetings Ann Taylor Ashcroft & Oak Bath and Body Works Bath and Body at Home Body Central Brookstone The Buckeye Room Build-A-Bear Workshop The Buckle Cajun Ming Cardboard Heroes Casual Corner Champs Charlotte Russe Chick-Fil-A Christopher & Banks Club Libby Lu The Children’s Place Cincinnati Bell Wireless Claire’s Boutique Dakota Watch Company Dell Direct Designer’s Nails Easy Spirit Elder-Beerman For Her Elder-Beerman Men’s, Kids, Home and Furniture Express Express Men Fetch The Finish Line Flamingos Foot Locker Franklin Covey Fredrick’s of Hollywood FYE The Gap Gap Kids / Baby Gap GameStop GNC Godiva Chocolatier Gold Star Chili Great American Cookie Co. Great Steak and Potato Co. Gymboree Hollister Hot Topic The Icing 12 of 62 JCPenney Journey’s Journeys Kidz Kay Jewelers Kirlin’s Hallmark Lady Foot Locker Lane Bryant LensCrafters Lids The Limited Limited Too Macy’s Mastercuts Motherhood Maternity MW Tux New York and Company 90’s Nails Nirvana Occasionally Yours The Olde Farmstead Osterman Jewelers PacSun Payless Shoe Source Popcorn Pizzazz/Pretzel Fest Radio Shack Regis Hairstylists Rocky Mountain Choc. Factory Rogers Jewelers Sbarro’s Sarku Japan Sears SHE Fashions The Shoe Department Skeffington’s Formal Wear Spencers Gifts Starbucks Star Wok Subway Suncoast Motion Picture Co. Sunglass Hut T-Mobile Things Remembered Trade Secret Tradehome Shoes Victoria’s Secret Vitamin World Waggoner Chocolatier WaldenBooks, WaldenKids The Walking Place Wet Seal The White Barn Candle Co. Williams- Sonoma Yankee Candle Co. Zales OUTPARCELS Chase Courtyard by Marriott Don Pablos The Fox & Hound Jared Marriott Residence Inn Max & Erma’s National City Bank Panera Bread Red Robin Regal Cinemas Verizon Wireless JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL GENERAL INFORMAITON LOCAL RESOURCES FOR MERCHANTS BANKS Chase Fifth Third Fifth Third Fifth Third 2761 Fairfield Commons 3600 Dayton Xenia Rd 1911 Old Fairfield Rd. 240 E. Dayton Yellow Springs Rd. 2374 Lakeview Dr. 3294 Kemp Rd. 1360 N. Fairfield Rd. 3210 Seajay Dr. 2761 Fairfield Commons 3160 Dayton Xenia 3822 Colonel Glenn Hwy. 3245 Dayton-Xenia Beavercreek Beavercreek Beavercreek Fairborn 937-443-6205 937-426-7025 937-320-5300 937-879-3358 Beavercreek Beavercreek Beavercreek Beavercreek Beavercreek Beavercreek Fairborn Beavercreek 937-427-3715 937-426-3846 937-426-5346 937-426-4925 937-429-8840 937-426-7976 937-426-6700 937-320-5020 Yellow Cab Air City & Skyline Cab Diamond Cab Company Alamo Rental Car Apex Rent A Car Avis Rent A Car Budget Car/Truck Rental Enterprise PRINTING SERVICES 700 E. 4th St. 1340 Linden Ave. 3008 Dixie Dr. Dayton Dayton Dayton 3301 E. Patterson Rd. 644 N. Broad St. 3851 Dayton-Xenia Rd. 125 N. Broad St. Dayton Fairborn Dayton Fairborn 937-228-1155 937-254-1100 937-277-1000 888-426-3296 937-429-3316 937-873-9818 937-431-8408 937-879-0023 Corner Copy Shop Domicone Printing Co. FedEx Kinko’s Hadley Printing Office Max The UPS Store 3783 Dayton Xenia Rd 854 Kauffman Ave. 2646 Colonel Glenn Hwy 1530 Marsetta Dr. 2750 N. Fairfield Rd. 3195 Dayton Xenia Rd #900 Beavercreek Fairborn Beavercreek Dayton Beavercreek Beavercreek 937-429-3823 937-878-3080 937-429-2585 937-426-0952 937-320-0146 937-431-1882 3844 Dayton Xenia Rd. 1326 N. Fairfield Rd. 2835 N. Fairfield Rd. 2254 N. Fairfield Rd. 2570 Colonel Glenn Hwy 179 E. Dayton Yellow Springs Rd 3887 Colonel Glenn Hwy. Beavercreek Beavercreek Beavercreek Beavercreek Fairborn Fairborn 937-426-3951 937-429-1127 937-429-9901 937-429-9720 937-427-2063 937-879-1870 Fairborn 937-320-1791 Huntington Bank Key Bank Key Bank Liberty Savings National City Bank National City Bank US Bank US Bank TAXI/CAR SERVICES GAS STATIONS Beavercreek Marathon Beavercreek Sunoco BP Oil Co. Speedway Speedway Speedway RA Corp 13 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL GENERAL INFORMAITON HARDWARE/HOME STORES Handyman Ace Hardware Home Depot Lowe’s DRUG STORES 122 E. Dayton Yellow Springs Rd 3775 Presidential Dr. 2850 Center Dr. Fairborn 937-879-7866 Fairborn Beavercreek 937-431-7346 937-427-1110 CVS 200 E. Dayton Yellow Springs Rd. 1331 N. Fairfield Rd. 3195 Dayton-Xenia 3822 Colonel Glen Hwy 2490 N. Fairfield Rd. 183 E. Dayton Yellow Springs Rd. 3360 New GermanyTrebein Rd. Fairborn 937-878-3991 Beavercreek Beavercreek Fairborn Beavercreek Fairborn 937-426-4478 937-429-4707 937-426-3600 937-431-8600 937-878-2889 Beavercreek 937-426-7007 Ikon Office Solutions Inc Office Depot Staples Office Supply MAIL SERVICES 1106 Kauffman Ave. 2850 Centre Dr. 6254 Wilmington Pike Fairborn Beavercreek Dayton 937-879-9850 937-320-1334 937-848-6917 Beavercreek Post Office Fairborn Post Office FedEx Kinko’s The UPS Store 3541 Dayton-Xenia Rd. 67 W. Hebble Ave. 2646 Colonel Glenn Hwy 3195 Dayton Xenia Rd #900 Beavercreek Beavercreek Beavercreek Beavercreek 937-426-6644 937-878-4648 937-429-2585 937-431-1882 Beavercreek Florist Fairborn Florist Knollwood DRY CLEANERS 2173 N. Fairfield Rd. 1876 S. Maple Ave. 3766 Dayton-Xenia Rd. Beavercreek Fairborn Beavercreek 937-426-4253 937-879-1800 937-426-0861 Capitol Dry Cleaners Fine Cleaners HOSPITALS 3798 Dayton Xenia Rd 1285 N. Fairfield Rd. Dayton Beavercreek 937-426-7111 937-431-1338 Children’s Medical Center Greene Memorial Hosp GMH Urgent Care Kettering Medical Center Miami Valley Hospital Southview One Children’s Plaza Dayton 937-641-3000 3359 Kemp Rd. 3371 Kemp Rd. 3535 Southern. Blvd One Wyoming Street 1997 Miami-Center Rd. Beavercreek Beavercreek Kettering Dayton Dayton 937-458-4500 937-458-4200 937-298-4331 937-208-8000 937-439-6000 CVS Krogers Meijer Target Walgreens Wal-Mart SUPPLIES FLORISTS 14 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL GENERAL INFORMAITON AREA HOTELS HOTEL ADDRESS PHONE/FAX Courtyard by Marriott 2777 Fairfield Commons Beavercreek, OH 45431 2500 Paramount Pl. Beavercreek, OH 45434 2550 Paramount Pl. Fairborn, OH 45324 2800 Presidential Dr. Fairborn, OH 45324 2750 Presidential Dr. Fairborn OH 45324 2775 Fairfield Commons Beavercreek, OH 45431 2580 Colonel Glenn Hwy. Beavercreek OH 45434 937-429-5203 937-429-2757 937- 427-0800 973-242-8480 937-429-5505 937-429-6828 937-426-7800 937- 426-1284 937-429-0600 937-429-6311 937-427-3914 937-427-0275 937-426-6116 937-426-7575 Fairfield Inn Hampton Inn Holiday Inn Homewood Suites Marriott Residence Red Roof Inn SPECIALTY LEASING PROGRAM The Mall at Fairfield Commons Specialty Leasing Program offers both local entrepreneurs and established companies the opportunity to create higher levels of success than ever thought possible. By using one of the most dynamic and traveled parts of The Mall at Fairfield Commons, the common area, retailers can be right in the middle of the action, offering up-to-the-minute new products and services. Our state of the art custom Retail Merchandising Units (RMUs) in effect create your own miniature store, that, when merchandised properly and staffed professionally, can revolutionize the way you do business. In addition, The Mall at Fairfield Commons offers the opportunity to lease select stores throughout the center on limited-time availabilities, to showcase new products, or offer more inventory, at peak seasons. Contact Connie Nichols, Specialty Leasing Manager, or Jennifer Green, Specialty Leasing Coordinator in the Management Office for more information. 15 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL OPERATIONS & MAINTENANCE EMERGENCY CONTACT INFORMATION Please complete this form and return it to the Management Office. Please be sure this form is updated as necessary. Store Name: _____________________________________________________________________________ Space #: Store #:_______________ Store Phone #: _______________________________ Manager’s Name: ________________________________________________________________________ Manager’s Phone #: (Home)____________________ (Cell/Pager)__________________________________ Assistant Manger’s Name: __________________________________________________________________ Assistant Manger’s Phone #: (Home)____________________________(Cell/Pager)____________________ Emergency Contact for Store: (IN SEQUENCE TO CALL) 1. Name: _______________________________ Phone #: ______________________________________ 2. Name: _______________________________ Phone #: ______________________________________ 3. Name: _______________________________ Phone #: ______________________________________ Home office or Parent Company (If Applicable): Name of company: ________________________________________________________________________ Operations Contact Name/Title: _____________________________________________________________ Address: _________________________________________ City: __________________________________ State/Zip: _________________________ Phone #: _____________________________________________ Fax: _____________________________ E-mail:________________________________________________ District/Area Manager (If Applicable): Name:__________________________________________________________________________________ Business Address:__________________________________ City: __________________________________ State/Zip:__________________________ Phone #:_____________________________________________ Fax: ______________________________ E-mail________________________________________________ Marketing/Advertising Contact (If Applicable): Name: __________________________________________________________________________________ Address:__________________________________________ City:__________________________________ State/Zip: __________________________ Phone#:_____________________________________________ Fax: ______________________________ Email: _______________________________________________ 16 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL OPERATIONS & MAINTENANCE EMPLOYEE PARKING GUIDELINES It is vitally important that the parking spaces in closest proximity to the mall entrances be reserved for customers. Convenience for our shoppers should be our top priority. We request that all The Mall at Fairfield Commons’ personnel park in the rear of the parking lots behind the yellow lines, or designated employee parking areas as specified in your store’s lease. It is mandatory that all stores use this facility. The Mall at Fairfield Commons’ Security Team will strictly enforce this rule. STORE MAINTENANCE & INSPECTIONS Store premises, including the service areas and fire halls adjacent to the premises, shall be kept orderly, neat, safe, clean and free from rubbish and dirt at all times. Store managers and their corporate offices will be notified of unacceptable maintenance conditions. If not corrected within a reasonable length of time, management will take action to correct the conditions and the individual stores will be billed accordingly. The Mall at Fairfield Commons’ Maintenance Department will gladly advise you in regard to any unusual maintenance condition that may occur in your store. If your store requires a plumber or electrician, you must contact these vendors directly. Mall maintenance personnel are responsible for the overall maintenance of the property and common area and report directly to the Operations Director. Please do not request assistance from the maintenance staff for such tasks as changing light bulbs, cleaning windows, disposing of trash, etc. Please call the Operations Department should you need vendor recommendations. PEST CONTROL The Mall at Fairfield Commons is responsible for pest control in the common area, rear hallways, outdoors, etc. However, within each tenant’s space it is the responsibility of the tenant to coordinate pest control efforts. Tenants must provide the Management Office with the name of the exterminator they are using and a copy of the service agreement. 17 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL OPERATIONS & MAINTENANCE VENDORS The Mall at Fairfield Commons has Insurance requirements for all vendors conducting business on Mall property. Tenants must contact the Management Office when having work done by an outside vendor. (Example: Plumbers, HVAC Contractors, window cleaners, etc.) A certificate of insurance must be on file with the Mall Office before any tenant contractor will be permitted to perform work in the Center. TRASH REMOVAL WASTE MANAGEMENT FEATURES & BENEFITS Waste Management is pleased to partner with The Mall at Fairfield Commons on your solid waste program. As a valued customer, you will receive quality customer service from their waste removal program. Below are some features and benefits of the program. FEATURES The merchants of The Mall at Fairfield Commons will be equitably invoiced for waste and recycling services using a square footage allocation method. Tenants are invoiced based on a pro-rata allocation of their store’s square footage. To ensure equitable cost allocation a distinction is made between various retail tenant types in each mall. Waste Management will invoice each merchant individually. Waste Management has determined the costs of waste transportation, disposal, and equipment for The Mall at Fairfield Commons and has established an equitable square footage charge for your store. Square footage invoicing is achieved through three easy steps: 1. Appropriate tenant retail types and corresponding square footage rates are determined. 2. Tenants transport their waste to a compactor as needed. 3. Invoicing is made directly to tenants based upon square footage. 18 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL OPERATIONS & MAINTENANCE BENEFITS Utilizing a pro-rated square footage method to allocate costs allows the merchants the opportunity to “fix” their costs for this service. This enables the tenants to more readily plan and budget for their monthly and annual waste services expenses. Cardboard recycling is offered to the merchants of The Mall at Fairfield Commons at no charge. A dedicated recycling container will be conveniently placed near the compactor. Maximizing recycling will keep disposal costs down while contributing to environmental preservation. Should any merchant require information or have questions, Waste Management customer service is available by calling the toll free phone number, 937-878-6699. NOTE: The Mall at Fairfield Commons does not determine individual cost of service for waste removal. If you have concerns on costs, please notify Waste Management directly at 937-318-5325, Leighanna Hodges. WASTE MANAGEMENT PROCEDURES We need the cooperation of every tenant. Since the mall will not be providing carts for transporting waste from your store to your assigned compactor, should you need one, contact Waste Management, as they will help with these carts. Proper disposal of all of your trash is critical to the overall success of our program. The proper handling of trash will result in a controlled cost for the disposal of the entire Center’s waste. AT NO TIME can any type of waste be placed in any corridor, hallway or service court and left unattended. These areas will be continually monitored for compliance with the guidelines of the program. Waste found unattended in any of the previously mentioned areas, will be traced back to its originator, and any associated cost, as applicable, will be charged back to the responsible tenant. Waste left unattended in any corridor, hallway or service court is a direct violation of the Fire Department’s codes with respect to our center’s use and can result in the assessment of fines for your store. All waste when removed from your store, must be taken directly to the compactor and placed in the machine. There are several devices on the compactor to insure each operator’s safety during use. Important notices will be placed on the operating controls of the compactors to insure your understanding of the operating procedures. Regardless of the amount of waste you place in it, the compactor should always be operated, preparing it for the next tenant’s use. Service Court locations are indicated in the table below. 19 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL OPERATIONS & MAINTENANCE SERVICE COURT 1 2 3A 3B 4A 4B 5 6 LOCATION Lower Level, east side, near Charlotte Russe Upper Level, east side, near Hallmark Lower Level, southwest side, Franklin Covey Lower Level, southwest side, near The Limited Upper Level, west side, near Cajun Ming Upper Level, west side, near Restrooms Lower Level, northwest side, near Champs Upper Level, northeast side, near Limited Too In the event you transport your waste materials to the designated service court and find that the compactor has been removed for dumping or is not working properly, please return to your store and call the Mall Management Office, leaving your name, your store name and telephone number. Please do not place waste in the wrong machine (such as placing waste in the cardboard recycling container). Once the compactor is back on the property, someone from the Mall Office will call to advise you. It will take efforts on everyone’s part to make it work, but the result will be a cost effective way for all of us to dispose and/or recycle our waste. WASTE MANAGEMENT GUIDELINES & RULES A. Tenants who are found leaving waste or recyclables outside the compactors or containers will be fined a minimum of $50.00. B. Tenants whose waste or recyclables are found in the common area of the mall will be fined a minimum of $50.00. C. Tenants who deposit anything but cardboard in the recycling container will be fined a minimum of $50.00. WASTE MANAGEMENT CONTACT INFORMATION Waste Management is committed to customer satisfaction. Should The Mall at Fairfield Commons’ Management or any tenant have questions or require information, they may call the appropriate contact number. These Waste Management contact numbers are available Monday through Friday, 7:00 A.M. to 5:00 P.M. Customer Service: New Service: Service Change: 20 of 62 800-223-8472 513-242-5875 ext. 7141 (Lisa Hance) 513-242-5875 ext. 7141 (Lisa Hance) JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL OPERATIONS & MAINTENANCE Service Cancellation: Billing Inquiries: Equipment Inquiries: 513-242-5875 ext. 7141 (Lisa Hance) 614-833-5252 (Leighanna Hodges) 937-318-5355(Maintenance Manager) PROCEDURES FOR NEW & TEMPORARY TENANTS NEW TENANTS It is the tenant’s responsibility to contact Waste Management to activate their account. The Waste Management contact is Lisa Hance at 513-242-5875 ext. 7141. TEMPORARY TENANTS Observe all the guidelines found in the section above. Waste Management will advise the temporary tenant that he/she will be billed a flat rate amount. He/she must call the Waste Management Customer Service Center to activate their account. The tenant will continue to be invoiced until their account is deactivated. The number to call is: 513-242-5875 ext. 7141, Lisa Hance. SPECIAL WASTE Occasionally a Mall at Fairfield Commons’ tenant will need to dispose of Special or Hazardous Waste. Some examples are: Florescent light bulbs, in quantity (Contact Maintenance to recycle) Paint in paint cans Solvents or chemicals Asbestos Appliances Tires Batteries Under no circumstances should this type of waste be disposed of in the compactor with regular waste. Waste Management will arrange a pick up for Special/Hazardous waste. For pricing and information about proper disposal management of Special/Hazardous waste call: 513-242-5875 ext. 7141Lisa Hance. Please allow up to 2 weeks to process the request. 21 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL OPERATIONS & MAINTENANCE ADDITIONAL SERVICES Cart Rentals ($5.75 per month, Carts are optional) Construction open tops – 20 yd and 30 yd open top containers will be made available by calling Waste Management. Special or hazardous waste removal – service can be provided by calling Waste Management. MERCHANT WASTE MANAGEMENT RESPONSIBILITIES 1. Separating and breaking down cardboard. Each tenant is responsible for placing all of his or her cardboard (and only cardboard) that has been broken down into the compactors. 2. Placing only non-hazardous wastes into the waste compactors. Hazardous waste removal can be arranged through the Waste Management. 3. Paying invoices on a timely basis. The tenant is responsible for paying Waste Management invoices within 30 days. 4. Not leaving waste outside the compactors, containers, or in the mall common areas. In order to avoid fines in citations, tenants are responsible for placing waste only in the designated compactors and not storing it in common areas. 5. Contacting Waste Management or the Mall Management Office immediately with any operational difficulties with compactors. All tenants share the compactors at the mall. Waste Management should be notified as soon as possible of any problems in order to resolve any issues for all tenants of the mall. 6. Compactor Keys. Tenants can now access card board compactor. First enter the #0792, open the door, then deposit cardboard. Once you shut the door, the compactor will automatically compact. The smaller compactor with steps still requires a key. In the event you lose your key to the smaller compactor, contact the Mall Office at 427-9031. 22 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL OPERATIONS & MAINTENANCE ROOF ACCESS All service representatives needing roof access must first check in at the Mall Security Office during business hours, Monday through Friday, 8:30 am – 5:30 pm. All Vendors must have the proper insurance on file in the Management Office. The company’s current insurance and the technician’s certification will be verified. The service technician must then sign the roof access log and leave some form of identification, either a driver’s license or ID tag, with security. A pass will then be issued. Mall Security or Maintenance will be paged to escort him / her to the appropriate roof hatch. The technician will sign out and return the roof access pass once finished. Mall administration will photocopy the service report to be placed in your store’s preventative maintenance file. The ID will then be returned to the service technician. ROOF LEAKS Should you have a roof leak, please report it immediately to the Management Office. Our maintenance personnel will inspect it to determine the cause of the leak. If it is the Mall’s responsibility, the Mall will repair the roof area as soon as possible. No contractor will be permitted access to the roof area without checking in with Mall Security. HEATING & AIR CONDITIONING If you have a problem regarding the heating and air conditioning within your store, our Maintenance Department will be happy to discuss the problem, and will supply you with the name of a reputable repair service should the need occur. Keep in mind that any repairperson for the heating and air conditioning will likely need roof access. Anyone requiring roof access must first sign in at the Mall Security Office as outlined above. Per your lease, a Preventative Maintenance Program for your HVAC unit must be in place. Constant temperature of no higher than 72 cooling and no lower than 68 heating must be maintained per your lease, Section 10:02, Paragraph E, Tenant’s Obligations for Maintenance. Anyone requiring roof access will need to supply the Mall Management Office with the proper insurance before access to the roof will be permitted. CONSTRUCTION & REMODELING Prior to remodeling or beginning any form of construction in your store, you must first contact the Mall Management Office. Please do not proceed without 23 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL OPERATIONS & MAINTENANCE approval from Mall Management. Refer to Section 9:03, Refurbishment, of your lease for further details and information. If you have any questions, please feel free to contact the Operations Director at the Management Office. DELIVERIES All store deliveries must be received through the service doors. Both doors may be propped open, but then immediately closed when the delivery is finished. This will prevent damage to the doors and loss of heat/air from the climate controlled service area. To ensure that carts and dollies do not pose a liability threat, only those stores located in the center of the Mall, and without direct access to a truck dock, will be permitted through the common area. All store space numbers have been assigned a service court. STORE MAILBOXES & FED EX Stores’ mailing addresses correspond to store space numbers and are assigned to you as per your lease. Your address should be indicated in the following manner for proper delivery: Store Name The Mall at Fairfield Commons 2727 Fairfield Commons Store Name and Store Space # Beavercreek, Ohio 45431 Store mailboxes are located on the upper level in the rear hallway adjacent to the Food Court. The mailboxes are controlled by the Beavercreek Post Office. To obtain a new mailbox and key or to obtain a new key that has been lost or misplaced, call the Beavercreek Post Office at 320-5142. All other postal inquiries such as tracking, rates, or services must be directed to 1-800-275-8777. SIGNAGE & DISPLAY GUIDELINES Store Management will not place any advertising material on any exterior door, in any back hallway, or on any window. All signs located in the interior of any store shall be in good taste so as not to detract from the general appearance or reputation of the store or shopping center. Signs TAPED to the front windows, storefronts, doors or columns 24 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL OPERATIONS & MAINTENANCE adjacent to concourses are NOT permitted. Mall management will remove any hand-lettered or otherwise unprofessional signage. All signage will be professionally lettered and maintained in good condition and repaired at all times. The following types of signs are prohibited: 1. 2. 3. 4. 5. Paper signs and/or stickers utilized as signs Signs of temporary character or purpose Outrigger signs Moving or pylon signs Vinyl banners (with or without grommets) Also, no flashing, moving, flickering, and/or blinking illuminations, animation, or moving lights shall be allowed. Black lights, strobe, flashing or spinner chase type lighting is prohibited. Please refer to your lease, Section 9:04, Signs, for verification. HOUSEKEEPING The Mall at Fairfield Commons maintains a housekeeping contractor for the purpose of keeping the shopping center clean. It is also the responsibility of all tenants to maintain good housekeeping standards throughout The Mall at Fairfield Commons. FOOD COURT TRAYS Food Court trays are provided for both your convenience and that of our shoppers. Food Court trays are not permitted to be taken out of the food court area. When placing a food order to take back to your store, please place your order “TO GO”. NO SMOKING POLICY The Mall at Fairfield Commons is a smoke-free shopping center. Smoking is NOT permitted in the interior of the center, in individual stores, in restrooms, in rear hallways, or anywhere else. 25 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SECURITY SECURITY AT THE MALL AT FAIRFIELD COMMONS The Mall Management provides Security Officers to patrol and protect the common area of the mall and its many patrons and employees. It is the responsibility of our Security Officers to identify hazardous situations that may cause injury to shoppers, employees or the property itself. Individual store security is the responsibility of the retailer and his/her employees. The Mall at Fairfield Commons’ Security Officers can render support and advice, but only upon request by the store’s management personnel. The Mall at Fairfield Commons is patrolled 24 hours a day, 7 days a week. Disturbances or other public safety related problems seen by you or your staff should be reported by calling Mall Public Safety at (937) 427-9170, and a Security Officer will be dispatched immediately. Customer or employee emergencies can usually be handled by calling Security. However, in the case of extreme emergencies, you should first call the Beavercreek Police or Fire Department at 911, and then call Mall Security. Safety at The Mall at Fairfield Commons is a matter of concern for all of us. Security Officers are available to assist and advise you. Conversely, they need your help and cooperation. Please familiarize yourself and your employees with the following guidelines, so that you will know what to do if a situation arises. Any questions regarding security procedures should be referred to the Security Manager at (937) 4279031. TO REQUEST IMMEDIATE ASSISTANCE, CALL: (937) 427-9170 When requesting assistance, please state the situation, your name, store name, and as many details as possible. Note: In a situation where an individual is armed with a dangerous weapon, please make sure Mall Security is aware of this when you call. OUR SECURITY OFFICERS ARE NOT ARMED. THEREFORE, IT IS IMPERATIVE THAT THEY BE PROPERLY INFORMED IN THIS REGARD. The Security Supervisor on duty will handle all situations as stated above with the Beavercreek Police Department. POLICE SUBSTATION There is a police substation for the City of Beavercreek located on property, Service Court 2, near entrance B. In case of an emergency, call 911. 26 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SECURITY POLICY ON MERCHANT ASSISTANCE The Mall at Fairfield Commons’ Security Department is responsible for the security and safety of the common areas including sidewalks and parking lot areas. Each tenant, in turn is responsible for the security and safety of their interior leased premises. However, Mall Security may assist tenants on matters such as shoplifting, bad check artists, or other criminal offenders, in a limited manner. If a tenant requires assistance, Mall Security will notify Beavercreek Police and will physically stand by, but will not detain the person causing the problem unless the person physically threatens the tenant or officer or creates a disturbance or problem. Mall Security may assist tenants in finding suspected shoplifters, etc. in common areas. If successful, the tenant must personally detain such suspects. Please refer to your store policy of apprehension of shoplifters. A tenant with probable cause (check your store policy for definition) can detain a shoplifter -- Mall Security cannot! Mall Security will not become involved unless an officer witnesses the crime or unless the problem escalates to a degree that someone is in danger of physical harm. USE OF THE DURESS CODE The Mall at Fairfield Commons has a duress code. This code is to be used in the event you or your staff cannot request Mall Security freely, due to the fact that this could alert the offender(s) that you need help. You and your staff should call Mall Security at (937) 427-9170 and say, “This is STORE NAME, we have 2 packages to be picked up”. The number of packages is the same number of people threatening your store. If there are 4 offenders in your store, you have 4 packages to be picked up. Again, calling and requesting for X number of packages to be picked up is the duress code. Security Officers will immediately be dispatched to your store. The Mall Security dispatcher will ask you if the “subject (s)” have a weapon and what type of weapon. These will be phrased in yes and no questions. DISORDERLY CUSTOMER Contact the Beavercreek Police Department and Mall Security. Mall Security will stand by until the police arrive, but will only take action if personal safety is in danger to himself or herself or to any other person. 27 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SECURITY ACCIDENTS (In-Store) Your store liability insurance covers these incidents; however, if serious in nature, details should be reported to Mall Security. (In-Mall) Direct subject to Mall Security where all information pertaining to the accident will be recorded. SOLICITORS No solicitors will be permitted in the center or the mall property (including parking lot leaf letters) without first obtaining management approval. If you or your employees observe any solicitors, please notify Mall Management of their locations. MEDICAL EMERGENCY If a medical emergency should occur in your store, please call 911 first and then call Mall Security at (937) 427-9170. A Security Officer will be dispatched to your store immediately to offer assistance. If the situation does not require 911 services, but does require some type of medical assistance, please call Mall Security for medical assistance. LOST CHILDREN / LOST PARENT The Mall at Fairfield Commons’ Security will assist in the event of a lost child or person. If a lost child or person is reported, please call Mall Security at (937) 427-9170. Please have a physical description including age, sex, and name of the person missing. The information will be dispatched to all Security Officers immediately. LOST & FOUND All lost & found items discovered in your store or in the common area should be turned into Guest Services. If you or your staff is approached regarding a lost item, please call Guest Services with a description of the item. A log is kept at Guest Services regarding all lost & found items, and the representative will be happy to check if any item has been located. Items are held for 90 days at The Mall at Fairfield Commons, and then turned over to local charities. AUTO ASSISTANCE If you, your employees, or your guests are in need of auto assistance, Mall Security will assist with jump-starts and lockouts. However, Mall Security will not 28 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SECURITY conduct a lockout on a vehicle that has power locks. Mall Security will not change tires. If one needs assistance that cannot be provided by Mall Security, a towing service will be called. TRAVELERS CHECKS Please be advised that American Express Travelers Checks from foreign countries may not carry the same value as U.S. Currency due to the exchange rate. The currency of the country should be noted on the top or lower portion of the Travelers Check. Failure to check the above mentioned information might result in your store incurring a loss. AFTER HOURS ACCESS PROCEDURES To maintain safety in the Mall and for customers and employees, The Mall at Fairfield Commons has an After Hours Procedure. This procedure controls who is in the mall after normal hours. Stores are required to obtain an after hours permit if they need to come into the mall earlier than two hours before the mall opens for business or will remain later than two hours after the mall closes. Each associate is also required to have a temporary parking permit placed in the front windshield of their vehicle if they intend to stay two hours after the mall is closed or arrive two hours before it opens. See Overnight Parking/Towing Policy Page To obtain an after hours permit, tenant personnel will be required to give at least 24 hours notice. Permits can be obtained at Mall Management Office during office hours; 8:30 am – 5:30 pm. Mall Management will need to know the reason, names of personnel, and time of entry/exit needed. The Mall at Fairfield Commons’ Security Office will require proper identification of anyone entering the mall after lock up. Access may be denied if prior notice is not received and there is improper identification. For emergency situations, you may obtain an after hours permit from the Mall Security if the Management Office is closed. The Manager on duty will approve these. All tenants leaving the Mall more than two hours after closing must exit via Service Court 4 doors near the Food Court. Mall Security will escort you to your vehicle if needed. NO one should be exiting through a main entrance after the doors have been locked by Mall Security. This is not only a major safety hazard to tenants and employees remaining in the Mall, but it also will cause the alarm system to activate. Beavercreek Police Department is contacted and dispatched on all security alarms. It is possible that the Police Department may cite the person knowingly exiting through a door after the two-hour time frame. This is also true for those exiting through a service door after 11:00PM, with 29 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SECURITY the exception of Service Court 4 doors. The mall requires that a mall security guard(s) be hired by the tenant or contractor for any work being done between the hours of 11 p.m. and 6 a.m. Mall security has the ability to provide security for both common area and inside the tenant space. Security services must be contracted through the mall office during office hours. There must be at least a 12 to 24 hour notice. In the event that a tenant or contractor fails to obtain security under the circumstances listed above access to property will be denied. INTERNAL SECURITY In the case of bad checks, stolen credit cards, counterfeit money, and other similar problems, contact the Security Office to identify the situation and the suspects. GENERAL SECURITY TIPS 1. Be security and safety conscious. 2. Report any situations, which may be a security or safety hazard. 3. Make sure all doors are locked at closing. 4. Check to see that all merchandise is secure in store. TIPS ON SPOTTING A SHOPLIFTER There is no stereotypical shoplifter. Shoplifters are young and old, male and female, any ethnic background, amateur and professional. Since shoplifters are not readily identifiable, the best defense is to be alert to their patterns. Watch for the following: 1. Watch for a customer who is watching you. 2. Check how a person is dressed according to the weather, i.e., bulky coat in warm weather. 3. Watch for nervous actions or spending a lot of time in one department. 4. Check dressing rooms regularly. 5. Know what merchandise a person takes into a dressing room. 30 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SECURITY EMERGENCY SITUATIONS ROBBERY In case of a robbery, call the Beavercreek Police at 911 and then call Mall Security at (937) 427-9170. Let the police and Mall Security know if the subject is armed so they know how to proceed. Give the robber(s) what they want; remember material items are replaceable, life is not. Write down what you can remember about the robber(s) before you talk to other employees and while it is fresh in your mind. Do not touch anything; there may be fingerprints that can be used to catch the robber(s). BREAKING & ENTERING For breaking and entering, call the Beavercreek Police at 911 and then call Mall Security at (937) 427-9170. Again, do not touch anything. If you discover the door open, do not enter by yourself, as subjects may still be inside. Wait until the police arrive. If you see a suspicious person, please call for Mall Security. The mere presence of a Security Officer may deter the subject from loitering. BOMB THREAT 1. Remain calm! 2. Try to notice as much as you can about the person calling, i.e., accent, background, etc. Remain calm, ask questions, and keep the caller on the phone as long as possible. 3. Try to remember exactly what the caller said and write it down. The bomb threat checklist on the following page will help you. Keep a copy under your phone(s). 4. If your phone system has the capability, immediately dial *57 to log the call with the phone company. 5. Contact the Beavercreek Police immediately! Emergency number: 911. 6. Contact Mall Public Safety at (937) 427-9170. 7. Alert the Management Office of the situation at (937) 427-9170. We will assist in an advisory capacity and, if needed, assist in a search of the area. 31 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SECURITY BOMB THREAT CHECKLIST Use this form to assist in obtaining important information from a bomb threat phone call: Name of Operator, or person receiving call_____________________________________ Date of call ________________________ Time ______________________________ Message (Exact Language Used) ____________________________________________ _______________________________________________________________________ Questions to be answered: When is the bomb going to explode? ________________________________________________ Where is the bomb now? _________________________________________________________ What kind of bomb is it? _________________________________________________________ What does it look like? ___________________________________________________________ Why did you place the bomb? _____________________________________________________ Where are you calling from? ______________________________________________________ Description of caller’s voice: Circle answers that apply. Male Young Female Middle Age Old Estimated age___________ Did the caller have an accent? YES NO What type? Local Foreign Racial Regional Type What is the caller’s tone of voice? Soft Loud Hoarse Muffled High Pitched Deep Pleasant Other______________________________ Is the voice familiar? _____________________________________________________________ Other voice characteristics:________________________________________________________ ______________________________________________________________________________ Did the caller appear familiar with the mall? _____________________________ Background Noise? _______________________________ 32 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SECURITY MORE EMERGENCY SITUATIONS FIRE DURING STORE HOURS 1. Contact the FIRE DEPARTMENT: 911 2. Contact Mall Public Safety Office at (937) 427-9170. 3. Evacuate your store calmly. emergency evacuation. Do not panic the public by announcing 4. The Fire Department and the Mall Management personnel will instruct shoppers to evacuate the mall if the need arises. 5. Station personnel to guard the area from potential danger until the police arrive. 6. The Mall Management will contact the surrounding stores’ personnel to review the extent of possible damage. SUSPECTED FIRE – ODOR OR SMOKE 1. Make every effort to locate the cause of the odor or smoke. 2. If unable to locate, and odor or smoke persists, call the Fire Department then Mall Security and proceed as above. AFTER HOURS FIRE If a fire starts anywhere in the Mall, the sprinklers will activate, providing a surge of water to control the fire. A signal is automatically sent to our alarm company. Our alarm company will contact the Fire Department and Mall Management. The affected store managers will be contacted and advised of the situation. HELIUM BALLOONS Please do not hand out helium-filled balloons for any reason or use helium balloons as part of a display outside of your store. When released, they set off our infrared fire system. 33 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SECURITY ELECTRICAL FAILURE If your store suffers an isolated electrical failure, contact the Management Office and advise them of the situation: Phone (937) 427-9031. We will assist in an advisory capacity. SHORT TERM ELECTRICAL FAILURES If your electricity flickers off a few times for just a few seconds, the source may be the weather. These electrical failures do not last but a few seconds. EXTENDED ELECTRICAL FAILURES If for some reason your store suffers an extended failure, contact Mall Management and advise them of the situation. 1. Request your patrons to leave the store. This may prevent any accidents to your patrons and any looting from the store. 2. Once your store is free of patrons, you may wish to secure your entrances. 3. Stand by your premises, as you will be expected to reopen as soon as the situation is rectified. Mall Management will work with diligence to remedy the situation as quickly as possible. Additionally: 1. We recommend surge protectors for all computer equipment. 2. Food vendors are also urged to have back up generators for refrigeration. LEAKING SPRINKLER HEAD Due to the great amount of pressure behind a sprinkler head, any leak must be considered a priority. Contact the Mall Security at once. MALL SECURITY RULES & REGULATIONS 1. All deliveries are to be made to designated service or receiving areas. No deliveries will be permitted through the mall unless the tenant does not have a rear service door. The use of Pallet Jacks is prohibited throughout the interior region of the mall. Pallet Jacks are restricted to service hallway use only. 34 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SECURITY Merchandise being received shall immediately be moved into tenant’s premises and not left in the common areas, service corridors, or receiving areas per the Beavercreek Fire Marshall. Inspections on tenant spaces and the service corridors will be conducted periodically by the Fire Marshall and regularly by security. Any tenant not in compliance will first be warned, any further violations shall result in a citation being issued by the Beavercreek Fire Department. 2. Tenant is responsible for the storage of his trash, refuse, and garbage. Tenant shall not dispose of the following items in sinks or commodes: plastic products, sanitary napkins, tea bags, cooking fats, cooking oils, meat scraps, cutting residue, petroleum products (gasoline, kerosene, lubricating oils), paint products (such as thinner), or any other items which sinks and commodes are not designed to receive. 3. Tenant shall not permit any advertising medium to be placed on Mall walls, on tenant’s exterior walls or windows, and on standards in the mall. No permission, expressed or implied, is granted to exhibit or display any banner, pennant, sign, and trade or seasonal decoration of any size, style, or material within the shopping center, outside the tenant’s space. 4. Tenant shall not permit the use of any advertising medium that can be heard or experienced outside of the tenant’s premises. Such items may include flashing lights, searchlights, loud speakers, phonographs, radios, televisions, organs, pianos, video screens, and any other devices that can be heard or experienced outside of the tenant’s premises in a disruptive manner. 5. No radio, television, or other communication antenna equipment or device is to be mounted, attached, or secured to any part of the roof, exterior surface, or anywhere outside the premises, unless the landlord has previously given its written consent. 6. Tenant shall not permit merchandise of any kind at any time to be placed, exhibited, or displayed outside its premises; nor shall tenant use exterior walkways of its premises to display, store, or place any merchandise. 7. Tenant shall not permit or suffer any portion of the premises to be used for lodging purposes. 8. Tenant shall not, in or on any part of the common area: a. Vend, peddle, or solicit orders for sale or distribution of any merchandise, device, service, periodical, book, pamphlet, or other matter whatsoever, 35 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SECURITY unless specifically permitted to do so within the parameter of the lease use clause. b. Exhibit any sign, placard, banner, notice, or other written material, except for approved marketing activities. c. Distribute any circular, booklet, handbill, placard, or other material, except for approved marketing activities. d. Solicit membership in any organization, group, or association, or contribution for any purpose. e. Create a nuisance. Use any common area (including the enclosed Mall) for any purpose when none of the other retail establishments within the center is open for business, except for approved marketing activities. f. Throw, discard, or deposit any paper, glass, or extraneous matter of any kind, except in designated receptacles, or create litter or hazards of any kind. It is a safety and fire hazard to store anything in service corridors. Mall Management and/or the Beavercreek Fire Department may cite you. Deface, damage, or demolish any sign, light standard or fixture, landscaping material or other improvements within the center, or the property of guests, business invitees, or employees within the center. OVERNIGHT PARKING/TOWING POLICY Any unauthorized vehicles remaining on Mall property past 2:00 A.M. will be towed without notice to the owner of the vehicle. The owner will be responsible for towing fees and storage costs imposed by the towing company. A temporary parking permit must be displayed in the window of any vehicle that will be here after hours or left overnight. Each employee is responsible for obtaining their own permit from the security office. A signature is required on each permit by the individual leaving the vehicle. Contact security for a parking pass. Mall Security MUST be notified in the event that employees of your business will be working in your store past 2:00 A.M. When requesting a permit from Mall Security please have the following information ready: Store Name Vehicle owners name Vehicle make and model 36 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SECURITY Vehicle color Vehicle license plate number Parking lot where the vehicle parked If an employee of your store experiences some form of mechanical break down of their vehicle, they may leave the vehicle overnight, providing security has been contacted and made aware of the situation, and a Temporary Parking Permit has been issued. 37 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL MARKETING DEMOGRAPHIC SUMMARY The Mall at Fairfield Commons is owned by Glimcher Properties LP, and has a square footage of 1,011,936. Our trade area has been defined as a 30-mile radius around the center. The following statistics are based on the 2000 Census for Greene County. MSA Population in 9 Counties of the Dayton Area 1,250,000 Population Estimate 695,831 Total Household Estimate 317,550 Income Estimate for the County $55,562.00 Income Estimate for Beavercreek $68,801.00 Average Age 37 Percent Female 55% Percentage of Population Married Majority Percentage Households with Children 42% Percentage of Population Unemployed 3.2% Average Home Value $195,000.00 Average Monthly Rent $680.00 Occupancy Rate in Mall 98% 38 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL MARKETING MARKETING TOOLS FOR SUCCESS The Mall at Fairfield Commons has many programs designed to assist you in the marketing of your store. “Marketing Tools for Your Success” are resources available to The Mall at Fairfield Commons permanent merchants without charge. We encourage you to use these tools to maximize your sales potential. Please feel free to contact the Marketing Department if there is anything you need assistance with. SIGN HOLDERS As space allows, merchants will be able to utilize the in-mall sign holders to promote sales and events. These posters are 22”x28” and require a 1” text border. The signs must be professionally produced and all signs are subject to approval by the Marketing Department. TABLE TENTS Table tents are a great opportunity to promote your in-store events and special offers to our guests in the 650-seat food court. This space is available for our merchants on a first come, first serve basis. Table tents must be professionally produced, one sided and exactly 4” X 6” in size. All table tents are subject to approval by the Marketing Department. Table tents can be reserved for 2 weeks at a time. Please provide 150 table tents to be displayed. Table tents will not be returned after use. Contact the Marketing Department to reserve your space. DISPLAY CASES Display cases are available on a first come, first serve basis when the carts are not being leased. You must fill out an application prior to receiving a display case. Contact Specialty Leasing to reserve your cart. RED FOLDER PROGRAM The Mall at Fairfield Commons operated a “Red Folder” program that provides a means of communication from the Mall Management Office to the stores, and an opportunity for the stores to communicate with each other. Each store receives a Red Folder every Wednesday that contains memos, newsletters and special notices from the Management Office and stores within the mall. If you choose to distribute information to the merchants, please provide 150 copies and deliver them to the Management Office no later than Tuesday at noon. We encourage all stores to use this FREE program to publicize your in-store promotions and programs to over 2,500 employees. 39 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL MARKETING MOMTOPIA Momtopia is a virtual online community and resource within The Mall at Fairfield Commons website. The program speaks directly to the mothers in our customer database that have children 0-8 years of age. Through Momtopia, our retailers can take the opportunity to highlight their sales, promotions and events that are targeted toward moms and families. Contact the Marketing Department to discuss the number of ways that your store can become involved. Sales Associates work events with the Marketing Department. Donate a door prize that a child may win. Donate giveaways that each child attending the event may receive. Offer a special discount for Momtopia members. THE SHOPPING LINE The shopping line answers all incoming phone calls to The Mall at Fairfield Commons. The Shopping Line gives out Mall information to our customers. All stores have the ability to promote special events or employment opportunities. A Shopping Line form is available at the Management Office. LICENSE TO SHOP The Mall at Fairfield Commons produces and distributes over 15,000 License To Shop brochures each year. By participating in the License To Shop program you not only increase your traffic flow, you also support local charities. License To Shop brochures are distributed free of charge to non-profit organizations who sell them for $5 each and keep 100% of the profits. WEBSITE The Mall at Fairfield Commons continues to update the website at: www.mallatfairfieldcommons.com The event listing is available to promote special events or activities your store is hosting. Graphics can be posted in this section of the website. Contact the Marketing Department for further details. A new feature to the website is the ability of each store to post their own sales/specials/employment opportunities as often as they choose. This is an easy process to do on your own or the Marketing Department is happy to help you get started. Visit www.retailhub.com to register. 40 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL MARKETING EMAIL MARKETING The Mall at Fairfield Commons has an email database of over 10,000 qualified shoppers who have requested more information from our mall and have registered for our Fashion Forum program. This gives members a chance to receive advance notice of our sales, exclusive offers and invitations, fashion trends and advice. Our email marketing is a great opportunity for our stores to take advantage of advertising to our customers. To provide information for email marketing, please contact the Marketing Department. Retailers are encouraged to join this e-group at www.mallatfairfieldcommons.com to stay informed of upcoming activities at the mall. EMPLOYEE DISCOUNTS Employee discounts are a great opportunity to reach the over 2,500 employees at The Mall at Fairfield Commons. Mall employees are a captive audience, and in most cases, some of your best shoppers. Please notify the Marketing Department of your employee discount. STORE DIRECTORY The Mall at Fairfield Commons store directory lists every retailer in the center under the appropriate categories and indicates their location in the Mall. Directories also include a list of Guest Services and center amenities. All permanent retail stores will be listed in the printed directory and on the monument sign directories throughout the mall. FACILITY AVAILABILITY Extended store shopping hours are always welcome. If you plan to host a special sale or event, such as Friends & Family sale or private shopping nigh. Just put your request in writing and submit it to the Management Office. Mall Management will make arrangements for access to the center before or after normal operating hours. PEOPLE COUNTER The Trafsys sensor system at The Mall at Fairfield Commons offers pedestrian traffic counting. With the system, all exterior entrances to the mall are monitored. It provides coverage of the entire mall, thus providing a complete picture of traffic, traffic patterns, traffic trend and special event traffic. 41 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL MARKETING BIG IDEAS? Do you have an idea that will increase your store’s sales that is not on the list? Call us! We provide marketing consultations to our retailers and are happy to help you develop custom ideas for advertising, events and promotions that will help keep your registers ringing! Sponsorships and advertising opportunities are also available to our tenants for an additional cost. DISCOVER GIFT CARDS – Gift Giving Made really, really easy! A Mall at Fairfield Commons gift cards can be purchased at Guest Services. Gift Card giving is made easy with two options: The Discover Gold Card Can be used in just about any store in the Dayton Mall and Mall at Fairfield Commons. Has a purchase fee of $2.00 per card. Card purchase fee waived on orders exceeding 15 cards. Can be purchased in increments from $15.00 - $500.00. The Discover Platinum Card Can be used anywhere you see the Discover Network logo. Has a purchase fee of $3.95 per card. Card purchase fee waived on orders exceeding 15 cards. Can be purchased in increments from $25.00 - $500.00 IMPORTANT INFORMATION Retail Support: If you’re experiencing problems processing a Gift Card call: 1-888-533-4328. Auth/Void Support: If you need to reverse a Gif Card transaction call: 1-888-489-0464. These services are provided 7 days a week from 10am – 7pm. Please DO NOT call the phone numbers on the back of the cards, this number will charge the customer. FREQUENTLY ASKED QUESTIONS: How is a gift card processed? The gift card processes just like a credit card. Ask the customer what the current balance is on the gift card before processing the transaction. Each transaction must receive a valid authorization at the time of purchase. 42 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL MARKETING How is a gift card balance obtained? Visit Guest Services or call them at 937-427-4301. Visit www.giftcardbalance.com How do I process a return on an item purchase with a gift card? The customer should present the gift card and merchandise to be returned. Depending on your store’s policy, the customer may need the gift card to process the return or receive in-store credit. Refunds or credits issued to a gift card require a minimum of 2-3 business days to process. How do I process a split-transaction? If your store has a split-transaction policy you should follow your store’s policy. If your store does not have such a policy you may follow these steps: Determine the amount remaining on the customer’s gift card without processing the gift card. Accept an alternate form of payment for the difference before processing the gift card. Swipe the gift card, processing the remaining balance due. Please contact Guest Services or the Management Office with any questions. MERCHANT MEDIA RESPONSE PROCEDURE Please be familiar with your company’s policy on responding to media inquires on behalf of your store. The following guidelines are to be followed regarding media responses: 1. Store employees are not authorized to speak on behalf of The Mall at Fairfield Commons. The General Manager and Marketing Director are the center spokespersons. Please direct any requests to the Management Office. 2. If a reporter requests comments on behalf of your store please refer to your company’s individual policy. 43 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL MARKETING 3. Photographers are not allowed to film your store front or within your store without your approval. If you allow such filming, we strongly suggest you protect yourself from any liability. If you encounter a reporter or media representative of any kind, please notify the Management Office or the Security Office. POLICY ON CUSTOMER COMMENT CARDS The Mall at Fairfield Commons receives numerous customer comment cards each week. Some are good and some are not so good. We are implementing a policy that will allow us all to take advantage of comments and ultimately improve customer service. Therefore, in an effort to respond to legitimate feedback from our customers we will share these comments with both the Store Manager and the District Manager. Our goal is not to make you and your associates look bad, but to efficiently and effectively respond to our customers’ needs and suggestions. Both compliments and concerns will be shared with all involved. It is our goal as the management staff to respond to these comments within 48 hours, initially. Beyond that time period, we want to work with you and your company to improve and refine your customer service, as needed. If you are interested in meeting with any member of the Mall Office staff about a specific comment, please give us a call and we will be happy to sit down with you and/or our staff to discuss it. 44 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL MAGICAL NIGHT OF GIVING WHAT IS MAGICAL NIGHT OF GIVING? The 9th annual Magical Night of Giving is a four-hour event that includes Santa’s arrival, holiday entertainment, and fabulous door prizes! The event is held in November to help kick-off the holiday season at The Mall at Fairfield Commons. Magical Night of Giving is designed to create additional sales for mall retailers and at the same time help support our local non-profit organizations. Tickets for the event will be sold six weeks prior by local non-profit organizations. They sell the tickets for $5 each and retain 100% of the funds raised from ticket sales. WHO IS INVOLVED? Local non-profit organizations Merchants Outside sponsors Ticket-holding guests Various entertainment MAGICAL NIGHT OF GIVING IS A WINNING SITUATION FOR ALL 45 of 62 For local non-profit organizations, the event is a huge fundraising opportunity. Non-profit organizations sell tickets to the event and retain the proceeds to support their programs. These local community organizations also provide additional publicity and free advertising for the event. For shoppers, the evening is a fun-filled, family-oriented shopping extravaganza featuring special discounts, door prizes, entertainment, and of course, early holiday shopping. For merchants, the evening means additional sales during the holiday shopping season. By participating, The Mall at Fairfield Commons' merchants will establish themselves as good neighbors and generate a lot of positive publicity during the holiday shopping season. JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL MAGICAL NIGHT OF GIVING HOW MERCHANTS CAN PARTICIPATE In order to help make your participation in Magical Night of Giving as profitable as possible, here are a few tips from retailers who have successfully participated in the past. SPECIAL OFFERS ARE THE KEY TO SALES DURING THE EVENT. Results from 1999 through 2005 clearly show that retailers, who produced the offers or discounts most attractive to the shoppers, generated the most sales from the event. Shoppers, who have a limited amount of time to shop during the four-hour event, spend their time and money in stores that offer the best discounts. Each attendee at Magical Night of Giving will receive an event guide. This guide will highlight special retailer offers. This is just another reason of why it is important to provide a special offer to the shoppers- it is put directly into their hands. Work closely with your Mall Management Team and your home office or District Manager to coordinate your store’s participation in the event. If you have the option to host a Friends and Family night, plan to hold this event during Magical Night of Giving, and extend the Friends and Family offer to ticket holders. You will see the results! WE NEED EVERYONE’S SUPPORT TO MAKE THIS EVENING TRULY MAGICAL! MAGICAL NIGHT OF GIVING CONTACT INFORMATION MARKETING DEPARTMENT: Marketing Director: Marketing Coordinator: Kristie Miller Kristin Stroh Address: The Mall at Fairfield Commons 2727 Fairfield Commons Beavercreek, OH 45431 Phone: 937-427-9031 Fax: 937-427-3668 Information regarding Magical Night of Giving will be distributed during the fall months. Please contact the Marketing Department with any questions. 46 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SERVICE AT EVERY LEVEL SERVICE AT EVERY LEVEL “Service At Every Level” is The Mall at Fairfield Commons philosophy. We believe the guest is the most important part of our job. It is everyone’s responsibility to take care of our guests, whether you are a store employee, a contracted employee or a Glimcher employee. We are all part of the same team. At The Mall at Fairfield Commons, everyone is treated as a guest. There are both internal and external guests. Internal guests include co-workers, vendors, and store employees. External guests are the visitors to The Mall at Fairfield Commons who come to shop and to be entertained. We aim to ensure each guest’s visit to The Mall at Fairfield Commons is both pleasant and memorable. THE MALL AT FAIRFIELD COMMONS CULTURE The Mall at Fairfield Commons has made a commitment to “Service At Every Level.” This is our culture. By listening, identifying and reacting, we will provide for our guests service beyond their expectations. We will always go beyond the call of duty to assist a guest by offering “Service At Every Level”. Each Mall at Fairfield Commons team member is responsible for our guest, and should offer the kind of quality and personal service they would like to receive. In turn, each Mall at Fairfield Commons team member will reap the rewards of a job well done. THE MALL AT FAIRFIELD COMMONS VALUES The Mall at Fairfield Commons team members consistently stand behind our shared values. Our values listed below foster the “Service At Every Level” culture that is in place throughout The Mall at Fairfield Commons. INTEGRITY HONESTY RESPECT FOR OTHERS TEAMWORK OPEN COMMUNICATION POSITIVE LISTENING SKILLS PROFESSIONALISM INITIATIVE ENTHUSIASM POSITIVE RECOGNITION ACCOUNTABILITY 47 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SERVICE AT EVERY LEVEL TIMELY FOLLOW THROUGH COMMITMENT SERVICE DEFINITIONS CUSTOMER: A person with whom you have dealings GUEST: A person entertained by another acting as the host Retail guests desire a certain quality of service wherever they go. This includes the following: SERVICE: Fast and efficient service Kind and attentive treatment Courteous behavior Respect A great attitude Professionalism Delivery of promises Positive listening skills Timely, fair solutions Good manners An act giving assistance or advantage to another SERVICE AT EVERY LEVEL: The Mall at Fairfield Commons Culture The belief that every center guest is equally important and that taking care of those guests is the responsibility of each Mall at Fairfield Commons team member, whether you are a contracted employee or a Glimcher employee. Guests at The Mall at Fairfield Commons include both internal and external guests. Internal guests include co-workers, vendors, and store employees. External guests are the visitors to The Mall at Fairfield Commons who come to shop and to be entertained. Taking care of guests involves always going above and beyond to ensure each guest’s visit to The Mall at Fairfield Commons is a positive and memorable experience. At The Mall at Fairfield Commons we fulfill a guest’s less obvious needs. 48 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SERVICE AT EVERY LEVEL SERVICE FACTS Retail guests will spend up to 10% more for the same product with better service. When retail guests receive good service, they tell 9 – 12 people. When retail guests receive poor service, they tell up to 20 people. 82% of guests will repurchase from a company if their complaint is handled quickly and pleasantly. If the service is truly poor, 91% of retail customers will not return to a store. Communications plays an important role in service. communicate in the following way: It is proven that people 55% of what we learn from others comes from their body language 38% comes from tone of voice 7% comes from words spoken FIRST IMPRESSIONS First impressions are of the utmost importance. It only takes 20 seconds for a guest to form a first impression of The Mall at Fairfield Commons. It is every team member’s responsibility to ensure that this impression is an excellent one. Appearance plays an important part of making a first impression. PROFESSIONAL APPEARANCE 49 of 62 Appear neat and well-groomed Wear clean and appropriate clothing Keep hair clean and away from face Keep hands clean and neatly manicured Do not wear strong fragrances or colognes Women should wear makeup in moderation Men should be neatly shaved or groomed Shoes should always be shined No drinking, eating, smoking, or chewing gum while you are in the presence of guests. This includes both inside and outside of the center. JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SERVICE AT EVERY LEVEL THINGS TO REMEMBER Guests are never an interruption to your job. They will feel unimportant. We must show them that we have regard for their needs. If appropriate, establish a personal relationship with the guest you are assisting. Always be sincere. COMMUNICATION VERBAL COMMUNICATION Everyone will at one point or another come into contact with The Mall at Fairfield Commons guests. Some will be in constant contact. When speaking with guests, it is very important to be able to communicate effectively. INFLECTION Inflection makes us sound warm and friendly. Guests will feel more comfortable while talking to us because of this wave like movement between the highs and lows in our verbal pitch. Inflection also serves to show the guest how interested we are in the conversation and, thus, in them. Without inflection, we sound monotone and disinterested. Concentrate on the following when speaking: smiling, stressing words, breathing and exaggerating one’s pleasant tone. VOLUME Volume is also important when we are speaking to our guests. If a guest is speaking loudly because they are angry or upset, do not yell back at the same volume. Start speaking at a lower volume, which will bring the guest’s volume down to meet yours. If a guest is confused or lost, speak very affirmatively with a slightly louder tone, but be certain not to be offensive. PACING Pacing is matching a guest’s rate of speech and intensity. It is one of the best ways to establish rapport with a guest. Most people speak at a rate of 100 – 150 words a minute. Intensity indicates the strength of the speaker’s emotion. This changes with the level of concern over a particular situation or question. It is very important to reflect back intensity to the guest. Be as concerned as the guest is. 50 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SERVICE AT EVERY LEVEL GENERAL GUIDELINES TO FOLLOW WHEN SPEAKING: Smile Sit up straight. Think about your posture. Use a low pitch voice to match that of your guest’s. Avoid extreme volume. Do not say “You know,” “I guess,” “I don’t know,” or “I’ll try.” NON-VERBAL COMMUNICATION Non-verbal communication is made through body language. Body language is a constant flow of communication. It reveals what you are thinking and feeling. EYE CONTACT Eye contact allows people to know you are interested, receptive and attentive. FACIAL EXPRESSIONS Our faces are billboards advertising the way we feel. Be careful never to let the stresses of the day land on your face. A relaxed or pleasant expression is the ideal most of the time. Be certain to change your facial expression to suit a guest’s need or situation. POSTURE AND BODY MOVEMENT Our posture and body movement show our energy level and interest in the guest. Guests will be able to notice if you are impatient if you: Lean back and step away Turn your body away and face another direction Push yourself away from the desk or table Gather you papers Look at your watch Instead: Nod occasionally - to show that you are listening Lean forward - to show that you are interested Face the guest - to show where your attention is HAND GESTURES Hand gestures are about being natural. Many people are said to “talk with their hands.” It is a natural way for people to express their feelings. 51 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SERVICE AT EVERY LEVEL Open-handed hand gestures are viewed as gracious. They may be used to softly direct a guest. Closed-handed hand gestures, such as pointing with one’s index finger, are construed as a command as opposed to an invitation. Pointing is rude and intimidating, and is not acceptable at The Mall at Fairfield Commons. TOUCHING Many people are sensitive to touch. Please refrain from touching any guests. This includes putting your arm around a guest, patting a guest on his back, etc. Even though these are meant to be friendly gestures, they may be misconstrued. PHYSICAL DISTANCE People like to keep a certain amount of physical distance between themselves and another person. Personal space is the distance that feels comfortable between you and another person. There are two spatial zones: Personal Social 2 – 4 feet 4 or more feet By maintaining a safe personal zone, you facilitate communication, trust and comfort. Most conversations with guests will take place in the personal range. This will allow enough privacy for confidential discussions but also a safe comfortable distance. 52 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SERVICE AT EVERY LEVEL THE MALL AT FAIRFIELD COMMONS LINGO It is important to always speak positively. The following chart indicates how The Mall at Fairfield Commons team member will present the best impressions. SAY: INSTEAD OF: I’ll find out. I don’t know. What I can do is… No. This is who can help you. That’s not my job. I understand your frustration. You are right – this stinks. Let’s see what we can do about this. That’s not my fault. I can help you. Talk to the manager. I’ll try my best. You want it by when? I’m sorry. Calm down. I’ll be with you in one moment. I’m busy right now. I will call you back. Call me back later. WHAT TO SAY INSTEAD OF NO Answering guests with a clear-cut, hard “no”, does not typically work. If a guest cannot get exactly what they want, make sure you give them the closest thing you can. First, TELL the guest that you want to help them and the specific actions you will take to try to satisfy them. Second, SHOW the guest that they have some control over the situation. Possibly recommend an action the guest may take in the future to prevent a similar occurrence from happening again. 53 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SERVICE AT EVERY LEVEL DESCRIPTION OF “SERVICE AT EVERY LEVEL” CONSIDERATE SERVICE The Mall at Fairfield Commons team members always say “please,” “thank you,” and “you’re welcome”. They show respect for all guests visiting the center. EFFICIENT SERVICE The Mall at Fairfield Commons team members are always productive. KIND SERVICE The Mall at Fairfield Commons’ team members always smile. HELPFUL SERVICE The Mall at Fairfield Commons team members are always sincere and glad to be of service. PROFESSIONAL SERVICE The Mall at Fairfield Commons’ team members are always neat and dressed for their job. They keep the operation running smoothly. Be proud of The Mall at Fairfield Commons, your Mall at Fairfield Commons’ name badge and your Mall at Fairfield Commons uniform. CONVENIENT SERVICE The Mall at Fairfield Commons team members are always there when a guest needs assistance. Within ten seconds of noticing a guest struggling with any given situation, a Mall at Fairfield Commons team member approaches that guest and offers help. No team member will ever be reprimanded for momentarily leaving his or her task while assisting a guest. ATTENTIVE SERVICE The Mall at Fairfield Commons’ team members understand the needs of the guests are top priority. When addressing a guest, a Mall at Fairfield Commons team member will always keep and maintain eye contact. If appropriate, ask for a guest’s name as a means of establishing a relationship. 54 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SERVICE AT EVERY LEVEL SKILLED SERVICE The Mall at Fairfield Commons team members will be trained in how to do their jobs well. They will know the center, the stores, the merchandise, the amenities, the programs, the events and more. They will know how to serve a guest completely and to fulfill a guest’s less obvious needs. KEEP YOUR EYES OPEN Throughout your day while you are at The Mall at Fairfield Commons, observe your surroundings. Look for guests who need assistance. Everyone plays a part in fulfilling our guest’s needs. The following are examples of what team members should always look for, even while fulfilling daily responsibilities: 1. A guest standing staring at a directory. 2. A guest struggling with managing numerous shopping bags and packages. 3. A guest looking lost or distressed. 4. A guest unable to locate their car. 5. A guest trying to open a door. 6. A guest having trouble communicating because of a language barrier. 7. A guest who is physically challenged and looks as if they could use some assistance. 8. A child that appears to be lost. 9. A misplaced sign holder or poster. 10. A freestanding directory kiosk without any hand-held store directories for guests. 11. An overflowing trash receptacle. 12. Store signage outside of the store’s lease line. 13. Loud music coming from a store. 14. Misplaced shopping carts, food court trays, and strollers. 15. Trash scattered across the floor, rear hallway, or anywhere on property. 16. A burnt out light fixture. 17. An entrance without door decals. 18. Wet floors either because of spills or inclement weather. 19. Clean restroom facilities. 55 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SERVICE AT EVERY LEVEL 20. Appropriate directional signage. 21. Tour buses arriving on property. 22. Tour bus drivers needing assistance. 23. Suspicious activity. “If you see a guest without a smile, give them one of yours.” THE THIRTY SECOND RULE - Anonymous The Mall at Fairfield Commons Team should approach or acknowledge all guests within ten seconds. The Mall at Fairfield Commons team members will be attentive of their surroundings and The Mall at Fairfield Commons guests. Guests are NEVER an interruption. Look for guests who need assistance. We are here to offer “Service At Every Level.” EXAMPLE: A guest is standing by a directory looking for a store. ACTION: You, a Mall at Fairfield Commons’ team member, see this but are in the process of talking to another Mall at Fairfield Commons team member. You should stop what you are doing and go to that guest within ten seconds. Introduce yourself and offer assistance: “Hi. My name is Mary. I work for The Mall at Fairfield Commons. How may I help you?” RESULT: The guest will feel important and will be able to proceed with their visit. You can then return to your conversation. HOW TO ASSIST A DISSATISFIED GUEST All employees at some point will come face to face with a difficult guest. The nature of our job sometimes may require us to work with rude, frustrated, irate or confused guests. However, at no time should interactions in these situations result in loud verbal arguments. 56 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SERVICE AT EVERY LEVEL SIX STEPS FOR ENCOUNTERS WITH A DIFFICULT GUEST 1. LISTEN CALMLY The guest who is upset, needs time to vent. Do not interrupt as they let out their emotions. Just listen calmly and nod your head to show that you are paying attention and are concerned about their situation. Never walk away and NEVER retaliate. Anger is an emotion looking for someone or something to blame. The anger may appear to be directed at you, but you are just the receiver. Never take their frustration personally! 2. AVOID GETTING TRAPPED IN A NEGATIVE FILTER Friction between representatives and guests is often worsened by how the representative interprets the guest’s behavior. Once a label is pinned on a guest, it becomes a negative filter changing how we speak, listen and interact with the guest. When you come across a situation like this, focus on giving good service. Ask yourself what the guest needs and how you can provide it. 3. EXPRESS EMPATHY Do not confuse empathy with sympathy. Sympathy is when you over identify with the guests’ situation. Empathy, on the other hand, says only that you understand the situation. Phrases that you could use include the following: “I can see why you feel that way.” “I see what you mean.” “That must be very upsetting.” “I understand how frustrating this must be.” “I am sorry about this situation.” Empathy means having to say, “I am sorry.” It does not imply anything was done wrong, but that you are genuinely sorry that the guest has had a bad experience. 4. BEGIN ACTIVE PROBLEM SOLVING Ask questions of the guest to clarify the cause of their problem or situation. Mirror back to them your interpretation to ensure that you are in agreement. 5. MUTUALLY AGREE ON SOLUTION Do not promise what you may not be able to deliver. Offer the guest several options and then agree on the most appropriate decision. 57 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SERVICE AT EVERY LEVEL 6. FOLLOW UP After the situation has passed, it is a good idea to follow up. You may need to look into fixing what caused the problem. Also, you may want to send a letter to the guest. THINGS TO MAKE SURE YOU DO Have a positive attitude Be courteous and professional Practice promptness and responsiveness Be a good listener Get started with the facts Follow through Treat each problem or situation as unique Communicate and follow-up Solicit feedback Thank the guest and ask them to return THINGS TO MAKE SURE YOU DO NOT DO Cringe at the sight of a guest Get angry Be short or curt Raise your voice Grind your teeth Talk in a negative tone Make faces Talk about guest RECTIFYING SITUATIONS As trained members of The Mall at Fairfield Commons team, everyone is capable of rectifying a problem situation on their own. When you have an angry or disgruntled guest, it is not necessary to have them speak to your manager or the Management Office unless under extreme conditions or if it is a situation in which you feel uncomfortable making a judgment call. Remember a complaint is an opportunity to get valuable guest feedback. 58 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SERVICE AT EVERY LEVEL TEN GOOD SERVICE HABITS 1. FOLLOW THROUGH ON YOUR PROMISES Recognize that The Mall at Fairfield Commons offers superior and complete service and that it is your responsibility to fulfill all guests’ needs and surpass their service expectations. 2. GO THE EXTRA MILE If a guest asks for a store, don’t simply utter its location. Instead take a directory and show the guest the most direct way to get to that store. If possible, walk the guest to the store. 3. OFFER GUESTS AN OPTION If a guest is looking for a particular item, list a number of retailers as opposed to just naming one. 4. EXPRESS EMPATHY If a guest is upset about a situation, listen to what the guest has to say. Do not cut them off, interrupt them, nor act as if you do not have time for them. Show them you care and that you are apologetic, then offer a solution. 5. TREAT GUESTS AS THE MOST IMPORTANT PART OF YOUR JOB Guests are the most important part of The Mall at Fairfield Commons. Understand that listening and assisting the guest is every team member’s top priority. 6. TREAT YOUR CO-WORKERS AS GUESTS To create a pleasant work environment, it is important for team members to show mutual respect for one another. 7. GIVE THE GUEST YOUR NAME It is important to establish a relationship with your guest when appropriate. 8. SMILE A smile goes a long way towards making a guest feel welcome. It also will make you feel happy. 59 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SERVICE AT EVERY LEVEL 9. SPEAK WITH INFLECTION In other words, do not speak in a monotone fashion or it will appear as if you are uninterested and unfriendly. 10. ALWAYS MAKE EYE CONTACT Eye contact shows the guests that you recognize them and that you are being attentive to them and their needs. “SERVICE AT EVERY LEVEL” IDEALS Standard Service “Service At Every Level” Answer the phone. Answer the phone by the third ring. Return calls. Return all calls within 24 hours. Speak clearly. Speak clearly and in a pleasant tone. Be attentive to the customer. Make eye contact and greet the guest within ten seconds of their approaching you. Be empathetic with a dissatisfied customer. Always apologize dissatisfied. Take personal responsibility for helping the customer. Always give the guest your name, title, store phone number. Dress appropriately for work. Wear your uniform at all times, and wear it with a smile! Assist all customers that approach you. Assist all guests within ten seconds. Look for guests who appear to need assistance without waiting for them to approach you. Answer questions. Answer the guest’s question fully, and then ask if you may be of further assistance. Give directions. Give the guest a directory or write down driving directions. 60 of 62 if a guest is JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SERVICE AT EVERY LEVEL THE REWARDS OF “SERVICE AT EVERY LEVEL” HOW DOES IT FEEL? Providing excellent service will make everyone feel good. Team members will go home at the end of the workday knowing they did a great job and guests enjoyed their Mall at Fairfield Commons visit and will return on another day. Each team member plays a part in why The Mall at Fairfield Commons is “Service At Every Level.” “The reward of a job well done is having done it.” - Ralph Waldo Emerson 61 of 62 JUNE 2008 THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL SERVICE AT EVERY LEVEL “There is only one boss and whether a person shines shoes for a living or heads up the biggest corporation in the world, the boss remains the same. It is the customer! The customer is the person who pays everyone’s salary and who decides whether a business is going to succeed or fail. In fact, the customer can fire everyone in the company from the chairman on down and he can do it simply by spending his money somewhere else. Literally everything we do, every concept perceived, every technology developed and associate employed, is directed with this one objective clearly in mind—pleasing the customer.” Sam M. Walton 62 of 62 JUNE 2008
