Start Your Own Small Business: Lesson 11
Your Instructor: Kris Solie-Johnson
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Operating your business can present you with a lot of unwelcome surprises, or with careful planning, it can present a
smooth, efficient, and pleasant environment for you and your customers.
To achieve the image you want to create involves careful planning well ahead of your grand opening. Successful
businesses rely on sound policies. They are written to become solid points of reference from which operating
procedures are then developed.
When you or your employees are minding the store, you'll be using established day-to-day procedures of inventory
management, credit, security, what to do in emergencies, how to handle customers, and so on. There will always be
crises, but you can avoid most of them if you have anticipated the solutions before the crisis occurs.
In today's lesson, you'll learn about the main employee policies, including an ethics policy and a sexual harassment
policy. Both policies will be included in an employee handbook, which we'll talk about briefly. Every employer should
create an employee handbook.
Next we'll discuss customer relations policies that establish how you'll deal with your customers. We'll review policies
that guide sales, merchandise quality, returns, delivery, hours, donations, and more.
Then we'll talk about how to set up and manage credit card processing for your business. In addition, we'll discuss
collection policies and take a look at some sample collection letters.
Finally, we'll end with security policies for emergency procedures, along with inventory management policies to ensure
you always have the right product available when your customer wants it.
We have a lot to cover today, so let's get started.
Ethics, Sexual Harassment, and Employee Handbooks