lessons.cgi - Start Your Own Small Business: Lesson 11...

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Start Your Own Small Business: Lesson 11 (printer-friendly version) Your Instructor: Kris Solie-Johnson INSTRUCTIONS: To print this page, wait for the page to fully load. Once the document is ready to print, simply click your browser's File menu and choose Print . To save this page, click your browser's File menu and choose Save As . Select a disk drive and folder to receive the file, and change the name of the file to less11.htm . To view the file while you are offline, just go to the drive and folder you selected when you saved the file and double-click the file named less11.htm . Your browser will start and you will have access to the file. Chapter 1 Introduction 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. Chapter 2 Ethics, Sexual Harassment, and Employee Handbooks
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When you first start a small business, you will probably be your only employee. You are operating by yourself and making every business decision yourself. You'll decide where to locate, how to advertise, what merchandise and equipment to buy, and what hours you are open. As your business grows and you add employees, you'll delegate some of these decisions to others since you can no longer do everything yourself. When you delegate, you'll want to make it very clear to your employee what area is to be his or her responsibility and how it should be managed. This will become your policy
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lessons.cgi - Start Your Own Small Business: Lesson 11...

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