BEING A GREAT REP
Interacting with Store
Selina and Ian — and therefore Cloud & Joy — pride ourselves on our support of our retail partners… who are often small, independent or family owned artisan and natural markets. Thus, maintaining a great relationship with the management and staff is extremely important. This means:
Arriving at the time arranged with the store
Check-in with the store management or your regular store contact
Respecting the rules of the store and requests by management
Leaving the sampling station and your space as clean as when you found it
When merchandising, be respectful of the other brands in the cabinet (aka don’t mess up their space in the cabinet, and if something gets knocked-over etc. fix it)
Sampling by staff is allowed and encouraged! Having anyone form the stockers and cashiers to managers knowing our brand, liking us and having knowledge of the product is only a plus. If they aren’t on break, you can encourage them to come back when they are free.
Interacting with Customers: Be Kind!
The Golden Rule for our Brand Ambassadors can be summed up in these words: Be Kind.
This is more than just keeping a smile. It’s wanting people to discover something that helps them live better while not depriving something that makes them happy — and knowing that it’s very clean and wholesome too. So beyond just a smile, it’s also being ‘present’ to the people around you and actually listening to their wants and what they have to say. In other words:
Always be Friendly
Always be Attentive
Equal in importance with getting people to taste the product and learn about it’s benefits is to create a warm interaction and leave people with a positive feeling and relationship with Cloud & Joy.
This Means:
Don’t focus on your phone etc. while on duty — even if it’s slow. It communicates disinterest and a ‘don’t bother me’ vibe.
Greet everyone and make eye contact.
Let them know what we’re offering in a simple way (see some suggested phrases below). If they ignore you or don’t want it don’t insist or pressure.
Encourage them like they were a friend visiting your house.
No question is stupid!
If someone needs help not related to Cloud & Joy with the store and you can’t help — find someone for them if you can.
Any Flavor. Or All.
People can try as many flavors as you have available to sample. If they want to try them all, not only allow it but encourage it. If they want to try a spoon a second time, let them (happily). In fact, we love the phrase “you can try any flavor. Or all flavors!”.
This goes back to the ‘treat them like your friends visiting your house’. You want to feed them!
Show People Where the Product is Located.
When you have the ability to do so, either get the pint for them from the freezer case, or show them where the pint is located personally. If you get the pint for them, point out where it is so they know for next time! Doing this small extra bit of service can not only secure a sale, but it further demonstrates that you care and fosters a pleasant interaction with Cloud & Joy.
Children and Sampling.
Children are welcome to try (there are certain flavors like Boozy Bee that although don’t have alcohol may not be super appropriate) — but Always Always Always ask their parents’ permission and ASK ABOUT ALLERGIES
If they want seconds, you can — but again ask the parents/guardian if they can have more.
