Earn Trust. Hygiene First. This is the motto of the brand stores now - to get traction, traffic and transactions. Based on its experience, Bsharp draws up the Standard Operating Process for the personnel in the stores, the stores themselves and a framework for customer interaction. We will back it up with training content for the same and app based Hygiene Trackers.

1. EARN TRUST.
HYGIENE FIRST.
PROPOSED SOP FOR BRAND RETAIL OUTLETS.
4TH MAY 2020.
www.bsharpcorp.com

2. Saturn was thrown away from the skies by the
mighty Jupiter and didn't have a safe place to go.
Janus, the wise king, gave Saturn a place to stay. Saturn got
happy.
Saturn gifted an additional face to Janus - the original old
one to look behind with wisdom and a young new face to
look forward with optimism.
You see Janus on the entrance of cities, public buildings, and
homes. Janus is now the Greek God of the future.
Janus saves Saturn
Painted ceiling in Waltham Abbey parish church, depicting Janus facing both past and future.
https://www.ancient-origins.net/myths-legends-europe/janus-figures-0011548

3. Today, with COVID 19 and the lockouts, we are in the cusp of
the transition. For anyone in business, Janus should be our
patron Greek God for this season.
Like Janus, we should look behind with wisdom and look
forward with optimism.
There are many things that are unclear, but some aspects of
the future are crystal clear. We should pursue the things
that are clear, with the experiences from the past.
Look behind with wisdom.
Look forward with optimism.
What is clear today?
It is clear that the business has to:
• Earn Trust: Earn the trust of the
customer, all over again
• Connect More: Stronger customer
connect than before.
• Be Flexible: In more ways than you
imagined before.

4. This translates to earning the trust of the customers
and that of the authorities.
Here, we outline the Standard Operating Process for
branded retail outlets in post-lock-out times, with
specific focus on earning the customer trust.
We will cover the following:
• What do you need
• Salesperson SOP
• Retail outlet SOP
• Customer processes
Then we will briefly touch upon:
• Customer communication
• Flexibility required
Earn Trust. Hygiene First.

5. Operational items for hygiene SOP
Based on our discussions with brands and small
retailers, we have compiled a list of items to buy:
• Sanitizers
• Non-contact infrared thermometers
• Masks - extra masks for the outlet
• Hand wash soap in the toilet
• Gloves - to have 'Touch-free' demos and deliveries.
Extra gloves to provide to customers if appropriate.
This will allow them to 'touch and feel' the demo
items.
• Disposable pens for signing in orders
• Regular surface cleaning products like Lizol, mops
and other cleaning equipment.
Hygiene items checklist

6. These are the 'Standard Operating Procedures' to be
introduced for the sales personnel in the store:
• Temperature check on entering the store every
day: Has to be normal +/- 0.3 degrees F.
• Masks: Wearing of mask throughout the day
• Gloves: Wearing of gloves whenever you are
touching the merchandise (on demo or new)
• Handwash: Compulsory hand wash every two hours
with soap - in staggered timing so that there is no
crowding in the wash area. Handwash in the start
of the day.
• Social distance with colleagues: Avoid gathering
during free time
Sales-person hygiene SOP

7. • Common equipment: Do not use any common
equipment [Phone, Computer, Demo Equipment]
without masks, gloves. Same applies for other tools
like keys, helmets, bikes.
• Social Distance appropriate greetings with
the customer. No handshakes with customers ever.
Note: Gloves are not standard in most of society.
However, in the retail outlet, we have to
communicate additional safety measures to our
customers through our actions.
That is why we have recommended Gloves also as part
of the SOP.
Sales-person hygiene SOP

8. • Other people: The first person does the
temperature check for every other person entering
the store. Entry only on temperature within
range. Only 33% of store members are allowed in.
• Entry mechanism: Fingerprint scanners and other
touch-based entry systems in the outlet are
disabled. Sensor-based auto-opening doors are
recommended. Else, have a normal glass door with
a long handle.
Retail outlet hygiene SOP
These are the 'Standard Operating
Procedures' to be introduced at the
Retail Outlet level:
• First Person: The first person who
enters the store does 'self
temperature check': Has to be
normal +/- 0.3 degrees F. Else,
the person hands over keys to
next person and goes away. The
second person becomes, in effect
the first person.

9. • Sanitizer in the entrance: Sanitizers are kept just
near the entrance so that the customers can use it
as they enter and exit.
• Floor and toilets: The floor of the outlet is cleaned
with a disinfectant twice in a day. The toilet of the
outlet is cleaned with a disinfectant twice in a day.
The shelves are cleaned once a day.
• Display stock: If there are any display stock, the
display stock put in a protective transparent
coating, if possible.
• Handling display stock: The displayed stock and the
power outlet corresponding to the display stock are
handled only through gloved hands.
• At this moment, even customers are allowed to
handle the display stock through gloved hands only.
The extra gloves provided in the outlet is given to
the customer free of cost.
Retail outlet hygiene SOP

10. • The number of display items: At this moment, we
are not recommending reducing the number of
display items.
• Social Distancing: However, care has to be taken to
ensure a distance of 6 feet from the salesperson to
the customer and from one customer to the other.
• If there is crowding around the items, then outlets
can review removing of stock to ensure social
distancing.
• Display signs: There are signs in the outlet that
communicate in plain English and Iconography.
They cover: 1. Temperature checks are mandatory
2. Masks are compulsory 3. Six feet of social
distancing 4. Touch stock only with 'Gloved' hands.
• Switches: All switches to switch on demo items,
displays and other electrical items have to be
operated only with gloved hands.
Retail outlet hygiene SOP

11. These are the 'Standard Operating Procedures' to be
introduced relating to interaction with customers:
• Temperature checks: All customers will have to go
through mandatory temperature checks before entering
the outlet.
• An e-Poster to that effect is made and is available for
salespeople to share with the customers, even before
they come to the outlet. This is to set expectations. They
will enter the outlet only if they meet the temperature
norms as explained above.
• Masks: Masks are compulsory for customers to enter. If
they do not wear masks, give them free masks from the
stock of masks available so that they can continue the
interaction.
Customer Interaction SOP

12. • On entry: To earn the confidence of the customer and to
establish the ground rules, the salesperson can give a 60-
second pitch on the hygiene norms followed. This can
include
1. Daily twice cleaning norms.
2. 33% salespeople only available.
3. We have social distancing, masks
4. Handling stock with gloves only.
• Gloves: Please provide free low-cost gloves to the
customer to handle the stock items. This will increase the
overall costs but will serve to reinforce the 'Hygiene
Trust' of the outlet.
• Ordering pen: If the customer wants to place the order,
give the customer a disposable pen to place the order.
This will ensure that the pen doesn't serve as a point of
virus dissemination. Also, it is a low-cost way to reinforce
the retail outlet's 'Hygiene First' approach.
Customer Interaction SOP

13. Communication about your hygiene process to your existing
and prospective customer is critical for establishing the
positioning as a 'Hygienic Outlet’.
Towards this, here is the standard operating process:
Customer list: Create a list of all customers you have
interfaced in the last 2 years. Try and get their email ID and
phone number through old records. This is a good starting
point to communicate. Add it into a CRM like Zoho if
possible for future use.
Communication: Make a web page, e-poster on your
'Hygiene First' process. Share with your existing customers
through instant messenger, email. You can use tools like
Canva to make an e-poster. Want to send an attractive mail
to all the customers? Use a tool like Mailchimp.
Customer Communication

14. Short video: Make a short video on your 'Hygiene First'
policy and share it with existing and new customers. You can
use tools like Powtoons to make a simple video.
Share communication: Share all the communication on
social media and on Google My Business page of your retail
outlet.
Existing customers: Ask them to rate you on Google My
Business page of your retail store. Ask them to mention
about hygiene standards.
Customer Communication

15. Businesses need to be much more flexible post-COVID to
meet the new requirements of the customers. These
flexibilities can include:
Online demos: Establish a mechanism to showcase the
product to the customer online. Online demos through
mechanisms like WhatsApp, Hangouts, Zoom, or Teams can
greatly bring in additional flexibility to the customer.
Payment mechanisms: If you have not already upgraded, get
a 'tap and pay' card machine. Make sure you have UPI based
payment mechanism. If customers want to pay through
credit cards from the comfort of their homes, offer a 'Link-
based' payment mechanism.
Home delivery: Get your personnel to enable touch-free,
home delivery of products.
With the above, you can get sales even without the
customer visiting the retail outlet.
Be Flexible

16. A view of costs
These mechanisms will increase the cost of operation and
will reduce the overall margins in an already thin margin
business.
But, it is important to ensure continuity of business during
these tough times.
Many other stores which do not follow similar processes will
not win the trust of the customer and will get out of
business.
This is your opportunity to establish retail leadership and
stay ahead of your game.
This will have to be treated as a 'cost of being in business'.

17. Training and Check-lists
Regular training required to
reinforce with the retail personnel.
Bsharp will provide presentations
and online.
Checklists are required to ensure
continuous implementation.
Bsharp will provide checklists online.
Want to track if your team have completed the training?
Want to track daily check lists from outlets and dashboard them?
SIGN UP FOR THE BSHARP FRONTLINE ENABLEMENT APP.

18. EARN TRUST.
HYGIENE FIRST.
PROPOSED SOP FOR BRAND RETAIL OUTLETS.
4TH MAY 2020 | WWW.BSHARPCORP.COM
Just like Janus, the Greek God
of transitions, store managers will have
blend the wisdom of their past with
the optimism of the future and
navigate this mega-change.