by Joan Searcy

How we handle keeping regular store hours so that customers can depend on us is an important element of business and ministry. So what about those occasions when you’re not able to offer normal service?

Meetings: For bookstore staff meetings, we try to remain on site, close to the store, if not actually just at the back of the premises, so any unusual questions or circumstances can be resolved immediately, and the manager keeps her cell phone available.

All church-staff retreats at which bookstore staff are expected have presented a dilemma that we have resolved by deciding it’s best just to close the store after church services on the Sunday before the event and re-open at our usual time Wednesday.

Since that has been our practice for some years now, many members of the church are aware of the unusual schedule. However, we do put posters on the doors of the store a week in advance to advise shoppers of the change, and we ensure that there are notices in all of the church publications. We also spread the word verbally to our regular customers.

Business: A week before the actual day for our inventory, we make sure that as much merchandise as possible is counted—items being stored for holiday sales, back stock and anything not currently out on shelves for sale.

On inventory day, teams of employees and volunteers start counting stock in the store about two hours before the store closes. One employee continues to man the counter while also looking up anything on the computer that isn’t priced for those taking inventory.

Regular maintenance and cleaning is scheduled for after hours by the janitorial staff or building department of the church. Occasionally it is necessary for some repair work to be done during regular bookstore hours, but customers don’t seem to mind stepping over or around men working.

Our merchandising displays are set up and maintained during store hours, as are receiving, pricing and displaying new merchandise. The atmosphere in the bookstore is one of “calm chaos”—it seems so peaceful and inviting to our customers, but things are always changing right in front of their eyes.

—Joan Searcy is a sales associate at Inklings Bookstore at Cherry Hills Community Church in Highlands Ranch, Colo.

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