ÿþ<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN"> <HTML><HEAD><TITLE>The Retail Vantage</TITLE> <META http-equiv=Content-Type content="text/html; charset=iso-8859-1"> <META content="MSHTML 6.00.6000.16587" name=GENERATOR></HEAD> <BODY> <P></P> <STYLE type=text/css> <!-- td { font: 8pt Verdana, Arial, Helvetica, sans-serif; } hr {height: 1px; color: #669BA0;} a { color: #0D719C; text-decoration: none; } a:hover { color: #0D719C; text-decoration: underline; } .headline { font: bold 15pt verdana; text-decoration: none; color: #256025; } .subhead { font: bold 10pt verdana; text-decoration: none; color: #ebebeb; } --> </STYLE> <TABLE cellSpacing=0 cellPadding=0 width=600 border=0> <TBODY> <TR> <TD colSpan=2><IMG height=112 src="http://image.exct.net/lib/ff021572766403/i/1/73706c90-d.jpg" width=600></TD></TR> <TR background="http://www.webolutions.com/armsys_images/grayline.gif"> <TD vAlign=top colSpan=2 height=23> <TABLE height=23 cellSpacing=0 cellPadding=0 width="100%" align=center background=http://www.webolutions.com/armsys_images/grayline.gif border=0><TBODY> <TR> <TD vAlign=center width="26%"> <TABLE cellSpacing=0 cellPadding=0 width="100%" border=0> <TBODY> <TR> <TD width=14> <CENTER></CENTER></TD> <TD width=28> <CENTER><IMG height=15 src="http://www.webolutions.com/armsys_images/forwardicon.gif" width=19> </CENTER></TD> <TD><A href="http://cl.exct.net/?ju=fe3115767160077f721572&amp;ls=fdec1078706000757214727c&amp;m=ff021572766403&amp;l=fe9815757065057f7d&amp;s=fdee1571716d007571137977&amp;jb=ffcf14&amp;t=">Forward to a Friend</A> </TD></TR></TBODY></TABLE></TD> <TD vAlign=center width="39%"> <TABLE height=18 cellSpacing=0 cellPadding=0 width="100%" border=0><TBODY> <TR> <TD width=30 height=18> <CENTER><IMG height=18 src="http://www.webolutions.com/armsys_images/signupicon.gif" width=23> </CENTER></TD> <TD><A href="http://cl.exct.net/?ju=fe3015767160077f721573&amp;ls=fdec1078706000757214727c&amp;m=ff021572766403&amp;l=fe9815757065057f7d&amp;s=fdee1571716d007571137977&amp;jb=ffcf14&amp;t=">Sign up for our eNewsletter </A></TD></TR></TBODY></TABLE></TD> <TD vAlign=center width="35%" height=20> <DIV align=right> <TABLE cellSpacing=0 cellPadding=0 width="100%" border=0> <TBODY> <TR> <TD> <TABLE cellSpacing=0 cellPadding=5 width="100%" bgColor=#ffffff border=0> <TBODY> <TR> <TD style="FONT-SIZE: 13px; FONT-FAMILY: Verdana"> <P id=text-placeholder style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px" align=right><STRONG>January 2008</STRONG></P></TD></TR></TBODY></TABLE></TD></TR></TBODY></TABLE><IMG height=12 src="http://www.webolutions.com/armsys_images/blank.gif" width=12></DIV></TD></TR></TBODY></TABLE></TD></TR> <TR> <TD vAlign=top width=138 background=http://image.exct.net/c6190155-f.gif> <TABLE cellSpacing=0 cellPadding=6 width=130 border=0> <TBODY> <TR> <TD vAlign=top> <TABLE cellSpacing=0 cellPadding=0 width="100%" border=0> <TBODY> <TR> <TD vAlign=top align=middle> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px" align=center> <TABLE borderColor=#000000 cellSpacing=0 cellPadding=5 width="100%" border=0> <TBODY> <TR> <TD><FONT face=Arial size=2><IMG id=image-placeholder style="WIDTH: 112px; HEIGHT: 33px" height=33 src="http://image.exct.net/4511334376660.jpg" width=112 border=0></FONT></TD></TR></TBODY></TABLE></P></TD></TR></TBODY></TABLE></TD></TR> <TR> <TD class=subhead>In This Issue: </TD></TR> <TR> <TD> <TABLE cellSpacing=0 cellPadding=0 width="100%" border=0> <TBODY> <TR> <TD> <TABLE cellSpacing=0 cellPadding=5 width="100%" border=0> <TBODY> <TR> <TD style="FONT-SIZE: 13px; FONT-FAMILY: Verdana"> <P id=text-placeholder style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT size=1><A title="Magnify Customer Retention: Focus On Outcome Based Training" href="#Customer" alias="Magnify Customer Retention: Focus On Outcome Based Training" conversion="false"><FONT face=verdana color=#ffffff size=1>Magnify Customer Retention:&nbsp; Focus On Outcome Based Training</A></FONT></P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px">&nbsp;</P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT size=1><A title="Tech Tips" href="#Tech%20Tips" alias="Tech Tips" conversion="false"><FONT face=verdana color=#ffffff size=1>Tech Tips</A></FONT></FONT></P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px">&nbsp;</P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT size=1><FONT color=#ffffff><A href="#Accounting"><FONT face=verdana color=#ffffff size=1>Message From Accounting Division</A></FONT></FONT></P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT size=1>&nbsp;</P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT size=1><FONT face=verdana color=#ffffff size=1><A title="Retail SpotLight" href="#Spot" alias="Retail SpotLight" conversion="false"><FONT face=verdana color=#ffffff size=1>Retail SpotLight</A></FONT></P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px">&nbsp;</P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT size=1><FONT face=verdana color=#ffffff size=1><A title="Meet Our Staff" href="#Our" alias="Meet Our Staff" conversion="false"><FONT face=verdana color=#ffffff size=1>Meet Our Staff</A></FONT></P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px">&nbsp;</P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT size=1><A title="Are Customers Worth It?" href="#Attitude%20" alias="Are Customers Worth It?" conversion="false"><FONT face=verdana color=#ffffff size=1>Are Customers Worth It?</A></FONT></P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px">&nbsp;</P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px">&nbsp;</P></FONT></FONT></FONT></FONT></FONT></FONT></FONT></FONT></TD></TR></TBODY></TABLE></TD></TR></TBODY></TABLE></TD></TR> <TR> <TD> <TABLE cellSpacing=0 cellPadding=0 width="100%" border=0> <TBODY> <TR> <TD> <TABLE borderColor=#ffffff cellSpacing=0 cellPadding=5 width="100%" bgColor=#1a80a6 border=0> <TBODY> <TR> <TD><FONT face=Arial size=2> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT face="Arial Black" color=#ccffff>Quick Links:</FONT></P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px">&nbsp;</P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><A title=Contact href="http://cl.exct.net/?ju=fe2e15767160077f721575&amp;ls=fdec1078706000757214727c&amp;m=ff021572766403&amp;l=fe9815757065057f7d&amp;s=fdee1571716d007571137977&amp;jb=ffcf14&amp;t="><FONT face=Verdana color=#ffffff size=1>Contact</A></FONT></P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px">&nbsp;</P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><A title="Request Training" href="http://cl.exct.net/?ju=fe2a15767160077f721579&amp;ls=fdec1078706000757214727c&amp;m=ff021572766403&amp;l=fe9815757065057f7d&amp;s=fdee1571716d007571137977&amp;jb=ffcf14&amp;t="><FONT face=Verdana color=#ffffff size=1>Request Training</A></FONT></P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px">&nbsp;</P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><A title="Request Demo" href="http://cl.exct.net/?ju=fe2d15767160077f721774&amp;ls=fdec1078706000757214727c&amp;m=ff021572766403&amp;l=fe9815757065057f7d&amp;s=fdee1571716d007571137977&amp;jb=ffcf14&amp;t="><FONT face=Verdana color=#ffffff size=1>Request Demo</A></FONT></P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px">&nbsp;</P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><A title="Referral Program" href="http://cl.exct.net/?ju=fe2b15767160077f721776&amp;ls=fdec1078706000757214727c&amp;m=ff021572766403&amp;l=fe9815757065057f7d&amp;s=fdee1571716d007571137977&amp;jb=ffcf14&amp;t="><FONT face=Verdana color=#ffffff size=1>Referral Program</A></FONT></P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px">&nbsp;</P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><A title=Tradeshows href="http://cl.exct.net/?ju=fe2a15767160077f721777&amp;ls=fdec1078706000757214727c&amp;m=ff021572766403&amp;l=fe9815757065057f7d&amp;s=fdee1571716d007571137977&amp;jb=ffcf14&amp;t="><FONT face=Verdana color=#ffffff size=1>Trade Shows</A></FONT></P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px">&nbsp;</P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><A title="Support Services" href="http://cl.exct.net/?ju=fe2915767160077f721778&amp;ls=fdec1078706000757214727c&amp;m=ff021572766403&amp;l=fe9815757065057f7d&amp;s=fdee1571716d007571137977&amp;jb=ffcf14&amp;t="><FONT face=Verdana color=#ffffff size=1>Support Services</A></FONT></P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px">&nbsp;</P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><A title="Order Consumables" href="http://cl.exct.net/?ju=fe2815767160077f721779&amp;ls=fdec1078706000757214727c&amp;m=ff021572766403&amp;l=fe9815757065057f7d&amp;s=fdee1571716d007571137977&amp;jb=ffcf14&amp;t="><FONT face=Verdana color=#ffffff size=1>Order Consumables</A></FONT></P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px">&nbsp;</P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><A title=Feedback href="mailto:customerservice@armsys.com?subject=News Brief Feedback" alias="Feedback" conversion="false"><FONT face=Verdana color=#ffffff size=1>Feedback</A></FONT></P></FONT></TD></TR></TBODY></TABLE></TD></TR></TBODY></TABLE></TD></TR></TBODY></TABLE></TD> <TD vAlign=top width=461> <TABLE cellSpacing=0 cellPadding=4 width="100%" align=center border=0> <TBODY> <TR> <TD> <TABLE cellSpacing=0 cellPadding=0 width="100%" border=0> <TBODY> <TR> <TD vAlign=top align=middle> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px" align=center> <TABLE style="BORDER-TOP-STYLE: solid; BORDER-RIGHT-STYLE: solid; BORDER-LEFT-STYLE: solid; BORDER-BOTTOM-STYLE: solid" borderColor=#0066cc cellSpacing=0 cellPadding=12 width="100%" bgColor=#ffffff border=3> <TBODY> <TR> <TD style="FONT-SIZE: 13px; FONT-FAMILY: Verdana"> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px" align=center><IMG id=image-placeholder title="New Year Banner" src="http://image.exct.net/b906f2d3-d.jpg" border=0 thid="1298068"></P></TD></TR></TBODY></TABLE></P></TD></TR></TBODY></TABLE></TD></TR> <TR> <TD> <TABLE cellSpacing=0 cellPadding=0 width="100%" border=0> <TBODY> <TR> <TD> <TABLE cellSpacing=0 cellPadding=5 width="100%" bgColor=#ffffff border=0> <TBODY> <TR> <TD style="FONT-SIZE: 13px; FONT-FAMILY: Verdana"><IMG id=image-placeholder title="Couple Shopping" style="MARGIN-BOTTOM: 5px; MARGIN-LEFT: 10px" src="http://image.exct.net/3569946352170.jpg" align=right border=0 thid="678311"> <P id=text-placeholder style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT face=Verdana size=4><STRONG><FONT color=#0099cc>Magnify </FONT><A class=bookmark title=Customer style="TEXT-DECORATION: none" name=Customer><FONT color=#0099cc>Customer</FONT></A><FONT color=#0099cc> Retention: Focus on Outcome Based Training<BR></FONT></STRONG></FONT><I><FONT face=Verdana size=2>By Anne M. Obarski</FONT></I></P> <P><FONT face=Verdana size=1>Training new employees is always a challenge when employee turnover within an industry is high.&nbsp; So it is within the retail arena.&nbsp; Training programs used to run for two weeks or more and drained the retailer's budget.&nbsp; Times have changed and so have the training programs and how they are implemented.&nbsp; From class room settings and roll playing to interactive video, web-based training and pod-casts, employees have experienced it all.&nbsp; The challenge for any business is to make sure that the employees learn the material so they can perform their job to the company's expectation level.</FONT></P> <P><FONT face=Verdana size=1>Training programs and teaching styles may change but the goal of any good program is to develop employees who understand their job and how to perform it and do it every day with consistency.</FONT></P> <P><FONT face=Verdana size=1>If the outcome is to have a team of productive, successful and loyal employees then let's work backwards to see what it takes to arrive at that point?</FONT></P> <P><FONT face=Verdana size=1>My logo for my company is a magnifying glass followed by a tag-line, "sharpened focus- targeted performance".&nbsp; I chose the magnifying glass because I help companies focus on seeing themselves through their customers' eyes. When you use a magnifying glass, you need patience to find your target and to focus on it.&nbsp; Creating a focus driven company allows the performance requirements of each and every employee to be clear cut and measurable, thus outcome based.&nbsp; </FONT></P> <P><FONT face=Verdana size=1>Let's look at your training program though a simple magnifying glass.</FONT></P> <P><FONT face=Verdana size=1>1.&nbsp; Handle:&nbsp; Before you can use the magnifying glass you need to grasp the handle.&nbsp; In a retailer's case the "handle" is the customer or client.&nbsp; A good training program needs to start by educating the employee about the company first and the customer or clients they serve.&nbsp; Any hunter knows that the more you know about your target, the easier it is to hit your target.&nbsp; Getting a handle on the target makes focusing on the end result, much easier.</FONT></P> <P><FONT face=Verdana size=1>2. Skill Level: Analyzing the skill level of each employee is critical to any successful training program.&nbsp; I have read recently that more employees are let go from their job because their lack of soft skills versus their knowledge of hard skills.&nbsp; Better said, those employees who have great communication skills can be taught the computer skills or technical skills needed for the position.&nbsp; Debbie Fields of Mrs. Field's cookies says she hires the smile first.&nbsp; A good training program provides on-going communication and personal skills training to ultimately help to build strong relationships with&nbsp;&nbsp; customers and clients. Focusing on soft skills can result in hard, bottom line results.</FONT></P> <P><FONT face=Verdana size=1>3. Performance:&nbsp; Just like in school, once you have been taught something, the teacher expects you to perform.&nbsp; It is no different in the business world...&nbsp; It takes time and training and practice to be flawless in anything you attempt to do.&nbsp; Sometimes it helps to have a "mentor" or "trainer" to provide focus on the areas that need improvement.&nbsp; It can be as simple as better eye contact, clearer conversational skills, more effective sales techniques, better inventory management skills or other "small" corrections that can have a big impact of the employee's performance as well as the total performance of the company.&nbsp; Focus on the little corrections that produce big results.</FONT></P> <P><FONT face=Verdana size=1>4. Feedback:&nbsp; Who holds your employee's accountable?&nbsp; Do they know what they are accountable for?&nbsp; Do they understand their job description and do they follow it on a daily basis?&nbsp; A good training program provides the template for a performance appraisal.</FONT></P> <P><FONT face=Verdana size=1>I believe that it is unfair to test someone on something they have never been taught.&nbsp; There are very few of us as students who ever liked to hear the words "pop quiz".&nbsp; Many of us would say it was unfair and that you didn't have time to study or that you didn't know the material you were going to be tested on. </FONT></P> <P><FONT face=Verdana size=1>In the case of a performance review, the employee should know exactly what he or she will be held accountable for in their job.&nbsp; If the training program covers customer service, sales performance and performance within the team, then it should be fairly simple to give the employee feedback on his or her job performance based on what they were taught in the training program. Mystery shopper programs that have surveys based on information that was taught in during employee training, can be extremely helpful in pin-pointing areas that need improvement.&nbsp; Focused feedback, delivered in a tactful way, can positively affect the attitude and performance of the employee.</FONT></P> <P><FONT face=Verdana size=1>If you want a successful training program, get handle on what the company stands for and who you serve.&nbsp; Then offer continual training in the area of communication skills and monitor each employee's performance, determine the areas that need improvement and become an effective evaluator in reviewing the performance of employees.</FONT></P> <P><FONT face=Verdana size=1>A simple formula achieving the desired outcome from a solid training program is:&nbsp;&nbsp;&nbsp; <BR></FONT><FONT face=Verdana size=1>Target + Skill + Performance + Accountability = Success<BR></FONT></P></TD></TR></TBODY></TABLE></TD></TR></TBODY></TABLE></TD></TR> <TR> <TD> <TABLE cellSpacing=0 cellPadding=0 width="100%" border=0> <TBODY> <TR> <TD> <TABLE style="BORDER-TOP-STYLE: solid; BORDER-RIGHT-STYLE: solid; BORDER-LEFT-STYLE: solid; BORDER-BOTTOM-STYLE: solid" borderColor=#0066cc cellSpacing=0 cellPadding=12 width="100%" bgColor=#ffffff border=3> <TBODY> <TR> <TD style="FONT-SIZE: 13px; FONT-FAMILY: Arial"><IMG id=image-placeholder title="Information Super Highway" style="MARGIN-BOTTOM: 5px; MARGIN-RIGHT: 10px" src="http://image.exct.net/6239142184598.jpg" align=left border=0 thid="755193"> <P id=text-placeholder style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT face=Verdana color=#0099cc size=4><A class=bookmark title="Tech Tips" style="TEXT-DECORATION: none" name=Tech%20Tips><FONT face=verdana color=#0099cc size=4><STRONG>Tech Tips</STRONG></A></FONT></FONT></P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT face=Verdana color=#0099cc size=4></FONT>&nbsp;</P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT face=Verdana color=#0099cc size=4><FONT face=Verdana color=#000000><FONT face=Verdana size=1>Extra TID Bits</FONT></FONT></FONT></P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT face=Verdana color=#0099cc size=4></FONT>&nbsp;</P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT face=Verdana color=#0099cc size=4><FONT face=Verdana color=#000000><FONT size=1>1.&nbsp; Reconstruct at least once a month and more during busier periods.</FONT></FONT></FONT></P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT face=Verdana color=#0099cc size=4></FONT>&nbsp;</P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT face=Verdana color=#0099cc size=4><FONT face=Verdana color=#000000><FONT size=1>2.&nbsp; Rent your Percons early for your yearly PI.&nbsp; Everyone does them at the same time.</FONT></FONT></FONT></P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT face=Verdana color=#0099cc size=4></FONT>&nbsp;</P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT face=Verdana color=#0099cc size=4><FONT face=Verdana color=#000000><FONT size=1>3.&nbsp; A customer greeted with a friendly smile and a "Hi" is more likely to buy and less likely to shop-lift.</FONT></FONT></FONT></P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT face=Verdana color=#0099cc size=4></FONT>&nbsp;</P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT face=Verdana color=#0099cc size=4><FONT face=Verdana color=#000000><FONT size=1>4.&nbsp; Scheduling reports to run overnight in Version 8 prevents your having to run the same reports every morning, ever Monday or every first of the month.</FONT></FONT></FONT></P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT face=Verdana color=#0099cc size=4></FONT>&nbsp;</P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT face=Verdana color=#0099cc size=4><FONT face=Verdana color=#000000><FONT size=1>5.&nbsp; Remember, never edit or delete inventory, always use Clean House.</FONT></FONT></FONT></P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT face=Verdana color=#0099cc size=4></FONT>&nbsp;</P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT face=Verdana color=#0099cc size=4><FONT face=Verdana color=#000000><FONT size=1>6.&nbsp; Keep It Clean - clean your hardware every so often.&nbsp; It can really make a difference whether you look clean and professional or dirty and messy.</FONT></FONT></FONT></P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT face=Verdana color=#0099cc size=4></FONT>&nbsp;</P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT face=Verdana color=#0099cc size=4><FONT face=Verdana color=#000000><FONT size=1>7.&nbsp; Giving your pet a little pat and cuddle can help to lower your blood pressure and put a smile on your face.</FONT></FONT></FONT></P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT face=Verdana color=#0099cc size=4></FONT>&nbsp;</P> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><FONT face=Verdana color=#0099cc size=4><FONT face=Verdana color=#000000>&nbsp;</P></FONT></FONT></TD></TR></TBODY></TABLE></TD></TR></TBODY></TABLE></TD></TR> <TR> <TD> <TABLE cellSpacing=0 cellPadding=0 width="100%" border=0> <TBODY> <TR> <TD> <TABLE cellSpacing=0 cellPadding=5 width="100%" bgColor=#ffffff border=0> <TBODY> <TR> <TD style="FONT-SIZE: 13px; FONT-FAMILY: Verdana"> <P id=text-placeholder style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px" align=center><FONT size=1>&nbsp;</FONT><FONT size=4><STRONG><FONT color=#0099cc>The </FONT><A class=bookmark title=Accounting style="TEXT-DECORATION: none" name=Accounting><FONT color=#0099cc>Accounting</FONT></A><FONT color=#0099cc> Software Division of<BR></FONT></STRONG><FONT color=#0099cc><STRONG>Advanced Retail Management</STRONG> </FONT></FONT></P> <P align=center><FONT size=1><FONT color=navy>&nbsp;</FONT></FONT><FONT size=2><FONT color=#0066cc><B>Sage BusinessWorks Accounting Information</B>.</FONT></FONT></P> <P align=center><FONT color=#0099cc><FONT size=1><B>Here is wishing you a very Merry Christmas, <B>a Happy Holiday Season and a Prosperous New Year.</B></FONT></FONT></P> <P><FONT size=1><STRONG>v</STRONG><FONT style="FONT: 7pt 'Times New Roman'" face=Verdana>&nbsp;&nbsp;&nbsp;&nbsp; </FONT><U>Year End Reminder</U>, Before closing December, make an archive company.&nbsp;&nbsp;It is just a copy of your normal company that you can save as a point in time reference for the&nbsp;future. Call or email if you need help with this.</FONT></P> <P align=left><B><FONT size=1>Create an Archive Company by going to: Maintain Companies and making a Copy of your Current company &nbsp;data. Just give it a different name: i.e. DATA2007 (This feature is in Ver 6 and higher)</FONT></B></P> <P><FONT size=1><STRONG>v</STRONG><FONT style="FONT: 7pt 'Times New Roman'" face=Verdana>&nbsp;&nbsp;&nbsp;&nbsp; </FONT>Sage has a detailed PDF file for year end procedures, including magnetic tax reporting. I&nbsp; can send&nbsp; it to you on request. &nbsp;Send me an email with Request for Sage Year End document as the subject.</FONT></P> <P><FONT color=#0099cc><STRONG><FONT size=1><FONT color=#000000>v</FONT><FONT style="FONT: 7pt 'Times New Roman'" face=Verdana>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </FONT><U>Call Elaine Levy at Safeguard &nbsp;Business Forms &nbsp;(303-695-8877) , for</U>:</FONT></STRONG></FONT></P> <P align=center><FONT color=#0099cc size=1><STRONG>Checks for BusinessWorks<BR></STRONG></FONT><FONT size=1><FONT color=#0099cc><STRONG>W-2 forms in quantity<BR></STRONG></FONT><FONT color=#0099cc><STRONG>Invoice or Statement forms</STRONG></FONT></FONT></P> <P align=left><FONT size=1><STRONG>v</STRONG><FONT style="FONT: 7pt 'Times New Roman'"><FONT face=Verdana><STRONG>&nbsp;</STRONG>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </FONT></FONT>2008 Payroll tax tables have not been released by the IRS just yet. I checked the website at&nbsp;&nbsp;</FONT><A href="http://cl.exct.net/?ju=fe3015767160077f721070&amp;ls=fdec1078706000757214727c&amp;m=ff021572766403&amp;l=fe9815757065057f7d&amp;s=fdee1571716d007571137977&amp;jb=ffcf14&amp;t="><FONT size=1>www.irs.gov</FONT></A><FONT size=1> and the 2008 Circular E is not available yet.</FONT></P> <P><FONT size=1><STRONG>v</STRONG><FONT style="FONT: 7pt 'Times New Roman'" face=Verdana>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </FONT>Do regular backups of your company data from within BusinessWorks. Keep these on a separate&nbsp;computer or off-site. &nbsp;</FONT></P> <P><FONT size=1><STRONG>v</STRONG><FONT style="FONT: 7pt 'Times New Roman'" face=Verdana>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </FONT>Thank you for your past business, always call or email if you have any questions regarding your&nbsp;Sage Business Software .</FONT></P> <P>&nbsp;</P></B></TD></TR></TBODY></TABLE></TD></TR></TBODY></TABLE></TD></TR> <TR> <TD> <TABLE cellSpacing=0 cellPadding=0 width="100%" border=0> <TBODY> <TR> <TD> <TABLE style="BORDER-TOP-STYLE: solid; BORDER-RIGHT-STYLE: solid; BORDER-LEFT-STYLE: solid; BORDER-BOTTOM-STYLE: solid" borderColor=#0066cc cellSpacing=0 cellPadding=12 width="100%" border=3> <TBODY> <TR> <TD style="FONT-SIZE: 13px; FONT-FAMILY: Verdana"> <P><FONT face=Verdana size=4><FONT color=#0099cc><STRONG>Retail </STRONG></FONT><A class=bookmark title=Spot style="TEXT-DECORATION: none" name=Spot><FONT color=#0099cc><STRONG>Spot</STRONG></FONT></A><FONT color=#0099cc><STRONG>Light</STRONG></FONT></FONT></P> <P align=center><IMG title=KMSSA style="WIDTH: 426px; HEIGHT: 83px" height=83 alt=KMSSA hspace=0 src="http://image.exct.net/18677b58-5.jpg" width=426 border=0 thid="1300817"></P> <P align=left><FONT face=Verdana size=1>Service Systems Associates and KM Concessions operates concessions and gift shops in 23 Zoos and public venues from the east coast and past the west coast to Hawaii.&nbsp; They have been in operation for 36 years. Based in Denver Colorado, their first account was with the Denver Broncos at the old Mile High Stadium. In 1973 owner, Kevin McNicholas signed a contract with the Denver Zoo.&nbsp; As time passed Kevin grew the operations with business partner Tim Brantley, adding Service Systems Associates.&nbsp; Today Service System Associates/KM Concessions operates 23 Zoo, Aquarium, Aviary and Botanical Accounts.</FONT></P> <P><FONT face=Verdana size=1>Advanced Retail Management Systems has the honor of providing Retail Pro to SSA/KM for their gift shop operations all across the US.&nbsp; The relationship with ARMS and KM Concessions began with Denver s Ocean s Journey Aquarium and has grown from there. </FONT></P> <P><FONT face=Verdana size=1>Laurel Wright, General Manager and Buyer was one of the first users of Retail Pro Version 7 at Ocean s Journey.&nbsp; Since then SSA/KM has moved to Retail Pro Version 8.5 in 16 Zoo locations. Laurel likes Retail Pro for the eye friendly user interface.&nbsp; She finds it very easy to teach new users.&nbsp; Having been in retail operations long enough to remember selling and buying with out the aid of computer software programs, she finds that Retail Pro is very efficient and accurate. &nbsp;By using cycle counts she knows she can trust the system to aid her in making sound buying decisions. </FONT></P> <P><FONT face=Verdana size=1>Everyone loves a trip to the zoo.&nbsp; The next time you visit your local zoo be sure to stop in at the gift shop.&nbsp; If it is a SSA/KM account then you will not be disappointed. </FONT></P> <P>&nbsp;</P> <P align=center><IMG title=SSA style="WIDTH: 412px; HEIGHT: 93px" height=93 alt=SSA hspace=0 src="http://image.exct.net/4d831d6d-b.jpg" width=412 border=0 thid="1300818"></P> <P align=left>&nbsp;</P></TD></TR></TBODY></TABLE></TD></TR></TBODY></TABLE></TD></TR> <TR> <TD> <TABLE cellSpacing=0 cellPadding=0 width="100%" border=0> <TBODY> <TR> <TD> <TABLE cellSpacing=0 cellPadding=12 width="100%" bgColor=#ffffff border=0> <TBODY> <TR> <TD style="FONT-SIZE: 13px; FONT-FAMILY: Verdana"> <P><FONT color=#0099cc size=4><STRONG><IMG id=image-placeholder title="Randall Diedrich" style="MARGIN-BOTTOM: 5px; MARGIN-LEFT: 10px" src="http://image.exct.net/4268384268140.jpg" align=right border=0 thid="315873">Meet </STRONG></FONT><A class=bookmark title=Our style="TEXT-DECORATION: none" name=Our><FONT color=#0099cc size=4><STRONG>Our</STRONG></FONT></A><FONT color=#0099cc size=4><STRONG> Staff</STRONG></FONT></P> <P><STRONG><FONT face=Verdana color=black size=1>Randall Diederich, <BR></FONT></STRONG><STRONG><FONT face=Verdana color=black size=1>Assistant Manager of Technical Services </FONT></STRONG></P> <P><FONT face=Verdana color=black size=1>You may have talked to Randall on occasion; he is the Assistant Manager of the Technical Services Department. Randall s responsibilities are varied but the main thing he does is take care of our clients. Whether he is dealing with them directly, managing the technicians, or maintaining contact with Retail Pro s development team to see that bugs are being addressed for the clients. Randall came to ARMS in, 2002 after he relocated to Colorado from Sacramento, California where he was working for Retail Pro as a software product specialist. Randall has over 20 years in computer information systems including many years with IBM.&nbsp; He is certified on Version 8 and is also a Microsoft Certified Professional.<BR></FONT></P></TD></TR></TBODY></TABLE></TD></TR></TBODY></TABLE></TD></TR> <TR> <TD></TD></TR> <TR> <TD> <TABLE cellSpacing=0 cellPadding=0 width="100%" border=0> <TBODY> <TR> <TD> <TABLE style="BORDER-TOP-STYLE: solid; BORDER-RIGHT-STYLE: solid; BORDER-LEFT-STYLE: solid; BORDER-BOTTOM-STYLE: solid" borderColor=#0066cc cellSpacing=0 cellPadding=12 width="100%" bgColor=#ffffff border=3> <TBODY> <TR> <TD style="FONT-SIZE: 13px; FONT-FAMILY: Verdana"> <P style="MARGIN-BOTTOM: 12pt"></P> <P><FONT face=Verdana size=1><FONT size=4><FONT color=#0099cc><STRONG><U>Are Customers Worth It?<BR></U></STRONG></FONT><FONT size=2><FONT color=#0099cc>A Great </FONT><A class=bookmark title="Attitude " style="TEXT-DECORATION: none" name=Attitude%20><FONT color=#0099cc>Attitude </FONT></A><FONT color=#0099cc>Is Your Best Insurance<BR></FONT></FONT></FONT>by Anne M. Obarski</FONT></P> <P><FONT face=Verdana size=1>I remember years ago there was a hair color commercial on TV that had a memorable line, "I m worth it!" The company used different actresses over the years, but each one had to say the line, "I m worth it". I think that line was used many times by many people in different situations merely to state the fact that, we ARE worth it! Worth what? </FONT></P> <P><B><FONT face=Verdana color=#666666 size=1>Worth being treated by the golden rule.</FONT></B><FONT face=Verdana size=1>&nbsp;Do unto others, as you would have them do unto you, period. I know there are other "rules" that are spin-offs of this one but I like the old one best. For business owners, this rule represents sort of an insurance policy. Insurance bills are one of those things I hate to pay. I don t seem to have anything tangible after I pay it. I may never have to use it, and it would be just my luck if I let the bill slide for even a day, something terrible would happen and I would need that insurance in a hurry. </FONT></P> <P><FONT face=Verdana size=1>I have insurance because I am worth it. I am worth protecting. I am a wife and a mother and a business owner. I have worked hard and I think I deserve the "comfort zone" that insurance brings me. One of the insurance plans I have is the American Automobile Association, better known as AAA for my cars. I haven t had to use it very often but it is nice to know if anything should happen, help is a phone call away. Living in Pennsylvania, winters can be treacherous and who knows when you could get stuck in an awful snowstorm. </FONT></P> <P><FONT face=Verdana size=1>I do remember needing to be towed once. But it wasn t in the winter; it was in late spring. I was at my sons baseball practice. I had driven my car up to the field and parked in a line with all of the other parents. To make room so that others could pass us, we all had the passenger side tires off the road in the dirt. Well it was a very wet spring and the area my car was in had just been seeded. I never noticed that when I got out of the car. Two hours later I returned to find my passenger side tires submerged in the mud and my car tilted at what looked to be a 45 degree angle. Worse yet, mine was the only car that looked like that! </FONT></P> <P><FONT face=Verdana size=1>I can t tell you how many "comments" I got from other parents walking past my car! Luckily, when I called the number on my AAA card, they didn t laugh and they sent someone out very quickly. How busy could AAA be on a sunny May afternoon? The tow truck driver was polite, snickered when I couldn t see him, and pulled my muddy car safely out of the oozing mud. </FONT></P> <P><FONT face=Verdana size=1>My insurance was worth it that day. Insurance is always worth it. It is worth it because we are worth it. It is a comfort zone! </FONT></P> <P><B><FONT face=Verdana color=#666666 size=1>Our businesses should offer the same comfort zone.</FONT></B><FONT face=Verdana size=1>&nbsp;That comfort zone can t be purchased but it can be developed. Every day our employees show customers that they are worth our time and our attention. The following are three areas to focus on to maintain a AAA rating for your company: </FONT></P> <P style="MARGIN: 5pt 0.5in"><B><FONT face=Verdana color=#3399cc size=1>A= Attitude</FONT></B><FONT face=Verdana size=1><FONT color=#3399cc>&nbsp;</FONT><BR>Sometimes customers receive the "I have had a bad day" attitude from employees. Three out of four customers leave a store because of impolite, inattentive salespeople. The customer doesn t deserve that treatment. Your store is like a stage and the employees are the actors. Everyday is "opening night". Leave your problems outside the door and polish your performance. It s time to WOW the audience. </FONT></P> <P style="MARGIN: 5pt 0.5in"><B><FONT face=Verdana color=#3399cc size=1>A=Aware</FONT></B><FONT face=Verdana size=1><FONT color=#3399cc>&nbsp;<BR></FONT>Always be aware of what is going on around you. Sometimes sales associates feel that they are in a bubble behind the service desk, never to move or approach a customer. That may have been true years ago, but not now. Employees have to perform many tasks and take care of the customers. The old saying, "You need eyes in the back of your head" has never been truer. Be on alert, you customer is watching! </FONT></P> <P style="MARGIN: 5pt 0.5in"><B><FONT face=Verdana color=#3399cc size=1>A=Audience</FONT></B><FONT face=Verdana size=1><FONT color=#3399cc>&nbsp;</FONT><BR>Actors can tell whether they have the audiences attention. All eyes are on them. The audience is riveted to their every word. There is nothing else happening that is more important than that relationship between the audience and the actor. That is no different than the relationship between the customer and the sales associate. Greeting the customer, making eye contact, listening to their needs and finding a way to satisfy their wants is part of being a good audience. </FONT></P> <P style="MARGIN: 0in 0in 0pt"><B><FONT face=Verdana color=#666666 size=1>These three words are the basis for good employee training.</FONT></B><FONT face=Verdana size=1>&nbsp;Have a positive attitude, always be aware of your customer whether in your store or on the phone and most importantly, be the audience that is sensitive to your customers needs. This is your retail insurance. And you can bank on the fact that your customers are worth it! </FONT></P> <P><FONT face=Verdana size=1></FONT>&nbsp;</P></TD></TR></TBODY></TABLE></TD></TR></TBODY></TABLE></TD></TR> <TR> <TD> <TABLE cellSpacing=0 cellPadding=0 width="100%" border=0> <TBODY> <TR> <TD vAlign=top align=middle> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px" align=center> <TABLE style="BORDER-TOP-STYLE: solid; BORDER-RIGHT-STYLE: solid; BORDER-LEFT-STYLE: solid; BORDER-BOTTOM-STYLE: solid" borderColor=#0066cc cellSpacing=0 cellPadding=5 width="100%" bgColor=#ffffff border=3> <TBODY> <TR> <TD style="FONT-SIZE: 13px; FONT-FAMILY: Arial"> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px" align=center><IMG id=image-placeholder title="Baby New Year" src="http://image.exct.net/3541714894803.jpg" border=0 thid="1018050"></P></TD></TR></TBODY></TABLE></P></TD></TR></TBODY></TABLE></TD></TR> <TR> <TD></TD></TR> <TR> <TD></TD></TR> <TR> <TD></TD></TR> <TR> <TD></TD></TR> <TR> <TD></TD></TR> <TR> <TD></TD></TR> <TR> <TD> <CENTER> <HR noShade> <A href="http://cl.exct.net/?ju=fe2f15767160077f721071&amp;ls=fdec1078706000757214727c&amp;m=ff021572766403&amp;l=fe9815757065057f7d&amp;s=fdee1571716d007571137977&amp;jb=ffcf14&amp;t="><IMG height=85 src="http://image.exct.net/54a80efa-e.gif" width=418 border=0></A><BR><STRONG>8100 Southpark Way # A-10, Littleton, CO 80120<BR>303-738-1800 | Fax 303-738-9563</STRONG><BR>Denver - Chicago<BR><A href="http://cl.exct.net/?ju=fe2f15767160077f721071&amp;ls=fdec1078706000757214727c&amp;m=ff021572766403&amp;l=fe9815757065057f7d&amp;s=fdee1571716d007571137977&amp;jb=ffcf14&amp;t=">www.armsys.com</A> </CENTER></TD></TR></TBODY></TABLE></TD></TR> <TR> <TD bgColor=#000000 colSpan=2 height=7></TD></TR></TBODY></TABLE><IMG height=1 src="http://cl.exct.net/open.aspx?ffcb10-fe5915737d63017c7c10-fdec1078706000757214727c-ff021572766403-fe9815757065057f7d-fdee1571716d007571137977-ffcf14" width=1> <CENTER> <TABLE cellSpacing=0 cellPadding=0 width=500> <TBODY> <TR> <TD><BR> <DIV align=center><FONT face=verdana color=#888888 size=1>This email was sent by: <B>Advanced Retail Management Systems</B><BR>8100 Southpark Way, Unit A-10 , Littleton , CO, 80120 , </DIV></FONT></TD></TR></TBODY></TABLE></CENTER></BODY></HTML>