Smart Money--Notes from the Training

Dimitri and her staff included a lot of information and background in addition to the information in the training handout.  Here’s a few key points I added to my handout:

1.       Key in the right amount!  This is especially important--all the time.

2.       Refunds: 

a.       Refund Found on Shelf items the full amount (cost of item plus processing fee), because we lost the item.  Refund Lost items the cost of the item only, because the customer lost the item (and later found it).

b.      Allow 2-3 weeks to process a refund check.

c.       Submit with the Revenue Refund Memo (on the Intranet) the customer’s receipt or a screen shot of the Fines Paid screen in Sirsi.

3.       Voids or Waives: No voids or waives in Smart Money once a transaction has been rung up.  Managers only can void a credit card  transaction before the sale is completed.

4.       Credit Cards: 

a.       No American Express cards

b.      No charges less than $1

c.       No charges more than $200.

d.      The customer must sign the original receipt and it must be put in the change drawer.  It is the customer’s authorization for the charge.

5.       Spare Change: can ring in as Misc or Booksale (like when a customer says, “Keep the change”).

6.       Non-Resident Cards:  for non-Texas residents, $20 for 6-month card, $40 for 1-year card.

7.       Deposits:

a.       Book Sale envelope includes book sale, earphone, and flash drive sales.  The funds are deposited at Wells Fargo.

b.      Fines envelope includes fines, replacement cards, bags and miscellaneous.  The funds are deposited in the city’s account at Chase.

c.       Credit card payments going to different accounts (such as book sale and bag combos), must be rung up separately so we have credit card receipts for each account. 

d.      Don’t staple envelopes together—they get separated when counted into private and city funds.

e.      Don’t highlight the Merc Cat sheet—the Financial Services staff marks the sheet as they count the deposit.

f.        If there’s not enough cash to complete separate envelopes for Fines and Book Sale, combine the deposits in one envelope with the  two Merc Cat sheets.

g.       If we don’t have enough deposit bags, we can combine separate days in one bag.  BUT we should be sending a deposit with each Delivery.

8.       Password or technical problems with Smart Money:  email Jeff Robin or call the IT Help Desk (ext. 31570).

Are there notes you made on your handout that I haven’t included?  If so, please share them with the rest of the team. 

Better understanding of Smart Money and our payment process will  improve our customer service!

Karen

Staff Meeting Notes, 2-11-15

1. Updates:
1. January Monthly Report, October & November Stats (Karen)
2. Manager Boot Camp/ FY 16 Customer Experience Goals (Karen)
3. IRS tax forms--what to say to customers (Alice)
2. Project:  Opening/Closing Guidelines--Review handout and bring comments/suggestions to March staff meeting.
3. Circulation Training: New Lost Cards Procedure; Use Workflows Password; Placing Holds in Enterprise (Alisa) (handouts)

Quick Notes

• Incidents in the Parking Lot:  If you see people engaging in criminal or sexual activity in the parking lot, don’t approach them directly but report it in an Incident Report (with as much detail as you can) within 24 hours.  Call 911 right away if a crime is being committed.

• Don’t recycle paper with confidential customer information:  Recently I was helping a customer who was confused about fines on his account.  It turns out his hold wrapper was printed on the back of a detailed printout from another customer’s account.  
• Don’t recycle to the printer any paper with customer information of any kind, including paging lists, holds transfer sheets, and clear holds lists.
• Check all sheets before reusing them.
• Verify deposits carefully and note any problems on the Cash Drawer Count Report.  The Business Office called me last month about a deposit that was $1.80 short.  The deposit envelope contained $45.40 instead of $47.20 on the Merchandise Category Report; there were no notes.  
• A note explaining the shortage would save the Business Office and your colleagues time spent trying to figure out what happened.
• If you’re not sure what happened or what to say, ask a colleague for help.
• Protect yourself from unnecessary scrutiny by documenting your actions.
• Open window blinds: The blinds in the children’s area have been repaired (mostly).  You may close or adjust them during the day to block sunlight.  At the end of the day, make sure the blinds are open (those that are working) so interior of the building can be seen from the street.  To open the blinds, turn them at an angle to the window first before pulling them closed.
• Kronos comments and punch rounding: Email timecard issues (missing or duplicate punches, reason for tardiness, unscheduled leave) to me not later than the last day of the pay period.  I approve timecards after you leave that day and won’t add any missing in or out punches unless I have the time of the missing punch from you in writing.  See the handout for Kronos comments and punch rounding times.

Upcoming Staff Events

• Thursday, February 12: Defensive Driving Training (Doug, Katherine, Lauren)
• Friday, February 13: Last day of Pay Period
• Wednesday, February 18: Staff Training Meeting (Alice & Shanti)
• Wednesday, February 18: 2nd TLA A to Z webinar series: “Dealing with Difficult Situations”
• Thursday, February 19: Defensive Driving Training (Jasmine, Leona, Temeka)
• Friday, February 20: Pay Day
• Wednesday, February 25: Open Discussion Meeting
• Friday, February 27: CE Managers Meeting (Karen, Lauren)
• Friday, February 27: Last day of Pay Period
• Wednesday, March 4: Tech Training Meeting/ Management Team Meeting
• Friday, March 6: Pay Day
• Wednesday, March 11: Staff Meeting