THE MALL AT JOHNSON CITY - Mallfinder Mall at Johnson City Lingo ... the mall. Many of you will come...

THE MALL AT JOHNSON CITY

MERCHANT MANUAL

SEPTEMBER 2004


June 2004 5

THE MALL AT JOHNSON CITY MISSION STATEMENT.........4 GENERAL INFORMATION Management Information........................................................................5 Who’s Who in the Mall Management Office .........................................5-6 Important Phone Numbers ......................................................................7 Hours of Operation..................................................................................7-8 Center Fact Sheet ....................................................................................9 Center Amenities.....................................................................................10 Guest Services .........................................................................................11 Center Merchants ....................................................................................12-14 Directions to The Mall at Johnson City ..................................................15 Local Resources for Merchants...............................................................16-17 Area Hotels..............................................................................................18 Specialty Leasing Program .....................................................................19 OPERATIONS & MAINTENANCE Emergency Contact Information .............................................................20 Employee Parking Guidelines.................................................................21 Store Maintenance & Inspections ...........................................................21 Pest Control .............................................................................................21-22 Vendors ...................................................................................................22 Waste Management Features & Benefits................................................22-23 Waste Management Procedures ..............................................................23-24 Waste Management Guidelines & Rules ................................................25 Waste Management Customer & Emergency Service............................25 Procedures for New and Specialty Merchants (Temporary Tenants).....26 Special Waste & Additional Services ..................................................................26-27 Merchant Waste Management Responsibilities......................................27-28 Roof Access.............................................................................................29 Roof Leaks ..............................................................................................29 Heating & Air Conditioning....................................................................30 Construction & Remodeling ...................................................................30 Deliveries ................................................................................................30-31 Store Mailing Address.............................................................................31 Signage & Display Guidelines ................................................................31 Housekeeping ..........................................................................................32


June 2004 6

Food Court Trays ....................................................................................32 No Smoking Policy .................................................................................32 Electrical Failure .....................................................................................32 Leaking Sprinkler Head ..........................................................................33 Plumbing disorders..................................................................................33 Approved Contractors List......................................................................34-38 PUBLIC SAFETY Public Safety at The Mall at Johnson City..............................................39 To Request Immediate Assistance ..........................................................39-40 Policy on Merchant Assistance ...............................................................40 Use of the Duress Code...........................................................................40-41 Disorderly Customer ...............................................................................41 Accidents.................................................................................................41 Solicitors..................................................................................................41 Medical Emergency ................................................................................41-42 Lost Children...........................................................................................42 Lost & Found ..........................................................................................42 Auto Assistance.......................................................................................42 After Hours Access Procedures & Notification Form ............................43 Internal Security ......................................................................................44 General Security Tips..........................................................................44 Tips on Spotting a Shoplifter ..............................................................44 Emergency Situations..............................................................................45 Robbery ..............................................................................................45 Breaking & Entering ..........................................................................45 Bomb Threat.......................................................................................45-46 Bomb Threat Checklist ......................................................................47-48 Fire .....................................................................................................48 Suspected Fire ....................................................................................48 After Hours Fire .................................................................................49 Fire Prevention ........................................................................................50 Public Safety Rules & Regulations.........................................................51-52 MARKETING Demographic Summary ..........................................................................53 Marketing Tools for Success...................................................................54-58 Red Folder Program ...........................................................................54


June 2004 7

The Mall at Johnson City Website.....................................................54-55 Job Listings ........................................................................................55 Mall Marquee .....................................................................................55 Calendar of Events and In-Mall Signage ...........................................55 Shopping Line System .......................................................................56 Displays ..............................................................................................56 Common Area Promotions.................................................................56 Press Releases ....................................................................................57 Food Court Table Tents .....................................................................57 Planet Kid...........................................................................................57-58 Mall Walkers ......................................................................................58 Gift Cards ................................................................................................59 Merchant Media Response Procedures ...................................................60 SERVICE AT EVERY LEVEL Introduction .............................................................................................61 The Mall at Johnson City Culture and Values ........................................62 Service Definitions and Facts..................................................................63-64 First Impressions .....................................................................................65 Professional Appearance.....................................................................65 Things To Remember..........................................................................65 Communication .......................................................................................66 Verbal Communication .......................................................................66-67 Non-Verbal Communication...............................................................67-68 The Mall at Johnson City Lingo .............................................................69 What to Say Instead of No ......................................................................70 Description of “Service At Every Level” ...............................................71 Keep Your Eyes Open.............................................................................72 The Thirty Second Rule ..........................................................................73 How to Assist a Dissatisfied Guest .........................................................74 Encountering a Difficult Guest ...........................................................74-75 Things to Do........................................................................................75 Things Not to Do.................................................................................75-76 Rectifying Situations...........................................................................77 Ten Good Service Habits ........................................................................78-79 “Service At Every Level” Ideals .............................................................79 The Rewards of “Service At Every Level”.............................................80


June 2004 8

THE MALL AT JOHNSON CITY MISSION STATEMENT

The mission of The Mall at Johnson City is to provide our guests with a comfortable shopping experience. By comfortable we mean to provide the highest level of

cleanliness, security, and friendliness to our guests and retailers, as well as to each other.

We are in the business of satisfying our guests’ needs while making their visit at our property a memorable

experience.


June 2004 9

MANAGEMENT INFORMATION The Mall at Johnson City is owned and managed by Glimcher Properties Limited Partnership, which is based in Columbus, Ohio. Glimcher currently owns and manages more than 24 regional malls, three value mega malls and numerous community center properties. WHO’S WHO IN THE MALL MANAGEMENT OFFICE LOCATION: From Guest Services, go to the storefront of Proffitt’s for Men,

Kids, and Home store; take the first hallway to your left that leads outside (Entrance D). The Mall Management Office is the last door on your left.

HOURS: Monday – Friday, 8:30 am – 5:30 pm. A representative of the

Management Team is on site during all hours of operation and can be reached by contacting the Guest Services Center or the Security Department.

ADDRESS: The Mall at Johnson City

Management Office 2011 North Roan Street Johnson City, Tennessee 37601

TELEPHONE: (423) 282-2830 FAX: (423) 282-0819 General Manager: Jeff Washburn Responsible for all aspects of operations and administration of the shopping center. As the leader of the Mall Management team, the General Manager interacts with the center merchants, local government agencies, local businesses, and customers. Marketing Manager: Marsha Hammond Leads overall marketing efforts for center, including advertising, public relations, merchant communication, special events, sponsorships, guest services and accountable for administration of marketing fund. Also assists in operation of the shopping center.


June 2004 10

Operations Director: Tembra Aldridge Responsible for all operational issues including center maintenance, landscaping, housekeeping, security and tenant construction activity. Specialty Leasing Manager: Julie Workman Directs the leasing of temporary space throughout the center. This includes retail merchandising units, kiosks and temporary in-line space. Director of Security: David Fowler Responsible for the protection and safety of customers, mall employees and contracted services personnel within The Mall at Johnson City, as well as the mall itself. Administrative Assistant: Sue Morgan Responsible for accounting/administrative matters and acts as support staff for the remainder of the mall office. Secretary: Jessica Tester Responsible for overseeing administrative/secretarial functions of the management office as well as support staff for remainder of the mall office.


June 2004 11

IMPORTANT PHONE NUMBERS FOR ALL EMERGENCIES ..................................................... 911 Johnson City Police Department.................................................. (423) 434-6160 Johnson City Fire Department ..................................................... (423) 975-2840 Rescue Squad ............................................................................... 911 The Mall at Johnson City Management Office............................ (423) 282-2830 The Mall at Johnson City Security Emergency Line ................... (423) 483-5155 Guest Services .............................................................................. (423) 282-2830 State Highway Patrol (emergency) .............................................. (423) 348-6144 (non-emergency) .......................................................................... (423) 348-6147 Washington County Dept. of Health............................................ (423) 975-2200 Johnson City Water Supply and Treatment. ................................ (423) 434-6000 Emergency Water Line ................................................................ (423) 461-1643 Johnson City Power Board........................................................... (423) 434-4000 Sprint Phone Company (small business). .................................... (800) 901-9675 City of Johnson City..................................................................... (423) 929-9171 Water department hook up Tax department Issue licenses Building permits and inspections Washington County City Offices................................................. (423) 461-1455 Atmos Energy…………… 1-888-824-3434 or 1-800-556-5469 for emergencies HOURS OF OPERATION Mall Management will enforce hours of operation as specified in your lease. Normal operating hours for merchants are: Monday-Saturday 10:00 am - 9:00 pm Sunday 1:00 pm – 6:00 pm


June 2004 12

These hours may vary on holidays. Whenever changes do occur, Mall Management will notify you in writing. Your store is expected to be open during all hours of operation. Normal business hours for the Mall Management Office are: 8:30 am – 5:30 pm. (Monday-Friday). A representative of the Management Team is on site during all hours of operation and can be reached through Guest Services or Security personnel.


June 2004 13

CENTER FACT SHEET YEAR OPENED 1971, Phase 2 1975, Renovation 1991 LOCATION North Roan Street, Johnson City,

Tennessee MAILING ADDRESS The Mall at Johnson City

2011 North Roan Street Johnson City, TN 37601

PROPERTY MANAGER Glimcher Properties Limited Partnership

REGIONAL ACCESS Exit 35, off of I-26 GLA 549,000 Square Feet ANCHORS Sears, JCPenney, Goody’s and

Proffitt's RESTAURANTS Chick-Fil-A and Ruby Tuesday

FOOD COURT 400 seats ENTRANCES Five

TRADE AREA POPULATION

456,643

EMPLOYMENT AT CENTER

Estimated 1,200 mall employees

MEDIAN AGE 41 AVERAGE HOUSEHOLD INCOME

$46,564


June 2004 14

CENTER AMENITIES As employees of stores at The Mall at Johnson City, you are also ambassadors for the mall. Many of you will come in contact with shoppers who are unable to locate various necessities. Please be familiar with the following center amenities:

ATMs Lower Level, near the Guest Services Center (PNC)

Lower Level, near Entrance B (SunTrust) RESTROOMS

Lower Level, near the food court All Anchors have restrooms

CHANGING STATIONS

Lower Level, Men & Women's Restroom

PUBLIC ELEVATOR In the food court GUEST SERVICES Lower Level in Sears Court FOOD COURT Lower Level, behind the escalator RESTAURANTS Upper Level, Ruby Tuesday, near Entrance A TELEPHONES Lower Level, near the restrooms

Lower Level, near Entrance B Upper Level, near Ruby Tuesday

TTY TELEPHONES (Hearing Impaired)

Guest Services Center

WATER FOUNTAINS Near public restrooms


June 2004 15

GUEST SERVICES Guest Services will serve as the focal point for all mall programs. All Guest Services personnel embrace the belief in “Service at Every Level,” making certain to go above and beyond what is necessary to guarantee each guest’s trip to The Mall at Johnson City is a memorable experience. LOCATION: Lower Level, in Sears Court GUEST SERVICES PHONE NUMBER (423) 282-2830 HOURS: All hours of center operation Monday – Saturday 10:00 am – 9:00 pm Sunday 1:00 pm – 6:00 pm Amenities & Services: Coupon Sheets Directions Employment Opportunities First Aid AED Defibrillator Gift Cards Gift Suggestions Hotel/Motel Information Job Bank Lost & Found Mall Walkers Information Planet Kid Registration Public Safety Assistance Store Directories Stroller Rental Taxi Services Wheelchairs Bus Schedules TTY Telephone


June 2004 16

CENTER MERCHANTS STORE NAME PHONE

NUMBER Abercrombie & Fitch 282-5729 Aeropostale 610-0981 American Eagle Outfitters 282-2146 Auntie Anne’s Pretzels 282-1901 Baskin Robbins 929-2931 Bath & Body Works 283-5430 Bearno's Pizza 282-2552 Beauty Unlimited 282-0369 Buckle 610-0352 Carlton Cards 282-5112 Catherine’s 282-8704 Cellular Group 610-0360 Champs Sports 854-9005 Charley’s Steakery 283-0784 Charmed 282-0066 Chick-Fil-A 282-4771 Cingular Wireless 282-2889 Claire’s Boutique 282-0881 Clinique 283-8765 Coffee World 283-4611 Dakota Watchworks 854-9398 Deck the Walls 915-0815 Dippin Dots 282-9747 Express 915-0758 Famous Footwear 282-6223 Finish Line 283-7259 Footlocker 282-2528 Friedman’s Jewelers 283-9706 Gadzooks 952-0881 GameStop 283-0765 Gap/Gap Kids 915-0111

General Nutrition Center 282-8351


June 2004 17

Goody’s Family Clothing 915-1037 Gordon’s Jewelers 282-1216 Great American Cookie 282-2444 Gymboree 610-1091 Hair Plus 282-4742 Hollister Co. 282-2406 Hot Topic 854-9555 JCPenney JCPenney Hair Studio JCPenney Portrait Studio

282-6606 282-4028 282-6120

JCMC Health Resources 915-5200 Journey’s 282-9244 Kay Jewelers 610-6902 KD Urban Wear 434-0356 Lane Bryant 282-9101 Lenscrafters 282-2882 New York & Company 282-4912 Limited Too 610-0831 Little Tokyo 283-9846 Littman Jewelers 610-0546 Manchu Wok 283-0393 Maurices 854-0020 Merle Norman 282-3100 MOJO Sports 283-9455 Nail Trix 283-7070 Nord's Games 915-1005 Pac Sun 854-9634 Pal’s 283-4514 Payless Shoe Source 283-4330 Petro’s Chili and Chips 282-3328 Proffitt's 282-1994 Rack Room Shoes 854-9145 Rave 282-3523 Reeds Jewelers 283-4126 Regis 282-6543 Ritz Camera 282-5732 Ruby Tuesday 283-0663


June 2004 18

Sears Sears Auto Center Sears Optical Sears Portrait

283-3800 283-3828 283-3868 283-3869

Silver Gryphon 283-9334 Spencer Gifts 282-5889 StingRay 915-0085

Subway 282-2120 Sunglass Hut 854-9241 Sweet Dreams 952-2252 Things Remembered 282-5118 Tilt 282-6094 Victoria’s Secret 854-9996 Wet Seal 282-6912 White Barn Candle 915-1226 Zales Jewelers 282-5162 Zimmerman’s Hallmark 282-4687


June 2004 19

DIRECTIONS TO THE MALL AT JOHNSON CITY FROM TRI-CITIES AIRPORT TO THE MALL: Take 75 South to the 36 junction and turn left. Travel South on this road for several miles. It will turn into N. Roan Street. Begin counting traffic lights at the intersection of N. Roan St. and Oakland Avenue. After that light, you will go through four more traffic lights. Turn right at the fifth light onto W. Mountcastle Drive.

FROM THE TRI-CITIES AIRPORT: Take 81 South. Take I-26 East to Johnson City. Exit the interstate at 35 (N. Roan Street). Follow the above directions. FROM KINGSPORT: Take I-26 East to Johnson City. Get off the interstate at Exit 35, N. Roan Street. Continue through two traffic lights and at third turn right onto W. Mountcastle Drive. The mall will be on the left past McDonald's. FROM BRISTOL (I-181): Take I-81 South to Exit 57 (the Johnson City exit). Take I-26 South to Johnson City. Get off the Interstate at Exit 35, the N. Roan Street exit. Turn right onto N. Roan Street, go through two lights and at the third turn left onto W. Mountcastle Drive. The mall will be on the left past McDonald's. FROM BRISTOL (BRISTOL HWY): Take Bristol Hwy 11E/19W South to Johnson City. At the traffic light in front of The Arena Cart Center, turn left onto N. Roan Street. Continue through three lights and at the fourth, turn right onto W. Mountcastle Drive. The mall will be on the left past McDonald’s.


June 2004 20

LOCAL RESOURCES FOR MERCHANTS BANKS SunTrust Bank 207 Mockingbird Lane Johnson City 423-461-1090 First Tennessee Bank 2112 N. Roan Street Johnson City 423-461-1200 AMSOUTH Bank 208 Sunset Drive Johnson City 423-282-7600 Peoples Community Bank

300 Sunset Drive Johnson City 423-915-2200

TAXI/CAR SERVICES W.W. Cab 128 N. Commerce St. Johnson City 423-929-8316 Mom’s Taxi 22 E Maple Street Johnson City 423-975-0698 Hertz Rental Cars Tri-City Airport Road Blountville 423-325-6200 PRINTING SERVICES Kinko’s 2116 N. Roan Street Johnson City 423-283-9503 GAS STATIONS People’s 900 Sunset Drive Johnson City 423-282-6553 Brown's Mill Sunoco 2301 N. Roan Street Johnson City 423-282-2642 Road Runner Market 527 Princeton Drive Johnson City 423-282-8513 HARDWARE/HOME STORES Lowe's 180 Marketplace Blvd Johnson City 423-283-4477 Home Depot 3207 Peoples St. Johnson City 423-915-1111 DRUG STORES CVS 1940 S Roan St. Johnson City 423-979-2209 Rite-Aid University Plaza Johnson City 423-929-2611 SUPPLIES Office Depot 2111 N. Roan St. Johnson City 423-610-0676 Office Max 3110 Brownsmill Rd. Johnson City 423-282-5600 MAIL SERVICES Johnson City Post Office

530 E. Main Street Johnson City 423-232-5800

FLORISTS Broyles Florist 214 E. Mountcastle Dr Johnson City 423-929-2100 Olde South Florist 108 W. Unaka Avenue Johnson City 423-929-9655 Holyfield Florist 1712 Oakland Ave Johnson City 423-283-3131 DRY CLEANERS Comet Cleaners 1014 E Watauga Ave Johnson City 423-926-2118 Quik Cleaners 2708 N. Roan Street Johnson City 423-282-8205 Grady’s Cleaners 1735 State of Franklin Johnson City 423-926-5759


June 2004 21

HOSPITALS Johnson City Medical Center

400 N. State of Franklin Road

Johnson City 423-431-6111

Northside Hospital 401 Princeton Road Johnson City 423-854-5600 Johnson City Specialty Hospital

203 East Watauga Ave Johnson City 423-434-1400

Sycamore Shoals Hospital

1501 West Elk Avenue Elizabethton 423-542-1300

First Assist Urgent Care

1019 Oakland Ave Johnson City 423-915-5000

AREA HOTELS HOTEL ADDRESS PHONE Carnegie Hotel 1216 W. State of Franklin 423-979-6400 Doubletree Hotel 211 Mockingbird Lane 423-929-2000 Fairfield Inn 207 E. Mountcastle 423-282-3335 Hampton Inn 508 N. State of Franklin 423-929-8000 Holiday Inn 101 W. Springbrook Dr 423-282-4611 Ramada Inn 2606 N. Roan Street 423-282-4011 Red Roof Inn 210 Broyles Drive 423-282-3040


June 2004 22

SPECIALTY LEASING PROGRAM The Mall at Johnson City's Specialty Leasing Program is a proven retail concept that can help local entrepreneurs or established retailers turn trendy, innovative, one-of-a-kind concepts into an income generating retail business. Specialty Leasing opportunities are available year round, but can be especially effective during the peak retail and traffic seasons such as Christmas, Back-to-School and Valentine's Day. The Mall at Johnson City's common area is the most dynamic and traveled part of the mall. Merchants can be right in the middle of the action testing new products, maximizing the potential of a hot item and gaining exposure to shoppers. Our state of the art Retail Merchandising Units (RMUs) can be customized to compliment any concept and when merchandised properly and staffed professionally can revolutionize the way you do business. Additionally, The Mall at Johnson City offers merchants the opportunity to boost exposure and sales by merchandising and displaying vacant RMUs and storefronts. Availability may be limited during peak seasons. Contact the mall's Specialty Leasing Manager, for more details.


June 2004 23

EMERGENCY CONTACT INFORMATION STORE NAME: ________________________________ DATE:_______________ STORE PHONE: ___________________ PERSON NAME HOME

PHONE CELL

PHONE ALTERNATE

PHONE PAGER

Store Manager

Assistant Manager

Assistant Manager

District Manager

Regional Manager

Key Holder

Key Holder

ALARM COMPANY

CONTACT NAME PHONE CELL PHONE PAGER

Please complete this chart and return it to the Mall Management Office. Thank you.


June 2004 24

OPERATIONS DEPARTMENT The Operations Department is responsible for the overall maintenance of the property and common area. The Operations Department will gladly advise you in regard to any unusual maintenance condition that may occur in your store. If it is determined that your store requires a plumber, electrician, HVAC contractor, etc., you must contact these vendors directly. However, before the contractor can work in your space, the mall office must have a current certificate of insurance on file for each contractor. For your reference, a list of approved mall contractors is provided at the end of this section. Please call the Operations Director at 282-2830 should you need vendor recommendations. The mall office must have a current certificate of insurance for any contractor that does work in your space. Please do not request assistance from the maintenance staff for such tasks as changing light bulbs, cleaning windows, disposing of trash, etc…, as each store is individually responsible for these items. EMPLOYEE PARKING GUIDELINES Reserving the closest parking spaces for customers is vitally important. Convenience for our shoppers should be our top priority. We request that all Mall at Johnson City personnel park in the rear parking lot behind the blue lines, or designated employee parking areas as specified in your store’s lease. It is mandatory that all stores use this parking area. This policy will be strictly enforced by The Mall at Johnson City Security Officers. Individual stores may be fined for non-compliance. STORE MAINTENANCE & INSPECTIONS Your store premises, including the service areas and fire halls adjacent to the premises, must be kept orderly, neat, safe, clean and free from rubbish and dirt at all times. Store managers and their corporate offices will be notified of unacceptable maintenance conditions. If the situation is not corrected within a reasonable length of time, mall management will take action to correct the conditions and the individual stores will be billed accordingly.


June 2004 25

PEST CONTROL The Operations Department is responsible for pest control in the common area, rear hallways, outdoors, etc. However, within each tenant’s space it is the responsibility of the tenant to utilize pest control efforts. Tenants must provide the Management Office with the name of the exterminator they wish to use. VENDORS The Mall at Johnson City has insurance requirements for all vendors conducting business on mall property. It is the responsibility of the tenant to contact the Mall Management Office when having any work done by an outside vendor (example: plumbers, HVAC contractors, window cleaners, etc.). An after hour permit will also be required to be filled out. Before scheduling any work, please verify that vendor has a valid certificate of insurance on file with the Mall Management Office. TRASH REMOVAL WASTE MANAGEMENT FEATURES & BENEFITS Waste Management, Inc., partners with The Mall at Johnson City on your solid waste removal program. As a valued customer, you will receive quality customer service from its waste removal program. Below are some features and benefits of the program. FEATURES The merchants of The Mall at Johnson City are equitably invoiced for waste and recycling services using a square footage allocation method. Merchants are invoiced based on a pro-rata allocation of their store’s square footage. To ensure equitable cost allocation a distinction is made between various retail tenant types in the mall.

Waste Management, Inc. will invoice each merchant individually. Waste Management, Inc. has determined the costs of waste transportation, disposal and equipment for The Mall at Johnson City businesses.


June 2004 26

Square footage invoicing is achieved through three steps:

1. Appropriate tenant retail types and corresponding square footage rates are determined.

2. Tenants transport their waste to a compactor as needed. 3. Invoicing is made directly to tenants based upon square footage.

BENEFITS • Utilizing a pro-rated square footage method to allocate costs allows merchants

the opportunity to “fix” their costs for this service. This enables merchants to more readily plan and budget for their monthly and annual waste services expenses.

• Should any merchant require information or have questions, Waste Management customer service is available by calling the toll free phone number, 423-323-7143.

NOTE: The Mall at Johnson City does not determine individual cost of service for waste removal. If you have concerns on costs, please notify Waste Management directly at 423-323-7143. WASTE MANAGEMENT PROCEDURES For a successful program, we need the cooperation of every merchant. The mall does not provide carts for transporting waste from your store to your assigned compactor. Should you need one, contact Waste Management and they will help you secure a cart. Proper disposal of all of your trash is critical to the overall success of our program. The proper handling of trash will result in a controlled cost for the disposal of the entire center’s waste. AT NO TIME may any type of waste be placed in any corridor, hallway or service court and left unattended. These areas will be continually monitored for compliance with the guidelines of the program. Waste found unattended in any of


June 2004 27

the previously mentioned areas will be traced back to its originator, and any associated cost, as applicable, will be charged back to the responsible tenant. Waste left unattended in any corridor, hallway or service court is a direct violation of the Fire Department’s codes with respect to our center’s use and can result in the assessment of fines for your store. All waste, when removed from your store must be taken directly to and placed in the compactor. There are several devices on the compactor to ensure each operator’s safety during use. Important notices will be placed on the operating controls of the compactors to ensure your understanding of the operating procedures. Regardless of the amount of waste you place in it, the compactor should always be operated, preparing it for the next merchant’s use. Service Court locations are indicated in the following table.

SERVICE COURT LOCATION 1 Journey’s, Claire’s, Freidman’s Jewelers, Maurices and Sweet

Dreams. 2 Famous Footwear, Ritz Camera, GNC and Littman Jewelers 3 Abercombie & Fitch, Spencer’s Gifts, Hot Topic, Wet Seal,

Express, Bath & Body Works and Gordon’s Jewelers 4 Baskin Robbins, Champs, Petros, Little Tokyo, Subway and Chick-

Fil-A 5 Bearno’s, Charley’s Steakery, Carlton Cards, Manchu Wok and

Pal’s 6 Regis, Zimmerman’s Hallmark, Zales, Mojo’s, Nail Trix, Great

American Cookie Co., Hair Plus, Rave, Auntie Anne’s, Verizon, LensCrafters and Gadzooks

7 Hollister, Aeropostale, Limited Too, Kirkland’s, Victoria Secret, New York and Company, Rack Room, Lane Bryant and Payless Shoes

In the event you transport your waste materials to the designated service court and find that the compactor has been removed for dumping or is not working properly, please return to your store and call the Mall Management Office, leaving your name, your store name and telephone number. The Mall Management Office will call to advise you once the compactor is back on the property.


June 2004 28

WASTE MANAGEMENT GUIDELINES & RULES A. Merchants who are found leaving waste outside the compactors or containers will be fined a

minimum of $50.00. B. Merchants whose waste is found in the common area of the mall will be fined a minimum of

$50.00. WASTE MANAGEMENT CUSTOMER SERVICE For further information concerning the waste removal program, they may call the toll free customer service number, Monday through Friday, 7:00 a.m. to 7:00 p.m. at: 423-323-7143 WASTE MANAGEMENT EMERGENCY SERVICE If a merchant requires information or service during times other than regular business hours, the following emergency phone numbers may be used to contact a Waste Management representative: 1) For Service Questions/Issue contact:

Waste Management National Accounts Customer Service Center 423-323-7143

2) For All Equipment Questions contact: Waste Management of the Tri-Cities 423-323-7143


June 2004 29

PROCEDURES FOR NEW & SPECIALTY MERCHANTS (TEMPORARY TENANTS) NEW MERCHANTS • It is the merchant’s responsibility to contact the National Accounts Service

Center at 423-323-7143 for a Waste Management representative to activate their account.

• Waste Management will provide a Training Packet for the merchant’s use. • After the merchant has read the Training Packet, he/she will need to complete

the “Merchant and Billing Information” sheet and fax it to NASC at 630-268-8045. When the form is received a Waste Management representative will activate the account.

SPECIALTY MERCHANTS (Temporary Tenants) • Observe all guidelines found in the section above. The merchant must inform

Waste Management that they are a “temporary tenant” to receive temporary tenant rates.

• Waste Management will advise the temporary tenant that he/she will be billed a

flat rate amount and give the appropriate rate information. • The merchant must call the Waste Management Customer Service Center to

activate and deactivate their account. The tenant will continue to be invoiced until their account is deactivated. The number to call is 423-323-7143.


June 2004 30

SPECIAL WASTE Occasionally a Mall at Johnson City merchant will need to dispose of Special or Hazardous Waste. Some examples are: • Fluorescent light bulbs, in quantity (Normal change-out acceptable) • Paint in paint cans • Solvents or chemicals • Asbestos • Appliances • Tires • Batteries Under no circumstances should this type of waste be disposed of in the compactor with regular waste. Waste Management will arrange a pick up for Special/Hazardous waste. For pricing and information about proper disposal/management of Special/Hazardous waste call 423-323-7143. ADDITIONAL SERVICES FROM WASTE MANAGEMENT • Cart Rentals ($5.00 per month, carts are optional) • Construction open tops – 20 yard and 30 yard open top containers will be made available by

calling Waste Management National Account Service Center at 423-323-7143. Placement and ordering of open tops must be coordinated through the mall Operations Director.

• Special or hazardous waste removal – service can be provided by calling Waste Management

National Account Service Center at 423-323-7143. MERCHANT WASTE MANAGEMENT RESPONSIBILITIES

1. Placing only non-hazardous wastes into the waste compactors.

Hazardous waste removal can be arranged through Waste Management. 2. Paying invoices on a timely basis.

Merchants are responsible for paying Waste Management invoices within 30 days.


June 2004 31

3. Not leaving waste outside the compactors, containers or in the mall common areas. In order to avoid fines, merchants are responsible for placing waste only in the designated compactors and not storing it in common areas.

4. Contacting Waste Management or the Mall Management Office

immediately with any operational difficulties with compactors. All merchants share the compactors at the mall. Waste Management should be notified as soon as possible of any problems in order to resolve any issues for all merchants of the mall.


June 2004 32

ROOF ACCESS In order to permit access to the upper and/or lower roofs at The Mall at Johnson City, the following is required: 1. All service representatives needing roof access must first check in at the Mall

Management Office during business hours, Monday through Friday, 8:30 am – 5:30 pm.

2. All vendors must have the proper Insurance documentation on file in the management office. The required documentation is as follows: certificate of insurance (all vendors), copy of workers compensation certificate (all vendors), EPA certification to handle refrigerant (HVAC vendors), and proof of purchase of Freon Recovery Unit (HVAC vendors).

3. The service technician must sign the roof access log and leave some form of identification, either a driver’s license or ID tag, with the receptionist. Mall security officers or maintenance will then be paged to open the appropriate roof hatch.

4. The contractor will be required to provide the mall management office with a copy of the workorder(s) for preventative maintenance.

5. The technician(s) will be required to remove all materials, trash, equipment and used parts from the roof when work is complete or at the end of each day. They will be charged a $25.00/hour fee (with a minimum charge of $25.00) for non-compliance.

6. The venting of freon in the atmosphere is prohibited. If the contractor violates this, they will be banned from performing work at The Mall at Johnson City.

7. No extension ladders are permitted to gain access to the roof unless prior authorization from the Mall Management Office is received.

8. Upon return to the Mall Management Office, Mall security officers or maintenance will inspect the roof area. Once the area has been inspected, the technician will sign out. The ID will then be returned to the service technician.

ROOF LEAKS Should you have a roof leak, please report it immediately to the Mall Management Office at 282-2830. Our maintenance personnel will inspect it to determine the cause of the leak. If it is the mall’s responsibility, the mall will repair the roof area as soon as possible.


June 2004 33

HEATING & AIR CONDITIONING If you have a problem regarding the heating and air conditioning within your store and do not have an HVAC contractor, the Mall’s Operations Director will be happy to provide you with the name of a reputable repair service. Keep in mind that any repair person for heating and air conditioning will likely need roof access as discussed above. 1. Per your lease, a Preventative Maintenance Program for your HVAC unit must be in

place. 2. In order to ensure compliance with the Preventative Maintenance Program requirement, the

HVAC vendor must leave a copy of each completed service request or work order at the mall management office. Constant temperature of no higher than 72° cooling and no lower than 68° heating must be maintained.

CONSTRUCTION & REMODELING Prior to remodeling or beginning any form of construction in your store, you must first contact the Mall Management Office. Please do not proceed without approval from mall management. Refer to your lease for further details and information. If you have any questions, please feel free to contact the Operations Director in the Mall Management Office. Any store that requires overnight construction is required to have an IPC Security officer on their premises. IPC is the security company that The Mall at Johnson City contracts with. Please contact the Director of Security at 282-2830 to schedule rates and billing information. DELIVERIES All store deliveries must be received through the service doors, not the mall concourse area. If it is necessary to prop door open, it must be closed immediately when the delivery is finished. This will prevent damage to the doors and loss of heat/air from the climate controlled service area. Only certain stores (those located in the center of the mall and without direct access to a truck dock) will be permitted to have deliveries through the common area. This will ensure that carts and dollies will not pose a liability or damage threat. All suite numbers have been assigned a service court. Please refer to the previous pages to determine the service court your store should utilize. Every attempt to have deliveries made before mall hours should be made.


June 2004 34

STORE MAILING ADDRESSES Store mailing addresses correspond to store suite numbers and are assigned to you as described in your lease. Your address should be read as follows for proper delivery:

Store Name The Mall at Johnson City 2011 North Roan Street Suite (insert #)

Johnson City, TN 37601 SIGNAGE & DISPLAY GUIDELINES Mall merchants may not place any advertising material on any exterior door, in any back hallway or on any window. All signs located in the interior of any store shall be in good taste so as not to detract from the general appearance or reputation of the store or shopping center. Signs TAPED to the front windows, storefronts, doors or columns adjacent to concourses are NOT permitted. Mall Management will remove any hand-lettered or otherwise unprofessional signage. All signage will be professionally lettered and maintained in good condition and repair at all times. The following types of signs are prohibited:

1. Paper signs and/or stickers utilized as signs 2. Signs of temporary character or purpose 3. Outrigger signs 4. Moving or pylon signs 5. Vinyl banners (with or without grommets)

Also, no flashing, moving, flickering, and/or blinking illuminations, animation, or moving lights shall be allowed. Black lights, strobe, flashing or spinner chase type lighting is prohibited. HOUSEKEEPING The Mall at Johnson City employs a housekeeping contractor for the purpose of keeping the facility clean. It is also the responsibility of all merchants to maintain


June 2004 35

good housekeeping standards at The Mall at Johnson City. Please note that cleanliness of your storefront, bulkhead signage and widows cannot be over- emphasized. The cleanliness of these areas is a merchant responsibility at The Mall at Johnson City. FOOD COURT TRAYS Food Court trays are provided for both your convenience and that of our shoppers. Food Court trays are not permitted to be taken out of the food court area. When placing a food order to take back to your store, please place your order “TO GO.” NO SMOKING POLICY The Mall at Johnson City is a smoke-free environment. Smoking is NOT permitted in the interior of the center, individual stores, restrooms, rear hallways or anywhere else in the building. When smoking in the designated areas, please refrain from throwing cigarette butts on the ground. We encourage you to help keep the facility clean by placing the cigarette butts in smoking urns. ELECTRICAL FAILURE If your store suffers an isolated electrical failure, contact the Mall Management Office and advise them of the situation: Phone 282-2830. We will assist in an advisory capacity.

SHORT TERM ELECTRICAL FAILURES If your electricity flickers off a few times for just a few seconds, the source may be weather related. These electrical failures last only a few seconds.

EXTENDED ELECTRICAL FAILURES If for some reason your store suffers an extended failure, contact Mall Security at 282-5312 and advise them of the situation.

1. Request that your patrons leave the store. This may prevent any accidents to them

and any theft from the store.

2. Once your store is free of patrons, you may wish to secure your entrances.

3. Stand by your premises, as you will be expected to reopen as soon as the situation is rectified.


June 2004 36

Mall Management will work diligently to remedy any power outage as quickly as possible. Additionally:

1. We recommend surge protectors for all computer equipment.

2. Food vendors are also urged to have back-up generators for refrigeration equipment. LEAKING SPRINKLER HEAD Due to the great amount of pressure behind a sprinkler head, any leak must be considered a priority. Contact the Mall Management Office at once. PLUMBING DISORDERS Compensation for any damage to another merchant space caused by your plumbing disorder is between you, your insurance company, the other merchant and its insurance company.


June 2004 37

THE MALL AT JOHNSON CITY APPROVED CONTRACTORS LIST

Company Name Address/Phone Type of Service

Interstate Cleaning 1566 N. Warson All cleaning Company PO Box 21584 St. Louis, MO 63132 1-800-481-0566, Ext. 474 Dream Clean Inc. 3300 Browns Mill Rd Carpet Cleaning Johnson City, TN 37601 (423) 282-8754 Tri-Cities 3217 Hanover Road Communications Communications Johnson City, TN (423) 283-0618 Charter 2302 South Roan Street Communications Communications P.O. Box 1737 (37605) Johnson City, TN 37601 1-888-254-3534 Fax: 929-7230 Burleson 725 W. Walnut Street Construction Construction P.O. Box 1735 (37605) Johnson City, TN 37604 (423) 232-7377 Crawford Drywall 1432 Broad Street Construction Elizabehton, TN 37643 (423) 543-5062 Purofirst 6124 Kingsport Hwy. Suite 4 Construction Gray, TN 37651 (423) 477-8400 Atlas Electric PO Box 6233 Electrical Knoxville, TN 37914 (423) 524-8615 *Have staff in Johnson City Hodge Electric 258 Allison Road Electrical


June 2004 38

Piney Flats, TN 37686 (423) 538-8410 Montgomery Kone P.O. Box 10605 Elevator/ 316 Nancy Lynn Lane Ste. 8 Escalator Knoxville, TN 37939-0605 1-865-584-3377 or 1-877-276-8691 East Tennessee 227 Joe Hale Drive Fire Alarm Fire Alarm Gray, TN (423) 282-6637 Johnson Controls 501-East Main Street Fire Alarm Kingsport, TN 37660 (800) 999-7726 Dixie Glass 603 Wesnipar Dr Glass Johnson City, TN 37601 (423) 928-9296 Johnson City Glass 2 Charter Ct. Suite 1 Glass Johnson City, TN 37601 (423) 283-4248 Comfort Systems P.O. Box 757 HVAC Contractors Bristol, VA 24203-0757 (540) 669-3130 Central Heating & Air 1619 ½ W. Market St. HVAC Johnson City, TN 37604 (423) 926-4559 Gene Cox Mechanical 314 W. Main St. HVAC, Plumbing Contractors, Inc. Johnson City, TN 37604 (423) 926-4086 Estep Locksmith 213 Diamond Court Locksmith Elizabethton, TN 37643 (423) 543-6989 Muzak 1241 Volunteer Parkway Music


June 2004 39

Bristol, TN 37620 (423) 844-0438 Pro-Clean P.O. Box 492 Parking Lot Kingsport, TN 37662 (Sweeping) 423-384-0908 (423) 542-5286 Dodson Brothers 1163 Hwy. 126 Pest Control Bristol, TN 37621 (423) 928-1613 (423) 646-9157 (cell) Mills Greenhouse 2755 Hwy. 19 E. Interior Plants Elizabethton, TN (423) 543-6330 Environmental P.O. Box 3604 Plumbing Biotech Johnson City, TN 37602-3604 (423) 434-1758 or 1-800-924-4234 J&J Plumbing P.O. Box 2272 Plumbing Johnson City, TN 37605 (423) 282-3321 United Rentals 612 Eastern Star Rd. Rental Equip. Kingsport, TN 37663 (423) 349-6060 East Tennessee 3605 Bristol Highway Rental Equip. Rent-Alls Johnson City, TN 37601 (423) 282-3321 Floyd Storie 518 Hattie Avenue Roofing Roofing Elizabethton, TN 37643 (423) 543-2419 Centimark Roof 919 W. Main St. Suite U-1 Roofing


June 2004 40

Systems Hendersonville, TN 37075 (800) 558-4100 IPC International Mr. Steve Killerman Security 1-800-323-1288, EXT. 2026 Snyder Signs Inc. P.O. Box 3647 Signage Johnson City, TN 37602 (423) 282-6221 *East Tennessee P.O. Box 1204 Sprinkler Sprinkler Johnson City, TN 37605 (423) 282-6627 *East Tennessee Sprinkler is used for Sprinkler shut-off and maintains the malls fire alarm system American Screen P.O. Box 5010 Uniforms Designs 3007 Industrial Drive Johnson City, TN 37602 (423) 928-2716 (423) 928-2717 (fax) Ziggy’s Professional P.O. Box 5484 Window Cleaning Window Cleaning Johnson City, TN 37602

(423) 926-2802 UTILITIES Johnson City 100 North Roan St. Utilities-Electric Power Board Johnson City, TN (423) 434-4000 Sprint (423) 282-7400 Utilities-(Phone) Atmos Energy 2833 West Market St. Utilities (gas) Johnson City, TN

1-888-824-3434-Customer Service 1-800-556-5469-Emergencies


June 2004 41

City of Johnson 601 East Main Street Utilities-Water City Johnson City, TN Building Permits (423) 434-6000

*This is the number for the building department. Steve Shell is the Building Inspector. Building permits are obtained through his department.

EMERGENCIES 911 HOSPITALS Johnson City Medical Center (423) 431-6111 North Side (423) 854-5600 Holston Valley (423) 224-4000 Bristol Regional (423) 844-1121


June 2004 42

PUBLIC SAFETY AT THE MALL AT JOHNSON CITY Mall Management employs a Security Company for the purpose of patrolling and protecting the common area of the mall and its many patrons and employees. It is the responsibility of our security officers to identify hazardous situations that may cause injury to shoppers, employees or the property itself. Individual store security is the responsibility of the retailer and his/her employees. If a store has a shoplifter, the following applies: 1. The store employee is the person who must advise the alleged shoplifter(s) that

they are being detained because of shoplifting. 2. The store is the only entity capable of filing charges; security officers cannot

file for them. If a store detains an alleged shoplifter, the security officers will not escort the alleged shoplifter anywhere outside the store. It is up to store personnel or police to do so rather than security officers.

3. The security officer is present to ensure that there is no violence between the alleged shoplifter and store personnel or mall patrons.

4. In the event of violence between the alleged shoplifter and store personnel or mall patrons, the security officers will intervene to neutralize the threat until the police arrive.

The Mall at Johnson City is patrolled 24 hours a day. Disturbances or other public safety related problems observed by you or your staff should be reported by calling the Security Emergency Line at 423-483-5155. A security officer will be dispatched immediately. Customer or employee emergencies can usually be handled by calling Security. However, in the case of extreme emergencies, you should first call the Johnson City Police or Fire Department at 911. Security at The Mall at Johnson City is a matter of diligence for all of us. Security officers are available to assist and advise you. Conversely, they need your help and cooperation. Please familiarize yourself and your employees with the following guidelines. Any questions regarding public safety procedures should be referred to the Director of Security at (423) 282-2830. When requesting assistance, please provide the following the officer: 1. State store name


June 2004 43

2. State your name 3. Explain the situation in as much detail as possible. Note: If you believe an individual is armed with a dangerous weapon, please notify Mall Security of this when you call. OUR SECURITY OFFICERS ARE NOT ARMED. THEREFORE, IT IS IMPERATIVE THAT THEY BE PROPERLY INFORMED. The security supervisor on duty will handle all situations as stated above with the Johnson City Police Department. POLICY ON MERCHANT ASSISTANCE The Mall at Johnson City Security is responsible for the security and safety of the common areas including sidewalks and parking lot areas. Each merchant in turn is responsible for the security and safety of its interior leased premises. However, mall security may assist merchants on matters such as shoplifting, bad check artists, or other criminal offenders, in a limited manner. If a merchant requires assistance: 1. Mall security will ask them to notify the Johnson City Police and will

physically stand by until the police arrive. 2. Security will not detain the person causing the problem until the person

physically threatens the merchant or officer or moves into the common areas of the mall creating a disturbance or problem.

3. Mall security may assist merchants in finding suspected shoplifters in common areas. If successful, the merchant must personally detain such suspects. A merchant with probable cause may detain a shoplifter -- mall security cannot!

4. Mall security will not become involved unless an officer witnesses the crime or unless the problem escalates to a degree that someone is in danger of physical harm.

USE OF THE DURESS CODE The Mall at Johnson City has a duress code. This code is to be used in the event you or your staff cannot request mall security freely due to the fact that this could alert the offender(s). You and your staff should call mall security at 483-5155 and


June 2004 44

say, “This is STORE NAME, we have two packages to be picked up.” The number of packages is the same number of people threatening your store. If there are four offenders in your store, you have four packages to be picked up. Again, calling and requesting for X number of packages to be picked up is the duress code. Security officers will immediately be dispatched to your store. The mall security dispatcher will ask you if the “subject(s)” have a weapon and what type of weapon. These questions will be phrased so that only a yes or no response is required. DISORDERLY CUSTOMER Contact the Johnson City Police Department and mall security. Mall security will stand by until the police arrive, but will only take action if personal safety is in question. ACCIDENTS (In-Store) Your store liability insurance covers these incidents; however, if serious in nature, details should be reported to mall security. (In-Mall) Direct subject to mall security where all information pertaining to the accident will be recorded. SOLICITORS No solicitors will be permitted in the center or on the mall property (including parking lot leaf letters) without first obtaining mall management approval. If you or your employees observe any solicitors, please notify Mall Management or Security of their location.


June 2004 45

MEDICAL EMERGENCY If a medical emergency should occur in your store, please call 911 first and then call mall security at 483-5155. A security officer will be dispatched to your store immediately to offer assistance. If the situation does not require 911 services but does require some type of medical assistance, please call mall security at 483-5155 for medical assistance. LOST CHILDREN The Mall at Johnson City security officers will assist in the event of a lost child or person. If a lost child or person is reported, please call mall security at 483-5155. Please have a physical description including age, sex, and name of the person missing. The information will be immediately dispatched to all security officers. LOST & FOUND All lost & found items discovered in your store should be kept in your store. If you or members of your staff find an item in the common area, please do the following: 1. Turn item in at Guest Services. 2. If you or your staff is approached regarding a lost item, please call Guest

Services with a description of the item. A log is kept at Guest Services regarding all lost & found items and the representative will be happy to check if any item has been located. Items are held for 60 days at The Mall at Johnson City, and then turned over to local charities. AUTO ASSISTANCE If you, your employees, or your guests are in need of auto assistance, mall security will assist with jump-starts and lockouts. However, mall security will not change tires. If a motorist needs assistance that cannot be provided by mall security, a towing service will be called.


June 2004 46

AFTER HOURS ACCESS PROCEDURES To maintain the safety of our customers and employees, The Mall at Johnson City has an After Hours Procedure. This procedure controls who is in the mall before or after normal mall hours. Stores are required to obtain an after hours permit if they need to come into the mall earlier than two hours before the mall opens for business or will remain later than two hours after the mall closes. The following are the steps to take for obtaining an After Hours Permit: 1. Store personnel will be required to give at least 24 hours notice. 2. Permits can be obtained in the Mall Management office during mall office

hours, 8:30am – 5:30pm, Monday through Friday. For emergency situations, you may contact the Manager on Duty to obtain an after hours permit if the office is closed.

3. Information requested will include the following: a. Reason for extension permit. b. Names of personnel (contractor if applicable). c. The number of personnel who will need access. d. Time of entry/exit needed. e. What door will be required to be accessed.

You will be provided a gold copy of the permit. Please post this permit at your front entrance. The Mall at Johnson City security will require proper identification of anyone entering the mall after lock up. Access may be denied if prior notice is not received and there is improper identification. All retailers leaving the mall more than two hours after the mall has closed for business must exit the mall via prearranged Service Court doors. Mall security will escort you to your vehicle if needed. No one should be exiting through a main entrance after the doors have been locked by mall security. This presents a major safety hazard to mall merchants and mall employees remaining in the mall.


June 2004 47

INTERNAL SECURITY In the case of bad checks, stolen credit cards, counterfeit money and other similar problems, contact a security officer to identify the situation and the suspects. GENERAL SECURITY TIPS 1. Be security and safety conscious. 2. Report any situations which may be a security or safety hazard. 3. Make sure all doors are locked at closing. 4. Check to see that all merchandise is secure in store. TIPS ON SPOTTING A SHOPLIFTER There is no stereotypical shoplifter. Shoplifters are young, old, male, female, of any ethnic background, both amateur and professional. Since shoplifters are not readily identifiable, the best defense is to be alert to their patterns. Watch for the following: 1. Watch for a customer who is watching you. 2. Check how a person is dressed according to the weather, i.e., bulky coat in

warm weather. 3. Watch for nervous actions or spending a lot of time in one department. 4. Check dressing rooms regularly. 5. Know what merchandise a person takes into a dressing room. 6. Good customer service is your greatest asset. Be aware of all customers in your

store at all times. Your presence is a superior deterrent.


June 2004 48

EMERGENCY SITUATIONS ROBBERY In case of a robbery, first call the Johnson City Police at 911 and then call mall security at 483-5155. Inform the police and mall security whether the subject is armed. Give the robber(s) what they want; remember material items are replaceable; your life is not. Write down what you can remember about the robber(s) before you talk to other employees and while it is fresh in your mind. Do not touch anything; there may be fingerprints that can be used to catch the perpetrator(s). BREAKING & ENTERING Call the Johnson City Police at 911 and then call mall security at 483-5155 in the event of a break in. Again, do not touch anything. If you discover a door or gate open, do not enter by yourself, as subjects may still be inside. Wait until the police arrive. If you see a suspicious person, please call for mall security. The mere presence of a security officer may deter the subject from loitering or misdeeds. BOMB THREAT 1. Remain calm! 2. Try to notice as much as you can about the person calling, i.e., accent,

background, noises, etc. Ask questions, and keep the caller on the phone as long as possible.

3. Try to remember exactly what the caller said and write it down. The bomb

threat checklist on the following page will help you. 4. Contact the Johnson City Police immediately! Emergency number: 911. 5. Contact mall security at 483-5155

6. Alert the Mall Management Office of the situation at 282-2830. We will assist

in an advisory capacity and, if needed, assist in a search of the area.


June 2004 49

BOMB THREAT CHECKLIST Use this form to assist in obtaining important information from a bomb threat phone call: Name of Operator, or person receiving _____________________________ Date of call__________________________Time__ ________________________ Message (Exact Language Used): ______________________________________

_________________________________________________________________

_________________________________________________________________

Questions to be answered : When is the bomb going to explode? ____________________________________

Where is the bomb now? _____________________________________________

What kind of bomb is it? _____________________________________________

What does it look like? ______________________________________________

Why did you place the bomb? _________________________________________

Where are you calling from? __________________________________________

Description of caller’s voice: Male Female

Young Middle Age Old Estimated age___________________

Accent? What kind?

What is the caller’s tone of voice? Soft Loud Hoarse Muffled Deep

Pleasant Other__________________________

Is the voice familiar? ________________________________________________

Other voice characteristics: ___________________________________________

_________________________________________________________________

Did the caller appear familiar with the mall?_______________________________

Background Noise?___________________________________________________


June 2004 50

MORE EMERGENCY SITUATIONS FIRE

DURING STORE HOURS

1. Contact the FIRE DEPARTMENT: 911

2. Contact Mall Security Office at 483-5155.

3. Calmly evacuate your store. Do not panic the public by announcing

emergency evacuation.

4. The Johnson City Fire Department and mall management personnel will instruct shoppers to evacuate the mall if the need arises.

5. Station personnel to guard the area from potential danger and looting until

the police arrive.

6. Mall management will contact the surrounding stores’ personnel to review the extent of possible damage to their goods.

SUSPECTED FIRE – ODOR OR SMOKE

1. Make every effort to locate the cause of the odor or smoke.

2. If unable to locate, and odor or smoke persists, call the Fire Department and proceed as above.

AFTER HOURS FIRE

If a fire starts anywhere in the mall, the sprinklers will activate, providing a surge of water to control the fire. A signal is automatically sent to 911. Emergency Response personnel will contact mall management. The affected store managers will be contacted and advised of the situation.


June 2004 51

FIRE PREVENTION 1) All doors leading to exits along with exit doors should be accessible for use

when the store is occupied. 2) Stairways and walkways should be kept free of tables and other obstructions

when the store is occupied. 3) All stairways, hallways and other means of exit should be well lit when

merchant space is occupied. 4) Sprinkler system equipment (heads) should have a clearance of 3-feet in all

directions. 5) No items should be stacked under sprinkler heads unless a 3-foot space is

between the items and the sprinkler head. Nor should any item be suspended from the sprinkler system. No item may be hung from the ceilings of your store if it interferes with the sprinkler system and required clearance.

6) Nothing should be stored in the service hallways; these are fire exits for the

public and store employees and must be kept clear. 7) All aisles throughout your store should be a minimum of 36 inches wide and

should be kept clear at all times. 8) Flammable materials should not be used in creating displays in your store

for safety reasons. 9) The use of extension cords to permanently operated appliances is not

permitted. 10) No more than two appliances should be plugged into any outlet at one time. 11) Flammable liquids should not be stored in merchant spaces.


June 2004 52

PUBLIC SAFETY RULES & REGULATIONS 1. Merchants shall advise and urge its vendors to deliver all merchandise before

noon, Monday through Friday.

All deliveries are to be made to designated service or receiving areas for any period of time.

No deliveries will be permitted through the mall unless the merchant does not have a rear service door. Merchandise being received shall immediately be moved into merchant’s premises and not left in the common areas, service corridors or receiving areas.

2. Merchants are responsible for the storage of their trash, refuse, and garbage.

Merchant shall not dispose of the following items in sinks or commodes: plastic products, sanitary napkins, tea bags, cooking fats, cooking oils, meat scraps, cutting residue, petroleum products (gasoline, kerosene, lubricating oils), paint products (such as thinner) or any other items which sink and commodes are not designed to receive.

3. Merchants shall not permit any advertising medium to be placed on mall walls,

on merchant’s exterior walls or windows or anywhere other than the store interior.

No permission, expressed or implied, is granted to exhibit or display any banner, pennant, sign or trade or seasonal decoration of any size, style or material within the shopping center, outside the merchant’s space.

4. Merchants shall not permit the use of any advertising medium that can be heard or experienced outside of the merchant’s premises. Such items may include flashing lights, searchlights, loud speakers, phonographs, radios, televisions, organs, pianos, video screens and any other devices that can be heard or experienced outside of the merchant’s premises in a disruptive manner.

5. No radio, television or other communication antenna equipment or device is to

be mounted, attached or secured to any part of the roof, exterior surface or anywhere outside the premises, unless mall management has previously given written consent.


June 2004 53

6. Merchants shall not permit merchandise of any kind at any time to be placed,

exhibited or displayed outside its premises; nor is it permissible to use exterior walkways of its premises to display, store or place any merchandise.

7. Merchants shall not permit any portion of the premises to be used for lodging

purposes. 8. Merchants shall not, in or on any part of the common area:

a. Vend, peddle or solicit orders for sale or distribution of any merchandise, device, service, periodical, book, pamphlet or other matter whatsoever, unless specifically permitted to do so within the parameter of the lease use clause.

b. Exhibit any sign, placard, banner, notice, or other written material, except

for that approved by the mall management office.

c. Distribute any circular, booklet, handbill, placard, or other material.

d. Solicit membership in any organization, group or association, or contribution for any purpose.

e. Create a nuisance.

f. Use any common area (including the enclosed mall) for any purpose when

none of the other retail establishments within the center is open for business, except for that approved by the Mall Management Office.

g. Throw, discard or deposit any paper, glass, or extraneous matter of any kind,

except in designated receptacles, or create litter or hazards of any kind. It is a safety and fire hazard to store anything in service corridors. Mall management and/or The City of Johnson City's Fire Department may cite you for infractions.

h. Deface, damage or demolish any sign, light standard or fixture, landscaping

material or other improvements within the center, or the property of guests, business invitees or employees within the center.


June 2004 54

DEMOGRAPHIC SUMMARY*

2006 Population Estimate 456,643

2006 Household Estimate 181,840

2006 Average Household Income Estimate

$46,564

Average Age 41

Percentage of Females 51.6%

Percentage of Population Married 47.6%

Percentage Households with Children 35.6%

Percentage of Population Unemployed 2.9%

Professional/Managerial Occupation 39.5%

*CenterMax by Morris & Fellows, Inc. 2003


June 2004 55

MARKETING TOOLS FOR SUCCESS

The following marketing opportunities are available to help your store promote and increase sales at The Mall at Johnson City: Red Folder Program Each week, a red folder will be delivered to your store. The contents include memos from the management office, calendars of events, security notices and other important information. The Red Folder Program is an effective marketing tool to communicate with more than 90 stores and 1,200 mall employees. The Red Folders are distributed every Tuesday. If your store would like to inform fellow merchants about special promotions or sales, please submit information by Friday at 5 p.m. Examples of items for the Red Folders are flyers, coupons, or any exciting news from your store. Things to remember when utilizing the Red Folders: • Information for Red Folders needs to be submitted by 5 p.m. Friday.

• Your store is responsible for making 100 copies to be distributed.

• Red Folders are delivered weekly on Tuesdays. • Contact Mall Management Office with any questions.

The Mall at Johnson City Website Mall retailers may use the mall's website to feature employment opportunities, special events, sales or promotions and items to be listed on the gift idea section of the website. The website has general information for shoppers, including mall directions, job listings, store directories as well as other information. Participation forms are available at the Guest Services Center and Mall Management Office. Check out the website at www.mallatjohnsoncity.com.


June 2004 56

Job Listings To assist stores seeking employees, a binder is located at the Guest Services Center where all merchants can post job openings. Job listing forms are available at the Guest Services Center. The marketing department will also include your job openings on The Mall at Johnson City's website or on The Shopping Line. Forms are available in the mall office. Mall Marquee The mall's marquee is located on Roan Street between Sears Automotive and First Tennessee Bank. This marketing tool has the ability to reach thousands of people free of charge. The marquee is available on a first-come, first served basis for one-week intervals, provided no mall-wide events occur simultaneously. Marquee size is five lines of copy with 18 characters (letters and spaces) per line. For best results, reserve as far in advance as possible by calling the Mall Management Office at 282-2830. Calendar of Events and In-Mall Signage A monthly event calendar will be printed and distributed to all merchants. By notifying the marketing department, in-store promotions can be included on these calendars, and we encourage this as an opportunity to cross-promote among stores. Special events may also be included on 22 x 28 in-mall posters. All posters must be of professional quality and approved by the marketing department before displaying. Two sign faces are available for one-week intervals or longer according to demand for space. Shopping Line System


June 2004 57

When a customer calls The Mall at Johnson City at 282-5312 the call goes to an automated telephone system known as The Shopping Line. This technology allows stores to advertise monthly sales, special events or employment opportunities. The Shopping Line accommodates approximately 2,500 calls per month and is free to any mall merchant. Forms are available at the Guest Services Center or Mall Management Office, and should be completed at least one week in advance of the event or sale. Displays On those occasions when the mall has an empty storefront or retail merchandising unit (cart), an opportunity exists to display your store's merchandise. This is a great way to promote a special activity or new product! If you are interested in this opportunity you may place your name on a reservation list by calling the Mall Management Office at 282-2830. You must merchandise the displays at a pre-scheduled time Wednesday through Sunday. The length of time you may keep the display space varies as the mall reserves the right to have the display area back if it has been leased. Duration is also dependent on the number of stores on the waiting list. Displays are an effective way to increase visibility and customer awareness, particularly in an area of the mall away from your store location. Common Area Promotions The marketing department can schedule organized promotions or special events to help boost store sales. Mall management will coordinate loaned use of staging, chairs, 8-foot tables with skirting and stanchions for store special event use. If your store is having a monthly event and you would like our assistance, please call. Press Releases Communication with the local media is crucial when promoting events at the mall. Press releases can inform the public about upcoming sales promotions, special events, new store openings or remodels.


June 2004 58

Any merchant with an event of interest to the community can request a press release written by the mall's marketing department and distributed to area media at no charge. The marketing department will draft the press release and submit it; all we need is the information. Food Court Table Tents Food Court table tents provide a unique opportunity for stores to motivate a captive audience--shoppers who are already in the mall. Table tents may be produced in various forms and configurations. (Two-sided triangular tents, three-sided towers, and others.) Also, the mall currently utilizes clear acrylic 4x6 sign-holders for tabletop displays. To use the sign-holders, merchants provide 200 inserts to display for a one-week duration. Inserts must be 4x6 two-sided professionally printed panels. All table tent designs should be submitted to mall marketing to determine appropriate size, paper stock, and colors. Planet Kid The Planet Kid program is designed to attract families of kids 12 and under to the mall for special events. The current number of children enrolled is more than 3,000 and that number is growing! Monthly, The Mall at Johnson City sends out an electronic newsletter via Planet Kid email addresses with information about upcoming Planet Kid events, mall news, kids' crafts, recipes, etc. Store information and special offers may also be included in the newsletter. Direct mail postcards are another effective means of communication with member families. Contact the marketing department to discuss Planet Kid direct mail opportunities for your store. Your store can become a sponsor for special Planet Kid events! Many Planet Kid events result in media coverage and exposure for your store as an event sponsor. If you have any ideas or interest in Planet Kid events, please call to discuss.


June 2004 59

Mall Walkers The Heart and Sole Mall Walking program has approximately 300 registered members. As many as 250 more are regular walkers, but not registered in the program. These are 500+ potential customers at your door every day! The JCMC Health Resources Center manages the mall's walking program. Events include seminars, incentive programs, and a monthly breakfast on the first Wednesday of each month. Mall stores can become sponsors of an event already in place, or develop special coupons or prizes for mall walkers. Opening early for a special sale or providing juice/coffee are easy ways to reach these potential customers! Call the Mall Management Office if you are interested in promoting your store through Heart & Sole.


June 2004 60

GIFT CARDS- Gift Giving made really, really easy. The Mall at Johnson City gift cards can be purchased at the Guest Services Center, www.mallatjohnsoncity.com or by calling 1-877-Gift-To-Go. The Mall at Johnson City gift cards are available in any increments between $15 and $500. The Mall at Johnson City gift cards come ready for gift giving and can be paid for by cash, check, MasterCard, VISA, American Express or Discover. There is convenience fee of $1.50 per card for sales. There is a flat rate convenience fee for multiple cards. Redeemable at any Mall at Johnson City store that accepts VISA, these cards are perfect for employee recognition, sales awards, safety awards, promotions and holiday gifts. REDEMPTION OF GIFT CARDS: All of The Mall at Johnson City merchants are expected to honor gift

cards. When redeemed in your store, these gift cards can be treated like any VISA® credit card. DO NOT process as an in-store gift card. Before running the gift card through your POS (point of sale) device, verify with the customer that the gift card balance is more than or equal to the transaction amount. If the balance of the gift card is less than the transaction amount, use your store’s split-transaction policy. Transaction approval is based on the balance of the gift card.

Your settlement for goods and services sold using the gift card will be

processed with you other VISA® Credit Card transactions.


June 2004 61

MERCHANT MEDIA RESPONSE PROCEDURE Please be familiar with your company’s policy on responding to media inquires on behalf of your store. Any reporters/photographers who visit your store should be escorted by a representative of the Mall Management Office. The guidelines listed below are to be followed regarding media responses:

1. Store employees are not authorized to speak on behalf of The Mall at Johnson City. The General Manager and the Marketing Manager are the center spokespersons. Please direct any requests to the Mall Management Office.

2. If a reporter requests comments on behalf of your store please refer to your

company’s individual policy. 3. Photographers are not allowed to film your storefront or within your store

without your approval. If you allow such filming, we strongly suggest you protect yourself from any liability.


June 2004 62

INTRODUCTION “Service At Every Level” is an important part of The Mall at Johnson City philosophy. We believe satisfying our guests to be the most important part of our job. It is everyone’s responsibility to take care of our guests, whether you are a store employee, a contracted employee or representative of Mall Management. We are all on the same team with a common goal--sales. At The Mall at Johnson City everyone will be treated as a guest. There are both internal and external guests. Internal guests include co-workers, vendors, and store employees. External guests are the visitors to The Mall at Johnson City who come to shop and to be entertained. Our goal is to ensure each guest’s visit to The Mall at Johnson City is both pleasant and memorable.


June 2004 63

THE MALL AT JOHNSON CITY CULTURE The Mall at Johnson City has made a commitment to “Service At Every Level.” This is our culture. By listening, identifying and reacting, we will seek to provide for our guest’s service beyond their expectations. We will always go beyond to assist a guest by offering “Service At Every Level.” Each Mall at Johnson City team member is responsible for our guests, and will offer the kind of quality and personal service he or she would like to receive. In turn, The Mall at Johnson City team member will reap the rewards of a job well done. THE MALL AT JOHNSON CITY VALUES The Mall at Johnson City team members consistently stand behind our shared values. Our values listed below foster the “Service At Every Level” culture that is in place throughout The Mall at Johnson City.

Integrity HONESTY

RESPECT FOR OTHERS TEAMWORK

OPEN COMMUNICATION POSITIVE LISTENING SKILLS

PROFESSIONALISM Initiative

ENTHUSIASM POSITIVE RECOGNITION

ACCOUNTABILITY TIMELY FOLLOW THROUGH

COMMITMENT


June 2004 64

SERVICE DEFINITIONS CUSTOMER: A person with whom you have dealings GUEST: A person entertained by another acting as host

Retail guests desire a certain quality of service wherever they go. This includes the following:

• Fast and efficient service • Kind and attentive treatment • Courteous behavior • Respect • A great attitude • Professional treatment • Delivery of promises • Positive listening skills • Timely, fair solutions • Good manners

SERVICE: An act giving assistance or advantage to another


June 2004 65

SERVICE AT EVERY LEVEL: THE MALL AT JOHNSON CITY CULTURE The belief that every guest is equally important and taking care of those guests is the responsibility of The Mall at Johnson City team members, whether a store contracted employee or a Mall Management employee. Guests at The Mall at Johnson City include both internal and external guests. Internal guests include co-workers, vendors, and store employees. External guests are the visitors to The Mall at Johnson City who come to shop and to be entertained.

Taking care of guests involves always going above and beyond to ensure each guest’s visit to The Mall at Johnson City is a positive and memorable experience. At The Mall at Johnson City we fulfill a guest’s less obvious needs. SERVICE FACTS Retail guests will spend up to 10 percent more for the same product with better service. When retail guests receive good service, they tell 9 – 12 people. When retail guests receive poor service, they tell up to 20 people. Eight-two percent of guests will repurchase from a company if their complaint is handled quickly and pleasantly. If the service is truly poor, 91 percent of retail customers will not return to a store. Communication plays an important role in service. It is proven that people communicate in the following way:

• 55 percent of what we learn from others comes from their body language • 38 percent comes from tone of voice • 7 percent comes from words spoken


June 2004 66

FIRST IMPRESSIONS

First impressions are of the utmost importance. It only takes 20 seconds for a guest to form a first impression of The Mall at Johnson City. It is every team member’s responsibility to ensure that this impression is an excellent one. Appearance plays an important part of making a first impression. PROFESSIONAL APPEARANCE

• Appear neat and well-groomed • Wear clean and appropriate clothing • Keep hair clean and away from face • Keep hands clean and neatly manicured • Do not wear strong fragrances or colognes • Women should wear makeup in moderation • Men should be neatly shaved or groomed • Shoes should always be shined • No drinking, eating, smoking, or chewing gum while you are in the presence

of guests. (This includes both inside and outside of the center.) THINGS TO REMEMBER

• Guests are never an interruption to your job; they are your job. They will feel unimportant if not attended to. We must show them that we have regard for their needs.

• If appropriate establish a personal relationship with the guest you are

assisting.

• Always be sincere.


June 2004 67

COMMUNICATION VERBAL COMMUNICATION Everyone will at one point or another come into contact with The Mall at Johnson City guests. Some will be in constant contact. When speaking with guests, it is very important to communicate effectively. INFLECTION

Inflection makes us sound warm and friendly. (Guests will feel more comfortable while talking to us because of this wave-like movement between the highs and lows in our verbal pitch.) Inflection also serves to show the guest how interested we are in the conversation and thus in them. Without inflection, we sound monotone and disinterested. Concentrate on the following when speaking: smiling, stressing words, breathing and emphasizing one’s pleasant tone.

VOLUME

Volume is also important when we are speaking to our guests.

• If a guest is speaking loudly because they are angry or upset, do not yell back at the same volume. Start speaking at a lower volume, which will bring the guest’s volume down to meet yours.

• If a guest is confused or lost, speak very affirmatively with a slightly louder tone, but be certain not to be offensive.

PACING

Pacing is matching a guest’s rate of speech and intensity. It is one of the best ways to establish rapport with a guest.

• Most people speak at a rate of 100 – 150 words a minute.

• Intensity indicates the strength of the speaker’s emotion. This changes

with the level of concern over a particular situation or question. It is very important to reflect back intensity to the guest. Be as concerned as the guest is.


June 2004 68

GENERAL GUIDELINES TO FOLLOW WHEN SPEAKING: • Smile • Sit up straight. Think about your posture. • Use a low pitch voice to match that of your caller’s. • Avoid extreme volume. • Do not say “You know,” “I guess,” “I don’t know,” or “I’ll try.”

NON-VERBAL COMMUNICATION Non-verbal communication is made through body language. Body language is a constant flow of communication. It reveals what you are thinking and feeling. EYE CONTACT

Eye contact allows people to know you are interested, receptive and attentive. FACIAL EXPRESSIONS

Our faces are billboards advertising the way we feel. Be careful never to let the stresses of the day land on your face. A relaxed or pleasant expression is the ideal most of the time. Be certain to change your facial expression to suit a guest’s need or situation.

POSTURE AND BODY MOVEMENT

Our posture and body movement show our energy level and interest in the guest.


June 2004 69

Guests will be able to notice if you are impatient, if you: • Lean back and step away • Turn your body away and face another direction • Push yourself away from the desk or table • Gather your papers • Look at your watch

Instead:

• Nod occasionally - to show that you are listening • Lean forward - to show that you are interested • Face the guest - to show where your attention is

HAND GESTURES

Hand gestures are about being natural. Many people are said to “talk with their hands.” It is a natural way for people to express their feelings.

• Open-handed hand gestures are viewed as gracious. They may be

used to softly direct a guest.

• Closed-handed hand gestures, such as pointing with one’s index finger, are construed as a command as opposed to an invitation. Pointing is rude and intimidating, and is not acceptable at The Mall at Johnson City.

TOUCHING

Many people are sensitive to touch. Please refrain from touching any guests. This includes putting your arm around a guest, patting a guest on his back, etc. Even though these are meant to be friendly gestures, they may be misconstrued.


June 2004 70

PHYSICAL DISTANCE People like to keep a certain amount of physical distance between themselves and another person. Personal space is the distance that feels comfortable between you and another person. There are two spatial zones:

Personal 2 – 4 feet Social 4 or more feet

By maintaining a safe personal zone, you facilitate communication, trust and comfort. Most conversations with guests will take place in the personal range. This will allow enough privacy for confidential discussions but also a safe comfortable distance.


June 2004 71

THE MALL AT JOHNSON CITY LINGO

It is important to always speak positively. The following chart indicates what a Mall at Johnson City team member should and should not say.

SAY DO NOT SAY I’ll find out.

I don’t know.

What I can do is…

No.

This is who can help you.

That’s not my job.

I understand your frustration.

You are right – this stinks.

Let’s see what we can do about this.

That’s not my fault.

I can help you.

You need to talk to the manager.

I’ll try my best.

You want it by when?

I’m sorry.

Calm down.

I’ll be with you in one moment.

I’m busy right now.

I will call you back.

Call me back later.


June 2004 72

WHAT TO SAY INSTEAD OF NO

Answering guests with a definite, hard “no” is not satisfactory. If a guest cannot get exactly what they want, make sure you give them the closest thing you can. First, TELL the guest that you want to help them and the specific actions you will take to try to satisfy them. Second, SHOW the guest that they have some control over the situation. Possibly recommend an action the guest may take in the future to prevent a similar occurrence from happening again.


June 2004 73

DESCRIPTION OF “SERVICE AT EVERY LEVEL”

CONSIDERATE SERVICE The Mall at Johnson City team members always say “please,” “thank you,” and “you’re welcome”. They show respect for all guests visiting the center.

EFFICIENT SERVICE The Mall at Johnson City team members are always productive. KIND SERVICE The Mall at Johnson City team members always smile. HELPFUL SERVICE The Mall at Johnson City team members are always sincere and glad to be of service. ATTENTIVE SERVICE The Mall at Johnson City team members understand that guest's needs are top priority. When addressing a guest, The Mall at Johnson City team members will always establish and maintain eye contact. If appropriate, ask for a guest’s name as a means of establishing a relationship. SKILLED SERVICE The Mall at Johnson City team members will be trained in how to do their jobs well. They will know the center, the stores, the merchandise, the amenities, the programs, the events and more. They will know how to serve a guest completely and to fulfill a guest’s less obvious needs.

“If you see a guest without a smile, give them one of yours.”

- Anonymous


June 2004 74

KEEP YOUR EYES OPEN Throughout your day, while you are at The Mall at Johnson City, observe your surroundings. Look for guests who need assistance. Everyone plays a part in fulfilling our guest’s needs. The following are examples of what team members should always look for, even while fulfilling daily responsibilities:

1. A guest standing staring at a directory.

2. A guest struggling with managing numerous shopping bags and packages.

3. A guest looking lost or distressed.

4. A guest unable to locate their car.

5. A guest trying to open a door.

6. A guest having trouble communicating because of a language barrier.

7. A guest who is handicapped and looks as if they could use some assistance.

8. A child that appears to be lost.

9. A misplaced sign holder or poster.

10. An overflowing trash receptacle.

11. Loud music coming from a store.

12. Misplaced shopping carts, food court trays, and strollers.

13. Trash scattered across the floor, rear hallway, or anywhere on property.

14. A burnt out light fixture.

15. An entrance without door decals.

16. Wet floors either because of spills or inclement weather.

17. Clean restroom facilities.

18. Appropriate directional signage.

19. Tour buses arriving on property.

20. Tour bus drivers needing assistance.

21. Suspicious activity.


June 2004 75

THE THIRTY SECOND RULE The Mall at Johnson City Team should approach or acknowledge all guests within thirty seconds. The Mall at Johnson City team members will be attentive of their surroundings and The Mall at Johnson City guests. Guests are never an interruption. Look for guests who need assistance. We are here to offer “Service At Every Level.” EXAMPLE: A guest is standing by a directory looking for a store. ACTION: You, The Mall at Johnson City team member, see this but are in the

process of talking to another The Mall at Johnson City team member. You should stop what you are doing and go to that guest within thirty seconds. Introduce yourself and offer assistance: “Hi. My name is Mary. I work for The Mall at Johnson City. How may I help you?”

RESULT: The guest will feel important and will be able to proceed with their

visit. You can then return to your conversation.


June 2004 76

HOW TO ASSIST A DISSATISFIED GUEST All employees at some point will come face to face with a difficult guest. The nature of our job sometimes may require us to work with rude, frustrated, irate or confused guests. However, at no time should interactions in these situations result in loud verbal arguments. ENCOUNTERING A DIFFICULT GUEST

1. LISTEN CALMLY The guest who is upset needs time to vent. Do not interrupt as they let out their emotions. Just listen calmly and nod your head to show that you are paying attention and are concerned about their situation. Never walk away and never retaliate. Anger is an emotion looking for someone or something to blame. The anger may appear to be directed at you, but you are just the receiver. Never take their frustration personally!

2. AVOID GETTING TRAPPED IN A NEGATIVE FILTER

Friction between representatives and guests is often worsened by how the representative interprets the guest’s behavior. Once a label is pinned on a guest, it becomes a negative filter changing how we speak, listen and interact with the guest. When you come across a situation like this, focus on giving good service. Ask yourself what the guest needs and how you can provide it.

3. EXPRESS EMPATHY Do not confuse empathy with sympathy. Sympathy is when you overidentify with the guests’ situation. Empathy, on the other hand, says only that you understand the situation. Phrases that you could use include the following:

• “I can see why you feel that way.” • “I see what you mean.” • “That must be very upsetting.” • “I understand how frustrating this must be.” • “I am sorry about this situation.”


June 2004 77

Empathy means having to say, “I am sorry.” It does not imply anything was done wrong, but that you are genuinely sorry that the guest has had a bad experience.

4. BEGIN ACTIVE PROBLEM SOLVING Ask questions of the guest to clarify the cause of their problem or situation. Mirror back to them your interpretation to ensure that you are in agreement.

5. MUTUALLY AGREE ON SOLUTION

Do not promise what you may not be able to deliver. Offer the guest several options and then agree on the most appropriate decision.

6. FOLLOW UP After the situation has passed, it is a good idea to follow up. You may need to look into fixing what caused the problem. Also, you may want to send a letter to the guest.

THINGS TO DO

• Have a positive attitude • Be courteous and professional • Practice promptness and

responsiveness • Be a good listener • Get started with the facts • Follow through • Treat each problem or situation

as unique • Communicate and follow-up • Solicit feedback • Thank the guest and ask them

to return

THINGS NOT TO DO

• Cringe at the sight of a guest • Get angry • Be short or curt • Raise your voice • Grind your teeth • Talk in a negative tone • Make faces • Talk about guests


June 2004 5

RECTIFYING SITUATIONS As trained members of The Mall at Johnson City team, everyone is capable of rectifying a problem situation on their own. When you have an angry or disgruntled guest, it is not necessary to have them speak to your manager or the Management Office unless under extreme conditions or if it is a situation in which you feel uncomfortable making a judgment call. Remember, a complaint is an opportunity to get valuable guest feedback.

“There is only one boss and whether a person shines shoes

for a living or heads up the biggest corporation in the world, the boss remains the same. It is the customer! The customer

is the person who pays everyone’s salary and who decides whether a business is going to succeed or fail. In fact, the

customer can fire everyone in the company from the chairman on down and he can do it simply by spending his

money somewhere else.

Literally everything we do, every concept perceived, every technology developed and associate employed, is directed

with this one objective clearly in mind—pleasing the customer.”

-- Sam M. Walton


June 2004 6

TEN GOOD SERVICE HABITS

1. FOLLOW THROUGH ON YOUR PROMISES Recognize that The Mall at Johnson City offers superior and complete service and that it is your responsibility to fulfill all guests’ needs and surpass their service expectations.

2. GO THE EXTRA MILE

If a guest asks for a store, don’t simply utter its location. Instead take a directory and show the guest the most direct way to get to that store. Or if possible, walk the guest to the store.

3. OFFER GUESTS AN OPTION

If a guest is looking for blue jeans, list a number of retailers as opposed to just naming one. 4. EXPRESS EMPATHY

If a guest is upset about a situation, listen to what the guest has to say. Do not cut them off, interrupt them, nor act as if you do not have time for them. Show them you care and that you are apologetic, then offer a solution.

5. TREAT GUESTS AS THE MOST IMPORTANT PART OF YOUR JOB

Guests are the most important part of The Mall at Johnson City. Understand that listening and assisting the guest is every team member’s top priority.

6. TREAT YOUR CO-WORKERS AS GUESTS

To create a pleasant work environment, it is important for team members to show mutual respect for one another.

7. GIVE THE GUEST YOUR NAME

It is important to establish a relationship with your guest when appropriate. 8. SMILE

A smile goes a long way towards making a guest feel welcome. It also will make you feel happy.

9. SPEAK WITH INFLECTION

In other words, do not speak in a monotone fashion or it will appear as if you are uninterested and unfriendly.

10. ALWAYS MAKE EYE CONTACT Eye contact shows the guests that you recognize them and that you are being attentive to them and their needs.


June 2004 7

“SERVICE AT EVERY LEVEL” IDEALS

Standard Service “Service At Every Level”

Answer the phone. Answer the phone by the third ring.

Return calls. Return all calls within 24 hours. Speak clearly. Speak clearly and in a pleasant

tone. Be attentive to the customer. Make eye contact with the guest

within five seconds of their approaching you.

Be empathetic with a dissatisfied customer.

Always apologize if a guest is dissatisfied.

Take personal responsibility for helping the customer.

Always give the guest your name, title, phone number.

Dress appropriately for work. Wear your uniform at all times, and wear it with a smile!

Assist all customers that approach you.

Assist all guests within thirty seconds. Look for guests who appear to need assistance without waiting for them to approach you.

Answer questions. Answer the guest’s question fully, and then ask if you may be of further assistance.

Give directions. Give the guest a directory or write down driving directions.


June 2004 8

THE REWARDS OF “SERVICE AT EVERY LEVEL” HOW DOES IT FEEL? Providing excellent service will make everyone feel good. Team members will go home at the end of the workday knowing they did a great job and guests enjoyed their Mall at Johnson City visit and will return on another day. Each team member plays a part in why The Mall at Johnson City is “Service At Every Level.”

“The reward of a job well done is having done it.”

- Ralph Waldo Emerson

THE MALL AT JOHNSON CITY - Mallfinder Mall at Johnson City Lingo ... the mall. Many of you will come...

Documents

Transcript of THE MALL AT JOHNSON CITY - Mallfinder Mall at Johnson City Lingo ... the mall. Many of you will come...