Welcome to MacArthur’s
We are sure that you will find MacArthur’s a pleasant and rewarding place to work. Whenever a person begins a new job there are many questions which need to be answered. That is the purpose of this manual. We ask that you study it carefully. It is designed to familiarize you with our policies.
We intend for this to give you an idea of how we run MacArthur’s and we hope also that it will start you off in the right direction.
If anything in this book is not clear to you, please ask your supervisor to explain it. We are happy to have you with us!
- Honesty
You are honest or you would not have been chosen to work here. However, so that there is never a misunderstanding, we do insist that the following rules be strictly observed:
- All sales go through the cash register and a cashier. Do not accept money from customers away from the check-out counter. If a customer asks to pay you for an item always direct them to a cashier. Do not use the cash register yourself, even to make change, unless you are fully authorized.
- Any material taken from the premises in your personal car or by any other means will be immediately construed as unauthorized unless such action was approved by a supervisor prior to the loading of the material. Employees are not permitted to CHARGE their purchases. This includes writing up a purchase on a work order with the intention of paying for it later. All employee purchases are to be bagged or boxed with the receipt clearly visible to allow for easy inspection. Hold onto your receipt in case we ask for proof of purchase!
- Any keys you use must be returned to their original storage area after you use them. Any keys given to you must be returned upon termination of employment before any separation papers will be issued.
- All cashier or alarm codes are considered confidential information.
- All sales information is confidential. Please do not discuss this information around customers or outside of the business. You never know who may be overhearing your conversation!
- Unauthorized discounts given to your friends/relatives are considered as theft and are grounds for dismissal and possible prosecution.
Greater Moncton has a large community of plant enthusiasts and a thriving market for cuttings of plants. Staff are not permitted to divide or propagate plants purchased at MacArthur’s Nurseries for the purpose of resale.
- Customer Service
The most important person is always the customer. Remember they are doing us a favour by shopping at MacArthur’s. It is extremely important that they enjoy their entire shopping experience, from the time they enter our parking lot until the time they leave. You must ALWAYS BE AWARE of the customer’s needs and desires, not just when they are in the store either.Would you buy a plant if the one next to it was half dead? What about if the fertilizer display had two filthy bags on top.
Always put yourself in the customers’ shoes and think how you would like to be treated.
Care and Handling
For many of you, this could be your first job. Get comfortable doing the following and you will be successful in any workplace.
- Always greet the customer promptly. A minute’s wait is too long.
- Get the customer’s name, and use it.
- Smile! This is the trademark of a successful salesperson.
- NEVER argue with a customer. Even if you win, you lose.
- Always say thank you. It is a common courtesy that is appreciated.
- Know your job! Do NOT guess. Customers are looking to you for advice. Ask for help, if you need it.
- If you don’t know, find someone who does.
- Keep cool! When you lose your temper, you lose a customer. It cannot be stressed enough the importance of serving the customer in a prompt and courteous manner. This applies not just when the customer is at the check out but anywhere in our facilities.
Things to Remember
- NEVER leave a customer waiting while you are talking to another employee or are on the phone. It does not matter if it is your supervisor or the owner – drop them and look after the customer!
- Regularly check on the cash registers. Do not keep your back to the cash area for long periods of time. This way, you will see if customers are waiting and can help.
- The customer in front of you is more important than anyone on the phones or intercoms.
- If there are more than three customers in line at the cash, use the P.A. system to call for help. Remember, the customer always comes first before any of your assigned duties.
- Do not point directions to customers. Take the time to personally take them.
- Always offer to carry out the customer’s purchases. If you are not sure whether need assistance, just do it!
Selling
Selling is not ringing up the sale of a box of fertilizer. That is checking-out. Selling is getting the customers to buy something they really didn’t come in to buy. It is convincing them that they need and want to buy a particular item. That does not mean you try and push something on them, rather, point out related items to the product they came to purchase. This is called tie-in sales. For example, if the customer comes in to buy a tropical plant, you suggest a decorative pot to plant it in, or fertilizer needed to help the plant grow. Tie-in sales are items that the customer can honestly use but did not come specifically to buy. Remember, if we do not sell it to them, they will probably pick it up somewhere else. Most customers appreciate these tie-in sale suggestions and you can be sure that we appreciate the salesperson that uses this method successfully.
A tie-in sale is when you point out related items to the product they came to purchase. For example, an appropriate pot or fertilizer.
Follow Through
Nothing is more annoying to a customer or to a fellow employee than to be told something will be done or ready at a particular time, only to find out that it is not. When you tell a customer that you will find out something for them, do your best to get the answer for them. Write it down so that you will have something to jog your memory. When you cannot find a solution, always let the customer know that you at least tried.
Following up is very important to the goodwill of the customer.
If a customer asks you to deliver a message to another employee, make a note of it and follow up this request. Promises to do deliveries, planting, or any other outside work should be followed up by a telephone call if you are unable to do it when promised. The call must be made before the scheduled work is to be done, so that no customer is left waiting for you. Most people are very reasonable about this if they are notified in advance. Just explain to them why you are unable to do so at the requested time and ask for another convenient date.
When directed to do a certain task by your supervisor or by the management of MacArthur’s be sure and follow-through on your promise to do so. It is very irritating to the management to have to come back and make several requests to have a certain job done. Make sure you let your supervisor know why you could not accomplish an assigned task. Never forget though, the customers always comes first and their service is your primary goal!
- Cash Register Operation
Only authorized personnel will operate the cash registers. These cashiers are trained to use our system. We ask that this rule be adhered to at all times to avoid unnecessary mistakes which cause delays in checking out the customer.
General Rules
- No drinks or liquids are allowed on or near the cash registers.
- Keep the cash area neat – ensure no products or supplies are displayed on or against the cash registers.
- The area immediately around the bar code scanners must be kept clear.
You will be shown by your Supervisor any procedures required to operate the cash register.
Our business is strictly Cash & Carry. We do not have Charge or House accounts as a rule and the majority of accounts we do allow are business accounts.
The few charge accounts we do have are listed in a blue binder held at the main cash. If there is no entry in this listing, the person cannot charge their goods. Only Beverley, Sharon, Alain, Kerry or Janice may open new accounts.
Please remember, customers are generally impatient to be checked out after they have completed their shopping.
Never allow a backlog of customers to pile up around the register.
If you have the authority to run the register, and you see a backlog beginning, jump in and help the cashier on duty. Remember, although a customer may take 30 minutes to make a selection, once it is made, they are ready to check out. They can become very irritated standing in line. Most importantly, if you are busy at your checkout, get on our Public Address system (dial Page) and ask for some help!
Things to Remember
- Always hand the customer their receipt. At this time, remind the customer of any return or replacement policies that apply to their order.
- When handling cash, always ring in the amount tendered, so that it appears on the receipt. If you don’t, the customer could say they gave you a twenty dollar bill when it was only a ten.
- Replace receipt paper as soon as you notice the pink stripe found at the end of the roll.
- If you make a mistake, save the register receipt and mark on the back of it, “needs to be corrected” with an explanation and your name. Put this in with the day’s receipts so Beverley, Kerry, or Janice can fix it.
We use biological controls (insects) as part of our natural pest control program. You will notice white sachets on many of our plants. Sometimes, you can see white powder on soil. A customer may think this is an infestation. This happens frequently. If you are uncertain, ask your supervisor.
- Complaints
We may receive complaints in person, over the phone, via email and on social media. Never blame the customer. Our attitude is that if they did something wrong, it is because MacArthur’s did not supply them with the proper information or materials.
If a customer did not take care of a plant properly, assume it is because MacArthur’s did not supply them with the proper information or materials.
Please remember that all of our product and services are fully guaranteed within specific time frames. These policies are guidelines only. We always side with the customer. Please page a supervisor, if you need help making a judgment call.
Our priority is making the customer happy, so that they will shop again with us.
- Return Policy
Returns, Guarantee Redemption, and Replacement Procedures
Most of our sales are of live plants. Sometimes, despite the customer’s best efforts, the plant will die. As you’ll soon learn, troubleshooting plant care can be tricky. Remember, never make the customer feel like they did something wrong. Your goal is to make them happy first by quickly replacing the item they have brought to return. Once they have their replacement, gently inquire to see if they require additional information to help them obtain a better result this time.
We always require the customer to bring the plant back, in order to be eligible for a return or replacement.
Gently inquire to see if they require additional information to help them obtain a better result this time.
The treelot and perennial section have extended guarantee periods. We collect customer’s contact information, as well as provide planting instructions.
All financial transactions for returns and replacements must be handled at the checkout.
Please remember, if the product is within our guarantee window, the customer is eligible for a replacement or store credit – no matter what.
Example: a customer purchases a houseplant and it is damaged or dies within 30 days. It doesn’t matter what happened, we replace the plant or give the customer a store credit for the purchase price.
If a product is returned in its original pot/packaging with no damage within the guarantee window, the customer is eligible for a cash refund.
Example: A customer purchases multiple packs of vegetable transplants. After planting their garden, they have packs left over. They bring back the packs in their original containers with no damage and their receipt. We will give them a cash refund.
Remember, these are guidelines only. Always side with the customer. You can make the final determination, if they are a bit late returning their purchase outside of the timeframes. If you are unsure, ask a supervisor to help.
Return Policy
If the Customer Has... They are Entitled to... Receipt and goods purchased Cash refund, store credit for purchase price, or replacement (within guarantee period) Goods purchased and no receipt Store credit or replacement (within guarantee period) Receipt but no purchased goods No reimbursement to customer No receipt and no purchased goods No reimbursement to customer Guarantee Policy
Item Guarantee Period Notes Annuals 7 Days This includes annuals in pots and packs, vegetables, hanging baskets and planters. Houseplants 30 Days This includes cacti, succulents, tropical palms/bushes/trees and potted plants sold inside the nursery. Rose Bushes 1 Year This includes all rose bushes purchased on our tree lot. Customers making tree lot purchases will be given separate guarantee information in addition to receipt. Trees and Perennials 2 Years This includes all product grown on-site or brought in from suppliers on our tree lot and perennial section. The customer will be given separate guarantee information in addition to receipt. - Discounts
We do not give discounts. You may be asked for discounts by other customers on all types and sizes of sales. You should explain that our policy is this:
We strive to keep our prices as low as possible consistent with the high quality of our plants
We do not set arbitrarily high prices so we can cut them when someone asks for it to be done.
This one low price to everyone is the best policy.
If the customer is still unhappy, find a supervisor.
Any special price given to a customer by a salesperson must be approved by a supervisor. The supervisor must initial the invoice.
Customer Discount Days
We have set days of the week for discounts. Please note the discount is only valid on that specific day and is for 10% off any regularly priced items. We also will regularly put products on sale and promote via social media. All sales and promotions will be communicated by your supervisor and noted on the whiteboards at the cash registers.
- Student Day: Tuesday
- Senior’s Day: Wednesday
- Customer Appreciation: Thursday
If the customer pushes you for this discount at any other time of the week please explain the following to them: Tuesday, Wednesday and Thursday are historically the slowest days of the week for us. That is why these days were picked for discount days! We strive to have everyday low pricing in effect at all times. We cannot afford to give these discounts every day of the week!
We cannot hold product for the customer to come back on one of the discount days to purchase.
We also have traditionally had sales that happen annually, such as at Christmas and on our anniversary at the end of June. However, these sales are determined by management, not guaranteed, and will not be disclosed until we are ready to make the dates public. If you are asked about sales before the dates are public knowledge, please tell the customer that management has not told you the dates yet.
- Wholesale and Special Orders
Wholesale
We frequently receive requests from flower shops and florists, other stores, and individuals to purchase our products to re-sell. We do not wholesale any of the products we grow on-site or bring in from our suppliers. We have signage displayed in our floral cooler stating this. If you suspect a customer is purchasing product from us in order to re-sell, please let your supervisor know.
We do have a sister company, MacArthur’s Quality Flowers and Plants, that specializes in wholesaling cut flowers to chain stores in Atlantic Canada. They are based in Dartmouth, Nova Scotia. While it is a separate business from the nursery, MacFlowers’ head office is here and several of their truck drivers are based out of Moncton. You may hear staff mention that we have product arriving from “Dartmouth” or notice their trucks on our property.
Special Orders
As a rule, we do not do custom orders. This includes custom floral arrangements as well as flowers and plants for weddings or other events. Please tell the customer that we only do “cash and carry”, or ask your supervisor to speak to them.
- Plant Care and Receiving Merchandise
Plant Material – General Care
You are asked to always be on the lookout for damaged plants. Please take time to stop and stand up a plant if it has fallen over, or if a customer has left a plant in the wrong display, etc.
- Handle plants by their pot and never the top. Carrying or lifting a plant by the top will cause damage to the stem, foliage, and pull and loosen roots
- Do not place plants near sources of heat or cold.
- Water dry plants.
- Remove sick plants. This cannot be stressed enough. MacArthur’s is different from any other store because we never have sick looking or infested plants in our displays.
- Report any signs of insect or pest damage to your supervisor immediately.
Always remove sick plants.While we proactively treat our plants with biological controls, we are not a plant hospital.
Receiving Merchandise – Unpacking and Stocking Shelves
If you are unloading merchandise of any kind, you are required to count and verify that all pieces of merchandise are present. Note any differences on the ticket before signing it. Bring any differences noted to the attention of your supervisor
If you’re unpacking merchandise, it is your responsibility to see that every item checks out by the invoice. Again, call your supervisor if there are any discrepancies.
If you’re putting items on the shelf, it is your job to see that every item is clearly priced before it is put out to sell. This is extremely important and one of the most difficult jobs in the store to get accomplished. Everything must be priced before it is put out to sell, so that no one will have to interrupt a sale to find out the price of an item.
Pricing Best Practices
- Always try to place the price tag in the upper right corner of the package.
- Never cover any part of the barcode with a price tag.
- Take the time to press down the tag if you are using a pricing gun.
- Handle all merchandise with the utmost care.
- Extreme care should be used when handling plant material.
- Theft and Shoplifting
While a robbery is very unlikely to occur at MacArthur’s, here are some extremely important instructions in the event of a hold-up:
Do not indulge in any heroics that will endanger yourself or anyone else
- Give the person whatever they are for.
- Don’t panic. Keep yourself calm and collect your thoughts, so that you can provide a description of the person, their clothing what they said, etc. In other words, anything that would help in the apprehension of the criminal
- If possible, call for help as soon as you can. If you noticed a car, get the description. Even a partial license plate number can help.
- Try to get the contact information of any possible witnesses.
To prevent large losses, keep big bills locked in the steel box. On busy days, call the accounting office to empty the cash register as needed. Whren checkout lanes are not being used, keep them closed to traffic.
A minimum of TWO employees must be present at closing time. When they are finishing closing up, they must leave together.
Shoplifting
Shoplifting is a very serious and common retail problem. People do sometimes forget to pay for items. You can keep yourself safe, and save yourself and potential customers from embarassment by using the following guidelines.
If you truly believe you observed someone shoplifting, report the incident immediately to your supervisor or management.
If you’re witnessing someone walk out the door, and you don’t have time to alert a supervisor, consider asking the individual:
“Pardon me, but did you forget to pay for anything?”, rather than confronting the person by yelling “Stop, thief!” or accusing them of stealing.
One of the most effective counter-measures against shoplifting is the observant employee. Once a potential shoplifter know that they are being observed, they are much less likely to take anything. If you notice a customer acting suspiciously, please inform the manager on duty so that they can follow this person around the store.
Ensure customers remain in the retail part of our property. If you notice someone unfamiliar in any of the following places, please politely inform them that the area is for staff only and escort them back to the store:
- Front Office
- Storage Rooms
- Electrical Room
- Exiting the store from the back doors toward warehouse/production
- Wandering through cold frames (behind tree lot and perennial section)
- Driving or walking to the staff parking area
In the spring and summer we have many additional staff. We also have employees who work in the warehouse, remotely, or in the production areas that you may not see day to day. We do not expect you to recognize everyone who works here. If you question someone who turns out to be an employee, don’t worry, no one will be offended! We’ll be thrilled you’re doing your part to keep our business secure.
- Human Resource Policies
Hiring Policy
All new employees are subject to a 3 week trial period. Your performance will be evaluated during this time. Your supervisor may suggest aspects of your work habits that require improvement to meet our high standards. Failure to do so will result in your termination.
Working Hours
We are open 7 days a week, including evenings, all year round.
All employees are expected to be able to work during our normal store hours, and are hired based on this understanding!
Holidays
Only full time staff are eligible to be paid for legal holidays. We are open 362 days a year. We are closed Christmas Day, Boxing Day and New Years Day. We close early on Christmas Eve and New Years Eve.
Moonlighting
If you choose to work multiple jobs, it must not interfere with your performance at MacArthur’s. We cannot accept your working at a competitor.
Garnishment of Wages
As per federal and provincial laws.
Changes Affecting your Records
Please contact Beverley.
Termination of Employment / Recall
Your separation papers will be available within 1 week of your final pay. Records of Earnings are submitted electronically to Service Canada. Letters of recommendation are available with on week notice. Please ask your supervisor
Payroll Information
On your first day, your manager will give you a form to fill out so that you can be enrolled on our payroll. You will need to provide your social insurance number, address, bank account information, and an email address. We use ADP for payroll. Our accounting office will give you your User ID and a temporary password so that you will have access to your pay cheques as well as be able to punch in from your cell phone.
You can login to ADP from a computer: Here
You can also download an app for your phone:
Pay Period
Sunday to Saturday bi-weekly. Direct deposit is required. Deposits are made by the Friday of the pay week.
Punch Clock
Use your phone or the computers located behind the cash registers or in the warehouse to clock-in. Please see your supervisor if you have any issues. You must punch in and out for your lunch breaks.
Leave
The following information includes typical leave scenarios and the guidelines we follow in accordance to New Brunswick labour laws. Please contact Alain Levesque if you have any questions.
Sick Leave
Is accrued by permanent full time employees.
Leave of Absence
Please contact your supervisor or Alain Levesque.
Bereavement Leave
Full time staff are eligible for up to 3 days of paid leave. Please contact your supervisor.
Jury Duty, Military Leave, or any other Leave
Contact your supervisor or Alain Levesque.
Employee Benefits
Vacation
Full time permanent staff are eligible for 2 weeks of paid vacation time a year. After 5 years this increases to 3 weeks. Part time staff receives 4% of their wages. This increases to 6% after 5 years.
Employee Purchase Discount
All Employees who have been with us more than 1 month, and are currently on the payroll, are eligible for a 33% discount off the regular price. The only exception is the market. The staff discount that applies to the market is 20% off the regular price. This does not apply to sale items, markdowns etc. Terms are strictly Cash & Carry! This discount applies to you only! The only exception is if an employee still lives in the same household as his or her parents, staff discounts apply to the parents. Abuse of this discount could result in dismissal.
Insurance Programs
For full time permanent staff our benefit package includes Health, Dental and Life. Please contact Kerry for details
- Employee Conduct
Expectations
Uniforms
You are expected to maintain a neat and clean appearance at all times. We supply shirts, sweaters, hats and a name tag. These must be worn at all times during your shift and are not to be altered in any way. During the summer, shorts may be worn. The length must be approaching the knee. No sport shorts or sweat pants. Please contact your supervisor if you require additional items or have any questions.
Conduct
Be friendly and courteous at all times to colleagues, customers, and visitors to our facility. Foul language will not be tolerated. Any behaviour interpreted as threatening, sexually explicit, violent, racist, or homophobic will be investigated and will result in discipline and potential dismissal.
If you have witnessed or experienced misconduct from a colleague, please contact Alain Levesque.
Company Vehicles
There are situations where you may be told to use one of our vehicles. This could be to drive a pickup truck or cube van to make a delivery, pick up tools or supplies, or transport a colleague to receive medical care.
Gas and Oil
The make, license plate number and odometer reading must appear on the charge slip, along with your legible signature. A copy of the charge receipt must be returned and given to your supervisor.
Accidents on and off Premises
Immediately report the details to your supervisor or office staff. If you are injured, a worker’s compensation form must be filled out within 3 days. The insurance and registration cards are found in the dash of all company vehicles.
Company Tools and Supplies
Any tools or supplies leaving the grounds in your posession, without the permission of a supervisor or a cash register receipt will be considered theft.
Meetings
You will be notified 1 week in advance of any staff meetings. The time of the meeting may not fall within your regular shift. You are expected to attend. Notify your supervisor immediately with any conflicts.
Phones
The use of company phones, mobile or landline, are meant primarily for business uses only. Personal cell phones are not to be used when working. Employees are not to use earbuds or headphones while working. Particularly while working on retail floor or driving the forklift. It is rude to customers and a safety concern.
Phones are to be off or on silent. If you need to make a call or send a text, you must go on break.