Evergreen Medical Center
Evergreen Medical Center’s gift shop, located in a rapidly expanding award-winning regional medical center needed to evolve to meet the changing needs of patients, visitors and staff. New merchandise, a fresh buying philosophy, and renewed management focus were required to broaden the shop’s appeal. Evergreen called on Works Consulting to spearhead their successful revitalization.
Challenge
Rapidly expanding Evergreen Hospital wanted their gift shop to earn more revenue and provide consistent, caring customer service. Faced with underperforming gift shop management and a stale product offering Evergreen required an efficient, affordable revitalization.
Solution
Working closely with staff and volunteers, Works Consulting developed a new shop layout and displays, purchased a refreshing new selection of merchandise, developed and documented new daily procedures and hired and trained an experienced manager with a focus on service and a new approach to buying and display.
Results
The gift shop increased sales and benefited from more efficient day to day operations, greater volunteer satisfaction and rave reviews from patients, staff and the community.
“We were facing a struggling gift shop and needed some expertise fast! We found Miriam Works who jumped in with both feet and a plan of action!
Her accomplishments included a comprehensive review of past documentation to discover items for improvement and strengths of the gift shop to improve overall performance, an entire accounting system including process to generate reports, process to purchase items “open-to-buy”, daily accounting practices, and reconciliation, a comprehensive customer service manual and policies and procedures manual, monetary procedures, a tagging system, a record-keeping system and established retail goals, a total redesign of the layout and flow of shop, creating new displays and establishing shop’s style, and ensured a smooth transition when full-time Gift Shop Supervisor was hired.
We are grateful to Miriam for her determined guidance to help us reach our goal of a wonderful and productive gift shop.”
