The Topeka state journal. [volume] (Topeka, Kansas) 1892-1980, 1903-03-02
A GREAT FIRM,s IDEA.
Row a Big Establishment Secures
Effective Service.


This is the story of how one of the
greatest, perhaps the greatest, retail
establishment in the world secures the
last drop Of effectiveness from its en-
pl0yes. The store is that of Marshall
Field & Co, retail. Chicago, and the
plan is not only to keep the salespeople
Informed concerning the goods adyer-
tised, but, by means of bulletins in the
Mushrooms, to give them information
concerning EXHIBITS OF interest in yari-
GUS departments, notice of special sales
in different parts of the store and sHg-
gestions concerning what is desirable
in the attitude of the '.salesperson" to-
ward customers, toward fellow en-
ployes and toward the house. These
suggestions are really the strong link in
the system, and have been strong
factor IN giving the store its reputat ton
Take. for example. the suggestions
about telephoning. They are printed on
small cards and hung from house
phones.
The manner ia which a person uses a
telephone indicates his character to a
great extent, and makes either a good
or bad impression. And this impression
IS reflected directly upon the establish
ment from which such a message comes
Tt is a pleasure to do business with
house which performs every detail in
clean cut, satisfactory manner; but it
leaves sting to be answered abruptly
or discourteously over the telephone. It
is folly to lost ones temper because
one does not get immediate connection.
This IS rarely ever the fault of the tele-
phone opera tors, who are nearly always
courteous and prompt.
When one Is called to the telephone
he should respond quickly, and the per
son calling should not be left to hold the
wire too lOng-something decidedly irTl-
tatins, and often unnecessary
Let as throughout the whole house
strive to excel in satisfactory telephon-
ing.
Here is the Marshall Field idea Of
building up a successful business in a
TO DO the right thing. at the right
time. in the right way; to do some
/ things better than they were ever done
/ before. to eliminate errors: to know
4 both sides of the question; to be cOur-
teous; to be an example; to work for
love of the work: to anticipate re-
/ quirements: to edevelop resources, to
recognize no impediments: to master
/ clrcums tances; to act from reason rath-
/ ing short of perfection.
Any employee who makes a practical
/ suggestion for the betterment of the
4 business receives 81. any employe who
of the firm is awarded 81, and these are
| considered errors:
When there is in any way an exag-
geration.
When the price is wrong
When word is misspelled.
When the advertisement is gram
matically incorrect or when false
statement occurs.
The firm has gymnasiums for each
sex, restrooms, a hospital and various
other similar provisions.
An unassuming folder for the en-
ployes is entitled: "A few points
gathered from memoranda of the
meetings between the managers and
heads, assistants and others. Some of
these points may apply to you and the
work YOU are doing" Here are the
extracts.
Cultivate common sense and diplom-
acy. and let them show IN every detail
of every transaction
Learn the great value of courtesy.
not merely to customers, but to fellow
employees as we'll
Keep your eyes open for improve
ments. criticisms and suggestions
which win help any part of this bust
ness.
Pay strict attention to whatever you
have ia hand, and let that for the time
have your whole thought.
Learn to leave no misunders tanding
unsettled to the entire satisfaction Of
the other party
Cultivate cleanliness in every spot
and corner Of the house; see that your
own section IS perfectly clean.
Know how to write a good business
letter. and be sure you are thoroughly
understood by the recipient.
Be sensibly economical in large and
small matters; save paper, save lights,