| Document Name | Description | Last Updated |
|---|---|---|
| Sales Accounting Marketing “Deferred Interest” is Not the Same as “No Interest” | Explains the difference between deferred interest and no interest and provides the required promotional disclosure language. | 30 October 2008 |
| All Employees “HOT” Contact Key | How to identify, track, and follow up on customers who show a strong interest in a specific item using the "HOT" contact key. | 28 July 2006 |
| All Employees $ For This, $ for That | $ For This, $ for That explains what expenditures the Financial Planning Committee approves, how allocation decisions are made, and how special orders are handled. | 29 April 2006 |
| Sales Accounting 5-Digit Invoices | How to handle sales when the computer system is down using 5-Digit Invoices. | 08 March 2013 |
| Buyers A Completed Buy | What constitutes a completed buy and how that determines commission eligibility. | 15 July 2022 |
| Sales Accounting A Completed Sale | What constitutes a completed sale at Leo Hamel Fine Jewelers and how completion affects earning the 25% portion of commissions. | 30 August 2024 |
| All Employees A Quote | Advice on what to do when a salesperson becomes desperate: communication has broken down, so change your communication or turn the customer over. | 20 May 2006 |
| Buyers Acceptable Forms of ID | Which forms of identification estate buyers may accept under the Business and Professions Code for secondhand goods. | Never revised |
| All Employees Accepting Checks, Responsibility of | Explains who is responsible for bad checks and requires using the company's check guarantee service when accepting checks. | 14 August 2006 |
| Accounting HR Accounting Accrual of PTO | How PTO is accrued for employees, including rules for exempt vs non-exempt employees, holidays, unpaid leave, and exceptions. | Never revised |
| Marketing Ad Proofing and Placement | Specifies that the Director of Public Contact must review and approve final ad proofs and that prior approval is required before placing ads in any new publication. | Never revised |
| Sales Add-Ons Defined | How to define, track, calculate, and report add-on sales to improve sales performance. | Never revised |
| Buyers Adding Sellers to the Mailing List | Guidelines for estate buyers on which sellers to add to the retail mailing list and how to document and confirm their interest. | Never revised |
| Sales Buyers Accounting Additional Commission for Reviews | How sales staff and estate buyers can earn additional commission by obtaining and verifying customer reviews on Google, Yelp, or Facebook. | 27 May 2025 |
| Reception Sales Logistics Address Corrections | How reception, sales, and shipping staff should handle returned mail and update or remove customer addresses. | 02 September 2010 |
| All Employees Address Updates – More Data | How to update and maintain customer mailing addresses and phone numbers when mail is returned. | 11 August 2006 |
| Buyers Inventory Sales Adjusted Cost Definition | How the term "Adjusted Cost" is defined and applied to estate buys, wholesale and retail pricing, inventory valuation, shipping and repair costs, and related commissions. | 07 August 2006 |
| Marketing Advertised Items | How the marketing department must prepare and display copies of ads and detailed lists of advertised items so staff can quickly answer customer inquiries. | 08 August 2006 |
| Marketing Sales Advertising Must Sell | Why advertising must focus on selling in-stock products now and be measured by ROI to prove effectiveness. | Never revised |
| All Employees Alcohol at Work | Rules prohibiting employees from being under the influence of alcohol at work and expectations for alcohol use at company functions. | Never revised |
| Accounting All Money is Deposited into Main Checking Account | Directs that all incoming funds must be invoiced and deposited into the main checking account and that transfers to other accounts be made by check to maintain an audit trail. | 01 April 2000 |
| Inventory Accounting Logistics All Supplier Invoices Routed to Inventory | How Inventory must route and process supplier invoices so Accounting receives them promptly for payment. | 30 October 2008 |
| All Employees Allowing Entrance into the Store | How staff should admit customers into the store and ensure they are greeted and assisted until someone else takes responsibility. | 13 August 2006 |
| All Employees American Express Acceptance | Policy stating that staff must accept American Express cards cheerfully without surcharge or discouragement. | 14 August 2006 |
| Sales American Express Charges | How to verify American Express charges to prevent fraud when accepting in-store and telephone orders. | 01 November 1998 |
| Sales Accounting American Express Traveler’s Checks | How to verify the authenticity of American Express Traveler's Checks and steps staff should take when accepting them. | 14 February 2011 |
| All Employees Annual Raises | How annual raises are determined, when they are decided, and when they take effect for all employees. | Never revised |
| All Employees Answering the Phone | How employees should answer incoming phone calls, when to pick up, and the required greeting and attitude. | 29 July 2011 |
| All Employees ANTI MONEY LAUNDERING PROGRAM AND POLICY | How Leo Hamel Fine Jewelers prevents and responds to money laundering and terrorist financing risks in retail purchases and sales of covered goods, including identification, monitoring, red flags, reporting, and recordkeeping. | Never revised |
| All Employees Appearance of the Showroom | How to maintain a clean, attractive, and well-maintained showroom so customers focus on the jewelry and watches. | 28 January 2017 |
| Accounting Sales Repair Apple Pay Types Not Accepted | Apple Pay Types Not Accepted explains that the store will not accept Apple Pay or other mobile wallet payments because of fraud risk and requires customers to present physical credit cards. | Never revised |
| Sales Repair Accounting SDGL Appraisal Fees | Appraisal Fees explains how SDGL (Elliot) insurance and non-insurance appraisals are scheduled, charged, and invoiced. | 31 May 2025 |
| All Employees Arrive Ready to Work | Arrive Ready to Work explains expectations that employees arrive before their start time, begin working once clocked in, follow break and parking rules, and that estate buyers follow the same requirements. | 20 May 2023 |
| Buyers Asking for the Next Buy | How to encourage repeat estate sellers to bring additional items and set appointments to increase buys. | Never revised |
| Accounting Sales Bank Wire Transfers | How to provide bank details and contact information for customer-initiated wire transfers and require accounting to verify receipt before shipping. | 24 May 2024 |
| Buyers Be Kind to Sellers | How buyers should treat sellers and their items respectfully to preserve customer relations and resale opportunities. | 07 January 2020 |
| Sales Repair Accounting Beware Credit Card Scams | How to identify and prevent credit card scams to avoid chargebacks. | 12 March 2013 |
| Buyers BIS & Buying Percentage | Instructions for tracking daily "bodies in the shop" (BIS) and calculating estate buyers' buying percentage to monitor advertising effectiveness and improve performance. | Never revised |
| Marketing Blogs | Guidelines for writing SEO-focused blogs to promote the jewelry business. | Never revised |
| All Employees Briefcases and Security | How to handle customers' briefcases and other items on the counter, and what staff should do when a customer behaves suspiciously. | 13 August 2006 |
| All Employees Business Cards | Which employees get company business cards, how many they receive, what information and customization are allowed, and the process to order them. | 21 March 2013 |
| All Employees Business Hours | The store's regular business hours for the San Diego location and how special opening times will be announced. | 20 July 2021 |
| Buyers Sales Buy Customer Referral Checks | How to award and process referral checks to customers who refer buyers, including qualification criteria, reward amounts, and step-by-step procedure. | 07 May 2021 |
| Buyers Sales Buy Customer Referral Checks | How buyers request and send referral reward checks to customers who refer new sellers. | 07 May 2021 |
| Buyers Sales Accounting Buy Money, Special Discount to Customers Who Spend it at our Stores | How buy customers receive a 15% bonus certificate to spend in the retail stores when their buy checks exceed $200. | 12 May 2012 |
| Buyers Buy Organization, Notes, and Stock IDs | How buyers should organize purchases, record detailed notes, and assign stock IDs to ensure buys are complete and accurately valued. | 14 March 2015 |
| Buyers Buy Slips | What information must be recorded on buy slips, including the mandatory customer phone number and how missing numbers affect commission. | 14 March 2013 |
| Buyers Buy Sources | Buy Sources — how to record why customers come in to sell and which marketing channels prompted those buys. | 15 July 2022 |
| Buyers Buyers – Buy Splits | When and how commission splits are earned among buyers on buys, including required documentation, turnovers, and split handling. | Never revised |
| Buyers Sales Buyers Keep all Parts of Buys | Why buyers must keep all parts of purchased items and related paperwork until inspection so items can be reassembled, returned, or otherwise evaluated. | Never revised |
| Buyers Buyers Promotion | How buyers should use personal calls, emails and letters to increase estate buying business. | Never revised |
| Buyers Buyers- Diamond Grading | How buyers are tested and retrained on diamond grading when rotating through the Old Town office to ensure accurate grading and avoid missing large buying opportunities. | Never revised |
| Buyers Buyers, Avoiding Swap Theft | How buyers can prevent swap theft when evaluating items such as diamonds and watches. | Never revised |
| Buyers Buying Basics | How buyers should handle phone inquiries, in-store interactions, qualifying sellers, closing deals, dealer transactions, and follow-up to maximize profit and customer trust. | 28 July 2012 |
| Buyers Inventory Buys and Trade-in Diamonds- Double Checking Carat Weight | How to double-check carat weight when buying or trading diamonds to ensure accurate pricing and avoid overpaying. | Never revised |
| Marketing Call for a Catalog | Requires that all store advertising include a reference to calling for a catalog. | 08 August 2006 |
| All Employees Calling Customers | Guidance on who may be given information about a customer's purchase, repair, or available credit when calling customers—only the purchaser unless it's clearly acceptable to discuss with someone else. | 17 June 2006 |
| All Employees Calling in Sick or Tardy | How employees must report sickness or tardiness, how PTO is applied to sick time, notification requirements and consequences for unreported absences, and the perfect attendance bonus. | 19 October 2022 |
| All Employees Calls to Vendors | How and when to call vendors owed money to keep them informed and maintain good relations. | 16 August 2006 |
| Sales Repair Can I Help You? | How sales staff should approach and engage customers on the sales floor to create sales. | Never revised |
| All Employees Careful Handling of Watches and Jewelry | How to carefully handle and store watches and jewelry to prevent scratches and a shopworn appearance. | 13 August 2006 |
| Repair Cartier Repairs | How Cartier watch repairs are handled and what customers should be told about timing and third-party handling. | 08 August 2006 |
| Accounting Cash Payments | States that bills, consignments and dealers must be paid by check only and that cash payments or cashing checks written to customers/stores/dealers are prohibited, with petty cash under $20 (with receipt) as the only exception. | 14 August 2006 |
| All Employees Cash Value of a Trade-In | How the company determines the cash value to offer for trade-ins based on what an estate buyer would pay. | 06 August 2006 |
| Sales Cash, Checks & Credit Card Slips, Where They Go | Where to place cash, checks, and credit card slips after a sale to ensure they are recorded and not lost. | 26 May 2006 |
| Marketing Accounting Catalog Postage | How marketing and accounting coordinate to prepare, deposit, and verify USPS bulk-mail postage checks so catalogs mail on time. | Never revised |
| Marketing Sales Catalog Specials | Catalog Specials: when catalog and flyer specials are valid and who is eligible to receive them. | 24 March 2015 |
| All Employees Cellular Phones and Smart Watches in the Office | Rules for use of company and personal cell phones, smart watches, and tablets at work including permitted uses, restrictions, passcodes, breaks, and exceptions. | 30 September 2023 |
| Sales Repair Reception Central Files Contact Log | How Sales, Repair, and Reception staff must record what happened during customer interactions in the Central Files contact log. | 17 June 2006 |
| Sales Logistics Charging for Shipping | How sales staff should charge customers for shipping, including Registered Mail insurance rates and watch winder fees. | 15 May 2019 |
| Buyers Check WCSA Database | Verify watches in the Watch Certification Services of America (WCSA) database before purchase to prevent buying replicas or watches with replaced movements and to protect the store and buyer commissions. | Never revised |
| Checking In and Invoicing Repairs | How to check in and invoice repair jobs, describing BusinessMind steps, item descriptions and estimates, tax handling, and pickup/authorization procedures. | 26 May 2022 |
| Buyers Checking Kennedy Half-Dollar & Eisenhower Dollar for Silver Content | How to identify which Kennedy Half-Dollars and Eisenhower Dollars contain 40% or 90% silver and how to separate and document them. | Never revised |
| Buyers Checks over $15,000 | When and how buyers must notify the Controller and CFO about checks over $15,000 to ensure available cash flow. | 13 October 2015 |
| Accounting Sales Buyers Checks, Replacing or Accepting Back | Rules for accepting back or replacing customer checks, explaining when buys can be undone, posting requirements, repurchase conditions after police hold, and stop-payment fees for lost or stolen checks. | 01 February 2014 |
| All Employees Children in the Store | Rules for employees bringing children to the store, explaining when and where they may be dropped off and required supervision to reduce security and insurance risk. | 13 August 2006 |
| All Employees Christmas Bonus | How Christmas bonuses are awarded based on a secret formula considering individual contribution and company performance. | 02 July 2008 |
| Marketing Christmas Cards | When and how to plan, design, produce, and mail the company's Christmas cards. | Never revised |
| All Employees Christmas Store Schedule | When and how store hours are adjusted during the weeks around Christmas, including remote office hours, scheduling responsibilities, and pay implications for closures. | Never revised |
| All Employees Clarity Enhanced Stones | How to buy, price, and represent Clarity Enhanced Stones to ensure fair value and profitability. | 07 August 2006 |
| Repair Sales Cleaning & Polishing Jewelry | How to clean, polish and inspect customers' jewelry safely, including identifying sensitive gemstones, using jeweler equipment, and following safety precautions. | 03 March 2015 |
| All Employees Cleaning & Stress | Guidelines requiring staff to keep work areas clean, organized and free of distractions to reduce stress and improve efficiency. | 08 August 2006 |
| All Employees Cleaning Bathrooms | How to clean and maintain company bathrooms so they remain spotless, well-supplied, and present a professional image. | 08 August 2006 |
| All Employees Cleaning Outside | Cleaning Outside explains what outdoor areas must be cleaned, how to clean them, and when (first thing each morning). | 08 August 2006 |
| All Employees Cleaning Stations | Daily and weekly cleaning responsibilities and assigned cleaning stations for employees. | 04 December 2021 |
| Buyers Cleaning the Buy Offices | How estate buyers must clean and maintain satellite buy offices daily and before handing them over, and how to report unkempt offices. | 12 December 2013 |
| All Employees Closing Duties Assigned: Old Town | What nightly closing tasks must be completed at the Old Town location and who is responsible for ensuring they are done. | 04 August 2012 |
| All Employees Closing Early Before Holidays | When the store may close early or be closed around major holidays. | Never revised |
| Sales Closing Evaluation Lists | How sales staff must record customer interactions, calculate closing percentages, and submit weekly closing evaluation lists to the Sales Manager. | Never revised |
| Buyers Coin Sleeves | How and when to use double-pocket plastic sleeves to protect mint-condition coins, small gold bars, and other valuables during buying, testing, and storage. | Never revised |
| All Employees Come In or Not | When and how employees should enter the building based on red security lights and who is responsible for disarming and locking the doors. | 11 March 2017 |
| All Employees Commendations | How to acknowledge coworkers' good work and submit commendations so HR can record them. | 29 April 2021 |
| Sales Buyers Commission Overtime Exemption | Explains when and how commission earnings determine overtime exemption for sales and estate buyers. | 12 May 2018 |
| All Employees Commission Paid to Non-Sales Personnel | How non-sales personnel earn commissions and how split sales are defined and handled. | 15 May 2021 |
| Buyers Accounting Commission Paid to Part-Time Buyers | How part-time buyers are compensated with a 4.25% profit-based commission when they close buys. | Never revised |
| Buyers Accounting Commissions to Estate Buyers | How Estate Buyers are paid commissions on purchases, detailing the step-by-step process, payment timing, splitting rules, and eligibility. | 10 April 2021 |
| All Employees Company Parties | Rules for Company Parties including alcohol provision and limits, drink tickets, transportation, prizes, guest allowances, and age restrictions. | 03 July 2025 |
| All Employees Company Statistics | Company Statistics states that company financial figures are shared internally among staff but must not be disclosed outside the company. | 31 August 2006 |
| All Employees Competing Watch Prices | How salespeople should verify competing watch prices and availability before matching them. | Never revised |
| Sales Competition | How to evaluate competing jewelry stores to learn their selling techniques and gather diamond grading information. | 11 August 2006 |
| Accounting Sales Complete Business Records | How to ensure complete and accurate business records for sales, deposits, checks, and petty cash. | 10 April 2010 |
| All Employees Complete Job Ticket on Every Repair | Which repairs require a job ticket and how staff must record, process, and enforce job slips for repairs and related work. | Never revised |
| All Employees Computer Data, Home Address & Couples | Which address to use for customer mail, why home addresses are preferred, and how to manage computer files and mailings for couples. | 21 January 2009 |
| All Employees Computer Password Policy | Requirements for employees to change passwords every 90 days, password rules, and reset and lockout procedures. | Never revised |
| Sales Computer Update Checklist | What information to verify and update in customer files to maintain accurate records for sales. | 25 October 2008 |
| All Employees Computers, E-Mail & Spam | Guidelines for acceptable use of company computers and email, covering spam rules, security, passwords, personal use, monitoring, and subscriptions. | 09 December 2014 |
| All Employees Computers, Where We Save Things | Guidance on where employees should save work files, what belongs on the U drive versus the K/M drives, naming/year conventions, and that saved files are company property. | 26 January 2024 |
| All Employees Confidentiality | What employees must keep confidential about customers and company operations and how to respond to inquiries. | 27 October 2018 |
| HR CONFIDENTIALITY AND PROPRIETARY INFORMATION AGREEMENT | Employee obligations to protect and not disclose the Company's proprietary and confidential information during and after employment. | Never revised |
| Marketing Confirming Advertising Deals | How to confirm advertising deals by documenting every meeting, recapping agreements via email, and obtaining advertiser acknowledgment. | 23 July 2016 |
| Inventory Consignment Diamonds | When and how consigned diamonds should be certified and how certification costs affect consignor pricing. | 06 August 2006 |
| All Employees Consignment Profits | Explains that when consignments are priced low enough to guarantee an immediate profit, staff must purchase them immediately to secure the built-in profit and avoid losses. | 06 August 2006 |
| Sales Buyers Inventory Accounting Consignments | How consignments are handled, documented, and processed including pricing, testing, commissions, and options for unsold items. | 10 August 2012 |
| Inventory Accounting Sales Consignments & Memos: Proper Routing | How Consignments & Memos must be routed, handled, sold, and paid, specifying Inventory and Accounting procedures and the 10-day payment waiting period. | 06 August 2015 |
| All Employees Contact Keys | How to use contact keys in Business Mind to categorize customers and control newsletters and email communications. | 21 November 2009 |
| Sales Contact Source for Tracking New Names | How to record and use a customer's Contact Source so all future sales, refunds, and repairs are attributed to the original marketing source. | 20 February 2025 |
| Buyers Contacting Customers by Letter or Email | How estate buyers should contact customers by letter, email, or phone to provide personal, relevant communication, including definitions of valid contacts and penalties for sending form emails. | 18 June 2022 |
| All Employees Contrators & Repair People | How employees must verify, supervise, and control contractors and repair people working in the store. | Never revised |
| All Employees Correct Spelling of Names | Correct Spelling of Names explains why names must be spelled correctly to ensure accurate records, effective communication, and a professional impression. | 17 June 2006 |
| All Employees Corrections, How to Accept | How to accept corrections by choosing constructive responses instead of defensive reactions. | Never revised |
| All Employees Cost Code Defined | How to encode cost amounts using a letter substitution code to conceal costs on invoices, price tags, and in-store communications. | 14 August 2006 |
| Buyers Cost of Shipping on Invoices | How to record shipping charges on invoices, specifying customer shipping should not be included on the invoice (use EXE) while vendor shipping must be included in the item's cost. | 05 October 1998 |
| Sales Accounting Buyers Counting Cash | How to ensure cash is counted in front of the customer for large-volume cash sales and pawn redeems so discrepancies cannot be claimed later. | 06 September 2008 |
| Sales Accounting Credit Applications | How to complete credit applications correctly so the company gets paid and sales commissions aren't forfeited. | 20 April 2011 |
| Sales Repair Accounting Credit Card Chargebacks | How to route and handle credit card chargeback notices, who to notify, required documentation, and response time expectations. | 11 November 1996 |
| Sales Repair Accounting Credit Card Chip Must Read | Why the company will require EMV chip verification for credit card transactions to reduce fraud. | Never revised |
| All Employees Credit Card Deposits on Special Orders | When and how to charge and credit customer credit cards for special orders. | 14 August 2006 |
| Sales Accounting Credit Card Fraud Scams | How to recognize and avoid credit card fraud scams when accepting customer payments. | 23 December 2019 |
| Sales Accounting Repair Credit Card Procedures – Amex | How to accept American Express payments in-person and by phone, including authorization steps, handling card-not-present orders, and reducing fraud and chargeback risk. | 22 October 2024 |
| Sales Accounting Credit Card Procedures – Visa/Mastercard | How to process Visa/Mastercard transactions including authorization responses, handling declines, unsigned cards, and limitations on manual or phone orders. | 17 October 2024 |
| Sales Accounting Credit Card, Changing the Sale from One to Another | How to transfer a sale from one credit card to another, the required order of actions, and the fees involved. | Never revised |
| All Employees CSW (Completed Staff Work) | How employees should prepare and submit Completed Staff Work (CSW) that presents a complete solution for supervisors to approve. | 17 September 2014 |
| All Employees Custom Work Defined | Defines what constitutes custom work and explains how parts and labor income are allocated between sales and repair departments. | 08 August 2006 |
| Repair Custom Work, No Returns | How custom jewelry orders are processed and why completed custom work is not returnable. | 08 August 2006 |
| All Employees Customer Commendations and Complaints | How customer commendations and complaints about employees or departments are recorded and routed to personnel files. | Never revised |
| All Employees Customer Events – How to Handle | How to collect and use customer birthdays and anniversaries to increase sales and strengthen customer relationships. | 17 June 2006 |
| All Employees Customer Files – Senior Datum | Use of the Customer Data Base to promote to customers and prohibition against entering non-customer files that interfere with that purpose. | Never revised |
| Sales Accounting Customer Must Be in the Store to Finance | Policy requiring customers to be physically present in the store with verified San Diego County ID to obtain financing. | 19 August 2021 |
| Sales Marketing Accounting Customer Referral Program | How Administrative employees, Estate Buyers, and Sales Associates earn store credit for referring new retail or estate-buy customers by meeting profit thresholds and following the referral procedures. | 30 August 2024 |
| All Employees Customer Utilization | How to manage and reassign customer accounts to ensure active follow-up and protect the company's marketing investment. | 14 June 2006 |
| Sales Reception Customer’s First Impression | How staff should greet and treat customers immediately and respectfully, regardless of their appearance. | 21 December 2019 |
| Sales Reception Customers at the Door before Opening | How staff should handle customers who arrive before opening, including asking their purpose, admitting them if setup or meetings are finished, directing sellers to the buy office, and retrieving waiting customers when opening. | 07 June 2024 |
| Sales Customers Cohabiting | How to maintain separate customer files and newsletter preferences for cohabiting customers. | Never revised |
| All Employees Customers, Removing from Email List | How to stop customers from receiving eblast emails by setting their email preferences in BM and notifying IT when permanently removing addresses. | Never revised |
| Sales Repair Customers’ Email Addresses | How to record customers' email addresses for e-blasts and which placeholder addresses to use when a customer has none or declines to provide one. | Never revised |
| Sales Daily Case Counts | Daily requirements for counting merchandise and loose diamond inventory, reconciliation procedures, and actions when counts do not match. | Never revised |
| Sales Buyers Dead File | When and how to change customer mailing statuses (Dead File, Mailings Three, Requested Off) to keep the mailing list effective and conserve resources. | 31 July 2004 |
| Sales Dealer Memo’s | How dealer memos are documented and processed, including the mandatory form and steps for handling memoed jewelry or watches. | Never revised |
| All Employees Dealers & Promotions | Which promotions and newsletters may be sent to dealers and how to prevent accidentally sending newsletters to suppliers. | 08 August 2006 |
| All Employees Deposit is Required to Memo in Merchandise | When and why salespeople must collect a non-refundable deposit before memoing merchandise, including suggested amounts and required documentation. | 06 August 2006 |
| All Employees Developed Traffic (dev-t) | Defines "Developed Traffic (dev-t)", explains why it wastes time, lists many examples of unnecessary work to avoid, and provides procedures for preventing and reporting it. | 24 April 2021 |
| Repair Dial Swaps | How and when to perform dial swaps on watches, including required servicing, the step-by-step swap action, and the need to inform customers. | 08 August 2006 |
| Sales Repair Dials and Bezels, Sale of | When and how customers are charged if they keep their original watch dials or bezels instead of exchanging them. | 30 July 2008 |
| Marketing Accounting Diamond Box | How and why employees must verify loose diamond prices against the current Rapp sheet before showing stones to customers. | 13 August 2006 |
| Buyers Diamond Color Master Set | How to maintain and expand the company's GIA diamond color master set, including selection, submission procedures, grading criteria, fees, and shipping requirements. | Never revised |
| Buyers Diamond Depths | Which diamond depths to order to maximize perceived size—prefer 60–60.5% depths. | 02 January 2007 |
| Buyers Diamond Language | How to read the order of depth %, table %, clarity and color on diamond certificates. | 06 August 2006 |
| All Employees Diamond Measurements to be on Stone Paper | What measurements must be recorded on stone paper for loose diamonds and how to calculate depth percentage. | 06 August 2006 |
| Inventory Diamonds to be GIA Certified | Which diamonds should be sent to GIA for certification, the quality thresholds by carat, and when to consult the COO or rush certification. | Never revised |
| Inventory Sales Diamonds, Handling of | How to verify, control, and handle diamonds when showing, checking in, and returning them to prevent swapping and loss. | 28 May 2008 |
| All Employees Directions | How to give callers directions to the San Diego store from various areas and instructions for leaving the store to access I-5 north or south. | 28 May 2008 |
| Buyers Directions to Buy Offices | How to direct customers to each buy office from various originating areas. | 30 August 2023 |
| Sales Disclose Rhodium Plating | Inform customers that white gold jewelry is rhodium plated, that the plating will wear off over time, and that it can be reapplied. | Never revised |
| Sales Discounting to Customers | How and when sales staff should offer discounts to customers to protect margins and negotiation leverage. | Never revised |
| Marketing Discounts and Sale Prices Must be Approved | Specifies that any discounts or sale prices proposed by Marketing must be approved by the COO before being publicized. | Never revised |
| All Employees Discounts on Watches | When to report watch discounts exceeding 25% to the Sales Director and Inventory so they can verify, track competition and notify the vendor. | 06 August 2006 |
| All Employees Display Boxes | Instructions for staff on preparing and handling display boxes and tags. | 13 August 2006 |
| Inventory Display Cases | How to label display cases with specials and discounted items to advertise and increase sales. | Never revised |
| Sales Display Cases, Cleaning Glass | How often display case glass should be cleaned and who is responsible for cleaning it. | Never revised |
| Buyers Display Items and Merchandise in Remote Offices | How buyers must secure and store display items and merchandise in remote offices each night to reduce theft risk. | 24 March 2012 |
| All Employees Displaying Merchandise | How to present and maintain watches and jewelry displays to attract customers and maximize sales. | 09 May 2006 |
| All Employees Displaying Strap Watches | How to position straps on new watches to keep them looking new and prevent creases and enlarged holes. | 05 January 2007 |
| All Employees Do It Now | How to apply the "Do It Now" principles: act immediately, record tasks, complete them correctly, anticipate future issues, and take personal responsibility. | 05 August 2008 |
| Repair Sales Do Not Send Repairs to Buy Offices to be Delivered | Why repairs should not be sent to buy offices for customer pickup and how exceptions are handled. | 25 June 2021 |
| Sales Do Not Send Sales to Buy Offices to be Delivered | Explains why sales should not be sent to buy offices for customer pickup and when an exception may be made. | Never revised |
| Accounting Documenting Expenses | What documentation is required to support deductible business expenses. | 14 August 2006 |
| All Employees Don’t Click on Links | Don’t Click on Links warns employees not to click email links to prevent phishing and malware infections. | Never revised |
| All Employees Don’t Mention Errands | Why employees must not tell customers or others that they're leaving the store carrying valuable merchandise. | Never revised |
| Sales Donated Gift Certificates | How to serve recipients of donated gift certificates and how using gift certificates as payment affects salesperson commissions. | 27 October 2010 |
| All Employees Donations to Charities | How the company handles requests for donations to charities, when exceptions are allowed, the approval process for exceptions, and recordkeeping requirements. | 06 May 2017 |
| All Employees Dones | Defines what constitutes a "done" and lists the criteria for when a sale or task is considered fully completed. | 30 August 2024 |
| All Employees Door Keys and Fobs | When and how employees receive, are responsible for, and must use door keys and electronic fobs. | 02 June 2009 |
| Marketing Inventory Eblast Items Must be Same Pricing | Specifies that items selected for marketing eblasts should all use the same pricing format (either Retail Price and Our Price or just Price) to avoid customer confusion. | Never revised |
| Marketing Email Blasts | Guidelines for using email blasts, covering timing, response expectations, formatting to avoid blacklisting, proofing, and IT lead time. | Never revised |
| All Employees Email, Use in the Office | How and when employees should check and use office email to communicate promptly, avoid unnecessary messages, and handle colleagues who ignore email. | Never revised |
| All Employees Emails Regarding Policy | How employees should use email regarding company policies. | 05 December 2008 |
| All Employees Employee Breaks | Employee Breaks explains what meal and rest break rules employees must follow, how to record meal periods, appropriate timing for breaks, and potential disciplinary consequences for violations. | 14 September 2024 |
| All Employees Employee Grievance Procedure | How employees can voice workplace complaints and how the company investigates and resolves them. | Never revised |
| All Employees Employee Layaways | How employees may purchase merchandise on layaway, including approval steps, deposit and payroll-deduction payment schedule, time limits, and restrictions. | Never revised |
| All Employees Employee of the Week, Month and Year | Criteria and procedures for selecting Employee of the Week, Month and Year, who may nominate, and what constitutes exceptional performance. | Never revised |
| All Employees Employee Parking | Which areas employees may and may not park during store hours to preserve customer parking and avoid citations. | 12 February 2010 |
| All Employees Employee Purchases of Estate Merchandise | Rules for employee purchases of estate merchandise, including potential adjusted-cost re-pricing and COO review and approval. | 27 February 2013 |
| All Employees Employee Purchases of Scrap Silver | How employees can view and purchase scrap silver, including when they may look, pricing, checkout steps, and penalties for violations. | Never revised |
| All Employees Employee Purchases, Consignments and Trade-ins | How employees may purchase, consign, or trade in merchandise and repairs, including discount rules, exclusions, calculation methods, approvals, and related appraisal and certificate restrictions. | 30 August 2024 |
| All Employees Employees Birthday Store Credit | Which employees receive a $50 store credit on their birthday and the eligibility requirement. | Never revised |
| Sales Repair Buyers Employees Create Social Media Posts | How employees should create and submit customer social media posts, who to contact, and the consent requirements for posting customer photos or videos. | 10 April 2024 |
| All Employees Employees Don’t Buy from Customers | Employees Don't Buy from Customers: prohibits employees from purchasing any items from store customers, defines who is considered a customer and what items are included, and requires employees to obtain approval for exceptions. | Never revised |
| All Employees Employees Hours | When employees must work, clock-in rules, and overtime approval requirements for store staff. | 20 May 2023 |
| All Employees Employees Leaving Must Pay Off Debts | Requires employees leaving the company to pay all outstanding debts (layaways, jewelry orders, draws, lunch tabs) before departure and describes collection options if wages do not cover the balance. | 22 May 2025 |
| All Employees Employees Record Lunch Periods | How non-exempt employees must record daily lunch periods and when to submit their weekly time cards. | Never revised |
| All Employees Employees Report Problems | How employees should report workplace problems — when to address coworkers directly, when to notify HR, and what to include in a written report. | 21 April 2021 |
| All Employees Employees Selling Personal Property | Tells employees to sell personal valuables through the company so they receive fair payment and to avoid suspicion of selling stolen merchandise. | Never revised |
| All Employees Employees, Leaving Early for Courses | Employees, Leaving Early for Courses: how employees may be approved to leave early for training, what documentation is required, and the consequences for noncompliance. | Never revised |
| All Employees Employees, Training and Corrections | How the company trains employees, applies corrections, and manages retraining and reassignment when performance or mistakes require it. | 11 March 2017 |
| All Employees Employees’ Anniversary Awards | What awards long-tenured employees receive, how they may choose store credit or cash, and the eligibility rules including part-time equivalent hours. | 21 September 2016 |
| HR Employment References | Who may give employment references and how to respond to reference requests to avoid legal risk. | 05 October 2023 |
| Inventory Entering Dealers and Suppliers | How Inventory should create and populate files for new dealers and suppliers and record representatives' contact information. | 06 August 2006 |
| All Employees Entering New Names into the Computer | How to enter and update customer contact records in the Business Mind computer system. | 20 March 2012 |
| All Employees Entering New Names Now | When to enter new customer names and send letters: the same day they are received. | 17 June 2006 |
| Accounting Errands to the Bank | How employees should conduct errands to the bank, emphasizing direct trips, varied timing, vigilance, and a maximum deposit limit. | 13 August 2006 |
| Buyers Inventory Sales Estate Buyer to Inventory Line | How estate buyers and the Wholesale Unit must offer and document purchased items to inventory and sales managers to maximize retail opportunities. | 28 July 2006 |
| Buyers Estate Buyer Training | How new estate buyers are trained, how training affects commission eligibility, and the conditions for retraining and commission payment. | 08 September 2012 |
| Buyers Estate Buyer Turnovers | How estate buyers should turn customers over to other buyers or managers to close purchases, improve service, and share commissions. | 01 November 2013 |
| Buyers Estate Buying, People Calling to Sell | How to handle calls from people wanting to sell estate items and how to route and record their information for buyers. | 15 February 2012 |
| Repair Sales Estimates At The Counter | How staff should obtain pre-approved estimates at the counter for repair jobs to speed the repair process and avoid calling customers. | Never revised |
| Repair Estimates for Repairs | When and how to record estimates for customer repairs. | 08 August 2006 |
| All Employees Exchange in Abundance | Guidance for employees on delivering customer service and work performance by giving more than expected to achieve professional and company success. | 05 November 2015 |
| Executive Executives of the Company | Executives of the Company — outlines responsibilities, confidentiality obligations, and expected conduct for company executives. | Never revised |
| All Employees Exempt Time Off | When and how exempt employees can take short absences without using PTO. | Never revised |
| Buyers Extended Warranties | When and how to record and verify salespersons' extended warranties so repairs are handled correctly. | 08 August 2006 |
| Marketing Sales Buyers Familiarity With Ads | How marketing ensures salespeople and estate buyers are informed about new advertisements and that the POS has the correct contact source. | 30 August 2024 |
| Marketing Features & Benefits | How to translate product features into customer-focused results that sell. | 24 January 2012 |
| Accounting Filing Sales Invoices | How completed sales invoices must be filed, stored, accessed, and protected. | 14 August 2006 |
| Sales First Purchase Check ID Intellicheck | When and how to verify first-time customers' IDs using Intellicheck for non-cash payments. | Never revised |
| Marketing First Purchases | When a customer's invoice should be marked as a first purchase and what counts or does not count (sales of merchandise only; deposits and repairs do not). | 07 August 2006 |
| HR Flexible Schedule Employees | Policies for Flexible Schedule Employees including hours, unpaid time off procedures and limits, sick leave, insurance eligibility, attendance, and bereavement leave. | 27 November 2021 |
| Marketing Follow up New Names | How to follow up with new mailing-list contacts to determine their interests and then deliver or sell accordingly. | 14 June 2006 |
| All Employees Food and Drink at the Office | Rules about where, when, and how employees may bring, store, and consume food and drink in the office to prevent odors, spills, and customer exposure. | 15 October 2024 |
| Buyers Forbidden Words | What words buyers should avoid using with customers and how to rephrase responses to sound knowledgeable and professional. | Never revised |
| IT Formal Policy to Maintain Privacy Policy | How to maintain and update the company's CCPA privacy policy, what content it must include, design and accessibility considerations, and recordkeeping and notice practices. | Never revised |
| Sales Buyers Marketing Forward All Customer Compliments to Marketing | Send all positive customer compliments to Marketing for use in promotional materials. | Never revised |
| All Employees Friends of the Company | Which people and organizations the company considers 'Friends of the Company' and instructions for staff to handle their communications promptly and with utmost care. | 11 August 2006 |
| All Employees GIA & AGS Diamonds | How to buy, grade, price and sell GIA and AGS certified and non-certified diamonds and how to handle certificates to ensure honest grading and pricing. | 06 August 2006 |
| Sales GIA Certificates | Which diamond certificates are accepted by the company and how non-GIA stones should be graded, priced, and documented. | Never revised |
| Sales Marketing Accounting Gift Cards | How to use gift cards to generate new business: who to send them to, expiration timing, combination rules, mailing procedures, and how gift cards affect commissions. | 08 May 2013 |
| Marketing Sales Gift Cards Cannot be Combined | Which gift cards cannot be combined and how marketing and sales staff must enforce that restriction. | 08 May 2013 |
| All Employees Gift Purchases | How to treat recipients of gift purchases as potential customers, capture their information, encourage future purchases, and pause mailings when gifts are surprises. | 17 June 2006 |
| All Employees Gifts & Tips to Employees | Policy on how employees must handle gifts, tips, and incentive merchandise from vendors and customers, including required reporting, approvals, and thresholds. | 20 June 2025 |
| All Employees Giveaways of Fixed Assets | Giveaways of Fixed Assets: how fixed assets are allocated, with owners given first choice and employees selected by drawing if owners decline. | Never revised |
| Sales Repair Giving Away Merchandise and Repairs | How salespeople should handle giving away merchandise or repairs, including how to record giveaways and their effect on sales and commissions. | 12 October 2023 |
| Marketing IT Giving Back Page | Ensuring charities that receive donations are added to the company's Giving Back webpage by Marketing and IT. | Never revised |
| All Employees GLOSSARY AID | Definitions of jewelry and watch industry terms and company-specific glossary entries used by Leo Hamel & Co. | Never revised |
| Buyers Sales Marketing Google Reviews | How staff should solicit Google reviews, track them, and the incentives and rules for posting to improve SEO. | 10 April 2021 |
| Buyers Greeting Customers in the Buy Offices | How to greet and make estate/buy customers comfortable in the buy offices by offering refreshments and hospitable treatment to increase cooperation when they sell items. | 07 April 2021 |
| Marketing IT H1 Tags on Home Page | How Marketing and IT should collaborate to ensure home page banners include SEO-friendly, user-friendly H1 tags that blend with design. | Never revised |
| Sales Accounting Half-Off Sales, Salespeople | Rules governing salesperson conduct, commissions, invitations, and procedures for Half-Off Sale events. | 04 June 2013 |
| Buyers Handling Buy Customers on the Phone | How to handle callers wanting to sell items and how to respond to common price and buying questions over the phone. | 17 January 2009 |
| All Employees Handling Buy Customers on the Phone | How to respond on the phone to customers trying to sell items and direct them to bring the items in for appraisal. | 17 January 2009 |
| All Employees Handling Phone Calls for Leo | How to screen and route calls for Leo — who to transfer callers to, what questions to ask, and when to take a complete message. | 19 September 2008 |
| HR Handling Reported Problems | How HR handles reported problems, including receiving reports, delegating repairs or procedure changes, following up, and escalating when necessary. | Never revised |
| All Employees Handling Sales Phone Calls | How to handle sales phone calls, including when to route calls, how to take messages, and the priority order for answering. | 14 February 2008 |
| Buyers Handling Sellers with Guns | How to refer sellers who bring guns, who may handle them, pricing guidance, and safety and storage procedures for gun sales. | 15 March 2013 |
| All Employees Hat Turnovers | Hat Turnovers explains how to notify staff and manage responsibilities when a new person takes over an existing hat. | 07 August 2006 |
| All Employees Hats, Hat Folders, Checklists and Raises | Explains what "hats" and hat folders are, how to use checklists to avoid errors, and that raises will be considered only for employees who maintain a proper hat folder. | Never revised |
| Repair Heads | Heads: responsibilities to ensure appropriate heads are kept in stock for regular, large, and unusual diamonds. | 08 August 2006 |
| All Employees Help Save Money | How employees can help save company money by reducing phone, materials, energy, purchasing, fax, and paper costs. | 28 February 2004 |
| Sales Reception Hey! That’s My Customer: Whose Customer Is It, Ups, Splits and Referrals | How the "Hey! That's My Customer" policy defines who owns customers and describes how reception routes customers, how "ups" are assigned, and how splits and referrals are handled. | 21 November 2017 |
| All Employees Home Address Goes on Computer | Why and how to record a customer's home address (rather than their work address) in the computer to ensure mail reaches them and newsletters continue. | 06 August 2006 |
| All Employees How to Determine if a Rolex President Bracelet is Original or a Copy | How to determine whether a Rolex President bracelet is original or a counterfeit by inspecting hallmarks, screws, stamps, end pieces, links, and flexibility. | 06 August 2006 |
| Buyers Accounting How to Get More Checks | When and how estate buyers should request more pre-signed checks from Accounting when their check supply is low. | 13 March 2013 |
| Sales Accounting How to Handle Sales Exchanges | How to assign sales credit and commissions when customers exchange previously purchased merchandise. | 21 May 2013 |
| All Employees How to Keep and Use Statistics | How to measure, graph, and improve departmental and personal performance using five conditions (Non-Existence, Danger, Emergency, Normal, Affluence) and their specific formulas. | 20 January 2017 |
| All Employees How to Post Google Reviews | Explains how customers can post Google reviews for Leo Hamel Fine Jewelers using a mobile device or via an emailed link. | 01 June 2018 |
| All Employees In Case of Customer Injury | What employees must do immediately when a customer is injured on premises, including care, documentation, evidence preservation, and notifying HR and legal. | Never revised |
| All Employees Insider Specials on Letters | How to include 1-3 "Insider Specials" items in outgoing letters to promote discounted or special-sale inventory and prompt sales. | 14 June 2006 |
| Sales Insurance Documentation for Items Sold | How to prepare and provide insurance documentation for items sold so customers can insure purchases, including form selection, filling, signing by a Graduate Gemologist when required, and how documents are saved. | Never revised |
| Sales Insurance Documentation vs. Appraisals | Explains that the store will provide insurance documentation instead of appraisals and what information that documentation must include. | 22 July 2008 |
| Buyers Intellicheck | How to verify customers with Intellicheck and OFAC to comply with anti-money laundering laws when completing estate purchases. | Never revised |
| SDGL Intended Uses of Appraisal | What intended uses require specific types of appraisal values, and where to refer customers for formal appraisals. | 15 July 2022 |
| All Employees Internet and Wi-fi Usage | Rules for employee use of the company Internet and Wi-Fi, including permitted activities, prohibited content, device whitelist requirements, monitoring, and disciplinary consequences. | 30 May 2023 |
| All Employees Internet Usage | Acceptable and prohibited uses of the Internet and social media by employees. | Never revised |
| HR Interviewing Procedures | How to conduct interviews to ensure fair, non-discriminatory hiring practices. | Never revised |
| All Employees Inventory Basics | How to manage inventory basics including buying, displaying, vendor relations, and inventory turnover to maximize profit. | 07 August 2006 |
| Sales Inventory Inventory Manager Only Can Change Costs | Who can change inventory costs and how to document cost/minimum/adjusted cost changes. | 26 August 2008 |
| Repair Executive Inventory Repairs | How Inventory and Repair coordinate to record repair costs, adjust Inventory's cost of goods sold weekly, and transfer funds so Repair can pay repair invoices. | Never revised |
| Inventory Inventory: A Broader View | Instructions for inventory personnel to regularly visit the Solana store and survey competitor retailers to prevent stock gaps and align inventory with market trends. | Never revised |
| Repair Invisible Set Jewelry | When and how invisible set jewelry should (and should not) be worked on, and where to send repairs. | Never revised |
| Sales Invoice Checklist | A daily checklist for verifying that invoices are accurate and complete. | 04 September 2012 |
| Sales Invoices and Missing Documentation | When and how sales staff must attach resale and interstate documentation to invoices so sales can be recorded as non-taxable. | Never revised |
| Sales Invoicing Giveaways | How to invoice Pandora bracelet giveaways and apply the $27 credit using service code 199 (A94 in Solana Beach). | Never revised |
| sales<br>accounting Invoicing Holiday Buy Offers | How to identify where customers heard holiday promotions, apply the correct discounts and ensure radio and TV stations receive proper credit when invoicing. | Never revised |
| IT IT Requests Must be Emailed | How to submit IT support requests: all requests must be emailed to help@leohamel.com so IT can prioritize work and verbal or direct requests will be ignored. | Never revised |
| IT IT, Software Patching Procedures | How the IT team identifies, prioritizes, tests, and deploys software patches to reduce risk and minimize operational impact. | Never revised |
| IT IT, Subscriptions and Services | How to set up and manage department subscriptions and account credentials to ensure operational continuity and security when employees leave or change roles. | Never revised |
| Inventory Itemized Invoices From Dealers | Requirement to obtain itemized invoices from dealers when adding merchandise to inventory. | Never revised |
| All Employees Jokes and Personal Email at Work | Rules for handling jokes and personal email at work, including prohibitions on forwarding jokes, restrictions on personal email access, and the company's monitoring rights. | Never revised |
| Sales Just Say No to Discounts | When and why to refuse customer discount requests to increase gross profit. | Never revised |
| All Employees Keep Notes When Ordering Merchandise | Keep Notes When Ordering Merchandise: what staff must record and why when ordering items from suppliers. | 06 August 2006 |
| Buyers Keeping Track of Supplies | How buyers must monitor and order supplies to keep buy offices stocked and avoid shortages. | 12 May 2018 |
| All Employees Kindness | How employees must treat coworkers with kindness and how to resolve interpersonal issues. | Never revised |
| All Employees Kitchen Phone | Which kitchen phone extensions to use in the Old Town store and the note that Solana has no kitchen phone. | 11 August 2006 |
| Sales Inventory Accounting Layaways | How Layaways are handled, including time limits, deposit requirements, item restrictions and monitoring procedures. | 15 April 2016 |
| Sales Inventory Layaways, How to Enter in BM | How to enter and manage layaway sales in Business Mind, including deposit requirements, time limits, inventory handling, payment processing, and final sale procedures. | 19 January 2010 |
| Repair Leaks | How to handle a customer complaint that a watch leaked, including steps to inspect, test, and determine responsibility. | 08 August 2006 |
| All Employees Leaves of Absence | Rules for when and how employees may take leaves of absence, including eligibility, approval, duration, pay and benefit treatment, and return-to-work expectations. | 07 June 2025 |
| Reception Leo Greets Customers | How to greet customers, notify Leo of visits, record "Leo Alerts" in BM, and prepare follow-up envelopes and sticky-note instructions. | Never revised |
| All Employees Letter Deadline | When letters must be completed and what counts as a completed letter for inclusion in weekly statistics. | 17 January 2009 |
| Sales Marketing Letter Stuffers | Requires that all outgoing customer mail include a promotional stuffer related to products or current promotions and a referral card to promote products and services. | 14 January 2009 |
| Sales Letters and Thank You Cards to Customers | When and how to mail letters and thank-you cards to customers, specifying same-day mailing requirements and Saturday exceptions. | 17 January 2009 |
| All Employees Letters Sent Out | How to ensure outgoing letters and packages present a professional image to customers and vendors. | 14 June 2006 |
| All Employees Letters/Emails and Form Letters/Emails | How and why to send personalized letters and emails to customers, including guidelines on stamps and handwriting and the penalty for using form letters. | 18 June 2022 |
| Inventory Links, Removal of | How removable watch links are handled: when to remove them, where to store them, and rules for pre-owned, memo/consignment, and new watches. | 06 September 2008 |
| Sales Repair Loaner Watches | How and when employees may provide customers with loaner watches and the required paperwork and inventory logging. | Never revised |
| Buyers Looking up Stolen or Counterfeit Watches in Watch CSA | How to look up stolen or counterfeit watches using the Watch CSA website. | Never revised |
| Sales HR Lunch Breaks for Salespeople | When and how salespeople should take legally required lunch breaks and how coverage will be arranged. | Never revised |
| All Employees Lunch Orders | How employee lunch orders are coordinated, paid for, and handled when incorrect, and the consequence for returning late from breaks. | 22 February 2023 |
| Buyers Inventory Magnet Use | How to use magnets to screen buys and trades of precious-metal items to prevent purchasing fakes. | Never revised |
| Marketing Mailing List, Keeping it Current | How to keep the mailing list current by using the post office NCOA process after each monthly newsletter. | Never revised |
| All Employees Mailings Three and Dead File | When and how to change customer contact keys to "Mailings Three" or "Mailings Off" and how to handle requested removals from the mailing list. | 22 January 2009 |
| All Employees Make Sure That the Safe is Locked | Who is responsible for locking the safe and securing exterior and interior doors when closing the store. | 11 August 2006 |
| HR Make-Up Time | How non-exempt employees can make up missed work hours instead of using PTO, including eligibility, limits, approval steps, and the required request form. | 20 July 2021 |
| Marketing Marketing Orders Printed Materials | How Marketing manages ordering and inventory of printed materials used for promotion and company needs. | 16 January 2025 |
| Sales Marketing Marketing, Endorsement Personalities Discounts | Which endorsing personalities and media owners receive discounts during advertising, what discounts they get, and how those sales and records are handled. | Never revised |
| Marketing MC/VISA Returns | When and how restocking fees may be applied to MC/Visa credit-card refunds to cover transaction and restocking costs. | 14 August 2006 |
| All Employees Medical Emergencies | How to respond to workplace medical emergencies, who to call, and guidelines on treatment, medication, waivers, and transportation. | Never revised |
| All Employees Merchandise Display | How to arrange and present merchandise including watches, engagement rings, diamond studs, necklaces and bracelets to attract attention and encourage sales. | 15 September 2023 |
| All Employees Merchandise in Comm Baskets | How to place and handle merchandise in comm baskets to prevent loss overnight and reduce interruptions. | 17 March 2004 |
| Sales Merchandise on Desks | When and how sales staff must handle and secure merchandise on desks to prevent items being left unattended. | 27 November 2010 |
| Buyers Repair Merchandise, Location and Routing | Where merchandise should be located, how items should be routed between locations, and the rules for handling inventory to protect and control stock. | 05 January 2007 |
| All Employees Message Center Boxes | How employees should use the Message Center boxes to route communications and pick up dispatches to avoid interruptions. | 15 March 2012 |
| Buyers Minimum Check Amount is $20 | Sets a $20 minimum check amount for estate buys to cover processing and recording costs. | Never revised |
| Accounting Minimum Cost for Capital Assets | Minimum Cost for Capital Assets: establishes the $2,500 capitalization threshold and procedures for recording, depreciating, and retaining records for capital assets. | 25 November 2015 |
| All Employees Moonlighting | When and under what conditions employees may take second jobs without creating conflicts of interest or affecting job performance. | 23 February 2019 |
| Repair Multiple Job Items | How to log and label multiple repair jobs from a single customer so each job is tracked and sent to the correct repair location. | 08 August 2006 |
| All Employees Music at Work | When and how employees may play music at work to avoid disrupting coworkers, phone/intercom communication, and customers. | 23 October 2014 |
| All Employees Names of Suppliers | When and why staff must not disclose supplier names or catalogue information to customers to prevent losing sales. | 16 March 2004 |
| All Employees Nametags | Requires customer-facing employees to wear nametags during store hours so customers can identify staff and remember who provided excellent service. | Never revised |
| Sales New Customer Rolex Sales | Restricts payment methods for new customers buying Rolex watches to wire transfer (unless verified San Diego residents) to prevent fraud from stolen cards and fake IDs. | Never revised |
| All Employees New Customers Calling In | How to handle incoming new-customer phone calls to capture contact information and route hot prospects to sales staff. | 22 September 2011 |
| Sales Repair New Names to the Mailing List | Defines what qualifies as a new name to add to the mailing list and explains how sales and repair staff should treat these customers to encourage future purchases. | 31 October 2015 |
| Sales New Names, Who Should be Added? | Which visitors should be added to the store's mailing list and why. | Never revised |
| Sales New Salesperson Pay Schedule | How new salespeople are paid during the 90-day introductory period and the base-plus-commission structure thereafter. | 26 January 2010 |
| Sales Marketing Newsletters to New Names | Instructions on when and how to send newsletters to new names so they receive their first newsletter promptly. | 05 January 2007 |
| Sales No Charge Repairs | When No Charge Repairs are allowed, how they must be invoiced, and how their costs are allocated. | 23 October 2007 |
| All Employees No Merchandise Left Out at Night | Requires that no merchandise be left out of the safe overnight and that high-value items and findings be secured to prevent loss. | 13 August 2006 |
| All Employees No One Behind the Counter Who Doesn’t Work Here | Prohibits non-employees from being behind the counters or in back offices and explains permitted exceptions and supervisory responsibilities. | 15 July 2022 |
| Accounting Sales Repair No Tapping of Credit Cards | Requires customers to sign on the terminal and prohibits tapping or swiping credit cards, requiring chip insertions instead. | 03 February 2024 |
| All Employees Not an Authorized Rolex Repair Center | How to explain to customers that the store is not an Authorized Rolex Service Center and what may be said about the watchmaker's qualifications. | 23 December 2016 |
| Buyers Odd Shaped or Uncertain Metals | When buyers encounter odd-shaped or unmarked metals, they must take items in for assay and not purchase them outright. | Never revised |
| All Employees Off Letter | How the company removes inactive customers from the mailing list by sending an Off Letter asking recipients to confirm interest and offering a $100 gift card to remain on the list. | Never revised |
| All Employees Off Premise Insurance | Insurance coverage limits and procedures for transporting merchandise off premises. | 13 August 2006 |
| All Employees Open Safes | When and why safes not in common areas must be locked to prevent theft. | 13 August 2006 |
| All Employees Opening and Closing Procedures | When and how employees must set up and close the showroom, including schedules, roles, exceptions, and expected conduct. | 21 September 2024 |
| All Employees Opening/Closing and Locked Doors | How to manage opening and closing of the showroom and locked doors to protect jewelry inventory and meet insurance requirements. | 19 January 2024 |
| All Employees Order of Importance of Activities | Explains that staff must prioritize helping in-store customers, phone customers, and assisting salespeople above all other tasks. | Never revised |
| Marketing Ordering Newsletters from Printers | How to order newsletters from printers to ensure accurate quantities and written verification. | 08 August 2006 |
| All Employees Ordering Supplies | How departments should manage and order supplies, listing typical items by department and limits on quantities and timing. | 03 July 2025 |
| All Employees Orders From Leo/Phone Calls | Explains that staff must follow orders from management immediately and instructs all non-bench staff to make event phone calls in the week before events, with disciplinary consequences for noncompliance. | Never revised |
| All Employees Orders, Verbal and Email from the Wrong Source | How employees should handle and escalate emails and verbal orders from the wrong source so official policy and the chain of command are followed. | Never revised |
| Buyers OT Buying Office Open on Mondays | Why and how the Old Town buying office will operate on Mondays, including hours, staffing, holidays, pricing assistance, storage, deliveries, and customer interactions. | 23 December 2017 |
| Buyers OT Safe, Keep it Locked | How to keep the Old Town buy office safes locked, when managers should open them, and end-of-day storage and verification procedures. | Never revised |
| All Employees Our Dress Code | Standards for employee dress and appearance at Leo Hamel Fine Jewelers, outlining acceptable attire for different roles and prohibited clothing and grooming. | 05 October 2024 |
| Repair Overdue Repairs | What to do with overdue repairs: timelines for taking possession, customer notification, selling or scrapping unclaimed items, and recordkeeping. | Never revised |
| All Employees Owners Have Dibs on Merchandise Purchases | Which owners have first priority to purchase merchandise and how ties are resolved. | Never revised |
| HR Paid Sick Leave | Paid Sick Leave policy explaining accrual, permitted uses, pay, carryover, and termination for part-time employees. | 17 January 2018 |
| All Employees Paid Time Off | How Paid Time Off (PTO) is accrued, requested, used, and paid for employees, including eligibility, accrual rates, make-up time, unpaid leave, blackout periods, and attendance bonuses. | 29 January 2025 |
| All Employees Passcodes Required for Smartphones & Tablets | Requires employees who access work email on personal smartphones or tablets to use passcodes and enable auto-wipe to protect company data. | Never revised |
| All Employees Pawn Detail Reports | How Pawn Detail Reports staff must check, submit, and correct pawn and buy slips promptly to prevent errors and citations. | 01 November 1998 |
| Buyers Pawn Policy | How the company handles pawn loans, including what pawns are, minimum amounts, interest rates, valuation, terms and renewals, payment methods, and procedures. | Never revised |
| Buyers Pawns Hat | How to complete, record, enter, store, renew, redeem and ring up pawn transactions and related recordkeeping. | Never revised |
| Sales Accounting Logistics Paypal Procedures | How to accept and process Paypal payments for in-store purchases and shipped orders, including Seller Protection and required shipping procedures. | Never revised |
| Accounting Payroll & PTO Changes Require Authorization | How payroll and PTO changes require authorization and the approval process (HR Director and CFO) to ensure corrections are correct and legal. | Never revised |
| Sales Penalty for Failure to Follow Policy | Penalties and consequences when employees fail to follow company policy, including temporary loss of commissioned status or pay reductions. | Never revised |
| All Employees Perfume, Cologne, and Aftershave | Policy prohibiting employees from wearing perfume, cologne, aftershave, or strongly scented products at work to prevent allergic reactions and customer discomfort. | 12 November 2011 |
| All Employees Personal Trash Cans | How staff must maintain and position personal trash cans to keep the store clean and prevent pests or loss. | 07 August 2006 |
| All Employees Personal Use of Postage Stamps and Shipping | Rules for employees on using company shipping and postage for personal items and how personal packages delivered to the store are handled. | 17 December 2014 |
| Reception Phone Calls from Outside Salespeople | How reception and other employees should route and handle calls from outside salespeople to prevent unwanted solicitations. | 23 November 2010 |
| All Employees Phone Calls to Collect Special Events Dates | How employees should call customers to collect birthday and anniversary dates to drive shop visits and sales. | 19 August 2011 |
| All Employees Phone Calls While Helping Customers | When and how employees should handle phone calls while assisting customers to avoid interrupting in-store customers. | 05 June 2013 |
| All Employees Phone Inquiries | How to respond to phone inquiries to persuade customers to visit the store. | 06 August 2006 |
| All Employees Phone Messages for All Employees | When and how employees must take and email phone messages and what information to record. | 12 May 2018 |
| Buyers Photographing Buys | How buyers must photograph estate purchases, what images are required for identification, and how to upload those photos. | 06 January 2024 |
| sales<br>inventory Placing Orders | Defines who may place orders and how Inventory handles special, memo, and consignment merchandise from order request to receipt and commission policy. | Never revised |
| All Employees Police and Others with Guns | How staff should verify the identity of police, Brinks, or other armed individuals before trusting them inside the store. | 13 August 2006 |
| Buyers Police Officers or Pawn Inspectors | What staff should do when police officers or pawn inspectors inquire about buys and who to direct them to. | Never revised |
| Buyers Inventory Sales Police Report on Trade-Ins & Consignments | When and how to report trade-ins and consignments to the police, who must complete the paperwork, and the refund exception. | 07 August 2006 |
| All Employees Policy Checkouts | How HR must test employees and supervisors to ensure they understand and can apply new or revised company policies. | 09 June 2010 |
| All Employees Policy Revisions | How policy revision dates are shown and what those dates indicate. | 29 April 2017 |
| All Employees Policy, What is It? | Explains what company policy is, who creates and updates it, employees' responsibilities to know and apply policies, and how to report or suggest changes. | 21 June 2022 |
| All Employees Preowned Watches | All preowned watches must be inspected and approved by the company's watchmaker before being placed in the sales case to prevent returns and liability. | 06 August 2006 |
| Buyers Preparing Buys for Transport | How Estate Buyers must prepare and secure buys for transport to Old Town to ensure security. | Never revised |
| Inventory Pricing | How Inventory controls pricing to maintain profit margins, when exceptions are allowed, and the process salespeople must follow. | 28 July 2006 |
| Inventory Pricing Code | Requirement that staff learn and know pricing code costs before completing basic hatting. | Never revised |
| Buyers Pricing Custom Jobs | How Repair prices custom jobs, required profit margins, and how estimates and customer communication should be handled. | 08 August 2006 |
| Sales Inventory Pricing of Items Memo’d in For Specific Customer | How pricing, minimums, and commission are handled for items memo'd in for a specific customer. | 14 August 2006 |
| Inventory Pricing of Jewelry and Watches | How to set prices for new and estate jewelry and watches based on standard markups, the item's "look", and expected time to sell. | Never revised |
| Inventory Sales Pricing of Vintage, Antique and Preowned Inventory Items | How vintage, antique, and pre-owned items are evaluated and why they require a second review before being placed in the case. | Never revised |
| Sales Repair Buyers Problem Customers | How to handle problem customers, including when to fix issues, offer remedies, escalate to management, or ban repeat unreasonable customers. | Never revised |
| Sales Accounting Procedure for Diner’s Club Charges | How to accept Diner’s Club cards, including the merchant number, authorization phone, and discount rate. | 07 April 2000 |
| Marketing Accounting Proper Handling of the Cash Box | How to properly handle, record, secure, and deposit cash in the cash box until banked. | 26 May 2006 |
| Sales Marketing Prospects | How to identify, record, and market to prospective customers, including Contact Key settings and when to count them as a New Name to Central Files. | 30 July 2011 |
| HR PTO on Saturdays | How many employees can take PTO on Saturdays and weekdays, including departmental limits, exceptions, and booking rules. | 13 September 2022 |
| All Employees PTO, Asking for More Time Than Accrued | Explains that employees may only take PTO they have accrued, how requests for extra time are handled, and consequences for misuse. | Never revised |
| All Employees PTO, CSW for Time Off | How employees request and obtain approval for paid time off using a CSW form, including required timing, coverage, make-up time, and consequences for disapproved or late returns. | 13 September 2022 |
| All Employees Purchase Orders Required | How and when employees must obtain approved purchase orders and CSWs before making company purchases. | 03 July 2025 |
| All Employees Purchases of Supplies With Cash | When and how employees must document cash purchases of supplies and use petty cash, including required receipts and consequences for noncompliance. | 14 August 2006 |
| Reception Purpose of the Receptionist | Duties, responsibilities, and reporting structure for the Receptionist, including how to route customers and calls and manage the sales floor. | 20 June 2020 |
| Inventory Putting Loose Diamonds Into Inventory | Instructions on how and when to record and store loose diamonds in inventory to prevent loss. | 06 August 2006 |
| Buyers Sales Marketing Repair SDGL QR Code Cards | How and when staff should use QR code business cards to encourage customers to leave Yelp or Google reviews. | Never revised |
| Buyers Qualifying a Trade Customer | How to qualify a buy customer and determine when and how to refer them to the sales floor for a potential trade. | Never revised |
| Repair Quality | Defines what quality means and explains why maintaining a high degree of excellence is important to exceed customer expectations and drive expansion. | 08 August 2006 |
| All Employees Quartz Watches | How and when to set the time and date on quartz watches for stock and customer repairs to ensure proper operation and sales confidence. | 13 August 2006 |
| All Employees Quoting Prices over the Phone | Why staff must not quote prices over the phone and what to say to callers. | 16 June 2006 |
| Marketing Radio Ads | When radio ads run, staff must check that our spots air at proper volume and keep a log of verifications. | 08 August 2006 |
| All Employees Reading Price Tags | How to verify and read price tags to ensure correct pricing before quoting customers. | 06 August 2006 |
| All Employees Receiving Packages | How to receive and sign for incoming packages, what to inspect, who to notify if issues arise, and how to secure deliveries. | 11 October 2024 |
| Reception Receptionist, Opening and Closing Duties | Step-by-step duties for the receptionist to open, run, and close the showroom, covering voicemail, email, equipment, customer handling, and daily tasks. | 09 August 2025 |
| Sales Reception Receptionist, Routing the Customer | How a receptionist routes customers to sales or repair staff, updates customer records, and handles different customer scenarios and sign-in procedures. | 26 June 2020 |
| Sales Repair Red Flags to Watch for in the Showroom | How to identify potential fraudulent showroom purchases and what steps to take when red flags appear. | Never revised |
| All Employees Referral Cards | When to include referral cards in outgoing letters. | Never revised |
| Sales Buyers Accounting Referrals from Buyers | How Estate Buyers should refer wholesale customers to salespeople and how Reception assigns incoming customers. | Never revised |
| All Employees Referred by Section on Computer | Referred by Section on Computer: requires Sales Managers to ensure accurate entry of 'referred by' or 'contact source' data in the computer so referral sources can be tracked and advertising optimized. | 30 August 2024 |
| Sales Repair Refinishes and Commissions | Which watch refinishes count as salesperson sales and how to obtain commission approval. | 15 August 2006 |
| Sales Refund Rules | Refund Rules: how and when customers can return merchandise and how refunds, exchanges, restocking fees, and routing of returned items are handled. | 24 March 2017 |
| Accounting Reimbursement of Mileage Expense | How the company reimburses mileage expenses, who is eligible, approved flat rates between locations, required mileage records, and submission procedures. | 08 January 2019 |
| Sales Repair Customer Closing | How salespeople should engage repair customers to attempt retail sales and accurately track repair closing percentages. | Never revised |
| Sales Repair Repair Flag for New Names | How to record a Repair Flag for new-name contacts so they remain attributed to Repair for reporting. | 30 August 2024 |
| All Employees Repair Invoices & Repair Slips | When and how repair slips and repair invoices must be issued and signed to confirm pickup and payment. | 08 August 2006 |
| Repair Repair Missing Jobs | How to find and recover misplaced repair jobs when a customer arrives to pick them up. | Never revised |
| Repair Sales Repair, Retraining for Errors | How repair intake errors are reported and how retraining for those errors is conducted for staff. | Never revised |
| Sales Repair Repairs Not Rung Out Properly | Policy outlining disciplinary actions when repairs are delivered to customers without being rung up properly. | Never revised |
| All Employees Repairs of Silver | States that the store does not perform repairs on silver jewelry and that any repairs for carried silver lines are handled by the factory. | Never revised |
| Buyers Sales Repair Repairs, Back Charges | Requires pre-owned items to go through Repairs before sale and describes charge-back consequences for violations. | Never revised |
| Repair Repairs, Due Date | How repairs are estimated, priced, scheduled, and handled including due dates, approvals, and rush procedures. | 29 July 2004 |
| Repair Repairs, Reporting Costs | Repairs, Reporting Costs explains that staff must note repair costs on receipts and write invoice numbers on repair envelopes so the repair department can verify income and profit. | 14 August 2006 |
| Inventory Buyers Repair Repairs, Security of Internal Jobs | How to ensure merchandise transferred to Repair is counted or weighed to prevent loss. | Never revised |
| Repair Inventory Sales Repairs, Taking Downtown Procedure | How to prepare, transport, and track repairs taken to outside jewelers during downtown runs. | Never revised |
| Accounting Buyers Sales Reporting Cash of $10,000 or More | When and how to report cash payments of $10,000 or more using IRS Form 8300, including required customer information and penalties for noncompliance. | 05 June 1997 |
| Accounting Buyers Sales Resale and Interstate Sales Documentation | How to document resale and interstate sales to prove tax exemption and avoid sales tax liability. | 05 August 2017 |
| All Employees Response to Alarms | How to respond to after-hours alarms at the store, including who should be on the call list, how to assess alarm types, when to involve police, and follow-up actions. | 18 April 2019 |
| All Employees Responses to Letters Written | How staff should record, route, and respond to customer replies to written letters, including updating customer files, routing to sales or Qual, and responding within two days. | 22 April 2006 |
| All Employees Responsibility for the Completeness of the Invoice Rests With the Writer | Who is responsible for ensuring invoices are complete, correct, and that payment is collected and delivered to Div 3. | 14 August 2006 |
| Sales Restocking Fee | Restocking Fee: When and how restocking fees are charged for returned merchandise to recover costs for services such as ring sizing, adjustments, and refinishing. | 22 November 2006 |
| All Employees Returning Merchandise | How to return merchandise to vendors: the steps to follow, required documentation, and who to notify to ensure credits are applied. | 14 August 2006 |
| Sales Accounting Revised Commission Schedule | How the Revised Commission Schedule defines how commissions, stats, minimums, and special cases (payment fees, gift cards, repairs, specials, employment status) are calculated and applied. | 10 April 2021 |
| sales<br>repair Ring Sizing | When and how ring sizing and stone setting are charged or provided free, and who decides. | 14 February 2011 |
| All Employees Routing of Incoming Mail | How incoming mail and packages are received, logged, and routed to the correct department or person. | 20 June 2025 |
| Inventory Logistics Routing of Invoices | How store invoices must be routed daily through shipping, inventory and repair to the Director of Disbursements to prevent lost or late invoices. | 14 August 2006 |
| sales<br>accounting Rules for Accepting Checks | When and how to accept and guarantee customer checks, including required identification and steps if checks are declined or returned. | 15 December 2018 |
| Sales Marketing Rules for Half-Off Sales | Rules for Half-Off Sales specifying how and under what conditions items may be sold, returned, traded in, financed, altered, and combined with gift cards. | 25 July 2013 |
| Buyers Inventory Runs to Mystic Coin | How to stay safe when transporting coins and scrap metal to Mystic Coin, including steps to take if involved in a staged accident, followed, or robbed. | 18 September 2024 |
| All Employees RUSH! | How to mark items as rush and how rush repairs and inter-store customer calls should be handled. | 09 March 2000 |
| All Employees Safe Alarms | How to prevent false alarms on safes and the steps to take when alarm notifications occur. | 05 January 2007 |
| Buyers Safe Handling of Gold Testing Acids | How estate buyers should safely use and respond to accidents involving gold testing acids. | Never revised |
| All Employees Sales and Buying IS What We Do! | How employees should prioritize assisting customers and supporting salespeople and estate buyers so that sales and purchases remain the company's primary focus. | 15 February 2012 |
| Sales Sales Assistant Purpose | Defines the role and purpose of the Sales Assistant, how they support Sales Professionals, and their importance to the company's success. | Never revised |
| Sales Sales Assistant, What they do | How sales assistants support salespeople to help generate sales. | 18 November 2006 |
| Sales Sales Invoices Entered by Others | How salespeople must use a pricing form to document sale details when others enter invoices to ensure customers are charged correctly and commissions are preserved. | 23 March 2010 |
| Sales Sales Manager Splits | When and why sales managers take commission splits and how managers and salespeople should handle those situations to ensure proper training and joint responsibility. | 15 August 2006 |
| All Employees Sales Only Count When Costs Are Known | States that sales should only be recorded once all costs are known exactly, or treated as deposits if paid in advance. | 14 August 2006 |
| Sales Sales Outflow Targets Increase at Xmas | When and why salespeople must increase outflow (calls, emails, letters) in the ten weeks before Christmas to maximize store and personal sales. | Never revised |
| All Employees Sales Stats and Store Credit Returns | How store credit returns affect salesperson statistics and commissions and how new sales are assigned. | 15 August 2006 |
| All Employees Sales Tax | How sales tax is collected and handled, what sales are taxable, and how uncollected tax affects commissions. | 07 October 2010 |
| All Employees Sales Tax & Trade-Ins | Sales Tax & Trade-Ins explains that sales tax must be calculated on the full purchase price of the new item even when a trade-in is used. | 14 August 2006 |
| Sales Sales to Mexican Citizens and Sales Tax | How to handle sales to Mexican citizens and when sales tax must be charged or refunded through an export process. | 14 August 2006 |
| Sales Sales, Do Not Answer Phones before 11:00AM | When and why salespeople should avoid answering the backline phone before 11:00am to preserve uninterrupted sales time. | 22 March 2023 |
| Sales Accounting Sales, Invoice is Written for the Person Who is Paying | Specifies that invoices must be made out to the person who pays for the merchandise when payment is not cash, lists acceptable payment methods, gives examples, requires payer contact information, and notes 8300 filing for cash transactions over $10,000. | Never revised |
| Sales Buyers Sales, Taking Customers to the Buy Side | How sales staff should escort customers to the buy office when they have items to sell and the procedures to follow while buyers are assisting customers. | Never revised |
| Sales Salespeople’s Disputes With the “Hey! That’s My Customer” Policy | How to resolve salesperson disputes over customer ownership under the "Hey! That's My Customer" policy. | Never revised |
| Buyers Sandbagging | Explains the Sandbagging policy: sales and production must be recorded in the week they occur and sandbagging is prohibited, may forfeit commission, and can lead to dismissal. | Never revised |
| All Employees Saturday Meeting | When Saturday morning meetings are held, how they are run, what employees should share during reports, and attendance expectations. | 31 July 2021 |
| Marketing Save Copies of Promo | How to retain and organize copies of promotional materials by saving 10 copies for two years and then keeping two permanently, filed by business and promotion type. | 27 January 2023 |
| Buyers Scanning Buy Checks | How estate buyers must scan, report, and verify buy checks daily, when to notify Accounting, and special Thursday submission requirements. | 24 June 2017 |
| All Employees Security – Locking Cases | Requires staff to keep jewelry cases locked whenever not in use to maintain insurance validity and prevent theft, and to position high-value diamonds forward in cases. | 01 November 1998 |
| All Employees Security Codes and Keys | How employees must handle security codes and keys, when they may be shared in emergencies, and procedures for verifying calls from the alarm company. | 30 June 2012 |
| All Employees Security Procedure | How employees should signal, respond to suspicious activity, and act during a potential or actual robbery at the San Diego store. | 10 December 2024 |
| Buyers Security Procedures for Buy Offices | Security procedures for buyers to protect staff, customers, and merchandise in buy offices. | 10 December 2024 |
| All Employees Security, Correctly Using Safe Dials | How to correctly operate safe dials to prevent misalignment and methods to open a safe when the combination goes out of sync. | Never revised |
| Buyers Selling Buy Customers Their Items Back | How the company handles requests from buy customers to repurchase items, including the 30-day hold, notification and processing, potential restocking fees, and acceptable payment methods. | 20 February 2016 |
| Sales Selling on eBay | How the company selects items to sell on eBay and the rules for pricing, payments and shipping. | 27 August 2011 |
| Buyers Selling to Dealers | How estate buyers should evaluate and research jewelry, silver, and unique items before selling them to dealers, and whom to consult. | 12 May 2012 |
| Buyers Logistics Sales Sending Coins to Mystic | Instructions to remove buy slips from coins/bars/scrap before sending them to Mystic to protect confidential pricing information. | Never revised |
| Repair Sending Watch Repairs to the Factory | How to send customer watches to manufacturer service centers and request accommodation or dealer discounts when appropriate. | Never revised |
| All Employees Senior Policy Make a profit | Explains that employees should prioritize actions that contribute to making a profit and follow company policies, notifying Division 5 (Qual) when policies are missing. | 26 January 2006 |
| All Employees Serial Numbers and Years of High End Watches | How to record serial numbers and determine the production year for high-end watches. | Never revised |
| All Employees Setting Up | How to arrange and display jewelry and watches to attract attention and increase sales. | 13 August 2006 |
| Buyers Share Info About Fakes | How estate buyers should document and share information about suspected counterfeit items to warn other buyers. | Never revised |
| Sales Logistics Shipping eBay or Etsy Sales | How the company ships eBay and Etsy sales under $200, including allowed USPS services, signature and PayPal protection requirements, and insurance options. | 30 July 2015 |
| Repair Logistics Shipping Repairs to Vendors | States that each repair sent to an external vendor must be mailed separately and not combined in one package. | Never revised |
| Sales Logistics Shipping Schedule | When and how to prepare and submit packages for same-day shipping. | 15 April 2011 |
| Logistics Shipping Security | How shipping and receiving procedures, inspection, logging, packaging, and additional security measures are used to secure incoming and outgoing jewelry shipments and prevent loss. | 28 December 2024 |
| Sales Repair Logistics Shipping to Customers | How to ship merchandise and repairs to customers, specifying approved carriers and requirements based on item value, payment method, verification, alternatives, tracking, and disciplinary consequences. | 20 April 2024 |
| Repair Sales Shipping Watches to Customers | How to check and prepare watches for shipment to customers, including verifying functions, setting local date and time, winding, and securing the crown. | 16 August 2008 |
| Sales Repair Show and Sell | How sales, sales assistants and repair staff should proactively approach and engage every person in the store to generate sales and capture customer information. | 05 November 2015 |
| Buyers Inventory Sales Show Buys to Retail | When and how wholesale purchases and silver/antique items must be shown to Retail and reviewed before selling to dealers, including required reviewers and timing. | 10 May 2017 |
| All Employees Show One Item at a Time and Locking Cases | How to show only one or two jewelry items at a time and keep cases locked to prevent theft and protect sales. | 17 October 2024 |
| Buyers Silver Scrap Pricing Tutorial | How to calculate scrap and employee prices for sterling silver jewelry | 22 March 2016 |
| Buyers Solana Beach Buy Office Only- Mailing Buy Slips | When mailing buy slips from the Solana Beach buy office, always send both the white and yellow copies to the Solana Beach police department. | Never revised |
| Sales Special Events Gift Cards | How sales staff should collect customers' special event dates and use handwritten gift cards and follow-up calls to generate sales. | Never revised |
| Sales Inventory SPECIAL ORDER REQUEST | Form used to request placement of a special merchandise order, recording customer information, item SKUs, deposit requirement, shipping method, and inventory routing. | Never revised |
| All Employees Special Orders Are Paid In Full | That customers must pay in full before special orders are placed to ensure pick-up and avoid company expense. | 14 August 2006 |
| Sales Accounting Inventory Spiff Program | How the Spiff Program pays extra commission for selling old stock, including eligibility rules, exceptions, and commission percentages. | 15 May 2021 |
| Accounting Spotting Counterfeit Bills | How to detect counterfeit $100 bills and what to do when one is received. | 15 July 2022 |
| All Employees Stamps: Large, Bright, Unusual | Which stamps to use for customer mailings and why: use the largest, brightest, unusual stamps (religious-themed at Christmas and Easter) and prefer first-class mail whenever possible. | 20 November 2010 |
| All Employees Starting your own Business | Rules and conditions for employees who wish to start or run their own business while employed at Leo Hamel Fine Jewelers. | Never revised |
| Sales Accounting Statting Sales Under 10% Profit | How sales under 10% profit are recorded in GI and GP statistics and how low-profit and Mystic Coin wholesale sales are treated. | 31 March 2016 |
| Accounting Status of Merchandise Over Night | Requires that jewelry and watches not be left out overnight and explains repair staff responsibilities and insurance coverage. | 13 August 2006 |
| All Employees Store Credit/Refund Slips | How to process refunds and store credits, including how to enter them in the system, how to record payments, and rules for issuing refunds. | 14 August 2006 |
| All Employees Store Thermostat | How to set and manage the store thermostat and what staff should do if the temperature is uncomfortable. | 13 August 2006 |
| Inventory Supplier Names | What supplier and representative contact information to collect, why it's needed, and that the Inventory Manager is responsible for entering and maintaining it. | 08 May 2008 |
| Sales Accounting Marketing Surveys Required on All Sales | When and how salespeople must collect and record customer demographic surveys for all sales to track advertising sources and protect commissions. | 30 August 2024 |
| Buyers Take-in Procedure | How buyers should handle take-in of items for evaluation, documentation, photography, customer follow-up, and tracking whether the customer leaves the item or not. | 09 July 2011 |
| Sales Accounting Taking Credit Cards over the Phone | How to take credit card payments over the phone, specifying which cards are allowed and the verification and shipping steps required to avoid chargebacks. | 06 July 2024 |
| Repair Taking in and Delivery of Repairs to Customers | How to accept items for repair and when and how to use branded packaging when returning repaired jewelry and watches. | Never revised |
| Repair Sales Taking in Repairs | How to take in jewelry and watch repairs accurately, document condition and insurance value, and ensure correct authorization and retraining when needed. | 13 June 2024 |
| Inventory Taking Merchandise | When merchandise leaves the store, what information must be recorded on a handwritten invoice and who must authorize it. | 06 August 2006 |
| sales<br>inventory Taking Merchandise from Vendors | Prohibits staff from taking items directly from vendors and requires all vendor merchandise to be entered into inventory with an invoice. | Never revised |
| All Employees Taking Messages for Salespeople | How reception should take messages for salespeople to avoid interrupting sales staff while ensuring customers receive complete, timely responses. | 25 February 2022 |
| All Employees Talk Radio at Work | Explains why employees should not listen to talk radio at work and permits primarily music stations instead. | 11 August 2006 |
| Buyers Talking to the Police | How buyers should handle communications with law enforcement, including requiring CEO/CFO/COO presence and limiting statements to facts. | Never revised |
| All Employees Tardiness and Absenteeism | Attendance expectations, definitions, reporting rules, disciplinary steps, and rehire rules related to employee tardiness and absenteeism. | 13 August 2021 |
| sales<br>repair Taxable v. Non-Taxable Repairs | Which repair parts and labor charges are taxable versus not, and how to record and separate them on invoices. | 05 October 2022 |
| All Employees Thank You Cards to Vendors, Repair Customers & Others | Guidance on writing and sending thank you cards to vendors, repair customers, and others to build relationships and generate business. | 01 July 2008 |
| Buyers Thank You Notes to Buy Customers | When and how buyers should send thank-you notes to customers who sell items, including the step-by-step procedure, personalization, and confidentiality rules. | 19 September 2012 |
| Inventory The Buy Line | How the Purchasing Manager coordinates with Treasury to acquire merchandise and maintain inventory. | 07 August 2006 |
| All Employees The Company Vehicle | How to use, maintain, and respond to incidents involving the company-owned vehicle. | 02 November 2024 |
| All Employees The Equipment of Our Organization | Who is responsible for signing, tracking, and maintaining company equipment and how it should be cared for. | Never revised |
| Sales The Four Ws of Prospecting | How to use the Four Ws (Who, What, When, Why) to identify gift and personal purchase opportunities and follow up with customers to increase sales. | Never revised |
| All Employees The Honorary Owner | What privileges and benefits an Honorary Owner receives and how an employee can be recognized as one. | 08 December 2017 |
| All Employees The Leo Hamel Way | Explains the Leo Hamel Way of running the organization and encourages staff to follow its proven, customer-focused practices. | Never revised |
| Sales The One Who Takes the New Name Enters It | Requires staff and salespeople to enter new customer names into the computer immediately to avoid lost, duplicated, or delayed records. | 06 August 2006 |
| Sales The Purpose of Letters and “Dead File” | How and when to use letters and emails to communicate with customers and when to remove them from the mailing list. | 25 May 2016 |
| Sales Three Letter System | How salespeople use a three-letter follow-up mailing system to promptly engage and convert new prospective customers. | 23 October 2010 |
| All Employees Time Clock System | How employees must use the time clock system, when and how to report missed punches, special rules for estate buyers, time sheet verification, and how tardiness is determined. | 30 March 2013 |
| All Employees Time Off After Christmas | How employees can schedule paid or unpaid time off after Christmas, including limits, eligible dates, and coverage procedures. | 16 November 2024 |
| All Employees Timesheets | When and how employee timesheets are distributed, reviewed, signed, and returned. | Never revised |
| All Employees Tools & Equipment | How company-owned tools and equipment are provided, how to requisition needed items, and the two-week rule for personal tools. | 11 August 2006 |
| Sales Marketing Tracking Advertising for New Names | How to record the Contact Source in Business Mind when entering new customers to track advertising effectiveness. | Never revised |
| All Employees Trade-In Items | How to record trade-in items by documenting the exact item on the sales slip and routing the item to inventory control with its cost and list price. | 14 August 2006 |
| Inventory Trade-In Values | How to determine trade-in values and who must approve them when customers offer items in trade. | 10 October 2006 |
| Sales Inventory Accounting Trade-Ins | How to accept and process customer trade-ins for purchases, including approval steps, invoicing requirements, and special rules for Hearts On Fire items. | 22 April 2013 |
| Marketing Trade-ins Don’t Go In Newsletter | Why trade-in merchandise should not be pictured in the newsletter and guidance for buyers on checking sellers and handling consignments. | 08 August 2006 |
| Sales Trade-ins of Merchandise We Sold Previously | How to verify a customer's original purchase price and determine the correct trade-in value for merchandise previously sold by the store. | Never revised |
| All Employees Transshipping of Watches | When and under what conditions Leo Hamel & Company may transship watches and the consequences for violating the policy. | 06 August 2006 |
| All Employees Trash Goes Out Nightly | How to bag and remove trash nightly to prevent a roach infestation. | Never revised |
| Sales Turnovers or Tags with Sales Cycles (formerly Turn Over’s – More Data) | When and how salespeople should turn over customers to another salesperson to preserve and advance sales opportunities. | 09 March 2010 |
| Buyers Two Sided or Double Headed Coins | How to identify real versus fake two-sided or double-headed coins and their approximate value. | Never revised |
| Marketing Sales Unsubscribe Requests | How to handle customer unsubscribe requests for e-mail and physical mailings. | Never revised |
| Marketing Updating Returned Mail | How to update and verify customer addresses and handle returned first-class mail. | 15 June 2006 |
| All Employees Updating the Computer | How and when employees must update customer records in the computer system to keep accurate customer information and ensure commission eligibility. | 27 October 2010 |
| All Employees Use of Personal Vehicles | When and how employees may use personal vehicles for company business, including reimbursement, insurance, safety requirements, prohibited conduct, and procedures for traffic stops and accidents. | 02 November 2024 |
| All Employees Use of Personal Vehicles | When and how employees may use their personal vehicles for company business, including required permissions, insurance, responsibilities, prohibited behaviors, and accident procedures. | Never revised |
| All Employees Use of Pockets Forbidden | Prohibits employees from using pockets to store money, loose diamonds, or other valuables and explains proper handling of stones and cash while working. | 07 August 2006 |
| Accounting Vendor Calls and Emails | How to handle vendor calls and emails to maintain good relationships and ensure timely responses about invoices. | Never revised |
| Sales Inventory Vendor Meetings | Vendor Meetings: Instruct vendors to schedule appointments at specific times rather than vague days to make scheduling easier. | Never revised |
| Buyers Verify Buys over $5000 | Requires a second buyer or manager to verify and sign off any buy or pawn check over $5,000 to prevent fraud, grading errors, and unprofitable purchases. | Never revised |
| Sales Accounting Buyers Verifying Cashier’s Checks | How to verify cashier's checks before accepting them as payment, when to delay delivery, and alternatives if immediate verification isn't possible. | 18 January 2024 |
| All Employees Vintage, not Estate | How to describe and promote pre-owned jewelry and watches as vintage or antique rather than using the term "estate". | Never revised |
| Marketing Sales VIP Gift Cards | How VIP Gift Cards are calculated, distributed, and tracked after the Half Off Sale. | Never revised |
| Sales Marketing Accounting VIP Referral Rewards Program | How VIP customers are rewarded for referring new customers, including how rewards are calculated, issued, and tracked weekly by Marketing. | 30 August 2024 |
| sales<br>repair Warranties | Warranty coverage and requirements for watches and jewelry, including durations, exclusions, and maintenance intervals. | 09 October 2015 |
| All Employees Warranty Cards | What to fill in on warranty cards for watches: at minimum the company name and the date of sale. | 16 August 2006 |
| Inventory Repair Warranty Work | When and how warranty repairs are handled for products, who bears the cost, and how vendors and inventory should be managed. | 08 August 2006 |
| All Employees Watch & Jewelry Catalogs | How to ensure Watch & Jewelry Catalogs are always stocked and replenished. | 08 August 2006 |
| Inventory Watch Consignment | Watch Consignment: how Leo Hamel & Co. requires refinishing and servicing before selling consigned watches, how service costs are handled with consignors, and the options if a consignor will not pay. | 06 August 2006 |
| All Employees Watch Displays | How watches should be displayed in cases, specifying use of manufacturer-provided displays and procuring more when needed. | 08 August 2006 |
| All Employees Watch Parts | Where and how to obtain replacement watch parts for older and vintage watches. | 08 August 2006 |
| Sales Watch Show, Coin Show, Jewelry Show Forbidden Words | Do not use the terms "watch show", "coin show", or "jewelry show" during the sales cycle to avoid alerting customers to supplier sources. | Never revised |
| Buyers Repair Sales Watches, Verifying Authenticity as a Service | How the company verifies watch authenticity, including who is authorized, the fees charged, and step-by-step procedures for showroom, phone, and estate buyer requests. | 13 June 2024 |
| Buyers We Don’t Do Business with Minors | Why and how the company refuses to buy items from minors and what staff should do when an underage seller arrives. | Never revised |
| Marketing Accounting Buyers We Don’t Accept Foreign Bank Checks | Policy stating the company will not accept checks drawn on banks outside the U.S. due to collection fees and delays. | 14 August 2006 |
| Buyers We Share Knowledge | How estate buyers should share new experiences, findings, and solutions with fellow buyers to improve buying success. | Never revised |
| All Employees We Write Letters | Why and how employees should write follow-up and thank-you letters to customers, suppliers, and contacts to improve PR and increase sales. | 14 January 2009 |
| All Employees Wearing Inventory | Wearing Inventory explains that employees are prohibited from wearing store, vendor, or customer jewelry and watches inside or outside the store, with limited exceptions. | 13 December 2016 |
| Sales Repair Accounting Web Leads :: Response Procedure | How to respond to customer web leads—who dispatches them, how to reply by phone or email, and how to log responses into BusinessMind. | 28 April 2010 |
| IT Sales Executive Reception Marketing Webchat & ChatMail | How to handle incoming webchat messages and process ChatMail into webleads, including assigned roles, inbox handling, weblead creation, and fraud procedures. | Never revised |
| Marketing Website Merchandise Promo | How to present merchandise for sale online, including required image quality and descriptive information to educate buyers. | 24 January 2012 |
| Website Retail Sales | How Website Retail Sales are handled, including payment validation, shipping requirements, and in-store pickup procedures. | 30 August 2024 |
| All Employees Weekly Statistics | How weekly production statistics are collected and reviewed to monitor department and employee performance and drive improvement. | 05 October 2012 |
| Sales Accounting Wells Fargo Jewelry Advantage Procedure | How to process Wells Fargo Jewelry Advantage applications, authorizations, credits, promotional plans, and fraud procedures when financing customer purchases. | 10 October 2024 |
| Sales What to Do If You Have a Down Sales Week or What You Can Do ANY Week to Improve Your Stats | How salespeople can increase business during slow weeks by using referrals, add-ons, and special events. | Never revised |
| Buyers What to Do When You’re Not Buying or What You Can Do ANY Week to Improve Your Stats | Activities buyers can do during slow times to generate business and improve their performance. | Never revised |
| Sales When Customers See Items They Sold Us | How to explain the store's buying, holding, pricing and resale process when customers find items they previously sold to the store. | Never revised |
| Logistics Marketing Sales When Mail Should Arrive | When Mail Should Arrive explains how to schedule outgoing mail so customer deliveries occur on business days when staff are available. | 30 July 2011 |
| All Employees When on Breaks | How employees should behave during breaks to avoid disturbing coworkers. | Never revised |
| Marketing Buyers When to Mail Flyers and Special Event Promo | When to mail flyers and special event promotions so they arrive just before or at the start of the event. | 08 August 2006 |
| Sales Repair Who Delivers and Takes in Repairs | How staff should handle taking in and delivering repairs to solve customers' repair issues while creating sales opportunities and ensuring a positive customer experience. | 08 August 2006 |
| Accounting Who Signs Checks | Which employees are authorized to sign checks, the order they sign for each account, and rules for pre-signing, wire transfers, and accounts payable. | 14 March 2015 |
| sales<br>repair William Henry Modifications | How William Henry knife modifications are priced, shipped, and authorized, including rush fees and salesperson responsibilities. | Never revised |
| Sales William Henry Product Registration | How sales staff must register William Henry products online the same day of sale to activate warranties and enroll customers for marketing. | Never revised |
| All Employees Writing Checks | Who should write company checks, what documentation and approvals are required, and how signed checks are obtained and handled. | 24 March 2017 |
| All Employees Writing Dispatches | How to write and route written dispatches to the correct post, including format and multi-recipient routing. | 17 March 2004 |
| Sales Writing Letters/Emails to Central Files | How to write letters and emails to customers to elicit responses and record the communication in Central Files. | 25 May 2016 |
| Buyers Writing Multiple Checks to Buy Customers | Rules on issuing multiple checks to buy customers, including prohibition when used to evade bank reporting and a $10,000 limit. | Never revised |
| All Employees Written Requests | When and how employees should submit requests in writing to reduce interruptions and extra work. | 11 August 2006 |
| Marketing Buyers Yehuda Enhanced Diamonds | Guidelines on how to refer to, sell, and handle Yehuda clarity enhanced diamonds, including restrictions, guarantee and benefits. | 07 August 2006 |
| Marketing Yelp Reviews | How staff should solicit Yelp, Google, and Facebook reviews from customers and the incentive and commission policy associated with posted reviews. | 10 April 2021 |