| Document Name | Description | Last Updated |
|---|---|---|
| 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 |
| 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 |
| 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 |
| All Employees Address Updates – More Data | How to update and maintain customer mailing addresses and phone numbers when mail is returned. | 11 August 2006 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| All Employees Contact Keys | How to use contact keys in Business Mind to categorize customers and control newsletters and email communications. | 21 November 2009 |
| 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 |
| All Employees Credit Card Deposits on Special Orders | When and how to charge and credit customer credit cards for special orders. | 14 August 2006 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| All Employees Exempt Time Off | When and how exempt employees can take short absences without using PTO. | Never revised |
| 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 |
| 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 |
| 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 |
| All Employees GLOSSARY AID | Definitions of jewelry and watch industry terms and company-specific glossary entries used by Leo Hamel & Co. | Never revised |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| All Employees Inventory Basics | How to manage inventory basics including buying, displaying, vendor relations, and inventory turnover to maximize profit. | 07 August 2006 |
| 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 |
| 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 |
| 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 |
| 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 |
| All Employees Letter Deadline | When letters must be completed and what counts as a completed letter for inclusion in weekly statistics. | 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| All Employees Owners Have Dibs on Merchandise Purchases | Which owners have first priority to purchase merchandise and how ties are resolved. | Never revised |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| All Employees Referral Cards | When to include referral cards in outgoing letters. | 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| All Employees Tardiness and Absenteeism | Attendance expectations, definitions, reporting rules, disciplinary steps, and rehire rules related to employee tardiness and absenteeism. | 13 August 2021 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| All Employees Watch & Jewelry Catalogs | How to ensure Watch & Jewelry Catalogs are always stocked and replenished. | 08 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 |
| 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 |
| All Employees Weekly Statistics | How weekly production statistics are collected and reviewed to monitor department and employee performance and drive improvement. | 05 October 2012 |
| All Employees When on Breaks | How employees should behave during breaks to avoid disturbing coworkers. | 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 |
| All Employees Written Requests | When and how employees should submit requests in writing to reduce interruptions and extra work. | 11 August 2006 |