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Leo Hamel Fine Jewelers Policy Letter

Rev1

Entering New Names into the Computer

The following is the procedure for entering new customers into our Business Mind computer software.

(The names of tabs are in bold underline, and fields are in bold.)

In order to create a new contact you need to first choose “File” then “Contact.” This will bring up the New Contact tab.

A Contact can be made into a “Customer”, a “Vendor”, or an “Employee.” This can be done by checking the appropriate box on the bottom half of the page.

Once you’ve selected the correct box, you will then click on the options to the right of it. If you are making someone a Customer, you will click on Set Customer Options, then click on the blank field next to Sales Rep:. A box will pop up; type the salesperson’s name and click the search icon. Select the appropriate Sales Rep and click accept.

Entering the Customer’s information:

Click on the Is Person tab at the top of the page and type in the customer’s information such as their first name, last name, gender, SO first name, SO last name, and Source. The Source is how the customer found out about us originally.

Enter in the Contact Keys:

The file you created can be several types of Contacts; we use the Classifications (located as the furthest right tab on the bottom half of the page), to help define if they are a retail customer, a vendor, or a wholesale customer. If they are a retail customer (someone who would come in and buy from our salespeople) then they must have the Mailings Twelve or Mailings Three checked in order for them to receive the catalogs. If a customer wishes to receive catalogs, always put them on Mailings Twelve. Mailings Three is to be used in very rare cases. If a customer wishes not to receive any catalogs, but wants to get our e-blasts, check Mailings Off, but make sure you enter their email in the appropriate field. If the customer does not want catalogs or emails, you must choose BOTH Mailings Off and Requested Off.

Entering in the address, phone, email, etc.:

Under the New Contact tab with the Is Person tab still selected, select in the drop down menu just above the Is Person tab what information you would like to enter, and then select Go. Enter in the information and select the Is Default box if it is the main address, phone number, or email to be used to contact this person. Then click Create and Done.

Make sure every time you enter in a new contact you also enter a contact log by choosing “Create Contact Log.” Enter in any information you have about the customer and why they came in. For example, if they came in to look at jewelry, write what they were looking for, what their price range was, if they were a grinder or not, etc. Enter any information that might be of assistance to the next person who helps them if you are not available, and refresh your memory if you help them again or want to send a letter.

You can also enter more information about the customer, if you have it, under the Custom Properties tab on the second half of the page. Here you can enter information such as the customer’s job, their favorite watch or jewelry brand, or the last time a salesperson has contacted them.

Once you’re finished entering all the information, select the Finish button on the top right corner of the main tab.

Updating Addresses:

Address corrections are to be done on an ongoing basis for returned bulk mail and by individual sales people (or their assistants or receptionist) for personal letters. Corrections are not allowed to pile up and are the responsibility of the Receptionist.

When a piece of mail is returned the first time and there is no new address, make a note “Mail returned” in the Contact Log. Once you’ve searched a customer’s file in Business Mind and have clicked on their name, add a log by selecting Go next to the “Edit Customer Properties” drop down menu. This will bring up the Contact Properties Editor, and then select the tab labeled Logs. To add a new log click Add New Log on the top right hand side. This will bring up the Contact Log Controller. Select the reason for entering the log, which will be “General.” Once you’ve typed in your note, click Create then Done.

When a second piece of mail gets returned (you will see in the Logs if mail was returned once before), do the following:

  • Call the customer and find out if he or she has moved and if he would like to continue to receive our catalogs. Try to call them right away, as people will usually leave a forwarding phone number when they have moved. If they have, update the phone number in the file. If there is no phone number on file, call information to see if you can get a correct phone number for them.
  • If you are unable to find a current address, delete the address in the Addresses field located in the Contact Properties Editor after selecting “Edit Properties” and Go, and write “GET NEW ADDRESS” in the Log so that any employee who pulls up the file will see this note and ask for the new address.
  • If you are able to get the new address or phone number, write “Updated Address” or “Updated phone #” in the Log.

However, when a second piece of mail is returned and it has been over 2 months since the last return (or 4 months for Mailings Threes, as they are only mailed about every 3 months) just write, “Mail returned” in the Log and do not take the steps described above. The original return was probably an error and the person has received our mail since then. In that case, wait for the third return to take the above steps.

Leo Hamel, Founder