How do you cover your store when you're out of town?

"When I am out of town, I have two employees that help cover the store. Any wedding stationery that is due, I schedule to be finished before I leave. If the store cannot be adequately covered, we'll occasionally go to limited hours during my absence (however, this is never my first choice). I then send an e-mail to our clients who have signed our guest book with the dates and hours of the change, and post a sign with these hours on the door. I have never had to close the store completely during my absence."
Shannah French, Owner and President
Any Occasion, Inc., Chesterfield, MO

"When I'm out of town, my store is covered by my managers and staff. I have full-time managers in each store who are responsible for and capable of running the store. Naturally, while I'm away, I worry about the stores constantly!"
Dick Visconti, Owner
The Papery of Shrewsbury, Shrewesbury, NJ

"Fortunately, my staff is great at managing the store when I'm away. I do keep in touch by phone and e-mail so if anything comes up that they are unsure of how to handle, I am available to them. I am also available to customers by e-mail and refer their questions or orders back to the store."
Beth Buchanan, Owner
Buchanan Ink, Nashville, TN

"I am most fortunate as I have capable staff to handle the stores while I am gone."
Helen Edell, Owner
Alligator Soup, Las Vegas, NV

 "I have managers in each of my three stores. In a normal week, I visit each store one to two times. I also make about six to 12 calls per week to the stores to discuss sales figures and coverage issues. When I know I am going to be out of town, I plan well. First, I make sure that no one in my management team will be away on vacation, etc., during the same time period. Next, I review with all of the management team the procedures to follow in instances of emergency. I review the names and telephone numbers of our electrician, plumber and insurance agent. I do all of this in a brief meeting with my team. If I am going to be away on business, such as a trade show, I tell my staff that I may call in while I am gone for information that I may need. If I am going away on vacation, I tell my team not to call unless there is an extreme emergency that they could not solve by any other means. I end the meeting with the following phrase: 'While I am away, if there is a fire call the fire department.' They all have my cell-phone number, which I tell them will be most likely useless since I will probably be out of range. While I am away, I check my voice mail once per day. I seldom have messages from my staff."
Bob Furlong, President
Copley Flair, Boston, MA

"I just returned from a seven-day cruise and was very fortunate to have two very reliable employees whom I could depend on. I only called the office once and felt very comfortable in knowing that things were being taken care of professionally. Prior to leaving, I did let any clients with a pending order know that I would be leaving and that they would be in good hands. Clients do appreciate this warning - very important to let them know you care about them. I had left a message on my machine saying that evening and Saturday hours would not be held, but one of my employees without my asking came in on the two Saturdays and some evenings to accommodate those clients that needed help. Having dependable employees is one of the most important factors in having a successful business and giving an employer peace of mind when leaving for vacation."
Elaine A. Barker, Owner
Paper Potpourri, Haverhill, MA

"Before I leave to go out of town, I try to make sure that my manager will be available while I'm gone. I spend a lot of time making sure that orders have been placed and decisions have been made and the fires are put out, and that she is brought up to date on outstanding things/issues. I always have a cell phone and can be contacted immediately if there is an issue. My staff is not a new staff and, for the most part, they know what to do and how to keep the place rocking! While I was out of the country a couple of years ago, I used the Internet to keep up with happenings in the store, and they could reach me if necessary."
Eileen Hays Wallace, Owner
Write-On Sarasota, Sarasota, FL

"I don't get away very often, and when I do it is usually for long weekends. I now have dependable, responsible staff who are flexible. (I have a horror story from the first time I went away for three days, but I won't go into that now.) When I am away on business or for a brief vacation, staff pitch in. Just as I cover for them when they need to be off during their regularly scheduled time, they will rearrange schedules and cover for me when I am out of town. Of course, I am always available by phone."
Gail Licciardello, Owner
Paradiza, Portsmouth, NH

"I have two things: a wonderful staff and a cell phone!"
Sue Valenti, Owner
The Paper Place, Nashville, TN

"The Paperia stores are well covered by trained employees in our absence. If demanding situations arise, we can always be contacted, plus we ae stay in touch with our stores throughout the day."
George Breslau, Partner
The Paperia, Philadelphia, PA

"It is a topic we have been looking into very closely and an area in which we are making some changes. We are a seasonal store, and there are three months that are quite slow. In the past, all days were covered with staff if I was not in. We have looked at our numbers, and we find that if I am not here in the slow season, business goes down quite a bit. (You know single-owner stores). I have begun to close a couple of the slower days in order to reduce payroll. I put up a sign early to let people know I'm off for a buying show, and they seem happy to plan around my time away. I staff the later part of the week and weekends, but at slightly shorter days. There have been no complaints. For the National Stationery Show, I was open more with staff covering five or six days but shorter hours. And, any time away at the high season will be fully covered. My staff are well trained and can easily write personalized orders and take in in-house printing work, but most people wait for me to finalize the order. My staff are really here to sell the merchandise we carry."
Jean Betses, Owner
Village Paperie, Kennebunkport, ME

"Store coverage is always one of the hardest parts of being your own boss. I was fortunate enough to have the help of my parents for many years. Now it is a bit tougher, and more pre-planning is required to verify that there is adequate staff for coverage. Another downfall is that in this economy with downsizing staff, it makes it difficult to cover all hours. I have been forced to close my store on a few occasions for family events, etc. All of my customers have been more than understanding, since I really make the effort to let them know in advance what dates I may have to close."
Paige Quillin, Owner
Greetings and Salutations, Alexandria, VA

"Because I am very flexible when employees want to take time off, they are flexible when I plan to be gone, and they know they can adjust their schedules to add extra coverage if needed. I have two staff members who are capable of temporarily running the store, and our bookkeeper is authorized to sign paychecks, so I don't worry when I am out of town. I leave a typed memo of pending jobs and deadlines, and because we have a staff meeting at least three mornings a week, everyone is pretty well aware of things to be done. I take a cell phone and can access e-mails, so I can be reached in an emergency."
Edie Frere, President
Landis Gifts & Stationery, Los Angeles, CA