Amy N Kaplan

Revised 09/04/2022

Table of Contents

Section 1: Introduction	1.1	Welcome
	1.2	Purpose of this Handbook
	1.3	Changes of Policy
	1.4	Employment Forms
Section 2: Terms & Definitions	2.1	Definition of “At-Will” Employment
	2.2	Types of Workers
Section 3: Payroll	3.1	Payment Schedule
	3.2	Wages
	3.3	Deductions & Garnishment
Section 4: Rights & Policies	4.1	Equal Opportunity Employment Policy
	4.2	Accommodation for Disabled Employees
	4.3	Employment of Relatives
	4.4	Religion & Politics
	4.5	Private Information
	4.6	Leaves of Absence
	4.7	Time Off Requests
	4.8	Working Hours
	4.9	Holidays
	4.10	Military Service Leave
	4.11	Civic Duty Leave
Section 5: Employment Benefits	5.1	Employee Discount
	5.2	Conventions and Trade Shows
	5.3	Free Snacks
	5.4	Wellness Activities
	5.5	Career Building Workshops
Section 6: Rules of Conduct	6.1	On the Job
	6.2	Rules & Policies
	6.3	Conflict of Interest
	6.4	Cyber Security and Digital Devices
	6.5	Disciplinary Action
Section 7: Theft	7.1	What Should All Employees Do
	7.2	What to Do in the Event of An Armed Robbery
	7.3	Shoplifting
	7.4	What to Do If You Suspect Theft is Taking Place
Section 8: Leaving the Company	8.1	Resignation
	8.2	Forced Resignation
	8.3	Termination
Section 9: House Rules	9.1	Code of Conduct
	9.2	Store Rules
	9.3	Customer Service Guidelines
	9.4	Merchandising Guidelines
	9.5	Return Policy
Section 10: Organized Play	10.0	Mission Statement

Section 1. Introduction

1.1 Welcome

Hello and welcome! Thank you for joining Wing and a Prayer Enterprises, LLC dba Free Range Pumpkins, where we strive to ensure that every participant, spectator and customer has fun in a safe and pleasant setting. We can’t wait to see what you will achieve with us. This employee handbook defines who we are and how we work together. We will do everything possible to create a fair and productive workplace, but we need your help. We’ve created this handbook to guide you. This handbook isn’t a contract or a guarantee of employment. It’s a collection of our expectations, commitments and responsibilities. Please read this employee handbook carefully and consult it whenever needed.

1.2 Purpose of this Handbook

The purpose of this handbook is to familiarize you – the employee/contractor – with the policies, rules and other key aspects of Wing and a Prayer Enterprises, LLC dba Free Range Pumpkins (the “Company”). The information in this handbook supersedes all rules and policies that may previously have been expressed or implied, in both written and oral format. Compliance with this handbook is compulsory for all employees/contractors. The Company reserves the right to interpret this handbook’s content as it sees fit, and to deviate from policy when it deems necessary.

1.3 Changes of Policy

Wing and a Prayer Enterprises, LLC dba Free Range Pumpkins reserve the right to change this handbook’s content, at any time and at our sole discretion. Its provisions may not be altered by any other means, oral or written. You will receive written notice of any changes we make to the employee handbook and are responsible for understanding and complying with all up-to-date policies. If you are confused about any information defined herein, please contact your manager.

1.4 Employment Forms

All new employees/contractors are required to complete and submit the following forms.

• Application for Employment
• At-Will Employment Agreement
• Acknowledgement of Receipt of Employee Handbook 
• Non-Disclosure Agreement
• Non-Compete Agreement
• Employee’s Withholding Certificate W-4
• Request for Taxpayer Identification Number and Certification W-9
• Employment Eligibility Verification Form I9
• Emergency Contact Form
• Employee Agreement and Consent to Drug and/or Alcohol Testing
• Video Surveillance Acknowledgement, Consent and Release
• Search Acknowledgement, Consent and Release
• Authorization for Background Check

Section 2.  Terms & Definitions

Wing and a Prayer Enterprises, LLC dba Free Range Pumpkins typically employs less than 10 employees on an “at-will” basis. This section defines the terms of “at-will” employment, as well as the different types of employees we hire.

2.1 Definition of “At-Will” Employment

The job of an “at-will” employee is not guaranteed. It may be ended, at any time and with or without notice, by the employee or by the Company. The Company also reserves the right to alter an “at-will” employee’s benefits, pay rate, and assignments as it sees fit. The “at-will” terms of an employee’s employment may only be changed by the President, CEO or CFO, and must be signed by the President or the CEO.

2.2 Types of Workers

This section distinguishes between the different types of workers the Company employs. Employee status is established at the time of hire and may only be altered via a written statement signed by the Company.

2.2.1 Exempt vs Non-Exempt

The majority of employees are non-exempt, meaning they are entitled by law to at least minimum wage and premium pay for overtime. Exempt employees are not subject to these laws. Exempt status is defined by particular standards set by state law and the Federal Labor Standards Act (FLSA). This class of employee is usually an executive, an administrator, or a highly paid specialist such as a programmer.

2.2.2 Regular vs. Temporary

Regular employees work a regular schedule, either on a full-time or part-time basis. To be considered full-time, an employee must work at least 35 hours per week. Part-time employees are those who work fewer than 20 hours per week. A temporary employee is a person we hire for a short period (usually 3 months at maximum) to assist with a project or remedy a staff shortage. A temporary employee is also employed on an “at-will” basis (defined above).

2.2.3 1099 vs W2

1099 and W2s are the different tax forms used to deduct payroll taxes on different types of employees. 1099 employees are self-employed independent contractors. They receive pay in accord with the terms of their contract and get a 1099 form to report income on their tax return. Independent contractors are not entitled to overtime pay and are not paid time and a half for working overtime. 

A W2 employee receives a regular wage and employee benefits. The employer withholds income taxes from the employee’s paycheck and has a significant degree of control over the employee’s work.

Section 3. Payroll

3.1 Payment Schedule

Employees are paid every other week generally on Monday. In cases where the regular payday falls on a holiday, Employees will receive payment on the first business day after said holiday. The pay period is Sunday to Saturday, and they are paid on the following week.  

If employment is terminated by either the employee or the employer, the employee’s last paycheck will be available on the next scheduled payday.

Independent contractors are paid according to the terms of their contract.  Independent contractors are not entitled to overtime pay and are not paid time and a half for working overtime.  If you are being paid via 1099, you are considered an independent contractor by The Company.

3.2 Wages

Wages vary from employee to employee and are based on level of skill and experience. The Company conducts regular evaluations of all employees and issues promotions as it sees fit. Employees who feel entitled to higher pay may contact their manager to discuss.

3.3 Deductions & Garnishment

3.3.1 Taxes

Federal, state and local taxes, as required by law, as well as the required FICA (Social Security and Medicare) payments.

3.3.2 Wage Garnishment

Sometimes, the Company receives legal papers that compel us to garnish an employee’s paycheck – that is, submit a portion of said paycheck in payment of an outstanding debt of the Employee. We must, by law, abide by this either until ordered otherwise by the court or until the debt is repaid in full from withheld payments.

3.3.3 Direct Deposit

You may have your paycheck deposited directly into your bank account. The forms for this are available online thru Gusto, our payroll company.

3.4 Performance Management

We have built our performance management practices to:

• Ensure you understand your job responsibilities and have specific goals to meet.
• Provide you with actionable and timely feedback on your work.
• Invest in development opportunities that help you grow professionally.
• Recognize and reward your work in financial or non-financial ways (e.g. employee awards.)

To meet these objectives, we have:

• Established annual performance reviews. During these reviews, your manager will fill out your performance evaluation report and arrange a meeting with you to discuss it. Through these discussions, managers aim to recognize employees who are good at their jobs, identify areas of improvement and talk about career moves. Pay increases or bonuses are not guaranteed. But we encourage managers to recommend rewards for their team members when they deserve them. There won’t be any forced ranking or other comparison between employees, as our goal is to help all employees improve and develop their careers.
• Instructed all managers to meet with their team members once per month to provide feedback and talk about their work and motivations. This way, you can receive feedback in a timely manner and avoid surprises during your annual performance review.

Section 4.  Rights & Policies

The following section summarizes your legal rights as an employee of Wing and a Prayer Enterprises, LLC dba Free Range Pumpkins. Questions about any policy detailed in this section may be addressed with Amy and/or Herb.

4.1 Equal Opportunity Employment Policy

The Company provides equal employment opportunities to all applicants, without regard to unlawful considerations of or discrimination against race, religion, creed, color, nationality, sex, sexual orientation, gender identity, age, ancestry, physical or mental disability, medical condition or characteristics, marital status, or any other classification prohibited by applicable local, state or federal laws. This policy is applicable to hiring, termination and promotion; compensation; schedules and job assignments; discipline; training; working conditions, and all other aspects of employment. As an employee, you are expected to honor this policy and to take an active role in keeping harassment and discrimination out of the workplace.

4.2 Accommodation for Disabled Employees

We are happy to work with otherwise qualified disabled employees in order to accommodate limitations, in accordance with the Americans with Disabilities Act (ADA). It is up to the employee to approach his or her supervisor with this request, and to provide medical proof of his or her needs upon the Company’s request.

We are also happy to accommodate employees diagnosed with life-threatening illnesses. Such employees are welcome to maintain a normal work schedule if they so desire, provided that we receive medical papers proving their working cannot harm themselves or others and their work remains at acceptable standards.

4.3 Employment of Relatives

The employment of relatives can prove problematic, particularly situations where relatives share a department or a hierarchical relationship. The Company will not hire relatives to work in any potentially disruptive situation. An employee must inform us if he or she become a co-worker’s relative. If at any time we perceive the situation to be dysfunctional, we may have to reassign or ask for one relative’s resignation in order to remedy the situation.

4.4 Religion & Politics 

Wing and a Prayer Enterprises, LLC dba Free Range Pumpkins is respectful of all employees’ religious affiliations and political views. We ask that if you choose to participate in a political action, you do not associate the Company in any way.

We are happy to work with employees to accommodate political and religious obligations, provided accommodations are requested from a manager in advance and they do not interfere with store operations or job functions.

4.5 Private Information

Employee information is considered to be private and only accessed on a need-to-know basis.

The Company keeps certain records relating to your employment in a personnel file. The documents contained within that file are the property of the Company and must be maintained for government and Company record keeping purposes. Some employment records are kept in separate files, such as records relating to medical conditions and leave, records relating to investigations, and records relating to I-9 requirements. All files connected with an employee are considered strictly confidential, and access will be limited only to those who have a job-related need to know the information and who have been authorized to see the file in question.

If an employee wishes to view the contents of his or her personnel file, the employee should report during off-duty time or, with permission from his or her immediate supervisor, during work time to the Human Resources office and file a written request with the records clerk. The clerk will verify your identity and show you to a table where you can view the contents of the file.

You may not take or alter any document found within your personnel file. If you disagree with one of the documents, you may ask the Human Resources Manager for permission to add a document containing your comments regarding the document with which you disagree.

Both at and following the time you separate from employment; you may make copies of documents in your personnel file if you wish. Copying of such documents should be arranged with the Human Resources office and will cost ten cents per copy, payable in advance. Your personnel file will be maintained in company archives in accordance with all applicable legal requirements. 

4.6 Leaves of Absence

Employees requiring time off from work may apply for a leave of absence.

All leaves are unpaid and must be approved by your manager. For planned leaves, employees must submit requests at least 7 days in advance through the Homebase app. Emergency leaves must be requested as soon as possible.

We consider all requests in terms of effect on the Company and reserve the right to approve or deny requests at will, except when otherwise directed by law. Any request for a leave of absence due to disability will be subject to an interactive review. A medical leave request must be supported in a timely manner by a certification from the employee’s health care provider. Extension of leave must be requested and approved before the current leave ends. No employee is guaranteed reinstatement upon returning from leave, unless the law states otherwise. However, the Company will try to reinstate each returning employee in his or her old position, or one that is comparable.

4.7 Time off Requests

Employees must submit any requests for time off through the Homebase app at least TWO WEEKS prior to the requested days off. The Employer reserves the right to deny any time off requests but will do their best to ensure that requests will be accommodated when given the proper notification. There may be dates that are restricted due to the holidays or events and those dates will be granted on a first come, first granted basis according to when the requests were made as long as it does not interfere with the need of the company’s staffing.

4.8 Working hours

Our store operates between 9 a.m. to 11 p.m. across all seven days. Your starting time may vary depending on the needs of the store.

4.9 Holidays

Federal and state equal opportunity laws generally require employers to accommodate the religious beliefs of employees, but do not require them to provide paid leave. Our company observes the following holidays by being closed:

• Easter
• Thanksgiving Day
• Christmas Day

We have shorter hours on the following holidays:

• New Year’s Day
• Mother’s Day
• Father’s Day
• Christmas Eve
• New Year’s Eve

4.10 Military Service Leave

Employees serving in the uniformed services, including the Army, Navy, Marine Corps, Air

Force, Coast Guard and Public Health Service commissioned corps, as well as the reserve components of each of these services, may take unpaid military leave, as needed, to enable them to fulfill their obligations as servicemembers. Servicemembers must provide advance written or verbal notice to the Company for all military duty, unless giving notice is impossible, unreasonable, or precluded by military necessity. Employees should provide notice as far in advance as is reasonable under the circumstances.

4.11 Civic Duty Leave

The Company encourages employees to fulfill their civic duties. To that end, employees will be allowed leave to serve on a jury, if summoned. We request that you give us a copy of your summons notice as soon as you receive it, so that we may keep it on file. If you are called during a particularly busy period, we may ask you to request a postponement. The Company will provide additional documentation in this regard, if necessary, to obtain such postponement.

Jury duty can last from a portion of a single day to several months or more. During this time you will be considered on a leave of absence and will be entitled to continue to participate in insurance and other benefits as if you were working. While serving on jury duty, you are expected to call in to your supervisor periodically to keep him or her apprised of your status.

Section 5. Employment Benefits and Perks

This section describes the benefits provided by the Company and information on your eligibility for benefits.  Benefit plans governed by the federal Employee Retirement Income Security Act (ERISA) may be further described in formal summary plan descriptions or other legal documents, which are available for your review in the Human Resources Department.

5.1 Employee Discount

Employees are eligible for a discount on products that we carry. All employees will receive 10% off regularly priced items, excluding Magic the Gathering, Pokémon, Games Workshop, Lego, pre-loved items, food and beverages. This discount is meant for the employee only but will also include gifts the employee purchases for others as long as they are not being compensated for the purchase. If any employee is caught abusing the discount policy, they will lose all discount privileges and may be terminated as well. If another employee is caught sharing their discount with an employee that has lost theirs then they will lose their discount as well.

5.2 Conventions and Trade Shows

From time to time The Company will have a booth at a trade show or convention.  Employees who are scheduled to work in the booth will receive the following:

• Paid entry to the show in the form of an exhibitor badge
• Reimbursement for parking at the venue
• A stipend for meals while at the show
• Mileage, if driving

Please keep receipts for all reimbursable expenses. You can submit them to your manager within two weeks after the date of each expense. If your manager approves your expenses, you will receive your reimbursement within two pay periods by check.

5.3 Free Snacks

Hunger is a real thing—and growling stomachs can stifle productivity, too. So we provide free snacks and drinks that feed our team’s body and mind. Please be mindful of your co-workers; don’t eat all of the snacks on your break!

5.4 Wellness Activities

We’ve already mentioned that the health of our employees is important to us, so it should come as no surprise that we really want to show you we mean it! The Company gives all of our eligible employees a fitness tracker.

We also schedule seminars and events with wellness experts from local businesses, like WW.

5.5 Career Building Workshops

The Company has partnered with The Interview League to offer resume and interview skills workshops at no charge for our employees.  These workshops will help you to gain a competitive advantage when upgrading your resume or interviewing for that management position with Wing and a Prayer Enterprises!

Section 6. Rules of Conduct

6.1 On the Job

6.1.1 Reporting for Work

Employees are expected to begin and end each shift on time and on the day appointed. You must inform your supervisor before the start of the workday if you will be absent or late and obtain his or her permission to leave early. Absences and late arrivals will be recorded. Should your absences or tardiness exceed a reasonable limit, you will be subject to disciplinary action and possible termination. Failing to call one’s supervisor or report to work for consecutive workdays will be considered voluntary resignation, and result in removal from payroll. If you are sick or unable to cover your scheduled shift it is your responsibility to find someone to cover it for you. You must inform your manager of the change and who will be covering for you.

6.1.2 Clocking In

The Company uses Homebase for scheduling and employee/contractor clocking in and out.  If you are a non-exempt employee, it is your responsibility to clock in when you begin your shift and clock out when you finish. If you forget, bear in mind that your timecard cannot be updated without your supervisor’s approval. You are not allowed to clock in for another employee and if this happens both employees may be terminated at the employer’s discretion. Please try to arrive at least 10 minutes prior to the start of your shift and clock in no more than 5 minutes prior to the start of your shift.

6.1.3 Staying Safe

Safety in the workplace is the Company’s number one priority. You must inform your supervisor in the event of unsafe conditions, accident or injury, and use safe working methods at all times. If you are injured while on the clock at Wing and a Prayer Enterprises, LLC dba Free Range Pumpkins, you must fill out an accident injury report and inform your manager within 24 hours of any accident or injury.

6.1.4 Meals & Breaks

Unless defined otherwise by Texas state law, non-exempt employees are entitled to a paid 10-minute break for every four hours of work, as well as a 30-minute un-paid meal break for any shift lasting longer than six hours. All meals and breaks must be taken either in the Employee Break Room or outside of the store.

6.1.5 Personal Cell Phone Use

Cell phones brought to work must be on silent or vibrate mode to avoid disrupting coworkers and customers. They may only be used during breaks and meal periods, away from where others are working. If cell phone use interferes with operations in any way, an employee’s cell phone privilege may be rescinded and disciplinary action, up to and including termination, may be used.

6.1.6 Customer Engagement

All employees are expected to engage with every customer that comes into Wing and a Prayer Enterprises, LLC dba Free Range Pumpkins. Employees must move onto the sales floor while there are customers in the store unless they are currently ringing up a sale at the cash register. Each customer should be greeted as they enter the building with a cheery “Welcome to Free Range Pumpkins!” It is also highly suggested that all employees take it upon themselves to learn at least one game a week that we carry in the store. Employees are expected to be knowledgeable in the products that we carry and able to steer customers in the appropriate direction.

6.2 Rules & Policies

6.2.1 Confidentiality

No previous or current employee may disclose or give access to confidential Company information, in any way or at any time, unless otherwise authorized by Management. We want to ensure that private information about clients, employees, partners and our company is well-protected. Examples of confidential information are:

• Employee records
• Unpublished financial information
• Data of customers/partners/vendors
• Customer lists (existing and prospective)
• Unpublished goals, forecasts and initiatives
• Intellectual Property

As part of our hiring process, we may ask you to sign non-compete and non-disclosure agreements (NDAs.) We are also committed to:

• Restrict and monitor access to sensitive data.
• Develop transparent data collection procedures.
• Train employees in online privacy and security measures.
• Build secure networks to protect online data from cyberattacks.
• Establish data protection practices (e.g. secure locks, data encryption, frequent backups, access authorization.)

We also expect you to act responsibly when handling confidential information.

You must:

• Lock or secure confidential information at all times.
• Shred confidential documents when they’re no longer needed.
• Make sure you view confidential information on secure devices only.
• Only disclose information to other employees when it’s necessary and authorized.
• Keep confidential documents inside our company’s premises.

You must not:

• Use confidential information for your personal benefit or profit.
• Disclose confidential information to anyone outside of our company.
• Replicate confidential documents and files and store them on insecure devices.

This policy is important for our company’s legality and reputation. We will immediately terminate and/or take legal action against any employee who breaches our confidentiality guidelines for personal profit.

We may also discipline any unintentional breach of this policy depending on its frequency and seriousness. We will terminate and/or take legal action against employees who repeatedly disregard this policy, even when they do so unintentionally.  

6.2.2 Dress Code

Employees must wear a company provided shirt and/or lanyard and name badge to every shift. Our company’s official dress code is Smart Casual/ Casual. This includes jeans, khakis, shorts or skirts.  The waistband for these items must be worn around your waist.  If it will not stay there on its own, please use a belt.  Skirts and shorts (or skorts) must come to your knees. The following items are not allowed to be worn while on shift: Athletic shorts; hats (other than Free Range Pumpkins logo); t-shirts advertising other stores, alcohol or drugs; and/or sunglasses. Attire not listed here may be approved on a case-by-case basis.  Prior approval will be necessary before wearing anything other than the company uniform. We also respect and permit grooming styles, clothing and accessories that are dictated by religious beliefs, ethnicity or disability.  Your clothing must be clean, in good repair (including free of excessive factory-made damage) and odor-free.  This includes, but is not limited to, the odors of cigarette smoke, cannabis smoke, cat pee, fish, etc.

6.2.3 Hygiene

Employees are required to maintain personal hygienic standards.

• Please be sure that when you arrive for work you have showered recently – preferably within 12 hours if you have a late shift; or since your last vigorous exercise – whichever is more recent.
• The use of working deodorant is mandatory for all employees unless you have a physician’s note indicating that you cannot use it, in which case you are expected to use some alternative – such as liberal and frequent application of corn starch.  If you feel that your deodorant may fail during the course of your shift, bring some along with you for reapplication as necessary.
• Hair, including facial hair, must be washed within the last 48 hours or appear so, and must be reasonably groomed in keeping with community standards.  “Unnatural” colors are permissible.  You may have facial hair but keep it neat and clean.
• Hands and nails must be reasonably clean with consideration given for individual staff members’ primary jobs.  Attractively and professionally painted nails are permissible without regard for gender.  Nails must be short enough not to impede upon the execution of your job including, but not limited to, removing cards from card sleeves and typing.
• Closed-toe shoes are required for safety.  If your manager can smell your shoes from within 3 feet, you will be required to remedy the situation.
• You are expected to maintain proper oral health through regular teeth brushing.  If breath odor is an issue, you may carry small breath mints with you during your shift.

6.2.4 Make-up

Employees are asked not to wear excessive makeup. When you’re doing your makeup for work, think soft and natural.  Your goal is to have your makeup blend in, not stand out.

There are occasions and holidays where the use of “excessive” makeup will be permissible. (i.e., Star Wars Day, Halloween, Free Comic Book Day)

6.2.5 Employee Parking

Employees are allowed to park anywhere in our parking lot.

6.2.6 Discrimination & Harassment

In keeping with our Equal Opportunity Employment clause, the Company will not tolerate on-site discrimination or harassment on any legally protected basis, including that of physical characteristics, mental characteristics, race, religious or political views, nationality, disability, medical condition, sex, sexual preference, and/or gender identification. Harassment and discriminatory behaviour among employees or contractors will result in disciplinary action, with the possibility of termination. Discrimination and harassment by customers or other business associates should be immediately reported to your supervisor, at which point the Company will investigate and take corrective action.You are welcome to seek legal relief if you find the Company’s actions inadequate.

6.2.7 Drugs & Alcohol

Good performance on the part of our employees is crucial to Wing and a Prayer Enterprises, LLC dba Free Range Pumpkins’ success. For this reason, we strictly forbid employees to do the following while at work:

• Drinking alcohol and selling, purchasing or using illegal drugs at work. An “illegal drug” is any drug that has not been obtained by legal means. This includes prescription drugs being used for non-prescribed purposes.
• Possession of any non-prescribed controlled substance, including alcohol and legal illegally obtained prescription drugs.
• Reporting for work intoxicated. We reserve the right to test employees for substance abuse. Illegal drugs, illegal drug metabolites, or excessive alcohol in your system will result in disciplinary action. Wing and a Prayer Enterprises, LLC dba Free Range Pumpkins reserves the right to terminate any employee for legal or illegal use of Marijuana. If it suspected that you are under the influence of Marijuana, Wing and a Prayer Enterprises, LLC dba Free Range Pumpkins reserves the right to have any employee tested immediately for marijuana or other dugs. If it is determined that you were under the influence of alcohol or drugs, your employment may be immediately terminated.

The Company cares about the overall health and well-being of its employees. Any employee who feels that he/she is developing a substance abuse problem is urged to seek help. The Company will grant time off (within reason) for rehabilitation. Be advised, however, that this will not excuse a substance-related offense.

6.2.8 Smoking

Free Range Pumpkins is a smoke-free workplace. This applies to tobacco, vapes and e-cigs.

We also advise you to:

• Extinguish your cigarettes before entering the premises.
• Avoid smoking when you have scheduled meetings with clients or vendors.
• Avoid smoking near flammable objects and areas.

Setting off fire alarms and causing fires by smoking are serious offenses. If you are found responsible, you may face disciplinary action up to and including termination.

6.2.9 Employee Purchases

All employees are required to have another employee ring up any purchases they make. All employee purchases are to be made either before or after your shift. The employee that is purchasing an item MUST remain on the outside of the cashier’s desk while the transaction is being performed. In order to give an employee discount someone else MUST ring up your purchase.

6.3 Conflict of interest

When you are experiencing a conflict of interest, your personal goals are no longer aligned with your responsibilities towards us. For example, accepting a bribe may benefit you financially, but it is illegal and against our business code of ethics. If we become aware of such behavior, you will lose your job and may face legal trouble.

For this reason, conflicts of interest are a serious issue for all of us. We expect you to be vigilant to spot circumstances that create conflicts of interest, either to yourself or for your direct reports. Follow our policies and always act in our company’s best interests. Whenever possible, do not let personal or financial interests get in the way of your job. If you are experiencing an ethical dilemma, talk to Amy and/or Herb and we will try to help you resolve it.

A Wing and a Prayer Enterprises, LLC dba Free Range Pumpkins Employee shall not use their position as an employee or knowledge gained in the exercise of that position for personal gain if doing so puts them in direct competition with goods and/or services offered by The Company. Such behavior includes, but is not limited to, offering private game tutelage to The Company’s customers if the game in question is one for which The Company runs comparable events; engaging in private sales of products sold by The Company; using knowledge of or access to specialized marketplaces (such as The Company’s Magic the Gathering singles inventory or distributors) for personal financial gain; and/or using The Company’s premises as a location for private transactions.

An Employee of The Company is prohibited from working for competitors of The Company in any capacity during their employment.  An employee is also prohibited from working for competitors of the company within a 50-mile radius for a period of 1 year.

6.4 Cyber security and digital devices

This section deals with all things digital at work. We want to set some guidelines for using computers, phones, our internet connection and social media to ensure security and protect our assets.

6.4.1 Internet usage

Our corporate internet connection is primarily for business. But you can occasionally use our connection for personal purposes as long as they don’t interfere with your job responsibilities. Also, we expect you to temporarily halt personal activities that slow down our internet connection (e.g. uploading photos) if you’re asked to.

You must not use our internet connection to:

• Download or upload obscene, offensive or illegal material.
• Send confidential information to unauthorized recipients.
• Invade another person’s privacy and gain access to sensitive information.
• Download or upload pirated movies, music, material or software.
• Visit potentially dangerous websites that can compromise our network and computers’ safety.
• Perform unauthorized or illegal actions, like hacking, fraud or buying/selling illegal goods.

6.4.2 Cell phone

We allow use of cell phones at work. But we also want to ensure that your devices won’t distract you from your work or disrupt our workplace. We ask you to follow a few simple rules:

• Use your cell phone in a manner that benefits your work (business calls, productivity apps, calendars.)
• Keep personal calls brief and use the office so as not to disturb customers.
• Avoid playing games on your phone or texting excessively.
• Don’t use your phone to record confidential information.
• Don’t download or upload inappropriate, illegal or obscene material using our corporate internet connection.

6.4.3 Corporate email

Email is essential to our work. If you are assigned an email address, you should use your company email primarily for work, but we allow some uses of your company email for personal reasons.

• Work-related use. You can use your corporate email for work-related purposes without limitations. For example, you can sign up for newsletters and online services that will help you in your job or professional growth.
• Personal use. You can use your email for personal reasons as long as you keep it safe and avoid spamming and disclosing confidential information. For example, you can send emails to friends and family and download eBooks, guides and other safe content for your personal use.

Our general expectations

No matter how you use your corporate email, we expect you to avoid:

• Signing up for illegal, unreliable, disreputable or suspect websites and services.
• Sending unauthorized marketing content or emails.
• Registering for a competitor’s services, unless authorized.
• Sending insulting or discriminatory messages and content.
• Intentionally spamming other people’s emails, including your coworkers.

In general, use strong passwords and be vigilant in catching emails that carry malware or phishing attempts.

6.4.4 Social media

We want to provide practical advice to prevent careless use of social media in our workplace.

We address two types of social media uses: using personal social media at work and representing our company through social media.

6.4.4.1 Using personal social media at work

You are permitted to access your personal accounts at work. But we expect you to act responsibly, according to our policies and ensure that you stay productive. Specifically, we ask you to:

• Discipline yourself. Avoid getting sidetracked by your social platforms.
• Ensure others know that your personal account or statements don’t represent our company. For example, use a disclaimer such as “opinions are my own.”
• Avoid sharing intellectual property (e.g trademarks) or confidential information. Ask your manager or Amy or Herb first before you share company news that’s not officially announced.
• Avoid any defamatory, offensive or derogatory content. You may violate our company’s anti-harassment policy if you direct such content towards colleagues, clients or partners.

6.4.4.2 Representing our company through social media

If you handle our social media accounts or speak on our company’s behalf, we expect you to protect our company’s image and reputation. Specifically, you should:

• Be respectful, polite and patient.
• Avoid speaking on matters outside your field of expertise when possible.
• Follow our confidentiality and data protection policies and observe laws governing copyrights, trademarks, plagiarism and fair use.
• Coordinate with Amy or Herb when you’re about to share any major-impact content.
• Avoid deleting or ignoring comments for no reason.
• Correct or remove any misleading or false content as quickly as possible.

6.5 Disciplinary Action

The Company takes disciplinary matters very seriously and will exact discipline as it sees fit for any unacceptable action or behaviour. These may include:

• Excessive lateness and/or absence
• Improper or indecent conduct
• Poor communication
• Uncooperative attitude
• Abuse, perfunctory or unauthorized use, or unauthorized possession of Company property
• Unauthorized use or disclosure of Company information
• Possession and/or use of illegal drugs, weapons or explosives
• Illegal harassment and/or discrimination – of any kind
• Violation of Company policy
• Abuse of employee discount or theft of products
• Ringing up your own purchases
• Job abandonment

Disciplinary action may consist of anything from verbal/written warnings and counselling to demotion, transfer, suspension or termination. Rather than follow rote procedures, the Company will handle each matter individually to ensure fairness to all involved. Please review and internalize the list of “Don’ts” above and make an effort to use good judgments at all time.

6.5.1 Progressive Discipline

Here we outline steps we will take to address employee misconduct. We want to give employees a chance to correct their behavior when possible and assist them in doing so. We also want to ensure that we thoroughly investigate and handle serious offenses.

Our progressive discipline process has six steps of increasing severity. These steps are:

1. Verbal warning
2. Informal meeting with supervisor
3. Formal reprimand
4. Formal disciplinary meeting
5. Termination

Different offenses correspond to different steps in our disciplinary process. For example, minor, one-time offenses (e.g. breach of our dress code policy) will trigger Step 1. More severe violations (e.g. sexual harassment) will trigger step 5.

Managers may skip or repeat steps at their discretion. Our company may treat circumstances differently from that described in this policy. But we are always obliged to act fairly and lawfully and document every stage of our progressive discipline process.

Keep in mind that our company isn’t obliged to follow the steps of our progressive discipline process. As you are employed “at-will” in the U.S, we may terminate you directly without launching a progressive discipline process. For serious offenses (e.g. sexual harassment or theft), we may terminate you without warning.

6.5.2 Workplace Inspections

At Wing and a Prayer Enterprises, LLC dba Free Range Pumpkins, we have a responsibility to protect our employees and our property. For this reason, we reserve the right to inspect the following, at any time, with or without notice:

• Offices
• Computers and other equipment
• Any personal possessions brought onto Company premises, such as handbags, briefcases, and backpacks.
• All employees’ backpacks, bags, purses or other objects meant to transport items may be searched after each shift before the employee leaves the premises. The Owners and Store Manager will be the only persons authorized to search the property of another employee.
• Employees are NOT allowed to ring up their own purchases. If you would like to purchase an item another employee must ring it up for you and collect payment. 

All inspections are compulsory. Those who resist inspection may be denied access to Company premises.

Section 7. Theft

What is theft, legally speaking? Our statutes say that a person commits theft if he unlawfully appropriates property with intent to deprive the owner of that property. So taking a pair of jeans from a department store without paying is theft. It is also theft to switch price tags on an item so you don’t have to pay full price, or to write a bad check for purchases.

7.1 What Should All Employees Do

Watch for suspicious behavior(s) from customers.

1. Is/are the customer(s) wearing bulky clothing even though the weather is good?
2. Is the customer constantly looking behind, left, right or above to see if anyone or anything is watching?
3. Is a group of customers acting in a boisterous manner as if to call attention to themselves?
4. Is a customer spending an inordinate amount of time looking at the same relatively high-priced merchandise?
5. Is a customer seemingly resentful or uneasy when a sales associate asks if they can assist?

Make mental and/or written notes, including descriptions, of any of the conditions above.

Report any of the above conditions to your manager.

7.2 What to Do in the Event of An Armed Robbery

Remember this! Money and inventory can be replaced. You cannot, and neither can any of your customers. The person who is robbing your store would definitely prefer their crime to be carried out as smoothly as possible. This means that they do not want to harm anybody. However, that does not mean that they will not become violent if they perceive you or one of your customers to be causing them problems, so always act in interest of the well-being of yourself and your customers.

If an armed robbery does take place, stay calm and do the following:

• Cooperate with the robber. Don’t resist, and don’t do anything that would put store employees or customers at risk. (Read: don’t try to be a hero.)
• Encourage your customers to follow suit and comply with the orders given by the robber. This will keep your customers safe.
• If you are ordered to fill a bag with money, do put in change and smaller denominations of money first, holding back the larger denominations for last, unless the robber instructs you to do otherwise. This is an innocuous way for you to minimize monetary losses.
• Don’t volunteer to do anything that you are not being ordered to do. You do not get bonus points for being helpful.
• Avoid surprises. Robbers are generally nervous, so anything quick or surprising movements could put you and others in harm’s way.
• Activate any silent or holdup alarms you have in the store.
• Be observant. Take note of the number of robbers involved as well as their physical characteristics (e.g. height, eye and hair color, hair length, etc.). Also take note of what they’re wearing and any weapons used.
• Call the police immediately after the incident. Provide time of the robber’s departure and give them a physical description as well as the method of travel.
• Lock the doors as soon as they leave. Call Amy or Herb.
• Ask all customers and employees to sit down at the gaming tables.  Give everyone a piece of paper and something to write with.  Ask them all to write down what they remember… NO PROMPTING! Have everyone put their name and contact details on the paper.  (If they have to leave before the police arrive, make sure you have this information from them!)
• Preserve the evidence. Keep clear of the crime scene and avoid touching anything that the robber(s) may have touched.

Remember that all of this comes second to your well-being and the well-being of your customers. Having a gun pointed at you is terrifying so it may be difficult to remember all of this information. That is why we have a security system installed.

7.3 Shoplifting

When you think of shoplifting, you probably think of swiping something from a store, shoving it into your pocket or bag, and then walking out. That’s generally what shoplifting is, but according to the Texas penal code, shoplifting is just another way to say theft.

There are multiple types of theft, and shoplifting is just one of the many theft offenses that have been consolidated under a single theft umbrella.

At this time, Wing and a Prayer Enterprises, LLC dba Free Range Pumpkins does not want its employees or contractors to apprehend suspected shoplifters.

7.4 What to Do If You Suspect Theft is Taking Place

Approach the customer and say, “Hi.  I noticed you were interested in (name of item).  Is there anything I can help you with?” This should be enough to deter them from continuing in their nefarious ways.  If you are unable to do this, follow the guidelines below.

To prevent false arrest claims and establish probable cause for a suspected shoplifter, there are six universally accepted steps an employee should follow:

1. You must see the shoplifter approach your merchandise or enter your store without any merchandise in their hands.  This prevents the scenario of falsely accusing a customer who carried an item to be returned or exchanged into your store.
2. You must see the customer select your merchandise.  If you can say without a doubt that you saw the customer pick up your merchandise before putting it into a pocket or otherwise concealing it, you can again protect yourself from that false arrest claim as in #1.
3. You must see the shoplifter conceal, carry away or convert the merchandise in question.  Concealment can be in pockets, in shopping bags, in a child’s stroller.  It can even be accomplished in full view as in when tags are removed from articles of clothing.  A good example of conversion is a shoplifter eating food before paying for it.
4. You must maintain continuous surveillance of the suspect.  You must comply with this step in the strictest sense.
5. You must see the shoplifter fail to pay for the stolen merchandise.  Sometimes the thief will walk directly out of the store, but sometimes they will pay for some items but not the concealed one.  It is important to see that the concealed item is not retrieved and paid for.
6. You must see the shoplifter leave the store.  This eliminates all arguments that the shoplifter intended to pay for the item(s).
   

Section 8. Leaving the Company

8.1 Resignation

You resign when you voluntarily inform your manager that you will stop working for our company. We also consider you resigned if you don’t come to work for three consecutive days without notice.

You are not obliged to give us advance notice before resigning. But, for efficiency’s sake, and to make sure our workplace runs smoothly, we ask that you give at least two weeks’ notice, if possible. If you hold a highly specialized or executive position, we ask that you give us at least a month’s notice, when possible.

We accept verbal resignations, but we prefer that you submit a written and signed notice of resignation for our records. We will reply with an acceptance of resignation letter within two days. Whether you want to announce your resignation to your team is up to you, but we encourage you to be open.

8.2 Forced resignation

You can resign anytime at your own free will and nobody should force you into resignation. Forcing someone into resigning (directly or indirectly) is constructive dismissal and we won’t tolerate it. Specifically, we prohibit employees from:

• Creating a hostile or unpleasant environment.
• Demanding or coaxing an employee to resign.
• Victimizing, harassing or retaliating against an employee.
• Forcing an employee to resign by taking unofficial adverse actions (e.g. demotions, increased workload).

8.3 Termination

Terminating an employee is always unpleasant but sometimes necessary. If that happens, we want to ensure we act lawfully and respectfully.

We may terminate an employee either for cause or without cause.

• For cause termination is justified when an employee breaches their contract, engages in illegal activities (e.g. embezzlement), disrupts our workplace (e.g. harasses colleagues), performs below acceptable standards or causes damage or financial loss to our company.
• Without cause termination refers to redundancies or layoffs that may be necessary if we cease some of our operations or re-assign job duties within teams. We will follow applicable laws regarding notice and payouts.

Section 9. House Rules

Free Range Pumpkins offers a wide variety of games and play opportunities that are enjoyed for social interactions, complex strategies, entertaining characters, and an overall atmosphere of friendly competition. While the objective of many of our events is to determine the skill level of each player involved, our ultimate goal is to ensure that every participant, spectator and customer has fun in a safe and pleasant setting. It is this attitude that Free Range Pumpkins wishes to emphasize at all of our events. Regardless of the size of any prizes, adherence to the Free Range Pumpkins’ Code of Conduct helps to ensure that all participants, including players, spectators, and event staff at our stores and the events we host, have an enjoyable experience. Free Range Pumpkins reserves the right to ask you to leave and may at our sole discretion prohibit you from future events should you violate any portion of the Free Range Pumpkins’ Code of Conduct.

9.1 Free Range Pumpkins Code of Conduct

All staff, players, spectators, customers, and visitors are expected to conduct themselves in a way that ensures all participants, customers, spectators, and staff enjoy themselves as much as possible. If your conduct makes it not fun for anyone else to participate, observe, shop, or be at a Free Range Pumpkins store or event, it is not allowed.

Free Range Pumpkins reserves the right to ask anyone to leave at any time and may at our sole discretion prohibit you from future events should you violate any portion of the Free Range Pumpkins’ Code of Conduct.

The following are not tolerated:

•           Abusive Language – this will not be tolerated in the store. You may be expelled from any event without prizes at the sole discretion of Free Range Pumpkins staff for any derogatory, abusive, or foul language.

•           Bullying – including hazing, discriminatory or derogatory language, comments or activities will not be tolerated at any level.

•           Theft – of any property is not tolerated and will result in a call to local law enforcement and permanently banned from Free Range Pumpkins.

•           Drugs or Alcohol – in or out of your person. Anyone caught with illegal drugs at a Free Range Pumpkins event including parking lots at Free Range Pumpkins events may receive a life-time ban on the first offense without warning.

•           Weapons –We don’t like weapons, so please don’t bring them into Free Range Pumpkins.

The following are expected from all players, customers, spectators and staff:

•           Respect: Players, spectators, customers, staff and property should be treated with the same respect that players would expect for themselves and their property. Distracting an opponent or a judge to gain advantage shows disrespect to everyone involved in an event.

•           Fairness: Games cease to be fun when players break the rules to achieve victory. A player should prefer to lose a game than to win by cheating.

•           Taking advantage of inexperienced players, other customers or Free Range Pumpkins’ events and venues for personal gain through trades or promotion of competing businesses is not fair and will not be tolerated.

•           All decisions of the judge are final. Store employees have no influence on the decisions of the judge.

•           Honesty: Players of any game should strive to act honestly while playing that game. If a player inadvertently breaks a rule during a game and becomes aware of the error before his or her opponent or a judge, that player should make the opponent and the judge aware of the misplay.

•           Observing an illegal activity and not reporting it immediately to Free Range Pumpkins Staff is a violation of the Free Range Pumpkins’ Code of Conduct. We ask that you tell us about any illegal activities involving actions in our stores or at our events. Observing illegal activity and not reporting it makes you an accessory to the crime.

•           Theft is disrespectful of personal property and will not be tolerated at any level. Free Range Pumpkins reserves the right to search any container, bag, package, case, or items at any time for in our venues or at any event we host, run or participate in. Large bags, purses or backpacks may be asked to be left at the register while you shop or kept in the gaming area.

•           Please arrive on time for events. Keeping an entire tournament waiting for you is disrespectful. If you are going to be late or unable to attend, please contact us.

•           Sportsmanship: Winning or losing with grace is vital to the enjoyment of any game. The desire to continue playing a game can be soured by players that berate their opponents after winning or losing a match. Demeaning, disrespectful comments, or actions before, during or after a game indicate poor sportsmanship and will not be tolerated.

•           Children under the age of 13 MUST be accompanied by an adult at all times.

At the end of the day we want all participants, spectators, customers and staff to have had a fun and enjoyable experience. Thank you for following the Free Range Pumpkins’ Code of Conduct to make this possible.

9.2 Store Rules

Free Range Pumpkins supports open gaming and the gaming community at large. We do, however, have a few rules regarding the play space (and the store, in general) that need to be observed.  Anyone found in violation of the store rules may be banned from using the play space in the future or banned from the store entirely. Case by case. Please observe the rules so this doesn’t become necessary.

• Anyone may use the play space for any tabletop gaming activity, though actual gaming will always trump any other use of the play space.
  • If you are using the RPG table and someone asks to watch your game, the answer is always, “Yes. Please pull up a chair.”
  • If you are using the RPG table and someone asks to join your game, there are two options.
    • Allow them to join.  (If there is more than one person asking, and they are together, you cannot choose to allow one and not the other to play with you.)
    • Let them know, politely, that your table is full but that they are welcome to watch the game.
  • If you are using the RPG table and are uncomfortable with someone else in the store, please discretely let a member of staff know and they will take care of this for you.  (Please remember that you are in a public space and intolerance is not tolerated.)
• We have limited tables available; please do not monopolize the area by using more than one table. (i.e.: Do not put your food and personal belongings on one table while gaming on another.)
• We love kids. However, there are a few things to remember:
  • We are not a babysitting service so please do not drop your kid off unless they are involved in an organized gaming activity and can play unassisted.
  • Babies are cute, but if you are here for an organized event please leave your child at home.
• We are open 7 days a week and the play space may be used during any open hours. If there is a store organized gaming activity, priority use of the play space goes to the organized event.
• Demo games should be kept in good condition and put back into their boxes in an orderly fashion when done. Put the game back on the shelf when you are finished.
• You may bring your own games and gaming materials to the play space.
• No weapons of any kind are allowed in the play space. (Exceptions are made on a case-by-case basis by the owners only.)
• Per Texas law, all places inside the store are non-smoking.
• Drugs or alcohol, in or out of your person, are not tolerated. Anyone caught with illegal drugs on the premises, including parking lots, may receive a life-time ban on the first offense without warning.
• Absolutely no stealing. This is common sense. Please don’t make us call the Police.
• No outside drinks are allowed in the store… we have a refrigerator with beverages available for purchase.
• We sell snacks and other items.  We ask that you not bring in food to share without asking permission first.
• Competitive or casual, games or meant to be fun for all. Good sportsmanship is a must, win or lose.
• Absolutely no destruction of tables, chairs or other store property or property belonging to others.
• No messes. Mess is not just food, it’s also game bags, packaging, Magic cards and boxes, binders, papers, etc.
• Remember, you are not the only gamer in the store. Do not bring car seats, playpens, coolers, suitcases, etc. into the store.  These items obstruct other customers.
•  Be respectful of others.

9.3 Customer Service Guidelines

Our goal is to create a strong base of loyal customers by providing appropriate recommendations, friendly and low-pressure service, and a clean and welcoming space. To facilitate this, it’s highly important to review and follow the outlined best practices, policies, and guidelines whenever you interact with customers. All of our products can be found somewhere else for less money, and what sets us apart from the rest of our competition is customer service. Please keep the customer experience at the forefront of your mind! It is statistically easier to keep customers than to find new customers. Please work hard to keep those already coming through the door happy.

Best Practices

• Greet customers when they enter the store and when they approach the register. Say Hello, how are you, let me know if I can help you, etc. This lets them know you are available to answer questions, and it’s also a loss prevention technique. (People are less likely to steal when they are given great customer service)
• Please do not use the phrase Can I help you find anything? (or anything similar that puts pressure on the customer giving you a direct answer). This is proven to put customers in the mindset of not making a purchase because the most common response is just browsing. Let me know if I can help you is a much better alternative. Exception for someone clearly confused or in need of help.
• Have a positive and professional attitude. Yes, this is a fun place, but this is also work and it’s important to display a high level of professionalism as well as positivity and fun.
• Be available to customers at all times. If you are cleaning, restocking, receiving, talking with regulars, etc. your priority is still the customer. Be sure they know you are available to them. This might include stopping something in the middle of completing a task; customer needs are more important.
• Physical interaction with customers through items is important because it shows a level of respect. It’s more respectful to hand a credit card back to them than to put it down on the counter, even if it means waiting if they are distracted. By making this practice commonplace, you also have the personal assurance you gave them back their card when it’s very common for people to misplace their card or ask if they received it back from you.
• Make an effort to educate customers when appropriate. For example, if a customer is purchasing a Cardfight Vanguard deck and regular size sleeves, ask if they will be used together. If yes, advise that the Cardfight Vanguard cards are a smaller size and don’t fit on that product. We may lose the sale of one or both items, but the customer will appreciate the information more than learning it on their own. Other examples include being sure someone knows they are purchasing an expansion, or that some Games Workshop figures require tools and glue. These touches go a long way towards a positive customer experience.
• If you don’t know the answer to a question, make an effort to find out. Ask a co-worker or search online (BoardGameGeek is your friend!). The more we can be a source of information, the more reliable customers will find us and they will appreciate that. Ultimately, be honest. You don’t have to make anything up just to satisfy someone’s question – this could hurt long term if you are wrong in your assumption. It’s okay to say “I don’t know”. You’re giving them information so they don’t make a purchasing decision they later regret (and then don’t want to come back to the store because someone said something incorrectly on their last visit).
• Respond to customer comments even if they aren’t addressing you. (like if you hear a rhetorical comment or question, “I wonder if they have Dice Masters here”). This is strong customer service because a lot of times people are uncomfortable directly asking for help so if you put the duty on yourself to help them with their needs it means you’re paying attention to them…sometimes I’ll preface this with “I couldn’t help but overhear” so it doesn’t seem like we’re eavesdropping.
• Simple language with friendly disposition goes a long way. Specifically saying “You’re welcome” is an impactful message that shows we care about the experience we’ve provided for them. A happy customer is likely to return! If there is a problem with a product, do your best to make it right.
• Make it a priority to circulate around the store, it helps indicate to customers that you are available, and you will notice more opportunities to improve the space through straightening, restocking, re-merchandising, cleaning up spills or trash, etc.
• Announcing the purchase total to the customer. Indicates you are ready to take payment and so they know how much they are spending.
  
  

Policies

• Special order forms need all of the information completed fully, regardless of the customer, so we can reach out. This is especially important during a busy, time-sensitive time of year. Even if the customer is a regular or they come into the store every single day, please complete all fields of this form where applicable.
• Refrain from extended conversation with guests, including/especially regular customers. If you are engaged in a conversation, a customer that needs help is unlikely to interrupt you to ask. You may chat casually for a few minutes but do not allow that to become a habit.
• Restocking is a form of customer service and needs to happen both from the list and from sight.  Items will be missed if you use only one method.
• Please be attentive to your body language when helping customers. For example, stand up instead of sitting when ringing customers out. From a body language perspective, sitting is not showing that you are engaged in the interaction.
• Although our advertised return policy is 30 days unopened, occasionally we are willing to take in most things for store credit, even if it doesn’t fit our guidelines. This helps us build rapport with customers.  Just ask your manager for help here.
  
  

Customer Interactions

• If a customer asks where a specific product is or has questions about products, please answer questions by walking with the customer and showing them the product physically; while maintaining social distancing. Please don’t point from across the room or give general directions unless there is a reason (i.e. you’re with another customer)
• Read the room – pay attention to customers when you’re talking with them. Their body language, words, attention levels, etc. will help you gauge if you are being effective. If they seem disinterested, aren’t looking at you, etc. you have probably lost them.
• Especially during busy shopping days, look for customers with full hands and offer a shopping basket or to hold their items at the counter so they can continue to shop. They will appreciate the help and with free hands they can make more purchases! Ask for their name and be sure to note it at the register so whoever is checking them out can find their stack easily.
• Don’t rush your interactions. Be mindful to spend an appropriate amount of time with each customer but when you’re with them, be present. Focus, give them your attention, etc.
  
  

Recommendations

• Please keep in mind that many customers are unfamiliar with the hobby and cater your recommendations accordingly. New gamers should be shown games that will help ease them into the hobby and provide better experience – lighter games with easy-to-learn rulesets and a lower price point are good options. Have a few in mind that you are excited about so you can easily recommend these. Common best-sellers are a good place to start: Catan, Ticket to Ride, Pandemic, etc.
• Think about what questions you ask when a customer is looking for a recommendation:
  • Number of players
  • Age range
  • Price point
  • Length of game
  • Style of game – Cooperative? Deduction? Dexterity? – be careful here, many people are not familiar with what these terms mean; you may need to ask these questions in layman’s terms or with common game comparisons (Do you prefer to work together or against each other? Do you like to solve mysteries? Do you like dexterity games such as Jenga?)
• What is a good recommendation for a guest might not be very interesting to you, and that’s okay. Tailor your suggestions to their tastes, not necessarily what’s new or popular.
• Keep your explanations brief – you don’t need to explain how to play the game, just the general concept. Give an elevator pitch – 30 seconds or less.
• Keep the number of recommendations you give limited – suggest 2 to 4 games, and then give them some space to look over what you discussed. This both prevents them from being overloaded with information and allows you to help other customers or attend to other tasks.
  
  

Merchandising

• Merchandising is a form of customer service; having a clean, well-organized space allows customers to browse on their own and find what they are looking for without requiring additional assistance.
• Please be aware of your surroundings – holes, empty shelves, empty hooks, straightening, fixing displays, etc. This needs to happen at all times.
• Product needs to be accessible to customers. This means keeping displays at a reasonable height and stock level, making sure shelves aren’t too full, single copies of games should be on the shelf instead of at the very top, copies of games should be with demos, demos with no product in stock should be removed from the floor, etc. The interaction should be easy for customers.

9.4 Merchandising Guidelines

8.4.1 What is merchandising?

Visual merchandising is the practice of using attractive displays, organized shelving, and strategic placement of goods in order to entice customers to make purchases.  Merchandising includes any store display – shelves, windows, specialty displays, cash wrap, etc.  Strong merchandising will improve the customer’s perception of the store, their experience, and, as a result, the store’s reputation.  The store floor should be the most productive and efficient “sales person”

9.4.2 Why is merchandising important?

• Store appearance – good merchandising keeps retail space looking clean and well-stocked.
• Customer service – good merchandising is part of good customer service – clean displays make it easier for customers to browse product, to find specific items, and they will have a better experience as a result.
• Productivity and work performance – clean, organized shelves make it easier to restock and easier to find specific items for customers.
• Engagement – an engaging display will encourage customers to interact with the product. They will have a more enjoyable experience in-store, which can translate to free word-of-mouth advertising, and are more likely to make a purchase that they enjoy, building a loyal customer base.

9.4.3 Basics

• Well-stocked shelves – shelving on the floor should look full. Front face when we have a lot of an item in stock, or when we are low in general. Rearrange shelves to keep them looking stocked, even if they are not. Restock several times per day from the back room.
• Organized – Our games are alphabetized.
• Shoppable – make it easy to see and reach products. Items that are too high up, hidden, or only in the window or on a display are not accessible for customers or the team.
• Clean – shelving and product should be kept dust-free. Look for out-of-place items and trash left behind by customers. Remember to dust items in the stock room on a regular basis… this ensures that items being used to restock the shelves are clean and dust-free!
• Shelving should contain items of the same size, ordered left to right in descending size order. Large items should not be merchandised with small items, and smaller items should not be sandwiched between two larger items. Ordering them appropriately will create a clean line and draw the customer’s attention to the items equally.

9.4.4 Displays

• Theme – your display should have a general theme that is easy to identify by both the customer and the team. Keep this theme in mind when restocking to ensure the display is cohesive at all times while it’s up.
  • Ideas: Planes, trains, and automobiles; seasons; holidays; travel; ocean; animals; knights, princesses, and dragons; art and color; mysteries; pop culture.
• Visual interest
  • Use height, color, texture, size, and shape to create interest in the display.
  • Risers, wire stands, bulk stacking, baskets, and other merchandising tools are available.
• Clean – a display that is too overwhelming or messy can make it hard for the eye to absorb. Since the goal of a display is to highlight and sell product, making it easy for the customer to see what is on the display is paramount.
• Range of products – incorporate products from all departments, which will automatically help with visual interest. Books, playing cards, Metal Earth, puzzles, kids, games, classics, etc.
• Engagement – allow customers to pick up/play with demo products.
• Accessible – product on displays should be easy for customers to reach so they can purchase them.
• Maintenance – Keep displays dust-free and well-stocked as part of your normal daily cleaning/straightening/restocking.
• Update them regularly! Customers who frequent the store should have something new to look at most of the time they visit. Displays should be fully changed every 2-3 weeks.

9.4.5 Register

• Impulse purchases – Keeping small, inexpensive items next to the register entices customers to make impulse purchases as they are checking out. Consider this area when cleaning and restocking, as it is still part of the retail floor.
• Maintaining a work space for the customer – Don’t put too much on the counter. Enough to hide electrical equipment and encourage impulse buys, but customers need work space for their bags, signing receipts, etc. Don’t crowd the customer!

9.4.6 Demos/Game Space

This is still retail space. We use our game space to encourage customers to interact with the product, which encourages purchases.

• Demo library should be routinely cleaned and organized so that customers can easily locate items they are looking for.
• Tables and chairs should be clean to protect our games and to ensure a pleasant gaming environment for customers.
• Floor space should be swept and mopped regularly, especially under tables.
• Trash and recycling are an eye-sore but necessary. Be sure this does not overflow and that smelly items are not left overnight, as this will carry over into the other retail spaces.

9.4.7 New Products

• Highlighting new products will provide regular customers with a fun shopping experience. Game collectors want to know what has just released and having a dedicated area to showcase these items will be sure to make regular customers happy.
• New items can replace older items in displays and eye-level on shelves. This will show that our stock is rotated regularly and that we are always looking for new items for our customers, enhancing the store’s reputation.

9.4.8 Merchandising Low Performers

You will always have stock that does not sell well. Use merchandising techniques to encourage sales.

• Change the location of the item on the shelf. If an item is on the bottom shelf side-faced, put it eye-level and front-faced. Does that improve sales?
• Creating displays of slow-moving product, including demos, signage, and like-items can help move dead merchandise.

9.4.9 Receiving Merchandise and The Back Room

When receiving inventory, the goal is to put as much inventory on the floor as possible. You may need to remerchandise shelves and displays to fit new product. Please do so without shoe-boxing merchandise or double facing when possible.

• Remember that customers don’t shop in the back room, and you can’t sell what’s not on the floor. By putting as much product on the floor as possible to begin with will reduce the need for restocking and mitigate any sales losses from items being in the back rather than on the floor.
• Flex-Facing – the practice of “saving space” for items that are out of stock
  • When items are out of stock but you know they will be replaced soon, save the space – i.e. leave the hook on the slatwall and face something else instead, even if it’s double faced. It will look cleaner and tighter and is a more efficient use of time.

9.4.10 Questions to Ask Yourself

• What is most appealing in the store? Why?
• What is least appealing? Why?
• Are there any unnecessary distractions in the store that take away from your experience?
• What did it feel like when you walked into the store? What was your emotional response?
• What items look out of place?
• What stands out the most, and why?
• Are there items you don’t see that would fit with the current product offerings?
• How do the displays lend themselves to being engaged with?
• Are there areas of the store that are not clean?
• Does the layout of the cash wrap make it easy for customers to place personal items and complete the sale?
• Does your stock room trickle onto your sales floor?

9.5 Return Policy

9.5.1 Returns

Returns are accepted for 30 days from the date on the receipt. All returned items must be in be in new, unopened and unused condition, with all original tags and labels attached.

To be eligible for a return, the item must be unused and in the same condition that it was received. The item must be in the original packaging. The item needs to have the receipt or proof of purchase.

Returns of opened items are at the sole discretion of the manager and owners only.  Staff are unable to accept opened returns.

9.5.2 Refunds

Purchases made with credit/debit cards must be refunded back to the same card used.  If the original card is not available, your refund will be given as store credit.

Credit/Debit card refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company.

Store credit refunds expire within 30 days of issuance.

9.5.3 Item Defects or Missing Parts

When a customer purchases a game from us and finds that it is missing parts or defective, please direct them to the manufacturer for replacement.  Our company can not return defective merchandise to our suppliers once the item has been opened.

9.5.4 Exceptions

The following items cannot be returned or exchanged:

• Pre-Loved items
• Food and drinks
• Personal hygiene items (i.e. colognes, hand sanitizers, etc)
• Opened CCG/TCG products (i.e. Pokémon, Magic the Gathering, etc.)
• “White Elephant” games
• Sale items are FINAL SALE and cannot be returned.

Section 10. Organized Play

Organized Play is at the heart of any game store.  Free Range Pumpkins mission is to spread the joy of gaming across the nation.  We want to unplug the current generation and bring back face-to-face communication and understanding through the love of games.

Free Range Pumpkins Organized Play helps you discover awesome games, compete in exciting events, and make new friends.

By participating in Organized Play events at the local, regional, national, or global level, you connect to a worldwide gaming community. Our goal is to help players join this community and create memorable game experiences all over the world.

Free Range Pumpkins participates in many types of organized play.  Whether or not your job function entails organizing or participating in organized play, please familiarize yourself with the different games and activities we are involved in.

It is important to note that NO employee is allowed to participate in organized play activities while on the clock.