Lori’s offers a unique combination of special programs to welcome hospital guests, visitors and employees to the gift shop. These programs enhance customer service and help increase gift shop revenues by building customer loyalty.
Customer Rewards Program
Lori’s Gifts rewards frequent shoppers for their gift shop purchases. Program members earn one point for each dollar they spend on eligible merchandise. For every 200 points they earn, they receive $10 in Rewards Coupons to spend in the gift shop. All hospital employees, volunteers, guests and visitors may join the program.
Delivery Service
Lori’s will deliver gifts or special orders to hospital patients on the same day the order is placed – at no additional charge! Lori’s will be glad to provide the hospital with a template of a customized Delivery Service Brochure that can be included in new patient packets.
Gift Certificates
Gift certificates are available in $5, $10 and $25 denominations. Many hospital administrators keep a supply on hand – they make great rewards gifts to hospital employees!
Hospital Charges
The hospital charge program is always a big hit with the Service Recovery/Patient Satisfaction Department. It enables designated employees to make purchases that are charged back to the hospital. Common department charge items include flowers for a patient, newspapers for busy waiting rooms, or snacks or beverages for a meeting. The department making the charges receives a monthly itemized statement along with a copy of the POS register receipt for each transaction.
Payroll Deduction
Payroll deduction allows hospital employees to make purchases in the gift shop that will be deducted from their next paycheck. Besides being a tremendous benefit for employees, payroll deduction typically increases gift shop revenues by 15-25%. The hospital decides what employees are eligible for payroll deduction and the minimum purchase amount. Lori's has a predetermined corporate maximum amount of $150 per pay period. Lori’s will work with the hospital payroll department to implement payroll deduction in the manner that is most suitable for that hospital. In hospitals that already utilize payroll deduction, Lori’s can frequently build on their existing system.
Promotions and Marketing
Approximately 75% of gift shop sales are made to hospital employees, so we offer a variety of special promotions each month and at holidays designed to appeal to our most loyal customer base. Merchandise sales and discounts, extra Customer Rewards points, and buy-one-get-one-free are some of our more popular promotions. We will gladly assist the hospital in developing custom promotions for special hospital events, such as the opening of a new wing, an important anniversary, or a community open house.
Lori's provides notices about upcoming promotions for the hospital to share with its employees via its newsletter, website or intranet. We will also work with the hospital to ensure that the gift shop is being promoted to hospital visitors in high traffic areas like the main entrance, department lobbies, waiting areas, elevators, in hospital information packets and on the hospital website.
Satisfaction Surveys
To measure customer satisfaction, Lori's has developed a survey that can be distributed to hospital patients, employees or volunteers to rate gift shop product selection, customer service, hours of operation or to provide input on new product requests or other issues. This survey can be distributed via hardcopy or electronically on the hospital’s website. We also utilize secret shopper visits to rate our employees and their customer service skills.
Service Recovery
Lori’s will work with the hospital to assist in Service Recovery efforts or to satisfy other special needs of the hospital. In addition to gift certificates, other popular Service Recovery items include customized floral arrangements and gift baskets. Lori’s can also provide optional customized services that make the gift shop a more valuable benefit to employees and guests and will work to accommodate any reasonable request to satisfy the needs of the hospital. Examples might include selling stamps, metro tickets, parking tokens, or discount movie and theme park tickets at cost; offering additional discounts to designated groups; or stocking and promoting hospital logo merchandise.
Volunteers Welcomed
Volunteers are always welcomed at Lori’s. Lori’s understands that volunteers donate their time to the mission and the vision of the hospital. Volunteers are an asset to any hospital and play an important role in making hospital visitors and guests feel welcomed. Lori’s believes all hospital volunteers are special and rewards them with a 20% discount off regularly priced gift items - excluding special promotions, discounted items, consumables, flowers and certain designer items.