,how ,department ,stores ,are ,carried ,on ,,by ,w4 ,b4 ,,phillips ,illustration ,,new ,,york ,,dodd1 ,,mead ,,company #aija ,contents4 ,introduction1 #e ,general ,principles1 #g ,the ,management1 #aj ,the ,system1 #ab ,advertising1 #ae ,the ,buying ,organization1 #be ,receiving ,goods1 #cb ,taking ,care of ,stock1 #cd ,serving ,customers1 #ce ,exchanging ,goods1 #ch ,floor ,managers and ,ushers1 #dj ,making out ,checks1 #dc ,inspecting1 ,checking and ,parcelling ,goods1 #df ,collecting ,goods for ,delivery1 #dh ,delivering ,goods1 #ea ,stables1 #ed ,cash ,office1 #eg ,check ,office1 or ,auditing ,department1 #eh ,c4 ,o4 ,d4 ,business1 #fj ,the ,mail-,order ,business1 #fb ,catalogues1 #gc ,receiving and ,opening ,mail1 #ie ,book-keeping1 ,buying1 ,checking1 etc41 #ajj ,assembling and ,packing ,mail-,order ,goods1 #ajf ,goods sent by ,mail1 ,correspondence1 ,paying for ,goods1 etc41 #aaj ,filing ,correspondence1 #aag ,special ,orders1 #aai ,returned ,goods1 ,exchanges and ,complaints1 #aba ,samples1 #abc ,keeping ,employees' ,time1 #abe ,employing ,help1 #abh ,paying ,wages1 #acj ,watchmen1 #aca ,general ,rules for ,employees1 #acc ,mechanical ,section1 #aci ,,introduction4 ,no other branch of business can bear comparison with the wonderful results achieved by ,department ,stores1 such a success as has made them the wonder of modern merchandising4 ,these stores1 that have grown to greatness from small beginnings1 have a force and power behind them that commands general interest4 ,their store-keeping rests upon certain well-defined principles1 and not upon chance1 sensations or experiments4 ,it is not the intention in this volume to prejudice public opinion against ,department ,stores4 ,no attempt has been made to enumerate any reasons why they exist and flourish1 nor any effort made to prove that they are a necessity1 or otherwise4 ,whether they promote and build up the best interests of the people and country at large1 or are detrimental to them1 is a question on which intelligent opinion is largely divided4 ,the fact remains--a plain indisputable fact--that they do exist2 that they have had a tremendous growth in recent years1 both in ,europe and ,america2 that organizations of this character beginning a few years ago have developed into the largest and most successful mercantile institutions in the world4 ,the author1 from several years' practical experience1 having been closely identified with the policy adopted1 and with all the detail of system employed1 in running one of the largest ,department ,stores on this continent1 having visited at different times the trade centers of ,america1 and examined carefully into the systems employed in other stores of a similar character1 and made careful comparisons1 is satisfied that the enquiring public will appreciate the endeavor to give them an intelligent idea of ,how ,department ,stores are carried on4 ,general ,principles4 ,one of the great underlying principles of ,modern ,department ,stores is cash4 ,buying and selling for cash4 ,cash and one price4 ,some deviations are made from this rule1 according to existing conditions in different business centers2 but this is exceptional1 the larger percentage of trade being strictly cash1 and this fact has contributed largely to the general success4 ,a few years ago nobody sold for cash4 ,nobody in those days marked the price on goods in plain figures and stuck to it4 ,to-day this is done1 and is acknowledged to be highly satisfactory4 ,the first aim is to get the best and choicest goods direct from the makers2 and1 second1 to have the lowest prices1 thus enlarging the purchasing power of every dollar4 ,a ,department ,store is different from the ordinary store1 by being big enough to deal in almost everything that people need2 handling merchandise of every class that goes well together for all sorts of people2 providing the means of doing everything quickly1 easily1 cheaply4 ,a store large enough to accommodate thousands of shoppers arranged to serve a purpose4 ,floor upon floor filled with merchandise1 broad aisles1 easy stairways1 elevators to do the stair climbing1 cash system for quick and easy change-making1 with all the newest ideas in store mechanism2 places to sit1 wait1 meet1 lunch1 talk and rest2 in short1 an ideal place to shop in4 ,everything done that can be done to study the convenience of customers and look after their interests4 ,this constitutes one of the greatest factors in the success of modern retailing4 ,looking after the customer4 ,looking after them in such a manner that the service is an attraction in itself1 that shopping is made easy and comfortable4 ,service is what these stores are for4 ,complete service in every detail1 beginning with the purchase of the goods1 and ending with delivery to customers1 guaranteeing every article sold to be exactly as represented1 or cheerfully refunding the money4 ,the development of these great businesses is largely the product of better service1 and this service has been effective in winning the favor of shoppers4 ,the strength of these organizations1 while centered in well-known principles strictly adhered to1 is backed up by a well-defined system of government1 including all departments1 and the development of this system has had a great deal to do with the success of present-day business4 ,the principles referred to build up and support the business1 but it is the careful management and perfect system which controls4 ,the ,management4 ,the central point around which the whole organization of ,department ,stores gather is the man1 or men1 who put up the capital2 who own1 control and manage the business2 and who insist that the profits shall be consistent with their expectations4 ,they not only put up the cash1 but define the policy of the business1 and organize and develop the system under which it operates4 ,the organizing and executive ability1 as well as the faculty of knowing men1 must be largely displayed2 knowing men1 and how to combine them2 knowing how to use their capabilities and energies1 how to bring out all their qualifications and all their ambitions4 ,the management must be of large perspective and broad experience1 make a close study of store-keeping ways and methods1 be quick to take advantage of every new idea in service and appointments1 and enterprising in everything that goes to make a business strong and successful4 ,associated with the head of the business1 usually selected from active workers who live with the business every day1 are a few who are taken into intimate relations with the business policy1 and who very materially assist in its development1 and in the working out and building up of the system by which the business is carried on4 ,capable1 intelligent1 energetic1 lieutenants1 who are intensely interested1 and who exhibit no lack of earnestness or energy2 who are imbued with implicit faith and confidence in whatever may be advocated and decided upon1 and who direct their best efforts to its accomplishment4 ,the ,system4 ,the system that dresses the windows with attractive goods1 that provides the special bargains1 that furnishes such a variety of goods comprising nearly everything that people wear or use1 that gives a courteous and agreeable service under all conditions1 that provides a place to rest when fatigued1 that enables shopping to be done under such favorable circumstances1 that delivers all purchases promptly1 and if a mistake has been made in the selection1 or for any reason goods bought are not satisfactory1 presents no difficulty in their being exchanged or the money refunded2 the system which does all this and more is not the result of accident or chance1 but there is a vast machinery behind it all which directs and controls4 ,but the system must do much more than this4 ,it must provide for getting at results1 and it is in this respect that the perfection of the system is reached4 ,while the store space is divided up into little stores or departments1 under different heads1 who are given every possible leeway in the buying of goods and management of stocks1 yet each head is made directly responsible for everything in connection with this part of the business4 ,each department is charged with the goods bought and with the expense of selling1 and credited with the sales made4 ,each section pays its proper share of all general expenses1 such as delivering goods1 lighting1 heating1 elevator service1 fixtures1 rent1 etc4 ,the system employed enables the head of the business to always know the true condition of each section4 ,it enables him to know1 if desired1 what each individual salesperson does2 how much the total business is of any department on any day2 what the expenses are for any given time2 and these facts are not obtained spasmodically1 but are regularly recorded and made use of4 ,lack of knowledge of the condition of any department does not exist4 ,success1 or the lack of it1 is apparent at once4 ,the truth of ,eternal ,vigilance being the ,price of ,success is here acknowledged1 and in no other business organization is more special care and attention paid to knowing constantly just what the actual results are4 ,advertising4 ,someone has said1 ,the time to advertise is all the time1 and among modern business organizations none more thoroughly recognize and strictly adhere to this statement than ,department ,stores4 ,nowhere else is the science1 the art1 of advertising more intelligently understood1 appreciated and applied4 ,advertising is recognized as the pulse of the business1 the great vitalizing force4 ,the importance of the relation of advertising to business cannot possibly be exaggerated1 and for this reason it is considered most seriously4 ,a recognized authority has said1 ,advertising taken seriously in the retail business makes the policy of the business4 ,it is the fundamental thing1 the corner stone4 ,therefore1 it demands the attention of the head of the business4 ,i cannot think of any concern so large in its affairs1 so extended in its ramifications1 with so many responsibilities resting upon the head of the business1 as to make the advertising subservient to the general management of the business1 to make the head of the business ignore the advertising4 ,the manager of a department1 and the salespeople who are to sell the goods1 should be told the policy of the head of the business so far as advertising is concerned1 and the way the matter is to be presented to the public1 so as to arouse the interest of all4 ,it is important that the man at the head should vitalize the business by making everybody feel and know that the advertising1 the address to the public1 is made in conformity with his wishes1 under his supervision1 and is absolutely part of his plans for disposing of his merchandise4 ,this being so1 the proposition that the advertising of a well-ordered establishment makes the policy of the business is really correct4 ,many methods are made use of to present and keep the business before the public1 but preminently the best and most satisfactory is the newspaper4 ,its columns are recognized as the very best medium for business notices1 going as it does into the homes of the people regularly1 filled with the world's news1 with information for everybody1 about everything from everywhere4 ,the newspaper column is the merchant's platform1 his pulpit from which he speaks to the public4 ,it gives his words thousands of tongues4 ,it is in this way he reaches his audience and tells them about his goods and business4 ,he must talk straight1 and his address must be interesting and readable1 and1 above everything else1 true4 ,it must always have the true ring of honesty1 and advertisements are becoming more truthful every day1 as business men realize that it must be true or it will fail4 ,people judge and form their estimate of a business by the honesty with which their advertisements are lived up to1 soon find the truth-telling places1 and trade gravitates that way with absolute certainty4 ,lying advertisements never built a permanent and successful business4 ,advertising of to-day is honest1 or meant to be1 and1 every day1 people are gaining more confidence in it1 and are understanding more and more that it is a necessary and legitimate part of this business2 in other words1 a ,store ,bulletin1 to which they can refer as an honest statement of what the store has to offer them4 ,advertising properly means attractive news1 news of daily importance1 news which is appreciated and taken advantage of by the most wide-awake1 economical and thrifty4 ,news that must not get old by repetition4 ,there is nothing more important about the business than advertising4 ,of what use to have tons of merchandise to sell if the people are not told about it1 told about it regularly8 ,keeping everlastingly at it4 ,hammering away day after day4 ,continuous effort in the right direction1 systematic1 persistent4 ,the advertising must be clear1 logical and convincing2 containing exact and definite information1 telling the store news plainly and honestly1 telling the people what the store can do for them1 telling it often and in the right way4 ,some departments may be systematized so fine that they don't require such undivided attention2 but the advertising can't run along like this1 but must have constant and careful thought4 ,every advertisement must have careful consideration4 ,carelessness or neglect will lead to serious results4 ,spasmodic advertising won't do4 ,one might as well expect to close the store one day and open it the next4 ,it must be regular1 just as regular as the day comes4 ,attractive advertising becomes a department of the paper1 and people expect it--look for it with the same interest as other features4 ,it is keeping the business prominently before the people and asking persistently for their trade that brings the business4 ,advertising is the greatest force1 the most powerful lever1 for facilitating business4 ,there is a generally-accepted theory that advertising pays1 but ,department ,stores prove by facts that the theory is true4 ,there has been considerable talk about the uncertainty of advertising2 but thoroughly understood and skillfully used in the interest of ,department ,stores1 it has become a most powerful factor in contributing to their general success4 ,back of ,department ,store success1 are earnestness1 persistence1 concentration1 energy2 but between these and achievement stands advertising4 ,as the business grows and is prosperous1 it is due to the controlling factors of system1 merchandise and advertising1 but advertising is the dynamic force which vitalizes all the rest4 ,with this understanding of the important relation of advertising to business1 a decision is arrived at as to the amount of advertising appropriation the business demands1 not a fixed amount--no more or no less--but about the amount expected to be spent1 which depends upon the amount of business necessary to be done1 and is determined by the percentage of profits4 ,a selection is made of the best daily papers1 space secured1 and ,the ,advertising ,department is ready for business4 ,this department is under the direct management of the ,advertising ,manager1 or ,ad4 ,writer4 ,he has a distinct recognition as one having a separate profession1 and must1 if the best results are obtained1 be confidentially taken into the inner workings of the firm4 ,he must be familiar with the history of the business1 its progress and development4 ,while he may not require to know the exact amount of money made1 yet he must know which departments are weak and which are strong4 ,the strength of the best departments must be maintained and increased1 and the weaker ones built up4 ,he should know what the goods cost1 where made1 how bought1 etc41 and receive the hearty coperation of the buyers1 to obtain the necessary information to write up his appeal so as to secure a hearty response from the buying public4 ,he must give an individuality to the store advertising1 and see that every advertisement is backed up honestly1 every promise fulfilled1 and that the information he gives the public is absolutely true4 ,he must keep on file a complete record of all advertising1 and should keep in constant touch with each department's daily sales1 with a view to continual comparison with previous records4 ,he must know what other stores are advertising and see that his prices do not run higher than competing figures4 ,all window dressing1 wagon cards1 display cards and interior decorations should come under his supervision4 ,he must decide the amount of newspaper space for each department2 and though heads of departments may take issue with his decisions1 yet1 as head of the advertising1 he does what he thinks is best1 usually giving space according to the money-making abilities of the departments4 ,he must understand the goods he is advertising1 know all about their uses and superior qualities1 go in amongst the salespeople and customers1 and talk with them1 in order to write convincing money-bringing1 trade-building advertisements4 ,copy should be submitted by departments at least two days before advertisement appears1 in order that he may give it proper attention1 prepare the cuts used in illustrating1 have his copy to the papers early1 proof carefully read1 and any corrections made4 ,he must study the character of his illustrations1 the display part of the advertisement1 and having secured a distinctive cut or style of the firm name must stick to it1 as it adds an individuality to the advertising4 ,the type used must also be selected1 usually good1 clear and legible1 easily read1 but characteristic1 so that it distinguishes his ,ads4 from all others1 and advertisements should always appear in the same position on the same page1 so that the public know just where to find them4 ,he must not only look after all the detail connected with the advertising1 but must be able to analyze the conditions which confront him1 grasp every possibility of the field1 be wide awake to every change1 sensitive to every trade throb1 and have such a command of the ,english language as will express his ideas in a captivating and original manner4 ,he is the artist who1 having the ability and talent1 either inherent or acquired1 paints the picture that attracts2 and who1 when backed up by good merchandise1 right prices1 perfect system and careful management1 becomes a great business force and an indispensable adjunct to present-day business4 ,the ,buying ,organization4 ,a large force of experienced buyers are constantly employed1 who visit the world's markets at regular intervals in search of new goods4 ,the aim is to save all intermediate profit1 by buying direct from the makers1 making direct connection between the manufacturer and consumer1 and thus getting as near as possible to the actual cost of production4 ,hundreds of thousands of dollars are represented in the several stocks purchased4 ,assortments must be complete at all times1 and there must be a constant income of new goods4 ,as fast as one thing sells1 another must take its place1 and no interest must be overlooked in the buying4 ,buying in great quantities1 they are enabled to send buyers regularly to the great manufacturing centers and leading sources of supply4 ,prices are low in proportion as orders are large1 and ready cash secures the best trade discounts4 ,to collect such a wealth of goods and have styles and qualities just right1 means a good deal4 ,it means that the whole range of merchandise must be known4 ,to get the best in the world for the money1 and keep assortments complete the season through1 calls for careful calculation4 ,the varied human needs of civilization are to be satisfied1 and each buyer in his own particular lines must be a man of large experience1 of most excellent judgment1 and high mercantile ability4 ,they must know the merchandise they buy1 that such a factory has the best reputation for one line1 that this mill excels in another class1 never buying anything simply because it is cheap1 but picking out the best manufactures in each department1 always maintaining a strict standard of reliability2 and that the goods are well bought is demonstrated by the persistent growth of the business4 ,they buy to unusual advantage by reason of ready money and the great outlet for all classes of merchandise4 ,several of the largest stores render valuable assistance to their buyers by establishing permanent foreign buying offices1 thus enabling them to keep in close touch with the newest styles and novelties2 and from these offices the shipment of a considerable amount of foreign goods is managed1 the service being so facilitated and systematized that a prompt and rapid delivery of goods is effected4 ,but the buyers' duties do not end with the purchase of goods4 ,he is also manager of the department which is made up of the various lines he buys1 and is responsible for the proper management of the same4 ,in his absence while buying1 he must provide a capable assistant to represent him and the department1 one whose services are esteemed as second only to his own1 and who1 if need be1 in many instances is quite capable of acting as buyer and manager in his stead4 ,he is given almost complete control of everything pertaining to his department1 must sell the goods he buys1 and his permanent position depends entirely upon the success with which his department is handled4 ,as head of a department1 he is expected to comply with the rules of the house and set an example to all those under him4 ,he should be first in the department in the morning and last to leave in the evening4 ,he should be thoroughly acquainted with all rules pertaining to employees1 and any new instructions which may be issued from time to time1 and see that they are carried out4 ,he is expected to use his best efforts to aid salespeople in making sales1 instruct inexperienced help how to handle and display goods1 how to wait on customers1 make out checks1 and1 in fact1 see that all duties are intelligently understood4 ,it is not sufficient that new1 inexperienced help be given a number and salesbook and told to go ahead1 but thorough instructions must be given as to the methods of doing business4 ,in order that enquiries of customers may be intelligently answered1 he should know the location of all the stocks of the house4 ,if travelers' samples are to be examined1 it should be done in the sample room provided for that purpose1 and in forenoons only4 ,only in special cases is it permissible to examine samples in the afternoon1 as he is expected to be in his department during the busy hours of every day1 to watch the trade and see that customers are properly waited upon4 ,certain expenses are almost wholly within the control of heads of departments1 and must be watched by them with the greatest care4 ,this is especially true as applied to the amount of help employed4 ,by using care and judgment1 it is often possible to do with less help1 and thus reduce the cost of selling4 ,this is largely supplemented by watching the sales of each salesperson1 and enquiring carefully into any cases where there is a falling below the average percentage of cost4 ,he should see that all advertised goods are properly displayed at the counters1 and that all the people in that section are promptly notified of all particulars1 such as quantities to be sold1 price1 etc4 ,he should see that all slow-moving goods are reported promptly1 and goods must not be allowed to get old1 but be moved out quickly4 ,any goods that do not move readily must be got rid of--cleared out--whatever cash value they have must be secured1 and at once1 and no matter at what sacrifice2 it being considered best to get what you can for them immediately1 and replace the stock with something that will sell readily4 ,he should furnish a complete statement of stock to be purchased and hand the same to the office a reasonable time before going on a purchasing trip1 and must have the sanction of the office to the same4 ,buyers are expected to respect the limits placed and not to exceed the figures sanctioned2 but if the market is showing any special lots of goods which in his judgment should be bought1 or he is confident that a saving will be effected on goods which are likely to rise in value by buying heavier1 considerable latitude is permitted4 ,all business correspondence for the house should be handled through the regular correspondence office1 be submitted for approval1 and signed only by those authorized4 ,the buyer's work bears such important relations to the business1 both in the selection of goods and in the direct management of his department1 that his qualifications must be the best1 in order to render such a service as is desired and demanded4 ,receiving ,goods4 ,a general receiving room for all case goods and packages is provided4 ,space is allotted to each department1 and all goods bought must pass through this room before going into stock4 ,porters prepare all goods for examination1 by removing lids of cases1 opening packages1 putting aside all paper1 canvas1 etc41 which is held for reference until goods are checked1 and goods are then placed in proper department space ready for the department managers4 ,heads of departments are usually notified each day of all goods to be marked off the following day1 and furnished with invoices of the same4 ,the receiving room is usually open for checking purposes from #h ,a4 ,m4 to #aj ,a4 ,m4 only1 and goods must not be checked off nor removed from this room during any other hour of the day1 except by special permission4 ,goods are called off by assistants1 checker compares with invoice1 selling price and stock number are entered on goods1 and selling price marked on invoice4 ,until properly marked off1 no goods are allowed to be sent out of the receiving room4 ,if goods do not come up to sample1 and are to be returned1 it must be done at once1 and shipper advised4 ,in case of errors or shortages1 they must be certified to by two or three competent persons4 ,all invoices should be returned to the office as soon as goods are marked off4 ,receiving room should be closed at #aj o'clock sharp1 at which time all department managers and assistants should be back in the selling departments4 ,heavy goods1 such as furniture1 wall paper1 etc41 are received in their respective stock rooms and checked off in the same manner4 ,goods should never be received without an invoice4 ,taking ,care of ,stock4 ,salespersons must keep in good order all stock under their charge4 ,customers of the house1 as well as those in authority1 readily recognize who takes an interest in the business1 by the display and arrangement of the stock4 ,no excuse can be taken for merchandise that does not present a clean1 attractive and presentable appearance4 ,every article should be properly marked or tagged1 and each piece of goods ticketed in plain1 neat figures1 so that a glance will tell price1 size1 etc4 ,no matter what the stock is1 it should be attractively displayed1 and the display changed regularly1 having a suitable card on all goods so exhibited4 ,when a sale is completed and clerks are through showing goods1 they should be replaced as soon as possible1 thus avoiding confusion and keeping the selling space clear and in good shape for new business4 ,serving ,customers4 ,all customers should be waited upon with equal promptness and politeness1 no matter whether the purchase is large or small1 whether it is simply an enquiry or an exchange of goods4 ,there should be no favorites among customers4 ,first come1 first served4 ,a customer who is being served should never be left because a liberal buyer1 who is well known1 approaches the counter4 ,goods must not be misrepresented4 ,customers buy upon the understanding that they can get their money back without argument1 therefore only true representation must be made4 ,exaggerated statements1 or trickery in selling goods1 is not permitted4 ,in all matters relating to the business of the house the greatest courtesy is required4 ,clerks are expected to accommodate themselves1 as far as possible1 to the peculiarities of those they are serving1 being civil and polite in their attentions4 ,should articles asked for be in another department1 customers should be informed where they may be obtained2 and if clerks don't know1 they should refer to the floor manager4 ,if clerks don't happen to have just the article the customer asks for1 they should show the nearest they have in stock1 and if that won't answer the purpose1 consult the head of the department1 and possibly it could be procured4 ,they should try and understand what the customer wishes and get it as near as possible1 never showing too many goods at a time1 as it is confusing and often results in the loss of a sale4 ,if a second customer is waiting1 a disengaged clerk should be called4 ,if all are busy1 customer should be asked to be seated until one is disengaged4 ,the undue urging of merchandise upon customers is not countenanced1 nor yet is indifference in the slightest degree permitted4 ,while large sales are important factors with all salespeople1 and largely form the basis for salary paid1 yet genuine interest in their duties1 the exercise of patience1 showing goods pleasantly and cheerfully1 polite attention and care in waiting upon customers1 are also very important factors in the recognition of value of services4 ,clerks should always leave a good impression and never let customers go away feeling that they have been treated in an overbearing or uncivil manner1 as it hurts the clerks personally and also the house4 ,the interests of employer and employee being identical1 better opportunity for advancement and greater compensation is assured the more the store prospers4 ,upon all matters1 under all conditions1 the greatest courtesy is insisted upon4 ,exchanging ,goods4 ,the general understanding existing with ,department ,stores concerning merchandise sold is1 that if for any reason it is not satisfactory it may be returned and exchanged or money refunded1 on customer's request4 ,this understanding1 however1 has some qualifications1--such as articles that have been worn1 when such a time has elapsed between the purchase and return as to render articles unsalable1 goods made to order according to measurements1 toilet goods1 etc42 but1 with few exceptions1 the almost unalterable rule is to exchange cheerfully1 to avoid unnecessary questions or remarks1 rather preferring to be occasionally the subject of imposition than to leave an unpleasant impression4 ,where an exchange is desired in the same department as purchase was originally made1 an exchange bill is issued4 ,should the customer select other goods of less value than the exchange bill1 the cash office1 when new check and exchange bill are received1 will return the difference in change4 ,the exchange bill1 when signed by the head of a department1 or one authorized1 is good for its value in any department2 and should the customer not be able to make a suitable selection1 this bill1 when properly stamped or signed1 is good for cash on presentation4 ,these exchanges1 as collected and audited1 are usually deducted from each department's daily sales4 ,floor ,managers and ,ushers4 ,floor managers must be thoroughly familiar with and see to the enforcement of the rules of the house1 as applied to their sections4 ,they must see that each department in their division is promptly prepared for business1 covers off1 and everything in order1 and must have a general supervision over their division4 ,aisle space1 circles and fixtures must be kept scrupulously clean4 ,all cardboard1 paper1 twine1 boxes1 etc41 removed from goods sold during the day1 must be sent from the departments at regular intervals1 and not allowed to accumulate and present an untidy appearance1 being first thoroughly examined1 to see that no goods are contained4 ,sweeping should be avoided as much as possible during the day1 but the departments at all times must be neat and clean in appearance4 ,they should not allow cash boys or parcel boys to loiter in their division1 and should see that all customers are properly served1 and the greatest courtesy and politeness shown them1 whether buying or simply looking at goods4 ,strangers from out of town visiting the store should be made to feel at home1 and particular attention paid them4 ,should they desire to be shown through the store1 it should be arranged4 ,they should be impressed with the manner of doing business1 and this effect is best secured where consideration is shown them4 ,it is better to answer the inquiries of customers by accompanying them to the department asked for and requesting a salesperson to wait on them1 rather than pointing to that department1 and much better to name the salesperson than to use the word forward4 ,they should see that goods do not collect at any time at the parcel desks1 but that they are removed by carriers promptly4 ,they should attend1 in case of sickness or accident1 to any customer1 see that they are taken at once to the place provided1 and report the same4 ,any claims or complaints of customers should be referred to them1 and their best efforts used to adjust any errors made1 and1 where necessary1 refer them to the ,complaint ,department4 ,they should see that customers returning goods for exchange1 or desiring money returned1 are promptly and properly served4 ,they should bring to the notice of the house the existence of inefficient or inattentive help1 and report anything which in their judgment should have attention4 ,making ,out ,checks1 ,etc4 ,this is not as simple as it may appear1 and to master it thoroughly requires time1 care and attention4 ,whether it is filling out a purchasing ticket1 a ,c4 ,o4 ,d4 check1 or a regular sales check1 special care must be exercised1 as one cannot afford to exhaust the patience of customers by exhibiting a lack of knowledge4 ,every check in a check book should be accounted for3 a spoiled check should be marked ,nil or ,void1 be signed by one in authority and sent to the cashier4 ,quantity1 goods and prices should always be written plainly1 all blanks properly filled out1 plain1 neat writing1 and particularly good figures4 ,salespeople are usually held responsible for all errors made in checks or on purchasing tickets1 and should always use their own book4 ,they should always mention to customer the amount of money received1 and enter the amount on their check at once4 ,many people strictly honest might forget what money they handed in1 and when change is returned might claim that the bill given was of a larger denomination4 ,repeating the amount received will avoid argument afterwards4 ,duplicates should be closely examined1 to see that the black-leaf impression is good4 ,change should be counted in giving it to customer1 and where goods are to be sent1 the name and address given should be repeated4 ,the use of purchasing tickets should be encouraged4 ,customers should be asked if they intend making further purchases1 and the use of purchasing ticket suggested4 ,the delay in settling for each purchase is thus avoided and customers' time is saved1 as they can pay for all purchases at once4 ,salespersons should see that their department letter is on their check book4 ,check books should commence with ,no4 #a and run consecutively to the end1 and should be examined to see that none are missing1 and checks should never be altered4 ,all checks should be sent to the cash office immediately upon being made out4 ,inspecting1 ,checking and ,parcelling ,goods4 ,parcel desks are usually conveniently located at all counters1 for the purpose of examining and wrapping goods sold4 ,all goods sold1 whether taken by customers or sent by the delivery1 should first pass through the parcel desk4 ,goods sold should be passed to the parcel desk by the salesperson with the bill1 and they should always be examined carefully1 to see that they correspond4 ,price1 quantity1 number of yards1 etc41 should be checked and goods should be examined1 to insure their being in perfect condition1 not cracked1 soiled1 or injured in any way4 ,should goods when compared with bill be found short or over1 marked wrong1 or not satisfactory in any way1 they should be returned to the salesperson at once1 with refusal to parcel goods until everything is ,o4 ,k4 ,parcels should not be given to customers1 but handed back to the salesperson direct4 ,every taken parcel should have the sales number marked on the outside4 ,when parcels are to be sent1 the address should be on the bill and also on the address slip1 and they should always compare4 ,care should be exercised in handling goods likely to be soiled1 crushed1 broken or damaged4 ,where necessary1 they should be put in boxes or sent to be specially packed4 ,every parcel should be securely and properly wrapped1 using no more paper or twine than is necessary4 ,goods to be sent should not be held at the desk1 and if carriers delay unnecessarily in calling1 the matter should be reported to the head of the department or floor manager4 ,attention should be paid to the order in which parcels are handed up1 so that customers will receive their purchases in the order in which they have been served4 ,all desk supplies1 such as paper1 bags1 twine1 purchasing tickets1 etc41 should be obtained in the morning1 at which time the stock-supply room should be open4 ,collecting ,goods for ,delivery4 ,goods to be delivered are usually divided into two classes1 individual purchases styled ,sent ,parcels1 and collective purchases made on purchasing tickets4 ,checks for sent parcels when made out in salesperson's check book in duplicate1 with name and address slip and hour of delivery1 should be separated1 one half going to the cash office with the cash received1 and the other half going with the goods4 ,checks made out for purchases on purchasing tickets are usually different in color from ordinary sales checks1 and are attached to purchasing tickets4 ,as made out by salespersons in duplicate1 one half is detached with address and sent with the goods1 and the other half remains attached to the purchasing ticket until the purchase is completed4 ,goods sold are immediately wrapped1 carriers called and goods are delivered through slides1 elevators1 etc41 direct to the shipping-room floors4 ,sent parcels are separated from others and address label attached4 ,goods bought on purchasing ticket are placed in compartments whose number corresponds with the number on checks received with goods4 ,as customers finish buying1 they visit the pay office1 where cards are handed in1 totalled1 cash paid1 instructions as to delivery entered on the card1 which is handed to the sorting section4 ,goods are here checked with card1 to see that they correspond by number and amount1 the address is carefully examined1 when parcels are wrapped and passed to the delivery section1 where they are assorted as to routes1 entered on drivers' sheets by name1 address1 number of parcels1 and checked off when given to drivers4 ,salespeople are always kept informed as to the regular hours of deliveries1 and signal bells are usually rung notifying each department before each delivery closes4 ,no parcels should be promised for that delivery after the bell rings1 and all goods to be sent by that delivery should be in the delivery room a few minutes after the bell rings4 ,all arrangements for special deliveries should be made at the pay office1 and all parcels should go by the delivery marked1 if received on time4 ,delivering ,goods4 ,drivers should know their routes thoroughly1 so as to deliver with as much despatch as possible4 ,when delivering1 they should wear uniforms 7a portion of the expense of which is usually paid by the house74 ,they should be kept neat and clean1 and when repairing is needed it should be done promptly4 ,drivers are usually held responsible for damages or breakages1 resulting through carelessness or neglect1 either to goods or rig1 and must account for horse covers1 blankets1 rugs1 etc41 with which they may be supplied4 ,drivers should always weight their horses when leaving the wagon4 ,each driver should be given sufficient money for making change1 which he must have with him on each delivery for ,c4 ,o4 ,d4 parcels1 and excuses1 as a rule1 are not accepted for the non-delivery of a parcel on account of inability to make change4 ,drivers should not allow ,c4 ,o4 ,d4 parcels to be opened without an order4 ,customers should be told that this rule cannot be broken2 but if they pay for goods that are not satisfactory they can be returned and the money will be refunded4 ,drivers are held responsible for all parcels entered on their sheets1 and should check off these parcels at the store1 placing them in the wagon in the order of delivery as near as possible1 thus saving time in sorting up their loads while on the route4 ,amounts due on ,c4 ,o4 ,d4 parcels should be compared with entry on ,c4 ,o4 ,d4 sheets1 to avoid mistakes4 ,when the delivery is completed1 sheets should be signed and returned1 and if1 for any reason1 any parcels have not been delivered1 satisfactory explanations should be given4 ,any repairs needed should be reported upon arrival at the stables4 ,notes should be made of any complaints from customers and the same reported4 ,when instructions are given to call for customer's goods1 they should be got at the first opportunity and handed over to the proper person4 ,if not able to obtain them1 the reason should be given4 ,under no circumstances should passengers be carried while delivering goods4 ,special instructions are usually issued for extra deliveries before holidays1 or on extra busy days4 ,stables4 ,the stables are usually models of neatness and perfect in arrangements1 every modern convenience being brought into use1 providing accommodation for a delivery system of hundreds of horses and wagons used daily in delivering goods in the city and suburbs4 ,heated throughout with steam1 lighted by electricity1 and electric power applied to rotary brushes for grooming1 hydraulic elevator service capable of lifting tons of feed and grain to upper floors1 basement fitted up with complete blacksmith shop for horse shoeing1 wagon and sleigh repairing4 ,ground floor space is usually devoted to wagons1 each having its respective station4 ,easy stairways provided for horses to reach the upper floors1 which are constructed to bear almost unlimited weight1 divided into rows of stalls with aisle space between4 ,harness rooms1 cleaning rooms1 harness repair shop1 hospital for sick horses1 paint room1 etc41 together with the most modern machinery for grinding and chopping feed4 ,the stables must always be kept clean and well ventilated4 ,horses must never be taken out without being fed1 watered1 cleaned and properly shod3 a lame or sick horse should never be used4 ,harness should be washed and cleaned regularly1 wagons oiled1 tightened up and kept clean4 ,nothing should be allowed to leave the stables except in first-class condition4 ,all repairs should be attended to at once4 ,wagons should be at the store in time for all deliveries4 ,a record should be kept of the men's time and sent to the office regularly4 ,drivers' and stablemen's wages should be obtained on pay day2 the pay roll should be signed by each one1 and returned to the office4 ,all ,c4 ,o4 ,d4 money received from drivers at night should be put in sealed envelopes and placed in safe keeping4 ,a watch should be kept in the stables at night1 and a regular patrol made to see that all horses are properly fastened1 blankets on and everything in good shape4 ,wagons should be washed at night and wagon signs thoroughly cleaned4 ,all wagons should be examined carefully1 and a written report handed in of all repairs needed1 together with wagon number4 ,all fire pails1 hose and appliances to be used in the event of fire should be examined regularly1 to see that they are all in good working order4 ,general ,cash ,office4 ,a central cash office is established for receiving all receipts from sales made1 and arranged for quick and easy change-making4 ,as a customer makes a purchase1 a duplicate of the check or bill made out for the same1 together with money received from customer1 are sent direct to the cash office1 the most improved method being by pneumatic cash carriers4 ,as received1 checks are placed on file and any change returned to clerk4 ,thus the totals of checks and receipts of each cashier's desk must agree4 ,each cashier makes up a report of the amount of cash received1 and cash is given head cashier1 who recounts it4 ,the checks of each cashier are kept separate and sent to the auditing office1 where they are totalled1 and this total must agree with the amount of cash in the head cashier's hands1 and correspond with the amount on cashier's report4 ,check ,office1 or ,auditing ,department4 ,this department should make up the total receipts of each cashier by the sales checks received1 compare them with cashier's report1 and recheck until they are found correct4 ,it should also make up each department's sales1 arrange each salesperson's checks into original book form by number1 and report any missing checks1 auditing all checks and reporting any errors4 ,the work of obtaining the different totals required is greatly facilitated by the use of adding machines1 which insure both accuracy and despatch4 ,this auditing of checks thus provides a positive check upon the amount of cash received by each individual cashier1 furnishes an accurate account of the exact amount of business done by each department1 and the total daily business done by the house1 besides showing the exact amount of goods sold by each individual salesperson1 which may be made use of to estimate their value as compared with each other1 and largely governs the individual wages paid4 ,c4 ,o4 ,d4 ,business4 ,large amounts are represented in the business as sold and paid for1 cash on delivery1 and1 therefore1 this branch is given special attention4 ,special ,c4 ,o4 ,d4 books are furnished every department1 and such special care exercised in recording the amount to be paid1 address1 etc41 as will prevent any errors or misunderstandings4 ,all ,c4 ,o4 ,d4 parcels are entered upon special sheets or books provided drivers1 and are checked off as paid in by drivers at the ,c4 ,o4 ,d4 office with the record kept there1 which should show the customer's name and address1 department that goods were bought in1 who sold them1 the amount of the ,c4 ,o4 ,d41 the date and amount paid4 ,where goods are sent to distant towns1 and considerable time must elapse before returns can be made1 these outstanding ,c4 ,o4 ,d4's must be watched closely1 checked up regularly2 and in the event of any unnecessary delay corresponded about1 and such knowledge obtained as will furnish accurate information about each individual account4 ,the ,mail-,order ,business4 ,the mail-order trade as associated with ,department ,stores began in a very small way3 it began with a few requests from customers out of town asking for samples and prices of certain goods1 a few letters of enquiry regarding one thing and another4 ,these requests and enquiries1 properly answered1 brought in the first orders1 which were carefully filled to the satisfaction of the customers4 ,they told their friends about it1 and more enquiries were answered1 more orders received4 ,this encouraged some effort1 and special circulars or booklets were issued telling about the store and goods4 ,these were mailed to regular customers1 and a few thousand extra sent to carefully-selected names of possible customers1 until gradually extra help was required to attend to these orders1 to answer the correspondence1 etc42 and it was found necessary to systematize this branch of the work1 to organize and establish a ,mail-,order ,department4 ,the mail-order trade grew up side by side with the store trade4 ,when the store was young and variety of goods small1 the mail-order trade was limited2 but as the store grew1 as extra space was needed for increased service1 and new goods and new departments were rapidly added1 the mail-order trade increased in proportion1 keeping abreast of it all the time4 ,mail-order customers could not know but very little about the house they dealt with except through advertisements1 or from hearsay1 and1 therefore1 the reputation of the business depended upon the goods sent and the treatment they received4 ,the foundation of this business was well laid from the beginning4 ,the principles inculcated were that a clear understanding must exist between the house and the customers--that goods would not be misrepresented1 that customers would be told in plain words what they were1 and that they would be found to be exactly as represented1 or that their money would be refunded2 and that's what they wanted4 ,the management and method were perfected1 and the responsibility of handling the business fully recognized1 and an honest endeavor made to satisfy every reasonable demand4 ,they realized that it is one thing to create a business of this kind1 and another thing to retain it2 that it costs more to get a new customer than to retain one already secured4 ,anything1 therefore1 that would destroy the confidence of a customer in the house or leave an impression that would tend to injure trade must be strongly condemned1 and to strengthen this position a personal interest in every order was encouraged and insisted upon4 ,mail-order buyers must learn to interpret the customers' wants1 and see that the detail of every order is carefully attended to4 ,the correspondence must contain the fullest explanations2 the goods must always be properly checked1 packed and shipped2 and every head of every department must take a lively interest in this work1 and impart that interest to the salespeople2 and only so far as this personal interest extends1 from cash boy to president1 does the business prosper4 ,upon this foundation has been raised a business of such proportions that it scarcely knows any limits1 and wherever telephone or telegraph1 mail or express1 reaches1 there you will find this business represented4 ,distance makes no difference4 ,customers served at any time and in any place4 ,catalogues1 representative of the entire stocks of these large houses1 are issued from time to time1 and regularly find their way into the people's homes1 no expense being spared to keep customers informed regarding goods and prices4 ,the methods employed have won their trade1 and fair treatment retains it4 ,the tremendous growth of this business is the most satisfactory proof that it has succeeded4 ,it clearly demonstrates that they have the confidence of their customers everywhere1 that buying in this way is becoming better understood and appreciated2 and that the method of shopping by mail is no longer an experiment1 but1 beyond argument1 is an acknowledged success4 ,a perfectly organized mail-order department is a distributing agency for the whole country1 requiring a perfect system1 demanding intelligence1 exactitude1 and promptness1 carefulness in filling1 and despatch in sending orders4 ,it reaches out for the trade of people in distant towns and villages4 ,these places are full of bright1 intelligent people1 whose ability to buy is unquestioned4 ,they are reached only by intelligent and truthful advertising4 ,the mails take the counters of the big stores to the doors of these people4 ,they like to shop by mail4 ,they like to get samples and catalogues1 and to make a selection of city goods1 being strongly impressed that they get something different from what the local dealer supplies2 something their neighbors haven't got1 something stylish1 exclusive4 ,the means of communication are better and quicker than ever before4 ,whoever can write a letter can send for nearly everything they want4 ,wherever the catalogue goes the store goes4 ,some of the appeals made1 statements advanced1 and arguments used to influence and encourage trade among out-of-town customers might be classified as follows3 ,whenever you order1 always bear this in mind1 that if you don't get goods as represented1 back goes your money to you as soon as you want it4 ,the smallest order you send will receive the same prompt and careful attention as if it were ever so large4 ,where you and your neighbors order together1 goods can be packed separately and forwarded in one shipment1 thus making the charges low4 ,selling goods at fair prices every day should interest you4 ,it may be a satisfaction to select goods yourself1 but your orders by mail will be promptly and faithfully executed4 ,out-of-town customers always get the benefit of any reduction in the price of goods4 ,freight is a small item where customers are saved many times the cost of transportation4 ,you are at absolutely no risk whatever in ordering by mail1 as you always get the best and pay the least4 ,samples and prices are sent free of charge1 therefore there need be no hesitation in asking for them4 ,a trial order will convince you that it will be filled carefully and promptly4 ,if goods are not all right1 you don't have to keep them4 ,the goods offered are bought for cash in large quantities1 sold direct to customers for cash and not through agents1 therefore the traveling man's salary and expenses1 the middleman's profits1 his losses and poor accounts1 are not paid by you4 ,mistakes are rarely made2 but always rectified4 ,where there is the slightest cause for complaint1 if you write fully1 everything will always promptly be made right4 ,the bigger saving is made on the bigger order you send4 ,no charge is made for packing goods1 and they always open up in first-class condition4 ,your money is refunded every time if you are not satisfied4 ,goods are bought direct from the manufacturer1 and then go direct to you4 ,your smallest order will be filled at the same price as the customer who buys a thousand dollars worth4 ,goods marked at one price only4 ,isn't it much more satisfactory and much easier to sit down at home1 look over the catalogue1 select the goods required and mail your order1 than to depend upon stores where the stock is small as well as assortments incomplete1 and get something that does not give you half satisfaction1 notwithstanding that you do pay an extravagant price8 ,if an error is made1 and it's not your fault1 you are not asked to pay any expense incurred4 ,some of the most successful men of the day give you in the catalogue sent the benefit of their thought1 experience and hard work4 ,it may be a surprise to compare catalogue prices with others1 but always a favorable one for the catalogue4 ,confidence in the goods offered at the prices asked was established long ago4 ,the man is prosperous who saves a dollar on this and a half dollar on that3 the prices quoted help you in this direction4 ,the goods offered are exceptional1 on account of the price2 and rare1 because of their exclusive style4 ,honest value is guaranteed for every cent you send1 or it is sent back again4 ,it pays you to deal where no false representations are made1 but where goods are sold exactly as advertised4 ,the goods offered are honest1 the prices are right1 customers are every-day honest people2 and that's why it's easy to do business together4 ,you don't save the freight when you buy at home2 the freight and a big profit as well are added in the price4 ,the whole truth of the matter is--what promises are made1 are kept4 ,it is the belief engendered in the truth of these and other statements1 the influence they exert in convincing1 and the persistent method of keeping it up1 that attracts this particular trade2 and the faithfulness with which all promises are kept1 all obligations fulfilled1 that builds the business up on the lines of perfect confidence and retains it4 ,all may not be agreed upon the effect the response to this method of doing business has upon the country at large2 but it is1 nevertheless1 a fact that the people everywhere are giving their material support to houses whose advocated policy is to supply them everything on which they can save them money1 and it has proved to be a pronounced success to the promoters4 ,the possibilities of increased trade through the medium of the mail-order department appear almost unlimited4 ,the amount of business that may be done has evidently never yet been measured1 and no other branch of the business is apparently as capable of as large development as the mail-order trade4 ,catalogues4 ,the general catalogue of ,department ,stores stands in the same relation to the mail-order trade as the newspaper does to the store trade4 ,it is the chief medium for mail-order advertising4 ,though supplemented in various ways by special advertising1 yet the catalogue stands distinctly alone as the indispensable means for securing and retaining the trade of out-of-town customers2 and bearing this important relation to the business1 extraordinary care is exercised in its preparation from start to finish4 ,it is the silent traveler1 the individual salesman2 and as the highly successful representative salesman must have qualifications that bring business1 so the catalogue must have the essentials which will insure successful results4 ,these consist of appearance1 paper1 printing1 illustration1 arrangement1 description1 goods1 prices1 etc42 all of which must be thoroughly understood and intelligently carried out1 not only in the relations they bear to each other1 but also in the relations they all bear to the general effect and result4 ,the quantity to be issued is first decided1 depending upon the number of present customers to be provided for1 and the additional quantity required for extra circulation to influence new trade1 which increase depends upon the amount of new business likely to be done1 and the appropriation for which is usually determined upon a percentage of the profits4 ,next in order for consideration1 is the size of the catalogue4 ,the number of pages varies slightly1 according as it is a spring or fall issue1 and any increase from previous issues is governed by the addition of new stocks into the business4 ,if new departments have been added1 additional space must be made in the catalogue to provide for them4 ,the paper is next selected4 ,the size of the sheet must be accurately determined and the weight fixed1 having due reference to the weight of the book when completed1 as the postage for mailing is an important factor in the cost1 and an extra ounce over weight might mean a great additional expense4 ,the inside paper should be light but strong1 and of such a color and finish as to produce the best effect with whatever character of cuts are used in illustrating4 ,particular attention must be paid to the cover paper1 it must be of suitable weight and color and of a high finish1 capable of producing a superior cut in colors1 and extra strong1 in order to stand handling4 ,tons of paper are required for the issue of a catalogue1 which is usually bought direct from the mills1 being manufactured expressly to order as to size1 quality and finish specified1 and delivered as required4 ,the cover design must be decided upon early1 giving the artist time to fully complete his drawing1 and the engraver time to execute his best work4 ,it must also pass through experimental stages with the printer1 possibly proving in a variety of colors1 criticising and comparing1 until the best effect is secured and selection is made2 and to do this and work off thousands of covers1 and have each one perfect1 the work must not be hurried4 ,the cover design must be good1 both front and back4 ,it should interest and attract1 and at first glance create a favorable impression4 ,it should be a quick-acting advertisement1 characteristic of the business1 telling the reader instantly what it is about1 so distinctly individual and striking that it insures attention like a flash4 ,a good cover design is a most important feature of any catalogue1 requiring originality of conception and the best artistic engraving and printing skill in its execution4 ,such a cover is always worth infinitely more than it costs4 ,arrangements are next made with engraving companies whose artists and engravers are to prepare the drawings and provide the cuts used in illustrating the catalogue1 and whose abilities and resources are sometimes taxed severely to get the work out as required4 ,the quantity to be issued and the size of the book being determined1 paper selected1 and artists and engravers secured1 the work of compiling the catalogue begins4 ,general catalogues are issued semi-annually1 usually in ,march and ,september4 ,a definite date is fixed when the catalogue is to be completed1 and everyone associated with it in any way must work to that end2 not always easily accomplished1 but possible1 and therefore insisted upon4 ,blank books are usually provided heads of departments1 who are expected to use them1 thus preserving a uniformity in the preparation of copy1 and facilitating the work of the catalogue manager and printer4 ,for months previous to the issue of the catalogue the buyers have been securing goods from everywhere1 planning ahead1 anticipating the wants of customers by making extensive preparations for the future4 ,the world's markets must be visited and examined into1 finding out what is new in this line1 what change in that1 whether this new idea in lamp goods is what the people will want1 what designs in baby carriages are new and attractive1 whether this style of boys' clothing is correct or not1 knowing the latest ideas in gloves1 laces1 ribbons1 handkerchiefs1 fancy goods1 etc42 securing the newest and most fashionable dress fabrics1 knowing what styles in millinery1 jackets1 mantles1 blouses1 wrappers1 etc41 will prevail2 seeking out1 buying and arranging for quantities and deliveries to meet the demands of the trade--in fact1 going over the whole range of merchandise4 ,the department manager's selections from these goods1 as to quality1 variety and price1 must be carefully made1 keeping in view the character of the trade appealed to and being governed in this by his experience and knowledge of its requirements4 ,his descriptions must be accurate and short1 but comprehensive1 telling exactly what the goods are1 giving the facts in a clear1 truthful and intelligent manner4 ,he must illustrate his goods where possible1 the better to enable the customer to form an opinion as to the shape1 style1 appearance1 etc4 ,valuable assistance is rendered heads of departments in this particular by the catalogue manager1 who1 by reason of his work1 has made careful comparison of other catalogues1 and has kept in constant touch with everything new in the way of illustrating1 and is1 therefore1 ready with ideas and suggestions1 which are utilized to the best advantage4 ,goods to be illustrated are set aside1 the artist is given full instructions as to what is desired1 style and size of cut required1 grouping of articles or figures1 etc41 and the work is put in hand4 ,drawings are submitted to catalogue manager1 who with head of department examines the work1 suggests the necessary changes1 criticises carefully1 points out any defects1 and1 when satisfactory1 passes them4 ,each drawing must be examined minutely4 ,the pose of this figure1 the artistic arrangement of this group of figures1 whether the arm is too short or too long1 or any part out of proper proportion2 the way this skirt hangs1 and the effect that fold produces1 the completeness and accuracy with which the detail of trimming is shown2 whether this hat or bonnet should be shown with front1 side1 or back view1 the faces to be baby-like1 youthful1 or otherwise1 thus indicating who suitable and intended for2 in fact1 all the detail of all drawings should be examined most carefully1 to know that they are exact representations of the goods1 with a suggestion as to their uses1 and that the effect is pleasing and attractive4 ,the finished cuts soon follow1 with proofs of the same4 ,these proofs should be clear and distinct4 ,the illustrations assist in selling the goods1 are a necessary expense1 and must do justice to the goods4 ,copy1 when handed in from department managers to catalogue department1 should be accompanied with all the cuts to be used4 ,each cut should be numbered and its corresponding number should appear in the copy where the cut is intended to go1 and1 where possible1 all goods should be numbered1 to facilitate ordering1 care being exercised that no numbers are duplicated4 ,the copy1 as submitted1 must all be carefully read by the catalogue manager1 all cuts examined and compared as to numbers1 etc41 to see that none are missing and that all appear in their proper places2 anything not satisfactory must be explained1 the grammatical construction should be carefully watched1 and he is expected to satisfy himself fully that everything about the copy is positively ,o4 ,k4 before passing it4 ,a complete record should be kept of the number of pages of copy handed in from each department1 and the number of cuts received1 together with date4 ,also when copy and cuts are given to printer1 and when and what proofs are returned from printer and given back to the several departments1 as1 where copy and proofs are passing through so many different hands at different times1 a constant check should be kept on it4 ,the copy and cuts1 when submitted and passed1 are handed over to the printer1 an effort being made to get them in his hands in the order they should appear in the catalogue1 which greatly facilitates his work in many ways1 and materially assists in getting the whole catalogue completed much more quickly4 ,proofs of the catalogue1 as set up1 are very carefully examined1 the arrangement of matter and cuts given special attention1 and when every page is entirely satisfactory it is finally ,o4 ,k4'd4 ,electrotype or stereotype plates are then made from the type1 and these plates handed over to the pressroom1 when the work of printing begins4 ,as fast as possible1 the forms are printed1 folded1 gathered and stitched1 covers put on1 books trimmed and completed4 ,special attention is given to preparation of index2 every page is gone over carefully1 and1 as far as possible1 every line of goods appearing in the catalogue is alphabetically arranged in the index1 thus providing an easy reference to whatever goods customers may wish to select4 ,certain space in catalogue is devoted to giving instructions to shoppers by mail1 and too much care cannot be exercised in their preparation4 ,they should be short1 but cover the ground completely1 giving customers whatever information they need to order intelligently1 anticipating all contingencies1 thus preventing delay1 misunderstanding and inconvenience4 ,people are forgetful1 and this information1 if referred to1 acts as a constant reminder4 ,the special points emphasized to customers are--to always write their name1 post office1 and ,state or ,province1 state how much money is enclosed1 how and where they want goods shipped1 and1 if goods are ordered by mail1 to enclose sufficient extra for postage and1 where necessary1 for insurance or registration4 ,they are requested to send remittances by express order1 post office order1 or other safe means1 and cautioned against sending by unregistered mail2 to order by number and page in catalogue1 and1 when requesting samples sent1 to state definitely what is required1 color1 quality1 price1 etc41 so that a suitable selection may be forwarded4 ,where goods for any reason are returned1 they are specially reminded to put their name on the parcel1 so that it may be identified at once4 ,they are encouraged to order by freight where possible1 to economize on the charges1 and to club together with other customers in ordering1 for the same reason4 ,they are told definitely what to do in case of delays1 complaints or exchanges1 and sufficient information is given and classified in such a manner that1 if referred to and made use of as intended1 there is very little liability of any serious difficulty arising4 ,it won't do to take it for granted that customers always understand what to do4 ,they must be reminded of certain requirements under certain conditions1 and largely educated in this direction1 and1 therefore1 instructions to shoppers by mail bear no unimportant relation to the business1 and must always be clear1 intelligent and complete4 ,the general arrangement of the catalogue should be studied1 with a view to having departments of a similar character grouped together1 thus assisting in the general effect4 ,economy of space should be studied on every page4 ,while cuts should1 as far as possible1 be of uniform size1 yet they must be no larger than actually necessary to show goods properly1 as space occupied by cuts larger than are needed is money wasted4 ,position and arrangement of cuts can be so studied as to greatly reduce the cost of space4 ,printed matter must be set close to cuts1 and while type selected must be clear and easy to read1 yet it must not be large4 ,an understanding should exist with the printer that the matter must be set to save space wherever consistent1 and any carelessness or neglect in this respect should be observed and effectually stopped at once4 ,a saving of five pages in a catalogue by watching the size of cuts1 their arrangement1 the setting of the type1 etc41 if the issue should be say two hundred thousand1 means a million pages of paper saved1 outside of any saving in composition1 presswork1 etc4 ,such arrangements should be made with the printers as will insure good work throughout4 ,the good effect desired in the special care exercised in preparation of copy1 getting drawings and cuts made1 etc41 can be largely reduced by hasty and careless composition1 poor ink1 and lack of proper attention to presswork and binding4 ,the printer1 therefore1 should be wisely selected1 one in whom confidence can be placed1 who knows how to set it up in the way it will look well1 and will use his knowledge so that the catalogue1 as representative of the business1 will be satisfactory in this particular4 ,while the catalogue is being compiled and printed1 catalogue wrappers are being addressed to customers1 and everything prepared for mailing4 ,the method of recording and permanently preserving customers' names and addresses is deserving of attention here4 ,that most in vogue is a system of card indexing4 ,the different towns in each ,state or ,province are written or printed on cards1 and these are arranged alphabetically in suitable cases1 and ruled so as to show by months and years the amount of business done in each town1 and any other particulars required4 ,the name of each customer in the various towns is entered on a separate record card1 which is ruled1 allowing space for the name and address1 and so the date and amount of each purchase is shown as it occurs1 space being left at the bottom of each column for total footings1 and these individual cards are filed under the town they belong to4 ,where the towns have a large population and the number of customers is correspondingly large1 an auxiliary alphabetical index is used for easy reference4 ,the information recorded on these cards may be entered direct from the orders themselves1 or where the loose-leaf book system is used1 the sheets may be detached as required1 and the information registered direct from these sheets4 ,each drawer or compartment in which cards are filed is labelled on the outside1 to indicate its contents4 ,thus1 when recording an order1 the first reference is to the town the order is from1 and then under this town is found the card with customer's name1 upon which entry is made1 and the card put back in its proper place4 ,these cards1 therefore1 show at all times the name and address of each customer1 how much business each has done1 and the total amount of business done in each town4 ,previous to sending out catalogues1 these cards are all gone over carefully1 and where customers have not ordered within a certain time their cards are taken out4 ,where two or more names in the same town1 and evidently of the same family1 appear1 positive information is obtained and acted upon1 with a view to preventing a waste of catalogues by sending more than one to the same family4 ,the list is thoroughly examined1 checked1 revised1 and all old1 dead matter excluded before addressing catalogue wrappers1 as sending out catalogues to names that do not respond is a dead loss of postage1 printed matter and effort4 ,a big advantage in keeping a mailing list on index cards is1 that they can be distributed among a large number of writers1 and thousands of wrappers written in a short time1 which cannot be conveniently done where kept in books2 and the card system also keeps the list neat and clean1 while books1 by reason of names being crossed out1 etc41 always present anything but a good appearance4 ,when wrappers are addressed1 they are all checked back and compared with cards1 to insure absolute correctness4 ,all the wrappers for one town are usually attached together and kept separate from other towns1 and thus1 when mailing1 all the catalogues going to any one town are put in a bag or bags by themselves1 which1 while causing extra labor on the part of the sender1 insures correctness1 and enables post office employees to handle large quantities with great despatch4 ,printed envelopes bearing the firm's name and address1 and blank order forms1 are usually enclosed for the benefit of the customers4 ,the art of catalogue compiling and looking after its proper distribution entails hard and extremely careful work4 ,when finished and sent out1 it has to compete with other catalogues wherever it goes1 and1 as it is the representative of the business1 it must be complete in every detail1 in order to do its work well4 ,while the catalogue has its distinctive place as ,the ,steady ,trade ,bringer from out-of-town customers1 yet much is accomplished by special mail-order advertising4 ,this embraces booklets1 circulars1 leaflets1 etc42 little pamphlets properly illustrated and well written dropped into the people's homes through the medium of the letter1 the parcel1 or both4 ,suggestions of seasonable goods1 a special about furs when the weather is cold1 rubbers and waterproofs during the rainy season1 hints for weddings in ,june1 light clothing for warm-weather wear1 and so on through the whole range of merchandise1 keeping the business before the public all the time with something new1 attractive1 seasonable4 ,where ,special ,sales are inaugurated1 such as ,white ,goods ,sale1 ,special ,furniture ,sale1 etc41 shoppers from out of town are given an opportunity to participate in any advantages they may bring through the medium of the newspaper advertisement as far as it reaches1 and through such special distribution of advertising matter relative to these sales as is consistent with anticipated profits4 ,the ,christmas season is specially considered1 the gift question in all its bearings duly studied1 planned and provided for in advance4 ,tuning the business up all the time1 keeping at a safe distance any danger of a relapse or that tired feeling1 which may almost unsuspectingly creep into a business1 by administering these special advertising tonics1 new1 interesting and helpful1 the result of well-studied plans4 ,this process of continual construction is not built up alone by keeping in constant touch with customers already secured1 but by reaching out for new trade among new people4 ,getting new names4 ,regular customers1 on request1 readily contribute the names and addresses of possible customers in their immediate vicinity4 ,special appeals made to special classes1 for a consideration1 usually result in securing satisfactory lists4 ,these lists as received are compared with names already in use1 and all duplicates struck out1 thus providing against the possibility of sending the same matter to the same name twice4 ,securing these new names is simply a part of the natural development of the catalogue trade4 ,wisely considered1 the development is both from within and from without4 ,from within1 by adding new stocks to the business from time to time1 as space1 resources and abilities permit2 and from without1 by adding new and increased numbers to the purchasing list4 ,from within1 by getting more goods to sell2 and from without1 by getting more people to buy4 ,not only continuing to sell the same goods to the same people1 but getting more goods for these same people1 and more people to buy these goods4 ,instead of having the dollar sent to some other business for lack of goods1 get that dollar by having the goods1 the effort being made to build up the business and develop it on the lines of selling all the people all their goods all the time4 ,it is the understanding of this principle and its working out through the catalogue and all other auxiliary advertising1 backed up by the goods required1 that makes the possibilities of this trade4 ,receiving and ,opening ,mail4 ,while the catalogue is under course of construction1 the whole mail-order system should be thoroughly gone over1 tightened up1 well oiled1 improved where possible1 and put in proper shape to handle the large volume of business which is bound to come immediately after the distribution of catalogues4 ,where the mail is large1 it is usually brought from the post office by wagon1 the smaller deliveries being brought by regular post office carriers4 ,all registered letters and parcels are carefully checked as to number1 by actual count1 and compared with number entered on post office registration sheets1 before signing for them4 ,envelopes are first cut open by one or more persons4 ,registered letters are kept separate from all others1 are distributed separately and accounted for before any ordinary mail is handled4 ,each opener is held responsible for the number of letters received1 which are checked back1 totalled1 and the totals must agree with the total number given out by the one in charge4 ,in the event of any error1 it must be examined into at once and everything made ,o4 ,k4 ,a positive check is kept upon all letters and every precaution exercised to prevent the possibility of mistakes or loss of any kind4 ,ordinary unregistered letters are treated in the same careful manner4 ,special tables are provided for mail openers1 and each one occupies a separate space or division4 ,when a letter is opened1 the amount enclosed 7whether in bills1 express orders1 drafts1 checks1 post office orders1 stamps or silver7 is carefully counted1 checked and entered on the order1 totalled and compared with the amount customer claims to have enclosed4 ,if these agree1 the amount is signed for by the opener or stamped with an initial stamp1 and the envelope is also initialed4 ,the money is usually placed directly on the order it belongs to1 both are put in a box or basket specially provided for the purpose1 and each succeeding letter1 with the remittance it contains1 follows in its regular order as opened1 until the mail is all completed4 ,in some cases the money and orders are separated at once4 ,each letter or order is examined carefully1 to see that the name and address are given1 and if not1 the envelope should be attached for reference4 ,if any samples referring to orders are enclosed1 they must be attached to the order1 and care exercised in attaching measurement forms1 plans1 or any separate sheets bearing any relation to the order4 ,should there be any difference in the amount received and the amount customer claims to have enclosed1 the attention of the one in charge must be called to it at once1 and1 after thorough examination1 be certified to by one or more4 ,any omission of samples or enclosures of any kind1 or any irregularities of any character1 must be reported immediately1 examined into1 and certified to by those of recognized authority4 ,ordinary mail1 such as enquiries1 requests for samples1 etc41 and all letters not containing money1 are kept separate from letters with money enclosed4 ,orders and money are collected1 and the cashier checks and counts all money over again1 comparing it with the amount entered on each order by the opener1 and1 where ,o4 ,k41 stamps each order and envelope with a duplicate consecutive numbering and date stamp4 ,thus1 at almost the first stage of handling an order1 it receives its individual number1 which is different from the number appearing on any other order1 and is used to identify it through the different stages it may have to pass while being completed4 ,envelopes are separated from orders1 and each checker's envelopes put in a package by themselves for reference4 ,should one be needed1 the order is first examined1 and1 as it bears the checker's signature1 reference is then made to that checker's package of envelopes1 and the one bearing the same number as the order is easily and quickly found4 ,book-keeping1 ,buying1 ,checking1 ,etc4 ,where the business is large1 the country is usually divided up into districts or sections1 each division being designated by a letter2 thus one ,state or ,province would be known as ,a1 and another as ,b1 and these sections each usually have a head under the supervision of the ,manager4 ,a simple form of cash book is largely made use of1 by which the number and amount of each order only is entered under its proper division column4 ,the totals of these columns must agree with the total amount of cash received4 ,orders follow in their natural course to the book-keepers1 who1 under the date received1 enter the orders in regular order by number1 name and address1 and credit the customer with the amount received4 ,cashier and book-keepers are able to compare entries by number and amount1 and should always agree4 ,all orders1 after being entered in the books1 are generally examined by one or more appointed for this work1 who note anything of importance on the order1 marking it in such a manner as to attract special attention4 ,bargains on sale that day1 which are usually marked ,rush1 requests to have goods delivered by a certain time1 enclosed with a shipment made by another house1 or with goods already bought and holding2 in fact1 anything and everything requiring any particular or extra care1 so that no omission of instructions will occur1 and that the detail of each order shall be distinctly carried out4 ,all requests for samples1 catalogues1 etc41 are put in hand at once1 so that this work is being done promptly1 and while the other work in connection with the order is being carried on4 ,all orders1 after being examined1 everything noted and all specials sorted out1 are classified into large1 small or medium4 ,all orders for only one article1 such as gloves1 drugs1 jewelry1 books1 etc41 are separated from orders for miscellaneous merchandise1 all credits referred to looked up1 and everything put into complete shape for buyers to handle4 ,as orders are distributed among the buyers1 they are charged with the number received1 and are individually held responsible for all orders while in their possession4 ,in some cases buyers are not used1 but orders are copied on requisition sheets1 and sent to the different departments to be filled2 but where a large retail business is done1 the method of using buyers is largely adopted4 ,the buyers' duties are many1 and a great deal depends upon their ability and skill4 ,they are expected to keep a record of all orders received and how disposed of4 ,their orders must be read carefully and thoroughly understood2 if they lack any information1 such as color1 size1 samples1 or any errors in extensions or additions1 they must be observed1 and1 where necessary1 consulted about4 ,all requests for estimates or prices asked for on orders must be got from the proper department1 written up clearly1 and have the signature of one whose authority is recognized4 ,where goods are going by express or freight1 the buyers usually make use of a purchasing card4 ,they are provided with check books1 and1 as they visit the different departments and make their selections1 they make out a check in duplicate for each purchase1 leaving both with the salesperson4 ,the top check is sent with the goods to the mail-order sorting section1 and the duplicate is sent to the cash office1 just the same as though it were actual money4 ,this duplicate check represents so much money and is taken in payment for goods4 ,great care is exercised in making out these checks4 ,not only is one half treated as cash1 but the other half goes with the goods direct to the customers1 showing them exactly how their money has been spent4 ,these checks must be written plainly with good figures1 and give a full description of goods1 prices1 etc4 ,the date1 exact time purchase is made1 the department bought from1 sales number and order number1 must all appear on each check1 and all have such important relations to the work that any omission or carelessness cannot be allowed4 ,on their purchasing card they enter the number of the order they are buying1 and enter this same number on every check belonging to that order1 also entering each purchase as bought on the purchasing card by department1 sales number1 and amount4 ,when the purchase is completed1 the order and purchasing card are handed to a shipping clerk1 who examines the order as to shipping instructions1 enters the name and address and how goods are to be shipped on this card1 when they are passed to a clerk who examines the order carefully1 to see that everything has been bought correctly1 no omissions made1 all additions correct1 and who1 when satisfied that the order is executed properly in every particular1 sends the order with proper charge slip attached back to the book-keeper1 and the purchasing card is sent to the sorting or inspecting room1 where goods in the meantime have been sent4 ,assembling and ,packing ,mail-,order ,goods4 ,this assembling section is arranged to provide space for goods until each order is completed4 ,under a system largely made use of by several houses1 the original number stamped on the order and entered by the buyer on every check belonging to that order is here made use of as the sorting number4 ,sorting tables are arranged for receiving goods1 and are numbered from one to ten4 ,checks accompany all goods1 and if the number of the check is say #b1fag1 the goods are placed on ,no4 #g table2 if check is number #b1fah1 goods would be placed on ,no4 #h table1 and so on4 ,the last figure on every check denotes the table it is to be placed on1 and1 as orders are numbered consecutively as they are received1 the goods are very evenly distributed over the ten tables2 and1 as all numbers must end in some figure between one and ten1 the ten tables thus provide for all numbers4 ,shelving is partitioned off back of these tables with a space of about eighteen inches square in each compartment4 ,these compartments are four or more high and as many in number as the business demands4 ,while the last figure in any check number denotes the table it is to be placed on1 so the last two figures are made use of to indicate what particular compartment the goods are to be placed in4 ,thus1 check ,no4 #b1fag and goods go to ,no4 #g table1 and when placed go to ,no4 #ag compartment2 ,no4 #b1fbg with goods go to ,no4 #g table and ,no4 #bg compartment1 and so on1 sufficient space being provided for the repetition of these endings as required4 ,no4 #b1fag being entered on checks belonging to ,mr4 ,blank's order1 and this number appearing on his checks only1 all his goods find their way to ,no4 #g table1 and are placed in ,no4 #ag compartment1 and checks are filed in this compartment as goods are placed4 ,the purchasing card used by the buyer1 and on which the order number and all the items bought appear1 is carefully compared with checks1 and when checks representing all goods on this card are received the order is complete and ready for packing4 ,all goods as received on sorting tables are opened up1 looked over carefully1 checked1 weighed1 measured1 colors1 sizes1 qualities and quantities critically examined1 compared with description1 and particulars given on checks2 and if not satisfactory must be set aside and refused until made ,o4 ,k4 ,when an order is complete1 the goods and card are taken from this inspecting section and sent to the express or freight-packing section of the shipping room1 each lot of goods being kept in a separate compartment until packed4 ,experienced packers are employed1 who again1 and finally1 compare goods with bills1 and check everything carefully while packing4 ,according to the nature of the goods1 they are wrapped in paper1 boxed1 baled or crated1 entered up in shipping books according to shipping instructions on card1 and handed over to the different transportation companies as called for1 and cards are filed for reference4 ,goods ,sent by ,mail1 ,correspondence1 ,paying for ,goods1 ,etc4 ,where goods are ordered to go by mail1 checks are made out as before1 but with this usual difference1 that buyers retain the top check and bring the goods with them4 ,each item as bought is entered by department1 sales number and amount on a shipping and charge sheet4 ,when an order going by mail is all bought1 it is carefully checked by the buyer1 weighed1 and the amount of postage determined as near as possible1 when goods and order are handed to shipping clerk1 who enters the name and address on the shipping slip1 when all are passed to the mailing section1 where goods are carefully checked1 wrapped1 weighed1 amount of postage determined1 parcels addressed1 stamps put on1 entered by name1 address and amount of postage in a parcel-mailing book1 and placed on sorting table1 after which they are sorted and placed into different bags by ,state1 ,province1 or whatever division of parcels the post office authorities may name1 that will facilitate rapid handling and quick despatch4 ,should a parcel1 when wrapped1 require more postage than customer has allowed money for1 it should be laid aside1 and the head of division should determine whether to hold parcel and write for the additional amount required1 omit something from the parcel1 or allow the customer to remit the balance due4 ,where small amounts are to be returned to customers1 in some cases their particular parcels1 as wrapped1 may be left open at one end and placed on a separate table1 where1 after checking1 a small envelope containing the amount to be returned may be enclosed in the parcel4 ,these little envelopes may be prepared in advance and placed in separate divisions1 all one-cent envelopes being in one space1 all two-cent envelopes in another1 and so on1 so that the work can be done rapidly1 and a great saving effected in postage on letters which otherwise would require to be written in order to return the balance due4 ,all registered parcels are kept separate and signed for by the post office authorities4 ,it is easy at any time1 by reference1 to find out exactly how a package was addressed1 how much postage was put on the parcel1 how much money was enclosed1 whether registered or not1 and just what mail it was sent out on4 ,all orders1 when properly checked1 should be passed back to the book-keepers1 who1 having made the original entry and credited the cash when the order was first received and before goods were bought1 may now refer to that order number1 name and address again1 and charge the customer with amount of goods sent1 amount of postage paid1 and cash returned1 or remaining to be returned1 thus balancing the account4 ,a simple index system may be made use of for any debit or credit balances that may require to be kept4 ,orders pass on to heads of divisions1 who examine all carefully1 sorting out any that may be replied to by form cards or letters1 seeing that all necessary explanations and enquiries have been submitted1 made and signed by those authorized1 and that they are satisfactory1 and who dictates all necessary replies4 ,all replies1 when dictated and type-written1 are handed back for examination1 and1 when correct1 are signed and given to cashier1 who encloses any balance to be returned1 keeping a record of the same by number and amount1 when the letters are sent to the mailing section1 stamped and mailed1 and orders sent to be filed with copy of reply attached4 ,the graphophone system of dictating and reproducing is largely made use of in place of shorthand where the business is large1 and is found to greatly facilitate the handling of correspondence4 ,personal representation of the customers by everyone associated with the different departments is especially encouraged4 ,the buyer who visits the departments cannot be compelled to accept anything except what in her judgment is ,o4 ,k4 ,she represents the customers absolutely1 stands in their place1 and studies their interests at every turn1 and this same personal interest is specially observed by every individual clerk in whatever relation they may bear to orders or goods passing through their hands4 ,the payment for goods purchased by the mail-order department is extremely simple4 ,the duplicate checks made out by buyers and given to salespeople when selecting goods represent so much money1 and are sent to the cash office immediately4 ,they are collected here and sent to the check office or auditing department daily1 where they are all audited4 ,the total amount of these checks represents the total amount of goods bought that day1 and the mail-order cashier thus hands over the exact amount required to pay for goods received4 ,as these checks also show the different departments goods have been purchased from1 they are all sorted out by departments1 and each department1 therefore1 receives credit for its share of the money4 ,likewise is it easy to know at all times just what percentage of cost the total mail-order expense is upon the business done4 ,the mail order expense properly consists of its share of light1 heat1 power and rental1 sundry expenses1 such as stationery1 office fixtures1 furniture and wages paid4 ,the wages list1 properly divided1 should show how much is paid for buying1 book-keeping1 type-writing1 samples1 checking1 packing1 etc41 and if wages paid in each division week by week and the amount of business done are compared with any previous week's expenses and business1 the department is promptly made aware of any unnecessary increased expense1 just exactly where that unnecessary increase is1 and the remedy may be applied at once4 ,the catalogue expense may also be readily arrived at4 ,the total issue costs a certain amount1 and according to the number of pages each department occupies1 so in this proportion may be estimated each one's share in the expense4 ,each department manager1 knowing what his catalogue space may have cost for a certain issue1 and what amount of business he may have done from that issue1 can estimate exactly what percentage of cost his mail-order advertising is upon his sales1 while the total catalogue expense for any one issue may be added to the other total mail-order expense for that time1 and the exact percentage of cost may be arrived at upon the total amount of mail-order business done4 ,such a system may be adopted and made actual use of that will point out at once the exact condition of every part of this business1 and provide a safety valve which will indicate at all times the true profit or loss1 and through just what channel that loss or gain accrues4 ,filing ,correspondence4 ,systems of filing differ1 but where the business is large1 one of two methods is largely adopted1 that is filing either by number or place4 ,when filed by number1 the original number stamped on the order is made use of for filing purposes4 ,where the place file is used1 suitable boxes or drawers are arranged in cases1 each box being labelled on the outside indicating its contents4 ,these drawers are provided with cards on which are printed or written the different post offices in each ,state or ,province1 and arranged for easy reference4 ,thus all correspondence coming from any one town is filed together next its town card1 and where the mail from any one town is large it may be subdivided by an alphabetical index4 ,thus1 to find ,mr4 ,b4's order from ,blank ,town reference is first made to the drawer which contains ,blank ,town1 and under this town1 among the ,bs1 will be found ,mr4 ,b4's orders4 ,one set of drawers may be made use of for each month's filing1 and1 therefore1 as many sets of drawers are provided as will correspond with the number of months letters may be preserved4 ,separate files may also be kept 7usually alphabetical by name7 for filing letters1 such as those where customers have forgotten to give size1 color1 or measurements1 where they have overlooked enclosing samples1 or any omission or circumstance which may cause customers to be written to and their orders held for further information1 or orders that may have any balance holding to credit1 etc4 ,the filing must be very accurately done1 as constant reference is made1 and it is of the utmost importance that any correspondence required shall be found with the greatest despatch4 ,special ,orders4 ,a special effort should be made to have the system so arranged that it will enable the mail-order department1 as well as every other department in connection with the house1 to know how many orders are partly bought and holding for goods which have been ordered that are not in stock1 or that require to be made4 ,the buyer who finds anything asked for on an order which a department cannot supply at once 7and no checks should be taken unless the order can be filled promptly7 should give someone appointed by each department full particulars of what is required1 the number of the order1 name of customer1 description1 size1 or measurements of goods to be made or procured4 ,when everything is bought1 with these exceptions1 the order should be then handed to a special mail-order clerk1 who should note what is lacking to complete the order1 and in a set of special department files 7space being provided for each department7 should place the holding order4 ,he should visit the different departments1 ascertaining particulars concerning each order1 find out what efforts are being made to fill the same1 and crowd these orders to completion1 where necessary1 writing customers explaining any cause of delay4 ,as each department secures the goods required1 the mail order department should be notified immediately1 when the order may be quickly produced from its department file1 check made out and order completed4 ,it is easy to ascertain at any time through such a system exactly what goods each department lacks1 and direct such efforts as will provide for the least possible lack of stock and the least possible delay in executing orders4 ,returned ,goods1 ,exchanges1 and ,complaints4 ,a separate section should be devoted to returned goods or exchanges4 ,as goods are received the packages should be examined as to identification1 whom and where from1 and entered up alphabetically under the date received1 with all particulars required1 and goods placed in suitable compartments4 ,when letter of explanation is received1 goods are easily located1 and both should be given to special exchange clerks1 who will secure the necessary exchange bills and make such new selections as customers may desire4 ,the cause of all goods returned should be thoroughly investigated in every instance1 and where the fault lies with the house1 the customer should be reimbursed for any extra expense incurred2 and whatever department or individual is to blame should be made fully acquainted with their error1 and such steps taken as will prevent a repetition of it4 ,usually associated with this work is a special section1 which should deal with all letters of complaint4 ,the cause of all complaints should be fully enquired into and at once4 ,there should be no delay whatever1 but immediate answers insisted upon4 ,explanations should be complete and to the entire satisfaction of customers1 and any loss through carelessness or errors made good without reserve4 ,each department and their help should be held strictly accountable for any claims which1 upon investigation1 show where the responsibility should rest4 ,this feature of promptly adjusting all differences and satisfying every reasonable demand leads to continued and increased confidence1 and should1 therefore1 be given very particular attention4 ,samples4 ,the preparation1 selection and sending out of samples should receive the most careful attention4 ,in some cases requests for samples are distributed among the different departments and are filled and sent to the sample department1 but this method with progressive houses is considered slow1 and for this reason alone unsatisfactory4 ,the improved method is to cut from the piece such lengths of goods as are required4 ,these are sent to the sample department with width1 price and full particulars1 where suitable paper printed in squares1 the size of sample to be sent1 are attached4 ,these are sewn by machines driven by electric power and afterwards cut in proper sizes by electric cutting knife1 prices inserted and placed in partitioned spaces in drawers arranged in suitable cabinets4 ,as requests for samples are received1 they are filled direct from these drawers1 and sent out by the next mail4 ,help is employed here who by long experience become familiar with all classes of sampleable goods1 and who are under the direct management of one who thoroughly understands interpreting the customers' wants1 and who bears no unimportant part to whatever measure of success may result from the sale of all goods by sample4 ,keeping ,employees' ,time4 ,this position requires a man of considerable firmness1 as he comes in contact with every employee1 and is bound to enforce the discipline of the house as applied to absentees and lates1 regardless of any partiality or favoritism4 ,he has direct charge of the cloakrooms1 and must see that they are kept neat and clean1 and that each individual has a certain space allotted4 ,he should be on duty early and late1 and should see that every one registers their time in passing in and out4 ,a record of all employees going out on passes should be kept1 and none should be accepted unless signed by those authorized4 ,he should keep a record of employees' names and addresses1 and have the same checked up regularly4 ,he should supply wages department and also heads of departments with a report of all who are absent4 ,where so many are under the charge of heads of departments1 it is impossible for them to tell at once who may be absent4 ,the time-keeper should notify them promptly every morning and noon1 and they will thus be enabled to arrange immediately1 so that the work done by absentees is provided for4 ,he should not allow parcels of any kind to be carried in or out of the store1 nor allow anyone to renter the store after passing the time desk in going out1 or return to the cloakrooms after passing the time desk going in4 ,as part of the store help must go to dinner at one hour and part at another1 he should regulate it so that those who go out one hour are back in their departments before others are notified1 thus preventing crowding on stairways and passages4 ,departments are usually notified by bells1 and each is familiar with its particular signal4 ,doors should be closed sharp on the minute1 and all lates excluded4 ,no matter what system for registering time is used1 it is easy to determine who is late or absent1 as on coming in all keys or time cards hanging on the time board are on one side of the time clock1 and when the time is registered they are hung on the opposite side4 ,those which have not been removed indicate at once who has not come in4 ,time cards of any absent1 who have not sent in a reason for absence1 should be removed from the time board and such employees should secure permission from those authorized before their time can be again marked4 ,lists of those going on holidays should be supplied time-keeper1 and their cards should also be removed4 ,the time-keeper should supply the wages department with correct time sheets1 as desired4 ,he should see that employees are orderly in passing in and out1 and permit no loitering in the cloakrooms4 ,a register is usually placed at the exit door1 which should be signed by one appointed for each department or section of the store when leaving at night1 certifying that all persons have left their department1 and that all windows are secured1 blinds down1 etc4 ,employing ,help4 ,the hiring of help is largely centered in one individual for the entire store4 ,departments requiring additional help should notify the employment office1 and give particulars of the kind of help required1 which fact should be noted and filed for reference1 a preference being given former employees seeking rengagement4 ,the hours for engaging help are usually from #h to #aj ,a4 ,m41 after which no applications are considered for that day4 ,all applicants must be treated with courtesy4 ,even though no immediate help is required1 applicants in many cases are permitted to fill out application1 which should be placed on file for reference1 and a satisfactory applicant may then be notified as soon as a position is open4 ,all applications should contain1 as far as possible1 full particulars concerning applicant4 ,it should show the date of engagement1 name1 address1 whether married or single1 nationality1 church denomination1 where previously employed1 for how long1 and reasons for leaving4 ,references should be given1 who may be communicated with1 and whose replies should be attached to application4 ,application blank should show salary agreed upon and for what particular department employed4 ,space should be provided for percentage record1 and for transfer from one department to another1 for increased salary recommendations1 which are usually signed by heads of departments and passed by those appointed4 ,they should be at all times a complete and permanent record of each employee4 ,all help is usually engaged upon the distinct understanding and agreement that they are privileged to leave any day1 or their services may be dispensed with at any time4 ,a new employee1 when given a time card or key1 and the time-keeper has explained the system of registering time1 etc41 and allotted cloakroom space1 is conducted to the head of the department or assistant4 ,paying ,wages4 ,the system of registering time furnishes accurate information for estimating wages4 ,the time sheets kept by the time-keeper are here made use of4 ,the name of each employee under the respective department each one is attached to1 with number1 rate of wages per week1 number of days worked1 actual wages due1 etc41 should be entered on the wages sheet4 ,the total amount of money required on any pay day is given wages office1 each individual's pay is placed in a pay envelope1 sealed1 numbered and entered in signature book4 ,each head of a department1 or one appointed1 receives all wages for that department1 signing for the same1 and sees that they are distributed and signed for by each individual as received4 ,the work is done accurately and with despatch1 as thousands are by this method paid their weekly earnings in a very short time4 ,watchmen4 ,watchmen should report at the store each night1 and as soon as the store is closed examine the leaving register1 to see that each department has signed for everything having been left in perfect order4 ,they should examine at once all doors and windows1 seeing that they are securely fastened2 also all other entrances to building1 and all places where anyone might be concealed4 ,they should report in writing anything irregular occurring during the night1 leaving the same at the office1 and repeat the report until the irregularity has been attended to4 ,a regular patrol should be made throughout the entire building4 ,an ingenious system of clock registration is made use of in some cases1 which indicates upon examination in the morning the different stations each watchman has passed and the exact time of each passing during the entire night4 ,in the event of fire or any other accident occurring during the night1 such special instructions should be followed as will meet with the ready response of whatever assistance may be required4 ,general ,rules for ,employees4 ,rules for employees are in force in all large ,department ,stores4 ,different stores differ in detail of rules1 but the application is the same1 all serving to build up the system of government which directs and controls the entire management4 ,weekly examinations are held in some instances1 and familiarity with the rules exacted1 thus enforcing and maintaining system and discipline4 ,the hours for opening and closing business vary at different seasons of the year1 of which due notice is given4 ,the opening hour is usually #h o'clock1 at which time all employees are expected to be in their respective positions1 all covers folded and put in proper places1 stocks and counters dusted1 and everything made ready for the day's business4 ,all employees must enter and leave the store by employees' entrance1 leaving all wraps1 hats1 rubbers1 lunches1 etc41 in the cloakroom1 which is conveniently arranged for this purpose4 ,upon entering the store in the morning and upon leaving and returning at noon1 and on going out at night1 each individual records his or her time4 ,if for good reason an employee is necessarily delayed1 a permission pass may be obtained to commence work2 but if late without a good reason being given1 they cannot commence work until noon1 and thus lose a half day's work and a half day's pay4 ,attendance to business must be punctual and regular4 ,continued lateness and absence would merit discharge4 ,employees who are absent for any cause must notify the house at once1 either the head of their department or time-keeper1 and satisfactory reasons given for being absent4 ,whenever a change of address is made1 employees must report same to time-keeper at once4 ,employees must never leave the store during business hours 7except for dinner7 without a pass signed by the head of the department and countersigned by one authorized4 ,blank pass books are usually supplied heads of departments4 ,these passes should give the names of employees1 their numbers1 what departments employed in1 date and time of going out1 and must be presented to the time-keeper1 who will permit employees to go to the cloakroom for wraps and pass them out4 ,employees must not leave their departments to go to any other part of the store without informing the head of the department1 or assistant1 and obtaining permission4 ,employees desiring to purchase goods for themselves are expected to do so during the least busy hours1 usually from #h to #i ,a4 ,m4 ,a pass to purchase must be obtained from the head of the department4 ,this pass is exchanged for a purchasing card4 ,all employees' purchases must be made on purchasing card and sent by the regular delivery4 ,if for any reason a parcel cannot be sent by the regular delivery1 and employee is to carry it home1 these parcels must be ,o4 ,k4'd by the proper party4 ,a numbered check is given to the employee and a duplicate attached to the parcel4 ,by presenting this check at the exit door1 the package is delivered to the proper party4 ,parcels are not allowed to be carried into the store by employees4 ,the wagons call upon request and deliver packages to the parcel office1 where they may be obtained4 ,employees are to avoid gossiping and not allow their time to be taken up with friends who desire to visit with them during business hours4 ,loud conversation to be avoided4 ,business hours not to be occupied in reading books1 papers1 letter writing1 needlework1 etc4 ,loafing or wasting time away from departments not allowed4 ,extravagance and display in dress to be avoided4 ,the use of striking colors and patterns is objectionable4 ,the costume should be modest and neat in appearance4 ,employees are expected to be courteous to each other1 using the same dignity1 respect1 and care in add dressing others that they feel they are entitled to themselves4 ,should clerks be deserving of censure1 it should be done in a gentlemanly manner1 not before other employees or customers1 thus retaining the respect of each other4 ,the use of gum or tobacco1 eating nuts1 fruits1 candy1 or lunches during business hours is strongly objected to4 ,loitering around the outside of the building1 on the corners or at the entrances1 expectorating on the walks and giving the premises an untidy appearance will not be permitted4 ,defacing the walls1 counters or fixtures1 or abusing the property in any way1 means immediate dismissal4 ,all employees must learn to obey the orders of those whose authority is recognized1 and be governed by the rules and regulations of the house2 not only because they must1 but for their own individual interests1 and the interests of the house in general4 ,some rules may appear rigid1 but they are deemed necessary1 and1 therefore1 must be obeyed1 and the living up to them is not intended to be a reflection on the self-respect of any one4 ,mechanical ,section4 ,underneath the selling space in these large stores lies the network of machinery1 all necessary for the prompt and careful adjustment of each day's work1 furnishing the power for heating1 lighting1 elevator service1 etc4 ,modern automatic sprinkler system always ready for an emergency1 rendering the property and merchandise as nearly fireproof as possible1 aided by a corps of properly-drilled firemen taken from the regular employees staff4 ,pneumatic cash system connecting with every part of the store selling space2 not only utilized for carrying cash1 but also providing the means of ventilation1 by using up and discharging thousands of cubic feet of impure air regularly1 and bringing fresh air into the building constantly4 ,complete staffs of engineers1 carpenters1 painters1 etc41 are almost constantly employed in looking after additions1 alterations1 and repairs1 thus keeping the whole building in perfect condition4 ,all are under the direct management of experts1 whose mechanical skill is utilized to assist in rendering the store service complete1 and whose services are recognised on an equality with those occupying the most responsible positions in connection with the business4 ---------------------------------------- ------- ,transcriber's ,note3 ,typographical errors corrected in the text3 ,page #ba ever changed to every ,page #dh call changed to called ,page #he wont changed to won't ---------------------------------------- -------