Lori’s offers a unique combination of special programs to welcome hospital patients, visitors and employees to the gift shop. These programs focus on customer service and help increase gift shop revenues by building customer loyalty.
Customer Rewards Program
Lori’s Gifts rewards frequent shoppers for their gift shop purchases. Using a scannable key tag, program members earn one point for each dollar they spend on eligible merchandise. For every 200 points accumulated, they receive a $10 Rewards Coupon to spend in the gift shop. All hospital employees, volunteers, patients and visitors may participate in the program. The Customer Rewards Program is administered completely online.
Lori’s will deliver gifts or special orders to hospital patients on the same day the order is placed – at no additional charge!
Gift certificates are available in $5, $10 and $25 denominations. Many hospital administrators keep a supply on hand as part of their Service Recovery and employee recognition programs!
The hospital charge program is always a big hit with the Service Recovery/Patient Satisfaction Department. It enables designated employees to make purchases that are charged back to the hospital. Common department charge items include flowers for a patient, newspapers for busy waiting rooms, or snacks or beverages for a meeting. The department making the charges receives a monthly itemized statement along with a copy of the POS register receipt for each transaction.
Payroll deduction allows hospital employees to make purchases in the gift shop that will be deducted from their next paycheck. Besides being a tremendous benefit for employees, payroll deduction typically increases gift shop revenues by 15-25%. The hospital decides what employees are eligible for payroll deduction and the minimum purchase amount. Lori's has a predetermined corporate maximum amount of $150 per pay period. Lori’s will work with the hospital payroll department to implement payroll deduction in the manner that is most suitable for that hospital. In hospitals that already utilize payroll deduction, Lori’s can frequently build on their existing system.
Promotions and Marketing
Approximately 65% of gift shop sales are made to hospital employees, so we offer a variety of special promotions each month and at holidays designed to appeal to this loyal customer base. We will gladly assist the hospital in developing custom promotions for special hospital events, such as the opening of a new wing, an important anniversary, or a community open house.
Lori's provides notices about upcoming promotions for the hospital to share with its employees via its newsletter, website or intranet. We also email the notice to all Rewards Program members.
Lori's Gifts offers an eCommerce option that allows virtual visitors to the gift shop to make purchases online for delivery to hospital patients. Orders place by 11:00 am are guaranteed for same-day delivery and orders placed overnight are delivered at the open of business the next day.
To measure customer satisfaction, Lori's has developed a survey that can be distributed to hospital patients, employees or volunteers to rate gift shop product selection, customer service, hours of operation or to provide input on new product requests or other issues. This survey can be distributed via hardcopy or electronically on the hospital’s website. We also utilize secret shopper visits to rate our employees and their customer service skills.
Lori’s will work with the hospital to assist in Service Recovery efforts or to satisfy other special needs of the hospital. In addition to gift certificates, other popular Service Recovery items include customized floral arrangements and gift baskets. Lori’s can also provide optional customized services that make the gift shop a more valuable benefit to employees and guests and will work to accommodate any reasonable request to satisfy the needs of the hospital. Examples might include selling stamps, metro tickets, parking tokens, or discount movie and theme park tickets at cost; offering additional discounts to designated groups; or stocking and promoting hospital logo merchandise.
Volunteers are always welcomed at Lori’s. Lori’s understands that volunteers donate their time to the mission and the vision of the hospital. Volunteers are an asset to any hospital and play an important role in making hospital visitors and guests feel welcomed. Lori’s believes all hospital volunteers are special and rewards them with a 20% discount off regularly priced gift items every day, whether or not they serve in the gift shop.