FOH Position Packet Last Updated: 11/14/23 by Borrow Curated Furniture + Design

FOH Position Packet TABLE OF CONTENTS FOH Position Packet TABLE OF CONTENTS

Borrow Core Values

BASIC ONBOARDING

Communication: Phone + Phone Forwarding

Phone Messages for On Call Mgr

General Communications Practice

Slack

Showroom

Showroom Organization

Beginning of Day Procedure

Acuity, Contact Form + Wishlists

Insightly Intro

Good Shuffle Intro

Sub-rentals in Good Shuffle

Sonos Setup + Troubleshoot

Retail Shipping

Flower Ordering + Arranging

Bridal Show Check Off

CLIENT SALES PROCEDURES

The Borrow Contract

The Borrow Client

Vendor Categories

New Client Process

Client Converted to Sale

Converting proposal to Lost

Refunds Given to Clients after event

Confirmed order total cancelation (event no longer happening)

Damage or Loss by Client Process

Appointment Process (Events)

Appointment Process + Convert to Sale (Retails Sales + Design)

Delivery Accommodations

Long-term Sample Orders

Procedure for items that are in Staged Premier Vendor Locations:

Floorplans

New Client Procedure: Retail Upholstery + BB

How to Mark Up a Custom Source for a Rental Order

How to Mark Up Upholstery / BB for Retail Pricing

How to Mark Up Borrow Builds for Rental Pricing

Retail Sales From Website Putting in GS

Borrow as Venue

MARKETING PROCEDURES

Marketing Reports

PRODUCT PROCEDURES

Photo Process

HANGING CLIENTS PIECES ON BORROW RENTALS

LINQ CARD DIRECTIONS

FOH Annual & Quarterly Review

Borrow Core Values • Willingness to learn and grow; Borrow is a place where people can come and grow. • Can-do, positive attitude; everything is “figure-out-able.” • Creativity is within all of us. • Selflessness and Humility • We lift each other up; focused on team success • good partners

BASIC ONBOARDING Creative Submission Process To be recorded within Insightly / Slack A. Idea submitted to Creative Director via slack that include: 1. Made Pieces to each have their own Idea Page - Inspire Pic or Sketch - Intended Function

- Notes on the different elements of the piece if more complex or link if applicable.

- Ideas regarding which materials / fabrics that could be used. - If for a client, the date that it is needed by 2. Found / Vintage Pieces - Link / Contact Info 3. Contracted Pieces from Clients

B. Creative Director directs idea into one of three avenues:

- Maybe: Filed into Burn Board. Great idea that fits but is a timing issue only. - No: You will get response back as to why. - Brand Aesthetic / Audience / Trend / Function - Yes: Creative Director sends to LP Manager with the Idea Page that includes the following.

- Sketch / Inspire Pic - Size requirements if applicable - Material Requests - Timeline (Contracted pieces + these pieces will jump in house product

creation.) C. LP Manager Work Order + Project in Insightly - Send to via slack and set a follow up task in insightly to make sure you’ve received the sketch within 48 hours.

- Makes any tweaks / suggestions based on Opps efficiencies - Completes Work Order and sends along with Idea Page back to CD for final approval.

- Enters into WORK ORDER PROCEDURE once approved - Assign SMP for Borrow Builds D. Once project completed back upstairs in “New Inventory” area for photography. Assign new inventory SMP to O

Communication: Phone + Phone Forwarding We have a uniform way of answering to convey respect and organization. We operate as team. We are always available via phone during regular business hours. • Always answer with appreciation: thank you for calling Borrow Curated _______. • If a call comes through for owner / founder please take a message to help streamline solicitations. • All calls are to be returned within 24 hours. • When someone leaves a message with our system it automatically gets emailed to hello@borrowcurated.com • When leaving messages always be sure to instruct clients to check their SPAM folders for emails from us as sometimes we go to peoples SPAM. • Forwarding: Go to spectrumbusiness.com –> Your Services –> Voice Access (Manage Voice) –> Incoming Call Settings –> Call Forwarding –> Configure

Phone Messages for On Call Mgr • To be done on weekly basis during “in season.”

• “On Call Manager” Procedure • Change Phone Message Friday morning of “on call” weekend. • Call 216-862-0700 • Enter 2162391789 # • Enter PIN: 1789# • Press “3” • Press “1” + re-record message with word track below. • • Thank you for calling Borrow Curated. Our regular business hours are MondayFriday 9am - 4:30pm. If you have called during those hours we are either on another call or with a client. Please leave a message and we will get back to you by the end of the day. If you are calling outside business hours feel free to leave a message or email us at hello@borrowcurated.com. If this is in regards to a rental emergency please TEXT us at {your mobile number} and we will get right back to you. Have a wonderful day! • • Expectations: • Client complaints or problems. • Staff Call offs- if unable to fill shift manager steps in to fill in shift. • • Send slack to staff with reminder of on call and your cell.

General Communications Practice Turning Negatives into Positives. • Email Example of Negative: “I am so sorry we do not have that product and unfortunately to do the Saturday delivery you requested that will be an additional $150.” • Email example of Positive: “We do not currently have that particular product but would something like this ____ work? And yes we can absolutely accommodate a Saturday delivery. It is an additional charge of $150 as it does put our delivery staff into overtime, but I can also call your venue for you and make sure we can’t work something out.” • Email Example of neither positive nor negative” “Did you want to pay your final deposit?” • Email example of Positive: “Would you like me to process your final payment for you?"

Slack Part of being great partners to each other and operating as a cohesive team is great communication.

• Slack is our way to communicate to each other on the day to day. It is also used for pressing issues / questions that need answered within a couple of hours. • Always use appropriate communication #channel when communicating.

Showroom Our opportunity to really show how creative, organized and innovative we are! This gives clients their first “glimpse” into what an event with them would look like. • Always beautiful and organized. • No messes left out. • Use your imagination for innovative setups. • Resets happen regularly or as defined in current scorecard.

Showroom Organization The Why: Creativity is a core value of Borrow and keeping a beautiful showroom allows us to flex that muscle. It also helps us with social media content and impressing our clients during the appointment process. Lastly- a clean and organized showroom allows us to operate efficiently and safely. • The showroom is to be flipped at least every other week. • There is a FOH checklist that ensures the space is kept cleaned, and stocked. • This checklist can be the responsibility of both the front and back of house. • The three things to be considered when doing any type of space flip or reorganization. • Upcoming delivery orders 2 weeks out. Set these items aside to help aid in the corral process. • Showroom Appointments within the week. • Showroom Reserves within the week. •No Soft Seating against the window walls - should be 4’ off the wall

Beginning of Day Procedure This is a habit we hope to install so we can best be prepared for the day and start the day off by prioritizing the most important things in regards to our clients. • Check Calendar: Appointment “Yes.” • Showroom check, check to see what client is looking for is out. • Showroom set: lights on, heat, check for cleanliness / organization / styled to perfection / grab your phone / turn on music if you desire. • Check emails: • Return phone calls and pressing order questions first. • Answer quotes + inquiries second • Insightly + client questions • Make plan for the day

• Send out your plan via #teamhuddle in Slack

Acuity, Contact Form + Wishlists We have multiple ways our clients can get in touch with us besides phone calls that enables them to communicate with us after hours or if we are with a client. We respond within 24 hours of each contact. (Based on data the quicker we respond to clients the better chance we have of having them as a client.) • Acuity Scheduling: An online portal for making appointments that can be found at https://acuityscheduling.com. • Borrow Contact Form: Found on our website under contact and when completed gets emailed to hello@borrowcurated.com • Wishlists: A client can create a wishlist in our inventory software program that is linked directly to our website. Then it gets automatically emailed to allison@borrowcurated.com. She then delegates the Wishlist accordingly.

Acuity Walkthrough on scheduling an appointment:

All appointments are run through acuity as it automatically lines up with our calendar / events schedule. • Complete style guide / appropriate forms for each entry. • Acuity will give automatic reminders for clients therefor lessoning our chances for “no Shows.” • Acuity sends parking guide to clients so they know how to find us. • NEW –> Choose Appointments Type –> Date + Time –> Client Name –> Forms and notes. • Acuity will prompt you if there is a conflict on the shared calendar. • Check shared calendars (Apple Calendars) prior to setting appointment with client.

Insightly Intro This is our online file system that logs all files pertaining to Marketing $ / Employee Files / Training / Project Management System. Great communication + organization means great partnerships. • This is our online file cabinet for all things Borrow not directly related to sales.

Good Shuffle Intro This is our “booking + product + logistics + sales + CRM” software for all things sales + client related. Great communication + organization means great partnerships. This is also a fantastic marketing tool. • All items once photographed are entered into GS and then will automatically show on our website.

• Order creation • BOH Communication and Organization • Site communication entered here • Live software. • If its not in GoodShuffle it didn’t happen. • Helps negate against lawsuits by documenting time stamps and all client communication. • Allows multiple employees to serve 1 client at once. • When something is needed from a coworker and it is not needed within the day- we communicate via setting tasks for each other.

Sub-rentals in Good Shuffle A. When sub-renting an item B. If we have subrented from this vendor before, there should be an inventory item for “Sub-rental____” Ex: Sub-rental ES C. Companies are distinguished by their initials - Example: SL- Staple & Layer A. “Add a line item group” into Good Shuffle after all our inventory as: Subrentals B. “Add inventory Item” C. Search Inventory “Sub-Rental” A. Companies are distinguished by Initials B. Click the 3 dots and edit the item with the name of what we are subrenting out: Ex) Sophie Table, Highboy Tables (Renamed)

D. Marking Up Sub- Rental: A. Update quantity, and manipulate price: Price is factored on delivery B.

Check with Logistics Manager on whether we are getting it dropped to Borrow, Dropped on site, or if Borrow is picking up

C. Final pricing consist of retail rental price + delivery A. Commonly made mistake: Giving the client trade pricing (afterwards our discounted price) E. To make sure this pops up as a SUB-RENTAL in Good Shuffle, A. Go to Fulfillment –> scroll down to the item and click the 3 dots 7

B. Click “MARK AS SUBRENTAL” A. Put in Internal notes on contract tab page Ex) L’Nique delivering to Borrow on 2/1 or Borrow picking up from Aable on 2/2 B. Attach sub rental order in files tab

Sonos Setup + Troubleshoot A. Masks sure Sonos is plugged in, It is on once plugged in B. Download Sonos App for iOS or Android C. Connect your device to the WIFI network that Sonos is on D. Open the Sonos App E. Allow device to connect to blue tooth, and your local network F. Click “Join existing system” G. Click Spotify H. Pick music choice I. Sonos name will come up as “Family Room”

Trouble Shooting

A. Make sure your music device is connected to the wifi network “Borrow Decor ( 1st floor” B. Unplug Sonos and plug back in and try to connect again C. Make sure Spotify has no available updates

Retail Shipping A. Pertains to “retail” orders completed on the website. FOH gets notified by a receipt auto-generated and emailed to hello@borrowcurated.com. A. The receipt will notify if this is to be “Shipped.” B. When shipping is chosen: Pull Items + measure for appropriate box size. A. Additional box size needed? Check with BOH to see if we have something downstairs (Box must be completely unmarked.) A. If no- then we order Appropriate Box through Uline (bulk) or Amazon (1 offs.) 8

C. Print out receipt in color. D. Write thank you on Borrow 5X7: Thank you so much for your order from your friends at Borrow Curated! xo E. Stuff box with shredded packing material. Include Receipt + Card in envelope in box. F. Create Shipping Label through goshippo.com. A. Create Label (top right) B. Choose lowest priced option. C. Print out shipping and secure to front of package with clear packing tape. G. Drop off to appropriate mailer.

Flower Ordering + Arranging A. Flowers, greenery and supplies to be ordered through Mayesh in Parma A. Do not need an appointment B. For vases can order through Vase Source or Darice where we have wholesale accounts. B. Research front of trend floral before presentation and make a floral plan based on what’s at Mayesh and/or Boxlots A. Boxlots are the discounted florals and greenery and bulk that get emailed out every week from Mayesh via a newsletter. If don’t receive then you can request a copy by calling in. B. Can always call sales rep for help or send them an inspire pic. C. Assembly: A. Use chicken wire in leu of foam whenever possible (more sustainable and less expensive) B. Start assembly with Greenery then move from smallest flower to largest. C. Pay attention to overall shape.

Bridal Show Check Off A. Large Borrow Sign B. Small Signs + Brochures C. When making plan keep in mind up-selling. Jack it up! 9

D. Sign up sheet to gather names and emails. Can I also check to see if they’d like to be a part of our newsletter as well. E. Pens F. Candle G. Any other promo we can sell? Hats / Shirts?

CLIENT SALES PROCEDURES THE WHY: Behind all of our processes is the knowledge that the best way to grow Borrow and serve our clients is to get to know what are clients want and need and curate specifically for them. Curate: Select, organize + present using expert knowledge.

The Borrow Contract Ref all Contracts through the GoodShuffle system. Updated cancellation policy - 5.26.23

General Cancellation Policy You may remove one or more item(s) from your order, or cancel your entire order, according to the following schedule, but the following cancellation fees will apply, subject to any categoryspeci c cancellation policies: 91 days prior: no cancellation fee 90 days prior: 90% of contract total, less deposit (if refundable) 14 days prior: 100% of contract total, less deposit (if refundable) Changes to orders (Partial or Complete) within 14 days maybe subject to a 30% staging fee in addition to cancellation policy. Custom or Sourced furniture and decor require 100% deposit and are not available for cancellation.

The Borrow Client By pin pointing exactly who the Borrow client is we are able to determine who we will spend most of efforts towards. Borrow clients get out biggest and best efforts. Non Borrow clients receive kindness and professionalism and not a lot of our time so we can focus our efforts. • Is one of these things: Follows our social mission. Cares about quality: food, location, vendors. Cares about up-cycling, art, being a part of an up and coming scene. Cares about the environment, values land and the outdoors. Loves texture and design. Loves to learn. Doesn't like the norm. • Spending potential of $1800 or more. • Is Kind. OR Referred by a Premium Vendor •

Vendor Categories Some vendors have earned higher standing as “Borrow Clients.” • Vendor : Receive 10% discount only. • Preferred : Receive 10% discount plus additional discounts on packages and exceptions with certain fees. Able to extend proposal expiration for 1 additional week. • Premiere: Receives highest discounts on packages. All billing goes through them. Receive many exceptions on fees. Able to extend proposal expiration for 1 additional week.

New Client Process Cues dictated by 1. Client Call In 2. Appointment Schedule 3. Website Contact Form 4. Wishlist A. Create ‘New Project’ in Good Shuffle . • CONTACT Info: Search Client Info prior to avoid creating duplicates. • ADD Marketing Source into “Referred by” line item in Contact Info. • VENUE Info: Search Venue Info prior to avoid creating duplicates. • PROJECT INFO - Make adjustment to planning company versus name if needed, add event times, and in more options select type of event. • ADD Line Item Group (Pre-Populates to Rental Items but can be changed.)

• Examples of Line Item Groups: Rental Items / Rental Items Under Tent / Rental Items for Ceremony / Rental Items: Cocktail Hour etc. • If longer than 1 day selected for dates associated with line item- an automatic multiplier will be applied. • ADD Line Item Group Rename:(Accommodations & Services) damage waiver, special delivery times • Add Logistics • Delivery + Pickup are now two separate line items *** add all pertinent info • Set all timing to TBD unless timed drop or Night of is Requested • Add internal notes to explanation of time • CHECK Proper Terms / Payment / Totals / Tax (may need added depending on county)/ discounts • CALL CLIENT: Notate in MESSAGES in top right under TEAM. (Ie: LMOM , Spoke to Client, Scheduled Appt etc.) • Borrow Client: Hi! I am sending along (or working on) a quote but I’d love to 1. Schedule a time for you to come by. 2. Gather additional info needed to complete the quote and/ or prep for your appointment w/ getting to know you DOCUMENT + STYLE GUIDE. • Delivery Information in: Specialized times? Items going to different rooms? Venue phone number etc. • NON Borrow Client: Hi! I’d like to send you a copy of your quote but I need additional info to complete. (Or) Do you have a minute to run through the information for your quote? Is it better if we schedule a phone appointment? • EMAIL ‘SEND QUOTE’ template to CLIENT • Includes the Accommodation Sheets + Damage waiver flyer attachments in template. - (remove the will call qualifier if delivery) • Tweak Template to accommodate between a Borrow or non Borrow client or based on phone call conversation. • Add a Quote expiration for 7 days after the quote is sent within the quote on Good Shuffle. This will automatically send an email for the “Expired Contract” to client • If they have an upcoming appointment, set the quote expiration for 7 days after the appointment. • ADD Task to Good Shuffle Project (IF Borrow Client) • 1. CALL / EMAIL CLIENT : Set for 5 days after quote sent. You will have an option to do either 1 of two templates: “#2 Email Follow Up.” • Notate info from Call in Messages –> TEAM • 2. CALL / EMAIL Client : Set for 30 days after quote sent. Call first and then #3 Email Follow Up • Notate info from Call in Messages –> TEAM • 3. CALL / EMAIL Client: Set for 60 Days prior to event date (if wasn’t already accomplished in #3.) Call first and then #4 Email Follow Up • • Notate info from Call in Messages –> TEAM

• ADD client Name, email + Marketing Source into INSIGHTLY • Non preferred vendors will not be able to have the proposal complimentary hold extended for an additional week.

Client Converted to Sale Cues dictated CC’d emails from Good Shuffle • AUTOMATED EMAILS sent from Goodshuffle • “Signed Contract” + “Charge Succeeded” (as soon as completed.) • Charge Succeeded email not sent on manually entered payments so Sales Lead must be tasked to Convert to Sale if this happens + manually send “Invoice: Payment” Email • UPDATE: Team under project • Include Borrow One + Rachel • ADD Tasks to Project • 1. CALL / EMAIL CLIENT: Floor plan, Delivery Confirm, Payment : Set for 30 days prior to event. Use: “Upcoming Payment” Template in Good Shuffle • 2. IF LARGE ORDER THAT IS TIMED DROP OR NIGHT OF: Set task for Rachael to schedule delivery. • ATTACH Venue Sheet under Files in Project: Or create a task to gather info to create one. • INSIGHTLY: Add project under name with Marketing Source and order total. • 1. THANK YOU : Set for 7 days after event • 2. FIND PICS : Set for 30 Days after event • AUTOMATED EMAILS sent from Good Shuffle • “Upcoming Pay” : 1 Day Prior to payment due date • “Payment Due”: Sent 3 Days after Contract Signed w/ Changes and payments due. OR sent 3 days after last payment due. Will recur weekly up to 2 times. PAYMENTS APPLIED in Good Shuffle • Order must be signed prior to applying any payment in good shuffle to ensure you are running the proper amount. Without a signature a wrong payment amount can be due.

Converting proposal to Lost • In Good Shuffle change the contract status from blue quote sent to black Lost • In the proposal name (double click to adjust) include the reason for loss & marketing source if not a preferred vendor current vendor and save.

Refunds Given to Clients after event • No refunds to be given back on credit cards - all refunds to be made via check

Confirmed order total cancelation (event no longer happening) • When an order cancels and is not due a full refund - refer to Borrow Contract for the cancellation schedule. • Do not mark the order as lost / Add Event CANCELLED in the event name in Good Shuffle • Save a copy of the most recent order on the cancellation date in the files before making any adjustments. • Remove all items from order and add an line item - Cancellation fee in with the appropriate cancellation fee. Forward to client for their files.

Damage or Loss by Client Process A. When an item is damaged or Lost, it should be located in the Slack Channel “damageditems” A. LP will see if it has been added to Set Asides in Good Shuffle either via the project, or without (if damage done in house)as a “Project” in Insightly, if not, Reply in the “damaged-items” to BOH to complete the damage process and set aside in Good Shuffle B. Then LP to decide what should be done with it, repair process (Work Order), removed from inventory etc. Check Set Asides in Inventory (2x/week-weekly) B. LP to resolve if possible, investigate and/or remove from inventory or put back into inventory. LP to send the client an damage / missing e-mail with 72 hours. A. There should be a note with set-aside to alert the reason why B. LP to look at set-asides daily to get back to client within 72 hours A. If damage is caused by client, see if they have the “Damage Waiver”. A. If damage looks accidental, Damage Waiver will cover A. If not accidental (foot print on a sofa) or lost FOH / Sales lead to contact client within 48 hours A. FOH / Sales Lead will create an invoice for the client (separate from the job) with these items and their replacement cost C. If item is Lost is not covered by damage waiver - FOH / Sales Lead will create an invoice for the client (separate from the job) with these items and their replacement cost. Give client

Appointment Process (Events) Driven by Location Cues A.

Showroom: Preset Appt. specifically for client coming in based in Insightly Notes • CALL CLIENT 30 mins ahead to remind client to call when they get here. • Create a Good Shuffle Project: (Look at prior orders to see what has been to venue and typical drop off and pickup stats. • Make sure room is “Client Ready:” Clean, Candles Lit, and perhaps music playing. • Clip Board Set with Personalized Zone Sheet (Found in Insightly under “Sales” project,), print out of appt process and print out of style guide or wishlist. • Door to showroom open.

Once Client Calls when they’re here Meet them on Dock • Let them know we are newer to building and ask if they found us ok? • Let them know we love this area because we are so close with the furniture designers we love to work with here in Cleveland and it enables us to have our own workshop on the first floor, but the building is just starting to get redone and there are parts that need quite a bit of work.

C. Warehouse 1: Behind the scenes tour and viewing of our workshop and larger bars / architectural items we keep on the first floor. • Let them know we will start the tour in WAREHOUSE 1: Let them know about how we design and build in house and our collection is a combination of Modern / Made / Antique. D. In Elevator: Start the “Getting to know them better process.” • Where are they from? Purpose of event? Anything we may not know yet about them to help connect with the why of their event better. • Ask them how planning is going? Have they liked the process? E. Once in Showroom: • Do the loop. Introduce Designing for Zones- and give them zone sheet. “Instead of trying to decorate the whole space-focus on the zones that mean the most to you. • Upholstery area –> • Small Accessories (talk about how we can sub items) –> • Pillows (We can make any style / color pillow you need)–> • Bar setup upstairs (Talk about back bars and why spending $ on bars is so popular) –> • Custom signage and mirrors (We can hire in the calligraphy for you) –> • Architectural Items like chuppahs and carts • After tour let them walk around a little on their own and make more notes on their zone sheet. F. Take a SEAT IN A VIGNETTE and ask if they can get anyone some water or coffee. • They can book now or wait 7 days. After 7 days could lose item. • Can make changes on order up to 7 days before event and cancellations up to 90 days before event. • Review key contract items

Appointment Process + Convert to Sale (Retails Sales + Design) Driven by Google Doc / Client’s Space / Insightly A. Google Doc: Preset specifically for client coming in based in Insightly Notes • Follow Tabs and make sure explanations on each page • Link Doc to Insightly App B. Show up to Appointment and Dressed “Design Forward.” Meet them at Space • Ask for walkthrough of location. • Ask many questions about their vision for their space. • Explain after the walkthrough we will sit and go through the scope of the work. C. Google Doc: Start mapping out scope of work and how we work. • Explain how we track time. • Ask for pinterest pics or any visual ideas they have for space. • Ask if they have any expectations of budget. • Let them know about $500 deposit / contract to be signed. D. Once Contract is signed: Measure out COMPLETELY the space to be designed as well as line up contractor for pricing. (Not to exceed 5 hours of work) • Need full elevations of walls, window openings, ceiling heights etc. • Schedule walkthrough with contractor / trades. • Complete Floor plan and initial Borrow pricing. • Submit “Creative Submissions” for Borrow Builds / Upholstery / Onsite Labor • Complete Design Board with Initial Furniture Ideas E. Once all quotes complete: Present Design and Bid to Client as well as share electronic copies on Google Doc • Updated Contract will need to be signed as well as deposit paid (50% of total unless other payment schedule established.) • Allow up to 2 large revisions on Floor Plan (additional are additional) • Schedule Contractor • Complete Buy Sheet F. Convert to Design Sale in INSIGHTLY Sale Converted to a Project:

1. Make sure all fields are completely filled out in Insightly + Good Shuffle: Marketing Source, Onsite Contact, Venue, Delivery + Installation Dates.

2. Convert Opportunity to Design Project. • Assign Appropriate Activity Set(s) to Project • Assign Converted to Design Sale Activity Set to Opportunity. 3. Installation Notes • To be updated and housed in Design Work Order (Pink) • Make sure BOH is made aware of any changes and updates with update work orders 4. Build / Upholstery Notes • To be updated and housed in Work_Order (Green) • Make sure BOH is made aware of any changes and updates with updated work orders G. Once CONTRACTOR CONFIRMED and start date established • Time out Buy Sheet / Begin Ordering and Build prioritizing so all items received and completed 2 weeks out from contractor completion date. H. Schedule WALKTHROUGH of space with Borrow Build Lead to review Work Orders and timelines

Delivery Accommodations Refer to sheet in good shuffle

Long-term Sample Orders A. For sample orders that will be out for an extended period of time (Ex: Spice, Thyme, Marigold etc), do the following: A. In the ‘Rental Items’ date range, extend the date range for 12 months from the start date B. In Logistics, do the same for the pickup date (extend to 12 months past the drop-off date) A. If this is not done, it causes Good Shuffle to ‘Auto-Check-in’ items which can cause issues C. Put a note in internal notes with potential pickup month / date D. Set a task for yourself within the order to follow-up for pickup within that month

Procedure for items that are in Staged Premier Vendor Locations: A. Check item usage, if only being used for one order follow steps below, if multiple usages in the next consecutive weeks, skip to step B.

• Remove item from Sample Order • Dictate in internal notes in Good Shuffle that item is being moved + to what order # it is being moved to • On the order the item is being moved to, dictate in internal notes that the item is being picked up from Staging location • Adjust off-the-shelf time of the item to today’s date (leave restock time as is) on the new order. • In project on Insightly, add task for LP Manager/BOH to schedule pickup from Staging location+ to schedule return to Staging location • Add note in Project in Good Shuffle to schedule return of items after event date and add back onto Staging order. B. Item has multiple usages for consecutive weeks: • Remove item from Sample order • Replace item with a similar item with similar dimensions with no upcoming usage on Sample order • Dictate that item is being moved + to what order number + we are bringing new item in internal notes • In internal notes on new order, dictate that item is coming from Sample order • Adjust off-the-shelf time of the item to today’s date (leave restock time as is) on the new order. • If confirmed - in project on Insightly, add task for LP Manager/BOH to schedule pickup from Sample location + drop off for new item • Add note in Project in Good Shuffle to schedule return of items after event date and add back onto Staging order.

Floorplans Why: Determine Flow + Proper Scale + Directional tool for our BOH team. A.

Provided by Borrow: A. ** Free for people spending more than $2500.00. A. Open in Chrome B. Search for Venue Name / or “Tented Event” to add a floor plan. C. Go to seating and add a floor plan and get to work! D. Distances to remember: • 2.5 ft for room for service personnel (between bar and back bar.) • 5 feet between dining tables. • 10 ft in front of bars and buffet / food stations • 3.5 ft smallest “aisle” Preferable 4.5 ft. E. All Seated Tutorial to be found HERE: https://www.allseated.com/tutorials/ floor-plan-tutorials/

B. Provided by Client or Vendor A. If sent without Borrow items marked please verify with client so we can mark them. A. Use ‘Pages” or ‘Mark Up’ on View finder to do so with large a noticeable print. B. Make sure to mark where drop only items will be going. C. Point out steps, hills or any other instructions.

New Client Procedure: Retail Upholstery + BB A.

Enter Client Information in Insightly and Good Shuffle • Name, Email, Marketing Source, Phone Number • Tag Client with “20YY Upholstery Retail” “BB Retail” • Proper tagging / labeling allows us to run marketing reports and send targeted marketing pieces to our clients. • Create Opportunity named “mm/dd/yy last name or organization name” if information is known if not then Opp name to be “last name or organization EVENT.” • Put Description of pieces under Opp Description • Budget for Rental Items • Guest Count Log first reach out by forwarding email to Opp Link Email or recording in • notes if call in. • In Good Shuffle ALSO include event time, any specific delivery dates / times if they know as well as the coordinator they are working with.

B. Call client to Complete Information / Complete Phone appointment if applicable. Call and Client Picks Up: Hello! This is _______ from Borrow calling about your inquiry. How are you? Is now a good time to chat? If not, ask for a better time or let them know we can email them. • If message left notate notes with LMOM • Be sure to say on message an “Email will follow so be sure to check your SPAM if you don’t see anything come through.” INFO COLLECTION COMPLETION INSIGHTLY / Good Shuffle • Make sure all above information is filled in and if not- ask for info. GETTING TO KNOW OUR CLIENT IN “NOTES” IN INSIGHTLY • Double check fabric- do we need to setup design consult to pick or will they be supplying their own. Why’d they choose to call Borrow? • Need picture of piece. • Ask what they want the “Style of their piece” to be and record here. C. Create Quote in Good Shuffle + Notate in Insightly • Mark as “Sale” • Event Date: Date of Quote • Delivery Date Range (6-12 weeks) • Will update this once we hear back from Borrow Builds or Vendor Line Items: • • Misc: Description of Piece • Upholstery Labor when applicable • Upholstery Fabric when applicable • Upholstery % when fabric outsourced Price Upholstery Fabric for Creative Submission (will be sending through at • later stage) • Greenhouse Fabrics –> Login –> Enter choice and price in internal notes Price Upholstery Labor •

• Through Borrow: Send through Creative Submission (include fabric + price per yard + picture) for work order. • Through Fabric Showcase: • Create Project in Insightly 20YY - MM/DD Client name / description • Assign Sub-rent SMP • Send email including picture and tag project • Request how much yardage of fabric they will need • Request when piece will be done • Request their labor cost • Make note in internal notes going through fabric showcase. • Once all info is received send through Creative Submission w/ all above info so BOH can complete work order.

How to Mark Up a Custom Source for a Rental Order A. Research the product • Start with local: Etsy, Faire Trade, Dovetail, Amazon, Alibaba, Nuevo • Non-Wholesaler: Wayfair, Crate & Barrel Brands, All William Somona Brands, Ikea, Urban Outfitters, Joy Bird • Must be commercially rated for a 300 pound adult B. Once you find the best option = Price, Quality, Function. • Retail Mark Up: Not always at cost, depending on product projection. Check in with Product Manager at this time. • If product projection is high, we can match market pricing. If product projection is low we will Picture Guide: do Item Name Dimensions WXLXH Front Back Closeup Edited Real Image Pulled Added to R.W. it at cost

Once Complete: Scan / Take photo to attach Insightly. Assign task to Ann King for photo editing

20 1

• Wholesale Mark Up: Usually do it at cost • If product projections are low you are going to add on 10%.

How to Mark Up Upholstery / BB for Retail Pricing A. Obtain work order from BOH. B. Mark up Labor by 100%. C. Mark up Materials by 10%. D. In Good Shuffle: Transfer information from work order to proposal. The delivery date is figured by estimating 1 week past “Worst Case” time estimation on Work Order i) Use Bold Headers to separate out Labor vs. Materials • Line items beneath headers to break out pricing. 1. Upholstery Foam / Supply / Labor and Fabric items can all be found under “Shop”. 2. Borrow Builds is also a line item that can be used. 3. Materials: Use line item Custom Sourced 4. For Labor use: Upholstery Labor or Custom Borrow Build for carpentry ii) Add Tax iii) Add delivery iv) Add installation if applicable (securing shelves and things like that.) • If installation is required FOH to complete a design work order to be attached for delivery and meet with BOH to make sure all necessary equipment is accounted for. E. Before giving pricing to client *** i) Research Fair Market Retail 1) Etsy 2) Upholstery: Fabric Showcase ii) If pricing is similar pass proposal to client and assign client SMP. iii) If pricing is way off schedule meeting with Founder / Owner for game plan. iv) Schedule appointment for client to choose fabrics. F. Once 50% deposit is paid convert App to project and assign Borrow Upholstery SMP.

How to Mark Up Borrow Builds for Rental Pricing A. Product manager to research the original work order on cost to make / or purchase price. B. Determine from product manager if the piece in question is a good or bad performer (ROI over 300% good performer) C. Good performer - Take the build price and add the rental price. Build price was $500.00, current rental price is $150.00 - price to build additional piece is $650.00 D. Bad performer - Double the price from the work order - $500 was the build cost additional piece to build is $1000.00 E. Client Customization to bad performer- Take the cost of the build and divide it by 3. Add that price to the rental price. F. This piece can’t be cancelled once production has started!!!

Retail Sales From Website Putting in GS A. Receive the order via email confirming the order was place online and is all paid B. Create a SALE order in Good Shuffle and the payment goes in as other ii) Determine if we need to ship or will-call pickup c. If will-call get in touch and work out a mutual day time that will work with client and BOH d. If shipping make sure the shipping amount was calculated correctly. Refer to Retail Shipping portion of FOH packet if item can fit in a box - if a furniture piece get with Logistics to get it scheduled on the calendar for BOH delivery. e. Update the Good Shuffle order to reflect the will call time or delivery time

Borrow as Venue A. All studio reserves / room rentals are charged for the time the client will be onsite (or their vendors.) A. This includes setup and breakdown. B. All reserves are required to sign a Hold Harness Agreement (Saved in “Borrow as Venue” project in insightly. C. Prior to event the “Pre-Event” checklist must be completed. After the event the “Post-Event” checklist is to be completed. Checklists found in Google Drive on Important Links. D. Event Labor is charged if Borrow staff is asked to do setup beyond the 2 tables and 20 chairs included in the rental. E. Borrow staff member to do general walkthrough of wifi, lighting, bathroom and elevator protocol prior to the event. F. Client does have option to extend the rental while onsite (this is an elevated charge and can be found as line item in Good Shuffle. • If deposit payment is made more than 1 week after quote date let client know this could affect the completion date of the piece.

MARKETING PROCEDURES Marketing Reports A. To be pulled on weekly basis. B. Report 1: Insightly –> Reports –> Shared reports –> “Marketing Source Report.” A. Edit Report –> Update to appropriate dates and then hit save. B. Run Report –> Actions Drop down –> Export to Excel 22

A. Look for notification on top of Insightly page for downloadable link. C. Completion Goal of 75% Complete for marketing sources. C. Report 2: Insightly –> Reports –> Shared reports –> “Project Marketing Report.” A. Edit Report –> Update to appropriate dates and then hit save. B. Run Report –> Actions Drop down –> Export to Excel A. Look for notification on top of Insightly page for downloadable link. C. Completion Goal of 100% for 1.) Marketing Source and 2.) Order $ A. Double check all appropriate sources are applied.

Marketing Procedures Brand Assets Creating a Design Board Creating an Issuu Creating a Pamphlet / Flyer The Marketing Calendar Newsletters Social Media Procedures Instagram Pinterest

PRODUCT PROCEDURES SMUGMUG PROCESS

Photo Process A.

Take Photos Using Picture Guide i) Once Complete Take photo of sheet and upload into Photographs/Inventory Procedure ii) Send task to FOH to edit photos.

B. Upload Camera shots in Smug Mug –> Products / Marketing –> Camera Uploads C. Upload new uploads into Lightroom • Take one photo and adjust using Borrow Presets or JBL Presents and possibly additional editing. D. From there, edit photo in photoshop. i) Select –> Select and Mask ii) Crop to appropriate square.

iii) Save finished photo in PS iCloud / Finished Edits File. E. Save finished photo as PNG and transfer into Smug Mug. (Can save as Jpeg to desktop and then smug mug) F. Task to LP Manager to upload photos to Good Shuffle

CRICUT PROCESS

hello@borrowcuarted.com BorrowLLC1 Making in house: Makes sign in pages Export to PDF Crop the PDF Save If coming from client only & once above step is done: Take the PDF and drag into pages to make it big and avoid the edges File Page set up Manage custom sizes Set to size needed Drag the PDF to make larger Export to PNG Open the PNG Crop again Go into Cricut New project Upload Upload image Complex image Click image / delete background

Apply & continue Upload Click upload image Add to canvas Lock proportions Make it OK Continue Blinking arrow Load paper Click blinking C

HANGING CLIENTS PIECES ON BORROW RENTALS 1.) Only for preferred vendors 2.) Only on our items - not responsible for others peoples property 3.) IF POWER IS NEEDED:We will run power to the light but we are not responsible for the power needs the light requires - the client is to con rm with venue / lighting company that said outlet it is going to be plugged into has the available circuits to support what the light requires 4.) We would charge a minimum of 1 man hour labor on site for install / per sign and 30 minutes on strike - additional fees could apply if the install labor takes longer that 1 hour - credit card to be on le to charge those fees. Any assembly of said neon would be billed at our same onsite labor rate. If we have to assemble the piece / pieces we MUST have them prior to instal. LINQ CARD

Borrow + linq directions

Make sure not to cover QR code when holding

AFTER PEOPLE SCAN WITH THE NFC OR QR….

2. After they click ‘Continue’ or 1. This screen will pop up

Encourage them to share their info with us

Click ‘Ready? Open Contact

4. After scrolling to the

They need to scroll down to the bottom of the page

If they were to search for our contact it will be saved!

5. Click “Done”

FOH REVIEW CONT-1-1-1-1 Annual Review

Score

% Potential

Notes

Creative Submission Reporting + Warehouse Styling + Product 3 New Creative Submissions Per Quarter Showroom flips: vignettes highlightng probation + new items 2 flips per month high season (November - April) 1 flip per quarter low season (May - October) Inventory Photos Up To Date All Product complete in Good shuffle Borrow Gear levels maintained 10 = 100% TOTAL Cost of Living TOTAL Performance EARNED

** To get 10

1 or no misses

** To get 5

2 or 3 misses

** To get 1

4 or more misses

25% of Total %

QTR 1 July 19

QTR 2

QTR 3

FOH ANNUAl & quarterly review-1-1-1 Annual Review Cost of Living

Score

% Potential

Notes

Must be above __%

0 - 2.5%

Based on Federal

Employee Files / Training Comes to work with a Can-do positive attitude and remains positive throughout the day 1, 5 10 year goals updated w/ action plans Training Notes / Retrain Notes / Testing for Competencies Recorded Incident Reports Slacks everyday in the Huddle channel 10 = 100%

10% of Total %

10 = 100%

25% of Total %

10 = 100%

40% of Total %

Sales & Client Reports Complete Reaching out to wishlists / moving proposals to wishlists in a timely fashion Floorplans Attached to order w/I 1 week Following up with all new proposals created with a call within 24 hours Missing items 2 weeks out - client gets a call not e-mail Proper Accommodation Fees Charged DeliverConsistently Managing Damage Process- 100% of all damages recorded

Marketing Reports Posting 3 reels per week in regards to probabtion + new items + events in general Setting Monthly goals for posts / filling out the marketing algorithm New Project Marketing Sources filled 100% New Client Marketing Sources filled 75% One new marketing idea / flier per quarter Upload Galleries - 50% of events per Quarter 2 hours of marketing edu https:// business.facebook.com/latest/? asset_id=404696869553788&nav_ref=p rofile_plus_admin_tool Look for albums evey 2 weeks 1 Style shoot per month 1 strategic Marketing event per month Update the 3 pins of the week w/ underperformers or new on a weekly basis

weekly 30 min video / marketing pow wow

QTR 1

QTR 2

QTR 3