EVER VIGILANT, EVER TRUE
SUPERHEROES TRAINING MANUAL: VOLUNTEER EDITION
EVER VIGILANT, EVER TRUE
by Store Manager Ellen L., Volunteers Jess F., Liz L., Victoria L. (Design) and Emily S.
SUPERHEROES TRAINING MANUAL: VOLUNTEER EDITION
Hello,
and thanks so much for agreeing to volunteer at the Brooklyn Superhero Supply Company! You, and volunteers like you, help provide us with an ongoing source of income and, perhaps more important, serve as ambassadors to our surrounding community! 826NYC is a nonprofit organization dedicated to supporting students ages 6-18 with their creative and expository writing skills, and to helping teachers inspire their students to write. We are not alone! Originally founded by superstar writer and activist Dave Eggers in San Francisco, 826 National is a big organization. 826Valencia (Pirate Supply Store), 826LA (Time Travel Supply), 826Chicago (spy supply - once known as The Boring Store but now being re-branded), 826Michigan (Robot Supply, located in Ann Arbor), 826Boston (Greater Boston Bigfoot Research Institute, in Roxbury), and 826DC (Museum of Unnatural History) are our fellow branches. 826NYC has been in operation since 2004. Tip: It’s fun to chat with folks about far-flung 826-esque organizations! Ministry of Stories (London - founded by Nick Hornby!), Hundred Story Building (Melbourne), and Writer’s Block (Las Vegas) are not strictly affiliated but are good examples of organizations that we have inspired. Here is a list of some international organizations who were inspired by 826 and do similar programming: London: Ministry of Stories & Hackney Pirates. Vienna: Buch-Piloten. Sydney: Sydney Story Factory. Toronto: Story Planet. Paris: Le Labo des Histoires. Dublin: Fighting Words. Milan: La Grande Fabbrica Delle Parole. Florence: Porto Delle Storie. Stockholm: Berättarministeriet.
EVER VIGILANT, EVER TRUE
PREPARE FOR MISSION, Getting Started in the Store
First, turn on all of the lights. Here’s a handy diagram:
Outfitting
Gear & Manuals
Office Capery
Devillian IZER Lab Equipment Entrance
5th Avenue
SUPERHEROES TRAINING MANUAL: VOLUNTEER EDITION
Then, some music. Our computer is extremely ancient but it has a working copy of iTunes and a reserve of superhero appropriate music (feel free to bring in CDs and load it up with your favorite kid-friendly tunes!) Make sure that the stereo (to the left of the door) is on, and that ‘A’ is pressed on the far left. The beautiful sounds should soon start to fill the store. A good first step once you’ve got the lights and music on is to take a pass around the store and do a little dusting. We have a duster positioned in the office - those cans do get dusty, as does the skeleton of one of the mad scientists our founders did battle with (New York used to be a lot more dangerous). Neatening up is also much appreciated by the customers (and store manager!) Are the t-shirt stacks neat? Are the capes placed nicely on their hangers? If so, you’re good to go. “WHAT KIND OF SUPERHERO ARE YOU?”: Greeting the Customers What to do when the customer is in the store? Good question! Well, first, say hello! But then...well, there are several options. You can… a) play it straight, and say something like “welcome to Brooklyn Superhero Supply Company. I’m here if you have any questions!”, and then give the customer a quick tour of the shop: the cape tester (designed to simulate the experience of flying at 40,000 feet!), the Devillainizer (everyone has a little shred of villainy in them - look at Batman!) and the Mindreader. b) go for the full superhero experience! Offer to put a cape on them, ask them if they’re fully stocked on antimatter and invisibility, and offer to show them where the best kryptonite is. c) strike up a conversation! If they have bags, ask them if they’ve
EVER VIGILANT, EVER TRUE
found anything cool. If they have a museum sticker, ask them about the exhibit. Be friendly and interested, and people will feel special. Whichever path you choose, be responsive to the customers (and sometime this means just leaving them alone!) and have fun. Please keep texting and such to a minimum when customers are in the store - we need them to feel that asking a question or asking to test out a product isn’t interrupting. Tip: Whatever happens, remember that everything sold in the store benefits 826. Throw that into the conversation every once in a while! If you’ve been in a workshop or class here, you know how cool that is. Please share your enthusiasm! Sometimes folks think that we’re a joke store, or just a bit of Brooklyn irony. Share the substance behind the Superhero Supply Company, and people will feel good about buying stuff here. A lot of volunteers wonder what to do when the store is empty. One possibility is to bug Store Manager Ellen for something to do - there’s always something to be cut up, assembled, restocked or, if you’re feeling brave, sewn. Another possibility - and we’ll be very grateful is to grab the Swiffler or anemone cleaner (both are currently kept in the office) and dust a bit (especially if the store was busy when you got in.) Tip: A really fun - and productive - thing to do when things get quiet in the store is to read some of the books of student writing we sell. First of all, many of them are hilarious, poignant, whimsical...they’ll definitely keep you amused. Second, they’re what the store is all about - keeping workshops and classes happening for kids all over the five boroughs. Get inspired!
SUPERHEROES TRAINING MANUAL: VOLUNTEER EDITION
BE A SUPERHERO, The Tools of Our Trade
Devillainizer - there is a switch in the floor of the Devillainizer that enables it to power on. The mouse to the side is key for its control - clicking brings on the start screen. When in doubt - if something seems stuck, or weird - click the mouse! Mindreader - this will only turn on when the Devillainizer is powered. Basically it’s an amplified iPod - look for the iPod to the left of the Mindreader. Press play, and be patient! If it doesn’t work, I like to go analog - I just tell the kids what I think they’re thinking! It’s often surprisingly accurate. Please note - the top of the Mindreader moves but will not remain in a fixed location. Cape Tester - turn all switches to go (the red one being most dramatic), and let the cape testing begin!
EVER VIGILANT, EVER TRUE
A NOBLE MISSION Actually, Yes, Selling Stuff in the Store!
Do you like talking to interesting new people? Do you enjoy the thrill of the sale, especially when it benefits an amazing local nonprofit? Well, these are the things that will make you an amazing Store-ie. It’s a fun way to interact with the community and spread the word about 826NYC. Here at BSSCO we use Square, which is a pretty easy, straightforward system. First, look for the iPad - it should be either charging in the office of the store, or in Store Manager Ellen’s office downstairs. Cash or credit, it all goes through Square, which helps us to manage inventory. Credit gets swiped through the reader stuck in the headphone jack, cash goes in the drawer in the office. If you are putting in a custom price for something - say, a multi-item deal approved by Store Manager Ellen - tap the little calculator icon in the lower right hand of the Square screen. This will allow you to put in whatever the price in, and then will add tax. Tip: when swiping your Square, just take your time! Some cards need multiple swipes. Make conversation with the customer and stay calm. If the swipe doesn’t work, just tap the field next to ‘credit’ on the checkout page and type in their card number. Also, make sure that the cardreader is fully secure in the jack - sometimes it comes out a bit and loses the connection. Our return policy is simple: within two weeks, with a receipt, we can accept exchanges or returns for store credit. This is a nonprofit, and we need to keep returns to a minimum. Tip: Discounts are in the product library! From the 40% volunteer discount to Amazon Local or Groupon, there’s nothing to scan - just look for whichever one the customer has in the product library, where it will be listed as a negative sum. For example, Amazon Local
SUPERHEROES TRAINING MANUAL: VOLUNTEER EDITION
Business $40 will look like Amazon Local Business: -$40. Add it to the basket and the amount of the discount will be deducted. For the commercial discount codes, please grab the code from them and email it to me at ellen@826nyc.org Sometimes people will ask tough questions, such as “No, really, what’s in these cans?” I suggest reading the situation. Some people want to keep the magic going, while some people are concerned about the TSA. Read the situation, and answer accordingly (the strictly practical answer is either red sand - Aardvark Bros. and BssCO cans - or water, in the Bugayenko jugs. All cans or bottles should be emptied of liquids, put in a plastic bag and put in checked luggage - there have been some very strange conversations between our customers and various customs officials over the years.)
EVER VIGILANT, EVER TRUE
One quick thing - we have an ongoing relationship with How About We, a dating company. If someone comes in - usually a sheepish potential couple - looking for a How About We scavenger hunt, look in the office for a pile of blue binder paper on a clipboard. Hand one of these to the lucky, soon to be superheroic, duo, and let them do all of the activities. At the end, they receive a jar of Kryptonite from the display on the mezzanine level - Nakayamashi Industries Blue Kryptonite is the standard, but depending on stock they can take their pick. And that’s it! Tip: the store is a great location for gift giving, especially for fun Secret Santa gifts! T-shirts ($15-20) are a great standby. I like the Aardvark Bros. line for people who are into design - it has a great old-timey feel ($9.99-$13.99). Secret Identity Kits ($7.99) make a great office joke gift, as does one of the kids’ books about zombie hunting or Michelle Obama. For someone with a bit of cash
SUPERHEROES TRAINING MANUAL: VOLUNTEER EDITION
who wants something special, try our Project Selima Secret Identity Glasses - they are classy, well-made and the perfect disguise ($45). We invite everyone to put their own spin on ‘the Vault’, our pre-purchase procedure. It’s a big part of what makes shopping here fun, a piece of theater that is whimsical, engaging and creates community. First, tell your customer, “we thank you for your purchase, but we have to make sure you’re not in our super villain database. Please place your items in the Vault while we run your name. What is your superhero name, by the way?” Tip: a military rank or other honorific plus an adjective is a good fallback. The customer then places their stuff in the Vault, located to the left of the stairs to the office. Now, ask them to read the Vow of Heroism, adding that no supervillain has ever been able to make it to the end. Once they’re done, this is a good time to actually process payment. Once they’ve done that, run up to the office and winch their stuff up using the wire pulley. Turn on the mic, and say, “your purchase is approved. Thank you, (insert superhero name).” Then go down, with their purchases in the appropriate bags - we normally have large and small bags in both paper and plastic (please let Store Manager Ellen know if we’re running low.) Complicated? Yes? Fun? Definitely. You may not be able to do this every time - some customers will be in a rush, and sometimes the store will be too busy. But especially with people who have come a long way to enjoy the store, this is a vital part of their BSSCo experience. Give it a try!
EVER VIGILANT, EVER TRUE
SUPERHEROES: THE NEXT GENERATION
Where Kids and BSSCO Meet
Kids love the Superhero Supply Company: it’s fun, it’s flashy, and it’s more enjoyable getting devillainized than doing your homework. But 826NYC has to be a safe space, and unfortunately that means that there are rules for kids’ interactions with the store. First and foremost - if they’re unsupervised tutoring kids, they’re not allowed in the store. Be tough, be firm - but don’t let any little guys squirm out of math or, worse, leave the store without letting the folks at tutoring know. This is super important! If you work on a Saturday or Sunday, you might encounter one of our space rental groups. Parties and other events are mission-critical here at 826NYC - those fees help to keep the lights on. And the store, though it’s not rented out, is often a draw for kids who are part of these events. However, kids are not allowed to be in the store unsupervised - it’s not safe. If a kid from a party appears on the cape tester, feel free to politely grab a parent from said gathering and ask them to watch the tiny individual in question. Sometimes kids just wander in off the streets. If they are rowdy, feel free to kick them out. If they are well-behaved, use your judgment, but please call on a staff member, such as Store Manager Ellen, for help. On the flip side - adults love wandering into the tutoring area! While it is fine if you show them the tutoring center through the secret door (it’s theatrical and they love it!) no adults should just, well, end up in the tutoring center. It’s not safe. Please keep an eye on customers, and feel free to drag them out if any of them make it back there. Also feel free to use one of the red barrels as a barrier in the hallway. On a related note, store customers are not allowed to use the tutoring center bathroom, especially for trying on clothes. This is unfortunately non-negotiable.
SUPERHEROES TRAINING MANUAL: VOLUNTEER EDITION
JOINING THE LEAGUE The Store and Fundraising for 826NYC
In fall 2014 826NYC launched a membership program called The League of SuperHumans. Membership begins at $100, which gets you a 15% discount at the BSSco. As giving increases donors are given more opportunities to connect with both the organization and the store. A permanent membership display is in the works and currently temporary brochures are on hand. During certain times of year (November, December, and March, mostly) we’ll ask you to bring membership up to store customers. If you’ve had a good interaction, shown them the center, talked about our student’s books, then it would be great if you could say “You can save 15% off today’s store purchase and all future purchases this year by making a taxdeductible donation and joining the League of SuperHumans.”
EVER VIGILANT, EVER TRUE
FAQ:
Is (insert name of random piece of display) for sale? Ha ha! I love to quote prices in the millions for the Devillainizer or Mindreader (or, best yet, the electrocuted skeleton in the Bugayenko area). If someone wants to buy something like one of the red barrels or a clock from the wall in the office, they are most certainly for sale. Don’t worry, we can get more. Red barrels are $150 each (put it in Square as a custom price) and the clocks are in Square for $50. Got any other questions you hear over and over again? Got any ideas for products? Friends who’d like to volunteer? Things you’d wish the fact sheet had told you? Please email Ellen at ellen@826nyc.org
And thanks for being part of Brooklyn Superhero Supply Company!
SUPERHEROES TRAINING MANUAL: VOLUNTEER EDITION