For Employees: How and When To Call Field's Express

"Field's Express" was just one of the above-and-beyond measures Marshall Field's used to create a more pleasant and quality service environment for its guests. Below are pages from the New Team Member Welcome Packet, to familiarize new employees with the benefits of Field's Express, and to train them to work with Field's Express Team Members for maximum results in giving excellent customer service.

Click on images to enlarge and read easily.

Marshall Field's Employees Earned Their Stripes

New Marshall Field's Employees received a "Stripe Card" and an accompanying informational placard about the "Earn Your Stripes" incentive program. It was really quite simple, and most employees participated very seriously!

At each wrapstand (cash register counter) was a chart showing each area's average sales transaction amount, along with figures showing 3X, 5X, and 10X those averages.

For every sale made for 3X the average, the employee would receive 1 stripe. For a sale of 5X the average, 2 stripes. And for a sale of 10X the average, 3 stripes.

Each stripe card had a total of 20 spaces (!) to be stamped with a green-inked stamper in the same exclamation-point shape as the spaces on the stripe card. Managers and Field's Express Team members could stamp the cards for the employees as they called via radio to let it be known (quite proudly and gladly) that they had achieved these results. As their calls came in, the employees were congratulated and announced via radio also, then their card stamped. (Field's Express Team members could participate in the rewards of this program also, though they could not stamp their own individual cards.) When stripe cards were filled, they could be redeemed for various prizes. For example:

1 full stripe card might be redeemed for a large candy bar,
2 full stripe cards might be redeemed for a Marshall Field's T-shirt
3 full stripe cards might be redeemed for a Marshall Field's Sweatshirt or the employee's choice of a $5 Marshall Field's, Speedway, or Blockbuster Video gift card.

There were higher levels also, with weightier prizes such as luggage. 10 full stripe cards could be redeemed for a $20 gift card of choice, for example.

Marshall Field's employees were given encouraging incentives such as the "Earn Your Stripes" cards, providing them a sense of accomplishment and true rewards. At the same time, this simple program was such that it did not create combative competitions between employees but rather a healthy and shared sense of success. Who could possibly contrive a 3X, 5X, or 10X sale without being horribly pushy? No one! It was therefore more of a sense of elation when it happened because it was a direct result of what Marshall Field's was known for: giving excellent service and delivering the unexpected.

Field's Express Service - Going the Extra Mile

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Pictured left is a bookmark of sorts, given to Marshall Field's guests to let them know of the above-and-beyond services which were standard fare at all Marshall Field's stores. This was also given to FIELD'S EXPRESS team members to serve as a handy reference tool. This particular bookmark shows the Michigan stores, their phone numbers, and the e-mail addresses for FIELD'S EXPRESS at each location.

(Click on the picture to enlarge.)
Pictured right is something Marshall Field's guests are sure to remember - a Package Pick-up label sheet. There were no shopping carts at Marshall Field's. Guests who had large purchases, too heavy to carry, could have their purchases taken to Package Pick-up - typically located at the Guest Services Desk. FIELD'S EXPRESS team members were called via radio to the department to pick up the purchases and take them to Package Pick-up. Guests were given a sheet of labels, so that they could continue shopping in other departments and use additional labels if necessary. When they were through shopping, they could park their vehicle outside Package Pick-up and receive assistance, if needed, loading the packages into their vehicle. FIELD'S EXPRESS team members were available for this and many other special services.

For speed of service, call FIELD'S EXPRESS!