Chapter II: Part 2

Some of the most successful men of the day give you in the catalogue sent the benefit of their thought, experience and hard work.

It may be a surprise to compare catalogue prices with others, but always a favorable one for the catalogue.

Confidence in the goods offered at the prices asked was established long ago.

The man is prosperous who saves a dollar on this and a half dollar on that: the prices quoted help you in this direction.

The goods offered are _exceptional_, on account of the price; and _rare_, because of their exclusive style.

Honest value is guaranteed for every cent you send, or it is sent back again.

It pays you to deal where no false representations are made, but where goods are sold exactly as advertised.

The goods offered are honest, the prices are right, customers are every-day honest people; and that's why it's easy to do business together.

You don't save the freight when you buy at home; the freight and a big profit as well are added in the price.

The whole truth of the matter is--_what promises are made, are kept_.

It is the belief engendered in the truth of these and other statements, the influence they exert in convincing, and the persistent method of keeping it up, that attracts this particular trade; and the faithfulness with which all promises are kept, all obligations fulfilled, that builds the business up on the lines of perfect confidence and retains it.

All may not be agreed upon the effect the response to this method of doing business has upon the country at large; but it is, nevertheless, 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 money, and it has proved to be a pronounced success to the promoters.

The possibilities of increased trade through the medium of the mail-order department appear almost unlimited. The amount of business that may be done has evidently never yet been measured, and no other branch of the business is apparently as capable of as large development as the mail-order trade.

Catalogues.

The general catalogue of Department Stores stands in the same relation to the mail-order trade as the newspaper does to the store trade. It is the chief medium for mail-order advertising. Though supplemented in various ways by special advertising, yet the catalogue stands distinctly alone as the indispensable means for securing and retaining the trade of out-of-town customers; and bearing this important relation to the business, extraordinary care is exercised in its preparation from start to finish. It is the silent traveler, the individual salesman; and as the highly successful representative salesman must have qualifications that bring business, so the catalogue must have the essentials which will insure successful results. These consist of appearance, paper, printing, illustration, arrangement, description, goods, prices, etc.; all of which must be thoroughly understood and intelligently carried out, not only in the relations they bear to each other, but also in the relations they all bear to the general effect and result.

The quantity to be issued is first decided, depending upon the number of present customers to be provided for, and the additional quantity required for extra circulation to influence new trade, which increase depends upon the amount of new business likely to be done, and the appropriation for which is usually determined upon a percentage of the profits. Next in order for consideration, is the size of the catalogue. The number of pages varies slightly, according as it is a spring or fall issue, and any increase from previous issues is governed by the addition of new stocks into the business. If new departments have been added, additional space must be made in the catalogue to provide for them. The paper is next selected. The size of the sheet must be accurately determined and the weight fixed, having due reference to the weight of the book when completed, as the postage for mailing is an important factor in the cost, and an extra ounce over weight might mean a great additional expense. The inside paper should be light but strong, and of such a color and finish as to produce the best effect with whatever character of cuts are used in illustrating. Particular attention must be paid to the cover paper, it must be of suitable weight and color and of a high finish, capable of producing a superior cut in colors, and extra strong, in order to stand handling. Tons of paper are required for the issue of a catalogue, which is usually bought direct from the mills, being manufactured expressly to order as to size, quality and finish specified, and delivered as required.

The cover design must be decided upon early, giving the artist time to fully complete his drawing, and the engraver time to execute his best work. It must also pass through experimental stages with the printer, possibly proving in a variety of colors, criticising and comparing, until the best effect is secured and selection is made; and to do this and work off thousands of covers, and have each one perfect, the work must not be hurried. The cover design must be good, both front and back. It should interest and attract, and at first glance create a favorable impression. It should be a quick-acting advertisement, characteristic of the business, telling the reader instantly what it is about, so distinctly individual and striking that it insures attention like a flash. A good cover design is a most important feature of any catalogue, requiring originality of conception and the best artistic engraving and printing skill in its execution. Such a cover is always worth infinitely more than it costs.

Arrangements are next made with engraving companies whose artists and engravers are to prepare the drawings and provide the cuts used in illustrating the catalogue, and whose abilities and resources are sometimes taxed severely to get the work out as required.

The quantity to be issued and the size of the book being determined, paper selected, and artists and engravers secured, the work of compiling the catalogue begins. General catalogues are issued semi-annually, usually in March and September. A definite date is fixed when the catalogue is to be completed, and everyone associated with it in any way must work to that end; not always easily accomplished, but possible, and therefore insisted upon. Blank books are usually provided heads of departments, who are expected to use them, thus preserving a uniformity in the preparation of copy, and facilitating the work of the catalogue manager and printer. For months previous to the issue of the catalogue the buyers have been securing goods from everywhere, planning ahead, anticipating the wants of customers by making extensive preparations for the future. The world's markets must be visited and examined into, finding out what is new in this line, what change in that, whether this new idea in lamp goods is what the people will want, what designs in baby carriages are new and attractive, whether this style of boys' clothing is correct or not, knowing the latest ideas in gloves, laces, ribbons, handkerchiefs, fancy goods, etc.; securing the newest and most fashionable dress fabrics, knowing what styles in millinery, jackets, mantles, blouses, wrappers, etc., will prevail; seeking out, buying and arranging for quantities and deliveries to meet the demands of the trade--in fact, going over the whole range of merchandise.

The department manager's selections from these goods, as to quality, variety and price, must be carefully made, keeping in view the character of the trade appealed to and being governed in this by his experience and knowledge of its requirements. His descriptions must be accurate and short, but comprehensive, telling exactly what the goods are, giving the facts in a clear, truthful and intelligent manner. He must illustrate his goods where possible, the better to enable the customer to form an opinion as to the shape, style, appearance, etc. Valuable assistance is rendered heads of departments in this particular by the catalogue manager, who, by reason of his work, has made careful comparison of other catalogues, and has kept in constant touch with everything new in the way of illustrating, and is, therefore, ready with ideas and suggestions, which are utilized to the best advantage. Goods to be illustrated are set aside, the artist is given full instructions as to what is desired, style and size of cut required, grouping of articles or figures, etc., and the work is put in hand. Drawings are submitted to catalogue manager, who with head of department examines the work, suggests the necessary changes, criticises carefully, points out any defects, and, when satisfactory, passes them. Each drawing must be examined minutely. The pose of this figure, the artistic arrangement of this group of figures, whether the arm is too short or too long, or any part out of proper proportion; the way this skirt hangs, and the effect that fold produces, the completeness and accuracy with which the detail of trimming is shown; whether this hat or bonnet should be shown with front, side, or back view, the faces to be baby-like, youthful, or otherwise, thus indicating who suitable and intended for; in fact, all the detail of all drawings should be examined most carefully, to know that they are exact representations of the goods, with a suggestion as to their uses, and that the effect is pleasing and attractive.

The finished cuts soon follow, with proofs of the same. These proofs should be clear and distinct. The illustrations assist in selling the goods, are a necessary expense, and must do justice to the goods. Copy, when handed in from department managers to catalogue department, should be accompanied with all the cuts to be used. Each cut should be numbered and its corresponding number should appear in the copy where the cut is intended to go, and, where possible, all goods should be numbered, to facilitate ordering, care being exercised that no numbers are duplicated. The copy, as submitted, must all be carefully read by the catalogue manager, all cuts examined and compared as to numbers, etc., to see that none are missing and that all appear in their proper places; anything not satisfactory must be explained, the grammatical construction should be carefully watched, and he is expected to satisfy himself fully that everything about the copy is positively O. K. before passing it. A complete record should be kept of the number of pages of copy handed in from each department, and the number of cuts received, together with date. Also when copy and cuts are given to printer, and when and what proofs are returned from printer and given back to the several departments, as, where copy and proofs are passing through so many different hands at different times, a constant check should be kept on it.

The copy and cuts, when submitted and passed, are handed over to the printer, an effort being made to get them in his hands in the order they should appear in the catalogue, which greatly facilitates his work in many ways, and materially assists in getting the whole catalogue completed much more quickly. Proofs of the catalogue, as set up, are very carefully examined, the arrangement of matter and cuts given special attention, and when every page is entirely satisfactory it is finally O. K.'d. Electrotype or stereotype plates are then made from the type, and these plates handed over to the pressroom, when the work of printing begins. As fast as possible, the forms are printed, folded, gathered and stitched, covers put on, books trimmed and completed.

Special attention is given to preparation of index; every page is gone over carefully, and, as far as possible, every line of goods appearing in the catalogue is alphabetically arranged in the index, thus providing an easy reference to whatever goods customers may wish to select.

Certain space in catalogue is devoted to giving instructions to shoppers by mail, and too much care cannot be exercised in their preparation. They should be short, but cover the ground completely, giving customers whatever information they need to order intelligently, anticipating all contingencies, thus preventing delay, misunderstanding and inconvenience. People are forgetful, and this information, if referred to, acts as a constant reminder. The special points emphasized to customers are--to always write their name, post office, and State or Province, state how much money is enclosed, how and where they want goods shipped, and, if goods are ordered by mail, to enclose sufficient extra for postage and, where necessary, for insurance or registration. They are requested to send remittances by express order, post office order, or other safe means, and cautioned against sending by unregistered mail; to order by number and page in catalogue, and, when requesting samples sent, to state definitely what is required, color, quality, price, etc., so that a suitable selection may be forwarded. Where goods for any reason are returned, they are specially reminded to put their name on the parcel, so that it may be identified at once. They are encouraged to order by freight where possible, to economize on the charges, and to club together with other customers in ordering, for the same reason. They are told definitely what to do in case of delays, complaints or exchanges, and sufficient information is given and classified in such a manner that, if referred to and made use of as intended, there is very little liability of any serious difficulty arising. It won't do to take it for granted that customers always understand what to do. They must be reminded of certain requirements under certain conditions, and largely educated in this direction, and, therefore, instructions to shoppers by mail bear no unimportant relation to the business, and must always be clear, intelligent and complete.

The general arrangement of the catalogue should be studied, with a view to having departments of a similar character grouped together, thus assisting in the general effect.

Economy of space should be studied on every page. While cuts should, as far as possible, be of uniform size, yet they must be no larger than actually necessary to show goods properly, as space occupied by cuts larger than are needed is money wasted. Position and arrangement of cuts can be so studied as to greatly reduce the cost of space. Printed matter must be set close to cuts, and while type selected must be clear and easy to read, yet it must not be large. An understanding should exist with the printer that the matter must be set to save space wherever consistent, and any carelessness or neglect in this respect should be observed and effectually stopped at once. A saving of five pages in a catalogue by watching the size of cuts, their arrangement, the setting of the type, etc., if the issue should be say two hundred thousand, means a million pages of paper saved, outside of any saving in composition, presswork, etc. Such arrangements should be made with the printers as will insure good work throughout. The good effect desired in the special care exercised in preparation of copy, getting drawings and cuts made, etc., can be largely reduced by hasty and careless composition, poor ink, and lack of proper attention to presswork and binding. The printer, therefore, should be wisely selected, one in whom confidence can be placed, who knows how to set it up in the way it will look well, and will use his knowledge so that the catalogue, as representative of the business, will be satisfactory in this particular.

While the catalogue is being compiled and printed, catalogue wrappers are being addressed to customers, and everything prepared for mailing. The method of recording and permanently preserving customers' names and addresses is deserving of attention here. That most in vogue is a system of card indexing. The different towns in each State or Province are written or printed on cards, and these are arranged alphabetically in suitable cases, and ruled so as to show by months and years the amount of business done in each town, and any other particulars required. The name of each customer in the various towns is entered on a separate record card, which is ruled, allowing space for the name and address, and so the date and amount of each purchase is shown as it occurs, space being left at the bottom of each column for total footings, and these individual cards are filed under the town they belong to. Where the towns have a large population and the number of customers is correspondingly large, an auxiliary alphabetical index is used for easy reference. The information recorded on these cards may be entered direct from the orders themselves, or where the loose-leaf book system is used, the sheets may be detached as required, and the information registered direct from these sheets. Each drawer or compartment in which cards are filed is labelled on the outside, to indicate its contents. Thus, when recording an order, the first reference is to the town the order is from, and then under this town is found the card with customer's name, upon which entry is made, and the card put back in its proper place. These cards, therefore, show at all times the name and address of each customer, how much business each has done, and the total amount of business done in each town. Previous to sending out catalogues, these cards are all gone over carefully, and where customers have not ordered within a certain time their cards are taken out. Where two or more names in the same town, and evidently of the same family, appear, positive information is obtained and acted upon, with a view to preventing a waste of catalogues by sending more than one to the same family. The list is thoroughly examined, checked, revised, and all old, dead matter excluded before addressing catalogue wrappers, as sending out catalogues to names that do not respond is a dead loss of postage, printed matter and effort. A big advantage in keeping a mailing list on index cards is, that they can be distributed among a large number of writers, and thousands of wrappers written in a short time, which cannot be conveniently done where kept in books; and the card system also keeps the list neat and clean, while books, by reason of names being crossed out, etc., always present anything but a good appearance. When wrappers are addressed, they are all checked back and compared with cards, to insure absolute correctness. All the wrappers for one town are usually attached together and kept separate from other towns, and thus, when mailing, all the catalogues going to any one town are put in a bag or bags by themselves, which, while causing extra labor on the part of the sender, insures correctness, and enables post office employees to handle large quantities with great despatch. Printed envelopes bearing the firm's name and address, and blank order forms, are usually enclosed for the benefit of the customers.

The art of catalogue compiling and looking after its proper distribution entails hard and extremely careful work. When finished and sent out, it has to compete with other catalogues wherever it goes, and, as it is the representative of the business, it must be complete in every detail, in order to do its work well.

While the catalogue has its distinctive place as "The Steady Trade Bringer" from out-of-town customers, yet much is accomplished by special mail-order advertising. This embraces booklets, circulars, leaflets, etc.; little pamphlets properly illustrated and well written dropped into the people's homes through the medium of the letter, the parcel, or both. Suggestions of seasonable goods, a special about furs when the weather is cold, rubbers and waterproofs during the rainy season, hints for weddings in June, light clothing for warm-weather wear, and so on through the whole range of merchandise, keeping the business before the public all the time with something new, attractive, seasonable. Where "Special Sales" are inaugurated, such as "White Goods Sale," "Special Furniture Sale," etc., 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 reaches, and through such special distribution of advertising matter relative to these sales as is consistent with anticipated profits. The Christmas season is specially considered, the gift question in all its bearings duly studied, planned and provided for in advance. Tuning the business up all the time, keeping at a safe distance any danger of a relapse or "that tired feeling," which may almost unsuspectingly creep into a business, by administering these special advertising tonics, new, interesting and helpful, the result of well-studied plans.

This process of continual construction is not built up alone by keeping in constant touch with customers already secured, but by reaching out for new trade among new people. Getting new names. Regular customers, on request, readily contribute the names and addresses of possible customers in their immediate vicinity. Special appeals made to special classes, for a consideration, usually result in securing satisfactory lists. These lists as received are compared with names already in use, and all duplicates struck out, thus providing against the possibility of sending the same matter to the same name twice. Securing these new names is simply a part of the natural development of the catalogue trade. Wisely considered, the development is both from within and from without. From within, by adding new stocks to the business from time to time, as space, resources and abilities permit; and from without, by adding new and increased numbers to the purchasing list. From within, by getting more goods to sell; and from without, by getting more people to buy. Not only continuing to sell the same goods to the same people, but getting more goods for these same people, and more people to buy these goods. Instead of having the _dollar_ sent to some other business for lack of goods, get that _dollar_ by having the goods, 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 time. It is the understanding of this principle and its working out through the catalogue and all other auxiliary advertising, backed up by the goods required, that makes the possibilities of this trade.

Receiving and Opening Mail.

While the catalogue is under course of construction, the whole mail-order system should be thoroughly gone over, tightened up, well oiled, improved where possible, and put in proper shape to handle the large volume of business which is bound to come immediately after the distribution of catalogues.

Where the mail is large, it is usually brought from the post office by wagon, the smaller deliveries being brought by regular post office carriers. All registered letters and parcels are carefully checked as to number, by actual count, and compared with number entered on post office registration sheets, before signing for them. Envelopes are first cut open by one or more persons. Registered letters are kept separate from all others, are distributed separately and accounted for before any ordinary mail is handled. Each opener is held responsible for the number of letters received, which are checked back, totalled, and the totals must agree with the total number given out by the one in charge. In the event of any error, it must be examined into at once and everything made O. K. A positive check is kept upon all letters and every precaution exercised to prevent the possibility of mistakes or loss of any kind. Ordinary unregistered letters are treated in the same careful manner. Special tables are provided for mail openers, and each one occupies a separate space or division. When a letter is opened, the amount enclosed (whether in bills, express orders, drafts, checks, post office orders, stamps or silver) is carefully counted, checked and entered on the order, totalled and compared with the amount customer claims to have enclosed. If these agree, the amount is signed for by the opener or stamped with an initial stamp, and the envelope is also initialed. The money is usually placed directly on the order it belongs to, both are put in a box or basket specially provided for the purpose, and each succeeding letter, with the remittance it contains, follows in its regular order as opened, until the mail is all completed. In some cases the money and orders are separated at once. Each letter or order is examined carefully, to see that the name and address are given, and if not, the envelope should be attached for reference. If any samples referring to orders are enclosed, they must be attached to the order, and care exercised in attaching measurement forms, plans, or any separate sheets bearing any relation to the order. Should there be any difference in the amount received and the amount customer claims to have enclosed, the attention of the one in charge must be called to it at once, and, after thorough examination, be certified to by one or more. Any omission of samples or enclosures of any kind, or any irregularities of any character, must be reported immediately, examined into, and certified to by those of recognized authority. Ordinary mail, such as enquiries, requests for samples, etc., and all letters not containing money, are kept separate from letters with money enclosed. Orders and money are collected, and the cashier checks and counts all money over again, comparing it with the amount entered on each order by the opener, and, where O. K., stamps each order and envelope with a duplicate consecutive numbering and date stamp. Thus, at almost the first stage of handling an order, it receives its individual number, which is different from the number appearing on any other order, and is used to identify it through the different stages it may have to pass while being completed. Envelopes are separated from orders, and each checker's envelopes put in a package by themselves for reference. Should one be needed, the order is first examined, and, as it bears the checker's signature, reference is then made to that checker's package of envelopes, and the one bearing the same number as the order is easily and quickly found.

Book-keeping, Buying, Checking, Etc.

Where the business is large, the country is usually divided up into districts or sections, each division being designated by a letter; thus one State or Province would be known as "A," and another as "B," and these sections each usually have a head under the supervision of the Manager. A simple form of cash book is largely made use of, by which the number and amount of each order only is entered under its proper division column. The totals of these columns must agree with the total amount of cash received. Orders follow in their natural course to the book-keepers, who, under the date received, enter the orders in regular order by number, name and address, and credit the customer with the amount received. Cashier and book-keepers are able to compare entries by number and amount, and should always agree. All orders, after being entered in the books, are generally examined by one or more appointed for this work, who note anything of importance on the order, marking it in such a manner as to attract special attention. Bargains on sale that day, which are usually marked "Rush," requests to have goods delivered by a certain time, enclosed with a shipment made by another house, or with goods already bought and holding; in fact, anything and everything requiring any particular or extra care, so that no omission of instructions will occur, and that the detail of each order shall be distinctly carried out. All requests for samples, catalogues, etc., are put in hand at once, so that this work is being done promptly, and while the other work in connection with the order is being carried on. All orders, after being examined, everything noted and all specials sorted out, are classified into large, small or medium. All orders for only one article, such as gloves, drugs, jewelry, books, etc., are separated from orders for miscellaneous merchandise, all credits referred to looked up, and everything put into complete shape for buyers to handle. As orders are distributed among the buyers, they are charged with the number received, and are individually held responsible for all orders while in their possession. In some cases buyers are not used, but orders are copied on requisition sheets, and sent to the different departments to be filled; but where a large retail business is done, the method of using buyers is largely adopted. The buyers' duties are many, and a great deal depends upon their ability and skill. They are expected to keep a record of all orders received and how disposed of. Their orders must be read carefully and thoroughly understood; if they lack any information, such as color, size, samples, or any errors in extensions or additions, they must be observed, and, where necessary, consulted about. All requests for estimates or prices asked for on orders must be got from the proper department, written up clearly, and have the signature of one whose authority is recognized. Where goods are going by express or freight, the buyers usually make use of a purchasing card. They are provided with check books, and, as they visit the different departments and make their selections, they make out a check in duplicate for each purchase, leaving both with the salesperson. The top check is sent with the goods to the mail-order sorting section, and the duplicate is sent to the cash office, just the same as though it were actual money. This duplicate check represents so much money and is taken in payment for goods. Great care is exercised in making out these checks. Not only is one half treated as cash, but the other half goes with the goods direct to the customers, showing them exactly how their money has been spent. These checks must be written plainly with good figures, and give a full description of goods, prices, etc. The date, exact time purchase is made, the department bought from, sales number and order number, must all appear on each check, and all have such important relations to the work that any omission or carelessness cannot be allowed. On their purchasing card they enter the number of the order they are buying, and enter this same number on every check belonging to that order, also entering each purchase as bought on the purchasing card by department, sales number, and amount. When the purchase is completed, the order and purchasing card are handed to a shipping clerk, who examines the order as to shipping instructions, enters the name and address and how goods are to be shipped on this card, when they are passed to a clerk who examines the order carefully, to see that everything has been bought correctly, no omissions made, all additions correct, and who, when satisfied that the order is executed properly in every particular, sends the order with proper charge slip attached back to the book-keeper, and the purchasing card is sent to the sorting or inspecting room, where goods in the meantime have been sent.

Assembling and Packing Mail-Order Goods.

This assembling section is arranged to provide space for goods until each order is completed. Under a system largely made use of by several houses, 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 number. Sorting tables are arranged for receiving goods, and are numbered from one to ten. Checks accompany all goods, and if the number of the check is say 2,617, the goods are placed on No. 7 table; if check is number 2,618, goods would be placed on No. 8 table, and so on. The last figure on every check denotes the table it is to be placed on, and, as orders are numbered consecutively as they are received, the goods are very evenly distributed over the ten tables; and, as all numbers must end in some figure between one and ten, the ten tables thus provide for all numbers.

Shelving is partitioned off back of these tables with a space of about eighteen inches square in each compartment. These compartments are four or more high and as many in number as the business demands. While the last figure in any check number denotes the table it is to be placed on, so the last two figures are made use of to indicate what particular compartment the goods are to be placed in. Thus, check No. 2,617 and goods go to No. 7 table, and when placed go to No. 17 compartment; No. 2,627 with goods go to No. 7 table and No. 27 compartment, and so on, sufficient space being provided for the repetition of these endings as required. No. 2,617 being entered on checks belonging to Mr. Blank's order, and this number appearing on his checks only, all his goods find their way to No. 7 table, and are placed in No. 17 compartment, and checks are filed in this compartment as goods are placed. The purchasing card used by the buyer, and on which the order number and all the items bought appear, is carefully compared with checks, and when checks representing all goods on this card are received the order is complete and ready for packing. All goods as received on sorting tables are opened up, looked over carefully, checked, weighed, measured, colors, sizes, qualities and quantities critically examined, compared with description, and particulars given on checks; and if not satisfactory must be set aside and refused until made O. K. When an order is complete, the goods and card are taken from this inspecting section and sent to the express or freight-packing section of the shipping room, each lot of goods being kept in a separate compartment until packed. Experienced packers are employed, who again, and finally, compare goods with bills, and check everything carefully while packing. According to the nature of the goods, they are wrapped in paper, boxed, baled or crated, entered up in shipping books according to shipping instructions on card, and handed over to the different transportation companies as called for, and cards are filed for reference.

Goods Sent by Mail, Correspondence, Paying for Goods, Etc.

Where goods are ordered to go by mail, checks are made out as before, but with this usual difference, that buyers retain the top check and bring the goods with them. Each item as bought is entered by department, sales number and amount on a shipping and charge sheet. When an order going by mail is all bought, it is carefully checked by the buyer, weighed, and the amount of postage determined as near as possible, when goods and order are handed to shipping clerk, who enters the name and address on the shipping slip, when all are passed to the mailing section, where goods are carefully checked, wrapped, weighed, amount of postage determined, parcels addressed, stamps put on, entered by name, address and amount of postage in a parcel-mailing book, and placed on sorting table, after which they are sorted and placed into different bags by State, Province, or whatever division of parcels the post office authorities may name, that will facilitate rapid handling and quick despatch. Should a parcel, when wrapped, require more postage than customer has allowed money for, it should be laid aside, and the head of division should determine whether to hold parcel and write for the additional amount required, omit something from the parcel, or allow the customer to remit the balance due. Where small amounts are to be returned to customers, in some cases their particular parcels, as wrapped, may be left open at one end and placed on a separate table, where, after checking, a small envelope containing the amount to be returned may be enclosed in the parcel. These little envelopes may be prepared in advance and placed in separate divisions, all one-cent envelopes being in one space, all two-cent envelopes in another, and so on, so that the work can be done rapidly, and a great saving effected in postage on letters which otherwise would require to be written in order to return the balance due. All registered parcels are kept separate and signed for by the post office authorities. It is easy at any time, by reference, to find out exactly how a package was addressed, how much postage was put on the parcel, how much money was enclosed, whether registered or not, and just what mail it was sent out on.

All orders, when properly checked, should be passed back to the book-keepers, who, having made the original entry and credited the cash when the order was first received and before goods were bought, may now refer to that order number, name and address again, and charge the customer with amount of goods sent, amount of postage paid, and cash returned, or remaining to be returned, thus balancing the account. A simple index system may be made use of for any debit or credit balances that may require to be kept. Orders pass on to heads of divisions, who examine all carefully, sorting out any that may be replied to by form cards or letters, seeing that all necessary explanations and enquiries have been submitted, made and signed by those authorized, and that they are satisfactory, and who dictates all necessary replies. All replies, when dictated and type-written, are handed back for examination, and, when correct, are signed and given to cashier, who encloses any balance to be returned, keeping a record of the same by number and amount, when the letters are sent to the mailing section, stamped and mailed, and orders sent to be filed with copy of reply attached.

The graphophone system of dictating and reproducing is largely made use of in place of shorthand where the business is large, and is found to greatly facilitate the handling of correspondence.

Personal representation of the customers by everyone associated with the different departments is especially encouraged. The buyer who visits the departments cannot be compelled to accept anything except what in her judgment is O. K. She represents the customers absolutely, stands in their place, and studies their interests at every turn, 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 hands.

The payment for goods purchased by the mail-order department is extremely simple. The duplicate checks made out by buyers and given to salespeople when selecting goods represent so much money, and are sent to the cash office immediately. They are collected here and sent to the check office or auditing department daily, where they are all audited. The total amount of these checks represents the total amount of goods bought that day, and the mail-order cashier thus hands over the exact amount required to pay for goods received. As these checks also show the different departments goods have been purchased from, they are all sorted out by departments, and each department, therefore, receives credit for its share of the money.

Likewise is it easy to know at all times just what percentage of cost the total mail-order expense is upon the business done. The mail order expense properly consists of its share of light, heat, power and rental, sundry expenses, such as stationery, office fixtures, furniture and wages paid. The wages list, properly divided, should show how much is paid for buying, book-keeping, type-writing, samples, checking, packing, etc., 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 business, the department is promptly made aware of any unnecessary increased expense, just exactly where that unnecessary increase is, and the remedy may be applied at once. The catalogue expense may also be readily arrived at. The total issue costs a certain amount, and according to the number of pages each department occupies, so in this proportion may be estimated each one's share in the expense. Each department manager, knowing what his catalogue space may have cost for a certain issue, and what amount of business he may have done from that issue, can estimate exactly what percentage of cost his mail-order advertising is upon his sales, while the total catalogue expense for any one issue may be added to the other total mail-order expense for that time, and the exact percentage of cost may be arrived at upon the total amount of mail-order business done. 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 business, and provide a safety valve which will indicate at all times the true profit or loss, and through just what channel that loss or gain accrues.

Filing Correspondence.

Systems of filing differ, but where the business is large, one of two methods is largely adopted, that is filing either by number or place.

When filed by number, the original number stamped on the order is made use of for filing purposes.

Where the place file is used, suitable boxes or drawers are arranged in cases, each box being labelled on the outside indicating its contents. These drawers are provided with cards on which are printed or written the different post offices in each State or Province, and arranged for easy reference. Thus all correspondence coming from any one town is filed together next its town card, and where the mail from any one town is large it may be subdivided by an alphabetical index. Thus, to find Mr. B.'s order from Blank Town reference is first made to the drawer which contains Blank Town, and under this town, among the Bs, will be found Mr. B.'s orders. One set of drawers may be made use of for each month's filing, and, therefore, as many sets of drawers are provided as will correspond with the number of months letters may be preserved. Separate files may also be kept (usually alphabetical by name) for filing letters, such as those where customers have forgotten to give size, color, or measurements, where they have overlooked enclosing samples, or any omission or circumstance which may cause customers to be written to and their orders held for further information, or orders that may have any balance holding to credit, etc.

The filing must be very accurately done, as constant reference is made, and it is of the utmost importance that any correspondence required shall be found with the greatest despatch.

Special Orders.

A special effort should be made to have the system so arranged that it will enable the mail-order department, as well as every other department in connection with the house, to know how many orders are partly bought and holding for goods which have been ordered that are not in stock, or that require to be made. The buyer who finds anything asked for on an order which a department cannot supply at once (and no checks should be taken unless the order can be filled promptly) should give someone appointed by each department full particulars of what is required, the number of the order, name of customer, description, size, or measurements of goods to be made or procured. When everything is bought, with these exceptions, the order should be then handed to a special mail-order clerk, who should note what is lacking to complete the order, and in a set of special department files (space being provided for each department) should place the holding order. He should visit the different departments, ascertaining particulars concerning each order, find out what efforts are being made to fill the same, and crowd these orders to completion, where necessary, writing customers explaining any cause of delay. As each department secures the goods required, the mail order department should be notified immediately, when the order may be quickly produced from its department file, check made out and order completed. It is easy to ascertain at any time through such a system exactly what goods each department lacks, and direct such efforts as will provide for the least possible lack of stock and the least possible delay in executing orders.

Returned Goods, Exchanges, and Complaints.

A separate section should be devoted to returned goods or exchanges. As goods are received the packages should be examined as to identification, whom and where from, and entered up alphabetically under the date received, with all particulars required, and goods placed in suitable compartments. When letter of explanation is received, goods are easily located, and both should be given to special exchange clerks, who will secure the necessary exchange bills and make such new selections as customers may desire.

The cause of all goods returned should be thoroughly investigated in every instance, and where the fault lies with the house, the customer should be reimbursed for any extra expense incurred; and whatever department or individual is to blame should be made fully acquainted with their error, and such steps taken as will prevent a repetition of it.

Usually associated with this work is a special section, which should deal with all letters of complaint. The cause of all complaints should be fully enquired into and at once. There should be no delay whatever, but immediate answers insisted upon. Explanations should be complete and to the entire satisfaction of customers, and any loss through carelessness or errors made good without reserve. Each department and their help should be held strictly accountable for any claims which, upon investigation, show where the responsibility should rest. This feature of promptly adjusting all differences and satisfying every reasonable demand leads to continued and increased confidence, and should, therefore, be given very particular attention.

Samples.

The preparation, selection and sending out of samples should receive the most careful attention. In some cases requests for samples are distributed among the different departments and are filled and sent to the sample department, but this method with progressive houses is considered slow, and for this reason alone unsatisfactory.

The improved method is to cut from the piece such lengths of goods as are required. These are sent to the sample department with width, price and full particulars, where suitable paper printed in squares, the size of sample to be sent, are attached. These are sewn by machines driven by electric power and afterwards cut in proper sizes by electric cutting knife, prices inserted and placed in partitioned spaces in drawers arranged in suitable cabinets. As requests for samples are received, they are filled direct from these drawers, and sent out by the next mail. Help is employed here who by long experience become familiar with all classes of sampleable goods, and who are under the direct management of one who thoroughly understands interpreting the customers' wants, and who bears no unimportant part to whatever measure of success may result from the sale of all goods by sample.

Keeping Employees' Time.

This position requires a man of considerable firmness, as he comes in contact with every employee, and is bound to enforce the discipline of the house as applied to absentees and lates, regardless of any partiality or favoritism. He has direct charge of the cloakrooms, and must see that they are kept neat and clean, and that each individual has a certain space allotted. He should be on duty early and late, and should see that every one registers their time in passing in and out. A record of all employees going out on passes should be kept, and none should be accepted unless signed by those authorized. He should keep a record of employees' names and addresses, and have the same checked up regularly. He should supply wages department and also heads of departments with a report of all who are absent. Where so many are under the charge of heads of departments, it is impossible for them to tell at once who may be absent. The time-keeper should notify them promptly every morning and noon, and they will thus be enabled to arrange immediately, so that the work done by absentees is provided for. He should not allow parcels of any kind to be carried in or out of the store, nor allow anyone to reenter the store after passing the time desk in going out, or return to the cloakrooms after passing the time desk going in.

As part of the store help must go to dinner at one hour and part at another, he should regulate it so that those who go out one hour are back in their departments before others are notified, thus preventing crowding on stairways and passages. Departments are usually notified by bells, and each is familiar with its particular signal. Doors should be closed sharp on the minute, and all lates excluded. No matter what system for registering time is used, it is easy to determine who is late or absent, as on coming in all keys or time cards hanging on the time board are on one side of the time clock, and when the time is registered they are hung on the opposite side. Those which have not been removed indicate at once who has not come in. Time cards of any absent, who have not sent in a reason for absence, should be removed from the time board and such employees should secure permission from those authorized before their time can be again marked. Lists of those going on holidays should be supplied time-keeper, and their cards should also be removed. The time-keeper should supply the wages department with correct time sheets, as desired. He should see that employees are orderly in passing in and out, and permit no loitering in the cloakrooms. A register is usually placed at the exit door, which should be signed by one appointed for each department or section of the store when leaving at night, certifying that all persons have left their department, and that all windows are secured, blinds down, etc.

Employing Help.

The hiring of help is largely centered in one individual for the entire store. Departments requiring additional help should notify the employment office, and give particulars of the kind of help required, which fact should be noted and filed for reference, a preference being given former employees seeking reengagement. The hours for engaging help are usually from 8 to 10 A. M., after which no applications are considered for that day. All applicants must be treated with courtesy. Even though no immediate help is required, applicants in many cases are permitted to fill out application, which should be placed on file for reference, and a satisfactory applicant may then be notified as soon as a position is open. All applications should contain, as far as possible, full particulars concerning applicant. It should show the date of engagement, name, address, whether married or single, nationality, church denomination, where previously employed, for how long, and reasons for leaving. References should be given, who may be communicated with, and whose replies should be attached to application. Application blank should show salary agreed upon and for what particular department employed. Space should be provided for percentage record, and for transfer from one department to another, for increased salary recommendations, which are usually signed by heads of departments and passed by those appointed. They should be at all times a complete and permanent record of each employee. All help is usually engaged upon the distinct understanding and agreement that they are privileged to leave any day, or their services may be dispensed with at any time. A new employee, when given a time card or key, and the time-keeper has explained the system of registering time, etc., and allotted cloakroom space, is conducted to the head of the department or assistant.

Paying Wages.

The system of registering time furnishes accurate information for estimating wages. The time sheets kept by the time-keeper are here made use of. The name of each employee under the respective department each one is attached to, with number, rate of wages per week, number of days worked, actual wages due, etc., should be entered on the wages sheet. The total amount of money required on any pay day is given wages office, each individual's pay is placed in a pay envelope, sealed, numbered and entered in signature book. Each head of a department, or one appointed, receives all wages for that department, signing for the same, and sees that they are distributed and signed for by each individual as received. The work is done accurately and with despatch, as thousands are by this method paid their weekly earnings in a very short time.

Watchmen.