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THE MALL AT FAIRFIELD COMMONS MI

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					                                  THE MALL AT FAIRFIELD COMMONS MERCHANT MANUAL
                                                               TABLE OF CONTENTS



THE MALL AT FAIRFIELD COMMONS MISSION STATEMENT…..…..4

GENERAL INFORMATION
Management Information…………………………………………….………………………………..5
Who’s Who in the Management Office .............................................................. 5-6
Important Phone Numbers .............................................................................. 7
Hours of Operation ......................................................................................... 7
Center Fact Sheet ........................................................................................... 8
Center Amenities ............................................................................................ 9
Guest Services ................................................................................................ 10
Directions to Mall at Fairfield Commons ............................................................ 10-11
Merchants Listing............................................................................................ 12
Local Resources for Merchants ......................................................................... 13-14
Area Hotels .................................................................................................... 15
Specialty Leasing Program…………………………………………………………………….……….15

OPERATIONS & MAINTENANCE
Emergency Contact Information ....................................................................... 16
Employee Parking Guidelines ........................................................................... 17
Store Maintenance & Inspections ..................................................................... 17
Pest Control ................................................................................................... 17
Vendors……………………………………………………………………….…………………………….. 18
Waste Management Features & Benefits ........................................................... 18
Waste Management Procedures ....................................................................... 19-20
Waste Management Guidelines & Rules ............................................................ 20
Waste Management Customer Contact Information ........................................... 20-21
Procedures for New and Temporary Tenants ..................................................... 21
Special Waste & Additional Services ................................................................. 21-22
Merchant Waste Management Responsibilities ................................................... 22
Roof Access ................................................................................................... 23
Roof Leaks ..................................................................................................... 23
Heating & Air Conditioning .............................................................................. 23
Construction & Remodeling…………………………………………………………………………..23-24
Deliveries ....................................................................................................... 24
Store Mailboxes .............................................................................................. 24
Signage & Display Guidelines ........................................................................... 24-25
Housekeeping ................................................................................................ 25
Food Court Trays ............................................................................................ 25
No Smoking Policy .......................................................................................... 25




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MALL SECURITY
Security at Mall at Fairfield Commons ............................................................... 26
To Request Immediate Assistance .................................................................... 26
Police Substation ............................................................................................ 26
Policy on Merchant Assistance ......................................................................... 27
Use of the Duress Code ................................................................................... 27
Disorderly Customer ....................................................................................... 27
Accidents ....................................................................................................... 28
Solicitors ........................................................................................................ 28
Medical Emergency ......................................................................................... 28
Lost Children/Lost Parent ................................................................................ 28
Lost & Found.................................................................................................. 28
Auto Assistance .............................................................................................. 28
Travelers Checks ............................................................................................ 29
After Hours Access Procedures......................................................................... 29-30
Internal Security ............................................................................................. 30
General Security Tips........................................................................................30
Tips on Spotting a Shoplifter…………………………………………………………………….…....30
Emergency Situations...................................................................................... 31
    Robbery.. .................................................................................................. 31
    Breaking & Entering ................................................................................... 31
    Bomb Threat ............................................................................................. 31
    Bomb Threat Checklist……………………………………………………………………………..32
    Fire .......................................................................................................... 33
    Electrical Failure ........................................................................................ 34
    Leaking Sprinkler Head .............................................................................. 34
Mall Security Rules & Regulations..................................................................... 34-36
Overnight Parking / Towing Policy………………………………………………………………….36-37

MARKETING
Demographic Summary ................................................................................... 38
Marketing Tools for Success ............................................................................ 39
    Sign Holders.............................................................................................. 39
    Table Tent Cards ..................................................................................................39
    Display Cases ………………………………………………………………………………………….39
    Red Folder Program................................................................................... 39
    Momtopia ................................................................................................. 40
    Shopping Line………………………………………………………………………..………………..40
    License to Shop….……………………………………………………..…………………………….40
    Website .................................................................................................... 40
    E-Mail Marketing………………………… .......................................................41
    Employee Discounts………………………………………………………………….………..41
    Store Directory……………………………………………………..…………………….…….41
    Facility Availability…………………..…..…………………………………………………………..41
    People Counter.…………………………………………………..…………………………….42
Gift Cards....................................................................................................... 41-43
Merchant Media Response Procedures ............................................................................43
Tourism at Mall at Fairfield Commons .............................................................................44



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Policy on Customer Comment Cards…………………………………………....…………..……45
MAGICAL NIGHT OF GIVING
What is Magical Night of Giving ………………………………….…………………………………45
Who is Involved?.............................................................................................45
Magical Night of Giving is a Winning Situation for All ………………..……………..……..45
How Merchants Can Participate …………………………………………………………..………..46
Magical Night of Giving Contact Information …………………………………………………..46

SERVICE AT EVERY LEVEL
Introduction ................................................................................................... 47
The Mall at Fairfield Commons Culture and Values ............................................. 47
Service Definitions .......................................................................................... 48
Service Facts .................................................................................................. 49
First Impressions ............................................................................................ 49
Communication .............................................................................................. 50-52
The Mall at Fairfield Commons Lingo ................................................................ 53
What to Say Instead of No .............................................................................. 53
Description of “Service At Every Level” ............................................................. 54-55
Keep Your Eyes Open ..................................................................................... 55-56
The Thirty Second Rule ................................................................................... 56
How to Assist a Dissatisfied Guest .................................................................... 56-58
Ten Good Service Habits ................................................................................. 59-60
“Service At Every Level” Ideals ........................................................................ 60
The Rewards of “Service At Every Level”………………………………………………………… 61




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                                        GENERAL INFORMATION




          THE MALL AT FAIRFIELD
               COMMONS
           MISSION STATEMENT

The Mission of The Mall at Fairfield
Commons is to provide our guests with
a comfortable shopping experience. By
comfortable we mean to provide the
highest level of cleanliness, security,
and friendliness to our guests, tenants,
as well as to each other. We are in the
business of satisfying our guests’ needs
while making their stay at our property
a memorable experience.




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MANAGEMENT INFORMATION
The Mall at Fairfield Commons is owned and managed by Glimcher Properties
Limited Trust, which is based in Columbus, Ohio.

Glimcher currently owns and manages over 20 regional malls, 3 value mega
malls and numerous community center properties.


WHO’S WHO IN THE MANAGEMENT OFFICE
LOCATION:            Lower Level, west side, near Sears, Entrance C

HOURS:               Monday – Friday, 8:30 am – 5:30 pm
                        “Manager On Duty” available daily 5:30 PM - Close

ADDRESS:             The Mall at Fairfield Commons
                     Management Office
                     2727 Fairfield Commons
                     Beavercreek, Ohio 45431

TELEPHONE:           (937) 427-4300

FAX:                 (937) 427-3668

General Manager: ..………………………………………………...Dave Duebber
Responsible for all aspects of operations and administration of the shopping
center. As the leader of the Mall Management Team, the General Manager
interacts with the center merchants, local government agencies, local businesses,
and customers.

Operations Director: …………………………………...…………….Jerry Pauley
Responsible for all operational issues including center maintenance, landscaping,
housekeeping, security, and tenant construction activity.

Maintenance Supervisor: ...………………………………..…...…Bob Forinash
Responsible for assisting Operations Director with all operational issues including
center maintenance, landscaping, and tenant construction activity.

Marketing Director: …………………………………….……………Kristie Miller
Leads overall marketing efforts for center, including advertising, public relations,
retailer communication, special events, sponsorships, customer service and
accountable for administration of marketing fund.




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Marketing Coordinator: ……..………………………………………Kristin Stroh
Assists Marketing Director in all aspects of marketing of The Mall at Fairfield
Commons, with specific responsibility for special events, web site, merchant
relations, and Guest Services.

Specialty Leasing Manager: ..………………………………..…Connie Nichols
Specialty Leasing Coordinator: ...………………………………Jennifer Green
Directs the leasing of temporary space throughout the center. This includes
retail merchandising units, kiosks, and temporary in-line space.

Security Director: ……………………………………………...……Korrina Miller
Responsible for direct supervision of all aspects of mall security for both the
interior and exterior of the property.

Housekeeping Supervisor: ..………………………………………..Stan Parrott
Responsible for direct supervision of all aspects of housekeeping for the center
including the common areas and food court.

Administrative Assistant: ………………………………….Heather Guisinger
Responsible for administrative functions of the management office.

Guest Services Coordinator: ………………………………Leighann Godbolt
Responsible for overseeing the operation of the Guest Service Center.

Receptionist: ……………………………………………………...Natalie Ehrhart
Responsible for assisting the Administrative Assistant with all functions of the
Mall Management Office.




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IMPORTANT PHONE NUMBERS
FOR ALL EMERGENCIES ......................................................... 911

Beavercreek Police Department……………………………………………… (937) 426-1225
Beavercreek Fire Department………………………………………………….(937) 426-1211
Rescue Squad ............................................................................... 911

The Mall at Fairfield Commons Management Office……………………(937) 427-9031
The Mall at Fairfield Commons Public Safety……………………………..(937) 427-9170
Guest Services……………………………………………………………………….(937) 427-4300

State Police……………………………………………………………………………(937) 372-7671
Dept. of Health………………………………………………………………………(937) 285-6250
Greene County Water Supply & Treatment………………………………..(937) 429-0127
Dayton Power & Light…………………………………………..(937) 224-6000 or 331-3000
Ameritech Phone Co……………………………………………………………….(800) 660-3000
Beavercreek Engineering & Inspection………………………………………(937) 427-5513
Beavercreek Planning & Zoning………………………………………………..(937) 427-5512
Beavercreek City Offices, 1368 Research Drive………………………….(937) 426-5100


HOURS OF OPERATION

Management will enforce hours of operation as specified in your lease.

Normal operating hours for tenants are:

Monday-Saturday                 10:00 am – 9:00 pm
Sunday                          12:00 pm – 6:00 pm

These hours may vary on holidays.         Whenever changes do occur, Mall
Management will notify you in writing. Your store is expected to be open during
all hours of operation.

Normal business hours for the Management Office are: 8:30 am – 5:30 pm.

A representative of the Mall Management Team or the “Manger on Duty” will be
on site during all hours of operation.




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CENTER FACT SHEET
YEAR OPENED                                   1993
LOCATION                                      Beavercreek, Greene County, Ohio
MAILING ADDRESS                               The Mall at Fairfield Commons
                                              2727 Fairfield Commons
                                              Beavercreek, Ohio 45431
OWNER                                         Glimcher Realty Trust
ARCHITECT                                     Keeva J. Kekst
REGIONAL ACCESS                               I-675 Provides Access to I-70, I-75,and Route 35

GLA                                           1,012,534 square feet
ANCHORS                                       Elder-Beerman Men’s, Home and Furniture, Elder-Beerman For
                                              Her, JCPenney, Macy’s, Dick’s Sporting Goods and
                                              Sears

STORES                                        Over 150
RESTAURANTS                                   Don Pablos, Max & Erma’s, Panera Bread, Red Robin and Fox &
                                              Hound
FOOD COURT                                    650 seats
ENTRANCES
Total                                         18
Into common area                               6
Into retail stores                            12
TRADE AREA POPULATION                         892,491
TRAFFIC                                       Over 8.5 million visitors per year
EMPLOYMENT AT CENTER                          2,500 employees
MEDIAN AGE                                    37.7
AVERAGE HOUSEHOLD INCOME:
For Trade Area
For Beavercreek Area                          $51,414.00
                                              $68,800.00

*Demographic Information is based on the 2000 census.*




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CENTER AMENITIES
As employees of stores at The Mall at Fairfield Commons, you are also
ambassadors for The Mall at Fairfield Commons. Many of you will come in
contact with shoppers who are unable to locate various necessities. Please be
familiar with the following center amenities:


ATMs                          Lower Level, near Guest Services
                              Lower Level, near Elder-Beerman, next to escalator
                              Upper Level, near Food Court, by Mall Entrance D Doors
RESTROOMS                     Upper Level, near Food Court
FAMILY RESTROOMS              Upper Level, near Food Court
CHANGING STATIONS             In all restrooms
ELEVATORS                     Center Court and in all Anchor stores
FAX SERVICE, COPY SERVICE,    At Guest Services, Lower Level, base of Grand Staircase.
AND POSTAGE STAMPS            All services performed for a fee.
STROLLERS AND WHEEL           At Guest Services, Lower Level, base of Grand Staircase.
CHAIRS
GUEST SERVICES                Lower Level, base of Grand Staircase
FOOD COURT                    Upper Level, North Side, Near Center Court
RESTAURANTS                   California Pizza Kitchen, Don Pablos, The Hops, Max & Erma’s,
                              Red Robin and Panera Bread
TELEPHONES                    In all Common Area Entrances and Near Restrooms
TDD TELEPHONES                At Guest Services, Lower Level, base of Grand Staircase
(Hearing Impaired)
WATER FOUNTAINS               Near Public Restrooms
MOTORCOACH PARKING            South West Parking Lot, near Sears
MAILROOM                      Upper Level, North side, Near Food Court


NIGHT DEPOSIT FOR MERCHANTS

There is a night deposit facility operated by Chase. It is located on the Upper
Level, near Food Court, next to the Mall Entrance.

If you would like more information on the night deposit, please call your bank or
Bank One.




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GUEST SERVICES

Guest Services will serve as the focal point for all center programs. All Guest
Services personnel will embrace the belief in “Service at Every Level”, making
certain to go above and beyond what is necessary to guarantee each guest’s trip
to The Mall at Fairfield Commons is a positively memorable experience.


LOCATION: Lower Level, at the base of the Grand Staircase


GUEST SERVICES                PHONE NUMBER
Lower Level                   (937) 427 – 4301


HOURS: All hours of center operation

AMENITIES & SERVICES:

Brochure Displays
Directions
Employment Opportunities
Fashion Forum Registration
First Aid
Gift Cards
Hotel/Motel Information
Lost & Found
Mall Walkers Information
Momtopia Registration
Public Safety Assistance
Store Directories
Stroller Rental
Taxi Services
Wheelchairs


DIRECTIONS TO THE MALL AT FAIRFIELD COMMONS
FROM THE SOUTH
Interstate 75 North to Interstate 675 North to Exit 17 North (North Fairfield
Road). Turn right, ½ mile on the right.




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FROM THE DAYTON MALL AREA
(CENTERVILLE, MIAMISBURG)
Interstate 675 North to Exit 17 (North Fairfield Road). Turn right, ½ mile on the
right.

FROM INDIANA OR WEST OF DAYTON ON INTERSTATE 70
(RICHMOND, BROOKVILLE, CLAYTON)
Interstate 70 East to Interstate 675 South to Exit 17 (North Fairfield Road). Turn
left, ½ mile on the right.

FROM THE AIRPORT
(ENGLEWOOD, VANDALIA, HUBER HEIGHTS)
Interstate 70 East to Interstate 675 South to Exit 17 (North Fairfield Road). Turn
left, ½ mile on the right.

FROM DOWNTOWN
State Route 35 East to Interstate 675 North to Exit 17 (North Fairfield Road).
Turn right, ½ mile on the right.

FROM EAST OF DAYTON
(XENIA, JAMESTOWN, WASHINGTON COURT HOUSE)
State Route 35 West to North Fairfield Road. Turn right, 4 miles on the left.

FROM EAST OF DAYTON
(SPRINGFIELD, COLUMBUS, LONDON)
Interstate 70 West to Interstate 675 South to Exit 17 (North Fairfield Road). Turn
left, ½ mile on the right.




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Merchant Listing
Abercrombie (Kids)               JCPenney                       Yankee Candle Co.
Abercrombie & Fitch              Journey’s                      Zales
Aeropostale                      Journeys Kidz
Aldo                             Kay Jewelers                   OUTPARCELS
American Eagle Outfitters        Kirlin’s Hallmark
American Greetings               Lady Foot Locker               Chase
Ann Taylor                       Lane Bryant                    Courtyard by Marriott
Ashcroft & Oak                   LensCrafters                   Don Pablos
Bath and Body Works              Lids                           The Fox & Hound
Bath and Body at Home            The Limited                    Jared
Body Central                     Limited Too                    Marriott Residence Inn
Brookstone                       Macy’s                         Max & Erma’s
The Buckeye Room                 Mastercuts                     National City Bank
Build-A-Bear Workshop            Motherhood Maternity           Panera Bread
The Buckle                       MW Tux                         Red Robin
Cajun Ming                       New York and Company           Regal Cinemas
Cardboard Heroes                 90’s Nails                     Verizon Wireless
Casual Corner                    Nirvana
Champs                           Occasionally Yours
Charlotte Russe                  The Olde Farmstead
Chick-Fil-A                      Osterman Jewelers
Christopher & Banks              PacSun
Club Libby Lu                    Payless Shoe Source
The Children’s Place             Popcorn Pizzazz/Pretzel Fest
Cincinnati Bell Wireless         Radio Shack
Claire’s Boutique                Regis Hairstylists
Dakota Watch Company             Rocky Mountain Choc.
Dell Direct                        Factory
Designer’s Nails                 Rogers Jewelers
Easy Spirit                      Sbarro’s
Elder-Beerman For Her            Sarku Japan
Elder-Beerman Men’s, Kids,       Sears
  Home and Furniture             SHE Fashions
Express                          The Shoe Department
Express Men                      Skeffington’s Formal Wear
Fetch                            Spencers Gifts
The Finish Line                  Starbucks
Flamingos                        Star Wok
Foot Locker                      Subway
Franklin Covey                   Suncoast Motion Picture Co.
Fredrick’s of Hollywood          Sunglass Hut
FYE                              T-Mobile
The Gap                          Things Remembered
Gap Kids / Baby Gap              Trade Secret
GameStop                         Tradehome Shoes
GNC                              Victoria’s Secret
Godiva Chocolatier               Vitamin World
Gold Star Chili                  Waggoner Chocolatier
Great American Cookie Co.        WaldenBooks, WaldenKids
Great Steak and Potato Co.       The Walking Place
Gymboree                         Wet Seal
Hollister                        The White Barn Candle Co.
Hot Topic                        Williams- Sonoma
The Icing


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LOCAL RESOURCES FOR MERCHANTS
BANKS
Chase                      2761 Fairfield Commons    Beavercreek   937-443-6205
Fifth Third                3600 Dayton Xenia Rd      Beavercreek   937-426-7025
Fifth Third                1911 Old Fairfield Rd.    Beavercreek   937-320-5300
Fifth Third                240 E. Dayton Yellow      Fairborn      937-879-3358
                           Springs Rd.
Huntington Bank            2374 Lakeview Dr.         Beavercreek   937-427-3715
Key Bank                   3294 Kemp Rd.             Beavercreek   937-426-3846
Key Bank                   1360 N. Fairfield Rd.     Beavercreek   937-426-5346
Liberty Savings            3210 Seajay Dr.           Beavercreek   937-426-4925
National City Bank         2761 Fairfield Commons    Beavercreek   937-429-8840
National City Bank         3160 Dayton Xenia         Beavercreek   937-426-7976
US Bank                    3822 Colonel Glenn Hwy.   Fairborn      937-426-6700
US Bank                    3245 Dayton-Xenia         Beavercreek   937-320-5020
TAXI/CAR SERVICES

Yellow Cab                 700 E. 4th St.            Dayton        937-228-1155
Air City & Skyline Cab     1340 Linden Ave.          Dayton        937-254-1100
Diamond Cab Company        3008 Dixie Dr.            Dayton        937-277-1000
Alamo Rental Car                                                   888-426-3296
Apex Rent A Car            3301 E. Patterson Rd.     Dayton        937-429-3316
Avis Rent A Car            644 N. Broad St.          Fairborn      937-873-9818
Budget Car/Truck Rental    3851 Dayton-Xenia Rd.     Dayton        937-431-8408
Enterprise                 125 N. Broad St.          Fairborn      937-879-0023
PRINTING SERVICES

Corner Copy Shop           3783 Dayton Xenia Rd      Beavercreek   937-429-3823
Domicone Printing Co.      854 Kauffman Ave.         Fairborn      937-878-3080
FedEx Kinko’s              2646 Colonel Glenn Hwy    Beavercreek   937-429-2585
Hadley Printing            1530 Marsetta Dr.         Dayton        937-426-0952
Office Max                 2750 N. Fairfield Rd.     Beavercreek   937-320-0146
The UPS Store              3195 Dayton Xenia Rd      Beavercreek   937-431-1882
                           #900
GAS STATIONS
Beavercreek Marathon       3844 Dayton Xenia Rd.     Beavercreek   937-426-3951
Beavercreek Sunoco         1326 N. Fairfield Rd.     Beavercreek   937-429-1127
BP Oil Co.                 2835 N. Fairfield Rd.     Beavercreek   937-429-9901
Speedway                   2254 N. Fairfield Rd.     Beavercreek   937-429-9720
Speedway                   2570 Colonel Glenn Hwy    Fairborn      937-427-2063
Speedway                   179 E. Dayton Yellow      Fairborn      937-879-1870
                           Springs Rd
RA Corp                    3887 Colonel Glenn Hwy.   Fairborn      937-320-1791




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HARDWARE/HOME STORES

Handyman Ace                 122 E. Dayton Yellow     Fairborn      937-879-7866
Hardware                     Springs Rd
Home Depot                   3775 Presidential Dr.    Fairborn      937-431-7346
Lowe’s                       2850 Center Dr.          Beavercreek   937-427-1110
DRUG STORES
CVS                          200 E. Dayton Yellow     Fairborn      937-878-3991
                             Springs Rd.
CVS                          1331 N. Fairfield Rd.    Beavercreek   937-426-4478
Krogers                      3195 Dayton-Xenia        Beavercreek   937-429-4707
Meijer                       3822 Colonel Glen Hwy    Fairborn      937-426-3600
Target                       2490 N. Fairfield Rd.    Beavercreek   937-431-8600
Walgreens                    183 E. Dayton Yellow     Fairborn      937-878-2889
                             Springs Rd.
Wal-Mart                     3360 New Germany-        Beavercreek   937-426-7007
                             Trebein Rd.
SUPPLIES
Ikon Office Solutions Inc    1106 Kauffman Ave.       Fairborn      937-879-9850
Office Depot                 2850 Centre Dr.          Beavercreek   937-320-1334
Staples Office Supply        6254 Wilmington Pike     Dayton        937-848-6917
MAIL SERVICES
Beavercreek Post Office      3541 Dayton-Xenia Rd.    Beavercreek   937-426-6644
Fairborn Post Office         67 W. Hebble Ave.        Beavercreek   937-878-4648
FedEx Kinko’s                2646 Colonel Glenn Hwy   Beavercreek   937-429-2585
The UPS Store                3195 Dayton Xenia Rd     Beavercreek   937-431-1882
                             #900
FLORISTS
Beavercreek Florist          2173 N. Fairfield Rd.    Beavercreek   937-426-4253
Fairborn Florist             1876 S. Maple Ave.       Fairborn      937-879-1800
Knollwood                    3766 Dayton-Xenia Rd.    Beavercreek   937-426-0861
DRY CLEANERS
Capitol Dry Cleaners         3798 Dayton Xenia Rd     Dayton        937-426-7111
Fine Cleaners                1285 N. Fairfield Rd.    Beavercreek   937-431-1338
HOSPITALS
Children’s Medical           One Children’s Plaza     Dayton        937-641-3000
Center
Greene Memorial Hosp         3359 Kemp Rd.            Beavercreek   937-458-4500
GMH Urgent Care              3371 Kemp Rd.            Beavercreek   937-458-4200
Kettering Medical Center     3535 Southern. Blvd      Kettering     937-298-4331
Miami Valley Hospital        One Wyoming Street       Dayton        937-208-8000
Southview                    1997 Miami-Center Rd.    Dayton        937-439-6000




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AREA HOTELS

HOTEL                       ADDRESS                          PHONE/FAX
Courtyard by Marriott       2777 Fairfield Commons           937-429-5203
                            Beavercreek, OH 45431            937-429-2757
Fairfield Inn               2500 Paramount Pl.               937- 427-0800
                            Beavercreek, OH 45434            973-242-8480
Hampton Inn                 2550 Paramount Pl.               937-429-5505
                            Fairborn, OH 45324               937-429-6828
Holiday Inn                 2800 Presidential Dr.            937-426-7800
                            Fairborn, OH 45324               937- 426-1284
Homewood Suites             2750 Presidential Dr.            937-429-0600
                            Fairborn OH 45324                937-429-6311
Marriott Residence          2775 Fairfield Commons           937-427-3914
                            Beavercreek, OH 45431            937-427-0275
Red Roof Inn                2580 Colonel Glenn Hwy.          937-426-6116
                            Beavercreek OH 45434             937-426-7575




SPECIALTY LEASING PROGRAM
The Mall at Fairfield Commons Specialty Leasing Program offers both local
entrepreneurs and established companies the opportunity to create higher levels
of success than ever thought possible.

By using one of the most dynamic and traveled parts of The Mall at Fairfield
Commons, the common area, retailers can be right in the middle of the action,
offering up-to-the-minute new products and services. Our state of the art
custom Retail Merchandising Units (RMUs) in effect create your own miniature
store, that, when merchandised properly and staffed professionally, can
revolutionize the way you do business.

In addition, The Mall at Fairfield Commons offers the opportunity to lease select
stores throughout the center on limited-time availabilities, to showcase new
products, or offer more inventory, at peak seasons.

Contact Connie Nichols, Specialty Leasing Manager, or Jennifer Green, Specialty
Leasing Coordinator in the Management Office for more information.




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                                                  OPERATIONS & MAINTENANCE

EMERGENCY CONTACT INFORMATION
Please complete this form and return it to the Management Office. Please be sure this form is
updated as necessary.

Store Name: _____________________________________________________________________________

Space #:              Store #:_______________ Store Phone #: _______________________________

Manager’s Name: ________________________________________________________________________

Manager’s Phone #: (Home)____________________ (Cell/Pager)__________________________________

Assistant Manger’s Name: __________________________________________________________________

Assistant Manger’s Phone #: (Home)____________________________(Cell/Pager)____________________

Emergency Contact for Store: (IN SEQUENCE TO CALL)

1.   Name: _______________________________ Phone #: ______________________________________

2.   Name: _______________________________ Phone #: ______________________________________

3.   Name: _______________________________ Phone #: ______________________________________

Home office or Parent Company (If Applicable):

Name of company: ________________________________________________________________________

Operations Contact Name/Title: _____________________________________________________________

Address: _________________________________________ City: __________________________________

State/Zip: _________________________ Phone #: _____________________________________________

Fax: _____________________________ E-mail:________________________________________________

District/Area Manager (If Applicable):

Name:__________________________________________________________________________________

Business Address:__________________________________ City: __________________________________

State/Zip:__________________________ Phone #:_____________________________________________

Fax: ______________________________ E-mail________________________________________________

Marketing/Advertising Contact (If Applicable):

Name: __________________________________________________________________________________

Address:__________________________________________ City:__________________________________

State/Zip: __________________________ Phone#:_____________________________________________

Fax: ______________________________ Email: _______________________________________________




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EMPLOYEE PARKING GUIDELINES

It is vitally important that the parking spaces in closest proximity to the mall
entrances be reserved for customers. Convenience for our shoppers should be
our top priority. We request that all The Mall at Fairfield Commons’ personnel
park in the rear of the parking lots behind the yellow lines, or designated
employee parking areas as specified in your store’s lease. It is mandatory that all
stores use this facility. The Mall at Fairfield Commons’ Security Team will strictly
enforce this rule.


STORE MAINTENANCE & INSPECTIONS
Store premises, including the service areas and fire halls adjacent to the
premises, shall be kept orderly, neat, safe, clean and free from rubbish and dirt
at all times.

Store managers and their corporate offices will be notified of unacceptable
maintenance conditions. If not corrected within a reasonable length of time,
management will take action to correct the conditions and the individual stores
will be billed accordingly.

The Mall at Fairfield Commons’ Maintenance Department will gladly advise you in
regard to any unusual maintenance condition that may occur in your store. If
your store requires a plumber or electrician, you must contact these vendors
directly. Mall maintenance personnel are responsible for the overall maintenance
of the property and common area and report directly to the Operations Director.
Please do not request assistance from the maintenance staff for such tasks as
changing light bulbs, cleaning windows, disposing of trash, etc. Please call the
Operations Department should you need vendor recommendations.


PEST CONTROL

The Mall at Fairfield Commons is responsible for pest control in the common
area, rear hallways, outdoors, etc. However, within each tenant’s space it is the
responsibility of the tenant to coordinate pest control efforts. Tenants must
provide the Management Office with the name of the exterminator they are
using and a copy of the service agreement.




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VENDORS

The Mall at Fairfield Commons has Insurance requirements for all vendors
conducting business on Mall property. Tenants must contact the Management
Office when having work done by an outside vendor. (Example: Plumbers,
HVAC Contractors, window cleaners, etc.) A certificate of insurance must be on
file with the Mall Office before any tenant contractor will be permitted to perform
work in the Center.


TRASH REMOVAL

WASTE MANAGEMENT FEATURES & BENEFITS

Waste Management is pleased to partner with The Mall at Fairfield Commons on
your solid waste program. As a valued customer, you will receive quality
customer service from their waste removal program. Below are some features
and benefits of the program.

FEATURES

The merchants of The Mall at Fairfield Commons will be equitably invoiced for
waste and recycling services using a square footage allocation method. Tenants
are invoiced based on a pro-rata allocation of their store’s square footage. To
ensure equitable cost allocation a distinction is made between various retail
tenant types in each mall.

Waste Management will invoice each merchant individually. Waste Management
has determined the costs of waste transportation, disposal, and equipment for
The Mall at Fairfield Commons and has established an equitable square footage
charge for your store.

Square footage invoicing is achieved through three easy steps:
   1. Appropriate tenant retail types and corresponding square
      footage rates are determined.

    2. Tenants transport their waste to a compactor as needed.

    3. Invoicing is made directly to tenants based upon square footage.




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BENEFITS

   Utilizing a pro-rated square footage method to allocate costs allows the
    merchants the opportunity to “fix” their costs for this service. This enables
    the tenants to more readily plan and budget for their monthly and annual
    waste services expenses.
   Cardboard recycling is offered to the merchants of The Mall at Fairfield
    Commons at no charge. A dedicated recycling container will be conveniently
    placed near the compactor. Maximizing recycling will keep disposal costs
    down while contributing to environmental preservation.
    Should any merchant require information or have questions, Waste
    Management customer service is available by calling the toll free phone
    number, 937-878-6699.

NOTE: The Mall at Fairfield Commons does not determine individual cost of
service for waste removal. If you have concerns on costs, please notify Waste
Management directly at 937-318-5325, Leighanna Hodges.

WASTE MANAGEMENT PROCEDURES

We need the cooperation of every tenant. Since the mall will not be providing
carts for transporting waste from your store to your assigned compactor, should
you need one, contact Waste Management, as they will help with these carts.

Proper disposal of all of your trash is critical to the overall success of our
program. The proper handling of trash will result in a controlled cost for the
disposal of the entire Center’s waste.

AT NO TIME can any type of waste be placed in any corridor, hallway or
service court and left unattended. These areas will be continually monitored
for compliance with the guidelines of the program. Waste found unattended in
any of the previously mentioned areas, will be traced back to its originator, and
any associated cost, as applicable, will be charged back to the responsible
tenant. Waste left unattended in any corridor, hallway or service court
is a direct violation of the Fire Department’s codes with respect to our
center’s use and can result in the assessment of fines for your store.

All waste when removed from your store, must be taken directly to the
compactor and placed in the machine. There are several devices on the
compactor to insure each operator’s safety during use. Important notices will be
placed on the operating controls of the compactors to insure your understanding
of the operating procedures. Regardless of the amount of waste you place in it,
the compactor should always be operated, preparing it for the next tenant’s use.
Service Court locations are indicated in the table below.


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SERVICE COURT             LOCATION
1                         Lower Level, east side, near Charlotte Russe
2                         Upper Level, east side, near Hallmark
3A                        Lower Level, southwest side, Franklin Covey
3B                        Lower Level, southwest side, near The Limited
4A                        Upper Level, west side, near Cajun Ming
4B                        Upper Level, west side, near Restrooms
5                         Lower Level, northwest side, near Champs
6                         Upper Level, northeast side, near Limited Too

In the event you transport your waste materials to the designated service court
and find that the compactor has been removed for dumping or is not working
properly, please return to your store and call the Mall Management
Office, leaving your name, your store name and telephone number.
Please do not place waste in the wrong machine (such as placing waste in the
cardboard recycling container). Once the compactor is back on the property,
someone from the Mall Office will call to advise you.

It will take efforts on everyone’s part to make it work, but the result will be a
cost effective way for all of us to dispose and/or recycle our waste.

WASTE MANAGEMENT GUIDELINES & RULES

    A. Tenants who are found leaving waste or recyclables outside the
       compactors or containers will be fined a minimum of $50.00.

    B. Tenants whose waste or recyclables are found in the common area of the
       mall will be fined a minimum of $50.00.

    C. Tenants who deposit anything but cardboard in the recycling container
       will be fined a minimum of $50.00.

WASTE MANAGEMENT CONTACT INFORMATION

Waste Management is committed to customer satisfaction. Should The Mall at
Fairfield Commons’ Management or any tenant have questions or require
information, they may call the appropriate contact number. These Waste
Management contact numbers are available Monday through Friday, 7:00 A.M. to
5:00 P.M.

Customer Service:                800-223-8472
New Service:                     513-242-5875 ext. 7141 (Lisa Hance)
Service Change:                  513-242-5875 ext. 7141 (Lisa Hance)



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Service Cancellation:                 513-242-5875 ext. 7141 (Lisa Hance)
Billing Inquiries:                    614-833-5252 (Leighanna Hodges)
Equipment Inquiries:                  937-318-5355(Maintenance Manager)


PROCEDURES FOR NEW & TEMPORARY TENANTS

NEW TENANTS

It is the tenant’s responsibility to contact Waste Management to activate their
account. The Waste Management contact is Lisa Hance at 513-242-5875 ext.
7141.

TEMPORARY TENANTS

          Observe all the guidelines found in the section above.
          Waste Management will advise the temporary tenant that he/she will be
           billed a flat rate amount.
          He/she must call the Waste Management Customer Service Center to
           activate their account. The tenant will continue to be invoiced until their
           account is deactivated. The number to call is: 513-242-5875 ext.
           7141, Lisa Hance.



SPECIAL WASTE

Occasionally a Mall at Fairfield Commons’ tenant will need to dispose of Special
or Hazardous Waste. Some examples are:

          Florescent light bulbs, in quantity (Contact Maintenance to recycle)
          Paint in paint cans
          Solvents or chemicals
          Asbestos
          Appliances
          Tires
          Batteries

Under no circumstances should this type of waste be disposed of in the
compactor with regular waste. Waste Management will arrange a pick up for
Special/Hazardous waste.

For pricing and information about proper disposal management of
Special/Hazardous waste call: 513-242-5875 ext. 7141Lisa Hance. Please
allow up to 2 weeks to process the request.


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ADDITIONAL SERVICES

   Cart Rentals ($5.75 per month, Carts are optional)

   Construction open tops – 20 yd and 30 yd open top containers will be made
    available by calling Waste Management.

   Special or hazardous waste removal – service can be provided by calling
    Waste Management.


MERCHANT WASTE MANAGEMENT RESPONSIBILITIES
1. Separating and breaking down cardboard.
     Each tenant is responsible for placing all of his or her cardboard (and only
     cardboard) that has been broken down into the compactors.

2. Placing only non-hazardous wastes into the waste compactors.
      Hazardous waste removal can be arranged through the Waste
      Management.

3. Paying invoices on a timely basis.
     The tenant is responsible for paying Waste Management invoices within
     30 days.

4. Not leaving waste outside the compactors, containers, or in the mall
   common areas.
     In order to avoid fines in citations, tenants are responsible for placing
     waste only in the designated compactors and not storing it in common
     areas.

5. Contacting Waste Management or the Mall Management Office
   immediately with any operational difficulties with compactors.
     All tenants share the compactors at the mall. Waste Management should
     be notified as soon as possible of any problems in order to resolve any
     issues for all tenants of the mall.

6. Compactor Keys.
     Tenants can now access card board compactor. First enter the #0792,
     open the door, then deposit cardboard. Once you shut the door, the
     compactor will automatically compact. The smaller compactor with steps
     still requires a key. In the event you lose your key to the smaller
     compactor, contact the Mall Office at 427-9031.



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ROOF ACCESS

All service representatives needing roof access must first check in at the Mall
Security Office during business hours, Monday through Friday,
8:30 am – 5:30 pm. All Vendors must have the proper insurance on file in the
Management Office. The company’s current insurance and the technician’s
certification will be verified. The service technician must then sign the roof
access log and leave some form of identification, either a driver’s license or ID
tag, with security. A pass will then be issued. Mall Security or Maintenance will
be paged to escort him / her to the appropriate roof hatch. The technician will
sign out and return the roof access pass once finished. Mall administration will
photocopy the service report to be placed in your store’s preventative
maintenance file. The ID will then be returned to the service technician.


ROOF LEAKS
Should you have a roof leak, please report it immediately to the Management
Office. Our maintenance personnel will inspect it to determine the cause of the
leak. If it is the Mall’s responsibility, the Mall will repair the roof area as soon as
possible. No contractor will be permitted access to the roof area without
checking in with Mall Security.


HEATING & AIR CONDITIONING
If you have a problem regarding the heating and air conditioning within your
store, our Maintenance Department will be happy to discuss the problem, and
will supply you with the name of a reputable repair service should the need
occur. Keep in mind that any repairperson for the heating and air conditioning
will likely need roof access. Anyone requiring roof access must first sign in at
the Mall Security Office as outlined above. Per your lease, a Preventative
Maintenance Program for your HVAC unit must be in place.               Constant
temperature of no higher than 72 cooling and no lower than 68 heating must be
maintained per your lease, Section 10:02, Paragraph E, Tenant’s Obligations for
Maintenance. Anyone requiring roof access will need to supply the Mall
Management Office with the proper insurance before access to the roof will be
permitted.


CONSTRUCTION & REMODELING

Prior to remodeling or beginning any form of construction in your store, you
must first contact the Mall Management Office. Please do not proceed without



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approval from Mall Management. Refer to Section 9:03, Refurbishment, of your
lease for further details and information. If you have any questions, please feel
free to contact the Operations Director at the Management Office.

DELIVERIES
All store deliveries must be received through the service doors. Both doors may
be propped open, but then immediately closed when the delivery is finished.
This will prevent damage to the doors and loss of heat/air from the climate
controlled service area.

To ensure that carts and dollies do not pose a liability threat, only those stores
located in the center of the Mall, and without direct access to a truck dock, will
be permitted through the common area. All store space numbers have been
assigned a service court.

STORE MAILBOXES & FED EX

Stores’ mailing addresses correspond to store space numbers and are assigned
to you as per your lease. Your address should be indicated in the following
manner for proper delivery:

                    Store Name
                    The Mall at Fairfield Commons
                    2727 Fairfield Commons
                    Store Name and Store Space #
                    Beavercreek, Ohio 45431

Store mailboxes are located on the upper level in the rear hallway adjacent to
the Food Court. The mailboxes are controlled by the Beavercreek Post Office.
To obtain a new mailbox and key or to obtain a new key that has been lost or
misplaced, call the Beavercreek Post Office at 320-5142. All other postal
inquiries such as tracking, rates, or services must be directed to
1-800-275-8777.


SIGNAGE & DISPLAY GUIDELINES

Store Management will not place any advertising material on any exterior door,
in any back hallway, or on any window.

All signs located in the interior of any store shall be in good taste so as not to
detract from the general appearance or reputation of the store or shopping
center. Signs TAPED to the front windows, storefronts, doors or columns


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adjacent to concourses are NOT permitted. Mall management will remove any
hand-lettered or otherwise unprofessional signage.      All signage will be
professionally lettered and maintained in good condition and repaired at all
times. The following types of signs are prohibited:

           1.   Paper signs and/or stickers utilized as signs
           2.   Signs of temporary character or purpose
           3.   Outrigger signs
           4.   Moving or pylon signs
           5.   Vinyl banners (with or without grommets)

Also, no flashing, moving, flickering, and/or blinking illuminations, animation, or
moving lights shall be allowed. Black lights, strobe, flashing or spinner chase
type lighting is prohibited. Please refer to your lease, Section 9:04, Signs, for
verification.


HOUSEKEEPING

The Mall at Fairfield Commons maintains a housekeeping contractor for the
purpose of keeping the shopping center clean. It is also the responsibility of all
tenants to maintain good housekeeping standards throughout The Mall at
Fairfield Commons.


FOOD COURT TRAYS

Food Court trays are provided for both your convenience and that of our
shoppers. Food Court trays are not permitted to be taken out of the food court
area. When placing a food order to take back to your store, please place your
order “TO GO”.

NO SMOKING POLICY

The Mall at Fairfield Commons is a smoke-free shopping center. Smoking is
NOT permitted in the interior of the center, in individual stores, in restrooms, in
rear hallways, or anywhere else.




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SECURITY AT THE MALL AT FAIRFIELD COMMONS

The Mall Management provides Security Officers to patrol and protect the
common area of the mall and its many patrons and employees. It is the
responsibility of our Security Officers to identify hazardous situations that may
cause injury to shoppers, employees or the property itself.

Individual store security is the responsibility of the retailer and his/her
employees. The Mall at Fairfield Commons’ Security Officers can render support
and advice, but only upon request by the store’s management personnel.

The Mall at Fairfield Commons is patrolled 24 hours a day, 7 days a week.
Disturbances or other public safety related problems seen by you or your staff
should be reported by calling Mall Public Safety at (937) 427-9170, and a
Security Officer will be dispatched immediately.       Customer or employee
emergencies can usually be handled by calling Security. However, in the case of
extreme emergencies, you should first call the Beavercreek Police or Fire
Department at 911, and then call Mall Security.

Safety at The Mall at Fairfield Commons is a matter of concern for all of us.
Security Officers are available to assist and advise you. Conversely, they need
your help and cooperation.

Please familiarize yourself and your employees with the following guidelines, so
that you will know what to do if a situation arises. Any questions regarding
security procedures should be referred to the Security Manager at (937) 427-
9031.

TO REQUEST IMMEDIATE ASSISTANCE, CALL: (937) 427-9170

When requesting assistance, please state the situation, your name, store name,
and as many details as possible.

Note: In a situation where an individual is armed with a dangerous weapon,
please make sure Mall Security is aware of this when you call. OUR SECURITY
OFFICERS ARE NOT ARMED. THEREFORE, IT IS IMPERATIVE THAT THEY BE
PROPERLY INFORMED IN THIS REGARD. The Security Supervisor on duty will
handle all situations as stated above with the Beavercreek Police Department.


POLICE SUBSTATION

There is a police substation for the City of Beavercreek located on property,
Service Court 2, near entrance B. In case of an emergency, call 911.


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POLICY ON MERCHANT ASSISTANCE

The Mall at Fairfield Commons’ Security Department is responsible for the
security and safety of the common areas including sidewalks and parking lot
areas.

Each tenant, in turn is responsible for the security and safety of their interior
leased premises. However, Mall Security may assist tenants on matters such as
shoplifting, bad check artists, or other criminal offenders, in a limited manner. If
a tenant requires assistance, Mall Security will notify Beavercreek Police and will
physically stand by, but will not detain the person causing the problem unless
the person physically threatens the tenant or officer or creates a disturbance or
problem.

Mall Security may assist tenants in finding suspected shoplifters, etc. in common
areas. If successful, the tenant must personally detain such suspects. Please
refer to your store policy of apprehension of shoplifters. A tenant with probable
cause (check your store policy for definition) can detain a shoplifter -- Mall
Security cannot! Mall Security will not become involved unless an officer
witnesses the crime or unless the problem escalates to a degree that someone is
in danger of physical harm.

USE OF THE DURESS CODE

The Mall at Fairfield Commons has a duress code. This code is to be used in the
event you or your staff cannot request Mall Security freely, due to the fact that
this could alert the offender(s) that you need help. You and your staff should
call Mall Security at (937) 427-9170 and say, “This is STORE NAME, we have 2
packages to be picked up”. The number of packages is the same number of
people threatening your store. If there are 4 offenders in your store, you have 4
packages to be picked up. Again, calling and requesting for X number of
packages to be picked up is the duress code. Security Officers will
immediately be dispatched to your store. The Mall Security dispatcher will ask
you if the “subject (s)” have a weapon and what type of weapon. These will be
phrased in yes and no questions.

DISORDERLY CUSTOMER

Contact the Beavercreek Police Department and Mall Security. Mall Security will
stand by until the police arrive, but will only take action if personal safety is in
danger to himself or herself or to any other person.




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ACCIDENTS

(In-Store) Your store liability insurance covers these incidents; however, if
serious in nature, details should be reported to Mall Security.

(In-Mall) Direct subject to Mall Security where all information pertaining to the
accident will be recorded.

SOLICITORS

No solicitors will be permitted in the center or the mall property (including
parking lot leaf letters) without first obtaining management approval. If you or
your employees observe any solicitors, please notify Mall Management of their
locations.

MEDICAL EMERGENCY

If a medical emergency should occur in your store, please call 911 first and then
call Mall Security at (937) 427-9170. A Security Officer will be dispatched to your
store immediately to offer assistance. If the situation does not require 911
services, but does require some type of medical assistance, please call Mall
Security for medical assistance.

LOST CHILDREN / LOST PARENT

The Mall at Fairfield Commons’ Security will assist in the event of a lost child or
person. If a lost child or person is reported, please call Mall Security at (937)
427-9170. Please have a physical description including age, sex, and name of
the person missing. The information will be dispatched to all Security Officers
immediately.

LOST & FOUND

All lost & found items discovered in your store or in the common area should be
turned into Guest Services. If you or your staff is approached regarding a lost
item, please call Guest Services with a description of the item. A log is kept at
Guest Services regarding all lost & found items, and the representative will be
happy to check if any item has been located. Items are held for 90 days at The
Mall at Fairfield Commons, and then turned over to local charities.

AUTO ASSISTANCE

If you, your employees, or your guests are in need of auto assistance, Mall
Security will assist with jump-starts and lockouts. However, Mall Security will not


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conduct a lockout on a vehicle that has power locks. Mall Security will not change
tires. If one needs assistance that cannot be provided by Mall Security, a towing
service will be called.

TRAVELERS CHECKS

Please be advised that American Express Travelers Checks from foreign countries
may not carry the same value as U.S. Currency due to the exchange rate. The
currency of the country should be noted on the top or lower portion of the
Travelers Check. Failure to check the above mentioned information might result
in your store incurring a loss.


AFTER HOURS ACCESS PROCEDURES

To maintain safety in the Mall and for customers and employees, The Mall at
Fairfield Commons has an After Hours Procedure. This procedure controls who is
in the mall after normal hours. Stores are required to obtain an after hours
permit if they need to come into the mall earlier than two hours before the mall
opens for business or will remain later than two hours after the mall closes. Each
associate is also required to have a temporary parking permit placed in the front
windshield of their vehicle if they intend to stay two hours after the mall is closed
or arrive two hours before it opens. See Overnight Parking/Towing Policy Page

To obtain an after hours permit, tenant personnel will be required to give at least
24 hours notice. Permits can be obtained at Mall Management Office during
office hours; 8:30 am – 5:30 pm. Mall Management will need to know the
reason, names of personnel, and time of entry/exit needed. The Mall at Fairfield
Commons’ Security Office will require proper identification of anyone entering the
mall after lock up. Access may be denied if prior notice is not received and there
is improper identification.

For emergency situations, you may obtain an after hours permit from the Mall
Security if the Management Office is closed. The Manager on duty will approve
these.

All tenants leaving the Mall more than two hours after closing must exit via
Service Court 4 doors near the Food Court. Mall Security will escort you to your
vehicle if needed. NO one should be exiting through a main entrance after the
doors have been locked by Mall Security. This is not only a major safety hazard
to tenants and employees remaining in the Mall, but it also will cause the alarm
system to activate. Beavercreek Police Department is contacted and dispatched
on all security alarms. It is possible that the Police Department may cite the
person knowingly exiting through a door after the two-hour time frame. This is
also true for those exiting through a service door after 11:00PM, with


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the exception of Service Court 4 doors. The mall requires that a mall
security guard(s) be hired by the tenant or contractor for any work being done
between the hours of 11 p.m. and 6 a.m. Mall security has the ability to provide
security for both common area and inside the tenant space. Security services
must be contracted through the mall office during office hours. There must be at
least a 12 to 24 hour notice. In the event that a tenant or contractor fails to
obtain security under the circumstances listed above access to property will be
denied.


INTERNAL SECURITY
In the case of bad checks, stolen credit cards, counterfeit money, and other
similar problems, contact the Security Office to identify the situation and the
suspects.


GENERAL SECURITY TIPS

1. Be security and safety conscious.

2. Report any situations, which may be a security or safety hazard.

3. Make sure all doors are locked at closing.

4. Check to see that all merchandise is secure in store.


TIPS ON SPOTTING A SHOPLIFTER
There is no stereotypical shoplifter. Shoplifters are young and old, male and
female, any ethnic background, amateur and professional. Since shoplifters are
not readily identifiable, the best defense is to be alert to their patterns. Watch
for the following:

1. Watch for a customer who is watching you.

2. Check how a person is dressed according to the weather, i.e., bulky coat in
   warm weather.

3. Watch for nervous actions or spending a lot of time in one department.

4. Check dressing rooms regularly.

5. Know what merchandise a person takes into a dressing room.


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EMERGENCY SITUATIONS
ROBBERY

In case of a robbery, call the Beavercreek Police at 911 and then call Mall
Security at (937) 427-9170. Let the police and Mall Security know if the
subject is armed so they know how to proceed. Give the robber(s) what they
want; remember material items are replaceable, life is not. Write down what you
can remember about the robber(s) before you talk to other employees and while
it is fresh in your mind. Do not touch anything; there may be fingerprints that
can be used to catch the robber(s).

BREAKING & ENTERING

For breaking and entering, call the Beavercreek Police at 911 and then call
Mall Security at (937) 427-9170. Again, do not touch anything. If you
discover the door open, do not enter by yourself, as subjects may still be inside.
Wait until the police arrive.

If you see a suspicious person, please call for Mall Security. The mere presence
of a Security Officer may deter the subject from loitering.

BOMB THREAT

1. Remain calm!

2. Try to notice as much as you can about the person calling, i.e., accent,
   background, etc. Remain calm, ask questions, and keep the caller on the
   phone as long as possible.

3. Try to remember exactly what the caller said and write it down. The bomb
   threat checklist on the following page will help you. Keep a copy under your
   phone(s).

4. If your phone system has the capability, immediately dial *57 to log the call
   with the phone company.

5. Contact the Beavercreek Police immediately! Emergency number:
   911.

6. Contact Mall Public Safety at (937) 427-9170.

7. Alert the Management Office of the situation at (937) 427-9170. We will
   assist in an advisory capacity and, if needed, assist in a search of the area.



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BOMB THREAT CHECKLIST

Use this form to assist in obtaining important information from a bomb threat phone call:

Name of Operator, or person receiving call_____________________________________

Date of call ________________________           Time ______________________________

Message (Exact Language Used) ____________________________________________

_______________________________________________________________________

Questions to be answered:

When is the bomb going to explode? ________________________________________________
Where is the bomb now? _________________________________________________________
What kind of bomb is it? _________________________________________________________
What does it look like? ___________________________________________________________
Why did you place the bomb? _____________________________________________________
Where are you calling from? ______________________________________________________


Description of caller’s voice:
Circle answers that apply.

Male       Female
Young      Middle Age        Old         Estimated age___________
Did the caller have an accent? YES NO
What type? Local Foreign Racial Regional Type


What is the caller’s tone of voice?
Soft Loud Hoarse Muffled High Pitched Deep Pleasant
Other______________________________
Is the voice familiar? _____________________________________________________________
Other voice characteristics:________________________________________________________
______________________________________________________________________________
Did the caller appear familiar with the mall? _____________________________

Background Noise? _______________________________




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MORE EMERGENCY SITUATIONS

FIRE

    DURING STORE HOURS

1. Contact the FIRE DEPARTMENT: 911

2. Contact Mall Public Safety Office at (937) 427-9170.

3. Evacuate your store calmly.         Do not panic the public by announcing
   emergency evacuation.

4. The Fire Department and the Mall Management personnel will instruct
   shoppers to evacuate the mall if the need arises.

5. Station personnel to guard the area from potential danger until the police
   arrive.

6. The Mall Management will contact the surrounding stores’ personnel to
   review the extent of possible damage.

SUSPECTED FIRE – ODOR OR SMOKE

1. Make every effort to locate the cause of the odor or smoke.

2. If unable to locate, and odor or smoke persists, call the Fire Department then
   Mall Security and proceed as above.

AFTER HOURS FIRE

If a fire starts anywhere in the Mall, the sprinklers will activate, providing a surge
of water to control the fire. A signal is automatically sent to our alarm company.

Our alarm company will contact the Fire Department and Mall Management. The
affected store managers will be contacted and advised of the situation.

HELIUM BALLOONS

Please do not hand out helium-filled balloons for any reason or use helium
balloons as part of a display outside of your store. When released, they set off
our infrared fire system.




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ELECTRICAL FAILURE

If your store suffers an isolated electrical failure, contact the Management Office
and advise them of the situation: Phone (937) 427-9031. We will assist in an
advisory capacity.

           SHORT TERM ELECTRICAL FAILURES
           If your electricity flickers off a few times for just a few seconds, the
           source may be the weather. These electrical failures do not last but a few
           seconds.

           EXTENDED ELECTRICAL FAILURES
           If for some reason your store suffers an extended failure, contact Mall
           Management and advise them of the situation.

1. Request your patrons to leave the store. This may prevent any accidents to
   your patrons and any looting from the store.

2. Once your store is free of patrons, you may wish to secure your entrances.

3. Stand by your premises, as you will be expected to reopen as soon as the
   situation is rectified.

Mall Management will work with diligence to remedy the situation as
quickly as possible. Additionally:

    1. We recommend surge protectors for all computer equipment.

    2. Food vendors are also urged to have back up generators for refrigeration.

LEAKING SPRINKLER HEAD

Due to the great amount of pressure behind a sprinkler head, any leak must be
considered a priority. Contact the Mall Security at once.


MALL SECURITY RULES & REGULATIONS
1. All deliveries are to be made to designated service or receiving areas.

           No deliveries will be permitted through the mall unless the tenant does
           not have a rear service door. The use of Pallet Jacks is prohibited
           throughout the interior region of the mall. Pallet Jacks are restricted to
           service hallway use only.



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           Merchandise being received shall immediately be moved into tenant’s
           premises and not left in the common areas, service corridors, or receiving
           areas per the Beavercreek Fire Marshall. Inspections on tenant spaces and
           the service corridors will be conducted periodically by the Fire Marshall
           and regularly by security. Any tenant not in compliance will first be
           warned, any further violations shall result in a citation being issued by the
           Beavercreek Fire Department.

2. Tenant is responsible for the storage of his trash, refuse, and garbage.
   Tenant shall not dispose of the following items in sinks or commodes: plastic
   products, sanitary napkins, tea bags, cooking fats, cooking oils, meat scraps,
   cutting residue, petroleum products (gasoline, kerosene, lubricating oils),
   paint products (such as thinner), or any other items which sinks and
   commodes are not designed to receive.

3. Tenant shall not permit any advertising medium to be placed on Mall walls,
   on tenant’s exterior walls or windows, and on standards in the mall. No
   permission, expressed or implied, is granted to exhibit or display any banner,
   pennant, sign, and trade or seasonal decoration of any size, style, or material
   within the shopping center, outside the tenant’s space.

4. Tenant shall not permit the use of any advertising medium that can be heard
   or experienced outside of the tenant’s premises. Such items may include
   flashing lights, searchlights, loud speakers, phonographs, radios, televisions,
   organs, pianos, video screens, and any other devices that can be heard or
   experienced outside of the tenant’s premises in a disruptive manner.

5. No radio, television, or other communication antenna equipment or device is
   to be mounted, attached, or secured to any part of the roof, exterior surface,
   or anywhere outside the premises, unless the landlord has previously given
   its written consent.

6. Tenant shall not permit merchandise of any kind at any time to be placed,
   exhibited, or displayed outside its premises; nor shall tenant use exterior
   walkways of its premises to display, store, or place any merchandise.

7. Tenant shall not permit or suffer any portion of the premises to be used for
   lodging purposes.

8. Tenant shall not, in or on any part of the common area:

    a. Vend, peddle, or solicit orders for sale or distribution of any merchandise,
       device, service, periodical, book, pamphlet, or other matter whatsoever,




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       unless specifically permitted to do so within the parameter of the lease use
       clause.

    b. Exhibit any sign, placard, banner, notice, or other written material, except
       for approved marketing activities.

    c. Distribute any circular, booklet, handbill, placard, or other material, except
       for approved marketing activities.

    d. Solicit membership in any organization, group, or association, or
       contribution for any purpose.

    e. Create a nuisance.

Use any common area (including the enclosed Mall) for any purpose when none
of the other retail establishments within the center is open for business, except
for approved marketing activities.

f. Throw, discard, or deposit any paper, glass, or extraneous matter of any
   kind, except in designated receptacles, or create litter or hazards of any kind.
   It is a safety and fire hazard to store anything in service corridors. Mall
   Management and/or the Beavercreek Fire Department may cite you.

Deface, damage, or demolish any sign, light standard or fixture, landscaping
material or other improvements within the center, or the property of guests,
business invitees, or employees within the center.

OVERNIGHT PARKING/TOWING POLICY

Any unauthorized vehicles remaining on Mall property past 2:00 A.M. will be
towed without notice to the owner of the vehicle. The owner will be responsible
for towing fees and storage costs imposed by the towing company. A temporary
parking permit must be displayed in the window of any vehicle that will be here
after hours or left overnight. Each employee is responsible for obtaining their
own permit from the security office. A signature is required on each permit by
the individual leaving the vehicle. Contact security for a parking pass.

Mall Security MUST be notified in the event that employees of your business will
be working in your store past 2:00 A.M. When requesting a permit from Mall
Security please have the following information ready:

            Store Name
            Vehicle owners name
            Vehicle make and model



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            Vehicle color
            Vehicle license plate number
            Parking lot where the vehicle parked

If an employee of your store experiences some form of mechanical break down
of their vehicle, they may leave the vehicle overnight, providing security has
been contacted and made aware of the situation, and a Temporary Parking
Permit has been issued.




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DEMOGRAPHIC SUMMARY

The Mall at Fairfield Commons is owned by Glimcher Properties LP, and has a
square footage of 1,011,936. Our trade area has been defined as a 30-mile
radius around the center. The following statistics are based on the 2000 Census
for Greene County.

  MSA Population in 9 Counties of the
                                                          1,250,000
                 Dayton Area


             Population Estimate                          695,831


           Total Household Estimate                       317,550


     Income Estimate for the County                      $55,562.00


    Income Estimate for Beavercreek                      $68,801.00


                 Average Age                                 37


               Percent Female                               55%


    Percentage of Population Married                      Majority


 Percentage Households with Children                        42%


Percentage of Population Unemployed                         3.2%


             Average Home Value                          $195,000.00


            Average Monthly Rent                          $680.00


            Occupancy Rate in Mall                          98%




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MARKETING TOOLS FOR SUCCESS
The Mall at Fairfield Commons has many programs designed to assist you in the
marketing of your store. “Marketing Tools for Your Success” are resources
available to The Mall at Fairfield Commons permanent merchants without charge.
We encourage you to use these tools to maximize your sales potential. Please
feel free to contact the Marketing Department if there is anything you need
assistance with.

SIGN HOLDERS

As space allows, merchants will be able to utilize the in-mall sign holders to
promote sales and events. These posters are 22”x28” and require a 1” text
border. The signs must be professionally produced and all signs are subject to
approval by the Marketing Department.

TABLE TENTS

Table tents are a great opportunity to promote your in-store events and special
offers to our guests in the 650-seat food court. This space is available for our
merchants on a first come, first serve basis. Table tents must be professionally
produced, one sided and exactly 4” X 6” in size. All table tents are subject to
approval by the Marketing Department. Table tents can be reserved for 2 weeks
at a time. Please provide 150 table tents to be displayed. Table tents will not be
returned after use. Contact the Marketing Department to reserve your space.

DISPLAY CASES

Display cases are available on a first come, first serve basis when the carts are
not being leased. You must fill out an application prior to receiving a display
case. Contact Specialty Leasing to reserve your cart.

RED FOLDER PROGRAM

The Mall at Fairfield Commons operated a “Red Folder” program that provides a
means of communication from the Mall Management Office to the stores, and an
opportunity for the stores to communicate with each other. Each store receives
a Red Folder every Wednesday that contains memos, newsletters and special
notices from the Management Office and stores within the mall. If you choose to
distribute information to the merchants, please provide 150 copies and deliver
them to the Management Office no later than Tuesday at noon. We encourage
all stores to use this FREE program to publicize your in-store promotions and
programs to over 2,500 employees.



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MOMTOPIA



Momtopia is a virtual online community and resource within The Mall at Fairfield
Commons website. The program speaks directly to the mothers in our customer
database that have children 0-8 years of age. Through Momtopia, our retailers
can take the opportunity to highlight their sales, promotions and events that are
targeted toward moms and families. Contact the Marketing Department to
discuss the number of ways that your store can become involved.
 Sales Associates work events with the Marketing Department.
 Donate a door prize that a child may win.
 Donate giveaways that each child attending the event may receive.
 Offer a special discount for Momtopia members.

THE SHOPPING LINE

The shopping line answers all incoming phone calls to The Mall at Fairfield
Commons. The Shopping Line gives out Mall information to our customers. All
stores have the ability to promote special events or employment opportunities. A
Shopping Line form is available at the Management Office.

LICENSE TO SHOP

The Mall at Fairfield Commons produces and distributes over 15,000 License To
Shop brochures each year. By participating in the License To Shop program you
not only increase your traffic flow, you also support local charities. License To
Shop brochures are distributed free of charge to non-profit organizations who
sell them for $5 each and keep 100% of the profits.

WEBSITE

The Mall at Fairfield Commons continues to update the website at:

                      www.mallatfairfieldcommons.com
The event listing is available to promote special events or activities your store is
hosting. Graphics can be posted in this section of the website. Contact the
Marketing Department for further details. A new feature to the website is the
ability of each store to post their own sales/specials/employment opportunities
as often as they choose. This is an easy process to do on your own or the
Marketing Department is happy to help you get started. Visit www.retailhub.com
to register.




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EMAIL MARKETING

The Mall at Fairfield Commons has an email database of over 10,000 qualified
shoppers who have requested more information from our mall and have
registered for our Fashion Forum program. This gives members a chance to
receive advance notice of our sales, exclusive offers and invitations, fashion
trends and advice. Our email marketing is a great opportunity for our stores to
take advantage of advertising to our customers. To provide information for
email marketing, please contact the Marketing Department. Retailers are
encouraged to join this e-group at www.mallatfairfieldcommons.com to stay
informed of upcoming activities at the mall.

EMPLOYEE DISCOUNTS

Employee discounts are a great opportunity to reach the over 2,500 employees
at The Mall at Fairfield Commons. Mall employees are a captive audience, and in
most cases, some of your best shoppers.          Please notify the Marketing
Department of your employee discount.

STORE DIRECTORY

The Mall at Fairfield Commons store directory lists every retailer in the center
under the appropriate categories and indicates their location in the Mall.
Directories also include a list of Guest Services and center amenities. All
permanent retail stores will be listed in the printed directory and on the
monument sign directories throughout the mall.

FACILITY AVAILABILITY

Extended store shopping hours are always welcome. If you plan to host a
special sale or event, such as Friends & Family sale or private shopping nigh.
Just put your request in writing and submit it to the Management Office. Mall
Management will make arrangements for access to the center before or after
normal operating hours.

PEOPLE COUNTER

The Trafsys sensor system at The Mall at Fairfield Commons offers pedestrian
traffic counting. With the system, all exterior entrances to the mall are
monitored. It provides coverage of the entire mall, thus providing a complete
picture of traffic, traffic patterns, traffic trend and special event traffic.




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BIG IDEAS?

Do you have an idea that will increase your store’s sales that is not on the list?
Call us! We provide marketing consultations to our retailers and are happy to
help you develop custom ideas for advertising, events and promotions that will
help keep your registers ringing! Sponsorships and advertising opportunities are
also available to our tenants for an additional cost.


DISCOVER GIFT CARDS – Gift Giving Made really, really easy!

A Mall at Fairfield Commons gift cards can be purchased at Guest Services. Gift
Card giving is made easy with two options:

The Discover Gold Card
 Can be used in just about any store in the Dayton Mall and Mall at Fairfield
   Commons.
 Has a purchase fee of $2.00 per card. Card purchase fee waived on orders
   exceeding 15 cards.
 Can be purchased in increments from $15.00 - $500.00.
The Discover Platinum Card
 Can be used anywhere you see the Discover Network logo.
 Has a purchase fee of $3.95 per card. Card purchase fee waived on orders
   exceeding 15 cards.
 Can be purchased in increments from $25.00 - $500.00

IMPORTANT INFORMATION

    Retail Support: If you’re experiencing problems processing a Gift Card call:
      1-888-533-4328.
    Auth/Void Support: If you need to reverse a Gif Card transaction call:
      1-888-489-0464.

These services are provided 7 days a week from 10am – 7pm. Please DO NOT
call the phone numbers on the back of the cards, this number will charge the
customer.

FREQUENTLY ASKED QUESTIONS:

How is a gift card processed?

The gift card processes just like a credit card. Ask the customer what the
current balance is on the gift card before processing the transaction. Each
transaction must receive a valid authorization at the time of purchase.


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How is a gift card balance obtained?

   Visit Guest Services or call them at 937-427-4301.
   Visit www.giftcardbalance.com

How do I process a return on an item purchase with a gift card?

The customer should present the gift card and merchandise to be returned.
Depending on your store’s policy, the customer may need the gift card to
process the return or receive in-store credit. Refunds or credits issued to a gift
card require a minimum of 2-3 business days to process.

How do I process a split-transaction?

If your store has a split-transaction policy you should follow your store’s policy. If
your store does not have such a policy you may follow these steps:
 Determine the amount remaining on the customer’s gift card without
    processing the gift card.
 Accept an alternate form of payment for the difference before processing the
    gift card.
 Swipe the gift card, processing the remaining balance due.

Please contact Guest Services or the Management Office with any
questions.



MERCHANT MEDIA RESPONSE PROCEDURE
Please be familiar with your company’s policy on responding to media inquires on
behalf of your store.

The following guidelines are to be followed regarding media responses:

    1. Store employees are not authorized to speak on behalf of The Mall at
       Fairfield Commons. The General Manager and Marketing Director are the
       center spokespersons. Please direct any requests to the Management
       Office.

    2. If a reporter requests comments on behalf of your store please refer to
       your company’s individual policy.




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    3. Photographers are not allowed to film your store front or within your store
       without your approval. If you allow such filming, we strongly suggest you
       protect yourself from any liability.

If you encounter a reporter or media representative of any kind, please
notify the Management Office or the Security Office.


POLICY ON CUSTOMER COMMENT CARDS
The Mall at Fairfield Commons receives numerous customer comment cards each
week. Some are good and some are not so good. We are implementing a policy
that will allow us all to take advantage of comments and ultimately improve
customer service. Therefore, in an effort to respond to legitimate feedback from
our customers we will share these comments with both the Store Manager and
the District Manager.

Our goal is not to make you and your associates look bad, but to efficiently and
effectively respond to our customers’ needs and suggestions. Both compliments
and concerns will be shared with all involved. It is our goal as the management
staff to respond to these comments within 48 hours, initially. Beyond that time
period, we want to work with you and your company to improve and refine your
customer service, as needed.

If you are interested in meeting with any member of the Mall Office staff about a
specific comment, please give us a call and we will be happy to sit down with
you and/or our staff to discuss it.




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                                                   MAGICAL NIGHT OF GIVING




WHAT IS MAGICAL NIGHT OF GIVING?

The 9th annual Magical Night of Giving is a four-hour event that includes Santa’s
arrival, holiday entertainment, and fabulous door prizes! The event is held in
November to help kick-off the holiday season at The Mall at Fairfield Commons.
Magical Night of Giving is designed to create additional sales for mall retailers
and at the same time help support our local non-profit organizations.

Tickets for the event will be sold six weeks prior by local non-profit
organizations. They sell the tickets for $5 each and retain 100% of the funds
raised from ticket sales.

WHO IS INVOLVED?

          Local non-profit organizations
          Merchants
          Outside sponsors
          Ticket-holding guests
           Various entertainment

MAGICAL NIGHT OF GIVING IS A WINNING SITUATION FOR ALL

          For local non-profit organizations, the event is a huge fundraising
           opportunity. Non-profit organizations sell tickets to the event and retain
           the proceeds to support their programs.            These local community
           organizations also provide additional publicity and free advertising for the
           event.
          For shoppers, the evening is a fun-filled, family-oriented shopping
           extravaganza featuring special discounts, door prizes, entertainment, and
           of course, early holiday shopping.
          For merchants, the evening means additional sales during the holiday
           shopping season. By participating, The Mall at Fairfield Commons'
           merchants will establish themselves as good neighbors and generate a lot
           of positive publicity during the holiday shopping season.




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HOW MERCHANTS CAN PARTICIPATE

In order to help make your participation in Magical Night of Giving as profitable
as possible, here are a few tips from retailers who have successfully participated
in the past.

          SPECIAL OFFERS ARE THE KEY TO SALES DURING THE EVENT. Results
           from 1999 through 2005 clearly show that retailers, who produced the
           offers or discounts most attractive to the shoppers, generated the most
           sales from the event. Shoppers, who have a limited amount of time to
           shop during the four-hour event, spend their time and money in stores
           that offer the best discounts.
          Each attendee at Magical Night of Giving will receive an event guide. This
           guide will highlight special retailer offers. This is just another reason of
           why it is important to provide a special offer to the shoppers- it is put
           directly into their hands.
          Work closely with your Mall Management Team and your home office or
           District Manager to coordinate your store’s participation in the event.
          If you have the option to host a Friends and Family night, plan to hold this
           event during Magical Night of Giving, and extend the Friends and Family
           offer to ticket holders. You will see the results!

WE NEED EVERYONE’S SUPPORT TO MAKE THIS EVENING TRULY
MAGICAL!

MAGICAL NIGHT OF GIVING CONTACT INFORMATION

MARKETING DEPARTMENT:

Marketing Director:                   Kristie Miller
Marketing Coordinator:                Kristin Stroh

Address:
The Mall at Fairfield Commons
2727 Fairfield Commons
Beavercreek, OH 45431

Phone: 937-427-9031
Fax:   937-427-3668

Information regarding Magical Night of Giving will be distributed
during the fall months. Please contact the Marketing Department with
any questions.




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SERVICE AT EVERY LEVEL

“Service At Every Level” is The Mall at Fairfield Commons philosophy. We believe the
guest is the most important part of our job. It is everyone’s responsibility to take
care of our guests, whether you are a store employee, a contracted employee or a
Glimcher employee. We are all part of the same team.

At The Mall at Fairfield Commons, everyone is treated as a guest. There are both
internal and external guests. Internal guests include co-workers, vendors, and store
employees. External guests are the visitors to The Mall at Fairfield Commons who
come to shop and to be entertained.

We aim to ensure each guest’s visit to The Mall at Fairfield Commons is
both pleasant and memorable.


THE MALL AT FAIRFIELD COMMONS CULTURE

The Mall at Fairfield Commons has made a commitment to “Service At Every Level.”
This is our culture. By listening, identifying and reacting, we will provide for our
guests service beyond their expectations. We will always go beyond the call of duty
to assist a guest by offering “Service At Every Level”. Each Mall at Fairfield
Commons team member is responsible for our guest, and should offer the kind of
quality and personal service they would like to receive. In turn, each Mall at Fairfield
Commons team member will reap the rewards of a job well done.


THE MALL AT FAIRFIELD COMMONS VALUES

The Mall at Fairfield Commons team members consistently stand behind our shared
values. Our values listed below foster the “Service At Every Level” culture that is in
place throughout The Mall at Fairfield Commons.

                                  INTEGRITY
                                   HONESTY
                             RESPECT FOR OTHERS
                                  TEAMWORK
                            OPEN COMMUNICATION
                          POSITIVE LISTENING SKILLS
                              PROFESSIONALISM
                                  INITIATIVE
                                 ENTHUSIASM
                            POSITIVE RECOGNITION
                               ACCOUNTABILITY


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                            TIMELY FOLLOW THROUGH
                                 COMMITMENT



SERVICE DEFINITIONS

CUSTOMER:           A person with whom you have dealings

GUEST:              A person entertained by another acting as the host

                    Retail guests desire a certain quality of service wherever they go.
                    This includes the following:

                       Fast and efficient service
                       Kind and attentive treatment
                       Courteous behavior
                       Respect
                       A great attitude
                       Professionalism
                       Delivery of promises
                       Positive listening skills
                       Timely, fair solutions
                       Good manners

SERVICE:     An act giving assistance or advantage to another

SERVICE AT EVERY LEVEL: The Mall at Fairfield Commons Culture

The belief that every center guest is equally important and that taking care of those
guests is the responsibility of each Mall at Fairfield Commons team member, whether
you are a contracted employee or a Glimcher employee.

Guests at The Mall at Fairfield Commons include both internal and external guests.
Internal guests include co-workers, vendors, and store employees. External guests
are the visitors to The Mall at Fairfield Commons who come to shop and to be
entertained.

Taking care of guests involves always going above and beyond to ensure each
guest’s visit to The Mall at Fairfield Commons is a positive and memorable
experience. At The Mall at Fairfield Commons we fulfill a guest’s less obvious needs.




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SERVICE FACTS

Retail guests will spend up to 10% more for the same product with better
service.

When retail guests receive good service, they tell 9 – 12 people.

When retail guests receive poor service, they tell up to 20 people.

82% of guests will repurchase from a company if their complaint is handled quickly
and pleasantly.

If the service is truly poor, 91% of retail customers will not return to a store.

Communications plays an important role in service.            It is proven that people
communicate in the following way:

          55% of what we learn from others comes from their body language
          38% comes from tone of voice
          7% comes from words spoken

FIRST IMPRESSIONS

First impressions are of the utmost importance. It only takes 20 seconds for a guest
to form a first impression of The Mall at Fairfield Commons. It is every team
member’s responsibility to ensure that this impression is an excellent one.
Appearance plays an important part of making a first impression.

PROFESSIONAL APPEARANCE

          Appear neat and well-groomed
          Wear clean and appropriate clothing
          Keep hair clean and away from face
          Keep hands clean and neatly manicured
          Do not wear strong fragrances or colognes
          Women should wear makeup in moderation
          Men should be neatly shaved or groomed
          Shoes should always be shined
          No drinking, eating, smoking, or chewing gum while you are in the presence
           of guests. This includes both inside and outside of the center.




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THINGS TO REMEMBER

          Guests are never an interruption to your job. They will feel unimportant. We
           must show them that we have regard for their needs.
          If appropriate, establish a personal relationship with the guest you are
           assisting.
          Always be sincere.


COMMUNICATION
VERBAL COMMUNICATION

Everyone will at one point or another come into contact with The Mall at Fairfield
Commons guests. Some will be in constant contact. When speaking with guests, it
is very important to be able to communicate effectively.

INFLECTION

Inflection makes us sound warm and friendly. Guests will feel more comfortable
while talking to us because of this wave like movement between the highs and lows
in our verbal pitch. Inflection also serves to show the guest how interested we are in
the conversation and, thus, in them. Without inflection, we sound monotone and
disinterested. Concentrate on the following when speaking: smiling, stressing
words, breathing and exaggerating one’s pleasant tone.

VOLUME

Volume is also important when we are speaking to our guests.
    If a guest is speaking loudly because they are angry or upset, do not yell back
     at the same volume. Start speaking at a lower volume, which will bring the
     guest’s volume down to meet yours.
    If a guest is confused or lost, speak very affirmatively with a slightly louder
     tone, but be certain not to be offensive.

PACING

Pacing is matching a guest’s rate of speech and intensity. It is one of the best ways
to establish rapport with a guest.
     Most people speak at a rate of 100 – 150 words a minute.
Intensity indicates the strength of the speaker’s emotion. This changes with the level
of concern over a particular situation or question. It is very important to reflect back
intensity to the guest. Be as concerned as the guest is.




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GENERAL GUIDELINES TO FOLLOW WHEN SPEAKING:

              Smile
              Sit up straight. Think about your posture.
              Use a low pitch voice to match that of your guest’s.
              Avoid extreme volume.
              Do not say “You know,” “I guess,” “I don’t know,” or “I’ll try.”


NON-VERBAL COMMUNICATION

Non-verbal communication is made through body language. Body language is a
constant flow of communication. It reveals what you are thinking and feeling.

EYE CONTACT

           Eye contact allows people to know you are interested, receptive and attentive.

FACIAL EXPRESSIONS

           Our faces are billboards advertising the way we feel. Be careful never to let
           the stresses of the day land on your face. A relaxed or pleasant expression is
           the ideal most of the time. Be certain to change your facial expression to suit
           a guest’s need or situation.

POSTURE AND BODY MOVEMENT

Our posture and body movement show our energy level and interest in the guest.
      Guests will be able to notice if you are impatient if you:
          Lean back and step away
          Turn your body away and face another direction
          Push yourself away from the desk or table
          Gather you papers
          Look at your watch
      Instead:
          Nod occasionally - to show that you are listening
          Lean forward - to show that you are interested
          Face the guest - to show where your attention is

HAND GESTURES

Hand gestures are about being natural. Many people are said to “talk with their
hands.” It is a natural way for people to express their feelings.




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     Open-handed hand gestures are viewed as gracious. They may be used to
      softly direct a guest.
     Closed-handed hand gestures, such as pointing with one’s index finger, are
      construed as a command as opposed to an invitation. Pointing is rude and
      intimidating, and is not acceptable at The Mall at Fairfield Commons.

TOUCHING

Many people are sensitive to touch. Please refrain from touching any guests. This
includes putting your arm around a guest, patting a guest on his back, etc. Even
though these are meant to be friendly gestures, they may be misconstrued.

PHYSICAL DISTANCE

People like to keep a certain amount of physical distance between themselves and
another person. Personal space is the distance that feels comfortable between you
and another person. There are two spatial zones:

             Personal     2 – 4 feet
             Social       4 or more feet

By maintaining a safe personal zone, you facilitate communication, trust and comfort.
Most conversations with guests will take place in the personal range. This will allow
enough privacy for confidential discussions but also a safe comfortable distance.




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THE MALL AT FAIRFIELD COMMONS LINGO

It is important to always speak positively. The following chart indicates
how The Mall at Fairfield Commons team member will present the best
impressions.

           SAY:                                          INSTEAD OF:

           I’ll find out.                                I don’t know.

           What I can do is…                             No.

           This is who can help you.                     That’s not my job.

           I understand your frustration.                You are right – this stinks.

           Let’s see what we can do about this.          That’s not my fault.

           I can help you.                               Talk to the manager.

           I’ll try my best.                             You want it by when?

           I’m sorry.                                    Calm down.

           I’ll be with you in one moment.               I’m busy right now.

           I will call you back.                         Call me back later.



WHAT TO SAY INSTEAD OF NO

Answering guests with a clear-cut, hard “no”, does not typically work. If a guest
cannot get exactly what they want, make sure you give them the closest thing you
can.

First, TELL the guest that you want to help them and the specific actions you will
take to try to satisfy them.

Second, SHOW the guest that they have some control over the situation. Possibly
recommend an action the guest may take in the future to prevent a similar
occurrence from happening again.




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DESCRIPTION OF ―SERVICE AT EVERY LEVEL‖
CONSIDERATE SERVICE

The Mall at Fairfield Commons team members always say “please,” “thank you,” and
“you’re welcome”. They show respect for all guests visiting the center.

EFFICIENT SERVICE

The Mall at Fairfield Commons team members are always productive.

KIND SERVICE

The Mall at Fairfield Commons’ team members always smile.

HELPFUL SERVICE

The Mall at Fairfield Commons team members are always sincere and glad to be of
service.

PROFESSIONAL SERVICE

The Mall at Fairfield Commons’ team members are always neat and dressed for their
job. They keep the operation running smoothly. Be proud of The Mall at Fairfield
Commons, your Mall at Fairfield Commons’ name badge and your Mall at Fairfield
Commons uniform.

CONVENIENT SERVICE

The Mall at Fairfield Commons team members are always there when a guest needs
assistance. Within ten seconds of noticing a guest struggling with any given
situation, a Mall at Fairfield Commons team member approaches that guest and
offers help. No team member will ever be reprimanded for momentarily leaving his
or her task while assisting a guest.

ATTENTIVE SERVICE

The Mall at Fairfield Commons’ team members understand the needs of the guests
are top priority. When addressing a guest, a Mall at Fairfield Commons team
member will always keep and maintain eye contact. If appropriate, ask for a guest’s
name as a means of establishing a relationship.




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SKILLED SERVICE

The Mall at Fairfield Commons team members will be trained in how to do their jobs
well. They will know the center, the stores, the merchandise, the amenities, the
programs, the events and more. They will know how to serve a guest completely
and to fulfill a guest’s less obvious needs.

KEEP YOUR EYES OPEN

Throughout your day while you are at The Mall at Fairfield Commons, observe your
surroundings. Look for guests who need assistance.             Everyone plays a part in
fulfilling our guest’s needs. The following are examples of what team members
should always look for, even while fulfilling daily responsibilities:

           1. A guest standing staring at a directory.
           2. A guest struggling with managing numerous shopping bags and packages.
           3. A guest looking lost or distressed.
           4. A guest unable to locate their car.
           5. A guest trying to open a door.
           6.   A guest having trouble communicating because of a language barrier.
           7. A guest who is physically challenged and looks as if they could use some
                assistance.
           8. A child that appears to be lost.
           9. A misplaced sign holder or poster.
           10. A freestanding directory kiosk without any hand-held store directories for
                guests.
           11. An overflowing trash receptacle.
           12. Store signage outside of the store’s lease line.
           13. Loud music coming from a store.
           14. Misplaced shopping carts, food court trays, and strollers.
           15. Trash scattered across the floor, rear hallway, or anywhere on property.
           16. A burnt out light fixture.
           17. An entrance without door decals.
           18. Wet floors either because of spills or inclement weather.
           19. Clean restroom facilities.


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           20. Appropriate directional signage.
           21. Tour buses arriving on property.
           22. Tour bus drivers needing assistance.
           23. Suspicious activity.



                   “If you see a guest without a smile,
                        give them one of yours.”

                                                                      - Anonymous
THE THIRTY SECOND RULE

The Mall at Fairfield Commons Team should approach or acknowledge all guests
within ten seconds. The Mall at Fairfield Commons team members will be attentive of
their surroundings and The Mall at Fairfield Commons guests. Guests are NEVER an
interruption. Look for guests who need assistance. We are here to offer “Service At
Every Level.”

EXAMPLE: A guest is standing by a directory looking for a store.


ACTION:           You, a Mall at Fairfield Commons’ team member, see this but are in the
                  process of talking to another Mall at Fairfield Commons team member.
                  You should stop what you are doing and go to that guest within ten
                  seconds. Introduce yourself and offer
                    assistance: “Hi. My name is Mary. I work for The Mall at Fairfield
                  Commons. How may I help you?”


RESULT:           The guest will feel important and will be able to proceed with their visit.
                  You can then return to your conversation.


HOW TO ASSIST A DISSATISFIED GUEST

All employees at some point will come face to face with a difficult guest. The nature
of our job sometimes may require us to work with rude, frustrated, irate or confused
guests. However, at no time should interactions in these situations result in loud
verbal arguments.


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SIX STEPS FOR ENCOUNTERS WITH A DIFFICULT GUEST

1. LISTEN CALMLY

           The guest who is upset, needs time to vent. Do not interrupt as they let out
           their emotions. Just listen calmly and nod your head to show that you are
           paying attention and are concerned about their situation. Never walk away
           and NEVER retaliate. Anger is an emotion looking for someone or something
           to blame. The anger may appear to be directed at you, but you are just the
           receiver. Never take their frustration personally!

2. AVOID GETTING TRAPPED IN A NEGATIVE FILTER

           Friction between representatives and guests is often worsened by how the
           representative interprets the guest’s behavior. Once a label is pinned on a
           guest, it becomes a negative filter changing how we speak, listen and interact
           with the guest. When you come across a situation like this, focus on giving
           good service. Ask yourself what the guest needs and how you can provide it.

3. EXPRESS EMPATHY

           Do not confuse empathy with sympathy. Sympathy is when you over identify
           with the guests’ situation. Empathy, on the other hand, says only that you
           understand the situation. Phrases that you could use include the following:
               “I can see why you feel that way.”
               “I see what you mean.”
               “That must be very upsetting.”
               “I understand how frustrating this must be.”
               “I am sorry about this situation.”

Empathy means having to say, “I am sorry.” It does not imply anything was done
wrong, but that you are genuinely sorry that the guest has had a bad experience.

4. BEGIN ACTIVE PROBLEM SOLVING

           Ask questions of the guest to clarify the cause of their problem or situation.
           Mirror back to them your interpretation to ensure that you are in agreement.

5. MUTUALLY AGREE ON SOLUTION

           Do not promise what you may not be able to deliver. Offer the guest several
           options and then agree on the most appropriate decision.




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6. FOLLOW UP

           After the situation has passed, it is a good idea to follow up. You may need to
           look into fixing what caused the problem. Also, you may want to send a letter
           to the guest.

THINGS TO MAKE SURE YOU DO

          Have a positive attitude
          Be courteous and professional
          Practice promptness and responsiveness
          Be a good listener
          Get started with the facts
          Follow through
          Treat each problem or situation as unique
          Communicate and follow-up
          Solicit feedback
          Thank the guest and ask them to return

THINGS TO MAKE SURE YOU DO NOT DO

          Cringe at the sight of a guest
          Get angry
          Be short or curt
          Raise your voice
          Grind your teeth
          Talk in a negative tone
          Make faces
          Talk about guest

RECTIFYING SITUATIONS

As trained members of The Mall at Fairfield Commons team, everyone is capable of
rectifying a problem situation on their own. When you have an angry or disgruntled
guest, it is not necessary to have them speak to your manager or the Management
Office unless under extreme conditions or if it is a situation in which you feel
uncomfortable making a judgment call. Remember a complaint is an opportunity to
get valuable guest feedback.




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TEN GOOD SERVICE HABITS

1. FOLLOW THROUGH ON YOUR PROMISES

    Recognize that The Mall at Fairfield Commons offers superior and complete
    service and that it is your responsibility to fulfill all guests’ needs and surpass
    their service expectations.

2. GO THE EXTRA MILE

    If a guest asks for a store, don’t simply utter its location. Instead take a directory
    and show the guest the most direct way to get to that store. If possible, walk the
    guest to the store.

3. OFFER GUESTS AN OPTION

    If a guest is looking for a particular item, list a number of retailers as opposed to
    just naming one.

4. EXPRESS EMPATHY

    If a guest is upset about a situation, listen to what the guest has to say. Do not
    cut them off, interrupt them, nor act as if you do not have time for them. Show
    them you care and that you are apologetic, then offer a solution.

5. TREAT GUESTS AS THE MOST IMPORTANT PART OF YOUR JOB

    Guests are the most important part of The Mall at Fairfield Commons.
    Understand that listening and assisting the guest is every team member’s top
    priority.

6. TREAT YOUR CO-WORKERS AS GUESTS

    To create a pleasant work environment, it is important for team members to show
    mutual respect for one another.

7. GIVE THE GUEST YOUR NAME

    It is important to establish a relationship with your guest when appropriate.

8. SMILE

    A smile goes a long way towards making a guest feel welcome. It also will make
    you feel happy.




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9. SPEAK WITH INFLECTION

    In other words, do not speak in a monotone fashion or it will appear as if you are
    uninterested and unfriendly.

10. ALWAYS MAKE EYE CONTACT

    Eye contact shows the guests that you recognize them and that you are being
    attentive to them and their needs.

―SERVICE AT EVERY LEVEL‖ IDEALS
           Standard Service                          ―Service At Every Level‖

Answer the phone.                                 Answer the phone by the third ring.

Return calls.                                     Return all calls within 24 hours.

Speak clearly.                                    Speak clearly and in a pleasant tone.

Be attentive to the customer.                     Make eye contact and greet the
                                                  guest within ten seconds of their
                                                  approaching you.

Be empathetic with a dissatisfied                 Always apologize      if   a   guest   is
customer.                                         dissatisfied.

Take personal responsibility for helping          Always give the guest your name,
the customer.                                     title, store phone number.

Dress appropriately for work.                     Wear your uniform at all times, and
                                                  wear it with a smile!

Assist all customers that approach you.           Assist all guests within ten seconds.
                                                  Look for guests who appear to need
                                                  assistance without waiting for them
                                                  to approach you.

Answer questions.                                 Answer the guest’s question fully,
                                                  and then ask if you may be of further
                                                  assistance.

Give directions.                                  Give the guest a directory or write
                                                  down driving directions.



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THE REWARDS OF ―SERVICE AT EVERY LEVEL‖

HOW DOES IT FEEL?

Providing excellent service will make everyone feel good. Team members will go
home at the end of the workday knowing they did a great job and guests enjoyed
their Mall at Fairfield Commons visit and will return on another day. Each team
member plays a part in why The Mall at Fairfield Commons is “Service At Every
Level.”


            ―The reward of a job well done is
                    having done it.‖

    - Ralph Waldo Emerson




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   ―There is only one boss and whether a
person shines shoes for a living or heads up
  the biggest corporation in the world, the
 boss remains the same. It is the customer!
    The customer is the person who pays
 everyone’s salary and who decides whether
  a business is going to succeed or fail. In
 fact, the customer can fire everyone in the
company from the chairman on down and he
   can do it simply by spending his money
               somewhere else.

  Literally everything we do, every concept
 perceived, every technology developed and
associate employed, is directed with this one
   objective clearly in mind—pleasing the
                  customer.‖

                        Sam M. Walton




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