THE PARTY
Standard Operating Procedure & FAQ
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INTRODUCTION
THE PLAY:
The Party is about creating an energetic, welcoming, and memorable Rally House experience through strong Guest interactions, coaching moments, and consistent service behaviors. Every interaction is an opportunity to create connection, build confidence, support the Guest journey, and bring the Rally House brand to life.
The Party Service Elements provide the foundation for how Team Members engage with Guests throughout the store experience. Whether welcoming a Guest through the front door, helping uncover product needs, recommending solutions, supporting fitting room experiences, or closing out a transaction, each interaction should feel engaging, attentive, and authentic.
The Party also focuses on development through repetition, coaching, and practice. Quick Skill Drills, roleplay activities, coaching conversations, and Party Deck resources help Team Members strengthen service behaviors in real-time while building confidence and adaptability across different Guest situations.
This playbook provides tools, coaching resources, and service expectations designed to help stores create a more connected, service-focused, and engaging environment for both Guests and Team Members.
IMPACT:
Strong service behaviors create stronger Guest experiences, stronger Team Member confidence, and stronger store culture. Consistent use of the Party Service Elements helps stores create a welcoming atmosphere where Guests feel acknowledged, supported, and excited to shop.
The Party supports:
- More engaging Guest interactions
- Increased Team Member confidence
- Stronger coaching consistency
- Better product recommendations and service conversations
- Improved awareness and adaptability
- Reinforcement of Rally House service culture across all areas of the store
Using Skill Drills, Party Deck activities, and coaching moments consistently helps transform service expectations into everyday habits through repetition, observation, and real-time feedback.
When done well:
- Guests feel welcomed quickly and genuinely
- Team Members communicate with confidence
- Service conversations feel natural instead of scripted
- Team Members adapt more effectively to different Guest personalities and shopping behaviors
- Leaders create stronger development and coaching opportunities
- Stores create a more energetic, engaging, and memorable shopping experience
ON FIELD TERMINOLOGY
- Party Service Elements: Rally House Guest experience model centered around Welcome, Connect, Detect, Recommend, and Delight.
- Welcome: Creating a strong first impression through awareness, acknowledgement, and approachability.
- Connect: Building conversation and understanding Guest needs through active engagement.
- Detect: Listening carefully and identifying opportunities, concerns, or additional Guest needs.
- Recommend: Using product knowledge and enthusiasm to suggest solutions and add value.
- Delight: Delivering accurate, timely, and memorable service experiences.
- Whole Body Hello: A Guest greeting that uses eye contact, posture, tone, and energy to create a welcoming first impression.
- Skill Drill: Quick coaching and roleplay activities designed to practice and reinforce service behaviors.
- Yealink: Store phone and walkie system used for Guest calls and Team Member communication.
PARTY DECK
THE PLAY:
The Party Deck is designed to create quick, engaging coaching moments that help build confidence, strengthen service behaviors, and reinforce the Party Service Elements through real-time practice and interaction.
These activities are intended to be fast paced, easy to facilitate, and simple to incorporate into daily routines. Whether used during shift kickoffs, downtime, huddles, or one-on-one coaching moments, the Party Deck helps bring service expectations to life through repetition, conversation, roleplay, and observation.
The goal is not scripted service. The goal is building awareness, confidence, adaptability, and natural Guest interaction skills that support a stronger Rally House experience.
The Party Deck focuses on helping Team Members:
- Build confidence in Guest interactions
- Strengthen awareness and observation skills
- Improve conversational engagement
- Practice product recommendations
- Develop adaptability in different Guest situations
- Reinforce the Party Service Elements through repetition and coaching
IMPACT:
Quick coaching moments create long-term service habits. Consistent use of the Party Deck helps stores create a more engaging, energetic, and service focused environment while giving leaders simple tools to coach in the moment.
The Party Deck supports:
- Increased Team Member confidence
- More natural Guest conversations
- Stronger product recommendations
- Better awareness and service consistency
- Improved coaching opportunities for MODs and Store Leaders
- Reinforcement of Rally House service culture across all shifts
When used consistently:
- Team Members become more comfortable interacting with Guests
- Service behaviors become more natural and consistent
- Coaching becomes more engaging and less formal
- Leaders gain quick opportunities to observe and develop behaviors
- Guests experience stronger Welcome, Connect, Detect, Recommend, and Delight interactions throughout the store
GAME PLAN
Party Service Element
The Party Service Elements create the foundation for how Team Members engage with Guests throughout the Rally House experience. These service behaviors help create stronger connections, uncover Guest needs, recommend meaningful solutions, and deliver memorable interactions across all areas of the store.
The Party Service Elements are designed to work together throughout the Guest journey:
- Welcome through energy, awareness, and strong first impressions
- Connect through natural conversation and engagement
- Detect through active listening and purposeful questions
- Recommend through thoughtful product solutions and suggestions
- Delight through attention to detail, follow through, and positive final interactions
Bingo Card
The Bingo Card is a fun and interactive activity designed to reinforce Party Service Element behaviors through real-time Guest interactions, coaching moments, LMS completion, and Team Member engagement. This printable can be used to recognize strong service behaviors, encourage participation, and create excitement around development and Party Ready expectations.
The images below include both the Bingo Card and Party Deck Card. Use the link below the images to open, print, and utilize the document. Ensure this document is printed double sided.
Suggested uses:
- Shift kickoffs
- Team contests
- Recognition activities
- Service reinforcement
- Coaching accountability
- Party Ready development tracking
Party Deck Skill Drills
Party Deck Skill Drills provide quick coaching and roleplay activities focused on Welcome, Delight, Connect, Detect, and Recommend behaviors. These printable drills are designed to help Team Members practice real Guest interaction scenarios while building confidence, awareness, adaptability, and conversational service skills.
The images below preview the Party Deck Skill Drills. Use the link below the images to open, print, and utilize the document. Ensure this document is printed double sided.
Suggested uses:
- Huddles
- MOD coaching moments
- New Team Member development
- Service refreshers
- Shift warm ups
- In-the-moment coaching opportunities
Connect or Detect: Match the Step
Match the Step is a fast-paced micro-drill designed to help Team Members identify the difference between Connect and Detect behaviors during Guest interactions. This activity reinforces awareness, observation, conversation flow, and understanding Guest needs through quick interactive coaching moments.
The image below previews Connect or Detect: Match the Step. Use the link below the image to open, print, and utilize the document.
Recommended drill time:
- 60 to 90 seconds
Suggested uses:
- Quick huddles
- Service refreshers
- MOD coaching opportunities
- Conversation skill development
- Reinforcing Party Service Elements
SKILL DRILLS
THE PLAY:
Skill Drills are designed to turn training into action through quick coaching moments, roleplay scenarios, observation exercises, and real-time feedback. These drills help Team Members practice the Party Service Elements in realistic Guest situations while building confidence, adaptability, and consistency across the store experience.
The goal of Skill Drills is to create simple, repeatable development opportunities that help Team Members strengthen their ability to Welcome, Connect, Detect, Recommend, and Delight in a natural and engaging way. These activities are intended to support coaching in the moment, reinforce LMS learning, and create stronger Guest interactions through repetition and practice.
IMPACT:
Consistent coaching creates stronger habits, more confident Team Members, and a more engaging Guest experience. Skill Drills give MODs and Store Leaders practical tools to reinforce service expectations while helping Team Members actively apply what they learned in training.
Skill Drills support:
- Increased Team Member confidence
- Stronger conversational service behaviors
- Better Guest awareness and adaptability
- More natural product recommendations
- Improved coaching consistency
- Reinforcement of the Party Service Elements across daily operations
When used consistently:
- Team Members become more comfortable adapting to different Guest types
- Coaching becomes more interactive and engaging
- Service behaviors feel more natural and less scripted
- Leaders gain better visibility into Team Member strengths and opportunities
- Guests experience stronger service consistency throughout the store
GAME PLAN
Welcome LMS Skill Drills 1 & 2
The Welcome LMS Skill Drills focus on creating strong first impressions through energy, awareness, body language, and overall Guest experience. These drills help Team Members practice delivering a confident Whole Body Hello while also building awareness around what Guests see, hear, and feel during their first moments inside the store.
The images below preview Welcome LMS Skill Drill 1: Whole Body Hello and Welcome LMS Skill Drill 2: Second Guest Snapshot. Use the link below the images to open, print, and utilize the documents during coaching and development opportunities.
Suggested focus areas:
- Greeting energy
- Open posture and eye contact
- First impressions
- Guest awareness
- Store energy and presentation
- Situational awareness
Delight LMS Skill Drills 1 & 2
The Delight LMS Skill Drills focus on creating accurate, engaging, and memorable checkout experiences through conversational service, gift solutions, attention to detail, and strong farewell energy. These drills help Team Members practice balancing speed, accuracy, and Guest engagement while reinforcing confidence during the final steps of the shopping experience.
The images below preview Delight LMS Skill Drill 1: Fan Farewell and Delight LMS Skill Drill 2: Wrap It Up. Use the link below the images to open, print, and utilize the documents during coaching and development opportunities.
Suggested focus areas:
- Checkout engagement
- Customer Capture
- Gift solutions
- Farewell energy
- Attention to detail
- Bagging and wrapping standards
- Accuracy under pressure
3 Steps of Service Skill Drills
The 3 Steps of Service Skill Drills focus on helping Team Members build confidence in Connect, Detect, and Recommend behaviors through roleplay scenarios, observation exercises, follow-up questioning, and product recommendations. These drills are designed to strengthen conversational service skills while helping Team Members adapt naturally to different Guest personalities, shopping behaviors, and product needs.
The images below preview the Connect, Detect, Recommend, and All-in-One 3 Steps of Service Skill Drills. Use the links below the images to open, print, and utilize the documents during coaching and development opportunities.
Suggested focus areas:
- Reading Guest behavior
- Natural conversation starters
- Open-ended questioning
- Active listening
- Detecting Guest needs
- Product recommendations
- Solution selling
- Adapting to different Guest personalities
- Building confidence in the 3 Steps of Service
SERVICE
THE PLAY:
Service happens in every interaction across the store, not just at the register or on the sales floor. Whether answering the phone, supporting a Guest in the fitting room, helping locate product, or resolving a concern, each interaction is an opportunity to deliver the Rally House experience.
The Party Service Elements create a consistent approach to how we support Guests through every step of their journey. By using Welcome, Connect, Detect, Recommend, and Delight in all forms of communication, our teams create an experience that feels personal, attentive, and memorable.
A Guest calling the store should feel the same energy and support as a Guest walking through the front door. A Guest needing help in the fitting room should receive the same attention and care as a Guest checking out at the register. Great service is not tied to a location in the building. It is built through awareness, communication, responsiveness, and follow through.
This playbook outlines the service expectations, communication standards, and operational behaviors that help create a consistent Guest experience across all areas of the store.
IMPACT:
Strong service creates stronger Guest loyalty, builds trust in the Rally House brand, and helps drive sales opportunities throughout the store. Guests remember when a team was attentive, knowledgeable, responsive, and easy to work with.
Using the Party Service Elements consistently helps teams:
- Create a more welcoming and engaging environment
- Improve Guest confidence and shopping experience
- Increase conversion opportunities through recommendations and product knowledge
- Resolve questions and concerns quickly
- Support smoother store operations and stronger team communication
- Create consistency across phone interactions, fitting rooms, and in-store experiences
When done well:
- Guests feel acknowledged quickly
- Team Members communicate with confidence
- Phone calls are answered professionally and returned promptly
- Fitting rooms remain clean, organized, and supportive to the shopping experience
- Guests receive proactive recommendations and solutions
- Stores create a stronger reputation for service and hospitality
GAME PLAN
Answering Customer Phone Calls
Every phone call is an opportunity to deliver the Rally House experience. Guests calling the store should receive the same energy, attentiveness, and support as a Guest shopping inside the building. The Party Service Elements apply to every phone interaction through strong greetings, active listening, problem solving, and follow through.
Phone Greeting Expectations
- During most of the year, answer the phone using:
- “Thank you for calling Rally House (store name), this is (your name), how can I help you?”
- During the Holiday season, answer the phone using:
- “Season’s Greetings from Rally House (store name), this is (your name), how can I help you”.
Returning a Guest Call
- When returning a voicemail, use:
- “Hello my name is (your name) with Rally House and I am returning the voicemail that you left.”
Hold Expectations
If additional information or support is needed:
- Ask the Guest: “May I place you on a brief hold?”
- Use the Hold feature when finding answers or clarification for the Guest.
- Never guess or assume answers to Guest questions.
Phone Service Standards
- ALWAYS keep your assigned phone on your person, in your apron.
- Answer calls promptly whenever possible.
- Smile while speaking with Guests on the phone.
- Listen carefully to the Guest’s needs and concerns.
- Use product knowledge and recommendations to support the conversation.
- Ensure the Guest does not need anything else before ending the call.
- Use the same service behaviors on the phone that would be used face-to-face with a Guest.
Why Phone Service Matters
Strong phone service supports:
- Guest satisfaction and faster problem resolution.
- Sales opportunities through product support and recommendations.
- A professional and reliable Rally House brand image.
- Stronger teamwork and store communication.
Voicemail Expectations & Follow Up
Voicemail follow up is an extension of the Rally House Guest experience. Prompt responses, ownership, and clear communication help ensure Guests feel supported even when a call is missed.
Voicemail Monitoring
- Voicemails should be checked every 15 minutes through the store e-mail.
- Voicemail notifications will come through from AT&T Office@Hand as a high importance e-mail if inbox rules are configured correctly.
- The Team Member responsible for monitoring voicemail should also handle the Guest callback whenever possible.
Returning Voicemails
When returning a voicemail:
- Introduce yourself and acknowledge the Guest’s voicemail.
- Listen carefully to the Guest’s concern or question.
- Continue supporting the Guest until the issue or request is resolved.
- Confirm the Guest does not need any additional assistance before ending the call.
Voicemail Ownership
- Delete voicemails after the Guest has been contacted and the issue has been addressed.
- This helps prevent duplicate follow up from other Team Members.
- Escalate questions or concerns to the MOD when support is needed.
Yealink Phones
Yealink phones serve as both the store phone system and the in-store walkie communication device used by Team Members.
Phone Assignment
- At the start of each shift, Team Members receive a labeled Yealink phone for their apron
- ALWAYS keep the assigned phone on your person while working
Understanding Ring Tones
Traditional Ring Tone
- A traditional ring tone indicates:
- An external Guest phone call
- Use the approved Rally House phone greeting when answering
Chirp Ring Tone
- A chirp ring tone indicates:
- An internal Team Member communication using the Intercom feature
- Use the directional button to select who you want to contact:
- Manager on Duty
- Party Host
- Register
Locking the Phone
When the phone is not in use:
- Lock the phone while it is in your apron
- Press and hold the pound sign to lock or unlock the keypad
End of Day Expectations
At close:
- Return phones to the correct labeled chargers
- Chargers are labeled to match the assigned phone
- Each phone can hold a charge for approximately 12 hours
Locating a Lost Phone
If a phone cannot be located:
- Use the paging key on the base station to page the missing phone
Customer Product Request
Guest product requests create opportunities to better understand local demand, support future sales, and improve the Guest shopping experience. When a Guest requests an item that is not currently carried, Team Members should ensure the request is properly submitted while also helping identify alternative solutions available in the store.
Product Request Expectations
- Complete the Customer/Product Request form for requested items not currently carried.
- The request form can be accessed through the NetSuite Dashboard.
- Submitted requests are reviewed by the Buying Team for consideration.
Supporting the Guest
- While completing the request, continue assisting the Guest with alternative options available in the store.
- Recommend similar items that may fulfill the Guest’s needs.
- Use product knowledge and engagement to continue the shopping experience positively.
Customer Holds
Customer Holds help support future purchases while ensuring merchandise remains organized, protected, and available for the intended Guest. Proper hold management also helps maintain inventory accuracy and strong Guest trust.
Hold Expectations
- Merchandise may be placed on hold for up to 2 days without MOD approval.
- All hold items must:
- Be placed in the designated hold area.
- Have a completed Customer Hold form attached.
- Be placed on hold through NetSuite.
- Hold merchandise should be organized alphabetically by the Guest’s last name.
Daily Hold Area Review
- One scheduled Team Member should review the hold area daily.
- Guests should be contacted if merchandise has remained on hold longer than 2 days.
- If the Guest no longer wishes to purchase the item, return it to the sales floor.
- An additional day extension may be provided if requested by the Guest.
Hold Protection Expectations
- Merchandise placed on hold may not be sold to another Guest during the approved hold period.
- If another Guest requests the item:
- The item may be shown.
- The Team Member must clearly communicate that the item is currently unavailable for purchase.
Team Member Hold Restrictions
- Team Members may not place items on hold for themselves or other employees.
Fitting Room Prep
The fitting room experience should feel clean, welcoming, organized, and secure for every Guest. Strong fitting room awareness and consistent recovery help support both Guest service and Loss Prevention expectations.
Fitting Room Expectations
- Fitting room, bathroom, and stockroom doors should remain closed and locked during business hours.
- Ensure doors fully close and relock after each Guest exits.
- If locks are broken or missing:
- Submit a Maintenance support case.
Fitting Room Coverage
- During high traffic periods, a Team Member should remain zoned near the fitting room area.
- A go-back rack should remain near the fitting room to support recovery and organization.
- The fitting room attendant is responsible for recovering unwanted merchandise from fitting rooms.
Guest & Merchandise Awareness
- Adults are assigned one fitting room per person.
- Young children may accompany parents in the same fitting room.
- Maintain awareness around:
- Strollers
- Bags
- Purses
- Diaper bags
- These items can create increased theft risk and should be monitored carefully.
Welcome to the Fitting Room
The fitting room experience is an extension of the Party Service Elements. Team Members should create a welcoming, attentive, and supportive environment that helps Guests feel comfortable while shopping and trying on merchandise.
Greeting the Guest
- Welcome the Guest to the fitting room area
- Let the Guest know you are checking for an available fitting room.
- Before opening any fitting room door:
- Knock loudly
- Ask if the fitting room is occupied
Fitting Room Item Limits
- Monitor all merchandise entering the fitting room.
- A maximum of 6 items may enter the fitting room at one time, including hardlines.
- Whenever possible:
- Hold hardline items near the register area.
- Use numbered rings to track item counts on the fitting room door.
Supporting the Guest
- Introduce yourself to the Guest entering the fitting room.
- Example:
- “My name is (associate name). I will be back to check on you in just a couple of minutes to see if you need any other items or sizes.”
- Periodically check on the Guest by knocking and offering additional support or sizing assistance.
Fitting Room Recovery
- When the Guest exits:
- Ask if all items worked out
- Offer additional sizes if needed
- Remove unwanted merchandise and hangers immediately.
- Wipe down and reset the fitting room for the next Guest.