Operations
Consulting SOPs V2.1
Piercing Flow (6 Steps)
Jewelry Flow (6 Steps)
Cashier Process LOCKED
From “Quy trình thu ngân T8/2025” — standardized across all 4 locations.
QUY TRÌNH THANH TOÁN — Payment Flow 6 steps
B1 — Chào đón: Smile, greet at cashier counter.
B2 — Xác nhận: Retrieve numbered tray. Present products for customer verification. Confirm services selected.
B3 — Thông tin KH: Collect customer information for records.
B4 — Thanh toán: Accept cash / bank transfer (QR code) / card (POS machine). Announce total. Print receipt. Return change if applicable.
B5 — Bảo hành: Remind customer to keep receipt. Explain warranty policy. For piercing customers: guide through Services Agreement, then direct to piercing room. For jewelry-only: explain product care.
B6 — Tiễn khách: Thank customer. Direct to next service area or send off.
CHỐT HÒM GIAO CA — End-of-Shift Reconciliation Daily
1. Check revenue on POS software. Enter into daily report by category: cash, bank transfer, card.
2. Count physical cash — reconcile with software total.
3. Reconcile bank transfers received vs software.
4. Settle POS machine (password: 0000). Match card totals.
5. Handover any discrepancies/issues to next shift.
6. Write cash count slip → sign → photograph → post to Base channel.
Threshold for investigation: ≥35,000 VND discrepancy (over or under).
Problem Resolution Protocols LOCKED
From “XỬ LÝ VẤN ĐỀ PHÁT SINH” — escalation order: Leader → Supervisor → Staff.
Payment Errors Card/transfer failures
Card decline (POS took money but didn’t register): Apologize → guide customer to alternative payment → report to accounting for reconciliation. Max 2 business days to resolve.
Bank transfer not received: Screenshot customer’s transfer confirmation → verify manually → process order if confirmed.
Customer Complaints — Piercing Post-piercing issues
Receive info: Ask about piercer, current condition, specific complaint, timeline.
Resolution: Bring customer to piercer + nurse for direct examination. Identify root cause. Explain clearly and sincerely.
Tone: “An ủi, xin lỗi và động viên khách” — comfort, apologize, encourage. Never dismiss. If compensation needed → report to management with full details.
Customer Complaints — Product Jewelry defects/returns
Assess: Understand customer’s desired outcome (exchange, refund, replacement). Determine cause of defect (manufacturing, wear, misuse).
Resolution: Check purchase date and receipt. If within warranty and unused → exchange. If used/worn → explain sincerely, offer alternatives. Compensation cases → escalate with full documentation.
Authority Inspections Police/tax/market authority
Protocol: Ask purpose of inspection. Ask what documents are needed. Do NOT let inspectors access internal areas (cashier, storage, piercing rooms).
Defer: “Owner/manager is not present, we will contact you proactively.” Do not provide store information.
Escalate: Call Anh Huy immediately.
Emergency — Power Outage Operational continuity
Finish all in-progress piercing and medical check customers first. Investigate cause. Report to management for repair. Comfort waiting customers with clear communication.
6 Golden Standards LOCKED
The “6 Tiêu Chuẩn Vàng” — a key piece of social content that demonstrates COCKSTOCK’s operational philosophy. Uses emoji-anchored numbered lists, bold statements, a “myth → fear → reassurance” narrative arc, and closes with warmth.
1. Kim xỏ 1 lần nhập khẩu Mỹ — single-use US-imported Precision needles opened in front of customer
2. Thợ xỏ có chứng chỉ APP, được đào tạo an toàn dịch tễ — APP-certified piercers with epidemiology training
3. Tiệt trùng Statim 2000-E ở 124-135°C — dental-grade sterilization
4. Khử khuẩn không khí Philips UV-C — UV-C air disinfection
5. Đội ngũ y tế chuyên trách riêng — exclusive in-house medical team
6. Sàng lọc bệnh lý tại cửa — disease screening at intakeV0.3 Operational Values LOCKED
Applied toward: customers (deliver on promises, go beyond expectations), colleagues (mutual respect, knowledge sharing, team support), and partners (fair dealing, transparent communication). These are the HR/operational values from the 2023 onboarding deck — separate from but complementary to brand values.
Kids & Family Content Rules LOCKED
Do’s & Don’ts Master List LOCKED
This is designed as a living, growing list throughout the project. New rules are added as they are established.