A Handbook for StarPhoenix Carriers www.mypaperroute.ca

A Handbook for StarPhoenix Carriers
www.mypaperroute.ca
1-877-652-7827
Carrier Training Manual Revision 2.6
BEFORE YOUR FIRST DAY
The previous carrier’s name and phone number: _________________________________
1. Go with the previous carrier for training. They will be able to show you all of the houses you will be
delivering to as well as where your customers would like their paper delivered. Back door, front door
etc.
2. If the previous carrier has a canvass delivery bag that they no longer want, offer to buy it from them.
You do not have to purchase their bag if you do not want to.
ON YOUR FIRST DAY
1. You will receive a new route list. You will receive a new route list on the first delivery day of each
month.
2. All route lists will have been printed the previous day, so any information on your top sheet on your
first day will not show up on your route list. Make any changes to your route list that is needed.
3. Fill out your business cards with your name and phone number. Make sure you deliver 1 business card
to each customer on your first day. For the best results, staple your business card to the front page of
each paper. If you just put them inside of the paper, they may fall out or the customer may not see it.
4. A weather proof box where your papers will be dropped off each morning and where you can place
mail for pick up.
DAILY MORNING ROUTINE
Each morning you should get into the habit doing the following.
1. Count your paper before you begin delivery. This way you will know if you received the wrong
amount of papers, you can call me and we can look into it further.
2. Look for starts/stops immediately and make any changes to your route list. This way you will
always have an up to date route list.
Carrier Training Manual Revision 2.6
DELIVERING THE NEWSPAPER
Always follow your customer’s specific delivery instructions. These instructions may come to you on a
top sheet message or via a phone call from your customer. Be sure to keep off the grass and close the
gates.
The newspaper should always be left in a secure place, where it will not be blown away or get wet. Never
leave the newspaper out in the open, it must be secure.
As a newspaper carrier, people are your business.
Your Customers keep you in business – treat them with respect.
Your biggest concern is getting the newspaper to your customers on time, every time.
Each publishing day you will receive your allotment number of newspapers, known as a draw, delivered
in your weather proof drop box.
If there are any changes in your route or in your draw, you will receive information on your top sheet
explaining those changes.
When you receive a start, begin delivering a newspaper to the new customer immediately. If you receive
a stop, which means the customer no longer wants to take the newspaper.
The top sheet may also contain a message from me, so please check your top sheet carefully every day.
Along with your bundle of papers you may receive a note. Keep an eye out for invoices, carrier mail, etc.
There are three types of deliveries for the StarPhoenix:
1. Daily (six days per week) Monday – Saturday (DAILY)
2. Friday & Saturday (two days per week) (FRI/SAT)
3. Friday/Saturday and Monday (three days per week) (F/S/M)
Each customer is clearly identified as to his or her type of delivery on the top sheet and route list.
Carrier Training Manual Revision 2.6
DELIVERING THE NEWSPAPER
•
The correct way to deliver a newspaper:
a. In the mailbox
b. In between the inside door, and the screen door
c. If there isn’t a mailbox, or an outside screen door, then wedge the newspaper inbetween the door
knob and the doorjam
•
Incorrect ways to deliver the newspaper:
a. Do not just place the newspaper on the front step. The paper could blow away in the wind, or get
wet from the weather
b. Always make sure that you deliver to a secure, dry location, such as the examples above
Carrier Training Manual Revision 2.6
TOP SHEETS
Save your top sheets for at least one month.
TOTAL DRAW
DROP INFORMATION
406 109th St
ROUTE
65020
WRAP:
TRUCK
SPC 609
9
DROP SEQ PUBLISH DAY
1000 06/27/2006 Tue
CARRIER: 6502015
NAME: Daffy Duck
PHONE: (306) 999-9999
PRODUCT:
EDITION:
@@@@@
@@
@@
@@
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@@
@@
@@
@@@@@
@@@@
@@ @@
@@
@@@@
@@
@@
@@@@@@
The StarPhoenix
The StarPhoenix Final Editio
ROUTE
@@@@@
@@
@@
@@@@@@
@@
@@
@@
@@
@@@@@
****************
* KEY OF
32 *
****************
KEY BUNDLE SIZE
@@@@@@@
@@
@@@@@@
@@
@@
@@
@@
@@@@@
PREPAIDS:
COLLECT:
32
0
@@@@@
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@@
@@
@@
@@
@@
@@
@@
@@
@@
@@@@@
@@@@
@@ @@
@@
@@@@
@@
@@
@@@@@@
PAID COMP:
UNPAID COMP:
@@@@@
@@
@@
@@
@@
@@
@@
@@
@@
@@
@@
@@@@@
0
0
@@@@@
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@@
@@
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@@
@@
@@@@@
SAMPLES:
SERVICE:
0
0
@@@@
@@ @@
@@
@@@@
@@
@@
@@@@@@
TOTAL PAPERS:
32 =
32 KEY +
0 BUNDLES OF
50
MESSAGES:
SUBSCRIBER NAME/ADDRESS
--------------------------------------------------
START
Fred Flintstone
1234 Stone Road
Bedrock
(306) 999-9999
DAILY
Office Pay
ACCT:
259358 COPIES: 1
Move To New Address
New Start
SUBSCRIBER NAME/ADDRESS
--------------------------------------------------
STOP
Barney Rubble
1232 Stone Road
Bedrock
(306) 999-9999
06/27/2006
EXPIRE: 06/28/2006
TYPE/INSTRUCTIONS
DATE
------------------------------------------------------F/S/M
Office Pay
06/27/2006
ACCT:
259358 COPIES: 1 EXPIRE: 06/28/2006
PermStop an Active Subscriber
Customer will call to restart.
SUBSCRIBER NAME/ADDRESS
-------------------------------------------------Joe Rockhead
200 Rock Street
Bedrock
(306) 999-9999
TYPE/INSTRUCTIONS
DATE
-------------------------------------------------------
SERVICE NOTICE
TYPE/INSTRUCTIONS
DATE
------------------------------------------------------DAILY
Office Pay
06/27/2006
ACCT:
237581 COPIES: 1 EXPIRE: 09/13/2008
No Paper Delivered
Customer did not receive paper today.
Make sure they get a paper.
THINGS TO WATCH FOR:
Stop & Start for same address – #1 Verify the last name is the same and then disregard this information. We are reactivating a customer who was stopped
and then moving them and their past history to a new address.
Delivery Schedule – Make sure that you look to see if a new subscriber is Daily, F/S/M or Fri/Sat.
Carrier Training Manual Revision 2.6
DEPOSIT ON A CANVASS DELIVERY BAG
Double Bag $10.00
Single Bag $6.00
A deposit on the delivery bag will be deducted from your first cheque. When the bags are returned and in
good shape when you decide to quit, you will receive your deposit.
24 HOUR ACCIDENT INSURANCE
1 Youth Carrier
$1.75 per month
Covers one carrier up to $140 in monthly earnings
2 Youth Carriers
$3.50 per month
Covers two carriers up to $140 in monthly earnings
1 Adult Carrier
$6.15 per month
Covers one carrier up to $360 in monthly earnings
2 Adult Carriers
$12.30 per month
Covers two carriers up to $360 in monthly earnings
½ PRICE NEWSPAPER FOR CARRIERS
The current carrier rate is $12.00 per month.
Carrier Training Manual Revision 2.6
COMPLAINTS
Complaints will be shown on your top sheet, and will have a title of Service Notice.
1. Complaints will now be entered into the computer for every complaint. Even if it’s not your fault.
(Press down, bad highways, etc)
2. Complaints that are not your fault will not go on your record, so please don’t worry about them.
3. Complaints that are your fault will need to be resolved within 48 hours.
4. To resolve a complaint, you must follow these 2 steps:
a. Call the customer to explain what happened, and what you will be doing to fix the problem.
b. Call myself to let me know what happened, and what the customer said when you called
them.
5. If all of the steps have been taken within 48 hours, then the complaint will not go on your record. It
will be deleted like it never happened.
To be very honest, our district gets very few complaints as you all do an excellent job! I am very proud of
all of you as our area has one of the fewest rates of complaints in the province.
HOW TO AVOID COMPLAINTS
1. Provide your customers with the best possible service.
2. Count your papers each day before you head out.
3. Keep your route list current by adding any new information that you have received from your top
sheets. You will receive a new route list on the 1st day of each month.
4. Send in subscriber’s payments into the office ASAP.
5. Train your substitutes well.
6. Always deliver the paper where your customers want it.
7. Deliver your papers on time.
8. Don’t walk across the lawn.
Train your customers to call you with their service needs.
Communicate the importance of calling you.
Carrier Training Manual Revision 2.6
NON PUBLISHING HOLIDAYS 2012 - 2013
Labour Day
Thanksgiving Day
Remembrance Day
Christmas Day
New Years Day
Family Day
Good Friday
Victoria Day
Canada Day
Saskatchewan Day
Monday, September 3rd
Monday, October 8th
Monday, November 12th
Tuesday, December 25th
Tuesday, January 1st
Monday, February 18th
Friday, March 29th
Monday, May 20th
Monday, July 1st
Monday, August 5th
Carrier Training Manual Revision 2.6
WHILE CUSTOMERS ARE AWAY
When your customers go away, they rely on you to stop and start their paper on the proper dates. Make sure to call
the office to ensure your draw is adjusted. Confirmation off all stops and starts are posted to your top sheet. Please
inform me if this fails to happen so it can be rectified immediately.
Never let more than three newspapers or supplements pile up at a customer’s door at one time. If they do, pick
them up, stop delivery, and notify me. You must also leave a note for the customer explaining what happened and to
call you when they get home to resume delivery.
This is a very special and important part of your job and a big service to your customers and community. It protects
your customers’ homes from burglars – a pile of newspapers is an open invitation telling burglars there is no one at
home. It also might be a signal that something is wrong at the house.
Vacation Pacs (VacPacs) are another service for customers on vacation, and a way of helping you maintain your
route profits. If your customer wants his newspaper saved while he’s away, save them and deliver them in a
bundle when he returns. That way you won’t lose a customer and your customer doesn’t miss any news
A GOOD SUBSTITUTE
Are you sick and need to stay in bed? Or perhaps you’re planning holidays?
No matter what the reason, it is your responsibility to have a reliable substitute(s) trained and ready to take over
your route if you cannot be there.
Substitute(s) should:
• Have a bag and current route list
• Know when and where papers arrive each day
• Know where to deliver all of the newspapers
• Know the delivery deadlines
• Know how to handle starts, stops and complaints
• Know how to contact me if a problem develops
REMEMBER: You are 100% responsible for everything that happens on your route while you are on
vacation or ill.
If you are going to have a substitute on your route(s), make sure to notify me by calling in the substitute
information.
Always let your customer know if you are going to be away from your route and who your replacement will be. If it
is a member of your household it is not necessary to notify the customer as they have the number to call for
problems.
Carrier Training Manual Revision 2.6
VIEW/PRINT ROUTE LIST ON THE INTERNET
We are now able to view and print our route lists online. The route lists will be updated every day, so
when you view or print your route lists online, they will always be up to date. Anytime you need an
updated list, just go online and print one off. You can do it every day if you wish.
Go to www.mypaperroute.ca and click on view/print route list either on the main page or under carrier
services. You will need a password.
The password = list2011
Instructions To View/Print Your Route List
1. Click on the
binocular icon to find your specific route list.
2. Type in your 5 digit route number.
3. Your route list will now be displayed on your computer screen.
print icon.
4. If you want to print your route list, click on the
5. When you print your route list, ensure you select the “Current Page” option under Print Range.
Do not select “All”. This will cause you to print all route lists, which would be about 1600 pages.
Certainly would be a waste of paper! We only want to print off 1 route list, so follow the
instructions carefully. See below:
If you are having trouble, please call me during office hours for help. 1-877-652-7827
Carrier Training Manual Revision 2.6
PROFIT STRUCTURE
You are in business for yourself. Always run your business, don’t let it run you.
As an independent contractor, you are purchasing newspapers from Northern Lights Holdings Inc. and
selling them to your customer. Northern Lights News Media Distribution will supply you with your daily
newspapers at a wholesale cost. You in essence are selling those same newspapers to your customers at a
retail price. The difference from your wholesale per-copy cost to your customer’s retail price is your
profit. All customer office pay copies will be credited to the respective route’s invoice.
The more customers you have, the more profit you earn.
PROFIT
StarPhoenix
-
Daily @ 18 cents/copy
-
Fri/Sat + F/S/M @ 20.5 cents/copy
(Base Profit)
_________
Copies daily X 18 cents X 25 days
= ________________
(Weekend Papers)
_________ Copies Fri/Sat X 20.5 cents X ___days = ________________
TOTAL = ________________
Sales Commissions - $5.00 Per Valid Paid Start (Minimum 1 Month)
Carrier Training Manual Revision 2.6
SAMPLE INVOICE
PAGE:
NORTHERN LIGHTS HOLDING INC.
Box 294
Melfort SK S0E 1A0
(306) 752-4586
INVOICE DATE:
INVOICE NO. :
BILLING TERMS:
BALANCE DUE:
Daffy Duck
123 Scrooge Lane
Wakaw SK S0K 4P0
1
05/31/06
2160236
CARRIER
ROUTE
DISTRICT
TRUCK
SEQUENCE
:
:
:
:
:
$182.811731551
17315
SPR 101D
SPR 101D
35
-------------------------------------------------------------------------------04/30/06 BALANCE FORWARD
167.35BONUSES FOR ROUTE: 17315
SUN
MON
TUE
WED
THU
FRI
SAT
04/30/06
$0.00
$0.00
$0.00
$0.00
$0.00
$0.66$0.4405/07/06
$0.00
$0.00
$0.00
$0.00
$0.00
$0.66$0.4405/14/06
$0.00
$0.00
$0.00
$0.00
$0.00
$0.69$0.4505/21/06
$0.00
$0.00
$0.00
$0.00
$0.00
$0.86$0.65StarPhoenix Insert Weight Cr.
4.85DRAW CHARGES FOR ROUTE: 17315 - DAILY
SUN
MON
TUE
WED
THU
FRI
SAT
04/30/06
43
43
43
43
43
43
05/07/06
43
43
43
43
43
43
05/14/06
43
43
44
45
45
44
05/21/06
42
42
42
42
42
05/28/06
42
44
45
1121 SP Daily R1/R2 Office Pay Cr
@
.636300713.291121 SP Daily R1/R2 Office Paid Chg @
.476300
533.93
Subtotal Draw Charges:
$533.93
Subtotal Draw Credits:
$713.29
DRAW CHARGES FOR ROUTE: 17315 - DLY CARR
SUN
MON
TUE
WED
THU
FRI
SAT
04/30/06
1
1
1
1
1
1
05/07/06
1
1
1
1
1
1
05/14/06
1
1
1
1
1
1
05/21/06
1
1
1
1
1
05/28/06
1
1
1
26 SP Dly Carr R1/R2 Off Pay Cr
@
.3170008.2426 SP Dly Carr R1/R2 Off Pay Chg @
.316900
8.24
Subtotal Draw Charges:
$8.24
Subtotal Draw Credits:
$8.24
MISCELLANEOUS CHARGES AND CREDITS
05/03/06 Clear Credit Balance
167.35
05/31/06 Insurance 1 Youth Carrier
1.40
05/31/06 G.S.T Debit
.00
Subtotal: $168.75
BALANCE DUE
182.81-
Carrier Training Manual Revision 2.6
$10.00 REFER A FRIEND
If any of your friends are interested in a paper route, just have them fill out an application form. Put it in an
envelope and leave it for the driver to pick up. They can also go to www.mypaperroute.ca and fill out an application
online. If I hire them, then you will receive a $10 bonus!
PROBLEMS THAT MAY ARISE
•
•
•
During inclement weather or delivery truck breakdown, your newspapers may not arrive at your house on
time. If this happens, you should:
Call the office for more information. If I am aware of the problem, I will put a message on
my voice mail.
You may want to leave a message on your own voice mail letting your subscribers know
that their paper will be late.
If your papers don’t arrive by 7:15 AM, then you have the option to deliver your papers
after school by 5 PM.
You must call me to let me know that your papers will not be delivered till after school.
If the temperature outside is -35° C or colder, with or without the wind-chill, then you have the option to
deliver your newspapers after school by 5 PM.
You must call me to let me know that your papers will not be delivered till after school.
If an emergency happens, and you are unable to deliver your newspapers:
• Call your substitute and have them deliver.
• Call the office to let me know what’s going on.
Carrier Training Manual Revision 2.6
Carrier:
Route numbers(s):
____________________
____________________
MY CONTACT INFORMATION
8 AM to 4:00 PM Mon-Fri
Saturday and Sundays, leave a message
Tony Marshall
Box 294 Melfort SK, S0E 1A0
1-877-652-STAR (7827)
Fax: 1-888-748-8885
[email protected]
www.mypaperroute.ca
CALLING INTO THE OFFICE
When calling into the office, make sure that you have your route list in front of you. When you are calling
in a new start, or a stop, you must have the following information:
1.
2.
3.
4.
5.
Your name and route number
The subscribers name
The subscribers street address
The subscribers account number
When the subscriber would like to stop or start and a restart date
If you get my answering machine, just leave the above information in a message. If you have a question,
just leave your name and phone number and I will call you back.
Carrier Training Manual Revision 2.6