Phone, Email, Social media... oh my!

Telephone Manner/Usage

At Fortify, telephone use is essential to conduct business with our customers. As a Fortify employee, you should extend every courtesy to our customers by conducting your conversations in a professional manner. Telephones should be answered by the second ring with the appropriate greeting.

Phones should be answered in a professional manner, displaying confidence and positivity. Your greeting should read “Good morning, afternoon or evening, this is Fortify Foods, Shop or Wellness”, Name (Hannah speaking) How may I help you!

If you don’t have the answer immediately, or it is a catering or event request, please take their name, number and as much detail as possible and let them know they will receive a call back before the end of the next day.

While you may need to make and/or receive important personal calls, consistent use of company phones for personal nature is a violation of the spirit of this privilege. Except for emergencies, all personal calls should be made during your scheduled rest and/or meal breaks.

No personal long-distance calls are permitted to be made with any company phones, including cellular phones. If this happens, you will be required to reimburse Fortify for any personal long-distance calls made.

Employees are not permitted to use personal cellular phones during their scheduled shifts. They should only be used during your scheduled rest and/or meal breaks. Unless your Team Leader/Supervisor instructs you otherwise, please keep your phones with your coat and bag, checking it only in case of an emergency.

Email Etiquette

When Fortify has sent you an email, or a guest or client has sent in a request for information, a response within 8 hours is required to indicate you have received said email and, at the very least, will reply as soon as possible. 24 hours is the expectation for a full detailed response to said email, unless otherwise agreed upon by management.

Internet Access

It is a complimentary service in which Fortify offers its guests free wifi when sitting in and enjoying the Fortify Food/Shop or Fortify Wellness environment. This is by no means meant for a Fortify employee to take advantage of company time and use the internet on the tablets, laptops, or personal phone devices to fulfill a personal advantage. When scheduled at Fortify, you are expected to go above and beyond within your department, seeking if any other department may need assistance, keeping in mind your post should not be at a deficit in doing so. Fortify will hold the right to monitor Internet access use when you are working on company time and company dollars.

**the wifi network that should be provided to guests is our GUEST network

Social Media

The use of social media has become a societal norm and a necessity when it comes to running a vibrant and up-to-date business. Please use discretion when posting on your personal social media platforms when it comes to your employment at Fortify, the services we offer, products we carry, and the food we so passionately put forth to our community. What may seem like a harmless comment, or an opinion you hold, may come across in the wrong light to a guest. If ever in doubt, please see management for what they believe acceptable to post about Fortify.

The Fortify co-founders know they are truly who they surround themselves with, so as much pressure as that may hold. Please bear this in mind while in the physical or digital work space.

Music

Music sets the tone in each of Fortify’s critical elements, and something we hold of great importance in keeping Fortify a calm, encouraging, and enlightening experience throughout. Fortify Wellness can feel intimidating during initial visits, so to put guests at ease, peaceful, relaxing, and encouraging music is what will play in the background at all times. Foods and Shop are naturally upbeat and interactive environments, and should hold a level of excitement in the organic conversations and suggestions that take place. With this in mind, the music must still reflect the professional space that all three elements hold together. Music will not have any offensive language including swear words, political views, racial or sexual slurs, or religious views. If ever in doubt of the music choice, please see management for approval.