Mall Operations Tips

The following antique mall, craft mall and design center operations tips are from articles we've previously written and published. This, however, is the first that they have all been published together. Software Gallery hopes that you'll find the information useful and timely. Here are the titles of the operations tips that are published below: Introduction Air Conditioning Mall Security Making Your Mall Customer Friendly Introduction Electrical Energy Mall Safety Mall Cost Control Making Your Mall Lawsuit Resistant

Lets set the stage for future tips by talking antique malls and the operating costs associated with them. Yes, I know, your dealers, and the public too, think you are making a mint from renting space to them. Even if you are, your operating costs are still important. By controlling them you can do other, much more productive things with the money you save. Mall operating costs In many ways, although unique in some respects, antique malls are like other, more classic, retail sales operations. Although some antique malls have a significant component of wholesale or dealer oriented business, the sales model and physical facility more closely represents a retail sales business. As such, the costs associated with the operation of an antique mall may,depending upon circumstances be characterized as: Real estate related: rent, mortgage, taxes and maintenance, etc. Labor: clerks, accounting, and janitorial, etc. Operating: electricity, gas, water, sewage, snow removal,air conditioning, heating, window washing, supplies,security, insurance, licenses, etc. Advertising: print media, radio, TV, special promotions, fliers, brochures, etc. Management: manager, assistant manager Most, if not all of these costs are necessary. However, close control of them directly affects your profits. Some offer more opportunity for control than others, depending upon your location and the way you operate your mall. Remember,however, that any savings, no matter how small adds up to greater profit. I'll talk next month about practical ways to reduce your energy costs.

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Electrical Energy
Have you looked at your electric bill recently ? Quite a shock isn't it ? Aside from air conditioning in antique malls, most electricity is consumed as lighting. As we all know, lighting is essential for displaying goods and for public safety. A light bulb is a resistive load so a 100 watt light bulb generates light and approximately 314 Btu/hour of heat. Count the light bulbs and fluorescent fixtures in your antique mall and record their wattages. Multiply each watt by 3.14 Btu/hour to determine the amount of heat they release. The amount of heat they generate, and expensive heat it is, can result in the need to use air conditioning in the cooler seasons of the year and in the winter. In the summer, the air conditioning load in your mall is substantially greater because of the heat load added by lighting. You, as the mall owner, are paying double. First, you pay for the electricity consumed for lighting. Then you pay for the electricity to run the air conditioning required to remove the heat you just paid for. A single 100 watt light bulb, on for eight hours per day, five days per week for 52 weeks per year at 8 cents per kilowatt hour for electricity, results in a cost of $16.64 per year. If there are five 100 watt light bulbs in one dealer's booth and there are 100 booths in your mall, the annual cost is $8320 per year. That isn't small change! Sure, its tempting to turn off all the lights and work in the dark. That's silly, of course, so what do we do to be practical about saving money? Where possible use lower wattage bulbs in dealer displays. Such bulbs are frequently as, or even more, effective than higher wattage bulbs. When you relamp your fluorescent fixtures use lower wattage, high efficiency lamps. Where possible switch from incandescent bulbs to compact, high efficiency fluorescent bulbs. They are more expensive initially but offer great energy savings and last far longer than incandescent bulbs. Some power companies will help with relamping costs because it stretches their generating capacity. There may also be tax incentives available for relamping. Reevaluate your lighting needs. There may be areas in which you have too much light for the tasks being illuminated. Use as much natural lighting as possible. It's free and in the winter it can help heat your building. Yes, its true that in the winter lighting can help to heat your building. Compared to gas or oil, however, it is very expensive heat. In the summer all that additional heat from lighting loads gets really expensive. Systematically reducing lighting electrical loads makes terrific sense. Its great for you financially and its great for the environment. So go to it !! >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

Air Conditioning
Air conditioning is the removal of heat, water vapor and contaminants from air which is to be circulated through an occupied space. A relatively recent development with respect to cooling and conditioning spaces occupied by people, air conditioning came into common use only after WWII when non toxic refrigerants became available. Oddly, these are the very same refrigerants which are now banned in the US because they are thought to damage atmospheric ozone. Air conditioning is highly beneficial, in a commercial sense, for many reasons. It enables people to shop and work in spaces which would otherwise be too hot and humid during large parts of the year. Further, air conditioning reduces damage to structures and their contents from excessive humidity and other contaminants. An air conditioning unit consists of a compressor, evaporator, filter and a method of moving the air. Most are driven by electricity and are typically either centralized or window units. Although very beneficial in meeting the comfort demands of customers and workers alike, air conditioning does represent a significant expense. The expense is not only in first cost, i.e., the cost of acquisition and installation, it is also in operating costs. Let me warn you as a highly experienced professional engineer. It does not pay to buy and install used air conditioning equipment. It is difficult to obtain parts for old units, they are grossly inefficient and they typically use banned refrigerants so they should be avoided. In the summer, the air conditioning load in your mall is substantially greater because of the heat load added by lighting. The amount of heat lighting generates, and expensive heat it is, can result in the need to use air conditioning in the cooler seasons of the year and in the winter. You, as the mall owner, are paying double. First, you pay for the electricity consumed for lighting. Then you pay for the electricity to run the air conditioning required to remove the heat you just paid for. That really doesn't make sense does it ? There are numerous low cost things that you can do to reduce your air conditioning costs and yet maintain a comfortable sales environment. o Follow the operating instructions and guidelines provided by the installer, manufacturer or power company. o Have the air conditioning unit professionally maintained according to the manufacturer's instructions. It will pay big dividends in operating costs and reliability. o Check the air filters regularly and replace them according to schedule. Filters are cheap when compared to the costs which are incurred when they are dirty. o Make sure that the areas around the condenser units are kept clear so there's no interference with cooling air flows. o Buy a really good (talk to your air conditioning contractor) programmable controller(s) for your system and learn to use it effectively including night time setbacks and early morning startup. o Set the controller(s) for maximum efficiency and put a lockable cover on it to keep prying fingers away. Demand charges cost

really big money and are very easy to create. o Keep all heat sources away from the controller so it senses true room air temperature and not an artificial load brought about by a nearby electric light bulb. o Limit the wattage dealers may use in lamps and other fixtures in their booths. It not only saves the energy required to light the bulbs but also the air conditioning energy required to remove the energy you just paid for in the first place. This is also a significant fire safety issue associated with higher wattage bulbs. o Use energy efficient sales space lighting and limit the amount of lighting to that which is actually needed. o Be aware of power consuming appliances such as coffee makers. They not only consume large amounts of expensive electricity but also add substantially to the heat and water vapor load within the air conditioned space. o Use weather stripping and air locks to reduce the infiltration of hot, moisture laden air into the conditioned space. o Install insulation to minimize heat transfer from outside. o Observe where sunlight enters the conditioned space through unprotected windows during the cooling season. The amount of heat added by solar gain is considerable; heat which has to be extracted by the air conditioning system. These areas are well worth examining, and correcting if found deficient, because they can lead to significant cost savings. These are cost savings which go directly to your bottom line. >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

Heating Your Mall

It isn't at all too soon to be thinking about the upcoming heating season and how to reduce your heating costs. In many parts of the country, heating costs are a major expense and directly affect the profitability of your mall. Heat, for many malls is, in a commercial sense, an absolute necessity. It enables people to shop and work in spaces which would otherwise be too cold and uncomfortable during significant parts of the year. Although very beneficial in meeting the comfort demands of customers and workers alike, heating does represent a significant expense. The expense is not only in first cost, i.e, the cost of aquisition and installation of equipment, it is also in operating costs. It does not pay to buy and install used heating equipment. It is difficult to obtain parts for old units and they are very inefficient. Fuels used for providing heat can include fuel oil, gas (both natural gas and propane), and electric as well as hybrid systems such as geothermal ground source or heat pumps. The heat can be delivered to the occupied space by warm air, hot water radiation, steam radiators, radient sources including in floor and gas fired systems. The choice of fuels and delivery system are governed by economics, local availability and structural limitations. In the heating season, the heat added by lighting helps somewhat to reduce the amount of heat required. However, the heat added by lighting is very expensive. Therefore, it is usually far cheaper

to keep tight control of your lighting budget and provide heat with other energy sources. There are numerous low cost things that you can do to reduce your heating costs and yet maintain a comfortable sales environment. Follow the operating instructions and guidlines provided by the installer and manufacturer. Have the heating unit professionally maintained according to the manufacturer's instructions. It will pay big dividends in operating costs and reliability. Check all filters regularly and replace them according to schedule. Filters are cheap when compared to the costs which are incurred when they are dirty. Make sure that the areas around the return air vents or radiators are kept clear so there's no interference with heating air flows. Buy a really good (talk to your heating contractor) programmable controller(s) for your system and learn to use it effectively including night time setbacks and early morning startup. Set the controller(s) for maximum efficiency and put a lockable cover on it to keep prying fingers away. Keep all heat sources away from the controller so it senses true room air temperature and not an artificial load brought about by a nearby electric light bulb. Limit the wattage dealers may use in lamps and other fixtures in their booths. This saves the energy required to light the bulbs and moderates the fire safety issue associated with higher wattage bulbs. Use energy efficient sales space lighting and limit the amount of lighting to that which is actually needed. If possible, provide for humidification of the air within the heated space. Its beneficial to people and helps prevent the shrinkage of wood and other materials. Use weather stripping and caulking to reduce the infiltration of cold air into the heated space. Install insulation to minimize heat transfer from inside to outside. Observe where sunlight enters the heated space through windows during the heating season. The amount of heat added by solar gain is considerable and it is free. Consider modernizing, upgrading or replacing your heating facility with high efficiency equipment. In colder climates the payback can be remarkably fast. Do not leave a direct path from the heated space to the outside. Air locks, indirect entryways and indirect access to loading docks will help prevent the loss of heated air to the outside. These areas are well worth examining and correcting if found deficient because they can lead to significant cost savings. These are cost savings which go directly to your bottom line. David Cunningham, P.E. is an HVAC engineer with commercial and industrial design, construction and operation experience. >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

Mall Safety

One of the often neglected but extremely important aspects of antique center operation is safety. Seemingly boring and apparently inconsequential, the issue of safety can have significant ramifications with respect to the physical and financial well being of customers, dealers and management alike. Aside from the unpleasantness associated with personal injury or death and/or damage or destruction of property, there is the ever present threat of litigation, criminal prosecution or regulatory citation. Additionally, being safe is simply the right thing to do. It is far cheaper financially and much less stressful to take care of safety issues before something happens than to attempt to recover from an incident or disaster. The phases of dealing with safety issues are assessment, recognition, mitigation plan development, actual mitigation, and follow-up. What are the Hazards ? Antique centers or malls are unique in their exposure to safety issues. Buildings housing antique malls are frequently old and were built prior to the enactment of building codes. Dealers bring a virtually limitless variety of "old stuff" into antique malls, some of which can present unusual, unrecognized hazards to all involved. Virtually all of the materials or products which present such hazards were manufactured at a time when labeling was nonexistent and there were no controls upon what could be distributed in commerce. Some, but by no means all, of the hazards which can be encountered are presented. Many are capable of causing serious injury or death. The complexity of your safety project has its roots in the specific details of the nature of the operation, size, age and dealer make up your mall. You should first explain to your dealers what you are going to do and why. Enlist their cooperation and give them an opportunity to assist you. Develop and provide a safety/hazards recognition check off sheet and tell your dealers what to look for. Coincident with the dealers reviewing the safety status of their own selling spaces, you and your management team should review the safety/hazards status of the spaces for which you are solely responsible. After giving your dealers a reasonable time to respond to your request for their cooperation, you and your management team, should address your dealers' remaining problems with them. IMPORTANT NOTE: Should you or your dealers discover any materials known to be immediately and highly dangerous, DO NOT attempt to deal with them yourself or allow a dealer to attempt to deal with them !! Such situations require an extraordinarily high level of training, skill, experience and equipment. They MUST be dealt with by proper civilian and/or military authorities. Hazards such as military ordinance, i.e. unexpended munitions such as mortar rounds, grenades, gas canisters and similar materials can readily be found in antique malls and fall into this category. Examples of other objects or materials which fall into this category include picric acid and gun cotton. Picric acid is

frequently found in very pretty blue glass jars with ornate labels. These jars are leftovers from early chemistry laboratories. The picric acid they contain is notorious unstable, can explode with great violence and with deadly results simply as a result of being bumped or disturbed. Call your local police department, sheriff or fire department for assistance. above all DO NOT try to do it yourself. Hazards such as ordinary chemicals, insecticides, fungicides, biohazards, and highly combustible materials such as solvents and old movie film (which can spontaneously combust) should be dealt with promptly but should not be considered an emergency. Any material which is regulated by national, state or local statute MUST be handled and disposed of in accordance with appropriate regulations. Call your local Fire Marshall or Solid Waste Agency for assistance. Although somewhat less immediate in priority, many of the remaining hazards do require prompt and decisive attention. The difference is that these are things you can do yourself or have done by a local contractor. Physical hazards such as loose rugs and carpets, low overheads, poor quality ladders, snow removal issues, loading docks, elevators, poorly marked exits, poorly lighted stair ways and aisles and edged weapons are rather obvious upon astute observation. All can be corrected or marked in accordance with applicable regulations. Some electrical hazards can be observed by a competent observer. Others such as circuit overloads, poor interior wiring and overloaded distribution boxes require the assistance of a highly competent electrician. Those easily observed and correctable electrical hazards include, dealer use of zip cords and overloaded extension cords, high wattage lamps placed near combustible materials or used in non compliant fixtures, or the use of halogen lamps in any dealer supplied fixtures within several feet of combustible materials. Make sure that you have enough portable fire extinguishers of the correct type for your mall and that your fuel fired heating system is in tip top shape. Similarly, check all of your smoke detectors and CO monitors, that the batteries are fresh and that they are in optimal operating condition. Firearms and firearm safety are a special case. In addition to presenting a very difficult series of regulatory issues, firearms can present special dangers and liabilities. If you decide to permit firearms regulated under current national, state or local law to be sold in your mall, you have a special obligation to protect yourself, your dealers and the public. Consult YOUR ATTORNEY for guidance. By permitting firearms to be sold you may be incurring liabilities which may prove to be unacceptable to you. All modern firearms and antique firearms using cartridges must be checked for the presence of ammunition and verified as being unloaded. All antique firearms, as defined by applicable regulation, must be checked to verify the absence of powder charges and balls in the barrel and the absence of a fireable cap or powder in the pan. Charges and balls in barrels of muzzle loading weapons are a frequently found hazard and can present a very serious threat to shooters and by standers.

Once you have established you safety program and carried it out, it is singularly important to follow up and make sure that it is enforced. Make sure that your dealer contact containg your rules and that they are enforced. Again, TALK TO YOUR ATTORNEY. It is far cheaper now than later. DO NOT allow sloppy dealer housekeeping !! By doing so YOU are allowing them to put you into a very vulnerable and almost indefensible legal position. Let the experts help you with your safety program. Talk to your insurer ! They may be able to assist you with your loss prevention issues. Also consider talking to your local fire department. They also may be able to assist you. There is usually plenty of good competent help available; the challenge is finding and using it. >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

Mall Security
There are many areas of antique mall security. Among them are outright theft of merchandise (shoplifting), fire concerns, burglary, armed robbery, and bad checks. Security is best accomplished by removing the opportunity for an aberrant event or making an undesirable outcome more difficult. Dishonest individuals are much more likely to pass up your mall if it is apparent that it is a difficult target or there is likelihood of being identified and apprehended. Of course, you don't want to adversely affect your relationship with the majority of honest customers who come into your mall. Therefore, your security arrangements should be apparent but transparent; obvious but not heavy handed. It would certainly be nice if everyone was honest. But, it has never been that way and probably never will. Someone will always want to acquire what isn't theirs, either because it has value or it is something they want. So, anyone who has something that someone else wants is at risk of losing it to theft. Theft One of the major issues associated with antique mall security is theft. Because the stuff that your dealers bring into your antique mall has value to someone else, you have an obligation to at least help protect it. Frequently enough, dealers don't help themselves but you still have to try. Admittedly too, the merchandise some "dealers" bring in to sell, as evidenced by the fact that it does not sell and no one will steal it, has neither value nor desirability. That, however, is a topic for another time. Theft or "shrinkage" is a potentially serious antique mall problem. In the long run antique mall theft hurts everyone, your dealers and you too. Although complete elimination of theft is not likely to be achieved, you do have an obligation to try to minimize it.

There is no secret or "magic bullet" to controlling antique mall theft. Success in controlling theft is the result of many well executed strategies, each of which contributes to the overall effect. The reason many different strategies are required is because there are many different ways in which theft can be accomplished. Some of the more obvious ways in which theft occurs are : shoplifting dealer theft from other dealers organized diversions tag switching existence of alternate non-secure exits existence of "blind" areas Shoplifting is accomplished, of course, by concealing merchandise and then leaving without paying for it. There are specialized tagging and detection systems which are very effective in detecting the concealment of merchandise. The limitations on this system are the capital investment required and the limited number of items which can economically protected. Obviously, if you regularly sell high ticket items, and you pass along at least part of the cost of protecting them, tagging systems are an excellent way to go. On the other hand, if most of what you sell is less expensive, there are other methods which help to minimize shoplifting. No large purses or bags should be allowed in the sales area. They are best restricted to a package shelf or better yet the owner's vehicle. Floor walkers, with case keys, should actually be walking the floor within an assigned area rather than coffee clatching, sitting on their duffs, reading or peddling their own merchandise. Video cameras, strategically placed, with stop motion recorders are a great deterrent. It should be obvious that they are there and the tapes should be periodically reviewed. Thieves are not deterred by empty camera bodies which are laughable. Cases in which high value merchandise is displayed should be located in an area which is under constant observation and should have special high security locking systems. Always prosecute those caught shoplifting. When the word gets around that you do fewre attempts will be made. Interdealer theft, as repulsive as it is, is a reality. Ideally, all merchandise taken from your mall by exhibiting dealers should pass through an inspection area prior to being allowed to leave the premises. All "empty" boxes should likewise be checked for merchandise. Beware of diversion tactics. Diversions, involving two or more individuals, are designed to create confusion in a particular area while theft occurs in another. When an usual incident occurs, only those personnel directly needed should respond. All cases, cash drawers and sensitive areas should be secured and all personnel not directly involved in the incident placed on heightened alert. Tag switching is a perennial antique mall issue. Your tagging specifications should take this issue into consideration by requiring at least a minimum description of the merchandise, the price and a stock code. Security tags which break up when

removed are also effective. In any case, the goal is to make tag switching either difficult or ineffective. To make your efforts effective you will need to educate your dealers to overcome their tendency toward laziness and complacency. Alternate non-secure exits from your mall are an open invitation to trouble and can seriously compromise your security. Loading doors should be closed at all times when not in use and locked or barred. Obviously, you can't chain or otherwise block access to emergency exits which are required to be equipped with panic hardware in accordance with life safety codes. These doors can, however, be closed. Ideally, any time loading doors are opened they should be supervised by a responsible party. "Blind" areas, that is, those areas which are not open to visual observation, are an open invitation to theft. If it is not possible to open the area to visual observation, there should at least be a video camera installed to monitor activity within it. Fire Fire is a major enemy of antique malls. Many malls are in old buildings and they are stocked with merchandise that tends to be flammable. We talked extensively about fire safety in a previous article. It is important to have an adequate number of fire extinguishers on hand and have your personnel trained to use them. Be sure, also, to plan for and discuss with your personnel, what to do in the event of a fire. Frequently, your local fire department or insurance company will help you achieve this. Even where not required by local or state codes, fire detection and suppression instruments can be a very good investment. This can be as simple as installing local alarm smoke detectors or as complex as a zoned alarm system with a fire suppression system and central station reporting and fire department dispatch. Investigate all alarms and take whatever action is needed to resolve them. Make sure that you take your backup computer disks off site at least once each week. Without the information they contain you will not be able to restart your business and it will quickly fail. We have had the unfortunate experience of seeing fire destroy several of our client's antique malls as well as several others. In at least two cases, the fires were set by burglars trying to cover their escapes and destroy evidence. Burglary Every antique mall is a potential target for burglars. This is especially true for malls which house dealers who specialize in expensive easily fenced "smalls" such as jewelry. Take all cash off site every evening or place it and your daily backup disks in an appropriate fire proof safe. Install and use professional grade motion detectors and low light level capable security cameras equipped with stop motion video tape recorders. All windows and doors should be equipped with sensors which will detect entry or breakage. Any alarms resulting from this department or 24X7 monitoring organization. Please note that

these pieces of equipment described, as well as others we have discussed, need to be installed and maintained by professionals. This not a job for amateurs nor should the equipment selected be less than professional quality. Armed Robbery Willie Sutton, the infamous bank robber, was once asked why he robbed banks. His answer was a classic "Because that's where the money is !" Armed robberies (holdups) of antique malls seem to be remarkably rare. It is our opinion that this is only because criminals don't have any concept of the amount of cash which passes through a typical antique mall and how very easy it would be to take it. From our observations, mall robberies certainly don't occur because malls present hardened targets. Once again, you best defense against robbery is to take away the incentive and opportunity. If significant amounts of cash accrue in the cash drawer, remove it by substituting a fresh drawer or removing a significant portion of the cash. Always physically conceal the cash so bystanders cannot gain a concept of the amount of cash which might be available at any given time. Cash should never be handled or counted in public view and should be stored securely. When transporting cash for deposit always vary your route and time of departure. If appropriate, arrange for an armed escort. If you have the misfortune to be the victim of a robbery, above all remain calm. Instruct your staff not to resist. Follow instructions while unobtrusively observing important details. Do not play hero ! Money, in reality, is nothing but used dirty paper and can be replaced; lives cannot. Check all areas to which the public has access at closing and move customers from the extremes of the mall toward the exit. Do not allow people to linger but politely and firmly move them toward the checkout. As a part of your overall security system, if the risk is sufficiently great, install hold up alarms. Never try to apprehend or detain an armed criminal yourself; the risk to you and bystanders is simply too great. Remember that if a "druggie" will shoot and kill a convenience store clerk for $25.00, think what he'll do to get the kind of cash that passes through your hands on a busy weekend. Don't give them the opportunity ! Bad Checks Checks, to be accurate, are little more than promises to pay. Regrettably, some people's promises aren't worth much with the result that many bad checks get issued every day. To say that bad checks are troublesome is an understatement. The prospect of significant financial loss is one thing but the aggravation and annoyance are another. It is certainly worth taking all available steps to (1) prevent accepting bad checks and (2) to collect the amount due if you do get one. It's beyond the scope of this article to discuss the particulars of check recovery. It is sufficient to say that it can be exceedingly difficult and tedious. Consult your local Chamber of Commerce, attorney or check recovery service provider to

determine what is legally permissible in your area. Don't be surprised to discover that you are at a significant disadvantage. You can, however, take steps up front to minimize your exposure to bad checks. Always ask for photo identification -two pieces if available -- and look at them very carefully. Make sure that the addresses on the offered identifications match each other and that on the check. Very carefully examine the check. Make sure that it has not been altered, is not postdated (dead men can't write checks) and is printed upon alteration resistant check safety paper. Do not accept third party checks and do not accept any payroll checks unless the payee is known to you. Maintain a working relationship with your fellow area merchants. Informally trade information about bad checks and suspicious individuals who are in the area. Finally, if you are really concerned about bad checks (and who isn't) sign up for one of the nationally available check verification services such as Ok Check. Security is a very important part of your business. You can positively impact security through modest steps you can implement yourself. And, by taking these steps you can make yourself a significantly less attractive target for criminals. So, go to it ! >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

Mall Cost Control

Those never ending bills can be very discouraging, especially in today's extremely competitive environment. Dealers have many options as to how and where they can offer their merchandise for sale. Therefore, it's really difficult to raise their rent or increase their commission fees. But the bills keep coming. It has, therefore, become increasingly critical to minimize costs. Electricity Costs Have you looked at your electric bill recently ? Quite a shock isn't it ? Aside from air conditioning in antique malls, most electricity is consumed as lighting. As we all know, lighting is essential for displaying goods and for public safety. A light bulb is a resistive load so a 100 watt light bulb generates light and approximately 314 Btu/hour of heat. Count the light bulbs and fluorescent fixtures in your antique mall and record their total wattage. Multiply each watt by 3.14 Btu/hour to determine the amount of heat they release. The amount of heat they generate, and expensive heat it is, can result in the need to use air conditioning in the cooler seasons of the year and in the winter. In the summer, the air conditioning load in your mall is substantially greater because of the heat load added by lighting. You, as the mall owner, are paying double. First, you pay for the electricity consumed for lighting. Then you pay for the electricity to run the air conditioning required to remove the heat you just paid for. A single 100 watt light bulb, on for eight hours per day, five days per week for 52 weeks per year at 8 cents per kilowatt

hour for electricity, results in a cost of $16.64 per year. If there are five 100 watt light bulbs in one dealer's booth and there are 100 booths in your mall, the annual cost is $8320 per year, not including electricity costs. That isn't small change! Sure, its tempting to turn off all the lights and work in the dark. That's silly, of course, so what do we do to be practical about saving money ? Where possible use lower wattage bulbs in dealer displays. Such bulbs are frequently as, or even more, effective than higher wattage bulbs. When you relamp your fluorescent fixtures use lower wattage, high efficiency lamps. Where possible switch from incandescent bulbs to compact, high efficiency fluorescent bulbs. They are more expensive initially but offer great energy savings and last far longer than incandescent bulbs. Some power companies will help with relamping costs because it stretches their generating capacity. There may also be tax incentives available for relamping. Reevaluate your lighting needs. There may be areas in which you have too much light for the tasks being illuminated. Use as much natural lighting as possible. It's free and in the winter it can help heat your building. Yes, its true that in the winter lighting can help to heat your building. However, compared to gas or oil, however, it is very expensive heat. And, in the summer all that additional heat from lighting loads gets really expensive. Systematically reducing lighting electrical loads makes terrific sense. Its great for you financially and its great for the environment. So go to it !! Air Conditioning Costs We talked about the effect that electrical loads have upon air conditioning. There are numerous other low cost things that you can do to reduce your air conditioning costs and yet maintain a comfortable sales environment. Follow the operating instructions and guidelines provided by the installer, manufacturer or power company. Have the air conditioning unit professionally maintained according to the manufacturer's instructions. It will pay big dividends in operating costs and reliability. Check the air filters regularly and replace them according to schedule. Filters are cheap when compared to the expense incurred when they are dirty. Make sure that the areas around the condenser units are kept clear so there's no interference with cooling air flows. Buy a really good (talk to your air conditioning contractor) programmable controller(s) for your system and learn to use it effectively including night time setbacks and early morning startup. Set the controller(s) for maximum efficiency and put a lockable cover on it to keep prying fingers away. Demand charges cost really big money and are very easy to incur. Keep all heat sources away from the controller so it senses true room air temperature and not an artificial load brought about by a nearby electric light bulb.

 Limit the wattage dealers may use in lamps and other fixtures in their booths. It not only saves the energy required to light the bulbs but also the air conditioning energy required to remove the energy you just paid for in the first place. This is also a significant fire safety issue associated with higher wattage bulbs. Be aware of power consuming appliances such as coffee makers. They not only consume large amounts of expensive electricity but also add substantially to the heat and water vapor load within the air conditioned space. Use weather stripping and air locks to reduce the infiltration of hot, moisture laden air into the conditioned space. Install insulation to minimize heat transfer from outside. It quickly pays for itself. Observe where sunlight enters the conditioned space through unprotected windows during the cooling season. The amount of heat added by solar gain is considerable; heat which has to be extracted by the air conditioning system. Heating Costs There are numerous low cost things that you can do to reduce your heating costs and yet maintain a comfortable sales environment. Follow the operating instructions and guidelines provided by the installer and manufacturer. Have the heating unit professionally maintained according to the manufacturer's instructions. It will pay big dividends in operating costs and reliability. Check all filters regularly and replace them according to schedule. Filters are cheap when compared to the expense incurred when they are dirty. Make sure that the areas around the return air vents or radiators are kept clear so there's no interference with heating air flows. Buy a really good (talk to your heating contractor) programmable controller(s) for your system and learn to use it effectively including night time setbacks and early morning startup. Set the controller(s) for maximum efficiency and put a lockable cover on it to keep prying fingers away. Keep all heat sources away from the controller so it senses true room air temperature and not an artificial load brought about by a nearby electric light bulb. If possible, provide for humidification of the air within the heated space. Its beneficial to people and helps prevent the shrinkage of wood and other materials. Use weather stripping and caulking to reduce the infiltration of cold air into the heated space. Install insulation to minimize heat transfer from inside to outside. Observe where sunlight enters the heated space through windows during the heating season. The amount of heat added by solar gain is considerable and it is free. Consider modernizing, upgrading or replacing your heating facility with high efficiency equipment. In colder climates the payback can be remarkably fast. Carefully consider your fuel of choice. Do not leave a direct path from the heated space to the outside. Air locks, indirect entryways and indirect access to loading docks will help prevent the loss of heated air to the outside. If you heat with oil or propane consider converting to natural gas.

The cost savings can be significant Telephone Expense Telephone long distance charges can be a major source of expense. So tight control of access to long distance enabled telephones and strict accountability for a long distance calls pays big dividends. Carefully review all long distance bills to verify the validity of the billing and establish whether the calls have been made for legitimate business reasons. If long distance calls aren't made they don't contribute to expenses. Consider blocking all 900 number calls from your business. Carefully evaluate alternative long distance services. Periodically check the opportunity for reducing the per minute charges offered by competing major carriers in your area. It is amazing how competitive carriers can be when they are pitted against one another. Conversely, if they think that they can take advantage of those not paying attention, they will. Consider less expensive alternatives to the use of long distance telephone services. Email is extremely cheap and very effective. A postcard will do for many notification requirements and is very inexpensive. Postage Costs Postage and shipping can add up to substantial amounts of money. Where possible, always charge the customer for shipping, packing and insurance. After all, why should you absorb the cost ? Unless a shipment is really urgent avoid any of the next day air services -they are very expensive and are very frequently overused. For packages up to 10 lbs. US Priority Mail is very difficult to beat cost wise because it is reasonably inexpensive, does in fact receive priority handling and the Postal Service provides the boxes and labels required. Weigh everything you mail, except those things which you know are under an ounce, so that you don't waste postage. Postage scales are available and cheap at Sam's Club and it really isn't your civic duty to use more postage than necessary. Utility Costs Some thing as prosaic as the water you use in your antique mall can add to your expenses. Those of you who purchase water from a water company or authority know that water isn't cheap. And, with the availability of good quality water becoming more of an issue all the time you don't want to waste it anyhow. An important side issue is that sewer charges are frequently determined on the basis of the water you use. They are far from inexpensive too and will continue to increase. Allowing hoses to run without a shutoff nozzle, over watering plantings and allowing people to wash vehicles is just plain wasteful -- and expensive too. Automatic lavatory faucet shutoffs, flow restrictors and other water saving devices make sense and save money too. Fix all leaks immediately. All of these areas are well worth examining and correcting if found deficient because they can lead to significant cost savings. These are cost savings which go directly to your bottom line. >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

Making Your Mall Customer Friendly

In previous issues we've talked about various topics concerning mall operations. Almost all of our discussions have been centered upon the mall itself and the mall owner's interests. One issue we've not discussed is that of making your mall customer friendly. After all, it is the customer who will or will not make your mall successful. You have to work harder than ever to retain your customers and dealers. Further, attracting new customers isn't getting any easier. The antiques, collectibles and crafts marketplace is extremely competitive. Many savvy new sales bourses have opened and internet sales opportunities are legion. All compete vigorously for the customers you want to attract and, especially, retain. If you pay attention to details, its very clear that there are things which you can do to improve sales to your customers. Your business really isn't about merchandise is it ? It's about people, your customers, and satisfying their wants and perceived needs. Really, isn't it about everything you do, or should do, which is done in support of your customers -- if you want to be successful. Use your imagination ! Whatever you can do to enhance your interactions with your customers and make them more comfortable and at home will improve your sales. The personal touch, without being intrusive, is very important. Some of the major aspects of developing this approach to customer satisfaction and retention follow. Physically friendly Your mall should be well laid out and very easy to navigate. People really don't like to get lost within a physical space and your customers are no different. Signs which point to the front desk or to a snack area are a welcome addition. Plenty of adequate seating and places to rest are essential. Customers are frequently either older or accompanied by those who are older or are in some way handicapped. If concerns about comfort or physical staying power interfere with purchasing, reduced sales will be the result. Help with heavy objects should be readily available as should packaging and shipping. Finally, handicapped access is not only the law but it also makes really good sense. Safety issues If customers feel that they are at risk, they will either not enter your mall or once in, will not stay. Aisles must be wide enough for comfortable passage, lighted sufficiently and free of trip hazards. Snow must be cleared from parking lots and sidewalks and all potentially slippery surfaces treated with ice melter and abrasives. Stairways must be clearly marked and stair treads secured and well lighted. In compliance with almost universal regulations, all exits must be clearly marked and free of boxes, trash and debris. Comfort Malls should be reasonably comfortable; air conditioned in the summer and heated in the winter. The mall has to be at least reasonably clean; free of dust kitties, soiled carpet and obnoxious

odors. Clean, well maintained restrooms are required to keep customers coming back. Clean, newsprint free wrapping materials should be provided at the checkout counter. Lighting The lighting provided must be appropriate to the tasks being illuminated both in intensity and color. Illuminating paintings or fabric with sodium vapor lamps is the kiss of death for such objects with warm color tones because customers know that they are not seeing true colors. Cases must be well lighted so customers can actually see the merchandise they contain. Stairwells, exits and aisles must be properly lighted for people to be comfortable using them. Exterior lighting of parking lots, sidewalks, entry ways and exits is very important as well for the same reason. These are, by no means, all the things you can do but simply a starting point. You can probably find a significant number of other things which will work specifically for you and your mall. >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

Making Your Mall Lawsuit Resistant

Disclaimer -- This article is not intended to offer legal advice but rather is the result of hard headed common sense and many years of trial experience as a Registered Professional Engineer. Being sued, for any reason, is no ones idea of fun. Receiving a "blueback" can put a real twist in your knickers. Even if you "win", it does, in fact, result in an expensive, gut wrenching experience which can put you on an emotional roller coaster. There are people in this world, and we all know some of them, who will sue anyone for financial gain. And, there are, all too unfortunately, lawyers who will pursue and encourage such lawsuits. Although litigation of this sort serves no legitimate social purpose, it does exist -- thats just reality. Quite honestly, there is little you can do to dissuade someone from filing a lawsuit if they are bent on doing so. You can and should, however, take whatever opportunity you can to minimize your exposure. This article is not meant as legal advice. That is what your attorney is for. It is, however, meant to offer common sense suggestions for trying to address issues in your mall which could lead to litigation. We discussed most of the issues which could make your antique or craft mall a target for litigation in previous articles. Frankly, based upon what we see as at least a moderate level of exposure, most antique malls have been reasonably fortunate with respect to being sued. However, that is no reason to let your guard down. Anyone can be a target for a lawsuit -- for any reason. You can, however, minimize the opportunity. Your antique or craft

mall is a place of public accommodation. You have "invited" the buying public to come to and enter your mall so you must provide accommodations which are reasonably free from hazards. Fortunately, hard nosed common sense (which sometimes isn't so common) will provide many, if not most, of the answers you need. Don't forget that your dealers are also invitees. For legal advice specific to your situation consult with your attorney. Antique malls, especially, can house hazards. This is an accurate and almost indisputable statement which you need to take to heart. You have to be concerned about institutional hazards, that is hazards inherent to your mall and its operations. However, there are other hazards as well, brought about by dealer activities and naturally occurring events. The following information is presented to suggest examples of areas in which to look. It is by no means comprehensive nor is it intended to be all inclusive. Some potentially significant institutional hazards are: Electrical hazards are quite common and can be quite dangerous. They can result in shock and burns. Make sure that your mall is electrical code compliant and that all electrical anomalies are investigated. Make sure that any indicated repairs are made properly and promptly. Trip hazards can present serious problems. Make sure that all carpets are securely tacked down so that there are no protruding edges. Properly secure all stair runners and make sure that any loose rugs don't slip or present a trip hazard. Ladders and step stools present special problems. If you provide ladders or step stools for reaching otherwise inaccessible merchandise make absolutely sure that they conform to current OSHA safety standards and are in excellent condition. Never allow a customer to use them, reserving their use for your staff. All publicly accessible interior and exterior areas must be properly lighted. Special care must be taken to provide illumination in stair wells, stair ways, parking lots used after dark, hallways and doorways. Hot water supply temperatures to all restrooms must be limited to prevent accidental scalding. Its a great way to save energy costs too. Ice and snow must either be removed from surfaces or treated as soon as possible after precipitation to minimize the opportunity for falls. Pendant ice or ice which can fall from gutters and roofs must be promptly removed or foot traffic redirected to minimize the opportunities for injury. Exits must be clearly marked, free from obstructions, and unencumbered by ropes, chains or bars when your mall is occupied. Loading docks must be properly marked and guarded to conform to OSHA standards. The use of loading docks should be restricted to your staff and dealers only. Any and all heaters and heating systems should confirm to all applicable codes. Absolutely no open flames should be permitted. All heating elements must be guarded and all heaters should be equipped with tip shutoff switches.

 All flammable liquids must be properly secured and stored in OSHA compliant cabinets Dealers too, bear responsibility for helping to assure a safe, lawsuit resistant environment in your mall. Heavy objects on shelves can be quite dangerous, especially if they are unstable and can be pulled upon by unsuspecting shoppers or children. Make sure that anything of this nature is properly secured and stabilized. Extension cords and electrical boxes used in dealer spaces must be UL listed, equipped with switches and breakers, and limited in load to established standards. Not only is this a significant safety issue, but electrical loads can result in considerable expense. Halogen lamps and fixtures, with the possible exception of properly installed and mounted track lights, should be unconditionally banned from your mall. These are very dangerous devices which can result in spontaneous ignition fires or severe burns to a person. Trip hazards in dealer spaces are common. All carpets must be secured and edges taped. All extension cords, if they are permitted at all, must be routed away from traffic areas and properly secured. No flammable liquids or materials should be present in dealer spaces. Edged weapons must be secured in locked cases or placed above the reach of children. Highly toxic materials, insecticides, chemicals or other materials usually found in decorative boxes or containers are very frequently not marked as hazardous should be prohibited. Firearms and firearm safety are a special case. In addition to presenting a very difficult series of regulatory issues, firearms can present special dangers and liabilities. If you decide to permit firearms regulated under current national, state or local law to be sold in your mall, you have a special obligation to protect yourself, your dealers and the public. Consult YOUR ATTORNEY for guidance. By permitting firearms to be sold you may be incurring liabilities which may prove to be unacceptable to you. All modern firearms and antique firearms using cartridges must be checked for the presence of ammunition and verified as being unloaded. All antique firearms, as defined by applicable regulation, must be checked to verify the absence of powder charges and balls in the barrel and the absence of a fireable cap or powder in the pan. Charges and balls in barrels of muzzle loading weapons are a frequently found hazard and can present a very serious threat to shooters and by standers. Once you have established your loss prevention program and begun to carry it out, it is singularly important to follow up and make sure that it is enforced. Make sure that your dealer contract contains your rules and that they are enforced. Again, TALK TO

YOUR ATTORNEY. It is far cheaper now than later. DO NOT allow sloppy dealer housekeeping !! By doing so YOU are allowing them to put you into a very vulnerable and almost indefensible legal position. Let the experts help you with your loss prevention program. Talk to your insurer ! They may be able to assist you with your loss prevention issues. Also consider talking to your local fire department. They also may be able to assist you. There is usually plenty of good competent help available; the challenge is finding and using it. Follow their advice regarding loss prevention. But, more than anything else, use your common sense. If you have the slightest hesitation about addressing these issues, you need to consider the following question. Ask yourself how you would respond to a persistent attorney's attack questioning, a judge's clarifying questions and how your position would look to a jury sympathetic to an injured plaintiff. Be particularly aware that juries very sympathetic to injured children and can award huge sums to them or their survivors. The publicity, especially if you are deemed to be complicit, associated with a lawsuit can be devastating to your business. The associated expense can also be financially devastating. If you are looking for thrills the court room is not the place to experiencing them.