Q: Do we need an existing gift shop to work with Cloverkey?

An existing gift shop is not a requirement to partner with Cloverkey. We work with a wide variety of hospitals — ones that have had a gift shop for years, and newer facilities that have never opened a shop. We'll work with you to develop a custom gift shop solution that's catered to your unique needs.

Question 1

Can I set up an exploratory call?

Accepted Answer

Absolutely! You'll speak with Gwynne Gillette, our Chief Operating Officer, to learn more about partnering with Cloverkey. We'll work around your schedule to find a time that works.

Ready to get started? Email us or contact us today!

Question 2

How does the exploratory process work?

Accepted Answer

We'll start by setting up a call to learn more about your facility and what you're looking for in a gift shop. If we're a good fit for each other, we'll visit your location so we can comprehensively evaluate your shop and put together a professional presentation for your team. From there, we'll provide a complete proposal and management agreement for your review.

Learn more here.

Question 3

Do we need an existing gift shop to work with Cloverkey?

Accepted Answer

An existing gift shop is not a requirement to partner with Cloverkey. We work with a wide variety of hospitals — ones that have had a gift shop for years, and newer facilities that have never opened a shop. We'll work with you to develop a custom gift shop solution that's catered to your unique needs.

Question 4

What happens to our current staff?

Accepted Answer

We understand the value of your current employees, and we'll always interview existing gift shop staff with the hope that they will continue working in the gift shop as Cloverkey employees. We offer competitive rates of pay based on similar retail positions within the community.

Question 5

What happens to our volunteers who currently work in the gift shop?

Accepted Answer

We love volunteers and understand how important they are! Volunteers are welcome to continue serving in the gift shop if they choose and are free to do any gift shop tasks, including running the POS register. We always have paid staffing during gift shop operating hours; this ensures the gift shop stays open if a volunteer can’t work a scheduled shift or if they are needed in another area of the hospital.

Question 6

How do you recruit new staff members?

Accepted Answer

In the event that new staff is needed, we'll post the job openings on employment websites like Indeed and Glassdoor. Additionally, we'll reach out to local facilities like colleges and universities to recruit new team members. Staffing is handled 100% by Cloverkey — eliminating the need for your team to spend time reviewing resumes and conducting interviews.

Question 7

How do you handle inventory replenishment?

Accepted Answer

Cloverkey is a sister company to Kelli’s Gift Shop Suppliers, the nation’s leading provider of retail merchandise to hospital gift shops and other specialty stores. Inventory at each Cloverkey location is managed in real-time and most items are fulfilled from Kelli’s state-of-the-art 100,000 square foot warehouse. Replenishment is handled within Cloverkey headquarters; the store staff is not responsible for placing replenishment orders.

Question 8

How do you ensure inventory remains fresh and relevant?

Accepted Answer

We leverage data from our stores to determine which items remain best sellers and which need to be targeted for replacement. We analyze this data at a store level (to adjust specific assortments) and at a regional and national level (to make broader changes to a product category).

Question 9

How do you manage seasonal inventory?

Accepted Answer

We typically bring in seasonal merchandise 6-8 weeks before the holiday (earlier for Christmas). This allows ample time to sell through the merchandise and replenish it if necessary.

Question 10

What vendors do you work with?

Accepted Answer

Being a sister company to Kelli's Gift Shop Suppliers allows each Cloverkey gift shop to carry a world-class merchandising mix — including more than 5,000 items from over 500 vendors! We work with vendors both large and small to ensure an appropriate mix of brand-name staples and unique, bespoke gifts. Thousands of new items are introduced annually, including seasonal buys.

Are you a vendor interested in supplying products to Cloverkey? Learn more here.

Question 11

Do you work with local florists?

Accepted Answer

As part of our initiative to support community-based businesses, we are committed to using local florists. If your hospital already has a relationship with a local florist, we'll build upon that existing relationship.

Question 12

Will we have any say in the shop's product selection?

Accepted Answer

Collaborating with our hospital partners is what makes our gift shops great! We welcome and encourage your feedback and suggestions in the product selection process. If necessary, we'll bring in products that are specific to your location — for example, branded merchandise featuring your hospital's logo.

Question 13

Do you offer delivery to hospital patients?

Accepted Answer

We're proud to offer free same-day delivery to hospital patients! Orders can be placed on our online ordering portal or over the phone. All in-stock items are eligible for free same-day delivery (on days that the gift shop is open).

Question 14

What are typical operating hours?

Accepted Answer

We provide expanded operating hours in our gift shops, to provide a better experience for hospital patients and visitors. Your shop's operating hours will be specific to what works for your location. Most gift shops are open 7 days a week.

Question 15

What is your return policy?

Accepted Answer

Any item that's defective or damaged may be returned for full refund within 30 days of purchase. A valid receipt is required. In the event a receipt is not available, a store credit for the value of the item will be issued to the customer for future use.

Items that are not defective or damaged may be returned for store credit within 30 days of purchase, provided they are accompanied by a receipt.

View our complete return policy here.

Question 16

What kind of customer support do you offer outside the gift shop?

Accepted Answer

It is our commitment that we be reachable to any customer (including our hospital partner contact) at any time. We have a management support tier — including a Store Manager and regionally-based District Manager — in place for every gift shop. Above and beyond that, our corporate management team is always available to address concerns and handle any issues that may arise.

The contact information of our Chief Operating Officer and Retail Development Officer is printed on the bottom of every receipt, so there is always a way to reach someone if an unresolved concern exists. We have dedicated corporate support staff who can handle inquiries regarding our loyalty program, online ordering portal, merchandise, and more. Every email you receive from any member of our team will include at least two ways to connect: a phone number and an email address.

Question 17

Do you offer payroll deduction for hospital employees?

Accepted Answer

Absolutely! In addition to being convenient for hospital employees, payroll deduction increases total gift shop revenue. We will work directly with the hospital to implement payroll deduction — either through our POS register or by utilizing an auxiliary program the hospital may already be using elsewhere on campus.

Question 18

Do hospital employees get a discount in the gift shop?

Accepted Answer

About half of gift shop transactions are hospital visitors, and we've found that it's a better shopping experience for everyone if all transactions are treated the same way at the register. Our loyalty program offers rewards to all participating customers — both employees and visitors.

Question 19

Can customers and patients order online?

Accepted Answer

Yes! We offer online ordering for all of our locations. Customers and patients love the convenience of our easy-to-use online ordering portal, where thousands of items are available for free same-day delivery.

Question 20

How quickly are online orders delivered to patients?

Accepted Answer

Online orders placed Monday through Friday are delivered same-day, provided the order is submitted 3 hours prior to the store's closing time. Orders placed Saturday or Sunday must be submitted by 12:00 PM local time to be delivered same-day. Orders placed after the same-day cutoff will be delivered the next business day.

Question 21

Are all gift shop items available for purchase online?

Accepted Answer

The vast majority of items available at the physical gift shop are also available for purchase online. Customers can shop balloons, candy & snacks, get well gifts, children's toys, floral arrangements, and much more!

Question 22

Do you have a customer loyalty program?

Accepted Answer

We're proud to offer Cloverkey Rewards, a free loyalty program to all customers aged eighteen (18) years or older. Customers earn points with every purchase, and points can be redeemed like cash.

Question 23

How does the loyalty program work?

Accepted Answer

Customers can sign up for Cloverkey Rewards at any Cloverkey location. To get started, request a loyalty key tag at any of our gift shops. Finish the enrollment process by registering your key tag on our Rewards page at your convenience. You'll earn points immediately on every purchase, provided you scan your key tag during the checkout process. If you don't have your physical key tag with you, store associates can look up your account via mobile number.

Need to register your key tag? Complete the enrollment process here.

Question 24

How are points redeemed?

Accepted Answer

Once you've accumulated 250 points, you can redeem them for $5 off your purchase. You can redeem as many of your accumulated points above 250 as you choose, up to the total ticket value. A minimum purchase of $5 is required to redeem loyalty points.

Need to check your loyalty points balance? Check your balance here.

Frequently Asked Questions

Getting Started

Staffing

Inventory Management

Product Selection

Customer Service

Hospital Employees

Online Ordering

Loyalty Program

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