A retail business with four shops across Exeter and the surrounding towns had grown from a single store over several years, with each new shop largely following whatever policies the previous manager happened to use. This meant staff in different shops were sometimes working to different rules on the same issues.
We reviewed the policies in use across all four sites, identified where they differed and worked with the owners to agree a single, consistent version that reflected current employment law and the way the business actually wanted to operate. We wrote the new handbook in plain language and organised it so staff could find what they needed quickly.
The new handbook was rolled out with a short briefing session for managers at each site, so everyone understood the changes and why they'd been made. The owners now have a single reference point they can point staff to with confidence, rather than a patchwork of informal rules built up over time.