How to Update a product on the Gnome Games Website

Updating products is all about editing the data – not the layout or the look of the website or product page.

We always want to include the following:

Product Image
Game details – 150 – 300 words
How to Play Video – Embedded

Always edit text to make it fresh and different from the publishers site.

Always add SEO Keyword – = Game Name
Always add snippet content that includes game name, publisher, Gnome Games and fill to green content level
Always include Game Contents
Add Product Images

Here’s a little training video

No Contact Procedures

We will be resuming limited retail operations on Monday March 30 at all stores with CONTACTLESS DELIVERY OPTIONS ONLY!

All Locations 11 AM – 3 PM Mon – Sat
No Operations on Sundays

CONTACTLESS – Means staff is not in the same physical space as the customer at the time of delivery. We don’t put bags in cars, hand bags through windows or handle cash or credit cards. We verify the delivery is ready for pickup. Place products where we can observe the pickup from inside a store or vehicle and observe and note the pickup, recording time and details in all layaways as appropriate.


Staff will be segregated by work location and will comply with all social distancing and sanitation operations at all times.

Work teams will be developed based on store location. No more than 2 operational staff will be present in any store without Pat’s personal approval.

All staff are required to inform management immediately upon the following:

  • Any exposure or informed potential exposure to any positive COVID19.
  • ANY symptoms related to COVID19
  • Any change in household member heath or risk assessment
  • Any concern or change in concern for personal or family, roommate safety based on potential work exposure.

Work Teams:

These don’t mean everyone is scheduled to work, just that Gnomes will be working in the same space. We want to mitigate cross exposure potential by not allowing staff to work with other staff.

Some staff may have solo shifts in different locations. Staff that are not listed will not be assigned work shifts at this time.

GBW – Jocelyn, MacKenzie, Robin
GBE – Nate, Paula, Mike
APE – Adam, Sam, Christine
WHS – Jen, Emery, Pat

Customers can order via-

Phone – Customers can call in to place an order. We will only man the phones during published business hours

Facebook Messenger or Facebook Page – Customers can contact us through our Facebook pages. We will only actively answer and take orders during published business hours at this time.

Google Business Pages – Customers can contact us through the Google Business pages. We will only actively answer and take orders during published business hours at this time.

Gnome Games Website – Customers can order from our website and have several options for delivery. This is available 24/7. We will ship daily and set up deliveries based on when the orders come in and method of delivery.


In all cases payment must be made via credit card prior to the order being released for Contactless Delivery

Customers may pay with credit card over the phone, via PayPal Invoice we send through Messenger or Email.

All website orders will be paid through the website checkout system

Contactless Store Pickup

Customers can request contactless pickup at any location during our published hours.

Procedures are as follows:
Take the order and create the layaway.

Secure payment and record as DEPOSIT in layaway per procedures provided to staff at the stores.

Coordinate schedule with customer. As this is private communication there is no need to verify the pickup at the store, other than that the right product is provided to the customer. Please make sure you inform the customer of our no contact procedures as this is stricter than most curbside programs in place – stress CONTACTLESS

When the customer arrives at the store the customer should call, message or otherwise let you know they are there for the product and remain in the vehicle.

Staff unlocks the door, places the product on the CONTACTLESS pickup table and returns to the store. Customer then picks up the product.

Staff then notes the time and vehicle, puts that information into the layaway and saves it. Then sell out the layaway immediately.

Contactless Home Delivery – Green Bay & Appleton

Delivery cutoff times for both Green Bay and Appleton same day deliveries is 3 PM Daily. We will deliver between 3:30 and 7 PM daily except for Sunday.

Pat will personally train any staff that provides home delivery.

Mail Order

Mail orders will be shipped daily. These will require special coordination because of the distance, package size and other variables. Staff working store operations during this time will be kept up to date with the latest procedures.

Gnome Staff Responsibilities during COVID-19

Gnome Games Staff has a lot of responsibilities in providing a safe environment and experience for us to work in and our customers to shop and play in, especially so during the COVID-19 situation. July 9, 2020 Update this may change often – check it every shift!

On July 9, 10, 11 – if you check this email Pat. 

We all are aware of the COVID-19 situation that is rapidly developing around us. This document will address the ever-changing company policies and staff responsibilities throughout this situation.

We don’t talk about COVID-19 in front of customers (Online, In Person, over the phone etc)

Our customers are here for a diversion, to have fun, and enjoy their experience. We don’t want to add to their concerns by expressing ours to them or in front of them. So staff is expected to refrain from discussing the disease, the governments response, any political response, or anything else unrelated to the customers in store experience and safety of staff and customers. This is a critical expectation and failure to meet it may mean immediate dismissal.

If a customer engages you in the topic, and asks about our policies share exactly what we have published here – Do not embellish, speculate or expand on that in any way.

If they ask about something not covered  or if we are doing something not included in the current policy – do not speculate or guess.  respond with: I’ll look into this, and if appropriate I’ll get back to you.  Then follow up with Pat and your manager

Please take the time to learn about the situation and avoid the pitfalls of biased news and social media. Get your information from the CDC and the Department of Health. If you are sharing information Mangers and I will ask you to share sources. Don’t be offended, we just want to be as best informed as possible.

Protect yourself and staff first.

Your safety and the safety of the rest of our staff and their families are always Gnome Games’ most important consideration. We need to be especially diligent during this situation as our tendency is to ignore our own safety concerns to take care of customers. To ensure that we keep staff safety at the highest level we have the following policies. These are critical safety related policies and continual compliance is expected.

  1. Do not allow your activities to present a risk to other staff.
    1. Masks are required at all times when there are non-staff in the store.  This isn’t optional for anyone.
    2. Do not come to work if you are sick or fall into a self-quarantine category based on the CDC and Wisconsin Department of Health guidelines.
    3. Become familiar with the symptoms, and honest with your self-assessment.
    4. Keep your Distance – don’t work in the same area that any other staff is working in. 10′ distance minimum at all times unless the situation requires otherwise!
    5. Keep cleaning – wipe down register areas every 30 minutes when customers have been in the stores, remember to wipe anything that customers touch, and get door handles as well.   DEEP CLEAN ALL RESTROOMS AFTER EVERY USE – Remember door handles, faucet handles – anything that we touch or breath on. SANITIZE KEYBOARDS BETWEEN USERS – We want to keep keyboards and mouse etc. to one staff, but that’ may not possible at all times – so wipe them down after you are done or before you use them (Yes that means they should get wiped twice between each use) 
    6. Make sure customers comply with our policies – be polite but firm. Remember if any customer gives you pushback for asking to comply with our policies it is an immediate call to me and probably a request for police escort out.

  2. Do not allow other staff to present a risk to you
    1. If another staff appears sick let your manager or me know immediately
    2. Remind each other about cleaning ensuring customers comply with policies etc. Don’t allow anyone to ignore them
    3. Make sure other staff WASHES THEIR HANDS EVERY HOUR!
    4. Clean, Clean, Clean
    5. Wash your mask every day – let it air dry at home overnight.
  3. Do not put yourself in a situation that places you at risk
    1. If you are in a high-risk group you must let your manager and me know privately
      1. Do not engage in close contact demos, OP or customer interactions.
      2. Keep the counter between you and customers
      3. Make sure that you and other staff diligently clean and disinfect
      4. Become familiar with the DCD Guidelines for High-Risk
    2. CONTACTLESS MEANS CONTACTLESS – No exceptions.  Friends kill friends with COVID19.
      This also means we encourage ccard over the phone or via messenger or email invoice.
    3. Make sure customers understand our policies and stop any unsafe activities immediately NO MASK = NO ENTRY

Protect the customers

Keeping our customers safe is critical. We’ll have to be especially diligent in cleaning, table space and event management and customer supervision to make sure the opportunity for contamination or other problems is mitigated.

  1. Customers must wear masks!
  2. Clean, disinfect products when possible
    1. Bleach wipe all bags and shrink wrapped games as you bag them and when you set aside for delivery.
    2. Bleach wipe outside of bag when customer arrives for delivery
  3. Make sure customers follow the following:
    1. Wear a mask
    2. Do not violate social distancing with other customers
  4. Make sure you communicate
    1. With other staff
    2. With Customers – expectations for delivery and payment
    3. With managers – remember we need to know what you need, what happens so we can help you help the customer!

Be Flexible and Adapt in a Positive manner

    Our customers will react in the way they see us react. Present a positive face, keep a smile on when you can and enforce our policies all the time and each day they will become more of a status quo. Help each other keep that positive outlook and work together.

We may run out of things. The reality of the situation is that there may be times when we run out of the best cleaning supplies possible. We may substitute bleach or other cleaners until the more desirable less harsh supplies are available again.

Do not mix cleaning supplies or sanitizers This isn’t a good time ofr bucket chemistry science experiments.  Some sanitizers have peroxide, some have chlorine, some have alcohol.  Plus the gel components can make a mess or worse

We may have to change how we do business drastically

This situation will test every one of us and Gnome Games. Our goal is to keep operations as normal as possible, and even improve them as this develops. But the reality is that we will change, and that change may be fast paced and very drastic. I will try to inform everyone using staff contacts as things change, but the reality and pace of the situation may make updates lag significantly behind what we are doing. Please try to understand that and accept it. It’s not intentional, no one is keeping anyone in the dark. If you ever have concerns or questions that are not time sensitive email me and cc your manager.

If it’s a safety concern PM, Skype or call me.

Have Fun

If we can have fun while we handle all this – the company will be better for it, and hopefully so will all the staff.

Check Cashing Policy

Before you accept a check, verify that the check is none of the following:

  • Out of county (Brown County for GBE/GBW, Outagamie, Brown, Winnebago or Calumet for APE)
  • Over $100
  • Post-dated (written with a future date)
  • Starter check (a check without preprinted information OR check number less than 100)

Once you have verified that the check is none of the above, the customer will need to provide a driver’s license and it must match the name on the check! Please verify the information on the check with the driver’s license. You must write the following on the front of the check, if they are not already printed:

  • Phone Number
  • Driver’s License Number
  • Date of Birth
  • You must also initial the check with your initials so we know who took the check

Next, you will need to verify some other information on the financial portion of the check.

As labeled in the example check above, the Pay to the Order of field must be made out to “Gnome Games.” The number written in the box next to it must match the words written out on the line below it. The signature on the check must match the name on the check. Any changes made to any field on the check (if the customer made a mistake in the amount, for example) MUST be made by the check writer and initialed by that person.

At this point, you will need to check the customer information in POS, or add a new customer if necessary. We will need their name, as well as their address DL, DOB, and phone number in the Contact Info section. If this is an existing customer, verify that the information in the system is correct; you must also verify that their customer lookup is not flagged “NO CHECKS” in the Customer Notes field (highlighted in yellow below).

When you have verified everything on the check and in the system, you are ready to accept the check as payment. In the transaction in POS, click on the Check button. In the box that pops up, the system defaults to Accept Check, so you do not have to change that. The total amount due auto-fills the Amount box; you will only need to change this if you are doing a split transaction (for example, if the customer is paying some in cash and writing out a check for the rest). The last thing you will need to do is enter the Check Number, which is found on the upper-right corner of the check. When all of this is completed, you can click the Save button for the Check box, and complete the transaction in POS.

Put the check in the till in the rightmost currency section.

Thank the customer, give the a receipt and offer to bag their purchase.

Gnome Games Social Media Policy

Gnome Games Social Media Policy

These guidelines are important for all Gnome Games staff —because if you don’t follow them a few things could happen: your posts can get deleted, we could lose customers and publisher support, we could get in trouble, or, worst of all, you could even lose your job … So do the right thing, stick to the guidelines.”

Keep in mind… 

There’s really no such thing as “delete” on the Internet, so please—think before you post. 

Some subjects can invite a flame war. Be careful discussing things where emotions run high (e.g. politics and religion) and show respect for others’ opinions. 

It’s a small world and we’re a highly visible industry leading company. Remember that what you say can be seen by customers, suppliers and competitors all over the world and something you say or share locally might be inaccurate or offensive in another. 

Respect other people’s stuff. Just because something’s online doesn’t mean it’s OK to copy it. If you have a question about what images and other resources we can use ask first!

Your job comes first. Unless your position requires you to work on Social Media, don’t let social media affect your job performance. If your job requires you to monitor store or company social media or post on behalf of the company, make sure you understand your responsibilities and the company expectations for your role

How to be the best … 

Play nice. Be respectful and considerate, no trolling, troll baiting, or flaming anybody, even our competitors. Everyone has equal opportunity to mess up.  We don’t want to be recognized for that.           

Be smart. Do a little research before you share your knowledge or repost something.  No reason to share errors or bad information, and always remember to give credit where credit is due.

Be yourself. Be the first to out that you are a Gnome Games. employee—and make it clear that you are not a company spokesperson, unless you specifically are assigned that role.

If you #!%#@# up? Own it. Correct it immediately and be clear about what you’ve done to fix it. Contact your management team if it’s a real doozy. We all make mistakes, and Gnomes own them, take clear, open and honest proactive corrective actions, learn from mistakes, improve and move on.

Add value. Make sure your posts really add to the conversation. If it promotes Gnome Games goals and values, supports our customers or publisher partners, fosters wholesome community development or relations, improves or helps us sell products, or helps us do our jobs better, then you are adding value. 

Have fun. Gnomes are known for having fun and bringing happiness to the tables, families and communities we play in and with, so be a Gnome!

Don’t even think about it…

Talking about financial information, sales trends, strategies, forecasts, legal issues, future promotional activities, or publisher relationships.

Giving out personal information about customers or employees. 

Posting any confidential. NDA or non-public information. 

Don’t Feed the Trolls! Responding to an offensive or negative post by a customer. There’s no winner in that game.

Phone Troubleshooting Operations

Answering and responding to telephone messages is a critical part of our daily customer communication operations.

Sometimes the system loses connectivity when there is an interruption in power or data to one of the Ooma Units.

To reset the Ooma system follow the following procedures in order. The phone is an ISP phone so if you don’t have internet your store can not have phone. Open a browser and make sure your computer is on the internet. If it is – continue with troubleshooting. If not the problem is an internet issue and the phones will come back up once the internet is restored.


  1. Make sure that the phone unit is charged. Remember that the handset needs to have power in order to make or receive calls. Look at the handset and make sure that there are battery bars on the display. This problem is easily prevented by putting the phone in the charging cradle on the base unit at the end of the day – every day
  2. Make sure that the phone base has power. To easily check this put the handset into the cradle and look for the red charging light in the upper left-hand corner of the hand unit. When there is power to the phone base unit there will be small red light indicating the phone is charging.
  3. Make sure the Remote Ooma Unit has a blue light. The remote unit is what receives the call data from the Ooma Router. It is plugged in to the power near the phone base unit. There should be a data cord from this unit to the phone base. If the Ooma unit is displaying an orange or orange and blue split light it needs to be reset. Unplug it from the power source for 2 minutes. Plug it back in. It should flash orange and then blue after about a minute. If the Ooma remote unit doesn’t display any light – check your power source. If this doesn’t work please proceed to step #4.
  4. Make sure the Ooma Router has a blue light when it is working properly. Occasionally if there has been an interruption in internet connectivity this may need to be reset. This should not happen very often, and resetting the Oooma router should be done only after doing the previous steps. This should be the last basic troubleshooting step – not the first.

    1. Locate the Ooma Router – it is the larger black box as shown below. When it is running properly there should be a blue light as indicated. If the orange light is blinking – it means the pairing with the Remote unit isn’t set up properly. Please repeat step #3. Wait 5 minutes after resetting the remote unit to see if this works. If not proceed with the troubleshooting.
    2. If the light is a solid orange it means that the router to internet connection isn’t set up properly. Then we have to remove the Ooma router from the network. This must be done as follows.
      First unplug the CAT 5 cable from the back of the router.
    3. Second unplug the power from the router.
    4. Wait 5 minutes.
    5. Plug the CAT 5 cable back into the router. Make sure you plug it into the INTERNET slot.
    6. Plug the power back in to the router into the and observe the lights by the CAT 5 plug. They will flash as the router establishes connection and there will be a steady green light when there is an active connection. The front of the router will also have a flashing orange or solid blue light. If it is blue – everything should be good to go.
    7. If it is flashing orange you may have to re-pair the remote unit. Repeat Step 3. This should fix the router – remote unit connectivity issue.

IF and ONLY IF this doesn’t work, please contact Pat and he will determine what the next steps to take are.

Single card purchases

Gnome Games Leads and trained staff may to make Single Card Purchases for store credit and cash after certification by Pat or their store lead.

Here are our current maximum rates for Walk In Bulk Card purchases.

ALL Cards must be in near mint condition.
Do not purchase cards that are all bent, white edges etc.

Please verify your store budget in the Purchase Report Form below!

Pokemon Bulk Rate (Item 33779 in POS)

(Cards MUST be in Near Mint Condition – NO EXCEPTIONS)
Watch for Counterfeit Cards!!

Pokemon Bulk

Price per inch

Per Card
(Only when less than 1″ Stack)

* We currently do not purchase Basic Energy in bulk





Commons & Uncommons (Mixed, no basic energy) $ 0.75 $ 0.50 Do Not Purchase Do Not Purchase
Mixed Bulk
(Mixed, includes Rares and Holos – almost no basic energy)
$ 1.00 $ 0.75 Do Not Purchase Do Not Purchase
Pokemon Mixed Holos (Common & Uncommon) $ 1.25 $ 1.00 $ 0.02 $ 0.02
Pokemon Rares, EX, GX etc (Mixed) $ 3.00 $ 2.75 $ 0.05 $ 0.03
Pokemon Rare Holos (Rares Only) $ 5.00 $ 4.50 $ 0.06 $ 0.05
GX, Mega, Full Art and Singles over $5 each on TCG player

DO NOT INCLUDE CARDS WORTH LESS THAN $5 in the scanned portion of your offer.

Near Mint is 30% Less
21% Credit
18% Cash

Delete these from your scan and price them as bulk

For Rares and Holo Trainers worth more than $5.00 resale only
Scan cards on TCG Player
We pay 30% for Credit,
25% for cash max

Remember to send list to [email protected]
Include “Card Purchase” on the email

Everything else is BULK PRICE – NO EXCEPTIONS

Magic Bulk Rate (Item 33780 in POS)

(Cards MUST be in Near Mint Condition – NO EXCEPTIONS)
Watch for counterfeit cards!!

Magic Bulk – NEAR MINT

Lightly Played – 30% LESS

Price per inch

Per Card
(Less than 1″ stack)






Bulk Commons and Uncommons
(Mixed, no basic land)
$ 0.07 $ 0.05 Do not Purchase Do not Purchase
Bulk Mixed Lot
Totally mixed up with at least 1 rare per 20 cards
$ 0.15 $ 0.10 Do not Purchase Do not Purchase
Bulk Rares
(Gold Rarity Symbol)
$ 1.25 $1.00 $ 0.02 $ 0.02
Bulk Basic Black Border Land $ .15 $ .10 Do not Purchase Do Not Purchase
Bulk Mythics
(Red Rarity Symbol)
$ 7.50 $ 7.00 $ 0.15 $ 0.10
Random Foils $1.75 $ 1.50 $ 0.03 $ 0.02
Foil Rares
(Gold Rarity Symbol)
$ 9.00 $ 8.00 $ 0.15 $ 0.10
Foil Mythic
(Red Rarity Symbol)
$ 11.00 $ 10.00 $ 0.20 $ 0.15
Individual cards
(ONLY Singles $5 or more TCG Market sale value)
Near Mint is 30% Less
21% Credit
18% Cash

Watch Condition on these cards!

Uncommons, Rares and Mythics over $5.00 resale value ONLY

Scan cards on TCG Player
We pay 30% TCG MARKET for Credit,
25% for cash max
Remember to send list to [email protected]
Include Cards Purchased on the email

Everything else is BULK PRICE – NO EXCEPTIONS

Yu Gi Oh Bulk Rate (Item 33781 in POS)

(Cards MUST be in Near Mint Condition – NO EXCEPTIONS)

Yu Gi Oh

Price per inch

Per Card
(Less than 1″ stack)






Bulk Rare, Common Mixed Lot (MUST BE MINT) $ 0.75 $ 0.50 Do Not Purchase Do Not Purchase
Bulk Secret Rare $ 2.75 $ 2.50 $ 0.04 $ 0.03
Bulk Ultimate Rare $ 9.00 $ 8.50 $ 0.15 $ 0.10
Bulk Ghost / Gold Ghost Rare n/a n/a $ 0.50 $ 0.40
Individual Cards
Based on TCG Market Selling Price

Near Mint is 30% Less
21% Credit
18% Cash

(ONLY Singles $5 or more)

Secret Rare, Ultimate Rare etc.  over $5.00 resale value ONLY

Scan cards on TCG Player – Market Value
PLEASE carefully verify each card

We pay 30% for Credit,
25% for cash max

Remember to send list to [email protected]
Include Cards Purchased on the email

Everything else is BULK PRICE – NO EXCEPTIONS

It’s the Little Things that are a big deal

“Put your heart, mind and soul into even your smallest acts. This is the secret of success.” – Swami Sivandana

It’s a lot of the little things that we do every day that make a huge difference in our sales. This attention to detail, concern for the customers experience and how we act and treat every customer is why Gnome Games is at the top of the list for game stores in the mind of the communities we serve. Just about every day I hear great things about the way our staff meets, greets, interacts and provides outstanding customer service to all of our guests. That makes me proud to be a part of the Gnome Games family – and as the Head Gnome I want to thank you for everything you do.

We can always do better.

Here are a couple of things that we all should do –

Meet and greet every customer, every time they come through the door.


Take the time to stop what you are doing. Look at the customer and make eye contact – and welcome them to the store. This shows the customer that they are the most important thing in our store at that instant. Let them land, adjust and look around for a few seconds while you remove barriers for communication between you and the customer. Get out from behind the counter. Set things down you are working on. Turn and face them – then greet them. I’ve learned that if I try to remember that I want to know what color their eyes are after our first interaction, I do a better job meeting, greeting and interacting with them.


Listen to their needs, really listen


We all have a lot to do, things to stock, games to price and put out, and a multitude of other things we need to get done, but listening to the customer and helping them figure out what Gnome Games has that will make their day better is our first concern. When we greet a customer, listen to what they say, and learn to react positively to their comments. If they say I’m just looking or just browsing, give them space but reassure them that if they have any questions to ask your or any of the other Gnomes working. They aren’t quite ready to open up, and it’s a normal thing. Give them space and a few minutes – but then Follow Up.

If they say they are shopping for someone else, listen actively, ask questions and help them find some great games to meet their needs. Active listening means you ask questions and listen attentively to what the customer says and how they say it. A lot of information they provide may not be connected, it’s our job to ask and listed carefully – remembering other things the customer has said; to put together the entire puzzle of what games will meet their needs best.

Follow Up


Follow up is critical in our customers experience. This means getting out on the floor after a few minutes to make sure the customer is finding the games they will enjoy or enjoy giving the most. It’s not a simple are you finding everything and move along activity. It’s a listening interactive encounter where you pay attention to what they are looking at, ask a question about the type of game, the brand or other things about what they are shopping for and Listen…

Follow up also includes accurately completing all sales and customer interaction tasks. These include:

Complete the sale –

  • Ask to see an ID for an unsigned credit card
  • Give them a gift receipt
  • Offer to gift wrap
  • Invite them to play – give them the daily event or OP handout
  • Always pffer intelligent upsells

Complete the layaway –

  • Get all the customer contact information and enter it accurately into the POS
  • Complete the special order form and send it right away
  • Remember to make sure any transfers have the layaway number and customer contact info sent to the sending store, or that you have added that information to the Special Order tag and you have transferred and tagged the item
  • Call the customer when the layaway / special order arrives and put detailed notes into the layaway and on the layaway tag every single time

Restock –

  • Always restock as quickly as possible after a sale – Yes! This is customer service!
  • Keep the store neat and presentable – face and check stock several times throughout your shift – refill CCG dispensers and other displays as soon as they are empty or need a refill.
  • Clean and refresh the bathroom at least once an hour when we have customers in the store.

Lots of little things… but they all are important to our customers – and that makes them important to us.