b y N o v a i s a p l a c e t o e x p e r i e n c e g a t h e r i n g , e a t i n g , s h o p p i n g , s h a r i n g k n o w l e d g e a n d c r e a t i n g
Our Culture Brand led Every member of the team is a brand ambassador with a passion for what we do and a real responsibility to share it
We are friendly, supportive, proactive, energetic, chatty, engaging Creative leaders offering unique services , Enthusiastic, intentional, focused, knowledgeable and kind We are present in our roles and focused on our results We are brand ambassadors in every part of our business
Known for our creativity, our concept, our products, our service and our approach
Defined through by Nova Eatery by Nova Living by Nova Spaces
by Nova EateryInspired by Portuguese cafe culture where coming together to enjoy good food, good coffee and good company is a simple but important part of everyday life. We offer freshly ground coffee, loose tea. baked goods and light eats. We have plans for evening pop ups.
Culturally our approach is uniquely positioned to steer to more of a European feel, approachable and where espresso and frequenting cafe's is part of Europeans daily way of gathering and socialising
It's varied trading hours that extend beyond 5pm into early eve, great for after dinner socialising Its cakes and eats that no other cafe offers It's the by Nova way inspired by my environment modern day culture, food and family is the what and why we are wanting to achieve
by Nova Living which shares it space with by Nova Eatery. It offers a wonderful collection of carefully handpicked homewares, decor, and lifestyle driven products. All sourced from independents and brands not readily available on the high street.
Sourced through independent communities and platforms that are smaller business or brands that do not supply to the bigger retailers
online platforms
local community
cretaive connections
by Nova Spaces, the creative heartbeat of by Nova A place where creativity and partnerships are forged. Led by our floral design services and events, photography, dedicated market days and one of Dunkeld's first pop up stores where like minded brands will have the opportunity to share and enjoy our new space, The Shoeing Shed
As part of by Nova Spaces, brands, creative will be able to hire our space to create an event / pop up store or collaborate with us on dedicated market days. Bookings and information is available on our website. all enquiries are vetted
Where can you find by Nova
23 Atholl Street Dunkeld / home to by Nova Eatery and by Nova Living.
The Shoeing Shed, St. Ninian's Wynd, Dunkeld / home to by Nova Spaces
Online// bynova co uk @bynova creative on instagram
Shop all our products and services which extend throughout Scotland and the UK.
by Nova's How - DNAMeet and Greet./ Lead with Joy Friendly, engaging welcoming
Create activity Samples. Movement to create energy
Music
Customer engagement
Inform
Share your knowledge on our products, what, why, how.
Assist Ask open questions
Show / Tell
Menus, website, walk through store, offers, promotions, upcoming events.
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Offer up variations
When a product is sold out or a customer is looking for something specific that we don't have, always offer alternatives.
Deliver
Attention to detail, consistent, thoughtful, correct The how is just as important as the what
Follow up /be there Let them linger longer.
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Farewell
Thank you for visiting us, don’t leave without following us on instagram @bynova creative Please subscribe to by Nova online and join our loyalty program or leave us a review on Google
by nova approach
Everyone is a guest whether they join us as a supplier, a friend a visitor, a local.
If I am not in store, please take a message record details including name, number action and email them to me michele@bynovabotanics.co.uk
As soon as the person enquiring leaves, please send a team email straight away or while guest is present.
Guest Introduction
Meet and Greet
Hello welcome to by Nova
How can we help today? approach with energy, enthusiasm, lead with joy.
Guide our guest to tables, through the store, give information, talk though our offerings no short hand no short cuts
73% of our customers are new to us or passing through they don't know about by Nova unless we show and tell.
when quiet we can drive activity by sampling our products. talking to customers in store ensuring standards are perfect movement creates energy, creates interest.
first impressions set the tone music by nova playlists only the energy we give out is the energy we receive be playful. be present branded t shirts and uniform to be worn at all times.
What to do when a challenge or complaint arises
Smile. Be patient. Listen. Do not apologise, thank for the feedback. Assess, offer information and our why?
If we are sold out item or a specific is not stocked, explain our offer ( menus are designed specifically to create an experience and in line with our kitchen set up).
offer alternatives or suggest where to go if we can't help
Be kind always Ask for help
If you are not able to succesfful in turning around the complaint, please ask customers to email hello@novabotanics co uk
Simply explain we are a small team, that owner Michele cares deeply about feedback and will respond to emails asap
Frequent Objections/// how we must respond
Do you do Scones/Soup ?
No, but I'd highly recommend this pastry or cake (name and details) or our amazing salad/toastie. Allow customer time to decide. Encourage them to take a seat or if you have your heart set on a scone/soup, we love to recommend our neighbours at XXX.
Service times
If by Nova eatery tables are busy and there is a queue or new customers, please explain estimated waiting time at the counter. Please have a look around by Nova living or pop next door to The Shoeing Shed and creative courtyard. We should have a table ready in XX. Or please take a seat while we clear and set your table
Always direct customer and explain politely and with a smile Thank them for their patience Good manners are important
Your energy and your care combined means happy customers. Choose your attitude.
You are not doing them a favour, Customers are the reason you have a job, they pay your salary (read that again!)
A quick reminder. No personal mobile phones on the shop floor No leaning behind counter
Where there is a team of two or more, no more than one staff member behind counter 'doing' only ever two in busy times no more than one staff member in the kitchen at any given time by nova living/eatery floor always covered One person on meet and greet at all possible times.
by Nova Eatery specifics sit in On sunnier days, take out encouraged Ice cream
Direct people through the archways to by Nova spaces where they can sit amongst the flowers tables and benches provided Beautiful St Ninian's Gardens and our friends Rustic Rose and Kat n Kat.
Our When
Shop online 24 hours a day - orders processed and shipped within 3 -5 days.
by Nova Living andby Nova Eatery
Open 7 days a week
from July trading hours are
Mon- Friday 10am -5:00pm
Saturday 9am -6:00pm
Sunday 9:30 - 5:00pm
Late nights periodically TBC from JulyOctober
By Nova Ice Cream / Eatery extensionDependent on weather and will operate from various locations such at by Nova Eatery (extension of the store)
The Shoeing Shed / Market days
Pop up events 3 dates in the summer confirmed.
by Nova Spaces -The Shoeing Shed Open
Mondays 10:00 - 16:00pm
For dedicated event, pop up collaborations and Market days.
Calendar announced on an ongoing basis. Staffed more between the months of July through to October
Events / Creative projects
Ongoing throughout the year.
