SIMPLE MANAGEMENT GROUP NEWSLETTER - FEBRUARY 2022

FEBRUARY 2022

VOL. 2 ISSUE 2

FOCUS The Monthly Newsletter of Simple Management Group

IN THIS ISSUE CEO CORNER - 2-3 JEWELRY TRAINING - 4-5 STORE RANKINGS - 6

TEAM HIGHLIGHTS TOP 10 - JANUARY- 7 WELCOME ABOARD - 8-9 CELEBRATIONS - 10 PROMOTIONS 11 EMPLOYEE SPOTLIGHT - 12 MANAGEMENT CONFERENCE HIGHLIGHTS - 13-14

MANAGER'S CIRCLE -15 WEBINAR SCHEDULE - 15 ANNOUNCEMENTS

- 16

VALENTINE'S DAY PROMOTION

FEBRUARY 2022

VOL. 2 ISSUE 2

CEO CORNER WHERE DID WE SEE OUR TEAM DO BEST? In January, we launched our new survey tool, Gallup's Q12, to discover our team members' feelings about their satisfaction. We asked you to take the 10-minute survey, and 82% of you jumped in to share your experience.

Thank you!

With over 30 years of research, the Gallup survey is arguably the best in the business.

This survey tool will improve the way we measure and take action to improve our Team Member experience. Here's how. Not only do the results uncover blind spots both at the organizational and local Team level, but Gallup provides specific actions and learning for Teams to improve their experience together. What an opportunity to strengthen our purpose to be the best in the world!

So, where did we see the best in our teams?

According to our results, 60% of our team member population is engaged, which is significantly higher than the U.S. and global workforce.

What did we learn from the survey results?

Our strongest engagement items: Q1: I know what's expected of me in my job.

Q11, Someone at work has talked to me about my progress.

Q12 I have had opportunities to learn and grow in the last twelve months.

Our lowest engagement items and opportunities: Q02: I have the materials and equipment I need to do my work right.

Q07: At work, my opinions seem to count.

Q8: The mission or purpose of my company makes me feel my job is important.

So, what's next?

These results are just the starting point. Our opportunity to improve our Team experience lies in Team Member action-oriented conversations about what matters most to you. It's important that each of you understand that team member engagement is not a survey; it's about operationalizing our strategy for building a world-class company culture and a profitable chain of stores. A model example of strategy in motion is our manager of the year, Greg Jules, who has the highest level of team continuity, high team member engagement, and consistently excellent financial performance.

Engagement is a sustainable factor in performance outcomes only if we all continually strive for higher levels of focus and commitment to what we do.

Continued on page 3...

FEBRUARY 2022

VOL. 2 ISSUE 2

CEO CORNER Engagement is a sustainable factor in performance outcomes only if we all continually strive for higher levels of focus and commitment to what we do.

As Team Members, we spend a lot of time at work. For each of us, I want it to be a place where we can have fun and win together. I look forward to receiving feedback about your State of the Team conversations and the actions you're taking to personally improve engagement. Remember, building a highperformance team requires employing our best practices of frequent feedback, continuous learning, and performance focused. All of which leads to greater productivity, high retention and increased profitability. Let's continue to work as a team to "Be the Best in the World at Whatever We Do."

John Thedford CEO

FEBRUARY 2022

VOL. 2 ISSUE 2

JEWELRY TRAINING Graduate Gemologist Appraisals Have Arrived!

We will now be providing stores with GIA Graduate Gemologist Appraisals for some of the jewelry we are selling.

The Gemological Institute of America (GIA) is the world's foremost authority on gemstones, and they invented the most common system and standards used worldwide for grading diamonds.

The strategy of providing appraisals on some items has proven to increase sales, profit, and jewelry turn as well as provide company credibility and build customer confidence for the rest of the jewelry we sell.

1/2ct and larger diamonds, and jewelry selling for more than $1000 USD are the types of items that will benefit from having an appraisal.

Appraisal benefits to share with your customers: 1.GIA Appraisals are valid for Insurance companies all over the world.

2.$100 value but is free with the purchase of the appraised item!

3.The “Retail Replacement Value” I use is comparable to the Retail Selling Price – Not an inflated, unrealistic value seen on many other independent appraisals.

Display Tip: Print an extra tag and/or starburst and place on the appraisal near the Retail Value.

This way the customer can see that we are selling far below the typical jewelry store price, and they are getting a fantastic value!

The first round of appraisals will come with some of the diamond stud earrings we purchased for all stores.

We will expand the In-house Appraisals Program to include other items in January 2022.

For the Caribbean stores, I will be appraising select items when we are shipping inventory to the stores, as well as appraising special items that can be brought to me at HQ. For the US stores, items can be brought to HQ for appraisal for a 1-week turnaround.

This appraisal service is provided free for our stores, so if you have an item that customers have been asking if it comes with an appraisal, or you think an appraisal will help you sell it – make sure to let your manager know and get the item to HDQ.

Greg Weiss, AJP, GG (GIA) Director of Jewelry Operations

FEBRUARY 2022

VOL. 2 ISSUE 2

JEWELRY TRAINING Engagement & Wedding Band Add-on Sales strategy AllThese are the Top 5 Days to Get Engaged, according to WeddingWire…

During your presentation, make sure to ask when the wedding date is.

#1 Valentine’s Day #2 New Year’s Day #3 Christmas Day #4 Christmas Eve #5 Fourth of July (US Independence Day)

Then after they decide on an engagement ring to buy or put on layaway, say something like…

Knowing this can help you take advantage of one of the most common missed opportunities when selling engagement rings.

When buying an engagement ring, most customers are focused on the engagement ring and are not thinking ahead about the wedding bands.

Most salespeople assume that their customers will come back to buy the wedding bands when they are ready.

What happens in most cases is at some point in the future when the customer is in some random store and a wedding band catches their eye, they often will buy it before they get back to your store.

Rather than rely on chance, be proactive at the time of the engagement ring sale and get the customer to put the wedding bands on layaway, guaranteeing a future sale while also making their wedding planning go easier and less stressful.

“You have a lot of things on the list to plan for your wedding over the next six months; why don’t we look at some wedding bands now, and you can always put them on layaway. That's one less thing to worry about for the wedding.”

Let’s provide world class service and intentionally focus on adding on wedding band layaways this Valentine’s engagement season.

Your customers will love this extra level of customer service, and you will have a guaranteed future wedding band sale; everyone is a winner!

Greg Weiss, AJP, GG (GIA) Director of Jewelry Operations

FEBRUARY 2022

VOL. 2 ISSUE 2

STORE RANKINGS JANUARY 2022

1

Cayman, George Town

$80,823

TOP 3 STORES IN NET REVENUE

2

Jamaica, Montego Bay

$60,001

3

Bahamas, Freeport

$53,530

LAYAWAY BALANCE TOP 10 - JAN 2022

GOOGLE REVIEWS TOP 10

1

Cayman, George Town

$403,062

1

Florida, St. Cloud

550

2

Florida, Kissimmee

$240,713

2

Florida, Kissimmee

520

3

Bahamas, Freeport

$159,072

3

Florida, Pleasant Hill

338

4

Florida, St. Cloud

$155,868

4

Jamaica, Kingston

330

5

Florida, Pleasant Hill

$154,928

5

Barbados, Bridgetown

281

6

Bahamas, Nassau

$104,944

6

Jamaica, Montego Bay

279

7

Barbados, Bridgetown

$104,640

7

Barbados, Oistins

223

8

Barbados, Oistins

$97,695

8

Jamaica, May Pen

222

9

Dominica, Roseau

$88,067

9

Grenada, St. George's

185

10

SVG, Kingstown

$73,256

10

Grenada

152

JANUARY TOP 10

Austin Reyes

Lianabell Vargas

St. Cloud, FL $41,158

Poinciana $22,815

Ricardo Maldonado

Deandrea Rahming

Kissimmee, FL $37,833

Nassau $20,751

Brian Nepa Grand Cayman $29,453

Wilmar Mazo St Cloud $ 25,920

Yanique Spence Montego Bay $ 25,150

Ruben Parra Kissimmee, FL $20,701

Tena Wilson Montego Bay $18,497

Kayla Orett Grand Cayman $16,391

FEBRUARY 2022

VOL. 2 ISSUE 2

WELCOME ABOARD

Say Hello to the Newest Members of the Team!

Jade Hinds Sales Associate Oistins

Destiny Holder Sales Associate Oistins

Cindy Canario Sales Associate TCI Downtown

Jessenia Morales Sales Associate Kissimmee

Andre Thomas Manager in Training Montego Bay

Josue Santiago Sales Associate Poinciana

FEBRUARY 2022

VOL. 2 ISSUE 2

WELCOME ABOARD Say Hello to the Newest Members of the Team!

Jeff Archer Corporate Chief Information Officer Jeff has over 30 years of IT experience as a skilled business partner and IT executive, aligning IT to achieve strategic business goals. Jeff’s career has given him the opportunity to be responsible for billions of dollars of revenue flowing into Walt Disney World through their 4,000+ Point of Sale Terminals (PoS). This experience also includes mastering the knowledge needed to implement the latest payment systems, including EMV. His varied experience in many different areas of IT has given him the ability to lead in a calm, methodical, and organized manner through the most severe circumstances, which has served him well to deliver significant bottom line results to the organizations he serves. Throughout Jeff’s professional career, he has helped grow companies, increasing productivity, quality, and revenues while closely managing budgets and expenses. Jeff has brought these skills to Simple Management Group and will help us grow and become a major player in the Industry. He's working on a few major projects that will help in determining the correct POS and reporting system going forward.

Jennifer Kanistras Corporate Corporate Administrator & Field Auditor Jennifer has worked in the Specialty Finance sector for over twenty years. She has worked in multiple levels of management in the pawn industry and consulted with numerous business owners throughout the Southeast in recent years. Her long tenure with Value Financial Services included the position of Director of Audit/Security/Loss Prevention and Inventory Control. Jennifer is a graduate of Western Kentucky University.

Jackie Garcia Corporate Training Coordinator Jackie Garcia has over twenty years of experience working in the Pawn industry. She has worked with major chains in an operational capacity and learning and development.

Jackie also has extensive knowledge of the Pawnmaster POS, Learning Management Systems.

Jackie is passionate about training and developing others to succeed in their roles.

Outside of work, she enjoys taking nature walks and absorbing the beautiful Florida sunshine.

FEBRUARY 2022

VOL. 2 ISSUE 2

CELEBRATIONS SERVICE ANNIVERSARIES Cargill Brown Montego Bay February 26 - 11 Years Oraine Fagan May Pen February 13 - 10 Years Luis Garcia Antigua February 15 - 5 Years Rafael Sanchez Poinciana February 4 - 3 Years Gary Kirkland Kingston February 27 - 3 Years Tashara Pilgrim Bridgetown February 10 - 2 Years Kimberley Walrond Oistins February 14 - 2 Years Kaitlyn King Antigua February 17 - 2 Years Tkeyah Burton Antigua February 24 - 2 Years Margaret Oyola St. Cloud February 9 - 1 Year

BIRTHDAYS Shea Walker - Feb. 2nd Chad McGhee - Feb. 13th Nakita Coppin - Feb. 14th Valecia Campbell - Feb. 14th Carl Joseph - Feb. 15th Joe Genovese - Feb. 15th Tena Wilson Marsh - Feb. 15th Greg Weiss - Feb. 18th Whitney Isaacs - Feb. 18th Shenel Morris - Feb. 23rd Aldith Scott - Feb. 24th Jampsley Phanor - Feb. 24th Steven Gainey - Feb. 28th

Chervon Joseph of Antigua was inadvertently left off the birth anniversary list in our last issue. Happy belated birthday !

FEBRUARY 2022

VOL. 2 ISSUE 2

PROMOTIONS We are excited to announce the promotion of Cargill Brown to the position of Regional Manager of Jamaica. Cargill has been with the company for eleven (11) years and has served in the roles of a sales associate, assistant manager, manager, and most recently, assistant regional manager.

This promotion recognizes Cargill's contributions and dedication to the company. Please join us in congratulating Cargill on his new role.

The most powerful force on earth is human engaged in meaningful work. Select with science and hold together with leadership and culture.

FEBRUARY 2022

VOL. 2 ISSUE 1

TEAM MEMBER SPOTLIGHT Samara Williams May Pen, Jamaica Current Role: Store Manager How long have you been with the company? 4.9 years Best advice you’ve ever received? When you believe in yourself and focus on our goals, you'll do great things.

What are your top goals for 2022? Be the top GM of the year and to make my store one of the top 5 in company.

What is your greatest career accomplishment so far?

Being promoted to general manager has been my greatest professional accomplishment so far.

What would your coworkers be surprised to know about you? I know how to have a good time.

What do you enjoy doing outside of work? I enjoy making my favorite dishes and entertaining family and friends.

FEBRUARY 2022

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MANAGEMENT CONFERENCE HIGHLIGHTS

TEAM LESSER ANTILLES DISPLAYING THEIR COVETED AWARDS $$$

SIMPLY THE BEST! MANAGER OF THE YEAR, GREG JULES DISPLAYING HIS NEW ROLEX WATCH AND SEVERAL AWARDS.

MANAGER OF GRAND CAYMAN, KERWIN BOXILL, COPPED THE HIGHEST LAYAWAY BALANCE AWARD. CASHING IN ON FUTURE $$

CEO JOHN THEDFORD CREATING EXCITEMENT FOR THE 2022 MANAGEMENT CONFERENCE

FEBRUARY 2022

VOL. 2 ISSUE 1

MANAGEMENT CONFERENCE HIGHLIGHTS

"Coming together is the beginning, staying together is progress and working together is success." Henry Ford

CONGRATULATIONS TO ALL WINNERS!

FEBRUARY 2022

VOL. 2 ISSUE 2

BE IN THE MANAGER'S CIRCLE The majority of a manager's time should be spent on the sales floor touching every transaction.

Managers should greet customers and introduce them to the associates. They should be available to answer questions from both team members and customers.

Managers should also actively engage team members to help them be successful in their roles. Managers should also step in to assist with qualifying customers and closing on sales.

Joe Genovese VP of Operations

Focused action outperforms intelligence any day!

February Focus: Pricing Closing the Sale Option Growth and Renewals

Upcoming February Webinars FEB. 7 - BUILDING TEAM SPIRIT WITH GAMES & CONTESTS

FEB. 14 - HANDLING CUSTOMER COMPLAINTS

FEB. 21 - USING THE WEEKLY ONE ON ONES TO CULTIVATE AN

OPEN CULTURE OF TRUST & ACCOUNTABILITY

FEB. 28 - SALES LEAD LOG

FEBRUARY 2022

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ANNOUNCEMENTS UPCOMING PROMOTIONS Valentine's Day Jewelry Promotion Rem emb er to our offe S r i m Prot p l e ecti on P lan

FEBRUARY 2022

OUR VISION To be the largest and most profitable chain of pawn stores in the world.

PURPOSE

Best at whatever we do; because our family, customers, community, & company deserve it.

VOL. 2 ISSUE 1

Your Corporate Support Team John Thedford - CEO Chad McGhee - COO Gethin Huckle - CFO Jeff Archer - CIO Alison Verni - Controller Joe Genovese- VP of Operations Rebecca Vieira Cox - Director of HR Jennifer Kanistras- Auditor Jackie Garcia - Training Coordinator Nanci Wynn - Accountant Leslie Matthews - Payroll Accountant Debbie Smith - Bookkeeper Viktoria Williamson - Executive Legal Assistant

CORE VALUES

Great Teams Excellence in Every Role Green and Clean Open Culture of Trust and Accountability Celebrate Our Accomplishments

Corporate Office 625 Main Street Windermere Florida, 34786 +1 321. 424. 5919