FEBRUARY 2011 A Cinderella Story: The Good Feet Fitting Process

Good Feet Fitting The Purpose of Uniform Fitting 1. Brand Unity: You’re apart of something bigger…much bigger. It’s called a brand. That means, even though you are an independent retail store, it’s important that the brand name, processes and customer experience are all uniform. 2. Customer Service: Good Feet sets itself apart through personal fittings and customer service. It’s a huge part of our niche. That being said, if customer’s aren’t satisfied, they’ll go elsewhere. Good Feet customers make Good Feet. Without them, there’s no business. So fitting them well and making them happy is our business. 3. Returns: Proper fitting can substantially decrease your return rate. By ensuring customers achieve the maximum level of comfort, the proper size and proper fit, you’re aiding in their love of a quality product. Customers who love our product (and who have experienced wonderful customer service) aren’t as apt to return or exchange it.

The Good Feet Fitting Process Step 1  Measure the Customer using the Brannock Device and Harris Mat* Harris Mat prints: Make sure the customer’s heel hasn’t rolled & pant legs, socks or other obstructions are addressed. Have your customer step on and walk off the mat with each foot. Measuring with the Brannock: a. Place customer’s heel at the back & center of the Brannock b. Place arch length indicator at the middle of the customer’s 1st metatarsal bone. c. Place width indicator flush against the lateral side of the customer’s foot. d. Measure shoe length, arch length & shoe width (Red is for women, Blue is for men; read the numbers facing you, not the customer.

The Good Feet Fitting Process Step 2  Go over the foot print using the “Ideal” or “Model” Foot and Skeletal Chart. a. Explain that the print is for sizing purposes only! Do not use the print to diagnose the customer or get them to diagnose themselves and do not draw on them. b. “Ideal Foot” print is even in color, all 5 toes are represented & evenly spaced, the 2nd toe lines up with the inside of the heel & the pinky toe lines up with the outside of the heel, which means the foot is well-aligned & providing direction for the foot when walking. c. Point out the model & non-model small footprints examples. d. Turn the chart over and address skeletal chart addressing how: *Our arch supports are designed to support all four arches, which can help align entire body. *When the entire body is aligned it can alleviate foot pain, knee pain, back pain and neck pain.

The Good Feet Fitting Process Step 3  Don’t forget customer service…have your customer’s fill out the Lifestyle Activity Sheet. a. Leave the customer with the Lifestyle Activity Sheet to fill out while you take your customer’s prints in the back to size. b. Explain to your customer that you will be right back with their supports. Remember, the Lifestyle Activity Sheet is a great tool to use when following up with your customer!

The Good Feet Fitting Process Step 4 Size the customer for supports using the footprint.. a. Using your customers footprints; Line up the heel of the support with the edge of the heel print (for the supports with a flat heel platform, place the heel of the support a millimeter or two beyond the heel print. b. Make sure the metatarsal rise and arch support lip don’t come into contact with the metatarsal bones. c. Align the apex of the metatarsal rise with the center of the print’s metatarsal arch. d. Do this process with each “Step” Exerciser Maintainer Relaxer

The Good Feet Fitting Process Step 5  Return to the customer and go over the Lifestyle Activity Sheet with them. * When you return to the customer, with the presentation tray, go over their Lifestyle Activity sheet with them. This is the time to get more acquainted with your customer, and to pick up on clues that will help you sell the supports. (examples would be what is ailing them, type of activities they do and shoes they wear). Once you’ve presented the “3 Step System” your ready to fit your customer…..

The Good Feet Fitting Process Step 6  Size the supports by holding them loosely against the customer’s feet. a. Be sure the customer’s entire foot is relaxed and have them either cross their leg at the knee or ankle to see the underside of the foot. You may ask the customer to pull just their toes back if needed to see the metatarsal heads. (Remember not to handle the foot…) b. Place the arch support’s heel cup against the customer’s heel (for Maintainers & Relaxer.. supports with a platform heel…place the platform of the arch support a millimeter or two beyond the customer’s heel). c. Make sure the metatarsal rise of the support, fits in the center of the customer’s metatarsal arch. d. Make sure the metatarsal rise does not push against the customer’s metatarsal heads. e. Look to see that there are no gaps between the support and the customer’s foot. The inner longitudinal, metatarsal and heel cup areas of the support should conform perfectly to that of the customer’s corresponding arches. (the supports should look to fit naturally in the arches).

The Good Feet Fitting Process Step 7  Perform the Balancing Technique with the customer standing on a hard, flat surface. a. Have customer stand up, explain to them what you are going to do, and tell them what they need to do. Before you perform the balancing technique ask the customer if doing so, will injure them or bother them in any way. (Do not perform the balancing technique if they say it could possibly hurt them). b. Have the customer place their hands on top of each other, palms up, in front of them. Let them know you will be applying pressure into the palms of their hands, and for them to resist it. c. Stand perpendicular to the customer with your forearm parallel to the body; place your fist in their palms and press straight down firmly. d. Have the customer place their hands behind their back, palms up. (if they can’t reach around their back, it’s ok to not perform this step). e. Again, stand perpendicular to the customer with your forearm parallel to their body; place your fist into their palm and press straight down.

The Good Feet Fitting Process Step 8  Perform the Balancing Technique with the customers standing on the supports. a. Now, perform the same technique with the Exercisers and Maintainers. b. Between each balancing technique with the supports, have the customers take a step or two away from the supports and them back, this way the customer is walking out of their “set” balance from each supports.

The Good Feet Fitting Process Step 9  Have the customer place the supports in their shoe and walk around in them. Explain to the customer the things they should be feeling with each arch support, then ask them to tell you what they feel. Any inconsistencies or complaints of “pain” (not uncomforting) should be addressed immediately

FEBRUARY 2011 A Cinderella Story The Good Feet Fitting Process Question & Answer Segment

Question & Answers 1. What if they ask you why do I have such dark spots, what should we say to them? a. Remember the footprints are used for sizing purposes' only. Do no go into detail with them, however it is ok f or you to say “generally where there’s darker areas on the print, is usually where there’s more weight bearing pressure being applied. 2. What do you do if a customer refuses to fill out Activities sheet a. Let your customer know that the information is confidential, yet also helps with getting to know their needs and their lifestyle. If they still refuse, go ahead with your presentation. If they decide to purchase, ask them again if they would fill it out so you can have it to do your follow up with them. 3. Do most people with ball of foot pain generally like their supports to fit a little longer? a. Sizing the Support too close to the metatarsals can actually cause more pain or discomfort. Try a stronger metatarsal support, like: from Classic to Max or from Flex to Mid Flex Leather. The stronger the support, the more relief they should get. 4. We have a lot of nurses and the picture shown shows the support against a bare foot would you give the customer a foot sock for hygiene? a. Absolutely. The picture is just for a visual. Please excess it that it’s a barefoot. 5. How does measured arch length relate to print size and manual fitting? Sometimes the arch length indicates a different size than print etc. Do the old arch length charts still apply? a. The sizing charts are to be use as a starting point. They are not the exact sizes for each arch length. They are a starting point. 6. How shall we handle a customer from out of area with supports 3 sizes too small, complaining of arch pain? a. Never tell the customer that they have been sized wrong. Explain to them that because the supports are repositioning their feet into the more Ideal position, their feet may have changed to the point that the sizing needs to be changed as well.