Scoops & Smiles
What is an example of SUPER Service?
What Is: Greeting every customer that walks in
What Is: Saying goodbye when customers are leaving
What Is: Offering samples to guests
What Is: Small talk with the guests
What Is: Giving suggestions to guests who need a little help
You're taking trash out for the night. On your way back in, you notice a trail of Rita's trash juice. What should you do?
What is: Pour warm soapy water on it!
This is the guests first time at Rita's! What should you offer the guest?
What is: a SAMPLE?
What is: EVERY 30 MINUTES
My shift starts at 5 pm. I know it takes me 20 minutes to get to work. What time should I be arriving at work?
What is: 4:55pm
"Can I get a small gelati with mango ice and vanilla custard with sprinkles on top? Also, I just wanted to let you know I have a peanut allergy." A team member says what in response?
What is:
"There are peanut products in the store, so we cannot guarantee cross-contamination."
You are making a small ice for a customer. There are drips of ice from the top and ice on the side of the cup. What is the policy before handing the cup to the guest?
What is: The Clean Cup Policy
A guest orders a small misto shake. How can I upsell this order?
What is: upgrade the size.
Other answers: add a topping, add a water bottle, add a custard cookie sandwich
You are washing dishes in the back. You see in the cameras your team member is up front and there is a line out the door. I should . . .
What is: Go help my teammate! No one should be helping guests by themselves!
Michael notices the weather is particularly cold today. He goes to school wearing sweatpants and slippers but knows he has a shift directly after school. What should he ensure he has before arriving to work?
What is: proper pants (anything but PJs and sweatpants) and proper shoes (no slippers, no crocs, ONLY CLOSED TOED SHOES)
The penny shortage has hit, we no longer have any pennies, but we are still accepting cash. A guest is paying for an order that is $4.59 and they hand you a $10. How much change do you give the guest?
What is: $5.45
A huge rush just came in that lasted over an hour! What are the first things team members should do to reset the store?
What is: restock toppings, spoons, cups, and napkins. Checking the bathroom for cleanliness. Checking the lobby and cleaning tables/chairs, sweeping and mopping as needed.
A customer ordered a peanut butter mudslide! You finished making the treat and are handing it to the customer. What are the 3 things that EVERY treat comes with?
What is: a napkin, a spoon, and a smile!
When there is a rush at work, what is one of the most important things I should be doing with my team mate?
What is: COMMUNICATION
What are the 3 Rita's items that every team member must be wearing during their shift?
What is: a Rita's shirt, a Rita's visor, and a Rita's name tag
A guest just walks in! I say . . .
There seems to be a smell coming from the back of the house. What are the first areas I should check to identify the smell?
What is: the mop sink, the batch machine drains, and the triple bowl sink drains? IF THEY LOOK DIRTY, THEY PROBABLY ARE DIRTY, AND YOU SHOULD CLEAN THEM!
A group of 15 people walks in! They are all ready to order and you are only working with 1 other co-worker. How should you take the orders?
What is: take 1-2 orders at one time before moving on, making sure the order is accurate, and portions are correct. Additionally, putting in the treats in clover as I take them!
POV: You're having a problem with a fellow co-worker not helping out with customers. What do you do?
What is: communicate with said co-worker about helping out with customers. If the behavior continues, talk to Abby or Jena!
Just took a bathroom break and I'm ready to work again. Before returning to work, I must . . .
What is: Wash my hands!
What is the acronym PSGT and why is it important?
What is: Product, Store, Guest, Team
It's the fundamentals of a well-oiled business!
Product is key, we are nothing without our product!
Store is important to maintain and upkeep and keep clean at all times! A clean store is a happy store!
Guests are who we aim to please and get them coming back for more!
Team is who we are! Working together as a team makes a happy and healthy work environment and when guests see that, they keep on coming back for more!
Today was the busiest day ever! We are finally closed, and it's safe to say I am exhausted! Closing tasks are finally completed. What is the final step I must take before clocking out and heading home?
What is: walk around the store with the closing checklist to ensure that everything is done and done properly!
What is: increases tip size!
POV: you and your fellow co-worker were just in the trenches. Lines out the door, chaos at every corner. The shift is finally over. You noticed that your teammate did a FANTASTIC job the entire shift! They cleaned up messes, restocked as needed, and had WONDERFUL SUPER service. What can I do to show my appreciation?
What is: give a shout-out on Homebase and in the group chat!
You wake up the morning of prom! You see a notification on your shift from Homebase that says, "You have a shift that starts in 8 hours, at 5pm!" You didn't schedule time off! Uh-oh! What should you do?
What is: find a cover/trade for my shift!