GREEN APRON EXPECTATIONS
What is our Customer Promise?
Serve the world's finest coffee, with a moment of connection.
What should we have in and on our aprons that is a part of dress code?
SHARPIE and name tag (w/ name written CLEARLY & LEGIBLE)
Who can receive free water and ice?
Purchasing customers or those accompanying them
Which beverages come with sleeves?
Hot water based beverages, beverages steamed extra hot, venti hot beverages
Do shots die?
Yes
What are the Green Apron Expectations for Customer Service?
Welcome with a smile, Learn Customers Names and Orders, Thank with Eye Contact
FREEBIE
What remains the same in the new Coffeehouse Code of Conduct?
Focus on respect and dignity for all
What is our most recent customer connection score? What is the goal?
95 Percent | Company Goal 95%
Our GOAL 98%
How many shakes do shaken espressos and refreshers get?
10 | no more, no less
What should we always keep in mind and execute with an unhappy customer?
Making the moment right!
What are some examples of categories we cannot write on cups!
Images or words that are obscene, profane, racist, sexual in nature or otherwise derogatory or in violation of our Mission and Values and How We Communicate guidelines are not allowed. Political, pop culture references, humor that may not translate, animals, slang and other generation specific language like music lyrics. (Ex: “This slaps!”)
What is the purpose of the new coffeehouse code of conduct?
To create an inviting and respectful environment for customers and partners
What is the LATTE Model?
Listen, Apologize, Take Action, Thank, Ensure satisfaction!
What three numbers remind us of the proper way to craft the caramel drizzle on top of the beverage?
7/7/2
If you are on DTO/window, what should you always do when you are waiting for the order to be ready?
CONNECT w/ the customer!!!
What are some examples of phrases we should NOT be writing on cups?
Yum, Enjoy, Hi
What should we do if a situation regarding Coffeehouse Code of Conduct escalates?
Engage your SSV or SM for additional support
What's the best way for our store to maintain cleanliness expectations?
CSR, Clean Play, Station Assessments
What is the second step of the beverage routine and why?
Queue shots to ensure flavor and ensure efficiency
What are the 5 key moments.
1. Warmly greet customers 2. Prompt for-here and offer for-here ware 3. Highlight beverage craft with a Message on Cup 4. Direct hand off 5. Clean lobby/parking lot, including stocked condiment bar and DT stations.
What are the categories of things we should be writing on cups?
Personalized notes with customers name, simple affirmations, uplifting notes, share well wishes, seasonal phrases
According to the Coffeehouse Code of Conduct, how is a customer defined?
Someone making a purchase or accompanying a purchasing customer
What are the steps of the CS Cycle?
Check Lobby (parking lot sweep/windows)/Table Touch, Check RTDE/Impulse, Restrooms, Restock Floor, Cycle Task
EVERY 30 mins!
What's the FIRST step of the beverage routine?
LABEL AND WRITE ON CUP