Operations
It's a Friday morning you're the opening Shift Supervisor on duty. You notice the shelves are empty of White Mocha.
What is call a Surrounding Store for product.
You are the SSV on duty, a partner is ringing up a customer, the card reader goes down. The customer only has a credit card on them.
What is utilize the LATTE Model to ensure customer beverage is taken care of and create a ticket on my daily after trying to troubleshoot.
You are running the shift and one of your baristas isn't greeting the customer and has their back turned to the customer.
What is COACH :)
What is ACT Decision Making Model
You notice a customer out on the patio enjoying his coffee and smoking a cigarette.
What is introduce yourself and let the customer know that smoking on the patio violates our Third Place Policy and we are going to need him to stop smoking on the Patio.
The phone rings. Jenny is calling, she's a regular who always get a Caramel Frappuccino. She called to let you know that the drink she received today was not made correctly and she only wants Shelby to make it from now on. Jenny says Shelby is the only one who knows how to make her drink correctly.
LATTE Model.
give details!
Corporate calls and tells you that there is an issue with your safe and you need to remove the funds so that the Courier can safely pick them up
What is STOP, hang up, alert your next level leaders & submit an incident report for scam
You're running a 2 partner play and waiting for your next partner to come in so you can take your lunch break. Unfortunately, the partner calls in & is sick.
What is utilize the Store Contact List to call in another partner for support.
Policy written to help maintain the environment of our stores in alignment with our Mission
What is Third Place Policy
The restroom toilet is clogged.
What is Close the Restroom utilizing a company provided sign and put a ticket in on My Daily.
Beyonce just received her grande hot americano and as she goes to take a sip, her lid pops off. She has just burnt her hand. She is very upset.
What is utilizing LATTE MODEL and fill out incident report. Call Customer Contact Center to report Injury.
It's a Friday Night and your store is located next to the local high school. There's a football game tonight and typically it get's busy around 5pm. It's 330pm and you want to make sure all partners are on the floor ready to support the business. at 430pm you have a partner complete a full restock so you can get in to this mode.
"go mode"
When completing the Quick Connect with your partner they let you know they are tired. You let them know they will be Warming Station today. You are constantly waiting for food at the window and you notice your partner is not working in routine or moving with a sense of urgency.
What is coach! :)
Bonus points for sharing what you would do!
Phone Number utilized to call for Mental Health Crisis
What is 988
Ray comes to the Speaker Box and orders a really complicated frappuccino and let's you know he has a birthday reward he would like to use for his drink. He comes up to the window and you scan his account. He does not have a Birthday Reward.
It is Summer and your customers are loving Frappuccinos. You ask your partner to grab some ice before taking their break. The partner returns and tells you "we're all out of ice."
Investigate if the ice machine is working. Source ice from another store or purchase ice. Put a ticket in to my daily. Notify your Store Manager needing approval for purchase (over $20).
You assign your partner to Drive Thru Bar. They are doing a great job hustling and achieving awesome results. You notice they slip and are hurt.
My Daily
Mary Mocha is on bar and you notice there are 5 customers waiting at the Hand Off Plane for their orders. Mary is not properly following the Beverage Sequencing Routine.
What is coach!
Now act it out :)
What is utilize the Restroom Occupancy Check- must be able to share the steps!
When completing the Quick Connect you let you partner know that we are focusing on upselling and you would like to see hear them suggesting an upsell to every item. You are listening in and are not hearing the partner upselling. You coach them on the behavior and even take a few orders role modeling upselling for them. You continue to listen in and they are not trying to upsell.
Barista, Jack's, Mom is a regular at your store. She is really excited about the new Stanley Cup. She reallys want one and she asks you to save her one.
You let her know of our Policies & that we are unable to save cups for customers or partners. If she would like a cup she is welcome to come when we open on launch day; however, cups are First Come First Serve.
You notice when washing your hands that the water is not getting hot. You begin to check the water taps in the store and notice there is not hot water available anywhere in the store.