SSV Approach
What area of the approach involves how we as leaders impact the Partner Experience?
Creating the Environment
What are the 4 steps of the BEVERAGE ROUTINE?
What is 1. STEAM MILK 2. QUEUE SHOTS 3. ADD SYRUPS 4. FINISH
Name 2 HUGE concerts coming up that may impact our business.
Taylor Swift and Beyonce
What are some examples of not using our space as intended?
You have a call-out five minutes before the partner's shift starts. What dimension of your approach would you use, and what steps do you take?
Problem Solving, Find coverage by calling someone in or extending someone.
WHAT ARE THE STEPS OF THE MILK STEAMING ROUTINE?
What is
1. POUR MILK
2. AEREATE MILK
3. STEAM MILK
4. SANITIZE WAND
5. GROOM MILK
What is happening the week of 6.17.23?
What is The Week of Kindness.
How do we know when to de-escalate vs. when to disengage?
If the situation is dangerous, we do not address it.
Partner is out of routine and is not making drinks to standard, what area of the barista approach will you be coaching on in this moment?
Focused on Quality
What is the most important step of leading your shift?
What is "Check In"
What is the most important role/routine to ensure the success of our store?
What are the steps of this routine?
What is the Customer Support Cycle?
Name the three focuses/gaps we will be leaning into these next few weeks.
What is
1. Customer Engagement
2. CSR
3. Building Partner Capabilities
What is the name of the model we should ALWAYS use before de-escalating?
ACT Decision Model
Barista is complaining on the floor about customers and having too many frappucinos. What behavior do you coach the barista on in this moment?
What is Mission and Values:Disciplined and Purposeful
Name 3 tools you need to run a successful shift:
2. Playbuilder
3. CSR Cards
A vanilla cake interior with chocolaty icing, finished with a festive red nose and antlers.
What is the Reindeer Cake Pop
What is the updated Mission Statement?
With every cup, with every conversation, with every community, we nurture the limitless possibilities of human connection.
What are the 4 aspects of our Third Place Policy?
free point
free point
Name the three dimensions of the SSV Approach
Creating the environment, Problem Solving, and Running Shifts w/ Customers at our Core.
A blondie cake with dried cranberries, topped with cream cheese icing flecked with orange zest and a sprinkle of dried cranberries. Trays also available for purchase from the RTD case.
What is a Cranberry Bliss Bar
What upcoming conversations will be taking place to support you all with your development?
What is one important tool to use AFTER de-escalating an incident?
INCIDENT REPORT
Name the 3 Steps of the Barista Approach
Focused on Quality, Committed to Customers, Dedicated to Each Other