SPEED & SERVICE

_______ should be ready and prepared before the order arrives at the window, this prevents unnecessary seconds being added to our time.

A. Pup Cups

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B. Water Cups

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C. Any Food and Drinks

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D. Any sides that were requested

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E. All of the Above

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You’re on the window, and a phone number does not automatically appear at the end of one of your transactions… What do you do?

A. Tell them to have a great day

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B. Skip the screen to get customer out faster

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C. Gently remind them before they leave that we can quickly sign them up with their phone number, if they would like

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D. Assume they don’t want to participate

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If the window person is waiting 5 seconds or more on any drink or food item, they should…

A. Hop on the oven to get food out

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B. Pull car forward to keep flow moving always

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C. Get on bar to help make drinks

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D. Continue asking customers new filler questions to fill time

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In all cash transactions, our baristas must do this…

A. Give customers large bills back as change

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B. Give customers a mix of 1’s and 5’s back as change, as they will be more likely to tip cash.

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C. Always ask them for their phone number before they drive off

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D. Both B & C

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When we posted this monthly focus paper, we added new language for all baristas to use… Which of the following statements should we be practicing to our customers?

A. “Thank you for being patient with us!”

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B. “I'm going to have you pull forward…”

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C. “Sorry for our wait.”

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D. “Is it okay if we pull you forward?”

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E. Both A & B

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F. Both C & D

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Sending a second line runner outside to help with order taking helps reduce the wait times for customer’s tremendously, and helps give the baristas/BOH more tickets to complete. When are some cases when a barista on bar should assist with taking 2-3 cars orders?

A. There are a small number of tickets on the screen and the line is very long

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B. The line runner has been stuck on one car for a period of time

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C. There isn’t enough drinks on the screen for two baristas

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D. When one barista is standing/talking and has no drinks to be made

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E. All of the above

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One of the best ways to be fast and to add speed to anything that you’re doing, is to try and multitask. Ask yourself how you can work smarter rather than harder. What are some ways we can practice multitasking at White Duck?

A. When on the window you may ask the customers questions such as straw preference, receipt preference, etc while accepting their payment

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B. Batching and preparing all similar drinks at one time, even from different tickets

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C. Preparing bags and setting out all upcoming food items, that way they can be quickly tossed in the oven when available

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D. All of the above

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When reading the order back to customers at the window, we should…

A. Recall every single detail listed on the ticket (“a 16 oz iced latte with extra almond and almond milk and whipped cream”)

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B. Only recall a short and simple overview of the ticket (“a 16 oz iced latte”)

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C. Don’t read order back at window

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D. Don’t read order back but double check the name on ticket is correct

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What is the format we use for EVERY SINGLE order we take outside?

A. Customer name, color of vehicle, and type of vehicle, with phone number attached

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B. Type of vehicle only

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C. Customer name only

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D. Color of vehicle only

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When running the line, it’s extremely important to walk cars forward and fill any car gaps. We should never walk up to a car and leave the space wide open. Why do we avoid large gaps in the line?

A. It makes the customers feel the line is much longer, since they are further away.

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B. We can fit way more cars in our line when it's constantly moving

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C. When customers feel a sense of movement, they are *more likely* to stay waiting in our line

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D. All of the above

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We are no longer fixing any loyalty issues at the store level. If any customer has any type of issue regarding their account, points, etc…

A. Write it in the old loyalty book

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B. Try to solve it and fix it yourself

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C. Give them our customer care card

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D. Tell a shift lead/manager

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When someone has an issue with their drink, what is the White Duck Way to handle the situation?

A. Tell them you know you made it right

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B. Try and find out details on who did it, what happened, etc

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C. Ask how we can make it better and offer to re-make it for them with no issue

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D. Never make a big deal of the situation or ask them more questions than is needed

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E. Both A & B

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F. Both C & D

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If music is playing inside the stand during open hours, which rules should ALWAYS be followed?

A. It is only at a “background noise” level, so customers should not be able to hear lyrics.

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B. NEVER cursing, inappropriate words, or uninviting tones.

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C. Always be mindful we are running a coffee shop. If your music isn’t appropriate for a coffee shop, or would offset any of our customers then it is NOT allowed.

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D. All of the above

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What things can make drink making on bar easier and faster?

A. All of the following

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B. Steeping teas as soon as they pop up on screen

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C. Prepping flavors in cups while by syrups, for any upcoming drinks

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D. Batching drinks as often as possible

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What important notes have you learned and been practicing since this new monthly focus has been posted in the stand? What are some of your favorite and/or least favorite changes that we have implemented into this monthly focus? Do you feel comfortable with this monthly focus? Any idea on what next month’s monthly focus should be?

This response will be reviewed and graded after submission.

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