COFFEE SHAKE IMPLEMENTATION GUIDE - PAKISTAN

Transcription

1 COFFEE SHAKE IMPLEMENTATION GUIDE - PAKISTAN Start Sell Date: Target Start Sell: 2013 Check with your Marketing Manager for your start sell date. Key Contacts: Operations Ramez Guirguis ramezrg@yahoo.com QA Riyad Shatat rshatatckr@yahoo.com Training Karen Reel kreel@ckr.com For International Use October 28,

2 What s New? IMPORTANT INFORMATION Beginning soon, your restaurant will be selling exciting new flavor of Hand-Scooped Ice Cream Shakes, Coffee! The Coffee Shake features vanilla ice cream, coffee, and whipped topping. Participating Restaurants All Pakistan restaurants will sell the Coffee Hand-Scooped Ice Cream Shake. Implementation Steps The information in this handbook will help you to implement Coffee Hand-Scooped Ice Cream Shake successfully in your restaurant. Read the information carefully and review it with your crew. New: Pitcher Each restaurant will need to have 2 reusable, sealable pitchers to hold and chill the coffee concentrate. The pitchers are obtained locally and require approval from your FBC prior to purchase or use. For International Use October 28,

3 MENU STANDARDS Coffee Concentrate PREPARATION: BREWED COFFEE 1. Brew one pot of coffee with two bags of coffee to create a double strength coffee concentrate. 2. Place contents in a pitcher, seal, and chill for 12 hours. Mix needs to maintain a temperature of F. Store under refrigeration. 3. Label with 24 hour discard time. For International Use October 28,

4 NEW PRODUCT PREPARATION COFFEE SHAKE PREPARATION STEPS Follow these steps to properly prepare a Coffee Shake: 1. Obtain pre-portioned cup of ice cream, with two 4 oz. scoops of ice cream. 2. Portion chilled coffee into the cup to the blue fill line. 3. Note: Ensure mixer speed is set at 40. Place dome lid on cup, then place cup around spindle of mixer, moving halfway down into cup. Turn mixer on. Thoroughly blend shake, then turn mixer off and remove cup from spindle. 4. Fill dome lid with whipped topping just before serving. Mark cup as SPECIALTY with permanent marker. Serve with a straw. Mark as SPECIALTY For International Use October 28,

5 Build 2 4 oz. scoops Vanilla Ice Cream Coffee concentrate to blue fill line Fill dome with Whipped Topping Place the dome lid on the cup after adding all ingredients for easier portioning. MENU STANDARDS Coffee Shake PREPARATION Ensure the speed control for the mixer is set at Obtain pre-portioned cup of ice cream with two 4 oz. scoops of ice cream. 2. Add coffee concentrate into cup to the blue fill line. 3. Place dome lid on cup. 4. Place cup around spindle of mixer. Move spindle halfway down into cup. 5. Turn mixer ON and thoroughly blend shake by moving cup up and down the spindle. Make sure the spindle touches the bottom and sides of the cup, so that ice cream and Coffee beverage are mixed thoroughly. Any lumps should be blended away by moving cup up and down spindle. 6. Turn mixer OFF and remove cup from spindle. Thoroughly rinse mixer spindle before blending another shake flavor. Shake should be thick, not thin and runny. If thin and runny, discard and remake. Blend ice cream and beverage evenly, so that no clumps of ice cream are visible. 7. Fill dome lid with whipped topping JUST BEFORE SERVING. 13. Mark cup with permanent marker. Mark cup as specialty. 14. Serve with a straw. Deliver shakes with the meal tray or to-go food order. Do not deliver shakes over the counter immediately after collecting payment (unless shake is only item ordered). For International Use October 28,

6 IMPORTANT POINTS TO REVIEW Review These Items With Your Crew: 1. List the ingredients and amounts for a Coffee Hand-Scooped Ice Cream Shake: 2 4 oz. scoops Vanilla Ice Cream Coffee concentrate to blue fill line Fill dome with Whipped Topping 2. What is used to properly package Coffee Hand-Scooped Ice Cream Shakes? Shakes are served in a Hand-Scooped Ice Cream Shake cup with dome lid and one straw. Cup is marked as SPECIALTY for shakes, with a permanent marker. To make marking cup easier, wipe water condensation off with thumb before marking. For International Use October 28,

7 PRODUCT SAMPLING OPTIONAL LRM PROGRAM The goal of the product sampling is to introduce the new Coffee Shake to your guests. Sampling is one of the strongest sales building techniques for a new product. Guests are always interested in new products and are generally more than willing to participate in a taste test. Make sure that your crew is well informed about this new product so they can readily suggest it to your guests. Encourage your crew to sample the new shake...there s no better way to get the word out. Because this product is unique to Hardee s, our guests will be very interested in trying it. Sampling in your restaurant is suggested every 30 minutes for 2 hours at lunch and at dinner (during peak sales periods in your restaurant). Use your discretion to determine the best window of time during lunch and dinner. A crew member will need to be designated for this task. Please carefully select a crew member who is outgoing, super-service oriented and loves to interact with your guests in other words, pick the best sales person in your restaurant. Please follow the instructions below to conduct the sampling properly in your restaurant. How to Conduct Product Sampling: Prepare a Coffee Shake and immediately portion into oz. souffle cups. Do not use whipped topping for the sampling portions. Place plastic cups on a clean, sanitized tray to serve. Have napkins available for guests. Approach guests waiting in line or in lobby area with a warm smile and a courteous greeting and offer them a sample. Encourage guest sampling by asking, Would you like to taste our new Coffee Shake? Allow the guest to serve themselves by selecting the item and picking up the sampling cup from the tray. (Do not hand sampling cup to them.) Thank the guest for sampling and politely suggest they order the Coffee Shake during this visit or their next visit. Hand the guest a bounce-back coupon (franchise optional). ALWAYS make sure the product samples are FRESHLY PREPARED. If samples have melted, dispose of them and have fresh product prepared. For International Use October 28,

8 FINAL CHECKLIST Information in this handbook has been reviewed with your management team and crew trainers and used to properly train your employees. All needed product has been received, stored properly and prepped for use. If you have any questions, contact your District Manager, supervisor, or Franchise Business Consultant. GM and Shift Leader observe employees in action: Observe crew as they prepare and taste the new Coffee Shakes. Observe Cashiers as they key-in and suggestive sell the Coffee Shakes. SUGGESTIVE SELL SCRIPT When a guest places an order, ask the following question: Would you like to try our new Coffee Shake? Coach employees if any improvements are needed (if employees are not following proper procedures). Praise employees for doing a GREAT JOB! For International Use October 28,

9 ROLLOUT CHECKLIST Coffee Hand-Scooped Ice Cream Shakes & Malts RESTAURANT #: REGION: FRANCHISE: ABOUT 1 WEEK PRIOR TO START SELL DATE POP KIT RECEIVED refer to POP instructions inside the kit. Verify Coffee arrived. 2-3 DAYS BEFORE START SELL DATE CREW TRAINING COMPLETED Use the Implementation Guide to properly train all employees. ( ) Crew is trained on the preparation procedures for the Coffee Shakes. ( ) Frontline employees (cashiers) are trained on the Coffee Shake build and procedures. ( ) Verbally quiz all employees to test their knowledge. DAY BEFORE START SELL DATE Before the GM goes home, make sure all shift leaders, backline crew and cashiers are 100% trained. POST POP BEFORE OPENING THE NEXT DAY. START SELL DATE VERIFY POS DOWNLOAD - check and verify on morning of start sell. Ensure all POP is posted correctly refer to the POP posting instructions you received with your POP kit, for proper placement of all POP. ( ) Check all Coffee Shakes POP to make sure it is posted correctly. ( ) Check all pricing. BEGIN SERVING COFFEE SHAKES UPON OPENING - NO EXCEPTIONS! Remind all employees about the Coffee Shakes and discuss the builds with each one as they clock in. CONTINUED ON NEXT PAGE For International Use October 28,

10 ROLLOUT CHECKLIST (cont.) START SELL DATE (cont.) Observe employees preparing the Coffee Shake - ensure the proper procedures are being followed - MODEL, COACH & REQUIRE, as needed, to enforce all standards! ( ) Shake cups are pre-portioned with two 4 oz. scoops of ice cream. ( ) Pre-portioned shake cups are held for a maximum of 6 hours. ( ) Coffee beverage is dispensed to the blue fill line. ( ) Each Coffee Shake is blended evenly, with no clumps or lumps of ice cream showing. Check for proper assembly of the Coffee Shakes. Each Coffee Shake is marked as specialty. Talk to your shift leaders and backline crew about the importance of product quality. Ensure all cashiers are suggestive selling the Coffee Shake at every opportunity: When a guest places an order, ask the following important question: ( ) Would you like to try our new Coffee Shake? NOTE ANY CORRECTIVE ACTION REQUIRED Completed By: Date: MAKE SURE EVERY GUEST RECEIVES A THICK, DELICIOUS, EVENLY BLENDED COFFEE SHAKE EVERY TIME! For International Use October 28,

11 CREW TRAINING CERTIFICATION SHEET Coffee Hand-Scooped Ice Cream Shakes Crew Trainers (names): Shift Leader s Name SL Initials CT s Initials Training Certification Date Crew Person s Name CP Initials CT s Initials Training Certification Date Crew training has been completed: (Print Name) DM/Supervisor follow-up completed: (Print Name) (Signature) (Signature) Date Date For International Use October 28,

12 CREW TRAINING CERTIFICATION SHEET (cont.) Coffee Hand-Scooped Ice Cream Shakes Crew Person s Name CP Initials CT s Initials Training Certification Date Crew training has been completed: (Print Name) DM/Supervisor follow-up completed: (Print Name) (Signature) (Signature) Date Date For International Use October 28,

13 QUICK CHECK Coffee Hand-Scooped Ice Cream Shakes All employees can correctly describe the ingredients for the Coffee Shakes. Coffee Shake training is complete. Cashiers know how to key in the Coffee Shake. All employees are suggestive selling the Coffee Shake, at every opportunity. When a guest places an order, employees ask: Would you like to try our new Coffee Shake? Shake cups are filled with two 4 oz. scoops of ice cream. 6. Each Coffee Shake is blended evenly, with no beverage or lumps of ice cream showing. 7. Each Coffee Shake is made properly (per job aid), packaged properly and served with a straw. Shakes are marked as SPECIALTY Dome lid is filled with whipped topping JUST BEFORE SERVING 8. Each Coffee Shake ordered with a meal, is delivered with the meal tray or to-go food order, not over the counter immediately after collecting payment. 9. All POP is posted correctly. All pricing is listed correctly. NOTE ANY CORRECTIVE ACTION REQUIRED Completed By: Date: Restaurant #: MAKE SURE EVERY GUEST RECEIVES A THICK, DELICIOUS COFFEE SHAKE EVERY TIME! For International Use October 28,