Exam (elaborations)
BIGGBY COFFEE
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Exam of 11 pages for the course BIGGBY COFFEE at BIGGBY COFFEE (BIGGBY COFFEE)
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BIGGBY COFFEE COMPLETE DETAILEDCASE STUDY
c
d PERC is not a ___ ___. It is a ___ practiced every ___ of every day. - single act; habit; moment
P in PERC - Perception by customers that we respect their time and move them as quickly as possible.
E in PERC - Every customer leaves the store in a better mood than when the customer arrived.
R in PERC - Recognize each customer as an individual.
C in PERC - Consistently produce a high quality beverage.
PERC generally means... - -the energetic, professional, and treat every order as if it were race
do...everything with a sense of urgency
-make eye contact, smile and be aggressively friendly...don't wait for the customer to talk to you
-treat each customer as if he is your only concern...learn their names, drinks, and stories
-never sacrifice the quality of product for Speed of service...follow the drink making procedures, recipes
and always use measurements
PERC — Cashier - P: always be present at the pop to greet customers immediately
E: with eye contact a smile and enthusiastic welcome
R: learn names and drinks and make informed upsells
C: ring up drinks on the cash register correctly
, PERC — Shotpuller - P: keep the coffee air pots full—customers should not find empties
E: run laps every 15 minutes or more often if necessary customers will feel more comfortable in a clean
environment
R: acknowledge customers as they wait in line and encourage them in quick conversations while you
clean the lobby
C: use only fresh espresso shots
PERC — Milksteamer - P: actively engage each customer in conversation—
E:it takes their mind off the wait and their worries
R: and demonstrate what we are interested in getting to know them making them feel special
C: make sure the drink is perfectly presentable before serving with no spills perfect whipped cream ect.
Essence of PERC - Making people happy
Mission Statement - Create one new Biggby fanatic per day per store who actively promote us to others
Dress Code: Hair - -must be restrained if below shoulders
-beards mustaches and goatees must be short and trimmed
-sideburns must not extend past your lobes
-hair must be natural colors
Dress Code: Jewlery/Makeup - -a watch,wedding band, and stud earrings are the only jewellery
permitted
-a clear retainer may be worn to keep piercing open
-no false fingernails or nail polish
-natural makeup
-no obnoxious tattoos
Dress Code: Uniform - -t-shirts maybe untucked dress shirts must be tucked
-long sleeve solid color shirts may be worn under t-shirt
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