P of PERC - answer✔Perception by customers that we respect their time and move them as
quickly as possible.
E of PERC - answer✔Every customer leaves the store in a better store than when the customer
arrived
R of PERC - answer✔Recognize each customer as an individual
C of PERC - answer✔Consistently produce a high quality beverage
To which letter of PERC does this relate? Greet customers within three steps of the door. -
answer✔P
To which letter of PERC does this relate? Make suggestions to new customers who need help
figuring out what to order. - answer✔R
To which letter of PERC does this relate? Never serve lattes with more than 1/2 inch of foam. -
answer✔C
To which letter of PERC does this relate? Thank customers for their patience when it gets busy
and the line slows down. - answer✔P
To which letter of PERC does this relate? Keep the lobby and restrooms clean by running laps
every fifteen minutes. - answer✔E
To which letter of PERC does this relate? Follow up with a customer on a conversation from the
previous visit. - answer✔R
To which letter of PERC does this relate? Engage customers with energy, excitement, and
enthusiasm. - answer✔E
To which letter of PERC does this relate? Learn customers' names, drinks, and stories -
answer✔R
Mission Statement - answer✔Create one new BIGGBY COFFEE fanatic per day, per store who
will actively promote us to others!
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