Yogurt 101Manager Copy

*Speaking points are noted throughout this booklet*

THE BETTER OUR ASSOCIATES ARE TRAINED, THE BETTER CUSTOMER SERVICE THEY WILL HAVE,

THE MORE SUCCESSFUL OUR STORES WILL BE!TRAINING IS KEY!!

Table of ContentsDay 1: Orientation

1. Welcome and Overview2. About Yogurtland3. Store Tour4. Yogurtland Coupon and Discount Policy5. Homework Assignment & Preparation for Quiz 1

Day 2: Proprietary Yogurt and Taylor Machines 1. What makes yogurt, yogurt2. Products & Nutrition3. Yogurtland Yogurt4. Watch Taylor Video5. Parts of the Taylor Machine6. Machine Cleaning Schedule7. Sanitizing Machines8. Proper Dish Washing9. Opening & Closing Checklist10. Quiz 111. Homework Assignment & Preparation for Quiz 2

Day 3: Customer Service & Micros Cash Register System1. Customer Service Video2. Guest Service3. Service Guidelines4. Uniform & Appearance5. You Are Empowered6. Sampling7. Cleanliness Video8. Full Circle Service9. Clock In/Out10. Assigning a Till11. Cash Register Operations12. Cash Pulls13. Closing a Till14. Quiz 215. Prepare for Corporate Field Trainer and Quiz 3

Welcome!Welcome to Yogurt 101, and congratulations on joining the Yogurtland team!

Welcome to the Yogurtland training program called Yogurt 101. The goal of this training is to ensure that each of our Associates is properly trained the first time, which in return allows for less follow up and re-trainings in the future and by each Associate being trained properly it will also set your store up for great success! Throughout this training we will also give you some helpful hints to help you and your Managers run a successful and profitable store.

What is Yogurt 101?

Yogurt 101 is designed to familiarize you with the “basics” of Yogurtland. We will cover many topics including how to serve great product, keep your store sparkling, and how to provide excellent customer service. We will also enlighten you with product knowledge and direction on how to properly maintain the equipment in the store.

Throughout this training program, we will give you homework assignments, quizzes and tests. These tools are used to test your knowledge and comprehension. They may all seem simple, but they do serve a purpose: to make you a part of the Yogurtland family in every way.

Yogurt 101 should be used as a reference tool throughout your association with Yogurtland. It’s easy to follow and our management staff is always available to answer any questions you might have!

Most of all we want you to remember to have fun and always remember that YOU RULE!

Explain your expectations of all associates during their association with Yogurtland and your store locations. Be sure to emphasize a positive attitude.

About YogurtlandThe concept of Yogurtland was formed in 2004. From the moment we opened the doors of the first Yogurtland in February 2006 in Fullerton, CA we have experienced great success! In 2007, we welcomed the opening of two new locations in Irvine and Hollywood. Both locations have been met with similar success and excitement by our guests. To date, we have over 175 locations ranging throughout California, Hawaii, Washington, Oregon, Georgia, New Jersey, Utah, Arizona, Nevada, Texas, Louisiana, Missouri, Alaska, Colorado, Florida, Illinois, Guam, Mexico, and currently have several new stores in development. Yogurtland is looking to become the brand of choice, not only in our current markets but in new expanded market all over the world!

Share your personal experiences with Yogurtland. Remember if you are in a newer market, many of your associates may not have tried Yogurtland yet and may not understand the popularity of Yogurtland in established markets. Let them know all that you know about Yogurtland and our brand.

Store TourOur stores are our one of the most important pieces in our company success, and it is important that each associate is familiar with the stores layout, equipment, and products. Take pride in your store and do all that you can to keep it well maintained and spotless, and if it’s something that you are not able to complete on your own, ask your Manager for assistance.

Be sure to discuss the importance of each area as well as the importance of keeping each area clean and maintained.Front of House

- Seating area & Restrooms (where applicable)- Self-serve sign present- Cups, napkins & lids- Crathco Water Station – Berry Infused Water- Yogurt machines- Topping Stations - Cold & Dry- Toppings – Cold & Dry- Sample Cups - Scales & Cash Registers- Register printer paper - Crisis Management Kit

Back of House- Dry toppings, cups, napkins, sample cups, & lids- Cleaning supplies, restroom supplies & mop sink area - Refrigerators & freezer- FIFO- First-aid kit- Worker’s comp poster, Federal & State required postings, nearest medical facility poster, fire

extinguisher, exits & emergency meeting place- Lockers

Prep area- Yogurt machines- Prep table, cutting boards, utensils, containers, small wares, & fruit chopper- Fresh fruit - Day dots, disposable food handling gloves, & safety cutting gloves- 3 – compartment sink, prep sink, & hand washing sink- Backdoor

Computer/Desk area – Review this section only with those who will have access to the Manager’s Cabinet

- BOH computer & printer- MSDS binder- Request off binder - Telephone - Schedules & Team Member Availability worksheet- Deployment / daily assignment board, CCP / Temperature / Quality Check Log

Coupons and DiscountsYogurtland is an aggressive promoter of its product and does so to expose as many people to Yogurtland as possible. Often we offer coupons and discounts to our customers via direct mail, e-mail, or social media networks in an effort to encourage new and returning customers to visit our stores, especially to try new product offerings and LTO flavors.

Coupons:

1. Coupons are good only for the amount indicated

2. One coupon per transaction

3. Coupons cannot be combined together or with any other offer

Discounts:

1. Employee Discounts are at the discretion of each individual store

2. No special discounts to friends or family without prior consent

3. No yogurt to be consumed during shifts, only on breaks and not in the back of house

Explain to the staff the importance of accepting coupons and why we give them to our customers. Use some examples of how coupons are a great customer service and marketing tool. You will also want to explain to your staff the idea behind why we offer coupons to our customers (LSM) and how they help us grow.

Also use this opportunity to clarify the discounts policy (if any) your associates will abide by during their association with your location. Remember you are not required to give your associates discounts, but it is a good tool for you to use to deter employee theft of yogurt and it also increases their morale because they feel they have been “rewarded”.

Some Employee Discount ideas:

o Offer bi-weekly or monthly gift cards to each associate for a fixed amount o ($.25 per hour worked, $40/month etc)

o Offer one free yogurt at the end of each shifto Offer a percentage discount on their yogurt purchases

Homework Assignment 1Congratulations on completing your first day of Yogurt 101!

The first homework assignment and test will be easier than the rest to get you geared up and ready and ease you into the training process. As we continue through the training and the more you learn, the homework and quizzes will continue to become increasingly difficult.

Read and study all sections that have been covered in your training on day 1, but pay careful attention to the following areas:

1. Read through the about Yogurtland section.

2. Study the different areas of the store including the front of house, back of house, prep area, and computer area.

3. Read through the coupon and discount policy.

Explain the importance of the homework assignments and the tests they will be given. The tests are only to gauge their knowledge of Yogurtland and to ensure they fully understand all the components of training. The tests are not difficult if they are participating in the training.

These tests will also allow you to see where your staff is at from a training perspective to see what areas may need a little more attention.

Products & NutritionUse this information to help your associates understand what yogurt really is. In a lot of cases customers will ask simple questions about yogurt, and knowing this information will allow them to sound intelligent

and allow them to also educate the customers.

History of Yogurt

What makes yogurt - yogurt?

Based on FDA Standards, in order for a product to be called “yogurt”, it must be made by combining a dairy product with two specific bacteria:

Lactobacillus Bulgaricus and Streptococcus ThermophilusIt is these two bacteria’s that convert pasteurized milk to yogurt during the fermentation process. The process is very similar to that of making cheese, in that good-for-you bacteria ferment and transform the basic food. This fermentation process, and these two bacteria, is what creates yogurt, with its unique tart taste, texture, and healthful attributes.

Where does it come from?

Historical evidence suggests that people have been making and eating yogurt for at least 4,000 years!

The first cultured milk product probably occurred spontaneously from the environment or the food itself. Today, many different cultures and countries claim yogurt as their own, despite no absolute evidence to its origin.

Yogurt Cultures

The term “culture” refers to the living organisms, or bacteria, that make yogurt, yogurt.

As we mentioned previously, all yogurt must have these two main cultures:

Lactobacillus Bulgaricus and Streptococcus ThermophilusIn addition to these two primary cultures, or bacteria, Yogurtland adds a few more live and active bacteria to our yogurts. These include:

- Lactobacillus Acidophilus- Lactobacillus Rhamnosus- Lactobacillus Casei- Bifidobacterium

Yogurtland YogurtProprietary Yogurt

This means that out of all the countless competitors in the frozen yogurt industry, we are the ONLY brand who carries our own, unique product! While we are proprietary, we also have a unique selection of flavors that distinguish us in the marketplace! We use real ingredients in all of our yogurt. This means that our cinnamon graham cracker yogurt actually has cinnamon and graham cracker! This is how we can sell our yogurt for the price that we do. We are the lowest in the industry because we make all of our unique proprietary yogurt flavors!

Probiotics

The term “probiotic” literally translates to “for life”, and was first introduced in 1953. Probiotics are edible microorganisms or friendly bacteria that convey a beneficial effect when you eat them.

New scientific studies of probiotics are being conducted all the time, and their full effects are still being discovered. At best, these additions to your diet can help keep you healthy; at worst, they will pass clean through your system.

The NSA – No Sugar Added – Varieties:

To give sweetness to our NSA flavors we diligently seek out only the safest and most researched sugar alternatives. Some of these can be found naturally in stone fruits like nectarines and peaches. These sweeteners are a form of soluble fiber and are thoroughly tested and approved by the FDA. These include Sorbitol, Sucralose, Aspertame, Polydextrose, and Acesulfame Potassium.

Some common questions customers have:

What is yogurt?

Does Yogurtland yogurt have Probiotics?

Why is Yogurtland Yogurt better than the rest of the other yogurts out there?

What is the NSA yogurt sweetened with?

Where is Yogurtland Yogurt made?

If each person can answer these questions, your customers will be impressed and feel as though Yogurtland actually cares about the customer’s questions and concerns.

Yogurt’s Healthy Bacteria’s

Name of Friendly Bacteria

Where it’sFound

What itDoes

Claims toFame

LactobacillusAcidophilus

MouthIntestinal Tract

Produces an acid which may help to control the growth of

fungus!

Boosted Immune System

Relief From Indigestion

Better Digestion

LactobacillusRhamnosus Intestinal Tract

Inhibits the growth of harmful

bacteria in the intestine

Balances Intestinal Micro

flora

LactobacillusCasei

MouthIntestinal Tract

Assists in the spread of desirable bacteria

Improve Digestion

Reduce Lactose Intolerance

BifidobacteriumBifidum Intestinal Tract

Aid in digestion; associated with

lowering incidence of

allergies

Prevent some forms of tumor

growth

Taylor MachinesAt Yogurtland our machines are one of the most vital parts of our operation, without our machines we would not be able to make or sell yogurt. So taking care of our machines is an important part of every associate’s job responsibilities, as they are very expensive and in essence the core of our business.

We know that working with such extravagant machinery can be intimidating, but we will go over in great detail each part of the machine throughout your training to ensure that each person understands how they operate and what is needed to keep them in pristine condition. We encourage you to learn as much as you can about the machines through this training and by watching the Yogurtland Taylor Training Videos.

Remember, if you have any questions about the machines please ask so you have a full understanding of how they operate and we can avoid machine issues in the future.

During this machine section you will want to disassemble a machine just so your staff is aware of the names of each part and its functions, you do not need to do the full washing or sanitizing process with the machine as this will be part of the training process with the Corporate Trainers. You and your staff will only need to have a good overview and understanding of the machine and its parts to make it easier when the Corporate Trainer is going over the different parts of the machines in greater detail.

Go over the function of each button on the Taylor Machine and which each button is used for.

Mix Ref

- The MIX REF button is the only button that controls both sides of the machine- It is responsible for keeping BOTH hoppers cold at around 36 - 39 ºF.- The light above the button should ALWAYS be on when there is product in the hopper.

Standby

- When pressed, the STANDBY button automatically turns the MIX REF button on with it.- It is responsible for keeping the cylinder at 36-39 degrees.- Mostly used when machine has product in it but is not in operation.

Wash

- The wash button turns on the motor which turns the beater.- This button does not turn on any refrigeration when pressed.- The wash button does not involve any water running in the machine.- Typically used in washing and drawing product out of the machine.

Auto

- When pressed, the AUTO button automatically turns the MIX REF button on with it. - This button also activates the motor which turns the beater.- As soon as this is on, you should hear the beater turning and after a five second delay, you should hear

the compressor kicking in as well.- The light above this button should ALWAYS be on during business operating hours.- There should always be product inside both the cylinder and hopper when this button is activated.

Reset

- The reset buttons are located a few inches underneath the drip trays.- Most troubleshooting problems are resolved by pressing & holding this button.- Please refer to the troubleshooting section on how to fully utilize this function.

Machine Side ViewStudy this diagram with your staff. Be sure they know where each part is located on this diagram

and what the functions of these parts are…this diagram will be on one of their test.

28.

27.

Yogurt Mix

Freezing Cylinder

14.

19.

18.

16.21.

24.

26.

15. 20.

22.

25.

23. 17.

Machine IllustrationSide View

Standpipe

Hopper

Prime Plug

Drive Shaft

Scraper/Beater Blades

Inner Drip Tray

Flap

Draw Valve Draw Handle Adjustable

Screw

Freezer Door

Design Cap Prime Port

Outer Drip Tray

Reset Button

Machine Parts and FunctionsUse the side view of the machine to identify where each of the parts below are located on the machine. If you are doing the training in your store location, feel free to show the associates each part on the actual

machines, but again the Corporate Trainer will go over the machines in GREAT detail with your staff.

Adjustable screw

- The adjustable screw is attached to the draw handles- These screws are used to adjust how fast the yogurt comes out in a given time. This is also

known as the draw rate.

Air Tube / Stand pipe

- The air tubes are designed to regulate the amount of product that goes into the cylinder for a constant/set amount of air.

Beater

- The beater is responsible for WHIPPING the product. - When turning, the beater forces the product forward out of the machine- It should always be running in clockwise direction.

Beater blades

- 2 beater blades are attached to each beater- They are responsible in scraping frozen product off of the walls of the freezing cylinder.- They are to be replaced every time they are worn out. They can last from 1-2 weeks depending

on the volume of the location.- If not replaced often, the consistency of your products will be runny or less frozen/soft.

Design caps

- These caps give the end product its design and shape.- This is one of the key places that the health department checks for bad bacteria build up.

Leftover yogurt residue can build up in this part and the opening to which it is attached. It is vital that these parts are to be cleaned and sanitized daily.

Draw Handle

- This is the part that customers pull to dispense product from the machine.- This handle gets sticky frequently, and needs to be wiped numerous times daily.

Draw Valve

- When the draw handle has been pulled down, the draw valve pushes the FLAPS up and it allows yogurt to be dispensed from the machine.

Drip Tray – Inner

- The inner drip tray catches any yogurt leakage and residue inside the machine.- This tray SHOULD ALWAYS BE EMPTY.- Any yogurt leakage in the inner drip tray means that there is either a problem with the assembly

of the machine or that a repair is needed.

Drip Tray – Outer

- The outer drip tray basically catches yogurt drippings and spillage from dispensing.- These drip trays have to be cleaned & sanitized once an hour throughout the day to avoid an

unclean appearance as well as an unpleasant smell in the store.

Drive Shaft

- The drive shaft is the link between the motor and the beater.- This part undergoes a tremendous amount of friction during business operations. This part must

be properly lubed to keep the machine working.

Flaps

- The flaps move up whenever product is drawn from the machine.- This part signals the machine that it needs to make more frozen product- As the user, you should be able to hear the compressor running whenever the flap is up.

Freezer door

- The freezer door composes of all these parts:o Prime plugo Prime porto Draw valveo Draw handleo Pivot Pino Design caps

- The freezer door is plastic and therefore should have little to no moisture on it.

Freezing Cylinder

- The freezing cylinder is where frozen product is made and stored at 16-19 ºF- The freezing cylinder can hold up to 3.4 quarts worth of product (a little less than one gallon).- Note that the wall around the cylinder is where the product freezes first.- Each cylinder may be independent of each other but note that the temperature on one side will

affect the other.

Hopper

- The hopper is where liquid product is poured in to.- Only liquid product should be poured in to the hopper.

o No ice chunks should be in the hopper ever.- Maintains temperature of the product at 36-39 ºF.- The hopper for 794 Model can hold up to 14 quarts of product (3 ½ gallons of product).- To prevent ice build-ups around the hopper wall and to maintain product quality, freshness and

consistency, it is best to have the hopper no more than half full of product at all times.

O-Rings

- Draw Valve O-Rings- Pivot Pin O-Ring- Prime Plug O-Rings- Standpipe O-Rings- All O-Rings should be replaced a minimum of once every 3 months.

Pivot pin

- This is the long pin that holds the draw handles in place once they are properly connected to the draw valves.

Prime Plug

- This part will be used daily for quality control purposes. - Please see quality control section for more details.

Prime Port

- This is where the air, sanitizer and product come out when completing the priming process.

D D w w P P P P

P P P P D D w w

w w D D P P P P

P P P P w w D D

DAY 1

DAY 2

DAY 3

DAY 4

Machine Operating ProceduresExplain how the Cleaning Schedule will work in your store. Be sure to emphasize the importance of each

process – Disassembling, Washing, Priming

Cleaning schedule

- The goal of the cleaning schedule is to be able to clean and sanitize each machine a minimum of every other day.

- This schedule will determine which machines to disassemble, wash, and prime only each morning.

- On a designated day of the week, run the product as low as feasible for each machine and discard this product. This will reduce bacteria and possible coli form counts.

- Here is a schedule that will work both operationally as well as comply with health code standards.

Legend:

1) D Machine that will be washed and disassembled and sanitized in the morning.2) W Machine that will be washed and sanitized in the morning.3) P Machine that will be primed in the morning

Assembly & Lubrication

Go over the details of the assembly and lubrication process for our machines. It is important that the staff comprehends these vital steps so when the trainer arrives they have a good understanding on what steps are required for each machine.

1. Before assembling machine, be sure that all parts have been properly washed and sanitized

2. Lubricate and assemble all the moving parts of the machine

Drive Shaft o Slide the rubber o-ring down the shaft and snap into placeo Place lubricant around the top of the o-ring and spread evenly in the gap between the

ring and the metal shaft, creating a sealo Lubricate the remaining metal part of the drive shaft up to the hex, we do not want to

add any lubricant to the top hex portion of the drive shaft

Prime Plugso Slide the 2 o-rings over the plugs until they fall into the grooves and sit in placeo Lubricate the prime plugs between the two o-ringso Place the plugs into the prime ports on the freezer door, they should be able to slide

easily into the ports, do not force them into place as this can stretch/damage the o-rings.

Draw Valveso Slide the 2 o-rings over the valves until they fall into the grooves and sit in placeo Lubricate each Draw Valve between the two o-ringso Place the valves into the openings on the freezer door, they should be able to slide

easily into place, do not force them into place as this can stretch/damage the o-ringso Once in place there should be a small amount of lubricant that is surrounding the valve

at the opening where it is inserted into the freezer door, the lubricant should make almost like a moat around the valve

o Slowly twist the valve to be sure the slot for the draw handle is facing toward the front of the freezer door

Draw Handles & Pivot Pino With the freezer door facing you, slide just the tip of the pivot pin into the opening on

the right side of the freezer door and hold in placeo Slide the draw handle with the white sticker into the slot of the draw valve on the right

sideo Once in place, slide the pivot pin further in through the draw handle to hold the draw

handle in placeo Follow the same process with the stripped and brown labeled draw handles

(Remember, white on the right, stripes in the middle, brown on the left)o Once all three handles are in place, be sure the pivot pin is pushed through all three

draw handles and all handles are secured in place

Freezer Door Gaskets & Bearingso Place the two black gaskets over the silver rods into the grooves on the back of the

freezer door

o These gaskets will fit into the grooves but do not secure in place, so make sure these are held in place when reassembling

o The white plastic bearings slide over the same rods and sit flat against the freezer door, these also are not held in place and need to be monitored when reassembling so they do not move

Beaters and Bladeso Check each blade for chips, slivers and for any imperfections, and replace with a new

blade immediately if the blade shows any of these signs or other signs of wearo Slide one end of the white blade into either slot on the end of the beater o Once the end is securely under the slot, wrap the blade around the beater following the

groove around to the opposite end of the beater and slide the other end of the blade under the opposite slot

o It may take several tries to get the blade in place, and be careful as the edges of the blades can be sharp

o One tip is to not force the blade into the slots or onto the grooves, if it does not fit on the initial try, remove the blade and turn it so you start with the opposite end and try again

o The blades can be a difficult task but will become easier with time and experience

3. Once all parts of the drive shaft, freezer door, beaters, and blades are assembled and lubricated, move on to assembling the rest of the machine

4. Be sure that the front of the machine and cylinder and clean and wiped down with Stera Sheen or other milk stone sanitizer

5. Use the designated FOH Taylor brush and sanitizer to clean inside of the opening in the back of the cylinder where the drive shaft will go

Assemblyo Insert the drive shaft into the opening at the very back of the cylindero Slightly turn and push the drive shaft into the opening until it locks in place o If you do not feel it lock in place it is not properly put togethero If you are unsure if the drive shaft is in place, run your finger over the black o-ring to

ensure there is only a small gap between the o-ring and back of the cylinder, if there is a gap the drive shaft is not properly installed

o Slide the beater bar into the cylinder with the larger circle shape opening toward the front of the machine

o Line up the back opening of the beater with the drive shaft in the back of the cylinder and push the beater bar all the way inside the machine

o If the beater bar is sticking out of the cylinder at all, it is not assembled correctly and will need to be removed and assembled properly

o Once both beater bars are correctly assembled double check to be sure that the freezer door has all its parts in place

o Holding the freezer door firmly slide both silver metal rods into the cylinder inside of the beater bars

o Pay close attention to the two black gaskets and white bearings on the back side of the freezer door to make sure they stay in place

o Push the freezer door all the way in until the back side is flush against the front of the freezing cylinder, being sure that the draw valves are under the two flaps located just above the freezing cylinder

o Using the 4 screws tighten them and attach the freezer door to the front of the machine, remember longer screws on top, short screws on the bottom

o Tighten the screws diagonally to ensure there is a clean seal with the freezer door and cylinder (diagonally as you bolt on a car’s tire)

o Once the screws are hand tight, do not over tighten, move on to the sanitizing process

Sanitize Machineo Per hopper, fill up one white bucket with cold water up to the ridge o Pour one packet of Kay-5 OR one 2-tablespoon scoop of Stera Sheen sanitizing powder into the

bucket; dissolve using the large white brush o Pour the solution into the hopper o Use the big white brush to clean the sides of the hopper and the small clear brush to clean the

mix inlet hole o Knowing it is safe, turn on the main power switch to the machine and start the ‘wash’ mode o Let the sanitizer work for 5-10 minutes o Pull up the prime plug on each side of the machine to sanitize the prime port; push the prime

plugs down o Push the three draw handles down to drain the sanitizer from the machine o After the machine is empty, turn off the wash cycle

Be detailed on why we sanitize our machines and which sanitizers we will use, explaining the difference between a milk stone sanitizer and the regular dish washing sanitizer.

Dish Washing Sanitizer – Is a food grade sanitizer that is used primarily in the sanitizing of everyday use stores small wares, utensils, etc.

Milk Stone Sanitizer – Is Stera Sheen or Kay 5. The milk stone sanitizer is a different grade of sanitizer that will break down milk proteins. This is used ONLY for the machines and is used to sanitize the inside of the machine during the washing process and should also be used to wipe down the outside of the machines daily.

Milk Stone - a calcareous deposit which accumulates in milking machinery and utensils over a long period if proper cleaning techniques are not practiced.

Proper Dish Washing ProceduresProper dish washing procedures ensure that all debris and potential hazards are removed from all food surfaces. Dish washing can only take place in the compartment sink. No hand washing or food preparation may take place in the compartment sink.

The dish washing sink is comprised of 3 compartments, each with a specific purpose:

1. Rinse sink – is empty. Rinsing is done by utilizing the spray nozzle to remove debris prior to washing dishes. Then again to rinse the soap from dishes prior to sanitizing.

2. Wash sink – contains very warm water at least 110°F. This is typically regulated by a dispenser, and is used with scrubbing brushes and sponges to remove soil and debris from all dishes and small wares. Change the dish detergent solution when the suds are gone or the water is dirty.

3. Sanitizer sink – contains cool or tepid water & sanitizer mixture. This is typically regulated by a dispenser, but must be checked for proper concentration regularly, with sanitizer test strips. All dishes and small wares items must soak in the sanitizing solution for a minimum of 1 minute to ensure proper sanitization and safety.

4. Air-dry – after soaking in sanitizer for at least 1 minute, dishes must be air-dried on the drying racks. If dishes or small wares are needed immediately, try to remove as much sanitizing solution as possible by shaking item vigorously. Never leave knives or other sharp utensils in the sink for an unsuspecting team member to find them and have an accident.

Remember: Rinse – Wash – Rinse – Sanitize – Air-dry EVERYTIME!

The dish washing process is extremely important! This process ensures that all of our small wares, materials, and machines are clean and sanitized. Be sure that each associate knows the full dish washing process and are familiar with how to use the 3 compartment sink.

You can also use this time to go over the mop sink in your store and the importance of mopping with a clean mop head.

Opening Procedures1.Store Walk Through o Turn on lights o Fill the three-compartment sink with warm soapy water on the wash left, and cool sanitizer water on the righto Fill the individual red sanitizing buckets with cool sanitizer water and two towels each o Take all machines off the ‘standby’ mode by pressing the ‘standby’ button o Put all machines into the ‘wash’ mode 2.Prime Machines ( P ) o Verify that the standpipes in the hoppers are in the closed position with the holes up.o Stir to mix the product in machine hoppers with clean and sanitized spatulas o Drain into the white buckets and discard all product from the cylinder o Prime the machines following the “priming process for standby machines” explained on the back 3.Wash Machines (W)(W) o Drain into the white buckets and discard all product from the cylinder o Once the cylinders are empty. Remove the Stand Pipes in the back and drain the hoppers into clean and sanitized containers. Then save the product in the cooler until you are ready to fill the machine o Wash the machines following the “washing process” on the back o Sanitize the machines following the “sanitizing process” on the back o Prime the machines following the “priming process for washed and disassembled machines” on the back 4.Disassemble Machines (D)(D) o Drain into the white buckets and discard all product from the cylinder and hopper o Wash the machines following the “washing process” on the back o Proceed with disassembling the machines o Wipe off all lube from machine parts with a paper towel o Rinse, wash, rinse, sanitize, and air dry all the parts; re-assemble the machines o Sanitize the machines following the “sanitizing process” on the back o Prime the machines following the “priming process for washed and disassembled machines” on the back o Once all machines are complete change the magnets to mirror the Cleaning Schedule5.Front of House (FOH) o Wipe down front of yogurt machines and assemble outer drip trays and design capso Prepare dry topping and cold topping area o Prepare a clean and sanitized container with clean topping spoons and put inside back-up topping cabinet o Assemble berry water machine, fill with filtered water and washed strawberries o Open up tills o Turn on sound system o Open the store five minutes prior to opening time o Stock cups, spoons, napkins, and sample cups as needed o Assemble inside lobby furniture, patio furniture, and outside umbrellas, if applicable o Clean windows and glass fixtures

6.Priming Process for ‘Prime’ Machineso Person in the front will pull up the prime plug and tell the back person to remove the standpipe to start transferring mix to the cylinder o When the right amount of mix is in the cylinder, a steady stream of product will come out from the prime port o When there is a steady stream, the person in the front will push the prime plug back down and tell the person in the back that the level is okay o Person in the back will immediately put the standpipe into the mix inlet hole in the open position (hole down) o Person in the front will put that side of the machine in the ‘auto’ mode to start freezing the product o After the initial freezing cycle has completed, lift the flaps to re-engage the compressor for a second and final freezing cycle 7.Washing Process o Take the hose reel and carefully start cleaning the hopper of the machine with cold water o Use the big white brush to clean the sides of the hopper and the small clear brush to clean the mix inlet hole o Knowing it is safe, turn on the main power switch to the machine and start the ‘wash’ mode o Push the three draw handles all the way down to drain the water from the machine o Keep adding more water in both hoppers until the water runs clear in the front o After the machine is empty, turn off the wash cycle 8.Sanitizing Processo Per hopper, fill up one white bucket with cold water up to the ridge o Pour one packet of Kay-5 OR one 2-tablespoon scoop of Stera Sheen sanitizing powder into the bucket; dissolve using the large white brush o Pour the solution into the hopper o Use the big white brush to clean the sides of the hopper and the small clear brush to clean the mix inlet hole o Knowing it is safe, turn on the main power switch to the machine and start the ‘wash’ mode o Let the sanitizer work for 5-10 minutes o Pull up the prime plug on each side of the machine to sanitize the prime port;push the prime plugs down o Push the three draw handles down to drain the sanitizer from the machine o After the machine is empty, turn off the wash cycle 9.Priming Process for Washed and Disassembled Machines o Person in the back place the stand pipes in the closed position (hole up) in the empty hoppers o For (D)(D) machines pour 2 gallons of each flavor in the sanitized hoppers o For (W)(W) machines remove saved product from the cooler and add 1 new gallon of product to make a 50/50 mix o Person in the front will pull up the prime plug, push down the draw handle, and tell the back person to remove the standpipe to start transferring mix to the cylinder o A small amount of sanitizer then yogurt will dispense from the draw handle spout first o After a small amount of yogurt has dispensed from the draw handle spout, release the draw handle o When the right amount of mix is in the cylinder, a steady stream of product will come out from the prime port orifice o When there is a steady stream, the person in the front will push the prime plug back down and tell the person in the back that the level is okay o Person in the back will immediately put the standpipe into the mix inlet hole in the open position (hole down) o Person in the front will put that side of the machine in the ‘auto’ mode to start freezing the product

o After the initial freezing cycle has completed, lift the flaps to re-engage the compressor for a second and final freezing cycle

Closing ProceduresMain ObjectiveTo restore and clean the store to its prime condition, ready for next day’s operation.

1.Two hours before closing:

o Monitor yogurt levels inside the hoppers for machines to be (W)(W) (D)(D) the next day

2.One hour before closing o Rinse, wash, rinse, and sanitize all soiled small wares (be sure day dot stickers are removed)

o Once completely air-dried, return all small wares to appropriate storage locations

o Quickly rinse, wash, rinse, and sanitize all hopper covers; return immediately to hoppers

o Organize and close all inventories on/in respective shelves and refrigerators- FIFO

o Start disposing of all used boxes and garbage

o Wipe all refrigerators, freezers, counter surfaces, and stained/dirty walls by the prep table

o Clean underneath prep tables, rolling refrigerators, and freezers (no food debris)

o Scrub and sanitize the prep sink

o Detail clean all floor drains

o Sanitize the prep table

o Sweep back of house

o Using the appropriate mop, clean the walk-in refrigerator

o Wipe down empty shelves with a clean and sanitized towel

o Quickly rinse, wash, rinse, and sanitize all standpipes for (W)(W) (P ) machines; return immediately to hopperMonitor your sales activity and yogurt levels. Do this step sooner if necessary.

30 minutes before closing: o Empty all trash bins, excluding one in the kitchen for further use

o Mop the back of the house

o Detail clean restroom(s)

At closing time (5 minutes after official closing time) Machines: o Put all machines on ‘standby’ mode

o For machines (D) (D) collect all standpipes and rinse, wash, rinse, and leave soaking in sanitizer overnight as we are going to discard all product the next morning to break the cycle

o For the rest of the machines (W) (W) (P) flip standpipes to closed position with the holes up

o Remove all design caps to rinse, wash, rinse, and leave soaking in sanitizer overnight

o Starting with machine #1 moving down the line to #8, spray Stera-Sheen or Kay-5 sanitizer solution on draw handle spouts

o Starting with machine #1, scrub the draw handle spouts with clear brush

o Collect all outer drip trays – rinse, wash, rinse, and sanitize

o Push all machines away from sleeves to identify spills and stains

o Clean up all spills and stains on machines, walls, and floors (scrape floors if necessary) Front of House (FOH) o Close and lock the front door

o Turn off audio system

o Close and count tills

o Leave empty cash drawers open

o Remove all spoons from both dry and cold toppings – rinse, wash, rinse, and sanitize

o Cover all dry and cold toppings – discard any fruits that do not meet our standards

o Remove all dry toppings from counter – clean and sanitize dry topping station

o Place dry topping containers back into slots

o Return all cold toppings to the refrigerator (do not re-freeze toppings)

o Turn off cold table

o Clean and sanitize cold table – including metal bars

o Drain the berry water machine; disassemble; rinse, wash, rinse, sanitize and air dry overnight

o Clean all glass fixtures

o Sweep and mop the front of house

o Tie up and throw away all remaining trash bags

o Discard dirty towels

o Detail clean red sanitizing buckets

o Bring in any outdoor signage, furniture, and umbrellas

o Turn off all lights, including the walk-in cooler and restrooms

o Verify that the back door is securely closed

o Turn on the alarm system

o Lock all doorsExplain the importance of each of our checklists, and why we have each one. Remind the staff that these are guides for them to keep the store sparkling and need to be done daily. The opening procedures are primarily for the machines and getting the store ready to open and the closing procedures are to bring

the store back up to its sparkling clean state.

Homework Assignment 2Congratulations on completing your second day of Yogurt 101!

We hope that you are learning a lot and that you are enjoying yourself!

For your second homework assignment you will want to review all the sections that we covered on day 2 of your training. But pay particular attention to the following areas:

1. Information on Yogurtland Yogurt

2. The bacteria that is found in our yogurt

3. All the buttons and functions of the Taylor Machines

o Mix Refo Standbyo Washo Auto

4. The side view of the Taylor Machine – learn where all the parts are and their names

5. How to wash, lubricate, and assemble the Taylor Machine

6. The Taylor Machine cleaning schedule

o Prime Machineso Wash Machineso Disassemble Machines

7. The proper dish washing procedures (rinse, wash, rinse, sanitize)

At this point your staff should start to have a good overall understanding of Yogurtland and some of the basic processes of the store operations. Take the opportunity now to talk to your staff and give them an opportunity to ask as many questions as possible. The more questions they ask the better understanding they will have, and remember if there is a questions you do not know the answer to, feel free to contact the Training Department and they can answer your questions.

The third and final day of training is going to be one of the most important. You will want to focus on the importance of customer service and why it is so vital to store operations. Be sure to use scenarios of bad and good customer service so the staff is able to understand how important customer service is to have a

successful location.

Guest ServiceWho is a guest?

A guest is defined as a person to whom hospitality is extended.

At Yogurtland, we want to look at our stores as our home, and the people who enter them, as our guests. We invited them to come and see us. We want our guests to went to return and bring their friends with them next time!

If we each treat every customer as we would a guest in our own home, then we can achieve our goal of outstanding customer service. This service will set us apart from our competitors giving us an advantage and in turn making our businesses more profitable.

Why guest service is important

We have to have great customer service or our customers will go elsewhere. We purchase off emotions, and if we have a bad experience we won’t go back. We have a great tasting product, far more choices than our competitors, and a great price! That mixed with great customer service puts us above the rest and will make us the choice for yogurt!

A truly successful and lasting brand must deliver a truly enjoyable and memorable experience as well! It is important that you look at your store through the eyes of the guest. This enables you to see your store as it truly is.

SERVICE GUIDELINES

1. SERVE ONLY QUALITY PRODUCTS IN A SPARKLING STORE

- Everyone is a Director of Quality! Only serve products that meet Yogurtland standards for temperature, consistency, and freshness.

- Food safety standards are in place and followed completely. - Full Circle Service is deployed and all areas visible to the customer are clean and stocked. - Make it Sparkle – stock and clean as you go. Detail clean once daily.

2. SAY HI & OFFER SAMPLES

- Welcome every customer with a sincere “Hello, welcome to Yogurtland!” - Offer sample cups and let them know they can sample as many flavors as they’d like. - Offer samples of new flavors and share the flavor profile, facts and benefits, and your favorite

topping(s).

3. SERVE THEM WHEREVER THEY ARE AT THE MACHINES AND REGISTER

- Watch for new customers and offer to guide them through the Yogurtland experience. - Offer to-go bags for orders of 2 or more. - Don’t forget the spoons.

4. SUGGEST FLAVORS & TOPPINGS

- Engage customers and make suggestions for flavor and topping combinations.

5. THANK THEM AND INVITE THEM BACK

- Make eye contact and give a sincere, “Thank you. See you next time!”

6. TOP IT! with your unique personality

- You are a part of the Yogurtland team because of your ability to connect with people. Put your personality into every service experience and see what a difference it makes.

These Service Guidelines will always be on the home page of the cash register for the staff to review. We always want to use these guidelines as they will give each customer an overall outstanding experience. Go over each guideline with the staff to be sure they understand what is required of them as an associate of Yogurtland.

Uniform Policy & Appearance StandardsAt Yogurtland our appearance and uniform is extremely important! The uniform must be worn by ALL

staff members at ALL times, even management, no exceptions. If for any reason one of your staff members does not have the proper uniform as listed below then they are out of uniform and this should be address immediately to ensure the staff does not get in the habit of not wearing the proper uniform.

You are required to supply your staff with their shirt, apron, visor or hat, and name tag. All other items, the associate will be responsible for acquiring on their own, unless the franchisee chooses to supply any

of the additional items.

SHIRTS & APRONS

All employees must wear a Yogurtland shirt and apron

- Service Guide; Green Polo (tucked or un-tucked with a half apron)- Shift Supervisor; Black or Grey Polo (tucked or un-tucked with a half apron)- Shirt and apron must be clean & maintained

VISORS/HAT

All employees must wear a Yogurtland Visor or Hat

- When working a shift, managers and franchise owners must also wear a visor or hat- Clean and well maintained, visor or hat facing forward

PANTS

All employees must wear appropriate slacks

- All pants should be clean and well maintained, no denim, sweat pants or leggings- Service Guide; Black pants- Shift Supervisor/GM; Black or Khaki

SHOES

- Black socks- Black non-slip closed-toe work shoes

HAIR

- Natural color, neat, confined- Long hair needs to be pulled back- Guys need to be cleaned shaven or just maintained

OTHER APPEARANCE ITEMS

- YL nametag worn on the right side- Nails clean, trimmed, no polish, no artificial nails- Natural make-up- No visible piercings or tattoos- Minimal jewelry- ABSOLUTELY NO CELL PHONE OR MP3 WHILE YOU ARE CLOCKED IN

The Full Circle Service should be a staple in your store. We will want to coach the staff to be completing everything on the list regularly (at least every hour). The Full Circle Service is the key to make sure that the store is kept in a sparkling condition throughout the day, and will keep the store at a satisfactory level for all of your customers.

Service Recovery R.U.L.E.Really Listen

- Listen carefully to what the customer is saying- Never interrupt, let them talk as long as they need to

Understand the issue from the customer’s point of view

- Empathize with them by putting yourself in their situation- Apologize for the situation and tell them you understand how frustrating it is

Leave them satisfied

- Offer to do whatever it takes to fix the situation immediately- At Yogurtland every person is empowered to do whatever it takes to ensure our customers have

the best experience

End with a Thank You

- Thank the customer for sharing their concerns/complaint with you and allowing you to make it right

- Follow-up with your manager or supervisor to stop the issue from happening again to another customer

Explain the importance of recovering a customer after they have had a bad experience. A manager should typically be the person handling such issues but they may not always be available, so the staff should be coached on how to handle such situations should they arise.

Lobby Ambassador This is one of the most important positions during the stores busy times.

It is important to have someone in your store greeting every customer that walks through those doors. Use the lobby ambassador as someone who controls the lobby of the store. They should be greeting, handing out sample cups, and helping customers along the lines. This will help with the flow of traffic coming in and out of your store and keeping it clean. Having a lobby ambassador will help keep customers in your store. Customers will feel appreciated, and paid attention to.

Employee Empowerment Be sure the staff knows they have the ability to make a situation right. Ensure them they will not get in trouble for trying to do the right thing!

You are Empowered…

Webster’s Dictionary defines the word Empower very simply and to the point:

Empower v. To Authorize

This single point is perhaps the most important fact you take from this training. When a situation calls for it and a customer is not satisfied with their purchase or visit we want every single employee to be Empowered (Authorized) to do what it takes to make that customer happy with their Yogurtland experience. For instance, if a customer is not satisfied with their product, happily ask them if they would like a new one, or ask if they would like to have their money back. You should ask your Manager or store owner to help you with these types of situations. If you manager is not working with you during that shift, You Are The Manager. Always keep in the front of your mind how you would and want to be treated when you are the customer. Remember…..You are Empowered to make it right.

It is important to give your employees the power to make things “right” in the store. You want your employees to be well trained on customer service so that they know how to treat our guests. You also want your employees to be an extension of you when you are not at the store!

When a customer is not having a good experience at Yogurtland let your employees make it right! If someone drops their yogurt, your employees should have the authority to be able to give them a free yogurt on the house. Going the added distance for our customers will keep them coming back! If we go above and beyond for our customers they will let their friends know of how great we are! This will just continue to bring more business to your stores.

Studies have shown that for every good experience a guest has, approximately 10 people will find out about that experience. Conversely, for every bad experience that a guest has, it is estimated that approximately 125 people will find out about that one bad experience.

Unfortunately, people are more apt to tell others about a bad experience than a good one. The person having the poor experience will tell on average 25 people about their experience. This is why it is so important to have great customer service, and to remedy any complaints about your store.

Service Statistics

- 96% of dissatisfied guests don’t complain- 65% - 90% of non-complaining guests never come back- 54% - 70% of guests who complain will do business with you again if their complaint is resolve

o This number rises to 95% if the complaint is resolved quickly- Recovering guests pays off because they will tell on average 5 people about their new

experience- It costs six times as much to get a new guest as it does to keep an existing one

Homework Assignment 3Congratulations on completing your third day of training!!

This will be your third and final homework assignment. We hope that you have learned a lot throughout the training process and encourage you to continue studying this manual and the Micros manual as they are great resources for your time at Yogurtland.

For your final homework assignment, study the following areas:

1. The Service Guidelines

2. The Service Recovery R.U.L.E.

3. Components of the employee uniform

4. Full Circle Service

5. Cleanliness of your store

6. Customer Service section – what is a customer, and a guest?

7. Know the duties of a Lobby Ambassador is and what it means to be empowered

8. Study the Micros Employee Handbook

9. Study how to clock in/out

10. Study how to open, assign and close a till

You will also want to prepare yourself for the Yogurtland Corporate Trainer to visit and train your store in the next couple of days. They will be with you for approximately 5 days to help guide you through the day to day operations of the store, and it is important that you ask them all the questions that you have, remember they want to help! Our Training Team at Yogurtland is a great resource for you when you are learning the store operations, so please use them while they are with you.

Your Manager will explain more of what to expect when the Corporate Trainer is in your store, and also what the Trainers expect of you.

This will be your staffs final homework and test. You will now want to prepare your staff for the Corporate Trainer. Explain the how the training process will work and if you have the final schedule from your Trainer this is a perfect opportunity to let them know how the week with the Trainers will be.

You can refer to your New Store Opening Manual for a guide on how the training will be. If you should have any questions please contact the Training Department.

Quiz 1Does Yogurtland accept coupons?

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What Year did Yogurtland open its first location?

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What are some areas in the front of house that need to be maintained on a regular basis?

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How many coupons can a customer use at one time?

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What is Yogurt 101, and how will it be used?

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Why is it important to be familiar with your store and its layout?

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Quiz 2What does proprietary mean?

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What are the two bacteria that make yogurt, yogurt?

A. Lactobacillus Thermophilus & Streptococcus BulgaricusB. Lactobacillus Bulgaricus & Streptococcus ThermophilusC. Streptococcus Lactobacillus & Bulgaricus ThermophilusD. Bulgaricus Lactobacillus & Thermophilus Streptococcus

What does the term probiotic mean?

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What does the acronym ‘NSA’ stand for?

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Which button on the Taylor machine turns on the refrigeration in both hoppers?

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Which mode are the machines left on overnight?

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When and why is the Wash button used?

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Which mode is the machine left on during normal business hours?

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Explain how the Cleaning Schedule is used?

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How often should a machine be disassembled, washed fully, and sanitized?

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Explain the importance of the Opening and Closing Procedure

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Why is it important to follow the Machine Cleaning Schedule

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Explain the proper dish washing procedure

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How long should you leave items you are washing in the sanitizer?

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Quiz 3List the Service Guidelines

1. ______________________________________________________________________________2. ______________________________________________________________________________3. ______________________________________________________________________________4. ______________________________________________________________________________5. ______________________________________________________________________________6. ______________________________________________________________________________

List the steps of the Service Recovery Rule

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U:________________________________________________________________________________

L:________________________________________________________________________________

E:________________________________________________________________________________

What are the components of the Yogurtland Uniform?

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What is the Full Circle Service?

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How often should the Full Circle Service be completed?

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Explain the role of the Lobby Ambassador

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Define Associate Empowerment

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Why is customer service so important?

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Why must your store always be kept clean?

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Explain how to clock in

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How many associates should be on a single till?

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How much money is should be in an opening till?

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When would you need to do a refund?_______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Who is authorized to do a refund?

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Explain how to assign a till

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