SHEETZ #357 TEAM MEETING

CUSTOMER SERVICE SHOPS 2015

Categories FS Customer Service Experience- 20 points Beverage Customer Service Experience- 20

points POS Customer Service Experience- 20 points Merchandising- 5 points Restaurant Appearance- 30 points Car Wash Area- 5 points Seating Areas- 5 points Hospitality Bonus- 5 points

FOOD SERVICE CUSTOMER SERVICE EXPERIENCE

Packaging Correct wrap/ Napkin holders stocked/ 1 napkin

per item Food Presentation

Food spilled on outside of wrapper/ Messy/ Sloppy/ Not toasted properly

Accuracy & Portioning Incorrect portioning/ Missing ingredient

Food & Beverage Delivery Order not called out or unprofessional Employee raised voice and did not use

microphone Drop and Run

FOOD SERVICE CUSTOMER SERVICE EXPERIENCE AUTO FAILS

Any Missing MTO food ingredient on item Any extra items on item Employee prepares item without washing

hands Employee prepares item without wearing

gloves Hot item is uncooked

BEVERAGE CUSTOMER SERVICE

Beverage Area Fixing Bar Stocked In stock of all items/ cup carriers/ straws/cows

SBC Drink Presentation Spillage outside of cup/ coffee sleeve/incorrect

size SBC Beverage Accuracy & Portioning

More than 1 inch from top/ no foam/ unblended Self Serve Beverage Available & Fresh

All flavors available/ blinking lights/pop & iced tea available

BEVERAGE CUSTOMER SERVICE AUTO FAILS

Any missing SBC ingredient Extra ingredient 2 inches or more from top Receives incorrect drink Employee does not wash hands

POS CUSTOMER SERVICE Meets Speed Principle

3 to 1 ratio/ customer had to wait for employee to finish task

Greeting Hello/ How are you/ Hi/ May I help you/Good

morning No greeting/ Next?/ What’s up?

Smiling/ Personable No eye contact/ smile/ rude service/ throwing

money back Sheetz My Card

Does not ask any customers during visit/ does not suggest card to those who do not throw it

Thank you

POS CUSTOMER SERVICE AUTO FAILS

Arguing with Customers Mention of call offs or being short staffed Employees acting in an unprofessional

manner

COOLER & CANDY MERCHANDISING

Candy Aisle Bumps Fully Stocked No double facing 1-4 holes= 1 point 5-9 holes= 3 points 10+ holes= 5 points

Coolers Fully stocked 1-4 holes= 1 point 5-9 holes= 3 points 10+ holes= 5 points

RESTAURANT APPEARANCE

MTO Kitchen Cleanliness Unclean kitchen floor/counters, trash

overflowing, Spoilage in view, broken down boxes

Beverage Area Cleanliness Dried spills, Unclean coffee/cow

dispensers/cup’occino Glass/Coolers/ Sales Floor Cleanliness

Unclean front doors, cooler doors, windows, bakery case, floors, carpet, POS area

Parking Lot Area Sidewalks, Curbs, dumpster gates closed, paper

towels, WWF stocked, gas pumps clean

RESTROOMS

Essential Items Clean & Stocked Clean toilets, floor, sink area, mirror, doors,

ceiling, etc Stocked- paper towels, toilet paper, seat liners,

clean promise sign, and baby liners

EMPLOYEE APPEARANCE

Store Employees in full & clean uniform Clean shirt/apron/jacket Hat worn at all times Readable nametag Headset worn Approved uniform Hair care, personal hygiene

CAR WASH

Car wash area clean Trash not overflowing

SEATING AREA

Outdoor seating area added No overflowing trash Clean tables Clean/free of litter

HOSPITALITY BONUS Employees display exceptional hospitality Holding doors open/ thanking them for visit Giving Personal Attention

Assisting at order points, locating product Making requested coffee flavors during off peak

w/o hesitation Engaging w/customers at pickup window, POS

area, and sales floor Assisting at pumps Immediately reacting to a complaint in

professional way Suggestively selling loyalty specials Offering cup of coffee as part of It’s Fresh or Free Acknowledge customer by name at POS/ Pickup

window

QA CHANGES 2015

We have adopted a letter grade scoring system

Expectation is a minimum “A” standard Provides consistency between our internal

audit system and outside inspections The Bonus for receiving an A grade is

significantly higher than before

QA BONUS

Grade A (92%-100%) FT SS $100 per quarter, <40 prorated FT SA $75 per quarter, <40 prorated

Grade B (90%-91.99%) FT SS $50 per quarter, <40 prorated FT SA $45 per quarter, <40 prorated

Grade C (88%-89.99%) FT SS $20 per quarter, <40 prorated FT SA $15 per quarter, <40 prorated

Grade D or F (85%-87.99%) No Bonus

NEW ONLINE ORDERING 10/15 Soft Go Live Oct 13th

Store Employee Testing Official Go Live Oct 15th Customers can place orders via website or

smartphone Limited MTO menu no SBC

Customers must create an online account before ordering

Customers will pay in store for their orders All orders default to a 15 minute pickup time Orders will appear directly on your kitchen

monitors as though they were placed on the orderpoint

Customers will pay at the POS before picking up their order Order confirmations will have a scannable barcode

NEW ONLINE ORDERING 10/15

Why? To support our 50K F&B goal, continue to update our

menu and provide more options to our customers What do I do if the customer comes in w/o a

receipt? You can recall order as you normally would

What do I do if a customer states they placed an order online but we do not have it in our system? TCF! Apologize and make the order asap

What do I do if the customer wants to add items to their order? You may ring additional items when you ring their sale

Can a customer specify a pick up time? Not at this time

NEW ONLINE ORDERING 2015 What if a customer is having trouble viewing the

website? Make sure they do not put the www in front of the web

address Can customers make special requests?

They can try but the monitor will only show so many letters. It is best that they call the number to place special requests

Where should I hold customers hot orders? You can use either the top of fry dump or grab n go

cart If I skip an order does it impact pass/fail report?

Yes it will. Make orders in the correct order I’m seeing the same customer online order two or

more times- What do I do? Some customers get a failed message so they place

the order twice. If you see this, please call customer to confirm