No mater how busy we are, if you are stationed at the register, it’s your job to be present & listen to our customers. They have taken time out of there day to come to Austin’s. It’s our job to appreciate their presence.
Go above & beyond for every customer. We are a specialty coffee shop where quality is expected. Specialty coffee is not just a kind of coffee... It’s a craft & a culture.
We are a specialty coffee shop that is known for continually working on the craft of our coffee; therefore It’s important that all employees know our menu in & out.
Many times customers may have questions, or request the names of certain ingredients in the their beverage or food. It’s extremely important to learn the ingredients for each menu item including things like which items contain allergens like gluten, nuts or dairy.
If we do not have an item a customer is asking for, suggest something similar. Your main job here at Austin’s is customer service & it’s our job to serve & provide positive answers.
CHANGING PHRASES FROM NEGATIVE TO POSITIVE
“It’s not ready”
“Sorry, I can’t do anything”
“I don’t know”
“We don’t have that milk”
“It will be ready in ”
“Let’s see what we can do”
“I’ll find out”
“Our alternative milks we have are oat & almond”
Welcome to Austin’s. What can we get started for you?
Input order in POS
Okay, we have a…..(REPEAT ORDER). Does that sound correct?
Thank you, that will be $0.00 at the window OR Thank you, we’ll have the total for you at the window
Press SEND on POS
On tab name input applicable Letter (A-Z) & flip alphabet card
Order tags will automatically print at applicable station
Select applicable check/letter
Step-up to window when talking
”Greeting" That will just be $0.00
Select Pay Type & process payment
For credit cards, place signature page & receipt on clip board, along with pen and credit card. State, “Please sign the top copy & the bottom is for you”
Sanitize board and pen after every use
*If there is any issue with payments (wrong check, voided item, etc please seek assistance from a Cafe Lead)
Press 3 dots on right of POS screen
Click on Look-up Check
Enter Check Number
Select PAY & enter Tip $
Double check work
Check #, Tip amount & Total amount
Select UPDATE
Select DONE
Add your initials to receipt and place in designated Completed Box
Speak professionally vs casually
Use full sentences. No nicknames of drinks/food items with customers
Do not speak on the headset while helping someone at the window
If you can’t hear someone respond politely, “I’m sorry, what was that? Or Do you mind repeating that?
DO NOT fill “dead time” with “umms or speaking to yourself”
DO minimize “dead time” by stating, “Welcome to Austin’s, we’ll be with you in just a moment” OR “Give me just a second while I input your order”
Ensure all items are present before distributing. Orders go out all together
Fully greet our customers. Make eye contact and show appreciation. Being confident, patient, helpful & extra kind brings people back
Don’t be afraid to make it personal. Ask about their day. Say hi to their kids. Comment about their pets. Ask if there’s anything else they need
Do not have side conversations with employees while the window is open
If customer uses a credit card, it is YOUR responsibility to RETURN IT!
The card must be returned on the clip board with signature page/receipt.
Once receipt is signed, receive clipboard back from customer and make sure:
They took their card off
They left the signed receipt on clipboard
Welcome in.
Input order in POS
Okay, we have a…..(REPEAT ORDER). Does that sound correct?
Ask will this be "Dine-in or Take-out". Input accordingly
That will just be $0.00
Select Pay
“What name would you like on the order?” Enter name
Process payment
For credit card & apple/google pay, have customer use the credit card processor. When the signature page appears, flip the screen & ask to “please sign”. Flip screen back and ask if they “would like a receipt”
“Thank you, we will call your name when the order is ready”
NEVER leave POS screen facing the customer direction once transaction is complete
Fully greet our customers. Make eye contact and show appreciation. Being confident, patient, helpful & extra kind brings people back
Don’t be afraid to make it personal. Ask about their day. Say hi to their kids. Comment about their pets. Ask if there’s anything else they need
Always REPEAT the order (even if you think you know it)
Only send orders when they are totally complete with all specifications
Always ask about cream or sugar for drip coffee, iced coffees & Americanos
Confirm customer wants toppings on specified beverages such as (especially if they ask for Alternative milk):
Hot chocolate with whipped cream and caramel drizzle
Seasonal beverages that contain whipped cream and/or candy
For Straight A lattes, if alternative milk is requested, inform customer that there is 2 oz of dairy in the Straight A creamer.
For customers who specify an allergy, ensure ALLERGY is noted
Our Point of Sale (POS) platform is called TOAST. The POS is set-up to determine which items are taxable & non-taxable. Prior to giving a customer their total, it is important that you indicate their dining option as this may change their total amount. Taxable & non-taxable items are set-up as follows:
ALL dine-in purchases
Any sandwiches or bagels as they are toasted.
Non-food retail (Tea pitchers, tote bags, etc….)
Retail food (Honey, coffee beans etc…)
Take-out
Hot or cold beverages to-go
Baked goods (Cold or warmed okay)
Trainer share overview of TOAST POS set-up
Trainer shows how headset and speaker box work, both inside and outside
Scavenger Hunt: Using Austin's menu find all items in the POS, including modifications
Wearing drive-thru head-set, listen to incoming orders. Enter orders on the POS. In addition, actively listen to the interactions with customers. (Remember to remove all practice orders)
With the support of Trainer, take and enter live orders in POS.
Tags automatically print when SEND is pressed on Drive-Thru POS or PAYMENT completed on Café POS. Tags are printed according to the following guidelines:
Kitchen Printer: All non-bar beverages and food items
Drinks Printer: All beverages prepared on bars, such as espresso based, matcha and steamed beverages
Once printed, the tag should be removed from the printer and placed in the corresponding tag clip
Tags should always be placed from right to left. The right side always being the oldest tag, needing to be made first
Once someone has initiated making the items on a tag, that tag must remain with the items until they have been received by the customer
Do not leave tags loose on the counter or anywhere else unattended
Do leave the tag with completed items in the correct distribution areas to identify items and order completion
If the order is for the cafe, call out the name on the tag when all items are present
Many of our customers love the Loyalty Card program. For each DRINK purchased, a stamp is earned. (Does not include food or sundaes, such as the Affogato)
Once customer has received 7 stamps, the 8th beverage is free. When customer redeems their free beverage, rip the middle of loyalty card and place in the bottom of cash drawer. (Do not stamp the 8th one & return to customer. We keep the card once drink is redeemed)
Click on ONE drink (it will be highlighted)
Press DISCOUNT ITEM
Select FREE LOYALTY DRINK
Continue with order
Troubleshooting
If order/tag has already been printed, go to UPDATE and follow the above instructions
If more than one drink is clumped together, one drink will need to be voided, re-entered & then discount added
When this happens, you must communicate to those making drinks not to make the drink on the tag that will reprint OR ideally remove the new tag yourself
Click on Gift Cards tab in TOAST POS
Click on ADD Value
Enter the desired amount, and hit next
Swipe the gift card (must be done on Drive thru or Cafe POS, not hand-held)
Once card has been swiped hit done
Click on PAY as normal
Click on GIFT CARD on the right hand side of the screen
Swipe card
A receipt will print with the remaining balance on the card, hand that with the card back to customer
If the balance on the card was not sufficient for the payment due, notify customer of remaining balance and proceed with the new form of payment
Active employees receive a 50% discount for drink & food purchases made during their shift. In addition, if visiting Austin's on non-work time employees receive a 50% discount for themselves & 1 guest on drink & food purchases. Discounts cannot be combined with any other special offers or discount coupons. Retail discounts may vary.
Employee discount is added by a Cafe Lead:
Before or after order has been sent, click on “Discount” on bottom left of POS
Select Employee Discount, and enter Manager Code
If items are being purchased for more than the employee and one other guest, be sure to only discount items equal to two people
Employee discount is applicable to most retail items. Some seasonal items such as bouquets, jewelry, etc. may not be eligible for a 50% discount. See Alexus or Kristie for cost
On certain items, specifically gluten-friendly bread, it is okay to ask if it is an allergy or a preference. When it is an allergy, we take extra precaution.
Immediately Wash hands before touching the bread
Only place bread in the designated gluten-friendly slots on the toaster
Do not touch or prep other items while waiting for the toast if it could cause cross-contamination
Wrap item separately (or bag separately if blondie bar)
If the allergy is dairy, the only drink that cannot be made completely dairy free is the Straight-A. Suggest oat or almond milk for all other drinks
If someone needs to know what is in an item for because of an allergy (or for preference), the ingredient list can be found below the Cafe POS
No coconut for yogurt bowl: Notify customer that the granola does contain coconut in case of an allergy
Alternative milk in a Straight-A: Notify customer that the creamer does contain dairy and the drink would not be completely dairy-free
Have Compassion! First of all, have compassion. We have no idea where someone is coming from or what is going on in their life.
Be Kind! Kill them with kindness.
Listen! Be patient, be kind, listen to their concern. Do what you can to help them.
Ask for Help, if needed! If they cannot be pleased or rational, do not hesitate to bring a Cafe Lead into the situation.
Don’t take it personal! At the end of the situation, shake it off and carry on. Do your best, and try not to take it personal.
For a customer or the customers child who has spilled a drink or dropped their food, there’s personal upset, social embarrassment, a disappointed child & good money spilled on the floor.
If a customer notifies us of a spill, respond quickly. This will minimize the risk of injury.
Quickly grab towels and the wet floor sign.
If the customer’s drink is what spilled, offer to remake it. Let them know it happens and help them to not feel embarrassed.
Customer: Do you have a frapp?
Response: "Unfortunately we do not have frapps or blended beverages, but if you like your drink on the sweeter side over ice, I recommend having a Troublemaker, Iced Straight-A Latte, or any of our iced lattes with syrup added"
Customer: Do you have coconut milk?
Response: "Unfortunately we do not have coconut milk, but we do have almond and oat as a milk alternative"
Customer: What do you have that is gluten friendly?
Response: "Any of our sandwiches can be made on gluten free bread. We also have a steamed granola bowl, yogurt bowl or blondie bar that are gluten friendly”
Customer: What do you have that is vegan?
Response: "We can use alternative milk in any of our beverages. For food, our steamed granola, blondie bars and plain bagels are vegan.”
Customer: Do you have brewed decaf?
Response: "We do not have brewed decaf; however, we can make you a decaf Americano on the espresso machine.
Customer: I’m not sure what I want
Response: "What do you normally drink when you go to a coffee shop? ... (based off of what they normally get, recommend something similar on our menu) Ok, then I recommend ....... "
Customer: Can I have the Ripon Fog iced?
Response: "Yes, however for our iced Ripon Fog we use our house black iced-tea instead of Early Grey”
Customer: What is good or what you like?
Response: "My favorite is... ", "The ______ is really good!", "Our most popular drinks are _______ "
Customer: What is the Straight-A latte?
Response: The Straight-A latte is going to have our hazelnut maple sweet cream latte
