Brilliant Basics Walk Through

• Location
  Address

• Conducted on

  Date

Customer service: We create inspired moments in each customer's day

• Connect with a customer - Ask about service experience - Note comments and suggestions - Share feedback with team

Cafe and retail zone

• The store’s interior and exterior are clean and well maintained

  Yes

  No

  N/A

• Baristas connect with customers in cafe above what is required to complete tasks

  Yes

  No

  N/A

• Bussing routine is executed to standard

  Yes

  No

  N/A

Food and POS zone

• First connection occurs within 30 seconds of entering the store

  Yes

  No

  N/A

• Baristas always offer a friendly genuine greeting, smile, make eye contact, say thank you and connect beyond the requirements of the order

  Yes

  No

  N/A

• Retail, food case and transaction plane is well stocked and set to sirens eye

  Yes

  No

  N/A

Bar and Handoff Zone

• Baristas always offer a friendly genuine greeting, smile, make eye contact, say thank you and connect beyond the requirements of the order

  Yes

  No

  N/A

• Baristas follow the beverage routine and sequencing steps

  Yes

  No

  N/A

• Correct beverage production level and pace

  Yes

  No

  N/A

Additional Comments

• Notes

• Photos

  Media

• Number of partners on shift

• Accurately Staffed?

  Yes

  No

  N/A

• Number of partners focused on customers

• Meeting customer needs?

  Yes

  No

  N/A

• Deployment sheet

  Media

• Correctly completed

  Yes

  No

  N/A

• Deployment model

  Drawing

• Correct model in place

  Yes

  No

  N/A

• Beverage quality assessment

Beverage

• Beverage Name

• Does the beverage meet our quality standard?

  Yes

  No

  N/A

Speed of service

• Speed of service observation

SOS

• Join Queue

  Date

• Description

• Number of customers in POS queue

• Number of customers in handoff queue

• Receive beverage

  Date

• Total speed

  0-3 minutes

  3-6 minutes

  6-9 minutes

  9 or more minutes

• Customers observed leaving the line