Information
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Store #:
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Store Name
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Date and Time:
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Manager On Duty:
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Prepared by:
CUSTOMER SERVICE
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SWITCHBOARD - Did the crew member use a proper greeting with their name? Did they have a "smile" in their voice, friendly not rushed? Did they read the order back, suggestive sell, tell the cost, thank, and use a proper closing with Sonic in the wrap-up? Are all switchboard terminals and headset in good repair?
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CARHOP CUSTOMER INTERACTION - Did the carhop greet the customer smiling and look them in the eyes, introduce themselves, read back the order, tell the cost, offer them ketchup, thank, and mention red button. Was only 1 order delivered at a time and apron stocked?
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CHECK BACK - Are Check Backs being routinely done?
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SKATING - Is anyone wearing skates? Does the store have any skaters hired? Do we have the proper safety equipment for skaters?
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CARHOP HUSTLE - Are the carhops hustling (walking with a purpose or running)?
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DRIVE THRU - Is someone greeting the customer at the DT window within 10 seconds? Is the hop out door being utilized?
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MANAGER INTERACTION - Is the Manager on Duty aware of all areas of the business, walking throughout the store both on the inside and outside? Is the manager constantly checking the exterior of the restaurant and greeting guests? Are they stuck in a role position?
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PACKAGING - Are the Sack Setting Guidelines being followed according to the Operations Manual? Are sacks being set on the tray with the logo facing the customer, and the carry-out tray facing the carhop? Are the Wacky Pack Toys bring given match the POP outside, and no mints being served with the Wacky Pack?
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MUSIC - Is the Sonic Radio playing at the appropriate volume?
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Photos:
SPEED OF SERVICE
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Reply Time:
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Kitchen Production Time:
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Carhop Tray Time:
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Average Time:
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Late Ticket %:
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Critical Late %:
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COMMUNICATION - Is there constant communication between the managers on duty and the crew members? Is direction being given and people moving with a purpose?
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COOK AWARENESS - Are cooks dropping what takes longest to cook first and is there a kitchen QB taking care of business?
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RUSH PREP - Is the store stocked and ready to go for the next rush? Was the shift change smooth? Did the managers communicate with each other during the shift change?
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SENSE OF URGENCY - Is every employee working quickly and with a sense of urgency? Does getting orders prepared and out to the customer take priority over other duties? Is the crew working as a team? Is anyone clocking out orders early?
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CLEAN AS YOU GO - Do crew members demonstrate a clean as you go mentality? If a piece of trash falls to the ground or if a spill is created, do crew members alert each other to take care of it or fix the problem themselves?
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SERVICE GOALS - Are the service time goals (reply, AV time, late tickets, green shifts) posted, and is the crew aware of them? Is the crew aware of recent Mystery Shop scores and Fantrak scores? Is management using these to motivate the crew?
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Photos:
EXTERIOR CLEANLINESS
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LED BOARD - Are both sides working correctly with no black squares? Is the primary promotion posted or in rotation?
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MENU HOUSINGS & DT - Is the menu (check ALL) clean, no sticker residue, in good repair? Are all PAYS units working properly? Do all menu board speakers work properly and convey the proper volume for the customer to hear?
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DT CONFIRMATION BOARD - Is the DT Confirmation Board working properly, both displaying correct messages and confirming the guests orders?
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LANDSCAPE - Is the lawn mowed & trimmed? Is the lawn and landscaping free of weeds, trash and debris? Is the irrigation system operable. Do the flower pots (I/A) have something eye appealing in them? Are there any visibly dead plants or trees that need attention?
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LOT - Is the lot and sidewalk area free of excessive grease, oil, litter, gum, clutter, etc? Is the concrete in good condition? Does the striping look good?
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POWERWASH - Is the lot being regularly power-washed? Is the Easiwash Machine in good repair and does the gun work properly?
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TRASH CAN LIDS AND DUMPSTER - Are all trash can lids free of debris, sauce stains, and look eye appealing? Are the trash cans lined, and not over-flowing? Is the dumpster area clean and in good condition?
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PATIO - Is the patio area clean & organized? Is all furniture in good repair?
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Is Sonic Radio working, sound clear and volume appropriate?
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ENTER / EXIT SIGNS - Are the Enter/Exit Signs working and in good repair?
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EXTERIOR LIGHTING - Are all menu board and showcase lights working? Are all canopy, building lights, lot pole lights, and patio lights working and in good condition?
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WINDOWS - Are all windows clean (including doors)? Is there any clutter on the inside window ledges? Do we have too many clings in the windows? (No more than 50% of windows covered by clings)
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RESTROOMS - Is the interior clean? Is the sink, toilet, hand dryer/paper towel dispenser in good working order? Is there a hand washing sign posted? Is the trash can clean, lined, and have a lid?
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Photos:
INTERIOR CLEANLINESS
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FLOORS - Are the floors clean and in good condition? Are the baseboard being cleaned routinely? Are the floor drains debris free and routinely cleaned?
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DOORS - Are the interior doors, including glass doors, being wiped down and are smudge free? Are the back exit and restroom doors clean and free of marks?
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WALLS AND CEILINGS - Have the walls been properly cleaned, and free from any product stains? Is the ceiling and vents also being routinely cleaned and free from dust?
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ICE MACHINE STATION - Is the Ice Cream Station clean and being constantly wiped down? Is the shake machine spindle and mixing spindles constantly being sanitized after each use? Is the Ice Cream machine being properly broken down and clean on a regular basis? Is the Ice Cream Station fully stocked?
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FOUNTAIN AND SLUSH - Is the Fountain and Slush Station clean and free of spilled syrups? Are crew members constantly cleaning any drips or spills?
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FRYER AND GRILL - Is the fryer and grill bring properly cleaned, and free of excess grease build up? Is the oil quality good and not too dark? Is the oil properly being rotated? Is the equipment in good repair and working properly?
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HOT DOG STATION - Is the Hot Dog Station clean, and free of any spills or debris? Is the equipment (corral, steamers, warmer) in good repair and being properly cleaned? Is the station stocked and ready for rush?
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DRESSER STATION - Is the Dresser Station being properly maintained, clean, and free of excess debris? Is the surrounding free clean? Is the dresser refrigerator properly working and have a thermometer present?
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SINKS - Are all hand washing and 3 compartment sinks clean? Are there hand washing signs posted at all stations? Is the soap and sanitizer properly filled and available? Are the towel dispensers stocked?
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FOOD PREP - Are all food prep areas clean and being properly sanitized after each use?
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BOXES AND DEBRIS - Are all boxes being properly broken down and properly stored? Is any trash around work stations being picked up?
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ORGANIZATION - Is the store organized, with product properly stored on shelves? Are the shelves in good repair, with casters cleaned and present on all racks?
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Photos:
QUALITY
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FREEZERS & COOLERS - Is everything in the freezers and coolers dated correctly? (FIFO, Temper Tags, daymark printer labels)
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ICE CREAM - Is the ice cream product being made according to the recipe (weighing, correct overrun, proper portioning)? Does the finished product have a good eye appeal? Is the store using a clean, mold free cutting board? Are all of the pumps and ladles in the fountainette dispensing 1/2 oz portions?
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DRINKS - Is the ice portioning correct and is the quality of the ice good? Does the drink taste good? Are drink spills being wiped off? Are real cherries being served with all cherry flavored drinks and slushes?
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ENTREES & SIDES - Are all appropriate timers being used? Is the product hot, fresh, and taste good? Is it being made correctly and have good eye appeal? <br>1. Hot Dogs - Appropriate amount on hand, good quality, proper temp (>165 to <190), and Coneys are portioned properly & made neatly. <br>2. Chili/Gravy - Is being heated in separate cooker or on the grill, appropriate amount is being held, not mixing "old" & "new" using separate spoons, proper temperature (>165 to <190). <br>3. Bacon - Good quality, not burnt, correct amount on hand, stored in a warmer or reheated on the grill. Is there a press sitting on the grill?
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FRYER OIL - Is the oil in good condition, at the proper level, and being skimmed regularly? Is the shortening being filtered twice a day? Are the fryers clean and being boiled out on a monthly basis? Are baskets being shaken 1/2 way through cooking time and before dumping? Is the product being pulled up early, or being dumped directly from the basket to the carton?<br>1. FF/TT - Cooked from a frozen state, cooking no more than a 1/2 basket at a time, properly salted & portioned.<br>2. O-Rings - Good quality and portioned correctly. <br>
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PRODUCTION & BUILD TO'S - Is management controlling the food production and aware of the current build to's? Are all employees being taught new LTO build-to's?
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PREP & TEMPER CHART - Is the Prep Chart being completed by management only, accurately, and up to date? Is produce rinsed off prior to prepping? Tomatoes - Listed as "each" on the prep chart, being cored, using false bottoms, and do they meet the bare minimum requirements (Edible)? Are the build to's in line with store volume? Is the Temper Chart being utilized, and is the correct amount of product being tempered? List any problem areas or recommendations.
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BREAD / TORTILLA - Is the bread being rotated properly and within the use through date, prepped when necessary, wrapped up overnight, and bread ties stored or discarded so that they will not fall into condiments? Are the tortilla shells in good quality and being stored in an approved container?
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SIGNAGE - Are the proper charts posted (tongs, cook/hold times, grill placement chart, filtering procedures)?
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ONION RING PREP (I/A) - Are the onion rings being prepped per procedure (2-1 water to batter ratio)? Is refrigerated water or coke fountain water being used for the onion ring batter, and is the batter being held in a cold pan/ice bath? Are the trays of onion rings being covered and dated?
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TEMP LOGS - Has the Temperature Log been properly filled out? Has it historically been done?
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Photos:
SYSTEMS AND PROCEDURES
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Manager Book - Are the managers properly filling out the manager log, voids?
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CASH MANAGEMENT - Enter MTD over/short. Is the cash drawer locked at all times? Are the carhops dropping consistently? How much opening money is in the store?
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MANAGEMENT & CREW APPEARANCE - Uniforms/Grooming - clean and neat, any facial hair must be neatly trimmed. Does management and carhops have on name tags, are all employees FSA compliant, is everyone following the guidelines set forth in the employees hand book? No off duty employees should be hanging out at any time.
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DESK, SURROUNDING AREA - Is this area clean, neat, and organized? Does the GM have an organized and effective routine for taking care of administrative duties? Are all proper business licenses and permits posted and up to date?
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SCHEDULE - Review the schedule. Is management following the scheduling requirements, seeing a mixture of all day parts? Is the schedule staffed properly for servicing the customer, keeping the store clean, and in a productive manner?
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MANAGEMENT - Is management effectively directing the crew and "running the store", with minimal talking? Are employee breaks affecting service in a negative way?
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SAFETY - Are the general safety and security procedures being followed? (Ex. the store has a 1st aid kit properly stocked and a blood borne pathogen kit on hand, the crew is wearing slip resistant shoes, back and side doors are locked, cutting gloves on hand, no fewer than 2 people in the store at anytime, etc)
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LSM - What has the store done since your last visit? Is management walking the lot and talking to customers? Does the GM have a written LSM plan? Is the store being decorated for holidays, etc?
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EMPLOYEE DISCOUNTS - Is a manager ringing up employee orders and is it being done correctly with the correct discounts? Is there a receipt accompanying the item(s) purchased?
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WEEKLY PAPERWORK - Is the weekly paperwork being properly organized and filed? Is everything required by the office being turned in on time?
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