Yogurt 101
Manager 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 Contents
Day 1: Orientation
- Welcome and Overview
- About Yogurtland
- Store Tour
- Yogurtland Coupon and Discount Policy
- Homework Assignment & Preparation for Quiz 1
Day 2: Proprietary Yogurt and Taylor Machines
- What makesyogurt, yogurt
- Products & Nutrition
- Yogurtland Yogurt
- Watch Taylor Video
- Parts of the Taylor Machine
- Machine Cleaning Schedule
- Sanitizing Machines
- Proper Dish Washing
- Opening & Closing Checklist
- Quiz 1
- Homework Assignment & Preparation for Quiz 2
Day 3: Customer Service & Micros Cash Register System
- Customer Service Video
- Guest Service
- Service Guidelines
- Uniform & Appearance
- You Are Empowered
- Sampling
- Cleanliness Video
- Full Circle Service
- Clock In/Out
- Assigning a Till
- Cash Register Operations
- Cash Pulls
- Closing a Till
- Quiz 2
- 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 andby 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 hintsto 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 Yogurtland
The 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 locationsranging 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 Tour
Our 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’sCabinet
-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 Discounts
Yogurtland 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:
- Offer bi-weekly or monthly gift cards to each associate for a fixed amount
- ($.25 per hour worked, $40/month etc)
- Offer one free yogurt at the end of each shift
- Offer a percentage discount on their yogurt purchases
Homework Assignment 1
Congratulations 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 & Nutrition
Use 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 Thermophilus
It 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 Thermophilus
In 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 Yogurt
Proprietary Yogurt
This means that out of all the countlesscompetitors 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 it
Does / Claims to
Fame
Lactobacillus
Acidophilus / Mouth
Intestinal Tract / Produces an acid which may help to control the growth of fungus! / Boosted Immune System
Relief From Indigestion
Better Digestion
Lactobacillus
Rhamnosus / Intestinal Tract / Inhibits the growth of harmful bacteria in the intestine / Balances Intestinal Micro flora
Lactobacillus
Casei / Mouth
Intestinal Tract / Assists in the spread of desirable bacteria / Improve Digestion
Reduce Lactose Intolerance
Bifidobacterium
Bifidum / Intestinal Tract / Aid in digestion; associated with lowering incidence of allergies / Prevent some forms of tumor growth
Taylor Machines
At 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 View
Study 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.
Machine Parts and Functions
Use 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