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BAKE THE DARN DOUGH – The last year, we were supposed to “Bake the Dough” and anyone looking at the P&L from 2006 & 2007 will surely see that all we did was “Proof the Dough” in 2006 and barely (just barely) “Mixed the Dough” in 2007. We’ve “Rolled the Dough”, we’ve “Proofed the Dough” and in 2008 it’s time to officially “Bake the DARN Dough”.  Get on board and MAKE SOME $$$$ in 2008.

 

B2B = Back to Basics – Once again, it’s time to get “Back to Basics” and there’s nothing more basic than understanding that this a for-profit company and we need to make profits.  Each of you needs to play your part in providing the absolute best in product quality and guest service so that we have happy customers who come back time and time again thereby increasing our bottom line.

 

TEAMWORK = Many Hands, Many Minds, One Goal:  $UCCE$$ - Simple:  Use your resources … that means your fellow admin staff, your seasoned managers, your seasoned associates and even your loyal customers … use your resources … if you do that will equal financial success.

 

Above and Beyond – Think about what YOU’D expect if you walked in one of our stores as a customer and then GO ABOVE AND BEYOND.  Simple as that.

 

PLUS ONE – On the rare occasions when one of your managers or associates makes a mistake, take it a step further to correct it.  This is different that going “above and beyond” because we should go “above and beyond” every minute of every day for every customer.  PLUS ONE is for those customers that we didn’t offer the true Original Bread experience too … those that we want to “kill with kindness” … PLUS ONE … PLUS TEN … PLUS FIFTY … Whatever it takes.

 

Never be Satisfied – That doesn't mean you shouldn't celebrate your success and the success of those that work for you. Celebrating those achievements allows you and others the opportunity to reflect on a project well done. But DON’T STOP THERE … NEVER BE SATISFIED!!! … Take it to the next level.

 

RULE #1 – You can change any rule to satisfy a customer.  Simple.

 

Manager-In-Charge (MIC) –Our managers must MANAGE the store.  Not from the office.  Not from the back door while smoking a cigarette. Not on expo.  Out in the store … on travel paths … looking … learning … reacting … following up … that’s how it’s done … by MANAGING.

 

Turn “Whining” into “WINNING” – Nobody ever really achieved success through “effective” whining. A WINNING attitude takes one a great deal further than a “Whining” attitude.

 

EYE CANDY – What would you want to see when you walk in our front door as a customer? Empty pastry plates? The “lone bagel” sitting in the basket? A barren bread wall? Certainly not. So make it EYE CANDY. Every minute.  Every day.  Simple.

 

Production times to OUR standards BUT GET THE ORDER RIGHT!!!: It’s more important to get the order CORRECT the FIRST TIME than it is to turn the order out in under 2 minutes WRONG!!!

 

Customers are NOT an interruption of our work – they are the purpose of it.  Excel at GREAT CUSTOMER SERVICE! BE A FRED!!! Your staff, your vendors and applicants are to be treated with the same respect as our customers.

 

Pay attention to detail … commit to quality … SIMPLE.

 

Blah Blah Blah! – Speak and act with thought … not Blah Blah Blah … USE LOGIC!

 

IVR

Every store should score equal to or ABOVE the national average in IVR scores in the categories of:

·         Accuracy

·         Great Service

·         Overall Satisfaction

·         Likely to Recommend

·         Accuracy

·         NPS (Net Promoter Score)

     – Target: October 31, 2008.

 

RESPOND … 12 hours … Follow-Up on what was promised … Follow-Up with the employee responsible … Let the appropriate people know the results … SIMPLE.

 

QUARTERLY ASSESSMENTS

District Managers, the Bakery Operations Manager and the Franchise Training Managers will continue to submit an operational assessment of each member on our managerial / admin-level baking staff to the VP, Operations and the Chief People Officer once per quarter. (FTM’s should provide an assessment of the training stores, both certified and those working towards certification, in their districts. Bakery Operations Manager should assess BDM’s and BTS’.) This assessment is to be completed no later than the last day of each quarter and should answer the following questions:

 

Each assessment should include a top 5 successes and bottom 5 areas of opportunity listing for each store in the district.

Are managers / bakers doing their jobs to the level we expect as a company?  Do they care about the concept?  Do they care about the customer?

Are proper staffing levels in place and scheduled at each store so that managers can achieve labor goals but also excel at customer relations?

Are managers / bakers progressing towards the “next step” of management?  Where are they in that process? 

Note: If you choose to have your GM’s write assessments or your AM’s, you still must include your own observations of the GM’s and AM’s.

 

Roll-Out Breakfast Sandwich company-wide – Target: C2 2008

 

Remodel (“Freshen Up”) Older Stores with New Paint, etc – Stores included are 2701, 2703, 2707, 2711, 2712, 2713, 2716, 2717, 2718, 2719, 2721 – Target for Completion: September 30, 2008.

 

FINANCIAL

DM’s whose stores PRINT OVER budget in labor and food cost will submit a daily review of their district … those whose stores PRINT UNDER budget don’t have to do any daily reports … they just have to keep running #’s.

Audit our financial statements on monthly basis through precise examination of each stores P & L statement.

 

Opening a minimum of one (1) store in 2008:

2730 – St. Joseph – Target: October 1, 2008

2731 – TBD – Target: December 1, 2008

 

Begin the process of adding a sixth District Manager to our Administrative Team with 2731  - Target: December 1, 2008.

Develop an employee major medical insurance plan for the benefit of our long-term associates. – Target: April 2008

 

BAKE THE DARN DOUGH