Ethan Frome - Web viewFRANCHISE OPERATIONS MANUAL. Master Table of Contents. ... Franchise...

SLOAN’SFRANCHISE OPERATIONS MANUAL

Master Table of Contents

AINTRODUCTION

Letter from the Founder and CEO..................................................................A-1

Mission Statement.........................................................................................A-3

Vision Statement...........................................................................................A-4

The History of Ice Cream...............................................................................A-5

Sloan’s—A Photographic Tour.......................................................................A-8

Services of the Franchisor Organization........................................................A-12

Responsibilities of a Sloan’s Franchisee........................................................A-16

Visits from the Corporate Office.....................................................................A-19Your Field Consultant.........................................................................A-20Field Visit Confirmation.......................................................................A-21Franchise Survey Form.......................................................................A-22

BESTABLISHING A SLOAN’S BUSINESS

Introduction...................................................................................................B-1

Sloan’s Copyright 2012Franchise Operations Manual Sloan’s Franchise LLC


Selecting Your Business Type.......................................................................B-2

Your Status as a Franchisee..........................................................................B-8

Countdown-to-Opening Schedule..................................................................B-10

Required/Recommended Bank Accounts......................................................B-11

Required Hardware and Software..................................................................B-13

Selecting and Developing Your Site...............................................................B-14Obtaining the Franchisor’s Approval of Your Site.................................B-16Developing Your Site..........................................................................B-17Site Selection Approval Letter.............................................................B-18Obtaining the Franchisor’s Approval of the Lease................................B-19

Required Lease Inclusions.............................................................................B-20

Required Insurance Coverages.....................................................................B-23

Sloan’s Decor Specifications..........................................................................B-25

Signage and Logo Specifications...................................................................B-26Logo Specifications.............................................................................B-27

Special Licenses and Permits........................................................................B-29

Health Department Regulations.....................................................................B-31

Contracting Utilities and Services...................................................................B-32



Selecting the Right Telephone Service..........................................................B-34

Approved Music List......................................................................................B-35

Micros POS System......................................................................................B-36Micros POS System—Three-Terminal Package..................................B-37Micros POS System—Four-Terminal Package....................................B-40

Office Equipment and Supplies List...............................................................B-43

Purchasing Foodservice Equipment and Supplies.........................................B-46Equipment List....................................................................................B-47Smallwares List...................................................................................B-78Disposable Paper Goods List..............................................................B-84Cleaning and Housekeeping Supplies List..........................................B-85

Food Purchasing Specifications.....................................................................B-86

Recommended Initial Inventory......................................................................B-87Initial Inventory List.............................................................................B-88

Standards of Cleanliness...............................................................................B-89

Paying Taxes.................................................................................................B-93Federal Taxes.....................................................................................B-96State Taxes........................................................................................B-100County or Town Taxes........................................................................B-102Federal Tax Filing Checklist................................................................B-103Employee Tips....................................................................................B-104

Paying Additional Fees..................................................................................B-106



CMANAGING A SLOAN’S BUSINESS

Introduction....................................................................................................C-1

Five Points of Management............................................................................C-2

Team Building................................................................................................C-4

Staff Meetings................................................................................................C-5

Store Layout, Price Points and Sight Lines.....................................................C-6

Scheduling Employee Work Hours.................................................................C-7Weekly Schedule................................................................................C-12Employee Telephone List...................................................................C-13

Conducting Inventory......................................................................................C-14Ordering Inventory..............................................................................C-15Ordering Guide...................................................................................C-17Receiving Inventory............................................................................C-18Inventory Rotation and Storage..........................................................C-19Completing the Inventory Form...........................................................C-21

Using Approved Sources................................................................................C-22Notice of Proposed Change of Supplier/Supply...................................C-23

Generating Profit............................................................................................C-24Increasing Sales.................................................................................C-29Inventory Controls..............................................................................C-31Labor Costs and Scheduling...............................................................C-32



Cash Controls.....................................................................................C-33Portioning...........................................................................................C-34Small-wares and Expendable Controls...............................................C-36Maintenance Practices and Repairs....................................................C-37

Franchise Reporting Requirements and Procedures.......................................C-39Statement of Gross Sales...................................................................C-42Advertising Activity Report..................................................................C-43

Preparing Financial Statements......................................................................C-44Sloan’s Model Chart of Accounts........................................................C-45Sample Income Statement Format.....................................................C-48Sample Balance Sheet Format...........................................................C-51

DPERSONNEL

Introduction...................................................................................................D-1

Contacting The US Department of Labor and LocalState Labor Bureaus.....................................................................................D-2

Sample Guidelines for Applicant and Employee Inquiries..............................D-3

No Toleration Policy......................................................................................D-8

Code of Conduct...........................................................................................D-9

Drug and Alcohol Policy................................................................................D-12

No Smoking Policy........................................................................................D-16

Fragrance-Free Workplace...........................................................................D-17



Media Contact..............................................................................................D-18

Use of Electronic Devices and Personal Cell Phones....................................D-19

Complying with the Department of Homeland Security..................................D-20

The Sloan’s Policy on Sexual Harassment....................................................D-22

A Profile of the Ideal Sloan’s Employee.........................................................D-24

The Recruitment and Selection Process........................................................D-26Criminal Background Check................................................................D-29Sample Criminal Background Investigation Authorization Form...........D-30Application for Employment................................................................D-3110 Key Points to Interviewing..............................................................D-32Red Flags...........................................................................................D-33Introductory Interview Questions.........................................................D-34Sample Interview Guide......................................................................D-35

Protecting the Sloan’s System......................................................................D-38Sample Non-Disclosure and Non-Competition Agreement..................D-39

Opening Personnel Files...............................................................................D-40

The Trial Period............................................................................................D-41

Establishing Personnel Policies.....................................................................D-42Personnel Policy Worksheet...............................................................D-43



Job Descriptions...........................................................................................D-48Owner/Manager..................................................................................D-49Assistant Manager..............................................................................D-53Supervisor..........................................................................................D-55Staff Member......................................................................................D-56Cashier...............................................................................................D-59

Orientation and Training of Personnel...........................................................D-61Employee Training Outline..................................................................D-63Basic Training Topics..........................................................................D-65Advanced Training Topics..................................................................D-66

Time Reporting Procedures..........................................................................D-67Time Reporting on the Micros Point of Sale System............................D-68

The Sloan’s Uniform/Dress Code..................................................................D-70

Evaluating Employees..................................................................................D-72Employee Evaluation..........................................................................D-74

Discipline and Termination............................................................................D-76Statement of Warning.........................................................................D-79Separation Notice...............................................................................D-80

EOPERATIONAL PROCEDURES

Introduction....................................................................................................E-1

Suggested Store Hours..................................................................................E-2



Daily Opening and Closing Duties..................................................................E-3Daily Opening Procedures...................................................................E-4Daily Pre-Closing Procedures..............................................................E-8Daily Closing Procedures.....................................................................E-10

General Staff Notes and Sidework..................................................................E-13

Daily Log Notebook........................................................................................E-16

Pricing Menu Items.........................................................................................E-17

Guest Check Procedures...............................................................................E-18

Catering.........................................................................................................E-20

Delivery..........................................................................................................E-21

Ice-Cream Display Case Presentation...........................................................E-22

Merchandising Guidelines..............................................................................E-23

Packaging Customer Purchases....................................................................E-25

Customer Loyalty Program............................................................................E-26

Approved Music.............................................................................................E-27Setting Music Volume.........................................................................E-28

Customer Service..........................................................................................E-29Service Skills......................................................................................E-30Waiting on Children.............................................................................E-33Customer Question Regarding a Kid’s Cup/Cone................................E-34



Customer Comment Cards.................................................................E-35Sample Customer Comment Card......................................................E-36Addressing Customer Complaints.......................................................E-37

The Features of the Micros Point-of-Sale System..........................................E-38

Procedures for Accepting Payment................................................................E-39Accepting Cash...................................................................................E-40Accepting Checks...............................................................................E-42Accepting Credit Cards.......................................................................E-46

Gift Cards......................................................................................................E-48

The Daily Cash Report..................................................................................E-49

Preparing the Bank Deposit...........................................................................E-50

Food Safety/Health........................................................................................E-51

Hand Washing Procedures............................................................................E-52

Food Inspection Checklist..............................................................................E-54

Food Preparation Procedures and Recipes....................................................E-56Whipped Cream..................................................................................E-57Waffle Cones......................................................................................E-59Decorating Cones...............................................................................E-62Dark Chocolate Coated Graham Crackers..........................................E-64Dark Chocolate Coated Oreos............................................................E-67Dark Chocolate Coated Pretzel Rods..................................................E-70Dark Chocolate Coated Marshmallows...............................................E-73Dark Chocolate Coated Rice Krispie Treats........................................E-76



Dark Chocolate Coated Strawberries..................................................E-79Milk Chocolate Coated Graham Crackers...........................................E-81Milk Chocolate Coated Oreos.............................................................E-84Milk Chocolate Coated Pretzel Rods...................................................E-87Milk Chocolate Coated Marshmallows.................................................E-90Milk Chocolate Coated Rice Krispie Treats..........................................E-93Milk Chocolate Coated Strawberries...................................................E-96Coated Apples....................................................................................E-98Caramel-Coated, Plain Apple..............................................................E-99Caramel-Coated, Dark Chocolate Apples............................................E-102Caramel-Coated, Milk Chocolate Apples.............................................E-105Caramel-Coated, Peanut Apple...........................................................E-108Caramel-Coated, Oreos Apple............................................................E-111Caramel-Coated, Smores Apple..........................................................E-114Caramel-Coated, Cashews Apple.......................................................E-118Caramel-Coated, Pecans Apple..........................................................E-122Caramel-Coated, Walnuts Apple.........................................................E-126Candied Apple....................................................................................E-130Super Thick Shake..............................................................................E-133Mudslide Shake..................................................................................E-135Caramel Shake...................................................................................E-136Old Fashioned Ice Cream Soda..........................................................E-137Double Chocolate Float (Ice Cream Soda)..........................................E-138Strawberry Fields (Ice Cream Soda)...................................................E-139Strawberry Smoothie..........................................................................E-140Strawberry-Banana Smoothie.............................................................E-141Classic Sundae...................................................................................E-142Banana Split.......................................................................................E-143Brownie Hot Fudge.............................................................................E-145Circus Box Sundae.............................................................................E-147Smores Sundae..................................................................................E-148Sand Castle Sundae...........................................................................E-149



Mom’s Apple Pie Sundae....................................................................E-151Peanut Butter Cup Sundae.................................................................E-152Kilimanjaro Sundae.............................................................................E-153Luxury Sampler Sundae......................................................................E-154Cookiewich.........................................................................................E-155Tracy’s Kitchen Sink...........................................................................E-156Flower Child........................................................................................E-157Small Ice Cream.................................................................................E-158Large Ice Cream.................................................................................E-159Strawberries (Wet Topping)................................................................E-160Pineapple (Wet Topping)....................................................................E-161Marshmallow (Wet Topping)...............................................................E-162Hot Caramel.......................................................................................E-163Hot Fudge...........................................................................................E-164Cookies..............................................................................................E-165Fudge.................................................................................................E-166Sugar-Free Chocolate.........................................................................E-167

Recommended Weekly Cleaning Procedures................................................E-168Utensils for Cleaning...........................................................................E-176

Equipment and Fixture Cleaning and Maintenance........................................E-177Chandeliers........................................................................................E-178Apple Cooker Pot-Model 4016............................................................E-180Hilliard’s Little Dipper..........................................................................E-184Whipped Cream Dispenser—Miniwhipper KW50................................E-187Waffle Cone Maker.............................................................................E-199Electro Freeze—Model 99T-RMT........................................................E-201Fudge Equipment...............................................................................E-208Continental Refrigerator......................................................................E-209Ice Machine........................................................................................E-210Dishwasher.........................................................................................E-215



Ice Cream Display Case.....................................................................E-216Countertop Convection Oven..............................................................E-223HATCO Warming Tray........................................................................E-226

Safety in Your Store.......................................................................................E-227

Store Security................................................................................................E-231

Customer Injury/Illness..................................................................................E-234

Employee Injury/Illness..................................................................................E-235

FADVERTISING AND MARKETING

Introduction....................................................................................................F-1

The Sloan’s Logo Specifications.....................................................................F-2Sample Sign Logo...............................................................................F-3

The Sloan’s Advertising Program...................................................................F-4

The Value of Advertising................................................................................F-7

Guidelines for Using Sloan’s Marks................................................................F-9Sample Sloan’s Marks.........................................................................F-11

The Soft Opening...........................................................................................F-13

The Grand Opening.......................................................................................F-14



Advertising Media...........................................................................................F-16“Franchises Available Now” Sign..........................................................F-17Sample “Franchise Available Now” Sign...............................................F-18The Yellow Pages................................................................................F-19Newspapers and Magazines................................................................F-20Direct Mail............................................................................................F-23Brochures............................................................................................F-26Constant-Contact Announcements (Email)...........................................F-27Local Store Marketing Displays............................................................F-28Billboards.............................................................................................F-29Sloan’s Logo Wrapped Vehicle............................................................F-30Radio...................................................................................................F-31Corporate Website...............................................................................F-32Local Internet (Review and Opinion Sites)............................................F-33Multimedia Websites............................................................................F-34Social Networks...................................................................................F-35Television............................................................................................F-36Specialty Advertising............................................................................F-37Loyalty Program...................................................................................F-38Gift Card Program................................................................................F-39Word-of-Mouth Advertising..................................................................F-40Publicity...............................................................................................F-42Sample Press Release Format............................................................F-44Sample Publicity Pieces.......................................................................F-45

Community Involvement.................................................................................F-49Sample Community Involvement Promotional Pieces...........................F-50

Obtaining Approval for Advertising Concepts and Materials............................F-53Request for Advertising Approval.........................................................F-54

Ordering Advertising Materials from the Franchisor........................................F-55Advertising Materials Order Form........................................................F-58


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