SOP's

COPPER COINS COFFEE
STANDARD OPERATING PROCEDURES

Scheduling & Payroll
Dress Code
Opening & Closing Hours
Cleaning & Restocking Guidelines
Counting the Till
Punch Cards & Specials
Complaints
Progressive Discipline

1. Scheduling/Payroll

The monthly schedule will be posted on the 15th each month.
(Example: February’s schedule will be posted on January 15th)

Vacations/Time Off Requests:

Time off requests need to be given at least 7 days before the schedule for the requested time off is to be posted. There is no guarantee the request will be approved.
Example: If you have a family vacation planned for May, the request for time off needs to be documented by April 8th.
Time off requests are taken in the order they are received and only one employee per day can be approved for “requested time off” per stand.

Sick time:

*If you need to call out sick you must call the Operations Manager. Do not send a text message.
If you are scheduled for the morning shift and feel ill the night before please do not wait until the morning of your shift to call out or “wait and see” if you will feel better in the morning. Let us know so we can get the shift covered.
Sick time is accrued according to Washington State Law.

Swapping/Dropping Assigned Shifts:

You can swap or drop shifts on your schedule using the WhenIWork App.
If you swap or drop your shift using the app you are responsible for your shift until it is approved!
All shift trades MUST be documented and approved. No one is to leave early or trade shifts for any reason without having it approved first. Shift trades are only approved by the Operations Manager. Leaving early may be approved by a Manager or Assistant Manager. Managers must advise Operations Manger of reason for early departure.
Constant dropping/swapping of shifts is not acceptable due to the importance of customer report on your shift and will result in loss of shifts/hours.

Availability:

If you are in school or have other unavoidable scheduling that interferes with work you must advise us using the app so you are not scheduled during these times.
If you do not enter scheduling conflicts in the app and are assigned to work a shift during that time you are responsible to get it covered or to work the shift.
Scheduling is based on several factors (seniority, availability, customer report etc) but is ultimately decided by what is best for the stand and a business as a whole.
The less availability you have the less hours/days you will be assigned. If scheduling becomes a problem due to this you may be removed from the schedule completely.

Payday Schedule:

Payday is every Friday/every week.
The pay period runs from Sunday to Saturday.

2. Dress Code

Please put effort into your appearance. Do not show up with the appearance that you just rolled out of bed.

Your outfit, hair and makeup needs to look thoughtful and well put together. (If you don’t wear make up then a clean washed face is expected.)
Dress code can be modified at any time to black shirts, copper coins coffee gear, apron and jeans.

Branded apron provided by Copper Coins Coffee must be worn at all times on shift
Copper Coins Coffee shirt, jacket or sweatshirt
Any shirt, jacket, pants that reflect you and your individual style.
NON SLIP Tennis shoes, converse or kitchen non slip shoes (If there are non slip mats in your stand you may wear vans.)
Clean hair & hygiene
Clean nails
- No chipped nail polish or acrylic nails half way on. There is nail polish remover in each stand. You must remove your nail polish if there are chips in it.
Piercings and tattoo’s okay as long as they are not offensive.

Please do not wear the following

Open toed shoes or shoes that are slippery
- This is a safety concern. You will be sent home if inappropriate shoes are worn.
Shirts with inappropriate logo’s, designs or art on them
“Hoodies”
Dirty clothing
Dirty hair
Makeup from the day before that is smeared or running
No short shorts, low/loose hanging shirts, loose crop tops (fitted is okay with high rise jeans or pants)

3. Opening & Closing Hours

As of December 2019; Subject to seasonal changes

Stand Hours
Sunday:       7:00am - 5:00pm
Monday:       4:30am - 6:00pm
Tuesday:       4:30am - 6:00pm
Wednesday:       4:30am - 6:00pm
Thursday:       4:30am - 6:00pm
Friday:       4:30am - 6:00pm
Saturday:       6:00am - 6:00pm

Holiday Hours
Thanksgiving:   8:00am - 2:00pm
Christmas Eve:    4:30am - 5:00pm
Christmas:       8:00am - 12:00pm
New Years Eve:   4:30am - 5:00pm
New Years Day: Closed

Clocking In/Out:

You must clock in at the beginning of every shift and clock out before you leave with your employee password.
If you forget to clock in or out let Operations Manager know ASAP so it can be fixed before payroll for the week.
Payroll has to be completed by 8:00pm Monday.
Everyone must clock in within 5 minutes of their posted start times.
Example: If your posted schedule is an opening shift at 4:15am and you Clock in at 4:21 YOU ARE LATE. If you clock in at 4:09 you are too early to clock in..

EVERYONE IS REQUIRED TO SERVE CUSTOMERS UNTIL 10 MINUTES AFTER CLOSING IF A CUSTOMER PULLS UP AND YOU ARE IN THE STAND.

4. Cleaning, Restocking, Refilling Tasks & Guidelines

Each stand has a task/chore list that is to be checked off and signed every day.
Each stand has a deep cleaning schedule determined by the stand Manager.
Failure to do the checklist and/or chores on the list will result in progressive discipline.
It is up to us to take care of the next shift after us. Follow the Golden Rule.

Please DO NOT ask your partners/coworkers if they need you to do the chores on your list before you leave for the day.
You are required to do them.

5. Counting the Till

Count the till at the end of each employee’s shift.
The tills are set at $200 in small bills and coins at Parkland & Sumner locations. The till is set at $150 in small bills and coins at Buckley.
There is $200 of petty cash/small change available to exchange as needed.
Managers are able to make change at the bank on Monday’s (Tuesday is a holiday falls on Monday)
We cannot accept any bills over $20. There is no exception and there are signs on all the serving windows of each stand.

How To Count the Till

Morning Shift: Always count your till before starting your shift. You must date and initial that you have counted your till on the till sheets. If your till is short on the opening shift contact your manager.

Shift Change: The person coming onto shift will count the till to make sure the till is correct before starting their shift. The person coming onto shift who is counting the till must date and initial they have counted their till using the till sheet. (Square cash line + amount till is set to). If the till has $100 or more in $20’s they will be removed from the till and placed into a deposit bag with a completed deposit slip stating the amount of the drop, the date and the barista's initial.

Closing Shift:

Count $200 in small bills/coins for Parkland & Sumner. Count $150 in small bills/coins for Buckley. Place in till bag for opening shift.
Write down the square cash line from the daily sales on the till sheet.
Subtract any drops made or cash receipts.
Write down the cash deposit on the till sheet & deposit slip. (The cash deposit is the exact amount of cash you are placing in the deposit bag less any receipts NOT the square cash line).
Place the cash deposit in a deposit bag with a filled out deposit slip and drop into the safe.
If the till was over or short please document on the till sheet.
If your till was over please place the remaining cash in a SEPARATE deposit bag with a completed deposit slip documenting the overage, date and barista. Then drop into the safe. Do not enter this cash into the cash register.
If your till is short DO NOT SHORT THE DEPOSIT OR THE TILL. It everyone’s individual responsibility to ring customers up correctly and give back correct change. Continuous shortages or overage of the till will result in progressive discipline.

*****Deposits need to be EXACT do not round up or down.
*****Deposits should have the LEAST amount of change possible. Do not put several dollars worth of change into a deposit.

6. Punch Cards & Specials

Gift Cards:

Gift cards can be purchased in $10 and $20 increments.
There are no punches or rewards given for purchasing gift cards unless there is a specific promotion that has been approved by management.
Gift cards are treated as cash and cannot be replaced if a customer loses the card.
Punch cards can be used when redeeming gift cards since we treat them as cash.
Per Washington State Law any gift card that is $5.00 or less can be turned into the business it originated from for cash. If a customer requests this give them the remainder of their gift card in cash and collect the gift card from the customer. Place the gift card in the till with your signature on the back and how much cash was redeemed. You will need to include the gift card in your deposit as your till will be short.
1/10/2021 - Until further notice/new gift cards are decided on, Please round customers gift cards to the nearest quarter in the customers favor when redeeming their gift cards.

Punch Cards/Loyalty Cards:

Punch cards are for drink purchases only.
Customers receive one punch per drink regardless of size (ice water not included).
- Exceptions are Fill the Tray Monday, Tiki Tuesday and $3 Thursday. NO PUNCHES on those days for drinks involving those specials.
Customers may use their free drink for any 24oz or smaller beverage (customers can add boba or fruit for Red Bulls at no extra charge since we are thankful for their patronage!)
- Exception: If a customer regularly purchases a 32oz beverage use the “copper coins” stamp and stamp the back of their card. They will be able to redeem any 32oz beverage as their free drink!
If a customer would like to upgrade to a 32oz drink they may pay the difference but will receive no punches for paying the difference.
Wednesday’s are double punch days and customers receive two punches per drink regardless of size or type of drink (ice water not included).
Birthday drinks are one per customer on the day of their birthday with ID. Customers can choose any 24oz or smaller beverage.
Every customer is to be asked during check out if they have a punch card that they would like us to punch.
Good customer service is asking every time and we expect customers to be taken care of every time.
If a customer loses or forgets their punch cards start them a new punch card. Do not give them extra punches. It is their responsibility to keep track of their cards. When they find their punch card they can combine them.

Complaints

Customer Complaints:

ALL customer complaints will be given to the Assistant Manager or Manager.
How to take care of a customer complaint (barista’s and Managers approved):
- Drink made incorrectly: Example, miscommunication or misheard - you made the drink hot instead of iced. Offer to quickly make them a new drink at this visit. If they are unable to wait for a new drink to be made offer them a free drink on their next visit. Please do not offer the free drink on the next visit first. We want to make it right now if possible. (Use their punch card to punch a complete line to give them a free drink if a free drink on their next visit is necessary.)
- Poor customer service: Offer to have a Manager give them a call. Take their first and last name and the number they would like to receive a call on (if manager not on duty). PLEASE DO NOT OFFER TO SPEAK TO THE OWNER OR GIVE OUT THE MANAGERS PHONE NUMBER.
Every customer complaint will be documented/looked into and the barista that received the complaint will receive a copy of the documentation whether founded or unfounded.
If the complaint is valid there will be progressive discipline and training depending on the type of complaint.

Complaints for Coworkers:

All complaints for coworkers will be documented/looked into and the barista that received the complaint will receive a copy of the documentation wether founded or unfounded.
If the complaint is a continuing issue and has been documented 3 times there will be further disciplinary action and training depending on the type of complaint.

8. Progressive Discipline

1st offense is a documented verbal warning/re-training if needed

2nd offense is a write up/documentation/plan of action you will have to sign saying that you have been counseled twice on the issue and the steps that are being taken to correct it.

3rd offense is a final write up with documentation that you have been counseled now 3 times on the issue and a meeting on how we can correct the issue before the final step of dismissal.

4th offense is dismissal from Copper Coins Coffee