BIGGBY TEST COMPLETE DETAILED
CASE STUDY
j P of PERC - Perception by customers that we respect their time and move them as quickly as possible.
E of PERC - Every customer leaves the store in a better store than when the customer arrived
R of PERC - Recognize each customer as an individual
C of PERC - Consistently produce a high quality beverage
To which letter of PERC does this relate? Greet customers within three steps of the door. - P
To which letter of PERC does this relate? Make suggestions to new customers who need help figuring out
what to order. - R
To which letter of PERC does this relate? Never serve lattes with more than 1/2 inch of foam. - C
To which letter of PERC does this relate? Thank customers for their patience when it gets busy and the
line slows down. - P
To which letter of PERC does this relate? Keep the lobby and restrooms clean by running laps every
fifteen minutes. - E
To which letter of PERC does this relate? Follow up with a customer on a conversation from the previous
visit. - R
To which letter of PERC does this relate? Engage customers with energy, excitement, and enthusiasm. - E
, To which letter of PERC does this relate? Learn customers' names, drinks, and stories - R
Mission Statement - Create one new BIGGBY COFFEE fanatic per day, per store who will actively promote
us to others!
Cultural Values - Make Friends, Have Fun, B Happy, Share Great Coffee
How and Why do we wear an apron? - Over the neck, with seams facing in, tied in the back; it keeps
germs on our clothing off of food and equipment
What is the five minute rule? - All products must be available with the door unlocked five minutes before
opening and until five minutes after closing
When a customer orders iced coffee, the cashier must ask if they would like room for cream and sugar? -
TRUE
What degrees of roast are our coffees? - Medium, medium-dark, and dark
Define the term "organic coffee" and which of our coffees are organic? - Coffee that is grown without the
use of pesticides; French Roast, Black & Tan, and Costa Rica
What is the roast of our espresso blend? - Medium
What is the refill policy for brewed coffee? - One $1.89 refill for in-house customers and people using a
BIGGBY mug
What is the refill policy for iced tea and lemonades? - One free, then next is full priced
Of what does crema consist? And what does it affect? - Consists of coffee oils and water; affects the
aftertaste and body of espresso profile
CASE STUDY
j P of PERC - Perception by customers that we respect their time and move them as quickly as possible.
E of PERC - Every customer leaves the store in a better store than when the customer arrived
R of PERC - Recognize each customer as an individual
C of PERC - Consistently produce a high quality beverage
To which letter of PERC does this relate? Greet customers within three steps of the door. - P
To which letter of PERC does this relate? Make suggestions to new customers who need help figuring out
what to order. - R
To which letter of PERC does this relate? Never serve lattes with more than 1/2 inch of foam. - C
To which letter of PERC does this relate? Thank customers for their patience when it gets busy and the
line slows down. - P
To which letter of PERC does this relate? Keep the lobby and restrooms clean by running laps every
fifteen minutes. - E
To which letter of PERC does this relate? Follow up with a customer on a conversation from the previous
visit. - R
To which letter of PERC does this relate? Engage customers with energy, excitement, and enthusiasm. - E
, To which letter of PERC does this relate? Learn customers' names, drinks, and stories - R
Mission Statement - Create one new BIGGBY COFFEE fanatic per day, per store who will actively promote
us to others!
Cultural Values - Make Friends, Have Fun, B Happy, Share Great Coffee
How and Why do we wear an apron? - Over the neck, with seams facing in, tied in the back; it keeps
germs on our clothing off of food and equipment
What is the five minute rule? - All products must be available with the door unlocked five minutes before
opening and until five minutes after closing
When a customer orders iced coffee, the cashier must ask if they would like room for cream and sugar? -
TRUE
What degrees of roast are our coffees? - Medium, medium-dark, and dark
Define the term "organic coffee" and which of our coffees are organic? - Coffee that is grown without the
use of pesticides; French Roast, Black & Tan, and Costa Rica
What is the roast of our espresso blend? - Medium
What is the refill policy for brewed coffee? - One $1.89 refill for in-house customers and people using a
BIGGBY mug
What is the refill policy for iced tea and lemonades? - One free, then next is full priced
Of what does crema consist? And what does it affect? - Consists of coffee oils and water; affects the
aftertaste and body of espresso profile
