4/10/2018 April Newsletter - What's New with Manna Development?

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Made the right way, not the easy way. #FoodAsItShouldBe

 New Cafe!Last month we opened a new cafe in Otay Ranch / Chula Vista!

Congratulations to GM Chris Bolles who is pictured below - 

April Newsletter

4/10/2018 April Newsletter - What's New with Manna Development?

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 OperationsGo For the Gold!!

With Gold Standard visits beginning, we want to encourage you all to begin to view ourcafes from 1) A customers point of view, 2) an associates point of view, 3). An operatorsPoint of view.

The MCO (Maintained, clean, Organized) pictures, help to ensure we can show a visual ofeach area of our cafe.  Please remember to send a picture of your Gold Standard areas withyour team to Panera!!

4/10/2018 April Newsletter - What's New with Manna Development?

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 Cafe Health ­ Tip of the MonthAs we look to serve #EveryGuestEveryTime here is an acronym to help improve our CafeHealth  - 

B-L-A-S-T

Believe ­ Believe in the system and the data that the guests are giving us from the surveys.The system is consistent across all cafes and the data is a true reflection of how we measureagainst our peers. Really believe what they are saying without having preconceived notionsas to why they could be wrong in their perception of the cafe.

Listen ­  Do not spend your energy trying to debunk the comments, spend your energylistening to what our guests are telling us and looking for ways to improve on theircomments.   

Apologize ­ Apologize to the guests when we get the chance to do so. Reach out to everyguest that wants to talk to you through customer cares or leaving a phone number on thehealth site. Be sincere in your apology, we are very lucky that they are giving us a chance tofix the issue. 

Solve ­  Solve the root of the issue, don't just fix the symptom. Tell the guest what youintend to do to ensure their concerns are addressed then do it! This can almost always beaddressed through additional training. 

Thank ­  Thank the guest, explain to them that we truly value their feedback. Invite themback to the cafe to see how we plan on improving.

B k

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Bakery Education! Have you ever wondered the "why" behind some of the science ofbaking? Now you can learn through the Baking Science videos on Baguette University!Our Triple Berry Scone is coming back for this upcoming celebrations, a "berry good"addition for the summer months. 

 SafetyWe want everyone to be safe! Here are steps to prevent cuts and lacerations -

Keep hand tools (knives and scissors) sharp and in good conditionInspect machinery, equipment, and tools on a regular basis and before useRemove damaged equipment from serviceUse the appropriate equipment for the jobUse cutting devices with a comfortable handleUse self-retracting blade devicesProperly store cutting devices - Don’t leave exposed blades unattendedDon’t keep exposed blades in your pocketDon’t hold the item you are cutting in your hand, secure the item to a fixed object such

Making An ImpactSometimes you come across something that reminds us why we do what wedo. If you feel like you just manage a business, or just make soups, salads andsandwiches, you are missing your calling...read the email below we receivedfrom our Hillsboro Cafe Guest...this was sent to our GM Nicholas Nelson thisweek… 

Mr. Nelson: 

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The first three months of 2018 have been, without doubt, the worst quarteryear of my life. Without burdening you with the details, my life suddenly andunexpectedly came apart at the seams, almost literally... so much so, in fact,that I came as close as a person can to committing suicide without actuallydoing so. 

One of the primary reasons that I did NOT end my life... is your staff. In aneffort to escape from the painful circumstances I find myself in, I begancoming to your Panera location regularly, often­ 3 to 6 times a week­ to havecoffee, sometimes a modest bite to eat, to write code, network, and so on. 

Panera became a sanctuary of sorts for me, a place I could go to hide, escape,and breathe while I tried to parse out my situation and look for solutions. 

An enormous part of what made Panera such a wonderful place to go for all ofthat, as you no doubt have at this point deduced, is your staff. 

Friendly. Affable. Accommodating. Tolerant. Polite. I could go on and on. 

I know this sounds like hyperbole, but your staff played a substantial, pivotalrole in the prevention of my suicide. Your staff, quite literally and quiteexplicitly, saved my life. No exaggeration. No over­stating. I was to the point oflooking up ways to do it online, planning my note, and so on.... 

...but the smiling faces and welcoming attitude of your people gave me thattiny bit of traction I needed to dig in, hold on, and get through it. 

So... from the bottom of my heart... to you and your entire crew... 

Thank you. 

Thank You For All That You Do!

Copyright © 2015 Manna Development Group, All rights reserved. Manna Development Group E­Newsletter 

Our mailing address is: 2339 11th St. Encinitas, CA 92024 

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