ICE AFTER THE GRAND OPENING

BLOCKBUSTER

This section of the manual will provide you with the steps you need to operate your Shave It smoothly

on a daily basis. However, there is no substitute for direct, hands-on training. These discussions are

designed to enhance that training. They outline the various aspects of running a Shave It business on

a daily basis and are meant to serve as a reference.

By implementing the recommended procedures in your operation, you and all other fran�

chisees will benefit. Not only will your franchise make a good name for itself, but the en�

tire franchise network will as well.

If you have any questions regarding the operation of your Shave It franchise, contact your

field consultant or the corporate office.

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ICE ICE BABY

Suggested Hours of Operation

As a Shave It franchisee, you are encouraged to maintain regular operating hours so your customers will have a clear understanding of when you are open and when you are closed.

The franchisor recommends that you be open during the following hours:

SUMMER HOURS:

Sunday – Thursday11:30 a.m. to 10:00 p.m.

Friday – Saturday11:30 a.m. to 10:30 p.m.

NON-SUMMER HOURS:

Sunday – Thursday11:30 a.m. to 9:00 p.m.

Friday – Saturday11:30 a.m. to 10:00 p.m.

As a business owner, you will need to weigh the pros and cons of closing your store dur�ing a holiday. You will also have to make a decision based on the customs in your particu�lar area and the potential for business at your store during those times. However, all Shave

It franchises may close only in observance of the following holidays:

NEW YEAR’S DAY

THANKSGIVING DAY

CHRISTMAS DAY

MAY CLOSE EARLY ON CHRISTMAS EVE AND NEW YEAR’S EVE

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Daily Routines

Both opening and closing procedures help set the tone for the business day. If the open�ing procedures are not properly completed, your Shave It will not be prepared for the

morning’s operations and customer service will suffer, which will ultimately result in loss of revenues. If the closing procedures are not properly completed, they will need to be

completed the next morning, which will interfere with the opening procedures and possi�bly delay the opening of the store for the day.

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Manager Crew Leader:

Turn on all lights.

Assign duties for the day by position: Shaver, Syruper, and POS.

Take out 10 ice blocks to sit and temper (see “TEMPERING ICE”, page D-36).

Take out any trash that is left out from the night before.

Check cleanliness of store.

Open the safe and put $150 in both registers.

Check to see if more 1 dollar and 5 dollar bills are needed for the day.

Check change bag to see if it needs to be refilled.

Opening Procedures

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Bring out the patio furniture and set up chairs and tables (clean them if needed).

Turn on ice cream cabinet light and then remove ice cream lids and turn on water. Fill dipper well.

Turn on shavers; check to make sure foot pedal is working properly.

Turn on fountain.

Take syrup guns out of buckets.

Turn counter lights on.

Move sugar-free syrups into the island and set out frost and caramel.

Make sure syrups are stocked in the reefer and there are no empty boxes.

Turn TV and music on.

Put ice blocks into island reefer (see “TEMPERING ICE”, page D-36).

Check bathroom to make sure it is presentable.

Bag and refill ice blocks when second crew member comes (see “MAKING ICE

BLOCKS”, “HARVESTING ICE BLOCKS”, and “STORING ICE BLOCKS”, pages D-31 to D-35).

Restock and clean store. Make sure floors, front doors, windows, bathroom, table tops and bases, and counters are clean.

Fill water pitchers.

Take inventory of syrups, sugar-free syrups, ice cream, and store supplies.

Start the day with 300 large cups and 500 small cups, which should be more than is needed that day. This will reduce the chance that your crew will need to get more cups during the day.

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Manager: At 4:30 p.m., count registers to make sure money is correct and then deposit whatever cash is due.

At 4:50 p.m., distribute tips to fellow crew members.

At 5:00 p.m., let oncoming manager know details of the day and give him/her register keys.

Crew Leader: Greet customers with a smile.

Focus 100% on customers. Talking among yourselves or with friends stops when there are customers waiting.

Keep your crew motivated.

Make sure store is clean and friendly.

Find things to keep your crew busy. Help the shift after you: keep islands stocked; keep tables clean; make sure there are ice blocks in each shaver; make sure there are enough ice blocks tempered (see “TEMPERING ICE”, page D-36).

Assign jobs for your crew regardless of morning, noon, or night shift.

Send crew members home if it is slow.

Count tip jar (out back).Shredders: Clean tables, including underneath rim of table.

Clean chairs and legs. Make sure they have no syrup or other dirt on them.

Put chairs around tables neatly.

Spot sweep.

Wipe up syrup spills with wet paper towel.

Keep floor in island as dry as possible.

Restock cups and lids in front and back.

Keep spoons in island full and a full supply under shaver.

Keep all napkin dispensers full and have supply under shaver.

Refill sample cups in island and supply under shaver.

Clean syrup stations with soap and sponge, including guns.

Wipe down all counters; remove everything on top and put back after cleaning.

Put syrup guns in buckets of water.

Clean ice cream case, including covers, before putting them on ice cream.

Wipe down everything inside island using cleaning supplies and clean towel.

Put sugar-free syrups in fridge in back room.

Empty all trashcans – outside, in back, by benches, by ice cream, inside island, and in bathroom – and put in new trash bags.

Place all trash bags inside can in back or anywhere on cart. Nothing can touch outside floor.

Get bathroom cleaning caddy and take into bathroom.

Wipe down everything using disinfectant spray.

Use toilet scrubber to clean inside of toilet.

Make sure trash is empty.

Make sure paper towels, toilet paper, and soap dispenser are full.

Sweep and mop the floors.

Do ice blocks in back room (see “MAKING ICE BLOCKS”, “HARVESTING ICE BLOCKS”, and “STORING ICE BLOCKS”, pages D-31 to D-35).

Wash dishes (spray bottles, ice cream lids, frost containers, etc.) and clean the sink.

Sweep and mop the floor with clean water.

Organize back room; make sure everything is where it belongs.

Closing Procedures

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Crew Leader: Make sure the store is clean – counters, floors, windows, glass, tables and chairs.

Check the bibs (bags in a box) in the refrigerator. If empty, throw away and get new one for the back room.

Prepare deposit. Record money being put in bank on the deposit slip. Two people need to count the money two separate times and sign.

Record all entries in book.

Erase duties and leave any notes for morning crew.

Shut off all lights.

Lock front and back doors.Shredders: Clean and organize back room.

Restock the freezer syrups. This must be done every night!

Put back all leftover ice blocks in freezer (see “STORING ICE BLOCKS”, page D-35).

Put sugar-free syrups in reefer.

Empty all trashcans throughout store; bring to dumpster – no trash can be left out back.

Bring in outside trashcans.

Bring in patio furniture.

Clean floors, tables, table bases, chairs, chair bases, and island.

Put back ice cream lids and turn off lights.

Wash and put away scoopers; turn off scooper sink.

Turn off ice cream sink.

Turn off lights, music, DVD, A/C, and fountain.

Empty and wash water jugs.

Clean bathroom and stock with paper towels and toilet paper.

Restock everything.

Place syrup guns in water buckets.

Customer Service

Customer service means more than just being pleasant to your customers. It means re�specting them, caring about their needs, and taking pride in the way you conduct yourself and your business. Remember that everything you and your staff do is directly and indi�rectly related to customer service.

Shave It provides customers with knowledgeable staff and great products. Our customers have come to rely on Shave It for:

The most crucial aspect of our success, however, is the fact that we are there to provide

excellent customer service by going beyond customers’ expectations to ensure every cus�tomer’s experience is a positive and fun one.

How well we provide customer service has a significant impact on our success. It directly affects our ability to grow and retain current customers. The expectation is for complete

customer satisfaction, and the goal is for complete customer loyalty.

Shave It Customer Service Philosophy

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Shave It’s customer service philosophy:

The customer is always right.

Exceed expectations.

Provide a unique experience that allows customers to enjoy the fun and energy of a vacation.

Give shredders the authority to make decisions using best judgment.

Welcome each customer warmly. Smile, be friendly, and make good eye contact.

If you do not recognize him/her, ask if the customer has been to Shave It before.

If yes, ask if he/she has any favorites – kinds of combos, ice cream, etc.

If no, educate the customer on our menu and products. For example, explain that our combos are based on tastes that work well together, but that our customers can create their own combos by combining their choice of flavas.

Ask the customer what his/her taste preference is – tropical, dessert, etc. – and offer a related sample.

The development of quality customer service doesn’t happen overnight; it requires effec�tive training and management on your part, as well as dedication and cooperation among

all managers and shredders.

Customer service is the never-ending pursuit to keep customers so satisfied that they tell others of the way they were treated at Shave It. Customer service is an attitude. The reality

is that customers see only the attitude of the shredders present. If shredders rush a cus�tomer, are not respectful, or simply allow a bad day to impact how they relate to custom�ers, ultimately it means a bad experience for customers.

Communicate your customer service expectations and goals to your staff; make sure they

understand the importance of quality customer service and satisfaction to the business. You are in a business where you need to not only establish but also maintain personal rela�tionships with your customers. This is most successfully accomplished by exceeding their expectations. Remember…under-promise and over-perform.

Providing Excellent Customer Service

There are steps you can take to guarantee that your customers are happy and feel good

about coming to Shave It:

In an effort to ensure customer satisfaction, always encourage feedback from your customers. Many dissatisfied customers will not give you

a second chance; they will just go elsewhere

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Developing winning customer service: Establish customer service goals and objectives. This begins during

the recruitment process, by providing an explanation of what’s expected of Shave It employees. Teach them how to meet these goals during training and reinforce your customer service goals in meetings, reviews, etc.

Examine all potential staff members for their customer service skills.

Benefits of Shave It:

Friendly, knowledgeable staff

Excellent quality

Unique experience

Obtaining Customer Feedback

Handling Customer Complaints(What’s a Complaint?)

Since we have already noted the importance of customer satisfaction, what do you do if you have a dissatisfied customer?

Try first to defuse the situation before it becomes a complaint. Offer a dissatisfied cus�tomer a free Shave It, and turn a potential customer complaint into a real customer compli�ment. Have eyes in the back of your head. Did a customer wait a long time? Hand them a

Shave It card and thank them for their patience.

When a customer does complain, don’t take it personally and always try to be fair and re�spectful. Let the customer vent, and listen! Do not be confrontational. Look at complaints as opportunities to receive valuable feedback from your customers, and then to “wow” them. Do not feel threatened; remain courteous and in control. Ultimately, you want your customers to be your best promoters⎯not your worst. You have to walk a fine line when

customers come to you and complain about the service they have received from one of your staff. On the one hand, you need to support your staff person; yet on the other, you

need to empathize with the customers. Never criticize your shredders in front of custom�ers, and always apologize to customers. Once customers have gone, use the complaint as an opportunity to educate your shredders. Help them see what they did right and how

they could improve next time. Remember that you are in a relationship-oriented busi�ness. You want to do everything you can (within reason) to win back dissatisfied custom�ers.

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Methods to gather customer feedback:

Ask customers directly for their comments.

Provide comment cards for customers to complete. Place a customer comment box in a visible location where customers can leave completed cards.

Let customers know they can provide feedback at our website.

Encourage good friends and family to “mystery shop” your store and provide their feedback.

Hire a “mystery shopper” company to do a formal evaluation of your store from the customer’s point of view.

Ultimately, your goal in customer service is to do whatever you can to retain business even if it means being taken advantage of by customers. Encourage feedback and open lines of com�munication in an effort to ensure customer satisfaction. Always be fair with customers and

endeavor to satisfy them. Even if this means a loss of revenue in the short term, it will go a

long way towards building a reputation for your business and the Shave It name in the mar�ketplace for the long term.

Handling Refund Requests

As with complaints, we hope you do not receive many requests for refunds. Refund requests that are spawned from a customer complaint should be handled on a case-by-case basis. Re�member, take a long-term view when dealing with customers, and understand that you will need to refund money every once in awhile. Choose your battles wisely.

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Try to discover what will make the customer happy. Assure customers that you will do everything within your power to satisfy them.

Attempt to find a way to recover the customer without compromising your business. For example, you may exchange the product in question for a similar product or similarly priced product.

Steps for handling a complaint:

Look for situation and, if possible, defuse it before it happens.

Handle the situation immediately and effectively.

Try to address all complaints in private, rather than in front of other customers.

Be empathetic. Remember that the customer is always right.

Gather information. Listen and discover what customers have to say. Always be patient and allow customers to air their complaints. Be attentive.

Express an understanding of the problem and restate the customer’s position.Apologize for any inconvenience the problem may have caused.

Understanding Customer Offering It is imperative that your staff be completely familiar with the products that Shave It carries. By possessing a thorough knowledge of each product, your shredders can converse easily with the

customers, educate them, and begin to develop a passion for the products in the customers, creating a loyalty for Shave It.

The Ice

Shave It ice is a soft cup of snow, packed just enough to hold the flavors in. Not to be con�fused with a snow cone, Shave Its have zero crunch and no straw is needed. The snow is so soft it melts in your mouth. Shave Its come in two sizes: Home (8 oz.) and Go Big or Go

Home (16 oz.).

Flava’s

Our exclusive flavas come from all parts of the world. They’re so natural customers will think they are on vacation.

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Steps for handling refund requests:

As a first attempt to rectify the situation, offer to replace the product or offer another similarly priced product free of charge. Express that you are glad to replace it for the customer.If that is not sufficient to appease the customer, offer to give the customer’s money back.

Issue refunds in the same form as the original payment or give them a gift card.

FLAVASFLAVAS SHAVE IT OUR WAYSHAVE IT OUR WAYCherry CH Root Beer Float RBFBanana BAN Nintendo Crash CRASHRoot Beer RB Susie Q SQVanilla VAN Neptune’s Cocktail NEPTUNEMango MAN Chillax CHILLAXGuava GUAVA Yard Sale YARDLime LIME Arctic Cougar ARCTICLaLychee LY X Factor XFrench Vanilla FV South Shore Birthday BIRTHDAY/B-DAYRaspberry RAZ Flamboyant Wheezy FLAMGrape GRAPE Fancy Pants FANCYCotton Candy CC Fly Bye FLYCoconut COCO Catch a Rainbow RAINBOWPink Lemonade PL Tropical Swell TROP. SWELPineapple PINE Experienced Tropical Swell EXP. SWELLMelona MELONA ICE CREAMSICE CREAMSPassion Fruit PASS Brazilian Coffee COFFEEStrawberry STRAW Chip Happens (Mint Chip) MINTLemon LEMON Oreo Speedwagon OREOFrap A Chica FRAP Cookie Dough CDHawaiian Punch HP Dutch Chocolate CHOCOrange ORG Island Macadamia Nut MACBobble Gum BG Peanut Butter with a Crunch PBGreen Tea GT Vanilla Bean VAN

Rainbow Sherbet RAINBobble Gum BGPumpkin PUMPPeppermint Stick PEPEgg Nog EGG

Shave It Lingo/ Combos

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Arctic Cougar – Frosted frap-a-chica with vanilla ice cream, or

“An older woman who doesn’t snowboard or ski, just sits and waits in the lodge for the young guys to come in” “An older woman who doesn’t snowboard or ski, just sits and waits in the lodge for the young guys to come in”

S h a v e I t Combos:

Catcha Rainbow -Strawberry, banana, vanilla with vanilla ice cream

Chillax – Grape and lime with vanilla ice cream, or”Chill out and relax”

Experienced Tropical Swell – Passion fruit, mango, guava, and macadamia nut ice cream

Fancy Pants – Banana, pineapple, or island coconut ice cream, or”Some old guy two planker that’s wearing snow pants from the 80’s”

Flamboyant Wheezy – Frosted frap-a-chica with peanut butter crunch ice cream, or”What a snowboarder looks like after he goes off a jump and hits a tree at full speed”

Fly Bye – Blue vanilla and frap-a-chica with chocolate mint chip ice cream

Neptune’s Cocktail – LaLychee and lemon with vanilla ice cream, or”Ingesting a large gulp of seawater during a particularly large wipeout”

Nintendo Crash – Cherry and lime with sour sprinkles, or”Knocked unconscious and seeing a mixture of mushrooms, toadstools, and Italians who are usually green, red, and short with little hats that have the letter M and L on them”

Root Beer Float – Frosted root beer with vanilla ice cream

South Shore Birthday – Frosted French vanilla with Dutch chocolate ice cream, or”To get schooled”

Suzzie Q – Watermelon and pink lemonade with vanilla ice cream, or”A chick that bombs every jump better than everyone else”

Tropical Swell – Ice bound pineapple, coconut, banana, vanilla ice cream

X-Factor – Frosted French vanilla with Brazilian coffee ice cream, or”An intangible ingredient to good surfing, like weather, swell, Mojo”

Yard Sale – Ice bound pineapple, lemon and guava with macadamia nut ice cream, or”A bad spill that strips you of your hat, gloves, goggles, glasses, and backpack, and leaves you lying in the middle of them all, looking like you’re in a yard sale”

Catcha Rainbow -Strawberry, banana, vanilla with vanilla ice cream

Chillax – Grape and lime with vanilla ice cream, or”Chill out and relax”

Experienced Tropical Swell – Passion fruit, mango, guava, and macadamia nut ice cream

Fancy Pants – Banana, pineapple, or island coconut ice cream, or”Some old guy two planker that’s wearing snow pants from the 80’s”

Flamboyant Wheezy – Frosted frap-a-chica with peanut butter crunch ice cream, or”What a snowboarder looks like after he goes off a jump and hits a tree at full speed”

Fly Bye – Blue vanilla and frap-a-chica with chocolate mint chip ice cream

Neptune’s Cocktail – LaLychee and lemon with vanilla ice cream, or”Ingesting a large gulp of seawater during a particularly large wipeout”

Nintendo Crash – Cherry and lime with sour sprinkles, or”Knocked unconscious and seeing a mixture of mushrooms, toadstools, and Italians who are usually green, red, and short with little hats that have the letter M and L on them”

Root Beer Float – Frosted root beer with vanilla ice cream

South Shore Birthday – Frosted French vanilla with Dutch chocolate ice cream, or”To get schooled”

Suzzie Q – Watermelon and pink lemonade with vanilla ice cream, or”A chick that bombs every jump better than everyone else”

Tropical Swell – Ice bound pineapple, coconut, banana, vanilla ice cream

X-Factor – Frosted French vanilla with Brazilian coffee ice cream, or”An intangible ingredient to good surfing, like weather, swell, Mojo”

Yard Sale – Ice bound pineapple, lemon and guava with macadamia nut ice cream, or”A bad spill that strips you of your hat, gloves, goggles, glasses, and backpack, and leaves you lying in the middle of them all, looking like you’re in a yard sale”

Shave It lingo comes from the culture of snowboarding, skiing, and surfing. What’s “Shave

It” mean? It’s when you try to stop and you wind up flipping face first into the snow, get�ting yourself a mouthful of the white stuff.

If “cool” has a taste, it’s a Shave It combo.

Tricking It Out

For a super sweet ride, customers can trick out their Shave Its.

Ice Cream

Customers can add ice cream to their Shave It or have the ice cream only.

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Shave It Ice Creams: Bobble Gum (aka bubble gum)

The Brazilian (coffee)

Chip Happens (chocolate mint chip)

Cookie Dough

Dutch Chocolate

Island Macadamia Nut

Oreo Speedwagon (cookies and cream)

Peanut Butta with a Crunch

Rainbow Sherbet

Vanilla Bean

Season Flavas:

Egg Nog

Peppermint Stick

Pumpkin

Cinnamon

Tricking out Shave Its:

Add an additional flavor

Add a little ice cream

Sourade

Frost (cream)

Caramel

Diet Items

Shave Its can be ordered with sugar-free flavas, if customers prefer.

All Flavas come in Diet or Regular

Serving Procedures

Greeting Customers

Ask if Customer is a Newbie

- if customer is a Newbie, very important (before you make a suggestion) find out if the customer likes desert style or refreshing style of Shave It.

Offer specials of the week or your favorite

Using Menu Abbreviations - see abbreviation on proceeding pages un�

der Flavas ( Why is the word abbreviations so long) Shaveitizm #45

Use the Shave It menu abbreviations when taking a customer’s order.

Suggestive Selling

Encourage your staff to educate our customers on some if not all of Shave It’s dis�counts. For Instance, the large is only a mere .50 more. There are ice cream add on and size upgrades free, if they join our text club. Offer any customer a free Shave It with the purchase of a $25 gift card. Our loyalty program is a great way to save, save, save. Entice your customer to try one of our Premier Combos instead of the same ole. Ask if they want to add sour-ade or sweet cream etc. And most of all always refer to our mobile ice even if to make small talk.

POS Overview

The e7 Micros POS system is used to ring up customer sales, perform various shredder functions such as signing in and out, ringing orders, and printing receipts. The e7 POS also

provides manager functions such as voiding checks, printing system reports, and assign�ing cash drawers. Access to these features is available through the POS touch screens.

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Entering Orders Using the POS System

You will be trained on the specifics of using the e7 Micros POS system, which has been cus�tomized to include Shave It products and pricing. Following is a brief overview of how to

ring orders. Reference your e7 Micros POS Manual for detailed information.

Transacting Sales

For your customers’ convenience, you will want to accept payment in a variety of forms. The franchisor recommends accepting cash, debit cards, and credit cards (MasterCard,

Visa, and American Express). As an independent businessperson, it is your choice whether or not to accept personal checks.

To prevent your business from becoming the victim of fraud and the careless mistakes of shredders, your staff will need to be well trained in all aspects of accepting cash, verifying

checks (if applicable), and processing credit and debit cards. The next few pages detail the recommended procedures for accepting payments of all types.

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Guidelines for accepting cash:

Do not accept foreign coin or currency.

Do not accept any currency you suspect to be counterfeit. (Check with your local bank for what to look for in counterfeit bills.)

When a customer hands you cash, announce the amount you are given and the amount that is due. Use the register sill to temporarily hold money given to you by a customer until you have made the correct change. Make change as necessary and count it back to the customer; then place the money tendered into the register drawer.

Focus on the task at hand when accepting payment. Don’t try to do other things at the same time. This will eliminate the potential for any confusion over the amount of cash a customer gave you, whether or not you gave change, etc.

Make “drops” as necessary throughout the day, as the amount of money in your drawer exceeds a safe amount. Pull bills out, total, place money in envelope, and initial. Lock envelope in safe.

Cash Handling Procedures

When accepting cash, there are a few simple precautions you can take to avoid any confu�sion during the transaction.

Accepting Checks

Since collecting on bad checks involves a time-consuming, potentially costly process, you should consider what you can do to prevent acceptance of bad checks. Should you choose to accept checks at your Shave It store, con�sider the following guidelines:

Become familiar with your state’s requirements and your bank’s policies for the handling of checks. For example, some states prohibit you from writing a person’s credit card number on the face of the check since disclosure can subject the individual to credit card fraud.

Most checks returned “Non-Sufficient Funds” are from accounts that are less than 2 years old. Therefore, checks under the number 300 should be looked at more closely. In some states, checks must include a date code that will show the month and year the account was opened. Check to see if your state has a similar law.

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Guidelines for accepting checks:

Make sure the check is properly completed.

− Is the correct date entered on the check?

−Does the written amount match the numerical amount?

− Is the check made out to the correct name of your store?

Make sure the check is imprinted with the check writer’s name and address.

Only accept a check that is made out for the exact amount due.

If a customer must change any of the information on the check, he/she must initial the change or the bank may refuse payment.

Put your initials next to the customer’s name/address/phone number on the check.

Stamp-endorse all checks immediately.

Travelers’ checks are checks and should be treated as such.

Handling credit/ debit cards:

Check the expiration date to make sure the card is still valid.

Swipe the card through the card machine to obtain authorization.

If the charge is not authorized, apologize to the customer and ask for another form of payment. Should the person have any questions or problems with the denial of the authorization, refer the individual to the credit card issuer, whose telephone number usually appears on the back of the card.

If the charge is authorized, the machine will generate a two-part receipt. Be sure to get the customer’s signature on the receipt. Then give the customer the “Customer Copy” of the receipt and place the store’s copy in the register drawer.

Accepting Credit / Debit Cards

Most credit or debit card arrangements will require you to follow detailed rules and proce�dures in connection with transactions. Be sure you become familiar with the proper proce�dure and train anyone working the counter. Failure to follow a card company’s procedures could cause your business to be responsible for any losses.

Shave It Frequent Buyer Cards

Shave It is currently developing a Frequent Buyer Card program. Information will be

provided to our franchisees when the program is implemented.

Shave It Gift Cards

In addition to the other forms of payment accepted at your Shave It store, you should

also accept Shave It gift cards. When purchased by a customer, gift cards should be

registered through the POS as you would any other product. Upon redemption, the

gift card should be treated in the same manner as you would handle a cash transac�tion.

Retail Products

Merchandising Guidelines

Make certain that your Shave It retail area is clean, organized, and inviting. Keep all items well-stocked and easily accessible.

Plan-a-Gram

The franchisor recommends the following display as a guideline for your Shave It retail area.Food Preparation Procedures

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1. Fill bucket with filtered water to a bit below the 4-quart fill line. It will expand to 4 quarts when frozen.

1. Set ice maker at “10”.

1. Keep 8 hours in the glycol-water solution in the cabinet.

Making Ice Blocks

Harvesting Ice Blocks

Storing Ice Blocks Tempering Ice

Tempering is when the ice starts to soften up or melt. Ice needs to temper before be�ing used on the ice machines. Usually ice will temper in about 30 minutes, depending

on the weather.

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1. Wrap up ice block in bag.1. Store in freezer.

Tempering ice: 1. Pull the ice out of the freezer.

2. Place it in the designated ice tempering bin at the island.

NOTE: Our goal is to make perfect Shave Its every time and it is VERY IMPORTANT to be working with tempered ice. If the ice is not tempered, it will damage the blade on the ice machines, which will result in poor quality Shave Its.

1. Take bucket out of ice machine.1. Put towel down on work surface.1. Empty ice out of bucket. Run cold water on outside of

bucket to loosen.1. Turn over bucket onto towel.

NOTE: You want to maintain the correct balance between glycol and water in the solution. The correct ratio is one part propylene glycol to one part water. You will need to periodically test that your glycol-water ratios remain correct. Use only inhibited propylene glycol, food grade. Never throw glycol away as it does not go bad.The water in the main cabinet of the ice machine may diminish due to evaporation and use. This is normal. Just refill with a mixture of one part propylene glycol to one part water.

Shaving Ice Blocks

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The shaver’s razor needs to be set at the right level. If the razor level is right, there is barely any sound and the shaved ice comes out like “shots of snow”. This is what you want.

If the razor level is too high, the shaver makes a grinding noise and the ice barely falls out.

If the razor level is too low or deep, it cuts the ice into chunks and makes a loud noise.

The top of the ice block.

The bottom of the ice block, which is the wider side.

S h a v i n g procedures:

1. Place the ice block in the shaver, with the bottom (wider side) of ice block on bottom of shaver.

1. Make sure the ice block is centered and clamp it down in place.

2. Make sure safety shield is in place.

Shaving guidelines: On average, you should get 10 Shave Its from one ice block.

When training staff to shave, have them do approximately 200 shaves (in other words, use 20 blocks of ice) before they are ready to do customer shaves.

Always wear gloves when shaving.

Make sure power switch is down in the off position before using.

Turn the crank wheel on the right side so the position of the spikes are all the way up.

Proper Portioning Syruping

Serving Shave It

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1. Take an empty cup.1. If order calls for it, add ice cream first.

1. Begin to add snow. Hold cup at an angle and rotate as you add snow. Do NOT hold cup upright as you fill it.

1. Pack the snow as you rotate the cup to get correct density and shape.

1. Push the appropriate buttons on the syruping guns for the flavors ordered.

1. If adding 1 color/flavor, start on outside of ice and then move into middle.

Good result – proper packing and shape.

Bad result – too large and poor shape.

Kid’s sized ice.

1. For a 2-flavor combo, put one color on one side.1. Then, put the second color on the other side.

1. Overlap the colors a little so that no white is showing.

1. For a 3-flavor combo, put first color on one-third of scoop.

2. Add the second color to middle third.

3. Add the last color on the final third of the scoop.

4. Remember to overlap the colors a little.

5. Make sure to use enough syrup. The ideal amount is 4 oz. Judge by weight, and eye how much syrup you are pouring on.

6. If the syruping was done properly, there will be syrup on the bottom side of the scoop.

7. Serve the Shave It immediately. If it has been sitting too long after it was syruped, it will develop a “white cap”.

Proper presentation – lid neatly placed on and spoon tucked in.

Operating the Equipment

Using the Equipment Correctly

For shredder and customer safety as well as the longevity of your equipment, follow all us�age and maintenance documentation provided with your equipment.

Required Equipment Upkeep

Make sure you have manuals for all equipment on file.

Cleaning and Maintenance

A well-maintained store will motivate your staff to uphold high standards as they perform

each day, and it will make them feel good about coming to work. To assist you in maintain�ing high standards of cleanliness, we recommend the following guidelines for cleaning

and maintenance.

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When loading and unloading ice, be sure to pull blade down all the way so you do not cut yourself on it.

When shaver gets clogged with packed snow, pull ice back and pour water on base of shaver to melt.

Follow other safety guidelines as described in the equipment documentation.

Shaver: Make sure to use tempered ice only.

Blade should last for between 10,000 and 25,000 Shave Its. Use a schedule to track when you change the blade.

Lube the main shaft monthly.

Follow any other maintenance guidelines stated in the shaver documentation.

Ice Maker: Check the glyco-water solution. Have it tested to make sure the liquids are in the right proportions. If they are not, the machine will not freeze properly.

Use only non-toxic/food grade glycol.

Follow any other maintenance guidelines stated in the ice maker documentation.I c e C r e a m Chest:

Defrost or scrape ice off every 6 weeks.

Follow any other maintenance guidelines stated in its documentation.

Daily Cleaning and Maintenance

Weekly Cleaning and Maintenance

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Clean all glass. If the front door is glass, check for fingerprints throughout the day and clean the glass as necessary.

Assign someone on each shift to do bathroom checks every 30 minutes. Clean and restock as necessary.

Dust the retail area.

Clean the POS area and countertops with water and mild soap. Do not let them get sticky.

Clean tabletops and bottoms with glass cleaner. Pay special attention to bottoms of tables because syrup often gets there.

Break down ice cream chest, remove containers, and clean thoroughly. Replace empty containers with full ones.

Clean syrup area thoroughly.

Place heads of syruping guns in bucket of water and let sit overnight.

Mop floors twice a day – a good cleaning in the morning and a once-over in the evening.

Empty the trash.

Keep the area in front of your store swept and free of debris.

Check the parking lot and exterior of the building to see if any maintenance work needs to be done.

Do a deep cleaning each week. You may want to consider hiring a professional service. This cleaning should include underneath tables, in corners, floors, walls/fixtures, all of the chrome, and the lighting fixtures.

Clean floor drains with bleach. Pull up cover and wash out drains and cover.

Monthly Cleaning and Maintenance

Make all shredders responsible for the order and cleanliness of your store. Ask for their

help in keeping work areas clean, supplies organized, and equipment in good operating

condition.

Also on an ongoing basis, maintain the plumbing, HVAC, and electrical systems. See to it

that repairs are made promptly. Equipment care is very much a controllable expense; with

knowledge and regular checks, you can reduce the need for repairs considerably. Get in

the habit of conducting routine maintenance checks.

Safety Procedures

The franchisor has developed safety and security guidelines that are designed to provide

recommendations for making your Shave It franchise as safe as possible. While there is no

guarantee that any specific results will be achieved by the application of the franchisor’s safety recommendations, it is probable that these practices, if properly implemented, can

help decrease the number of accidents and other incidents that might otherwise result in

injury or death and disrupt normal operations.

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Clean ice cream cabinet; scrape down sides. Refer to equipment manual for specific maintenance details.

Clean out grease trap. It will smell bad if it is not attended to.

Safety measures

The secondary entrance/exit must be closed and locked at all times.

Shredders should never allow customers behind the front counter.

No money should ever be left unlocked or unattended at the front counter.

All cash should be locked up overnight in a safe manner.

All bank deposits should be made during daylight hours, whenever possible.

Any time a person is terminated who had access to the building keys or safe combination, the locks and combination should be changed.

Maintaining safe and secure working conditions in your Shave It franchise is the ongo�ing, never-ending responsibility of everyone who works in the store.Shaver Safety

Preventing Accidents

All new shredders should receive training in safety procedures to foster the develop�ment of a proper attitude toward prevention.

As with all other aspects of shredder training, safety training is not a one-time only occur�rence. To promote accident prevention, there must be continual interaction between you

and your shredders. Certain conditions and actions may justify additional or repeat train�ing in some areas related to store safety.

Repeated violation of safety rules and generally unsafe working practices cannot be toler�ated and must be promptly and effectively addressed and corrected.

Reporting Accidents

The proper handling of shredder and customer accidents will help expedite claims and re�duce liability. You will also ensure that your customers and shredders are always properly

cared for when needed, which will result in better customer and shredder relations. In the

event of any type of customer accident, take the following action:

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General safety guidelines:

All staff members must be trained to know where the First Aid kit is and what it contains.

All staff members must be trained on safe operation of all equipment.If a shredder suffers an injury, even a minor one, it should be immediately reported to you or the manager on duty.

Always have at least 2 people working after dark.

Two people must close the store at all times.

Fire safety guidelines:

Make sure exit signs are present and in good working condition (if applicable).

Keep all walkways and exits clear of obstructions so shredders and customers can exit the building quickly in the event of a fire.

25

If the customer plans to go to a doctor, try to get the doctor’s name and telephone number.

Find a witness to the accident (other than employee) and get the witness’ name and phone number.Never agree to pay any medical bills. If asked, advise that the matter will be investigated by your insurance carrier.Do not discuss the incident with any media personnel.

Accident handling procedure

Express concern for the injured customer. Express understanding for how a person feels and sympathize with his/her frustration.

Never admit blame or liability. The problem could be the fault of a supplier or manufacturer.Complete the ACCIDENT/INCIDENT REPORT (see FIGURE D.1) with the customer’s name, address, and telephone number, as well as the name, address, and telephone number of any other members of the party or witnesses.

If needed, call an ambulance. Obtain permission from the injured person, if practical.

I nves t iga t ion procedure:

1. Investigate the accident, noting all relevant information, including the name of the injured person, time, and place of the accident.

1. If a shredder is injured, complete an Employee’s First Report of Injury or Illness. If a customer is injured, complete a similar report, which is provided by your insurance company, for reporting customer accidents.

2. In either case, you are responsible for providing all information requested on the report. For this reason, it is critical that complete and accurate information be recorded at the time of the incident

1. Obtain instructions for filing the necessary report from your insurance carrier and/or agent.1. Notify the corporate office of the incident.

Complete the ACCIDENT/INCIDENT REPORT (see FIGURE D.1) with the customer’s name, address, and telephone number, as well as the name, address, and telephone number of any other members of the party or witnesses.

FIGURE D.1 – ACCIDENT/INCIDENT REPORT

All accidents must be thoroughly investigated. A thorough investigation includes the ob�

jective evaluation of all facts, opinions, statements, and related information pertaining to

the accident. The investigation should be conducted as a fact-finding effort⎯not as a

fault-finding one.

An accident investigation should result in action designed to prevent a similar accident

from occurring in the future. Such action cannot be taken, however, unless the cause of

the accident is known. It is important, therefore, to determine the cause of every accident.

In the event you receive a telephone call from a customer who states that he/she patron�

ized your store recently and, during the visit, sustained some type of injury or damage to

property, immediately contact your insurance carrier. Never admit to any charge made by

the customer or offer to make it right. Your insurance should cover such situations, so it is

to your advantage to alert your insurance carrier to a possible situation.

26

Security Issues

It is often assumed that a business can be protected during closed hours with an alarm

system. While an alarm system is an essential component of a security plan, it must be sup�plemented by taking safety and security measures at all times, even when the store is op�erating.

As a business owner, you must take steps to protect your assets while ensuring the

safety of your shredders and customers.

Operating in Power Outages

During a power outage, you cannot shave ice. You can serve ice cream, however, and

operate the POS systemFire Safety

Knowing what to do in the event of a fire will help you protect yourself, your shredders, and your customers from harm and possibly minimize damage.

There are several precautions you and your shredders can take to help prevent fires:

There are also several precautions you can take to eliminate unnecessary problems dur�ing a fire:

In the event of fire, proceed as follows:

27

Reasons for precautions:

To ensure that protection systems, such as lighting, locks, and alarms, are functional.

To reduce the temptation of internal theft.

To reduce the risk of harm to shredders entering the premises when occupied by intruders.

Check fire extinguishers regularly. Visually check the gauge to make sure the fire extinguisher is charged. Also, look for signs of damage or corrosion that might prohibit the extinguisher from operating properly.

Develop a fire emergency plan and make sure all shredders are familiar with the plan and will know what to do if there is a fire.

Robbery

28

Procedure in the event of fire:

Do not endanger lives.

Evacuate the store, including the restrooms, as calmly as possible. Panic will only hinder the evacuation process. Make sure everyone is out and at least 100 feet from the store.

Call 911 or the fire department. Give the building location, the location of the fire within the building (if known), and the nature of the fire. Remain on the telephone until you are told to hang up.

Shut down any gas lines and turn off all main power if possible, but do not risk your life to do so.

Evaluate the situation. If the fire is not out of control and can be put out with a fire extinguisher, do so.

If it becomes too hot or smoke is filling the building, get out. Remain nearby to assist the fire department by providing any information needed.

Account for all of your shredders. Notify the firefighters of any suspected missing persons.As soon as the situation allows, report the incident to the corporate office and your insurance company.

Procedure in the event of robbery:

NEVER ENDANGER LIVES. Do not move too quickly or reach suddenly for anything. Always keep your hands in plain view. Try to remain calm.

COOPERATE WITH THE ROBBER. Do exactly as you are told. If you do not understand what you are being told to do, ask. If the robber asks for cash, do not argue.

KEEP IT SHORT AND SMOOTH. The longer a robbery takes, the more nervous the robber will likely become. The average robbery takes less than 2 minutes.

DO NOT RESIST. Never fight, use weapons, or chase a robber. Do not take chances of any kind.BE OBSERVANT. Do not stare, but try to remember what the robber looks like: age, gender, build, eye color, hair color, clothing, etc. Use a line, shelf, or other fixture to try to estimate the robber’s height (only if you can safely do so). Also, if the robber gets into a vehicle to leave, try to note the license plates or a description of the vehicle without putting yourself in danger.CALL THE POLICE AFTER THE ROBBER HAS LEFT. Keep emergency numbers by the telephone. Stay on the telephone until the police tell you to hang up. Then immediately write down the robber’s physical characteristics while they are still fresh in your mind. Keep in mind that the police are coming into a dangerous situation, so do not make any foolish moves that could be misinterpreted.

Fire prevention practices:

Do not overload outlets or use temporary wiring.

Do not leave trash inside overnight.

Do not allow smoking anywhere in the store.

Keep combustible materials and supplies in safe containers and safe areas.

Every business is a potential target and is at a certain degree of risk. Knowing what to do

in the event of a robbery will help you protect yourself, your shredders, and your custom�ers from harm.

Burglary

If you arrive at the store in the morning and detect it was burglarized overnight, proceed

as follows:

Using the Alarm System

Follow all guidelines provided by the alarm system installation company and included in

the system’s documentation.

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TEND TO YOUR SHREDDERS AND CUSTOMERS. Check to see if anyone was injured, and call 911 if emergency help is needed.

PROTECT THE SCENE OF THE CRIME. Close the store until the police arrive. Secure the building, locking all doors and windows. Do not touch anything.

NOTIFY THE CORPORATE OFFICE OF THE INCIDENT.

Procedure in the event of burglary:

Do not enter the store.

Contact the police immediately.

If you have entered the building and discover a break-in, do not touch anything until the police arrive and have examined the premises.

Give the police whatever information you can.

Notify the corporate office of the incident.

Abbreviations

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Manual

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Serving procedures

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