SUPER SERVICE, ‘What is good service? To define what good service is, we surveyed 1000 people with a survey that simply said “Good service is___" and then we left 10 blanks on the page. ‘This gave usa total of 10,000 responses tothe question. After much sorting and categorizing, we found that over 9,600 of the 10,000 answers fell into 2 simple categories. Over 97% of the responses fll into one ofthese two categories 1. The employee was fiendly 2. I didn't have to ask for muchveverything was delivered as | asked We used these two basic premises to develop our service model at Lucky Strike. However, we also added one caveat o our service model.... No Window Shopping! ‘What we mean by this is that ur service model is done with a purpose, with a focus, and with energy. If you window shop a the mall, you are strolling through without any real rection, purpose or intention. On the contrary, you ean also shop with a purpose, “Lam «going to purchase this tem, from this store, for this price, and get right back in my car.” (ur service model is structured on service witha purpose....No Window Shopping}!!! Each ofthe Serta clement to SUPER See at Lucky Ske relate to oe of th 2 reasons guess dened asthe definition of good sevice” In adition we do each of these 5 hings with EVERY gues at EVERY interaction with a Purpose S Smile ‘You can get away with anything when you smile, All the time, {very time, from ear to ear. Smiling is the “ante up" of being fiendly. You can’t «ven be in the friendly game if you don't smart witha smile. Is all of our responsibilities to call each other out if we ae not showing a warm smile, This is your change to forget all the troubles at home and just create happiness for other people. The first step is to smile. Remember... VERY guest, EVERY interaction starts with a genuine smile U_—Upsell Create the experience that they expect at Lucky Strike. Many of ‘you have heard of reasons to upsell are to boost check average so you make more in tps ‘and the company makes mote money. At Lucky Strike we look ati differently. By Upseling we want to make sure we let the guests know of EVERY option possible at Lucky Strike so the guest ean get the best value for their entertainment dollars, When coming in, guests may not know of our different entertainment options. They may not ‘know we have games, or billiards, or ping pong, etc. When dining they may not be aware of specials or different dining menus. At the bar they may not be aware of ll of our products available or specialty drinks. They may be unaware of our promotional nights ‘or upcoming sporting events on TV. Lasly, they may not be aware that Lucky Strike is & great place for corporate socal, birthday, or bachelor/bachelorette partes. Is our responsibilty to inform the guest of all ofthese options so they get the best value for ‘heir dollar. Guests want to eat and drink better. They often do not know what they want Upselling is our way to provide them options that they may not know about. Remember,this is EVERY guest, EVERY interaction we need to provide them options so they get the best experience possible. P — Prebuss Lucky Strike is @ clean, sharp, environment. Everything has a place and everything goes in is place. Eliminate any clutter that keeps things from Tooking sharp. "You see it, you clean it”. Prebuss with a purpose, You will have to develop a keen eye to notice an empty beer bottle, oF a bev nap that fell to the floor, from across the room. We need to attack these items, or any item that takes away from the crisp guest experience. Every guest deserves the exact same experience a the frst guest of the day. Remember, No Window Shopping. We have to actively look for things that are not right and remedy them, immediately. We have to actively look for straw ‘wrappers finished plates, empty glasses, etc etc. The guests table should be manicured ‘obsessively s0 after each visit it isin perfect condition, E __Entertsin Guests are coming tous to be entertained. They have tons of, ‘options to spend their entertainment dollars. Remember the beer inside a bottle of Heineken is the exact same at Lucky Strike as atthe liquor stare. It is everything ouside the botle that allows us to charge 4 times what the liquor store does, We have to provide ‘entertainment that creates that value. This starts with personality. Compliment the gues. Tell them about upcoming promotions parties, and events. Engage them in conversation ifthey choose. Let them know if when we have new activities or a new menu iter for them to try. Show some flare, Introduce them to others. Be the party host. We should treat every guest like they area long lost friend coming over to our house. You would make sure there are things todo and that they have a great time. Remember, every house, ‘every condo, and every apartment has a kitchen, They are coming out of the house to have exceptional entertainment. EVERY guest, EVERY interaction we should cevaluate...are they having fun? If not, what can you do to pute smile on tele face? If they are already having fun, what can we do to make this the best night oftheir life? R_— Refills This seems like a silly item to include in a service model However, nothing sucks the life out of good time more than not having a drink in your hand. For some people itis a feeling of security. For someone eating spicy food, it may be critical for their comfort. The number one item people ask for ina dining or bar atmosphere is refills. As the party host in our home, we would never let someone sit there without offering a drink. Even if they declined a drink, we would bring them a glass ‘of water. We have to actively look at EVERY guest and anticipate their need for a refilled beverage. A guest should never have to initiate the contact for a refill, Spot the empty glass before it is empty. We need to anticipate those needs and act. ‘We will teat every guest ike @ long lost fiend coming to our house. Smile, provide options, make sure the place is cleas, entertain them, and make sure they never have an empty glass. When we do these simple things, well, 100% of the time, people will recognize us for great serviceLUCKY STRIKE Further Clarification of Bar Packages Happy Hour + Important Notes Only cocktail allowed in both the call and premium packages isthe Marga Specialty cocktails reno longer allowed in any packages. Beer and wine packages: To prevent waste we will nly be ghing servers a limited amount of beer and wine for these packages moving forward Bottled water is only included inthe Call and Premium packages Unless otherwise specified in contrac, Happy Hour Breakdown Food on Hit: prices (Cor dogs: $4.50, Sloppy Joe: $6.00, Fries $3.50, Sausage and Pepperoni Pizza: $6.75 ‘Alcohol on HH: priced All drafts and Bottled beers are off excluding: 6 Pint, Not your Father Root Beer, and Lagunitas. All well spirits ae ¥ priced Hours and Days: Monday ~ Friday 3-75 Sunday — Wednesday Spm-Midnight Important Poland Springs snot for Employee consumption; Only used for call and premium packages [Grouping your drink orders ~ Please organize your drink input into the POS into the followin order, Specialty rinks, Regular mixed drinks, Beers, then wines. Group items together pleas! This willincrese efficiency atthe bar and alow your guess to drink more. [Max items per dink ticket -&