Master Table of Contents
Page 1
A
INTRODUCTION
Letter from the Founder and CEO...... A-1
Mission Statement...... A-3
Vision Statement...... A-4
The History of Ice Cream...... A-5
Sloan’s—A Photographic Tour...... A-8
Services of the Franchisor Organization...... A-12
Responsibilities of a Sloan’s Franchisee...... A-16
Visits from the Corporate Office...... A-19
Your Field Consultant...... A-20
Field Visit Confirmation...... A-21
Franchise Survey Form...... A-22
B
ESTABLISHING A SLOAN’S BUSINESS
Introduction...... B-1
Selecting Your Business Type...... B-2
Your Status as a Franchisee...... B-8
Countdown-to-Opening Schedule...... B-10
Required/Recommended Bank Accounts...... B-11
Required Hardware and Software...... B-13
Selecting and Developing Your Site...... B-14
Obtaining the Franchisor’s Approval of Your Site...... B-16
Developing Your Site...... B-17
Site Selection Approval Letter...... B-18
Obtaining the Franchisor’s Approval of the Lease...... B-19
Required Lease Inclusions...... B-20
Required Insurance Coverages...... B-23
Sloan’s Decor Specifications...... B-25
Signage and Logo Specifications...... B-26
Logo Specifications...... B-27
Special Licenses and Permits...... B-29
Health Department Regulations...... B-31
Contracting Utilities and Services...... B-32
Selecting the Right Telephone Service...... B-34
Approved Music List...... B-35
Micros POS System...... B-36
Micros POS System—Three-Terminal Package...... B-37
Micros POS System—Four-Terminal Package...... B-40
Office Equipment and Supplies List...... B-43
Purchasing Foodservice Equipment and Supplies...... B-46
Equipment List...... B-47
Smallwares List...... B-78
Disposable Paper Goods List...... B-84
Cleaning and Housekeeping Supplies List...... B-85
Food Purchasing Specifications...... B-86
Recommended Initial Inventory...... B-87
Initial Inventory List...... B-88
Standards of Cleanliness...... B-89
Paying Taxes...... B-93
Federal Taxes...... B-96
State Taxes...... B-100
County or Town Taxes...... B-102
Federal Tax Filing Checklist...... B-103
Employee Tips...... B-104
Paying Additional Fees...... B-106
C
MANAGING A SLOAN’S BUSINESS
Introduction...... C-1
Five Points of Management...... C-2
Team Building...... C-4
Staff Meetings...... C-5
Store Layout, Price Points and Sight Lines...... C-6
Scheduling Employee Work Hours...... C-7
Weekly Schedule...... C-12
Employee Telephone List...... C-13
Conducting Inventory...... C-14
Ordering Inventory...... C-15
Ordering Guide...... C-17
Receiving Inventory...... C-18
Inventory Rotation and Storage...... C-19
Completing the Inventory Form...... C-21
Using Approved Sources...... C-22
Notice of Proposed Change of Supplier/Supply...... C-23
Generating Profit...... C-24
Increasing Sales...... C-29
Inventory Controls...... C-31
Labor Costs and Scheduling...... C-32
Cash Controls...... C-33
Portioning...... C-34
Small-wares and Expendable Controls...... C-36
Maintenance Practices and Repairs...... C-37
Franchise Reporting Requirements and Procedures...... C-39
Statement of Gross Sales...... C-42
Advertising Activity Report...... C-43
Preparing Financial Statements...... C-44
Sloan’s Model Chart of Accounts...... C-45
Sample Income Statement Format...... C-48
Sample Balance Sheet Format...... C-51
D
PERSONNEL
Introduction...... D-1
Contacting The US Department of Labor and Local
State Labor Bureaus...... D-2
Sample Guidelines for Applicant and Employee Inquiries...... D-3
No Toleration Policy...... D-8
Code of Conduct...... D-9
Drug and Alcohol Policy...... D-12
No Smoking Policy...... D-16
Fragrance-Free Workplace...... D-17
Media Contact...... D-18
Use of Electronic Devices and Personal Cell Phones...... D-19
Complying with the Department of Homeland Security...... D-20
The Sloan’s Policy on Sexual Harassment...... D-22
A Profile of the Ideal Sloan’s Employee...... D-24
The Recruitment and Selection Process...... D-26
Criminal Background Check...... D-29
Sample Criminal Background Investigation Authorization Form...D-30
Application for Employment...... D-31
10 Key Points to Interviewing...... D-32
Red Flags...... D-33
Introductory Interview Questions...... D-34
Sample Interview Guide...... D-35
Protecting the Sloan’s System...... D-38
Sample Non-Disclosure and Non-Competition Agreement...... D-39
Opening Personnel Files...... D-40
The Trial Period...... D-41
Establishing Personnel Policies...... D-42
Personnel Policy Worksheet...... D-43
Job Descriptions...... D-48
Owner/Manager...... D-49
Assistant Manager...... D-53
Supervisor...... D-55
Staff Member...... D-56
Cashier...... D-59
Orientation and Training of Personnel...... D-61
Employee Training Outline...... D-63
Basic Training Topics...... D-65
Advanced Training Topics...... D-66
Time Reporting Procedures...... D-67
Time Reporting on the Micros Point of Sale System...... D-68
The Sloan’s Uniform/Dress Code...... D-70
Evaluating Employees...... D-72
Employee Evaluation...... D-74
Discipline and Termination...... D-76
Statement of Warning...... D-79
Separation Notice...... D-80
E
OPERATIONAL PROCEDURES
Introduction...... E-1
Suggested Store Hours...... E-2
Daily Opening and Closing Duties...... E-3
Daily Opening Procedures...... E-4
Daily Pre-Closing Procedures...... E-8
Daily Closing Procedures...... E-10
General Staff Notes and Sidework...... E-13
Daily Log Notebook...... E-16
Pricing Menu Items...... E-17
Guest Check Procedures...... E-18
Catering...... E-20
Delivery...... E-21
Ice-Cream Display Case Presentation...... E-22
Merchandising Guidelines...... E-23
Packaging Customer Purchases...... E-25
Customer Loyalty Program...... E-26
Approved Music...... E-27
Setting Music Volume...... E-28
Customer Service...... E-29
Service Skills...... E-30
Waiting on Children...... E-33
Customer Question Regarding a Kid’s Cup/Cone...... E-34
Customer Comment Cards...... E-35
Sample Customer Comment Card...... E-36
Addressing Customer Complaints...... E-37
The Features of the Micros Point-of-Sale System...... E-38
Procedures for Accepting Payment...... E-39
Accepting Cash...... E-40
Accepting Checks...... E-42
Accepting Credit Cards...... E-46
Gift Cards...... E-48
The Daily Cash Report...... E-49
Preparing the Bank Deposit...... E-50
Food Safety/Health...... E-51
Hand Washing Procedures...... E-52
Food Inspection Checklist...... E-54
Food Preparation Procedures and Recipes...... E-56
Whipped Cream...... E-57
Waffle Cones...... E-59
Decorating Cones...... E-62
Dark Chocolate Coated Graham Crackers...... E-64
Dark Chocolate Coated Oreos...... E-67
Dark Chocolate Coated Pretzel Rods...... E-70
Dark Chocolate Coated Marshmallows...... E-73
Dark Chocolate Coated Rice Krispie Treats...... E-76
Dark Chocolate Coated Strawberries...... E-79
Milk Chocolate Coated Graham Crackers...... E-81
Milk Chocolate Coated Oreos...... E-84
Milk Chocolate Coated Pretzel Rods...... E-87
Milk Chocolate Coated Marshmallows...... E-90
Milk Chocolate Coated Rice Krispie Treats...... E-93
Milk Chocolate Coated Strawberries...... E-96
Coated Apples...... E-98
Caramel-Coated, Plain Apple...... E-99
Caramel-Coated, Dark Chocolate Apples...... E-102
Caramel-Coated, Milk Chocolate Apples...... E-105
Caramel-Coated, Peanut Apple...... E-108
Caramel-Coated, Oreos Apple...... E-111
Caramel-Coated, Smores Apple...... E-114
Caramel-Coated, Cashews Apple...... E-118
Caramel-Coated, Pecans Apple...... E-122
Caramel-Coated, Walnuts Apple...... E-126
Candied Apple...... E-130
Super Thick Shake...... E-133
Mudslide Shake...... E-135
Caramel Shake...... E-136
Old Fashioned Ice Cream Soda...... E-137
Double Chocolate Float (Ice Cream Soda)...... E-138
Strawberry Fields (Ice Cream Soda)...... E-139
Strawberry Smoothie...... E-140
Strawberry-Banana Smoothie...... E-141
Classic Sundae...... E-142
Banana Split...... E-143
Brownie Hot Fudge...... E-145
Circus Box Sundae...... E-147
Smores Sundae...... E-148
Sand Castle Sundae...... E-149
Mom’s Apple Pie Sundae...... E-151
Peanut Butter Cup Sundae...... E-152
Kilimanjaro Sundae...... E-153
Luxury Sampler Sundae...... E-154
Cookiewich...... E-155
Tracy’s Kitchen Sink...... E-156
Flower Child...... E-157
Small Ice Cream...... E-158
Large Ice Cream...... E-159
Strawberries (Wet Topping)...... E-160
Pineapple (Wet Topping)...... E-161
Marshmallow (Wet Topping)...... E-162
Hot Caramel...... E-163
Hot Fudge...... E-164
Cookies...... E-165
Fudge...... E-166
Sugar-Free Chocolate...... E-167
Recommended Weekly Cleaning Procedures...... E-168
Utensils for Cleaning...... E-176
Equipment and Fixture Cleaning and Maintenance...... E-177
Chandeliers...... E-178
Apple Cooker Pot-Model 4016...... E-180
Hilliard’s Little Dipper...... E-184
Whipped Cream Dispenser—Miniwhipper KW50...... E-187
Waffle Cone Maker...... E-199
Electro Freeze—Model 99T-RMT...... E-201
Fudge Equipment...... E-208
Continental Refrigerator...... E-209
Ice Machine...... E-210
Dishwasher...... E-215
Ice Cream Display Case...... E-216
Countertop Convection Oven...... E-223
HATCO Warming Tray...... E-226
Safety in Your Store...... E-227
Store Security...... E-231
Customer Injury/Illness...... E-234
Employee Injury/Illness...... E-235
F
ADVERTISING AND MARKETING
Introduction...... F-1
The Sloan’s Logo Specifications...... F-2
Sample Sign Logo...... F-3
The Sloan’s Advertising Program...... F-4
The Value of Advertising...... F-7
Guidelines for Using Sloan’s Marks...... F-9
Sample Sloan’s Marks...... F-11
The Soft Opening...... F-13
The Grand Opening...... F-14
Advertising Media...... F-16
“Franchises Available Now” Sign...... F-17
Sample “Franchise Available Now” Sign...... F-18
The Yellow Pages...... F-19
Newspapers and Magazines...... F-20
Direct Mail...... F-23
Brochures...... F-26
Constant-Contact Announcements (Email)...... F-27
Local Store Marketing Displays...... F-28
Billboards...... F-29
Sloan’s Logo Wrapped Vehicle...... F-30
Radio...... F-31
Corporate Website...... F-32
Local Internet (Review and Opinion Sites)...... F-33
Multimedia Websites...... F-34
Social Networks...... F-35
Television...... F-36
Specialty Advertising...... F-37
Loyalty Program...... F-38
Gift Card Program...... F-39
Word-of-Mouth Advertising...... F-40
Publicity...... F-42
Sample Press Release Format...... F-44
Sample Publicity Pieces...... F-45
Community Involvement...... F-49
Sample Community Involvement Promotional Pieces...... F-50
Obtaining Approval for Advertising Concepts and Materials...... F-53
Request for Advertising Approval...... F-54
Ordering Advertising Materials from the Franchisor...... F-55
Advertising Materials Order Form...... F-58
Sloan’sCopyright 2012
Franchise Operations ManualSloan’s Franchise LLC