Dress CodeTops: logos and graphics are fine — absolutely nothing offensive, vulgar, or inappropriate. Clean jeans, ripped jeans, or black pants are all good. Shorts are allowed in summer — keep them a reasonable length. Closed-toe, non-slip shoes. Hair pulled back if longer than shoulder length. Minimal jewelry. Nails clean and short. You represent Maple Blues — look sharp and put together every shift. When in doubt, ask a manager before you show up.

Attendance Policy — Read ThisYour schedule is your commitment. Once a shift is published, it is your responsibility. These rules apply to every employee at Maple Blues.

Finding CoverageIf you cannot work a published shift, you are responsible for finding your own coverage before the shift starts. Post in the team group chat, reach out to coworkers directly, and notify your manager once coverage is confirmed. Do not simply not show up and expect someone else to figure it out.

Calling OutIf you cannot find coverage and must call out, you must notify your manager at least 2 hours before your shift start time by call or text — not just a group chat message. Notifying the group chat alone does not count as calling out. Your manager must acknowledge the message. If you cannot reach your manager, contact the next available supervisor.

Sick Time (Colorado HFWA)Colorado law requires Maple Blues to provide paid sick leave — you earn 1 hour of sick time for every 30 hours worked, up to 48 hours per year. When you call out due to illness, injury, medical appointment, or other qualifying reason under Colorado's Healthy Families and Workplaces Act, your accrued sick time will be used. Using your accrued sick time is protected by law and does not count against your attendance record.

When Sick Time Is ExhaustedIf you call out and have no remaining accrued sick time, the absence is unexcused. Unexcused absences are tracked and follow a progressive discipline process.

Progressive Discipline — Unexcused Absences1st unexcused absence: Verbal warning and documented coaching. 2nd unexcused absence: Written warning. 3rd unexcused absence: Final written warning — continued employment is at risk. 4th unexcused absence: Termination. Management reserves the right to accelerate discipline based on frequency, pattern, or severity.

No-Call, No-ShowFailing to show up for a scheduled shift without notifying a manager is a no-call, no-show. A single no-call, no-show may result in immediate termination. Two no-call, no-shows within any 12-month period will result in termination.

Patterns & ConsistencyAttendance is reviewed on a rolling 12-month basis. Repeated late arrivals, leaving early without authorization, or patterns of calling out on specific days (such as every weekend or around holidays) may be treated as attendance violations regardless of whether sick time is available. Consistency matters.

Phone PolicyPhones stay in your bag or pocket during your shift. Break time only.

Customer Greeting StandardGreet within 5 seconds. Make eye contact. Smile. Build the moment before taking the order. Use names. Give a real send-off. If something goes wrong, fix it immediately — no excuses. Every customer deserves to feel like the most important person at the window.

Almost there. Check off each item below when you're ready — the last one needs your manager.

The Maple Blues Moment Every customer should leave feeling like they mattered — not just like they got a drink. That feeling starts the second they walk up. You set the tone. Own it.

Make It Personal Regulars are the backbone of this business. Remember faces. Remember orders. Say “the usual?” — that one question tells a customer they belong here.

When It’s Busy Busy is not an excuse for cold service. A smile and a quick “We’re moving fast today, hang tight — you’re next!” keeps people patient and feeling cared for. Never let a customer feel invisible.

Handling Complaints & Mistakes If something is wrong — own it immediately. Don’t explain, don’t deflect. Say “I’m sorry about that, let me fix it right now.” Remake it without hesitation. A customer who had a problem and got it fixed fast is often more loyal than one who never had an issue at all.

The Send-Off Every customer deserves a real goodbye — not just a mumbled “have a good one” while you’re already looking away. Make eye contact, smile, and mean it: “Thanks for coming in — see you next time!” That last impression is what they take with them.

The Maple Blues Answer When a customer says “thank you” — you say “Absolutely!”
When they say “you’re amazing” — “Absolutely! That’s what we’re here for.”
When they say “I appreciate it” — “Absolutely — we love seeing you!”

This is our version of Chick-fil-A’s “My pleasure.” It’s confident, warm, and it tells every customer: we’d do this for you every single time. It never gets old. It never sounds robotic. Use it every time.

Say This Instead Replace “No problem” → “Absolutely!”
Replace “You’re welcome” → “Absolutely!” or “Of course!”
Replace “Sure / Yeah” → “Absolutely!”
Replace “I don’t know” → “Great question — let me find out for you right now.”
Replace “We’re out of that” → “We’re actually out of that today — but here’s something you’d love just as much…”

Never Say ❌ “No problem” — it implies it could have been a problem
❌ “I can’t do that” — say what you CAN do
❌ “That’s not my job” — everything is your job when a customer needs help
❌ “I don’t know” without a follow-up — always follow it with action
❌ “You have to…” — say “What I can do is…”

The 3-Question Approach Don’t just rattle off the menu. Ask 3 quick questions and land them on something perfect. Customers who get a great recommendation come back.

Q1 — Coffee or No Coffee? “Are you more of a coffee person today, or would you rather do something fruity and refreshing?”

☕ Coffee → Go to Q2
🍓 Fruity/No coffee → Steer toward Energy Drinks, Acai Bowls, or Chai

Q2 — Hot or Cold? “Hot or cold today?”

🔥 Hot → Latte, Mocha, Americano, Chai, Matcha
🧊 Cold → Iced Latte, Cold Brew, Frappe, Iced Chai, Iced Matcha

Q3 — Sweet, Strong, or Balanced? “Do you like things sweeter, more bold and strong, or kind of balanced in the middle?”

🍬 Sweet → White Mocha, Brown Sugar, Caramel, Vanilla, Frappe
💪 Strong/Bold → Americano, Cold Brew, extra shot, dark espresso
⚖️ Balanced → Classic Latte, Dirty Chai, Matcha, Oat Milk Latte

Energy Drink Recommendation Script “Have you tried our energy drinks? They’re one of our most popular things — we make them in-house with energy base and real syrups, not just a can. What kind of flavors do you usually go for?”

🍑 Tropical/Fruity → Western Sky (Watermelon + Peach + OJ float)
�am Blueberry/Berry → Storm Cloud or Harvest Moon
🍋 Tart/Citrus → Cherry Limeade or Mermaid
🍓 Sweet/Fun → Pink Flamingo or Pink Starburst

Food Recommendation Script “Are you grabbing anything to eat? Our bagel sandwiches are made fresh — if you haven’t tried the French Maple, it’s a fan favorite.”

Hearty → Southwest or Plane Jane
Lighter → Cold Turkey BLT
Sweet → French Maple (French Toast bagel + maple syrup)
Bowl → Acai Sunrise or Yogi

When You Don’t Know Never guess about ingredients or allergens. Say: “That’s a great question — give me just one second and I’ll get you the right answer.”

Almost there. Check off each item below when you're ready — the last one needs your manager.

The First-Timer
Signs: Looking around, hesitating, asks “what’s good here?”

✅ “First time? Awesome — you picked a good day. Let me help you find something you’ll love.”
✅ Walk them through it briefly — don’t overwhelm. Pick one category, ask preferences, make a confident pick.
✅ Send-off: “You’re going to love that. Come back and let us know!”
❌ Don’t rush them. Give them 30 extra seconds.

The Regular
Signs: You recognize them. Same order every time.

✅ Greet by name. Always.
✅ “The usual?” — these two words mean everything to a regular.
✅ If you’re new: “I’m still learning faces — remind me what you usually get and I’ll remember from here on.”
✅ Remember what they told you last time — their dog, their job, their kid’s game.
❌ Never make a regular feel like a stranger.

The Indecisive Customer
Signs: “I don’t know what I want,” staring at menu, lots of questions.

✅ Take control warmly: “No worries — I’ve got you. Do you like coffee or something fruitier?”
✅ Narrow with 2–3 questions, then commit: “I think you’d love the [drink]. Trust me on this one.”
✅ Be confident — they want to be led.
❌ Never offer more than 2 options at once.

The Rushed / Impatient Customer
Signs: Checking phone, sighing, “I’m in a hurry.”

✅ Match urgency: “I’ve got you — what can I grab for you right now?”
✅ Move with intention. Let them see you’re moving fast for them.
✅ Skip small talk unless they start it.
✅ If there’s a wait: “About [X] minutes — I’ll make sure yours comes out fast.”
❌ Don’t apologize in a way that sounds like an excuse. Fix it and move.

The Upset or Complaining Customer
Signs: Frustrated, raising voice, says the order is wrong.

✅ Stay calm. Lower your voice slightly — it de-escalates.
✅ First words: “I’m really sorry about that — let me fix it right now.” No explaining. Fix first.
✅ Repeat back: “So you’d like [X] instead — I’m on it.”
✅ Remake without hesitation. Hand off with a smile: “Here you go — thank you for telling us.”
✅ If it escalates: get a manager. Don’t argue.
❌ Never say “That’s not how it’s made” or “That’s what you ordered.”
❌ Never roll your eyes or make the customer feel like a burden.

The Allergy / Dietary Customer
Signs: “Does this have dairy?” “Is there gluten?” “I’m vegan.”

✅ Take every allergy seriously. Never guess.
✅ Dairy-free: oat milk, almond milk, coconut milk available.
✅ Gluten-free bagels available (+$3) — always use a separate board and knife.
✅ Nut alerts: almond flakes and peanut butter in acai bowls — always mention this.
❌ Never say “I think it’s fine.” If unsure, find out.

The Large Group / Big Order
Signs: “I’m ordering for the office,” 5+ drinks.

✅ “Nice! Let’s take this one at a time — I’ll get everything right.”
✅ Write everything down. Read it back before charging.
✅ Label drinks clearly for easy hand-off.
❌ Don’t rush and make mistakes. One wrong drink on a big order costs the whole group.

Kids & Families
Signs: Children present, parents ordering for multiple people.

✅ Acknowledge the kids directly — “Hey! You helping pick today?”
✅ Know non-caffeinated options: acai bowls, juice-based drinks.
✅ If there’s a spill: handle it without making anyone feel bad.
❌ Don’t ignore the kids. They’re customers too.

The Price-Conscious Customer
Signs: Asks about pricing, hesitates at the total.

✅ Never make someone feel bad for asking about price.
✅ “Our [X] is one of our most popular and it’s [price] — a lot of people love it for the value.”
✅ Know which items are best value (larger sizes, combo options).
❌ Never make someone feel judged for their order size or budget.

The 10-Second Rule Every car gets acknowledged within 10 seconds of pulling up — even if you’re mid-order. A quick “Hey! Welcome to Maple Blues, I’ll be right with you!” through the window is enough. Silence feels like being ignored.

Taking the Order ✅ “Hey! Welcome to Maple Blues — what can we make for you today?”
✅ Always repeat the order back before charging: “So I’ve got [full order] — does that sound right?”
✅ Give the total clearly and warmly.
✅ If the line is long: “We’re moving through orders fast today — thanks for your patience!”

The Hand-Off ✅ Make eye contact when handing through the window.
✅ Say the drink name: “Here’s your [drink]!”
✅ Close with: “Thanks so much — have an amazing day! Absolutely love seeing you!”
❌ Don’t close the window until the customer pulls away.

When the Wait is Long ✅ Acknowledge it proactively: “Hey, I know you’ve been waiting — we’re almost there. I really appreciate your patience.”
✅ Check with manager on comp/upgrade for very long waits.
❌ Never let a car sit with zero communication for more than 30 seconds.

Wrong Order at the Window “I’m so sorry about that — we’re going to fix this right now. Hang tight for just a minute.”
Remake it. No debate. Speed + kindness = fixed. A customer who gets a wrong order fixed fast will talk about the great service, not the mistake.

The Recovery Formula Every service failure has a 3-step fix:

1. Acknowledge — “I’m really sorry about that.” No “but,” no explanation first.
2. Act — “Let me fix that right now.” Then do it. Fast.
3. Appreciate — “Thank you for telling us — it helps us get better.”

Wrong Drink “I’m sorry about that — let me remake that right now.” No attitude. Hand off corrected drink: “Here you go — this one’s right. Thank you for your patience.”

Customer Doesn’t Like Their Drink “I’m sorry it wasn’t what you expected! Can you tell me what you were looking for? I’d love to find you something you’ll actually enjoy.”
✅ Offer to modify or suggest something closer to what they wanted.
❌ Don’t argue that the drink is correct. Their experience matters more than being right.

Long Wait / Forgotten Order “I am so sorry — your order got delayed on our end and that’s on us. I’m making it right now.”
✅ Prioritize immediately. Flag to manager for possible comp on long waits.
❌ Don’t blame the kitchen, system, or a coworker. Just fix it.

When to Get a Manager Always involve a manager if:
• Customer is still upset after a remake
• Someone is raising their voice or being aggressive
• There’s a possible food allergy reaction
• A comp or refund is needed
• You’re unsure what to do

Getting a manager is not a failure — it’s the right call. Never let a situation escalate because you didn’t ask for help.

Almost there. Check off each item below when you're ready — the last one needs your manager.

GoalBar is fully stocked, clean, and ready before the first customer hits. If the bar isn't ready when the doors open, that's on the opener. Every detail matters.

RuleClosing is not done until everything is done. Not mostly done — fully done. The opener tomorrow sets up from what you leave tonight. Take care of them the way you'd want to be taken care of.

Drive-Thru StandardCars move faster than walk-ups. Your station has to be completely ready before the first car pulls up — zero scrambling during service.

RuleDrive-thru closing is every bit as thorough as bar closing. A dirty window station is unacceptable. The opener tomorrow will judge the work you did tonight.

Almost there. Check off each item below when you're ready — the last one needs your manager.

These aren't suggestions — they're your scripts. We take all orders at the window, which means the window opening IS the greeting. No speaker, no buffer — you're face-to-face from second one. The customer's entire impression of Maple Blues starts the moment that window slides open. Make it count every time.

Window Opens"Hey! Welcome to Maple Blues — what can I get started for you?" — Every car. Every time. Full energy the instant that window slides open. Smile before you speak.

After Taking the Order"Is there anything else I can add for you?" — Always ask. Then start building the second the order is confirmed — don't wait.

Upsell Moment"Have you tried our [recommendation]? It's really good with that." — Make it personal, not robotic. Do this while you're building — multitask.

Order ConfirmationRead back the complete order before taking payment — every item, every modification. "So I've got a large iced vanilla latte with oat milk and an extra shot — does that sound right?" Get the yes before you charge.

Taking Payment"Your total is $X!" — Smooth, fast. While payment processes, the drink should already be building. Don't stand still.

The Hand-OffHave the drink ready before you open the window whenever possible. Eye contact, two hands on the cup. "Here's your [drink name]!" — say the name like you're proud of it.

The Send-Off"Absolutely! Have an amazing day — we'll see you next time!" Smile stays on until the window closes. Always.

When They Need to Pull Up"Hey, I'm going to have you pull forward just a bit — I'll bring that right out to you!" Say it cheerfully. Never apologetically.

Speed is our product. A customer in the drive-thru chose us because it's fast. Every second you save them is a reason they come back. Every second you waste is a reason they don't.

The 3-Minute RuleFrom the moment a car places their order to the moment they receive their drink — target is 3 minutes or less. Know where you are in that window at all times.

Build ImmediatelyThe moment the order is confirmed and payment is processing — the build starts. Don't wait for the window to close, don't wait for change to be counted. The second you have the order, someone is building.

Almost there. Check off each item below when you're ready — the last one needs your manager.

When the line backs up, the floater is the difference between chaos and control. Maple Blues runs with a floater for a reason — use them. Line-busting is how Dutch Bros moves 200+ cars on a busy morning. It's how we do it too.

Line-Bust ThresholdWhen 4 or more cars are queued, the floater goes outside. Don't wait to be told — if you see the line building, call it out.

Floater Role OutsideWalk to cars 3–4 in line. Greet them, take their order, enter it in the system. Goal: their drink is ready (or nearly ready) before they reach the window. You're buying back time for the whole line.

Window + Floater CommunicationFloater calls out the order to the window person as they enter it — "Order in, car 4, silver SUV." Window person confirms out loud. No surprises, no missed orders.

Order at the WindowIf a car pulls up and hasn't pre-ordered through the floater, take the order at the window — just move fast. Don't make them feel like they did something wrong.

A good upsell doesn't feel like a sales pitch — it feels like a helpful recommendation from someone who knows the menu. Your job isn't to push. Your job is to make sure they don't leave without something they would have loved if they'd known about it.

Energy Drinks"Want to add a flavor shot to that? The [syrup] is really popular in it." — or — "Want to size up? It's only [price] more."

Espresso Drinks"Want an extra shot in that? It makes a big difference." — or — "Have you tried it with [syrup]? It's really good."

Any Iced Drink"Would you like a cold foam topper on that? It adds a really nice texture."

Any Order Without Food"Are you adding anything to eat? The [item] pairs really well with that."

The RuleOffer once, take the answer, move on. No pressure, no repeating. A no is fine — you still asked.

Almost there. Check off each item below when you're ready — the last one needs your manager.

A customer with an allergy is trusting you with their health. This is not the section to skim. One mistake here can send someone to the hospital. When in doubt, stop and get a manager. Every time.

The Big 9 AllergensMilk · Eggs · Fish · Shellfish · Tree Nuts · Peanuts · Wheat · Soybeans · Sesame. Know these by heart.

What to Say When Someone Mentions an Allergy"I want to make sure I get this right for you — let me check on that." Then actually check. Get a manager if you're unsure. Never guess.

Be Honest About Our EnvironmentIf asked, say: "We can't guarantee a fully allergen-free environment, but I can tell you exactly what's in [item]." Don't promise something you can't deliver.

Non-NegotiableFood safety is not optional. A single mistake can make a customer sick. When in doubt, throw it out.

Almost there. Check off each item below when you're ready — the last one needs your manager.

Turbo ChefOur primary cooking oven. Used for bacon, eggs, grilled onions, and more. Always press the correct preset button for each item. Never guess cook times — use the button.

Belt ToasterUsed for all bagel toasting. Feed bagels cut-side down. Never jam the belt or force thick items through.

MicrowaveUsed for crisping bacon after it comes out of the warmer, and reheating items as needed.

Prep StandardPrepped food should always look like it was just made. Never serve anything that looks tired or old.

Presentation MattersAcai bowls are a visual product. Customers photograph them. Make every bowl look like it belongs on Instagram.

Build OrderToast → Cream Cheese → Bottom fillings → Top fillings → Wrap. Always confirm the bagel type and cream cheese before building.

Almost there. Check off each item below when you're ready — the last one needs your manager.

☕ The Build Order — Every Espresso Drink
1. Flavor syrup — always first, into the empty cup
2. Espresso — pulled and added second
3. Milk — steamed for hot drinks, cold pour for iced
4. Ice — always last for iced drinks

Exception: Macchiato — espresso floats on top by design. Exception: Float toppers always go last, even after ice.

⚡ The Build Order — Every Energy Drink
1. Flavor syrups — always first, into the empty cup
2. Energy base — poured second
3. Milk — if the drink calls for it
4. Ice — always last

Float toppers (OJ, Coconut Milk): always go on top after ice — never stir them in.

Almost there. Check off each item below when you're ready — the last one needs your manager.

Rule #1 Stay calm. Never match an upset customer's energy.

Before you're on the floor solo, you need to know this cold. Go through each item below. If you can't answer it confidently, go back and study — then come back to this. A customer will ask you these things. You need to be ready.

Almost there. Check off each item below when you're ready — the last one needs your manager.