guide to swamp rabbit cafe & grocery
TRANSCRIPT
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GUIDE TO SWAMP RABBIT CAFE & GROCERY1
In this Operations Manual you will also find the link to the Employee Handbook that you signed upon hiring. The handbook contains major company policies and legal information. Basically, the information to help get you started. This Operations Manual will help you on a day to day basis, understanding your role and the operations of SRCG as a whole. The Table of Contents should help point you in the right direction.
"It is not the most intellectual of the species that survives;
it is not the strongest that survives; but the species that survives is the one that is able to adapt to and to adjust best to the
changing environment in which it finds itself..." -Leon C. Megginson, 1964
In this manual you will find information on basic Swamp Life, as well as guidance to perform your duties correctly, efficiently and safely. Please know that this manual will change, sometimes frequently. Since we are a rapidly growing small business that is also affected by unknowns like weather, nature, deliveries, etc., we learn to shift and adapt. This is the location where you will find the most up-to-date information.
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General Information 6Map 7SRCG Storyline 8Vision 9Mission 9Values 10Swamp Standards 11Swamp Terms 13Community Involvement 14Resource Management 15Recycling 15Composting 16Events 17Fleas 18
The T
eam
The Business…5
Staff Directory 20Staff Roles Information 21Responsibility Flowchart 22Teamwork Values 23Conflict Resolution 24Staff Communication 25Slack Communication 26Customer Communication 27Phone Communication 28Staff Information 29Calling Out & Time Off 30Staff Perks 31Food & Breaks 32Staff Uniform 33Closing Policy 35Lock Up Checklist 36Cleaning Standards 37Cleaning Process 38Bathroom Cleaning 39Bathroom Checklist 40Driving & Parking 41
The Team…19
TABLE OF
The link to the online version of this manual can be found at:
swamprabbitcafe.com/manual
The password is:205cedar
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The Grocery
The Kitchen
The Cafe
The Food Hub
In order to reduce the file size of this document and save time on loading, the following sections can be found by clicking on the links below, or on
their designated page in this document. Once in that section, you can click on the link in the right hand
corner to bring you back to this document.
SWAMP RABBIT CAFE & GROCERY
THE
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Swamp Rabbit Cafe and Grocery
205 CEDAR LANE ROADGREENVILLE, SOUTH CAROLINA 29611
PHONE: 864.255.3385FOOD HUB: 864. 326.8351
Store HoursSUN – SAT…..7:30 - 7:00 SWAMPRABBITCAFE.COM
EST.2011
EAT LOCAL
www.instagram.com/ swamprabbitcafe
RIDE BIKES
Bread DeliveriesGREAT HARVEST M, W, FNOSH SIMPLE KNEADS
WiFi Password
localfoodrules
Trail Info:3 MILESDOWNTOWN GVL6 MILESFURMAN8 MILESTRAVELERS REST
SRT Bike ShopWEATHER DEPENDENTWED - SAT… 10:00 - 5:30SUNDAY…..… 12:00 - 5:30MONDAY – TUESDAY… CLOSED
WE ♡ LOCAL FOOD
Greenville Cycling HoursMON - FRI…. 12:00 - 5:00SATURDAY..…9:00-3:00SUNDAY…..…CLOSED
Directions to Swamp Rabbit Cafe from downtown:From N. Main Street, take a left on College Street/SC-183, go West and follow SC-183 for 2 miles. SRCG will be on your left. Our building has Cafe & Grocery in large white letters on the top.
SRT MILE MARKER 31.3We envision a community that celebrates and
supports a just and sustainable food system that allows small local farmers to thrive.
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BACK OFFICE
KID ROOM
KITCHEN
BIKE SHOP
SHIREOZ
NARNIA
ATTIC
KANSAS
DECK
KITCHEN CLOSET
WALK-IN FREEZER
WALK-IN FRIDGE
PRODUCE ROOM
FREE TO STAFF FRIDGE
POTATO SHOWER
RESTROOMS
MIDDLE OFFICE
STAIRS TO BASEMENT
EMPLOYEE MOP CLOSET
BAKER’S FRIDGE DUNGEON
HOT SEAT
PROCESSING ROOM
ICE MACHINE
COMPOST
REGULAR TRASH
DUMPSTER
RECYCLING DUMPSTER
CARDBOARD DUMPSTER
PRODUCE SINK
DISH SINK
FRONT PORCH
STEPS TO BASEMENT
RECEIVING RAMP
SMOKING AREA
STORAGE
PIZZA CONTAINER
GROCERY
CAFE
RECEIVINGAREA
EVENT SPACE
PREP KITCHEN
LOST & FOUND
MASSAGE
CUSTOMER COMPOST
FIRST AID
GARDEN
STAFF LOCKERS
LOADING DOCK
MAP
PRINTER
EMPLOYEE PARKING
GLASS
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REGULAR TRASH
DUMPSTER
ALASKA
7
BASEMENT MAP
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SWAMP RABBIT CAFE & GROCERY STORYLINESPRING 2011
Mary and Jac left their jobs at Upstate Forever, an environmental non-profit, to embark on opening the first neighborhood grocery store, bakery and cafe in Greenville dedicated to sourcing direct from small family farms. They wanted their store to be safely accessible by bike, foot, or car. Mary didn’t have a car and traveled (almost) everywhere by bike.
SUMMER 2011
During a bike ride, Mary stumbled upon an abandoned building on Cedar Lane Rd, where the Reedy River and Swamp Rabbit Trail meet. The building was on the Swamp Rabbit Trail and had had many lives, including previously having been a meat processing facility. Mary and Jac contacted the owner, Scott McCrary of TTR bikes, and found out that the property had been slated to become a scrap metal yard. Jac and Mary convinced Scott to renovate the building for their business idea. Scott agreed and went on to become a mentor to Jac and Mary and played a crucial role in the opening of the Swamp Rabbit Cafe and Grocery.
SEPTEMBER 2011
With the United States still in a recession, Jac and Mary took out a small loan and pooled their life savings together and opened the Swamp Rabbit Cafe and Grocery. It had 0 employees - only Jac, Mary, their husbands, and Mary’s brother-in-law Mehmet ran the store. The entire cafe and grocery was in what is currently just the cafe space.
OCTOBER 2011 Jac and Mary hired their first and second official employees, Jon, now affectionately known as Jon Bouchon; and Gideon, whose mom emailed a plea to the duo to hire her son.
NOVEMBER 2011 Thomas was born the day after Thanksgiving. Gideon tried to catch him but failed.
FALL 2012SRCG continued to grow throughout the year and ran out of space. Jac’s husband, Allan, came to the store night after night to build what is now known as “Oz” the former produce room.
NOVEMBER 2012After a long, busy day of working the day after Thanksgiving, Mary, who was 9 months pregnant, treated Jon to his favorite Chinese take-out. The food was so bad, it facilitated Mary’s labor and she soon gave birth to Eli.
FALL 2013SRCG bakers were still making sandwiches and baking delicious pastries and breads out of the same space in the cafe. SRCG ran out of space yet again and acquired the space currently known as the Swamp Kitchen.
FEBRUARY 2015 Andrew was born! While Jac was away, Mary hired Chef Judi.
MAY 2015 James was born!
OCTOBER 2015SRCG was awarded a grant of $100,000 from the U.S. Department of Agriculture’s Local Food Promotion Program. The grant would help fund the grocery’s expansion and allow SRCG to buy more food from farmers.
JANUARY 2016Named a Slow Food Upstate Snailblazer in recognition of bringing a wide array of local foods to Upstate South Carolina every day, for baking from scratch with organic ingredients, and helping the local community to know its local growers by name. We were also acknowledged in appreciation of the classes that we host on cooking, gardening, and sustainable living.
SUMMER 2016● Named Greenville Small Business Development Center Business of the Year● SRCG expands for the third time, more than doubling its existing space of 2,600 sq. ft to 6,100 sq. ft.
FALL 2016In recognition of the barriers to selling local meat when the only option to do so is frozen, SRCG was awarded another USDA grant to open the first whole animal butchery in Greenville.
JANUARY 2017 Swamp Pizza opens
MAY 2017 Named South Carolina Female Business of the Year
NOVEMBER 2017 Named Carolina Farm Stewardship Association’s Business of the Year
2018 Swamp Rabbit Food Hub begins actively delivering fresh local produce to local restaurants & regional food hubs
FEBRUARY 2018● Named Greenville Chamber of Commerce 2017 Small Business of the Year● Named Upstate Forever Sustainable Business of the Year for 2017
DECEMBER 2018 Jac and Mary vow to not start anything new for 1 whole year
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MISSION
🚲 a grocery store specializing in local and regional goods with the best selection of farm fresh produce, meat and dairy;
🚲 a cafe with sustainably sourced craft coffee and espresso and sandwiches on our made daily stecca bread;
🚲 an artisan bakery with scratch made pastries with wholesome ingredients;
🚲 Cooking classes featuring seasonal and cultural cooking techniques;
🚲 a community gathering place for fun events; and
🚲 a food hub for distributing wholesale produce and meat across the region in order to further support our farmers and increase local food availability in restaurants, stores, and institutions.
MISSION- WHAT WE ARE & WHAT WE DO
Our mission is to buy, sell, and cook with fresh, local food to support a sustainable food system and provide a community space where people come together to celebrate meals.
OUR VISION-We envision a community that celebrates and supports a just and sustainable food system that allows small local farmers to thrive.
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OUR VALUES- THIS IS HOW WE DO IT
We are passionate about the source and taste. We know and care about where our food comes from and how it was made because this is more than a job. We buy from local, sustainable farmers because we want them to succeed - their success is a win for the community. It important that every item we sell is the highest quality, best tasting, and freshest possible option for our customers.
We want to be a force for good in our community. We are working for the greater good of our community by retaking control of our food systems one delicious bite at a time. We value collaboration and we work with anyone who wants to contribute to the cause. We want to inspire a local food revolution where people have control of their food.
We treat our customers and suppliers like family. We care about our neighbors, co-workers, customers, farmers, and vendors and we treat each other with kindness and respect. We are addressing the huge inequity in today’s food system by putting people first. We treat you like family because we’re all in this together. We want to do whatever it takes to make each customer experience the best ever!
We love what we do and we have fun doing it. We unite neighbors around food and fun. We are grateful for the opportunity to be a part of a movement to connect small family farms with food artisans and we enjoy every minute of it. We tell good jokes because we like to make people smile, if not laugh out loud.
We value hard work and creativity. Feeding people tasty and wholesome food is no small task. We hustle to get the job done and find innovative solutions to any barriers and challenges.
We strive to be environmentally sound, socially just and economically viable. We believe operating a sustainable business can support the growers who act as stewards of the environment, ensure that all of those from farm to table are making a living, and provide quality product at a fair price. Our customers are not only supporting a business but investing in the future of our local food system.
OUR
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STANDARDSWe are passionate about the source and taste. We know and care about where our food comes from and how it was made because this is more than a job. We buy from local, sustainable farmers because we want them to succeed - their success is a win for the community. It is important that every item we sell is the highest quality, best tasting, and freshest possible option for our customers.
● First and foremost, we are transparent about what ingredients we use, where they are from and what are the practices in producing them
● In order of choice for ingredients:⬩ Local AND organic⬩ Local and grown without use of chemical inputs⬩ Local ⬩ Regional ⬩ Small batch/ artisanally produced/ relationship based (e.g. Jeni’s)⬩ Certified organic
● Our meat is always pasture raised, antibiotic and hormone free.
● You will not find the following ingredients at SRCG. If one of these ingredients is discovered in one of our products, it is a mistake. Please discreetly bring it to a manager’s attention immediately.
⬩ Artificial food coloring⬩ Artificial flavor ⬩ High fructose corn syrup⬩ Hydrogenated oil⬩ Commodity meat / factory farm
● We are careful about cross contamination with our speciality items but we are also careful to let customers know that cross contamination is a risk because we do not have an allergen free kitchen
● Every person is responsible for the quality of food we serve- if you see something you are not comfortable with serving, don’t! This ranges from serving a sandwich in which the bread slid off (ask hotseat to adjust back or put on gloves and adjust!) or wrinkly peppers in the grocery cooler..
We want to be a force for good in our community. We are working for the greater good of our community by retaking control of our food systems one delicious bite at a time. We value collaboration and we work with anyone who wants to contribute to the cause. We want to inspire a local food revolution where people have control of their food.
● Being a force for good in the community begins with a smile - we strive for every customer, vendor, and employee interaction to the best one- every customer is greeted at the door. If we encounter a customer within 10 feet, we smile and make eye contact and within 4 feet we smile and offer a greeting such as “can I help you find something,” “do you have any questions,” “good morning, welcome”.
● Every employee actively looks for ways to contribute to the greater good - of each other, of the business, of the community.
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SWAMPWe treat our customers and suppliers like family. We care about our neighbors, co-workers, customers, farmers, and vendors and we treat each other with kindness and respect. We are addressing the huge inequity in today’s food system by putting people first. We treat you like family because we’re all in this together. We want to do whatever it takes to make each customer experience the best ever!
● Everyone is a friend here- vendors, customers, staff. We are not too busy to make eye contact and a welcome.
● We always look to find a way to get answers to questions we don’t know. We never just say “no”- we always offer an explanation, alternative or opportunity to follow up.
● Our store sparkles because every day “we are having company”. We RUN to get the mop, broom, rag to prepare the space for the next customer.
● In ANY area of the store, if we see a mess, we clean it immediately or communicate to the appropriate person if the mess is too large for a quick clean up. Toilet paper and paper towels in the bathroom, rotten veggie on the floor, a coffee drip, crumbs on a table are all examples of things everyone is expected to address immediately no matter the department.
● No task is more important than the customer in front of us. ● We never say “that is not my job”- if we have concerns with a task the proper channel to communicate
is with a manager privately after completing task ● When we have a conflict with customers, co-worker, managers, we confront the issue head on as
soon as the appropriate “time and place” are available
We love what we do and we have fun doing it. We unite neighbors around food and fun. We are grateful for the opportunity to be a part of a movement to connect small family farms with food artisans and we enjoy every minute of it. We tell good jokes because we like to make people smile, if not laugh out loud.
● We proudly adhere to the dress code: swamp shirt, closed toed shoes, nametag● We look for opportunities to educate one another and our customers about who we are and what
Swamp values are. ● We read all staff communication: staff newsletter, slack, printed sheets, and store posters so we are
up to date with store info and can answer questions and promote our fun activities and products.
We value hard work and creativity. Feeding people tasty and wholesome food is no small task. We hustle to get the job done and find innovative solutions to any barriers and challenges.
● We are not only doing quality work but doing it efficiently in every way. ● We welcome the suggestions of employees and customers alike to help us become the best we can
be. Suggestions are received through Square, written feedback, in store verbal comments, Deputy and Slack.
● We believe in great communication and know that in order to be great at what we do, we have to be great communicators. We believe nothing can replace personal contact and face to face communication. We explain policies, problems, and other information, both in person and written. Slack is our main channel of written, documented communication. We step out of customer sight when using slack on our phones.
● We check in frequently with each other and managers complete reviews on time.
We strive to be environmentally sound, socially just and economically viable. We believe operating a sustainable business can support the growers who act as stewards of the environment, ensure that all of those from farm to table are making a living, and provide quality product at a fair price. Our customers are not only supporting a business but investing in the future of our local food system.
● We put people first- the producers, staff, and community. ● We do the research on products so customers don’t have to.● We believe in reducing waste through composting and recycling all that we possibly can.● We choose to buy local even when it’s not the most profitable option.
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I’M SORRY, COULD YOU REPEAT THAT? IT SOUNDED LIKE YOU SAID POTATO SHOWER
HOT PAN/POT!Someone is
walking near you with a hot item.
POGACHAA turkish pastry stuffed with seasonal fillings in
hand rolled bread.
SWAMPIE/SWAMPER Affectionate term for a Swamp staff member.
LEXANFood safe plastic
containers for kitchen prep.
ORDER UP!In Hotseat
when an item is ready.
KITCHEN LINGOLearn these and use them. Shout it out!
NARNIAwalk-in freezer past Kitchen
KANSAScanned good storage shelf in the kitchen
86When an item or
an ingredient runs out
SHARP/KNIFE!Someone is walking
near you with a knife.
ALL DAY!Total number of a specific item currently in the ticket queue.
YOU CAN SAY THAT AGAIN!
MISE EN PLACE(MEP)
French for “everything in its place.” Basically,
the ingredients are prepped
BEHIND!Someone is right behind
you. Announce any location if you are near
someone, (e.g. overhead)
HEARD!You heard it, understand it
and are going to do it.
SPEAK
OPEN OVEN!Someone is opening the
oven near you.
FIRE!Just get on out of there!
DUNGEONbasement type storage past Cafe bathrooms
POTATO SHOWERan old shower turned home for our back stock potatoes
WHERE?Check the map for the actual whereabouts!
SHIREPrep kitchen walk-in fridge
THE WALK-INnickname for the fridge and freezer in Grocery
ATTICdry goods and paper storage can be found here
FREE TO STAFF (F2S)fridge in back office with free items for staff
OZwalk-in refrigerator
NOSH TABLETable for eating and
personal food and drink in the kitchen.
EXPOThe person who puts final touches on food
assists in delivering food in Cafe.
THE LINEAssembly line in Cafe where
the magic happens to get the food out.
MACMary & Jac
BERTHALarge mixer in
the kitchen.
DNRDid not receive
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RECYCLING & COMPOSTINGWe collect compost and
recycling bins are provided next to trash cans to reduce contribution
to the landfill.
Our involvement includes the following:
The
We make regular donations to Loaves & Fishes (Sat. mornings). Other nights, a
volunteer from the list in the café, may call & pick up extra food. If we have a large
amount leftover and no one has called, a staff member may call volunteers or drop off at the Washington Street Miracle Hill
rescue mission.
IN-KIND DONATIONSWe support local charitable groups
with donated pastries or gift cards. If a customer asks about
receiving a donation, ask them to send a request to
www.swamprabbitcafe.com/donations.
EMPLOYEE PARTNERSHIPSWe currently work with Mill
Village Farms, Eckerd Connects and
Gateway House.
Community
SPRING & HOLIDAY FLEASArt markets for local makers to
promote and sell their products in person
MILITARY & FIRST RESPONDER DISCOUNT
10%- This includes military, police, EMT & firefighters
FAMILY FRIENDLY EVENTSIncluding holiday parties with
music, free or low cost children’s activities (art
projects, Easter egg hunting).
BREAD DONATIONSWe make regular donations
to individuals in the community who can put our bread to good
use and our employees are welcome to take select pastries home at the end of the night.
FARMERS’ MARKETSWe are always at the
downtown Greenville & Travelers Rest markets
PIG ROASTSPig roasts in past have benefited
Project Host, Bethel Trails Farm and YouthBASE.
MEETING SPACE We provide a meeting place
for certain non-profit organizations.
VENDOR DISCOUNT SRCG vendors receive a 10% discount card
upon delivery.
DANCE PARTIESWe donate 10% of our monthly
dance party sales to local nonprofits.
We love Greenville. We love the Upstate.
We love our community, so we look for ways to support it.
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RECYCLING-Recycling bins are provided next to all trash cans to reduce overall contribution to the landfill. -We also take back egg carton flats for farmers who can reuse them. We cannot take back egg cartons. Flats are located in receiving on the top shelf beside the check boxes.-We work with other small vendors who can collect and reuse their packaging (AppalaChai, and waxed boxes to name a few).
WHEN TAKING RECYCLING TO THE DUMPSTER-There are TWO light green recycling dumpsters, one for ONLY cardboard (no waxed cardboard) and the other is for all other recyclables (aluminum, plastics #1 & #2s, paper)-Recyclables must be dumped out of the bag into the dumpster, no bags in the recycling dumpster-Make sure the lids are closed on the recycling dumpsters so they do not get wet
YES WHAT CAN BE RECYCLED? NO♻ paper ♻ plastic (must be 1’s & 2’s)
♻milk jugs (rinse out)♻clean smoothie cups♻baking powder/soda tubs
♻ metal♻tin cans♻aluminum cans
♻ cardboard♻boxes♻glove boxes♻egg crates
♻ tetra pak (almond/oatmilk)
♻ glass (lime green glass ONLY bin located by compost bins)
♻ waxed cardboard♻ napkins, paper towels♻ food scraps♻ plastic wrap & cellophane♻ plastic bags - zip locks and grocery bags♻ quiche containers♻ gloves♻ bubble wrap
REDUCE. REUSE. RECYCLE. RETHINK. REPURPOSE. REPAIR. RESTORE. REIMAGINE. REMIX.
MANAGEMENT Here at the Swamp, we strive to be environmentally sound and we believe operating a sustainable business can support the growers who act as stewards of the environment. Being careful with our resources reduces our waste and minimizes our impact on the environment. It also allows SRCG to save money to keep us in business and serving as a vital link between local farms and local consumers in the long-run.
HERE ARE SOME WAYS YOU CAN HELP:♳ Let customers know that they get a 10¢ discount when they bring their own bag, and thank them! ♴ Ask customers if they would like their coffee in a mug.♵ Use smaller, lighter packaging when possible (to-go bags rather than boxes)♶ Let customers choose to use lids, sleeves and straws (lids for kids and people with their arms full).♷ Minimize your use of paper products by drinking from mugs or bringing in your own cup/mug.♸ If you see a product that is about to expire, bring it to the Grocery Chief’s attention so that the product
can be used or put on sale.♹ Look for other ways to reduce waste and bring your ideas to your manager.
DO YOU EVER FEEL LIKE A PLASTIC BAG, DRIFTING THROUGH THE WIND…?Bags are a necessity around here. We have bags for customers, bags for produce, bags for trash, the list goes on. We minimize our environmental impact by providing bags that are biodegradable, which include our “t-shirt” bags used at registers for customers. Many of our staff and customers are committed to reusing bags whenever possible.
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Composting is the process of recycling various organic materials otherwise regarded as waste products to produce compost, a nutrient-rich fertilizer for plants.
COMPOSTING AT THE SWAMP:♻ Compost is collected in 5 gallon buckets, lined with compostable bags (to aid in smell and cleaning) in the Cafe
and the Kitchen. With all of the egg shells, produce scraps and other materials, those buckets fill up!
♻ Each night the buckets are dumped into the Atlas composting bins outside for pick up and the compostable bag insert is replaced for the next day.
♻ Atlas is a local company who collects food scraps, then creates and sells compost at Twin Chimneys Landfill.
♻ We are also a drop off/pick up location for Atlas Compost House, a home composting program in which customers drop off food scraps and pick up monthly bags of ready to use compost. More information on this program can be found in the Grocery section.
WHAT CAN BE COMPOSTED?YES NO
♻ our produce bags♻ fruit/veggie scraps♻ dairy and bread♻ eggshells♻ rice and beans♻ spoiled leftovers♻ cooked proteins♻ paper towels/napkins♻ wax paper/board♻ coffee/tea grounds♻ parchment paper♻ cardboard
Tip: Anything that comes from the Earth that you can eat is compostable.
♻ any plastic♻ glass♻ styrofoam♻ aluminum foil♻ large amounts of oil♻ tobacco products♻ pet wastes or hair♻ ash or coal♻ chewing gum♻ textile materials♻ gloves♻ baby wipes♻ raw meat♻ bubble wrap
REDUCE. REUSE. RECYCLE. RETHINK. REPURPOSE. REPAIR. RESTORE. REIMAGINE. REMIX.
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EVENTS
The Event Space is available for customers looking to host an event. Whether it is a dignified business meeting or a raucous birthday party, the Event Space can handle all kinds of soiree situations.
BASICS- The event space can be reserved by the hour 7 days a week.
CAPACITY-This depends on the nature of the event, but we can seat 30 to 35 for most gatherings in the event space.
FOOD AND DRINK● CATERING- Customers have access to the full Catering Menu if they would like to have food at
their event. Customers can always check out our current offerings at: http://swamprabbitcafe.com/menu-cafe/catering
● BEVERAGES- We can work with customers to choose wine and beer from our grocery selection.
● SPECIAL REQUESTS- Are allowed and we’ll do our best to accommodate.
● OUTSIDE FOOD AND DRINK-We do not allow outside food or drink with the exception of special occasion cakes.
RATES- A deposit is required for most events. Separate weekday and weekend rates. Up to date pricing information, as well as more details can be found at: http://swamprabbitcafe.com/eventspace/
HTTP://SWAMPRABBITCAFE.COM/EVENTS
Dance PartiesMovie Nights
Eggplant Parm DinnerFirst Responder’s Day
S’mores SaturdaysStrawberry Festival
Chinese New YearLittle Monsters
Mardi GrasEaster Egg Hunt
Pet Adoption DaysTap Takeovers
Farmer Appreciation Heirloom Festival
Make Believe DaySwamp Birthday Party Mimosa’s for Moms
Y’ALL WANT THIS PARTY STARTED QUICKLY, RIGHT?It’s no secret, the Swamp Crew loves a party! Almost every week there is an exciting event going on. And you have NO excuse not to grace us with your face! If by some chance you happen to miss the posts on Slack, posts on Instagram, and the ton of colorful posters hanging around Swamp, you can always get the up to date Swamp goings-on at the website:
(besides, word on the street is that you get extra brownie points for shakin’ your groove thang at the dance parties!)
Customer questions should be directed to the Events Captain Rachel- [email protected]
I DON
’T AL
WAY
S RE
NT A
N EV
ENT
SPAC
E, B
UT W
HEN
I DO, IT’S AT SWAMP RABBIT CAFE AND GROCERY
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FLEA
VENDOR SELECTION PROCESS● We can accommodate approximately 40 vendors for each Flea date. Booth fee
is $30 for each date.
● A vendor may apply for one or both dates. A few applications will be accepted for both dates and others will be accepted for only one date chosen at our discretion. We will be unable to accept some applications for either date.
● We use a juried selection for our vendors and try to curate a diverse mix of mediums and products for each Flea.
● Registration typically remains open for 2 weeks and has a set close date. All applications are then reviewed and acceptance emails are sent which includes a link to pay the booth fee. Fees must be paid within 7 days of email receipt.
● Any vendor not accepted initially will be placed on the waitlist. We will follow up with waitlisted vendors if there are booth openings.
● Once selection is completed, applicants will be contacted regarding their status.
FLEA
JUST ONE TENT AWAY FROM A FULL-BLOWN CIRCUSThe Spring Fleas take place in April, and the Holiday Fleas take place in December. Both of the Fleas are held on Saturdays around mid-day, and we are always crossing our fingers for good weather! Artists must apply and be selected in order to participate. Approximately 40 vendors are chosen for each Flea date after a juried selection process. This process is quite an undertaking and Rachel begins preparing months in advance to find the best vendors.
Artists looking for more information on participating in or applying to the
Flea can go to the website at:swamprabbitcafe.com/flea
Or email Rachel at: [email protected].
The Spring and Holiday Fleas are (mostly) outdoor art markets put on by SRCG. They are another opportunity for us to help support our community by supporting local artists and makers. The Fleas allow local artisan purveyors to promote and sell their products in person. Another great bonus is that many of the items made and sold are recycled, repurposed or reimagined.
Where do you go when you’re feeling high maintenance and want to taste 8 types of local honey, are in the mood to buy a new piece of artwork, but it is imperative that you shake the artist’s hand, and your shopping list includes a small batch beard oil, a handmade candle and an elaborate clay pot?
The answer? The Flea!
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THE
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MACJac Oliver and Mary Walsh (referred to by staff collectively as MAC) are the co-owners of SRCG. Mary is a civil engineer by training, and Jac has a degree in biology and a master’s degree in natural resources management from Clemson. They spent their first few years out of college sweating over the details of things like water quality issues and convincing landowners to put their property into conservation easements. While working together at Upstate Forever they developed the idea to bring together their love of the region’s food products and their appreciation for a healthy lifestyle in the form of a locally-sourced grocery store and cafe. Mary and Jac can be contacted via email.Jac Oliver: Integrator - [email protected] Walsh: Visionary - [email protected]
ASSISTANT GENERAL MANAGERWill Strickland: Assistant General Manager - [email protected]
KITCHENJudi McRae: Head Chef - [email protected] Lyons: Prep Cook CraftsmanJessica Weiser: Prep Cook CraftsmanJohn Eargle: - [email protected] Pitman: Events Captain - [email protected] Smith: Pastry Captain - [email protected] Vollmer: Hot Seat Coach- [email protected] Aiken: Catering & Wholesale Coach - [email protected] Leifheit: Foodservice Buyer Coach - [email protected]
CAFEWill Strickland: Cafe Chief [email protected] Scott Hensel: Cafe Coach- [email protected] Butz: Cafe CraftsmanVictoria Parizo: Cafe Craftsman
GROCERYJonathan Raduns: Cafe Chief [email protected] Clawson: Produce Coach- [email protected] Hicks: Alcohol Craftsman - [email protected] Clark: Grocery Buyer & Gift Basket Coordinator - [email protected]
FOOD HUBStephen McRae: Sales & Receiving Coach - [email protected] McCluskey: Food Hub Buyer Coach - [email protected]
SWAMP OFFICEJon Hedden: Maintenance Coach - [email protected] Erin Hicks: Customer Retention & IT Craftsman - [email protected] Thompson: Swamp Staff & Farm Ambassador - [email protected] Mihaly - Business Assistant Manager - [email protected] Smith: Sales & Marketing Craftsman - [email protected] Sarah Duncan: Sales & Marketing Craftsman - [email protected] Sarah Rogers: Sales & Marketing Craftsman - [email protected] Williams: Swamp Host - [email protected]
DIRECTORY
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LEADERSHIP TEAM★The leadership team is responsible for making broad, overarching decisions concerning SRCG as a whole. The members of the leadership team are MAC, Judi and Will.
The Assistant General Manager removes barriers and furthers the vision of SRCG. A key function of the AGM is to facilitate and coordinate communication across all areas of SRCG.
A Chief manages Captains and all of the departments in their division. The Chief is the person ultimately responsible for all of the people, products and budgets that they manage. They are also responsible for reviews.
A Captain manages an entire department. This could include managing Coaches, Craftsmen and Champions. They are responsible for the people, products and budget for their specific department. They are also responsible for reviews.
A Coach manages people or product within a department. This may include managing Craftsmen and Champions.
A Craftsman is a Champion with additional responsibilities. This may include door locking, manager on duty in manager absence, etc.
A Champion includes everyone who works at SRCG. Each person is a Champion at what they do and we are all championing the support of local food!
As the Swamp continues to grow and develop more moving parts, it can be confusing trying to figure out how the magic happens. You may be wondering what someone’s role is, or curious how you fit into this wonderful puzzle. Here is the guide to who’s who and who does what. It is the code to figuring out who to direct those tricky customer questions to or who to track down to get an answer of your own! When in doubt, you can always ask your manager. Managers and leadership are happy to answer questions, as well as talk about concerns.
CAPTAINS
CHIEFS
COACHES
CRAFTSMAN
CHAMPIONS
WHO TO TALK TO When concerns or issues arise it is imperative that you know who to talk to.
For a serious issue, you must contact a member of the leadership team. Examples of serious issues include:
● Harassment● Illegal activity● Personnel issues
For all other issues, please contact your direct manager or the manager on duty. Examples include:
● Cleanliness● An upset customer● Product quality issues
ASSISTANT GENERAL MANAGER
ROLES
ROLE TERMINOLOGYa captain, a coach, and a chief walk into a bar...With all of the staff and specialties we have at SRCG, we have developed some terminology to help differentiate responsibilities and explain management flow. It is important to note that there are varying levels of management. Though we have specific names for each of these levels, collectively we use the term manager and/or management. As a Champion, for example, you may report directly to a Coach (a manager) and also be managed by your Chief.
Who dat?
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PREP COOK CHAMPIONS
COOK LOCAL CLASS
ASSISTANTS
PIZZA MAKER CHAMPIONS
TAPS CHAMPIONS
EVENTS/MARKET CHAMPIONS
BAKER CHAMPIONS
HOTSEAT CHAMPIONS
PIZZA CAPTAIN
PASTRY CAPTAIN
HEAD CHEF
EVENTS CAPTAIN
EXPO CHAMPIONS
CAFE COACHES
REGISTER CHAMPIONS
BARISTA CHAMPIONS
CAFE CRAFTSMAN
CLEANER/CLOSER CHAMPIONS
GROCERY CHIEF
ALCOHOL CRAFTSMAN
CLEANER/CLOSER CHAMPIONS
STOCKIST CHAMPIONS
REGISTER CHAMPIONS
FOOD HUB CHIEF
RECEIVING COACH
FOOD HUB BUYER COACH
RECEIVING CHAMPIONS
SALES & MARKETING CRAFTSMAN
SWAMP OFFICE CHIEF
MAINTENANCE COACH
CAPTAINSCHIEFS COACHES CRAFTSMAN CHAMPIONS
Staff Responsibility FLOWCHART
INTEGRATORVISIONARY
PIZZA CRAFTSMAN
HEARTH CHAMPIONS
ASSISTANT GENERAL MANAGER
WHOLESALE AND CATERING COORDINATOR
COACH
HOST COACH
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CAFE CHIEF
PRODUCE COACH
ASSISTANT BUSINESS MANAGER
SWAMP STAFF & FARM
AMBASSADOR
GIFT BASKET COORDINATOR & BUYER COACH
DRIVER CHAMPION
KITCHEN BUYER COACH
PREP COOK CRAFTSMAN
HOTSEAT COACH
PREP COOK CRAFTSMAN
CUSTOMER RETENTiON & IT
COACH
SALES COACH
BOOKKEEPER CRAFTSMAN
BOPIS
STEWARDSHIP COMPACT
LEADER AGREES TO: STAFF AGREE TO:
1. Document clear performance expectations 2. Provide the resources to do the work3. Recognize performance4. Reward performance5. Provide the freedom to manage the day-to-day work
within the guidelines established in the expectations
a.Deliver on the expectations that the leader laid out
-or-
b.Negotiate through to agreement and then deliver on an alternate set of expectations
Teamwork...it really does make the dream workVALUES
THE GOLDEN RULEremember, as far as anyone knows, we’re a nice, normal familyOne of our core values here at SRCG is that we treat our customers and suppliers like family. Every employee at SRCG is critical to creating a culture that is set apart. We are different because we put people first, from staff, to customers, to farmers and vendors. Each staff member serves a role in creating the most delightful experience for our customers. And anyone can be our customer! In addition to the shoppers in our store, we include anyone who walks onto Swamp property (parking lot included), fellow employees, vendors, managers, trail police, and so on. We see our customers as friends and family, so spread the love!
BE A FORCE FOR GOODthe force is strong with this oneAnother core value of SRCG is that we want to be a force for good in our community. In order to achieve this, we must first be a force for good amongst our Swamp staff community. When each member of our team makes it their personal mission to be a force for good, amazing things can happen.
HELP EACH OTHERAlright stop. Collaborate and listenWe value collaboration which is why we never say “that’s not my job.” ALL positions include assisting any other teammate when needed. This may include going out of your way to assist a customer, lending a hand when things get busy, and pitching in to clean whenever anything is noticed awry. Cleaning, as well as closing, are two areas that require all of us to really pull together.
LEADERSHIPtake me to your leaderSwamp culture flows from the top, and our leaders are committed to careful management of the people and responsibilities entrusted to them. Our leaders are obligated to provide great service to SRCG, and more specifically to the staff. Once you join the Swamp team, everyone enters into an agreement regarding the leader and staff exchange. Our agreements are as follows:
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SRCG hires great people. FACT. All of those great people are human. FACT.
We do hire great people, but since we are all human, there are times that we might not get along, have a disagreement, or need to resolve some sort of conflict. When we have a conflict, we confront the issue head on as soon as the appropriate “time and place” are available. Here are the steps to productive resolution of your differences:
1. GO DIRECT. Speak directly to the individual involved and express your concerns and work towards resolution. Keep in mind that:
a. Everyone who has made a decision to work within the SRCG has made a commitment to upholding Swamp Rabbit’s core values. We are committed to holding ourselves and everyone else accountable to that commitment.
b. Interpersonal problems, conflict, and frustration are normal obstacles. While we all wish it wasn’t so, we recognize that people will sometimes fall short of expectations.
c. In the spirit of effective partnerships, we are committed to addressing these problems quickly, constructively, and most importantly, directly.
d. We acknowledge that it takes courage and determination to act directly to work difficult issues through to resolution. But we are committed to doing so and we ask that you do too.
e. If one of us is falling short in our work, please let us know how we can improve.
f. We understand that if each of us does not follow through with these processes, we are choosing to accept and support the very behavior or work problems with which we are frustrated. If you aren’t satisfied with the outcome, then...
2. PUT IT IN WRITING.Address your concerns in writing to the individual involved (with a copy to their manager), then meet with them again. If you still aren’t satisfied with the outcome, then…
3. PUT IT IN WRITING AND MEET WITH A MANAGER PRESENT.Follow up in writing (copy to manager) and ask for a meeting with you, the other individual, your manager, their manager and/or Chief, and/or MAC. This should be the final spot to reach a resolution.
Oh no she didn’t!RESOLUTION
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something to talk aboutCOMMUNICATION
SRCG COMMUNICATION VALUESWe believe in great communication and know that in order to be great at what we do, we have to be great communicators. We believe nothing can replace personal contact and face to face communication. We are intent on explaining policies, problems, and other information in person and in writing. Many things require or benefit from written documentation, but face to face communication is always an additional positive way to communicate with one another and address important issues head-on.
COMMUNICATION EXPECTATIONS FOR STAFF➔ It is necessary that staff read all communication➔ Communication includes:
◆ staff newsletters, printed materials, store posters, labels, email, and Slack
➔ These things help to keep everyone up to date with the most current store information, as well as help us answer questions and allow us to promote our fun activities and products.
➔ The staff & public newsletters comes out bi-monthly. You may come 5 mins before your shift to read written communication including Slack, and SRCG specific newsletters, emails and written information.
FEEDBACK➔ SRCG Management and Leadership Team are ALWAYS open to any kind of feedback
➔ You are welcome to share your thoughts, ideas, questions, concerns, etc.
➔ We want to hear what is on your mind, whether positive, negative, or a wild idea
➔ There are a variety of ways to provide feedback and suggestions: Emails to manager, Slack, suggestion box
➔ The Slack channel #STAFFTHINKTANK is always available for staff to share new ideas for SRCG
➔ If you have something to say, please speak up!
EMPLOYEE REVIEWSAnother way we promote healthy communication is by having Employee Reviews. Reviews are conducted at the 30 day, 6 month and annually thereafter between the employee and their manager. Employees are given a self-review form to provide a chance for self-reflection. During the review, you and your manager will discuss the self-review and your manager will provide performance feedback. This is also an opportunity to be able to communicate with your manager, ask questions, voice concerns, etc.
Good communication is udderly important. I herd that!
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SWAMP PARKINGONLY
BEFORE YOU SLACK!● Please use good judgement when making jokes on Slack. The main purpose of Slack is for information. Humor is
certainly allowed, but reading Slack does take up time. Please don’t be excessive or cloud Slack with disproportionate nonsense. The #RANDOM channel is available for some silliness and absurdity.
● Your words should be considerate of others● Do not Slack anything that you wouldn’t be comfortable saying in person● Please check your motives and make sure that what you are going to Slack is in a genuine effort to improve SRCG,
is an actual need and/or meant to build up/help the team
Slack is a tool available to everyone who works at Swamp for keeping staff up to date with operations, and is our main method of written, documented communication. We are a fast paced environment with a lot of moving parts. In a sense, SRCG has several small businesses which work and communicate with each other. To ensure that the Swamp runs as smoothly as possible, communication within our own departments and across SRCG as a whole is critical. Slack does this by keeping everyone at the Swamp in the know on an up-to-the-minute basis.
WHAT TO SLACK● Information to help other staff be in the loop, prepared for their shift, or what they are walking into● Any new information that will help other staff do their job or help them to answer customer questions● To give a heads up on upcoming items/events● Explain a new way of doing something● Information about the day’s work/what was completed during a shift● Inconsistency in following systems● Issues with products● To communicate when something needs to be changed in a positive corrective way that applies to multiple people● Questions that can be answered in a few hours (immediate needs to be addressed face-to-face)● Department specific requirements (each department has unique items to be Slacked about)
WHAT NOT TO SLACK● Do not curse or use crass language● Do not be negative or condescending● Do not be passive aggressive● Do not throw other people under the bus● Do not blame shift…. use instead “I think…” or “from my understanding…”● Do not assume the worst. Ask questions to help with understanding the situation● Do not use slack to communicate to everyone that should be communicated to one person● Do not use Slack to communicate that you are late, call the store and tell the manager● Do not slack something that you can just ask manager● Do not slack something that only applies to you or requires conversation, ask your manager
SLACK BASICS● Slack communication should be clearly stated, short and to the point● Please read it and participate. ● Check Slack before your shift to know about any changes, updates, or other pertinent information● Please be sure to step out of customer sight when using slack on your phone
go ahead, be a slackerCOMMUNICATION
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COMMUNICATION
If there is a problem, contact non-emergency: Greenville County Sheriff 864-271-5210, emergency : police 911
UNCOMFORTABLE CUSTOMER INTERACTIONSthat awkward moment when...We love our customers and vendors, but there are times that communicating with them can get tricky. As a general rule, if you are feeling uncomfortable about speaking to a customer, please get your manager. No outside solicitation of goods or services is allowed on the property. If a customer, vendor or employee is being actively disruptive, problematic, or making people uncomfortable, staff should get a manager immediately to confront person and ask them to stop or leave. If staff feels unsafe or worried, the emergency or non emergency police number should be called. For customers who may make staff feel uncomfortable through passive activities but who are not actively disrupting or confronting people, staff should get a manager immediately to monitor the situation. Managers should be physically present to guide staff.
ANIMAL POLICYwhen a problem comes along, you must “whippet”Pursuant to DHEC regulations, only service animals are allowed within SRCG buildings. However, we are NOT allowed to ask the person for proof that their animal is a service animal nor are we allowed to ask what the service animal is needed for. If someone in the building has an animal without clear identification, kindly let them know that service animals are the only animals allowed inside.
CUSTOMERS IN THE BUILDING AFTER CLOSINGNo one except staff is allowed inside the building before we open and beyond 30 minutes after close for safety reasons. Staff should kindly explain the policy and encourage patrons to return later.
NEGATIVE REPORTSIf someone reports something negative about a vendor, customer or employee, staff should notify their manager or the owners. It is SRCG policy for owners to kindly confront the subject of any negative reports in an effort to find the truth. SRCG staff should not spread rumors and gossip.
GREETING CUSTOMERS - THE 10-4 RULECommunication involves more than just our words; our body language and eye contact send a message as well. For this reason, every customer is greeted at the door. Even when things are hectic, we are never too busy to make eye contact and give a smile. If we encounter a customer within 10 feet, we smile and make eye contact and within 4 feet we smile and offer a greeting such as “can I help you find something,” “do you have any questions,” “good morning, welcome”. Businesses often refer to this as the 10-4 rule.
We greatly value our customers and everyone is a friend here. Our business cares about people and we go beyond in many ways, from finding special items for customers to providing meals for customers during times of need. Here at the Swamp we aim to make every customer experience as positive as possible. A huge part in doing this is by communicating with them. We always look to find a way to get answers to questions we don’t know. We never just say “no”- we always offer an explanation, alternative or opportunity to follow up.
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COMMUNICATION
If there is a problem, contact non-emergency: Greenville County Sheriff 864-271-5210, emergency : police 911
UNCOMFORTABLE CUSTOMER INTERACTIONSthat awkward moment when...We love our customers and vendors, but there are times that communicating with them can get tricky. As a general rule, if you are feeling uncomfortable about speaking to a customer, please get your manager. No outside solicitation of goods or services is allowed on the property. If a customer, vendor or employee is being actively disruptive, problematic, or making people uncomfortable, staff should get a manager immediately to confront person and ask them to stop or leave. If staff feels unsafe or worried, the emergency or non emergency police number should be called. For customers who may make staff feel uncomfortable through passive activities but who are not actively disrupting or confronting people, staff should get a manager immediately to monitor the situation. Managers should be physically present to guide staff.
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SHERIFF’S JURISDICTION
Swamp Rabbit is under sheriff's jurisdiction, and we have signs posted on the property from the Greenville Sheriff's Office. We have had trouble in the past with people trespassing at night, and as a result have had to deal with destruction of property and issues compromising the safety of the Swamp. Sheriff’s jurisdiction means:
● The property is under sheriff’s jurisdiction, and there is no trespassing on the property from
10pm-6am.
● The sheriffs are able to monitor the property and periodically stop by
● We can ask them to drive by
● For any serious or semi-serious disruptions, we will contact the police.
● During the day, we will still
The sign must be posted to allow them to provide this extra level of protection.
VAGARIOUS GUESTS[vuh-gair-ee-uh s] adj. 1. Erratic and unpredictable in behavior or direction 2. Roving; wanderingWe want to be a force for good in our community. Part of achieving this is treating all of our customers, no
matter their station in life, with dignity and respect. In regards to our vagarious guests, we strive to be as
compassionate as possible while maintaining boundaries to maximize safety for everyone. We also work with
employment programs, and have fundraisers for housing and aid organizations. Here are our guidelines on
working with vagarious guests:
● We are welcoming to all customers and guests during the hours that we are open.
● During business hours, we allow all guests to enjoy our seating areas as long as they are being
respectful and considerate of others, and using the space as intended.
● We are generous with bathrooms, samples, and phone. We do not hand out disposables.
● We strictly enforce that customers are not asked for anything. If you see this, please let your manager
know. A manager will approach the person and ask them to leave.
● If you are approached for work or specific needs, help direct people to the resources on the United
Ministries Community Resources Cards. We do not arrange rides.
● If you are ever feeling uncomfortable about a situation or speaking to a guest, please get your
manager.
“SWAMP RABBIT CAFE & GROCERY, THIS IS (YOUR NAME)”
“SWAMP RABBIT CAFE & GROCERY, HOW MAY I
HELP YOU?
COMMUNICATION
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2. START OUT ON THE RIGHT FOOT. The more effectively you get a phone conversation off on the right foot, the higher the likelihood of getting a positive, low-stress result. We answer our phones: “Good morning/afternoon/evening, Swamp Rabbit Cafe and Grocery. (Your Name) speaking. How may I help you?” The words alone don’t cut it, so say it with meaning, like you’re having a whole lot of fun. If we don’t have an agreed-upon greeting, most employees will answer the phone how they feel like answering the phone which doesn’t help with consistency.
3. “BODY LANGUAGE” TALKS. Ever talk to one of those telephone salespeople who have about as much enthusiasm as a bowl of overcooked rice pudding? Your customers may not be able to see you, but nevertheless, you communicate your “body language” and attitude over the phone lines. Smiling while you’re on the phone makes a difference. Enthusiasm is even more critical on the phone than in person. Remember, with each and every customer, your job is to get them to think they were the best thing that happened to you that day. And just as the customers can hear when you're smiling on the phone, they can hear it when you are rolling your eyes, too. Keep the smile on to show the level of enthusiasm you want to convey.
4. POLITENESS COUNTS. On the phone, courtesy counts even more than in person. Be careful to convey patience and gratitude for the customer's business at all times. Also, be aware of the words you use and how the words you use can have a hidden meaning for customers. There can be nicer ways to say virtually the same things you'd say in person, and get a better result. For example, telling a customer on the phone, “You have to talk to Joe about that” is very commanding and the customer may feel bossed around. Instead, try “I’d like to connect you with Joe who will be able to help you.” The end result is the same, but we can achieve the same goal in a much nicer way.
1. IF THE PHONE IS RINGING, ANSWER IT. Okay, so it’s obvious. But let’s face it—all too often the obvious goes unnoticed, costing us customer satisfaction in the process. So don’t tune out those endlessly ringing phones—answer them. Our phones need to be answered within 3 (not 30) rings if at all possible. A ringing phone is like a customer staring us in the face. We wouldn’t ignore a customer who is standing in front of us so let’s not ignore the customer on the phone either. If you do have a customer standing in front of you and the phone starts to ring see step #7
If you can’t understand or hear the customer - It's okay to let them know this! “I am so sorry, I am having a really hard time hearing you. Would you be able to hang up and call us back?” Or, “I am so sorry, I am having a hard time understanding, would it be okay if I put you on hold and ask a co-worker to come to the phone to help us out?”
You pick up the phone and it seems no one is on the other end of the line - Our natural tendency is to say “Hello? Hello? Hello?” and then hang up the phone. But sometimes the customer can hear us and we just can’t hear them. So they are hearing an endless repeat of “Hello?” and are yelling back in the phone, “I am here, can you hear me?!?!” If you pick up the phone and no one is there, try saying “I am having a hard time hearing you, would you mind hanging up and calling back?” It can feel funny saying it to what appears to be no one, but you never know if the customer can actually hear you!
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5. ACCURACY AND ATTENTION TO DETAIL ARE CRITICAL. If a customer is calling to place an order, the first thing we always do is get their name and phone number. That way if we get disconnected for any reason, we can call them back right away. Always read back an order to the customer in order to avoid honest mistakes. Four can sound like Forty. The read-back can save hundreds of dollars in costly mistakes! If a customer is phoning in an order for pick-up, tell them where to pick it up and the current wait. Most calls where people are asking for management, please direct them to their email or mention that you are going to connect them to their voicemail unless it’s urgent If they’ve called your department but they should have called another department or need to be connected to voicemail, kindly inform them that you will connect them with the right person who can help them the most and then transfer the call (See step #10) Do not ever give out personal information of employees (this includes schedules, full names, or phones numbers)Do not confirm or deny whether a person is here or not- only whether they are available.
6. END EVERY CALL BY THANKING THE CUSTOMER. We thank the customer for calling in the automated greeting as well, but ending with a thank-you ends the conversation on a high note. We want them to be glad they called us!
7. YOU’RE WITH A CUSTOMER AND THE PHONE IS RINGING... Excuse yourself, (“I’m so sorry, would you mind if I answer the phone quickly and ask them to hold for a moment or get them some help?”) and then answer the phone. It’s okay to let the phone customer know you are just finishing up an in-person order. Ask them if you can put them on hold and then ask for help on the phone from your coworkers. Return to your in-house customer as they take top priority.
8. YOU’RE ON THE PHONE AND A CUSTOMER WALKS UP TO THE COUNTER... Use the 10-4 Rule (If you're within 10 feet of a customer, make eye contact and smile. Within 4 feet, greet them verbally), make eye contact with the walk-in customer ASAP and give the customer the universal “I’ll be right with you" sign. Using the 10-4 Rule and acknowledging a customer makes your job as a service provider easier! It can take the pressure off because the customer knows they’ve been seen and that they'll soon be helped. If you decide that you'd like to greet the person who walked in sooner, as soon as it’s appropriate, excuse yourself on the phone (“I’m sorry, I need to greet a customer, but I’ll be right back with you”), and then greet the customer. Let them know you’re with another customer on the phone at that moment but will be right with them. Go back to the customer on the phone and say something like, “I’m sorry about that. Thanks for being patient. Now, what can I do for you today?”
9. “MAY I PUT YOU ON HOLD? ” IS A QUESTION, NOT A STATEMENT. Be sure to give the customer a chance to answer your question before you put them on hold. You’ve probably been on the other end of a phone interaction where the person on the other end says “Please hold” without giving you a chance to respond before hearing *CLICK*. Just like that you're already on hold. But what if the customer has a quick question about what time you close or wants to get your address? What if they've been disconnected six times already and putting them on hold only sends their anger temperature sky-high? Just remember: ask the question and wait for the answer. 99% of the time the customer will gladly oblige and be happy that their time is being valued.
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10. MAY I TRANSFER YOU? If you are on the phone and realize that the call should be routed to the Cafe, Grocery, or Manager Voicemail, please ask the caller if they mind being put on a brief hold while you transfer their call to the appropriate place. Then, press ##X# where X is:1 for Cafe2 for Grocery3 for Manager Voicemail
So if you are on the Cafe phone and the caller really should be talking to Grocery, you'd hit ##2# to transfer to Grocery, and then your phone will go dead, the caller will be put on hold, and the Grocery phone will ring.
11. REMEMBER TO GO THE EXTRA MILE. Just as giving great service in-person demands that we go the extra mile for our customers, we also want to go the extra mile on the phone. The extra mile can often be a small gesture, but can be the most meaningful and create a really exceptional service experience.Some of our favorite extra miles over the phone:
● Offer to meet the customer in person when they arrive● Share an insider tip of how to make something extra delicious● Ask if they need directions for how to get to you● Tell them your name and say they can ask for you when they arrive● Share any tips for finding parking or offer the best places to park● Offer to let them pay in advance● Ask if they are celebrating something special● Let them know that they can also use our website for cafe orders
Implementing one of these tips will take your telephone service up a notch. As you try them, please let us know how they work for you and share any best practices and tips you have with us - we love learning from all of you!
CRUCIAL STEPS FOR TAKING A MESSAGE1. Caller's first and last name2. Date and time of the call3. Caller's phone number4. Your name (if you’re slacking it from a store ipad)5. What the call was regarding6. Slack who it was for and follow up to make sure they got the message
COMMUNICATION
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“MANAGER TO (YOUR LOCATION), MANAGER TO (YOUR LOCATION)”
“HAVE YOU GOT YOUR EARS ON?
STANDBY FOR WALKIE TALKIE INSTRUCTIONS
● Where are they?● Cafe, Grocery, Stockist, Receiving, and the Manager On Duty/Person In Charge● Customers can hear so always keep it professional and keep the volume to a
hearable but not obnoxiously loud level● Receiving/Stockist Channel 3, all other locations Channel 1● During an event. The Kitchen will take Receiving's walkie to be able to communicate
with food runner and the Person In Charge/Host.
WHEN YOU NEED A MANAGER/PIC
● Make sure you're on Channel #1● Say "Manager to ..." and say where you want them to be. ● Make sure to say it twice!
WHEN YOU HAVE A QUESTION FOR THE MANAGER/PIC
If you simply have a question: ● Page the person through the walkie like this "Grocery for/to Receiving, Grocery for
Receiving" or "Cafe for/to Manager, Cafe for/to Manager" ● Make sure to say it twice!
CLOCKING IN & OUTMama said clock you outAt the beginning and end of each shift, clock in and out using your code. The Deputy app is available on any of the store iPads, but please remember customers first; use an iPad that is not needed to serve customers or wait until one is available after customers have been helped. If you forget to clock in or out, enter your code again so that your status is then accurate, and (VERY IMPORTANT) send an email to your manager explaining what your hours actually were. Please take care of all personal matters before clocking in. This includes being dressed, shoes on, going to the restroom, changing clothes, eating, shopping, personal conversations, etc. Once you clock in, you should be ready to dive into your responsibilities.
To review your pay statements and manage your W-4 information, scan QR Code to download the
ADP workforce management app.
INFORMATION
MUSIC POLICYplay that funky musicThe Cafe, Grocery, Deli, and Event space must be group together for music purposes. Kitchen may be on separate groupings. Only managers may change the music. Music needs to be appropriate for public use at all times whether we are open or closed, this includes nothing jarring, nothing too loud, aggressive or overly religious. Staff may not play music on their personal devices, including headphones and speakers, without special exception from their manager. There are some special circumstances where a personal device is fitting for the work environment.
KEEP YOUR INFORMATION UPDATEDtell me more, tell me morePlease update the Swamp Staff & Farm Ambassador if you have a change in phone number, e-mail address, mailing address, names changes, marital status, or dependents. This will help us ensure timely and accurate delivery of your paycheck, W-2 form and any other information that we need to pass along to you.
DIRECT DEPOSITdirect effectDirect deposit is the preferred method of payment. Payment is issued every two weeks with a one week delay, so your first check will be roughly three weeks after your start date. Friday is the official payday although payments will often appear sooner.
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PERSONAL BELONGINGSpop it and lock itPersonal belongings can be kept in staff lockers located in the back office, deli and kitchen. If you wish to lock your locker, you may provide your own lock. Due to limited lockers, please take your lock home with you.
SCHEDULING TIME OFF Time Off requests should be submitted when you are asking for time off on a day that you typically work. These request can be Paid or Unpaid. Paid Time Off (PTO) is to provide employees with flexible paid time off from work and reduce unscheduled absences, as well as provide employees time away from work without causing a financial strain to the employee. Requests for times off must be done according to the procedure below. No verbal communication regarding a time off request is accepted. Please note, if you work in a tipped position, you will not receive tips when taking PTO, you will only receive your regular hourly rate.
To schedule Time Off:In the Deputy app, select MeSelect LeaveSelect the “+” in the top right cornerInput information regarding time off, select reason for time off and SubmitSelect Leave Type, and select Paid Time Off or Unpaid Time Off. All staff should select Paid Time Off Staff except for Managers (coach, captain, chief) who should select Paid Time Off Managers (salaried managers should select Paid Time Off Salaried). To request Paid Time Off, first verify your PTO balance in ADP. You can not use more PTO than you have earned.Select Notify Managers, and choose only the manager who does your scheduling, then select Done
SCHEDULING WEEKLY UNAVAILABILITYSchedule expectations should be discussed with your manager. Week after week your Unavailability should remain the same unless approved by your manager. For example, if your manager has asked that you be available to work Tuesday through Saturday, then you should list Sunday and Monday as your Unavailable days. If you need to take off on a day that you typically work, you will need to put in a Leave request (see below) and have it approved by your manager. Employee time off requests may be denied because of short staffing, events, or special projects.
To list your schedule unavailability :In the Deputy app, select MeSelect UnavailabilitySelect the “+” in the top right cornerSelect the date or toggle off All Day if unavailable for some but not all of the day.Select Add Unavailability.Please note, this is for unavailability, all other times will be assumed as available.
SCHEDULING CONFLICTS AND FINDING COVERAGEThe schedule will be posted and can be accessed via Deputy. Once the schedule has been posted, if there is a conflict, it is the responsibility of the employee to find coverage for the shift. Your shift must be covered by another employee in your department trained in your specific position. To trade or find coverage for your shift, select the shift from your schedule, and select “Can’t Work”, and then select Swap Shift or Offer Shift, then select the coworker you would like to ask to swap/offer your shift. Once you have found coverage, message your manager to inform them of the change.
SICK POLICY, EMERGENCIES, AND CALLING OUTIf you are sick or have an emergency situation, you must notify your manager as soon as possible. Employees with a communicable disease are not allowed to work until no longer contagious. You must personally contact the manager on duty; relatives or friends should not call on your behalf unless you are medically unable to do so yourself. It is important that you speak with a manager rather than with a co-worker. Leaving a message or using slack are NOT acceptable forms of notification. Employees are asked to speak directly with a manager. You must have confirmation that your manager is aware that you will be out.
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20% EMPLOYEE DISCOUNTTwenty percent discount on all items in the store including cafe items. You must have another employee tally your items, apply the discount and take your payment, and you must wait in line like a regular customer. You must be physically present and paying for the items, not a family member, spouse or friend. The discount cannot be combined with any other discounts or “best by date” food sales and cannot be used for gift card purchases. You may not shop during your shift, and you no longer receive the employee discount once your employment with the SRCG ends. The staff discount is designed to be a benefit in working here- it should not be shared with friends or used for personal business purposes. SRCG reserves the right to confirm the discount was used by an employee by checking the credit card name for the transaction or video surveillance of the transaction. Otherwise, have fun!
ATLAS ORGANICS COMPOST DISCOUNT
Drop it off at the cafe for $10/mth . To receive staff discount, enter “S.R. Employee” in the referral line when signing up. Your discount will be applied manually and you will receive an email confirmation.Sign up at: www.composthouse.com/ greenville-doorstep-check-out
BIKE SHARE Get. Yo. Bike. On.We have a grey mongoose in the basement that staff can take out for a joy ride. You just have to wear a helmet and treat it well.
FREE TO STAFFThe fridge in the back office has items marked “free to staff.” These are samples, items past the best by date, and other food for employee benefit. Do not take anything with someone else’s name on it!
FARM VISITSIf staff participate in coordinated farm visits, they receive $30 gift card to SRCG. Drivers needed for these farm visits will receive reimbursement for mileage at the federal rate. During farm visits, staff must take at least 2 photos to share.
COUNTER CULTURE CLASSESIn Asheville, NC. Learn all about coffee and various preparation techniques from one of the most forward-thinking coffee companies. This is a special opportunity since classes are only offered to CCC wholesale accounts. Email Will if interested. He will add you to the CCC system and then you can register for classes.
COOK LOCAL CLASSESLearn to use our grocery items to prepare delicious meals, and then eat! Spots fill up fast but at times there is space available for staff hop-ins.
We love the local, healthy products that we bring to
our customers, and we are happy to share them with our Swamp Staff as well. In addition to your paycheck, we invite you to enjoy the following
benefits of working at the Swamp Rabbit
FOODWe don’t just make it and sell it, we share it with you! Employees have shift meal and espresso drink privileges. More info can be found on the Food & Breaks Page.
GAIA HERBS EMPLOYEE PURCHASING PROGRAM
SRCG employees can purchase directly from Gaia and receive their wholesale pricing (50% off retail). For more info email tiffany @swamprabbitcafe.com
there is such a thing as a free lunchPERKS
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EMPLOYEE PTOPaid Time Off offered to all
employees- please see section on PTO in Employee Handbook!
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SPECIAL EVENTS Our vendors occasionally invite us to participate in farm visits or classes. Be sure to take advantage of opportunities to learn from our farmers - a great way to really understand where your food comes from and to strengthen your connection to the community.
PALMETTO EAP COUNSELING SESSIONS Up to 6 free counseling session for free per topic. For services call
1-866-216-1996 or scan the QR code for a list of providers.
5 HOUR SHIFTSA menu meal & espresso drink before or after your shift. Pastries not included in meal but can be substituted.
DOUBLE SHIFTSYou may treat the day as if you are working two shifts (since you are!) If long enough, you qualify for two breaks and two meals.
4 HOUR SHIFTSA scone and espresso drink before or after your shift.
DON’T GO BACON MY HEART. Kitchen management will communicate certain menu special items to be unavailable as employee food. Due to the large number employees and limited quantity of specials available, employees may purchase these specials with discount.
6+ HOUR SHIFTS2 food/drink items from the cafe with each shift, selected from the following: -a menu meal -an espresso drink-a smoothie Pastries not included in meal but can be substituted.
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BREAK POLICY➔ Each employee in the Cafe, Grocery, Food Hub and Overhead departments is given one 15-minute paid break if working a
6-hour or longer shift➔ Breaks will not occur during peak business hours and only after the store is reset➔ The manager on duty is responsible for breaks, not the employee
◆ Employees can indicate preferred break time, but the manager makes the decision➔ Employees are not required to go on break when a manager asks them to. This doesn’t guarantee that there will be time
later to take one.➔ Managers may ask an employee to return from break before the 15 minutes if a need arises. Employee will be given the
remainder of their break as soon as possible.➔ Staff work until break. Preparing food or drinks for personal use is counted as break time ➔ Staff begin working once off break.
◆ All personal tasks (ex. using restroom, clearing own table, phone calls, socializing, etc.) are completed while on break. ➔ If an employee needs to leave the premises for personal errands, they must clock out➔ Employees who fail to follow the Break Policy (ex. taking longer time, taking a break without explicit approval from the
manager, etc.) will lose break privileges, including shift meal/espresso drinks for one week, and may be subject to further discipline, up to and including termination.
➔ Verifiable medical or religious needs always take priority, but it is the employee’s responsibility to discuss these with the management staff prior to working.
STAFF FOOD & DRINK POLICY● Bring Your Own Cup!!● Each department has a designated place for personal food and drink● All food or drink must be placed or stored in the designated area● All drinks must be covered ● Employees should not eat or drink in front of customers● Wash hands after eating and drinking● All meals should be consumed during break● Staff may sit outside or at public seating IF there is space● Staff should consolidate tables and make sure multiple people are sharing the tables
SHIFT MEAL GUIDELINESthe only thing I like better than talking about food is eating it
● Tap water, iced tea, and drip coffee may be consumed throughout shift● Drinks must be in a covered container, kept in correct spot, and not inhibit productivity or appearance to customer● Packaged items such as bottled water, soda, juice and chips must be purchased, and are not included in staff shift meal● Order your selection via the register in the kitchen, grocery 2 or the receiving ipads, save a ticket- “Staff (your first name)
(last initial)”. No verbal or hand-written orders are allowed. Orders may NOT be submitted between 11:30 & 1:00.
You are invited to...
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‘CAUSE MAC GOES CRAZY ‘BOUT A SHARP DRESSED SWAMP
BAG IT, COPPING IT, WASHING IT, ‘BOUT TO GO AND GET SOME COMPLIMENTS➔ Employees must wear a SRCG Eat Local/Ride Bikes shirt➔ SRCG logo always visible in front
◆ EXCEPTION: ONLY for receiving and stocking positions who may wear coats/sweaters during cold shifts. Name tags must still be visible.
➔ No tank tops➔ No skirts in the kitchen➔ No loose or long sweaters may be worn due to sanitary reasons➔ All shirts must overlap with pants by 2 inches to properly cover skin➔ Each employee is given 2 SRCG shirts upon hire➔ Additional shirts may be purchased at cost
We proudly adhere to the dress code: Swamp shirt, closed toed shoes, nametag
At SRCG you get to wear a super snuggly soft t-shirt everyday, how awesome is that? We are good with hair in a rainbow of colors, piercings and tattoos. BUT, (yes, there is always a but) we do have a FEW rules; you can literally count them on one hand! We ask that you please follow them. Some of these rules are beyond our control since they are DHEC requirements.
We hire great people, and we love to see your individuality shine, but you MUST have the Swamp basics:
HERE’S THE DEALWe have a pretty relaxed dress code here at the Swamp. You don’t have to worry about business casual, or office casual, or smart casual, or “we’d really like you to wear a tie but we won’t force you to” casual; and the only time we make you break out your prom dress is when we are having an ACTUAL prom!
NAME
SWAMP SHIRT WITH LOGO SHOWING ● NAMETAG ● CLOSED TOE SHOES ● HAIR PULLED BACK ● NO STRONG SMELLS
Swamp Shirt
Hair Pulled BackTAME THAT MANE
➔ All employees must secure hair away from face and food- this is a DHEC requirement
◆ EXCEPTION: Administrative staff may be exempt from this requirement provided they remain in the back office and in customer only areas.
◆ Before entering employee areas around food such as back receiving, grocery register, cafe or kitchens (upstairs kitchen, cafe kitchen), hair must be secured back. Half back is not sufficient.
➔ Kitchen, Prep Cooks, Hotseat, Deli, Cook Local, Market Staff and Cleaner/Closer staff with long hair have hair back in a bun, braid, or hair net. A ponytail is sufficient in these departments for shoulder length hair or shorter.
➔ Hair must be back before clocking in. ➔ Do not pull your hair back in any area other than the bathroom.
UNIFORM
No Strong SmellsCAN YOU SMELL WHAT THE SWAMP IS COOKING?➔ Employee scents must be neutral or
unnoticeable➔ Smell is an important component of food➔ Strong smelling perfumes often aggravate
customers and affect food prep➔ Questions should be directed to your manager
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STAFF
MAMA ALWAYS SAID THERE’S AN AWFUL LOT YOU CAN TELL ABOUT A PERSON BY THEIR SHOES ➔ All staff must wear closed toe, slip-resistant shoes; this is part of the SRCG uniform➔ Shoes not permitted include regular Crocs, Crocs without backs, dress shoes,
sandals, and flip flops (unless you can find a closed-toe version!)➔ Non-compliant employees will be sent home to return with approved shoes. ◆ If getting shoes makes the employee late for a shift, they will be considered late.
KITCHEN SHOES➔ Kitchen, Prep Cooks, Hotseat, Deli, Cook Local, Market Staff and Cleaner/Closer
staff must wear approved non-slip shoes➔ Approved shoes are part of the SRCG uniform➔ Shoes must have a Coefficient of Friction rating between 0.54 and 0.76➔ Coefficient of Friction rating is the measure of traction for slip resistant shoes➔ Shoes labeled for commercial kitchen use typically fall into this category➔ Examples of brands include but are not limited to Tredsafe, SafeTStep, Sketchers
for Work➔ Additional non-slip shoes may be approved in writing by direct manager➔ Employees may take advantage of Shoes for Crews payroll deduction and
warranty for non-slip shoes on the Shoes for Crews website◆ Username- SwampRabbitCafe Password- #swamplife◆ See the Swamp Staff and Farm Ambassador for more information
➔ If an employee in a department listed above does not wear approved shoes to a shift, he/she must wear slipcovers or go get their approved shoes
➔ Examples of acceptable and unacceptable shoe bottoms:
Name
Nametags
Closed Toe Shoes
I’VE GOT A BLANK SPACE BABY…AND I’LL WRITE YOUR NAME ● Swamp Staff is required to wear a nametag during ALL
working shifts● Several options of nametag are available
○ Magnet, pin and patch● Staff may choose their option depending on personal
preference and job position● The Swamp Staff & Farm Ambassador will issue nametags● Staff not wearing a nametag during a shift must wear a
sticker name tag for the day● Staff will receive 2 warnings for not wearing a nametag.
After 2 warnings, the staff member will not be eligible for a staff meal for 3 shifts.
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Closing is a team effort. To maximize safety, everyone on a team should be leaving together when possible. If you finish your duties early, you are expected to assist your teammates.
POLICY
NOTES FOR CLOSING ● Do not lock the doors until we are officially closed● Remain ready to serve customers until we are officially closed● We do allow customers to make quick purchases and use the restroom for 30
minutes after closing. No one else is allowed in the building after closing.● Customers are not allowed to sit inside after closing, however they are
allowed to sit outside after closing● Make sure all trash is put in the trash dumpster and the lid is closed● You should not leave before others unless specifically directed to by your
manager● ALWAYS check with your manager before clocking out. This is not only a
teamwork issue, but a safety issue as well.● Communicate with other departments about who has completed lock-up
procedures● The last department to leave the building is responsible for final lock up● All doors must be closed and locked. Please use the Lock-Up Checklist to
ensure that no door or window is overlooked● The security system must be set before leaving● If there is an immediate issue or problem with lock up, please Slack AND call
management (such as not being able to lock the door). If there is a non-emergency issue with lock-up, please Slack (such as needing to bypass the alarm)
CLOSING TIME, EVERY NEW BEGINNING...
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the dishes are looking at me dirty againSTANDARDS
CLEANING AROUND THE SWAMPso fresh and so cleanCleaning seems to be an endless job around Swamp, so when in doubt, you can always help out by cleaning! Our store sparkles because every day “we are having company”. We RUN to get the mop, broom, rag to prepare the space for the next customer. In ANY area of the store, if we see a mess, we clean it immediately. If the mess is too large for a quick clean up or you are unable to handle it yourself, please let someone know so the situation can be addressed.
Please be sure to support the team. Never say “that is not my job”- if we have concerns with a task the proper channel to communicate is with a manager privately after completing task. Specific information on cleaning procedures, including how things are cleaned, what products to use and what to look for are found on the following pages.
EXAMPLES OF ITEMS TO CLEAN/HANDLE IMMEDIATELYThe following are all examples of things everyone is expected to address immediately, no matter where it is or what department you work in.
➔ Dead bug
➔ Spills and coffee drips
➔ Clogged toilet
➔ Trash outside
➔ Too many dishes
➔ Rotten produce
➔ Toilet paper and paper towels in the bathroom
➔ Crumbs on a table
Specific information on cleaning procedures, including how things are cleaned, what products to use and what to look for are found on the following pages.
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AREA TO CLEAN HOW TO CLEAN CLEANING SUPPLIES
BATHROOMBathroom Checks
Check for cleaning products left in windowsill and customer items left in restrooms1st Shifts: Opening cleaning, 9am, 11am, 1pm before leaving 2nd Shifts: 3pm, 5pm, closing cleaning
FLOOR Sweep thoroughly under everything Remove ripped paper, etc. Mop with elbow grease
NEUTRAL DISINFECTANT (ONLY USED FOR FLOOR)
SINK Check for pink rings around faucet & drain Wash, scrub, and rinse with cleaning cloth
AJAX STYLE POWDER INSIDE WASHROOM CLEANER FOR OUTSIDE
TOILET Check for pink rings Clean ALL surfaces inside and out
TOILET BOWL CLEANER (INSIDE) WASHROOM CLEANER FOR OUTSIDE
SURFACES Wipe down ALL surfaces WASHROOM CLEANER
WALL Wipe down ALL walls- especially around sink and under soap dispenser, check for kid mud on walls
WET RAG WITH SINK SANITIZER FROM 3 BAY SINKS
EQUIPMENT Make sure nothing is out (toilet paper, towels, soap) Kid stool out of the way Wipe down ALL surfaces
WASHROOM CLEANER
TRASH Take bag out if ¾ or more full and replace bag. Tie the bag to keep snug around can. Make sure the surface of can is clean
CLEAR BAG HARD SURFACE SANITIZER
ALL FLOORS SWEEP, THEN USE MOPIT OR TRADITIONAL MOP
MOPSChange water halfway through. Scrub with mop (do not simply wet the floors).Rinse thoroughly after use, ring out & hang to dry
NEUTRAL DISINFECTANT
H2O
MOP BUCKETS Rinse thoroughly after use & flip upside down H2O
MOPIT Watch instructional video prior to use https://www.youtube.com/watch?v=UCJQqdPuDi8
HARD SURFACES, COUNTERS, WALLS, ETC.
Spray surface with cleaner and wipe down with a clean cloth or use a towel dipped in sink sanitizer
HARD SURFACE SANITIZER OR 3 BAY SINK SANITIZER
WINDOWS & MIRRORS
Spray surface with cleaner and wipe down with a clean cloth
HARD SURFACE SANITIZER OR GLASS CLEANER (IF AVAILABLE)
TRASH AND RECYCLING CANS
Take bag out & replace bag. Tie the bag to keep snug around can. Clean the outside of the can.
RECYCLING: CLEAR BAGS TRASH: GRAY OR BLACK BAGS (CLEAR FOR SMALL TRASH CANS) HARD SURFACE SANITIZER
REFRIGERATOR OR FREEZER
Empty, clean out crumbs, spray surface with cleaner and wipe down, or use a towel dipped in sink sanitizer
HARD SURFACE SANITIZER OR 3 BAY SINK SANITIZER
Swamp CLEANING STANDARDS
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BATHROOM CHECKS 1st SHIFTS: Opening cleaning, 9am, 11 pm, 1 pm before leaving2nd SHIFTS: 3 pm, 5 pm, closing cleaning
BATHROOM
Floors Clean & trash free? Check for paper on the floor? Does the floor need sweeping?
SinksWiped clean & draining properly? Any pink mildew (especially around the faucet & drain)? Dispensers stocked w/ soap?
Towels Dispensers stocked & working properly?
DHEC sign "Employees must wash hands" sign in place?
Mirrors Free of smudges? In need of repair?
Walls Wiped clean (especially by the sink and under the soap dispenser)
Toilet Paper Dispensers fully stocked & working properly? In need of repair?
Toilets Wiped clean & free of stains/pink rings? Flushing/draining properly? In need of repair?
Trash Can clean, can liner not more than 3/4 full?
All Surfaces & Equipment
Dust all flat surfaces (ex. on top of paper towel holder)
Walls & Obvious Dirt Clean any obvious dirt, kid mud on walls
Kid Stool Moved out of the way
Misc
Odor free? Any customer items left in the bathroom? Anything on windowsill?
Have you washed your hands?
Have you removed all cleaning products?
Signed off checklist?
Check for pink rings
Top of toilet
Side of tank
Handle
Toilet seatLid
Space behind the lid
Outside of bowl
Toilet base
Faucet
Inside the sink bowl
Behind & around faucet knobs
Outside ofSink bowl
Sink base
Wondering where to clean?
Wipe down the door, especially the space under the handle
Door handle
Paper towel dispenser
Floor
Window ledge
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Staff must park in the back lot in SRCG spaces. With the exception of the first three spots on the concrete pad, the remainder of the concrete pad is reserved for Grenville Cycling and Multisport. If the back lot is full, employees must park at the Mt Calvary Church lot. Closers who park at Mt. Calvary due to lack of space in the afternoon must move their car during their shift to avoid walking in the dark (this does not count towards break time). The early morning baker is exempt from this policy and may park in the front close to the building.
SWAMP PARKINGONLY
&DRIVING SAFETY POLICYbaby you can drive my carWe deeply value the safety and well-being of all employees. Due to the risk of motor vehicle accidents resulting from traffic congestion, unsafe driving habits, road conditions and distraction, SRCG is instituting a safety driving policy and rules. This safety policy applies to all employees who operate a motor vehicle on company business and/or company time, whether operating a company vehicle or personal vehicle.
DRIVING SAFETY RULESBefore an employee can drive their personal vehicle or the Swamp vans for business related deliveries, employee must be approved to drive. Drivers must complete a DMV Release form allowing SRCG to obtain your driving record for the previous ten years. Drivers must meet the following criteria to drive on company related business:➔ Be 21 years of age or older➔ No convictions for DUI in the last 10 years and no currently pending DUI➔ No felony hit-and-run or leaving the scene of an accident in the last 10 years ➔ No misdemeanor hit and run in the past 5 years➔ No more than 1 at-fault accidents in the past 5 years years➔ No more than two moving violations in the previous five years (driving while intoxicated, failure to signal for turns or lane
changes, failing to drive within a single lane, driving over the speed limit, failure to stop at a stop sign or red light, driving in a car pool lane illegally, failure to stop for a school bus when children are boarding or exiting, failure to secure a load to a truck or lorry, and failure to yield to a vehicle with the right of way.)
➔ No more than 1 of the listed in the past 1 year➔ Drivers must be physically and mentally able to drive safely. Fatigue, medications and physical injuries can affect an
employee’s ability to safely operate a vehicle.➔ Drivers must conform to all traffic laws and make allowances for adverse weather and traffic conditions. Speeding and
aggressive behavior will not be tolerated. ➔ Seat belts must be worn whenever a vehicle is in motion.➔ Cell phone usage, including texting, is prohibited while driving for company purposes. Hands free allowable➔ Drivers may not be under the influence of drugs or alcohol while operating a vehicle for company purposes
MILEAGE AND TRAVELSwamp Rabbit Cafe and Grocery employees who use their personal car for SRCG business are eligible for mileage reimbursement in the amount of the federal reimbursement rate. Employees must fill out a staff expense report form found in the folder in the office- you may ask a manager or the bookkeeper for a blank form. The form must be filled out completely with the mileage, date and the reason for travel within 2 weeks of trip. Employees will be issued a check within 14 days of receiving the expense report. If special accommodations are needed, requests should be done in writing to the supervising manager.
In some cases, there may be special circumstances where a different rate is negotiated in lieu of mileage. Examples include very short errands or instances where the errand is “along the way” of an already established route. Special negotiations should be done in writing.
In using personal vehicles, SRCG insurance does not cover the employee’s personal liability in the event of an accident. Employees need to notify their personal auto insurance to confirm they are covered. If an employee's personal insurance specifies an exclusion for business deliveries, the employee should not use their personal auto for SRCG business. They can use one of the two delivery vans or explore the option of adding delivery coverage to their personal insurance.
Fun Fact!Our Swamp delivery van is named Goldie.
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THE
SWAMP RABBIT CAFE & GROCERY
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SWAMP RABBIT CAFE & GROCERY
THE
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SWAMP RABBIT CAFE & GROCERY
THE
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SWAMP RABBIT CAFE & GROCERY
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goodbye…?
Oh no, please. Can’t
we go back to page one
and do it all over
again?
-Winnie The Pooh
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