1. Training Process We will start with 20 college students to be used as customers in our training process. Each student will receive 2 coupons for a free meal at Max’s once we open our doors. To train our order takers, we will use the following process: • Train them on a standard greeting. Ex. “Welcome to Max’s, thanks for letting us serve you.” They can improvise as they feel comfortable and they can expand the phrase if they feel necessary. In this process, we will train them on the proper lingo to use when talking to the customer. • Train them on the menu. They need to to know all the specials to be able to tell them to the customer when taking their drink orders. We also need to make sure they are knowledgeable on our menu. All questions by customers about the menu should be answered by the servers without having to contact cooks, managers, etc. for help. This will improve our efficiency. • Train the servers on where to stand at the table and how to take the orders. It is also important they know that no matter what mood they are in, they cannot take it out on customers. Max’s is known for our friendly atmosphere and our servers need to reflect that. We will have monthly meetings to update servers on changes to our menus, restaurant, etc. • We will train the servers as a team. This means that if one server isn’t available to refill a drink, take an order, etc. that another server will fill in for them. This allows the customer to have someone available for their needs 24/7.

2. Training Process Cont. • We need to teach them to read the customers non-verbal signs. When they are looking around, they most likely need something. If they aren’t, they are probably content but still need to be checked on frequently. We will teach smothering vs. ignoring a table. • We will train the servers on the history of Max’s. This will help them to better understand why we stress certain things in our serving process. • Train them on order taking. We will stress the importance of neat handwriting for the purpose of the cooks. We need to make sure the cooks and servers are on the same terms. • All in all, throughout our training process we will stress the importance of the core values at Max’s and run through many test runs until our servers are top notch.