9.1 Customer Facing Product Displays – SOP V2

9.1 Customer Facing Product Displays

Standard Operating Procedure (SOP)

Version: V2
Effective Date: October 2025
Review Date: October 2026
Applies to: All Little Coffee Bean Co locations

Purpose

This SOP establishes the standard procedures for product facing and display maintenance to ensure consistent visual presentation, maximize customer satisfaction, increase sales, and maintain brand standards across all Little Coffee Bean Co locations. Facing is a priority for Little Coffee Bean Co and is critical to creating a professional, organized store environment.

Scope

This procedure applies to all staff members at fixed shop locations and mobile Tuk Tuk units. Every member of the team is responsible for facing as they walk around the store.

What is Facing?

Facing is the act of bringing products to the front of the shelf and ensuring their labels face forward. It is also known as:

  • Fronting
  • Zoning
  • Blocking
  • Straightening
  • Leveling

Facing is a continuous, ongoing process that creates a professional, organized store environment that tells customers: “We’re ready for you.”

Why Facing is Important

Customer Experience

Research shows that 70% of shoppers experience negative reactions to disorganized products and empty or broken shelves, with more than half leaving without purchasing anything.

Sales Impact

  • Empty Shelves: 20% of consumers delay purchases, 10% buy elsewhere
  • Product Visibility: Customers can’t buy what they can’t see
  • Brand Consistency: Professional appearance builds customer confidence

Benefits of Regular Facing

  1. Organized Appearance: Store looks well-stocked, clean, and professional
  2. Easy Product Location: Customers find products intuitively without bending or reaching
  3. Complete Assortment Visibility: New customers see full product range
  4. Effortless Shopping: Existing customers find favorites quickly
  5. Increased Sales: Visible products = more purchases
  6. Brand Reputation: Reflects company commitment to quality and service

Facing Standards

Core Principles

1. Label Facing

  • All product labels must face forward (toward customer)
  • No products should be turned sideways or backward
  • Labels must be clearly visible and readable

2. Depth Positioning

  • Pull all products to the front of the shelf
  • Remove gaps between products and shelf edge
  • Create a uniform, neat appearance across entire shelf

3. Vertical Alignment

  • Stack products neatly and evenly
  • Align products in straight lines
  • Ensure no products are tilted or leaning

4. Consistency

  • Maintain uniform spacing between products
  • Group similar products together
  • Keep displays organized by product type or category

5. Cleanliness

  • Wipe down shelves and products during facing
  • Remove dust, spills, or debris
  • Clean product labels if dirty or obscured

Facing Procedures

Daily Opening Facing (Before Service)

Time Required: 15-30 minutes (depending on store size)

Procedure:

  1. Start at the entrance and work systematically through the store
  2. Begin at eye level and work both up and down
  3. Pull all products to the front of each shelf
  4. Ensure all labels face forward
  5. Wipe down shelves and remove any debris
  6. Check for expired or damaged products
  7. Fill any gaps by consolidating products
  8. Verify all price labels are visible and accurate
  9. Complete opening checklist and sign off

Focus Areas:

  • Counter displays (Zones A-D)
  • Display fridge (all shelves)
  • Retail product shelves
  • Grab-and-go food displays
  • Promotional displays

Hourly Maintenance Facing (Throughout Service)

Frequency: Every hour during service, or more frequently during peak times

Quick Facing Checklist:

  • [ ] Face all products on counter displays
  • [ ] Face fridge products (pull forward, labels out)
  • [ ] Face retail product shelves
  • [ ] Face grab-and-go food displays
  • [ ] Remove empty spaces or consolidate products
  • [ ] Wipe down counter surfaces
  • [ ] Check for spills or debris
  • [ ] Verify price labels are visible

Time Required: 5-10 minutes per session

End of Day Facing (After Service)

Procedure:

  1. Conduct final facing pass through entire store
  2. Pull all products to front of shelves
  3. Ensure all labels face forward
  4. Remove any damaged or expired products
  5. Wipe down all display surfaces
  6. Consolidate products to minimize gaps
  7. Prepare store for next day’s opening
  8. Record any issues or restocking needs

Time Required: 10-15 minutes

Facing During Busy Periods

Strategy for High-Traffic Times

Peak Hours: 11am-2pm, 3pm-5pm

Procedure:

  1. Assign one staff member to continuous facing duties
  2. Focus on high-traffic areas first (counter, fridge, grab-and-go)
  3. Perform quick facing passes every 15-20 minutes
  4. Prioritize visible, customer-facing areas
  5. Address customer requests immediately
  6. Note areas needing restocking for later

Goal: Maintain professional appearance despite high customer traffic

Facing During Slow Periods

Strategy for Low-Traffic Times

Quiet Times: Early morning, late evening, mid-afternoon gaps

Procedure:

  1. Conduct comprehensive facing of entire store
  2. Deep clean shelves and displays
  3. Reorganize products for optimal presentation
  4. Restock low items
  5. Update price labels and signage
  6. Address any maintenance issues
  7. Prepare displays for upcoming peak times

Goal: Use quiet time to ensure store is perfectly presented for next customer rush

Product-Specific Facing Guidelines

Counter Displays (Zones A-D)

  • Face products every 30 minutes during service
  • Ensure tiered displays are neat and organized
  • Pull forward all grab-and-go items
  • Maintain allergen label visibility
  • Consolidate empty spaces immediately

Display Fridge

  • Face products every hour during service
  • Pull all items to front of shelf
  • Ensure labels face forward
  • Maintain 2-3 units deep maximum
  • Wipe down glass and shelves regularly

Retail Product Shelves

  • Face products hourly during service
  • Maintain vertical alignment
  • Group similar products together
  • Ensure price labels are visible
  • Remove any damaged or expired items

Grab-and-Go Food Display

  • Face products every 30 minutes
  • Rotate using FIFO method
  • Maintain allergen label visibility
  • Remove expired items immediately
  • Keep display looking full and attractive

Quality Standards

What Facing Should Look Like

  • ✅ All product labels face forward
  • ✅ Products pulled to front of shelf
  • ✅ Even spacing between products
  • ✅ Shelves look full and organized
  • ✅ No gaps or empty spaces
  • ✅ Clean, dust-free surfaces
  • ✅ Proper vertical alignment
  • ✅ Price labels clearly visible

What Facing Should NOT Look Like

  • ❌ Products turned sideways or backward
  • ❌ Products deep in the shelf
  • ❌ Uneven or haphazard spacing
  • ❌ Empty or half-empty looking shelves
  • ❌ Visible gaps between products
  • ❌ Dusty or dirty surfaces
  • ❌ Tilted or leaning products
  • ❌ Hidden or obscured price labels

Manager Responsibilities

Daily Oversight

  • Inspect store facing during opening
  • Conduct spot checks throughout the day
  • Address non-compliance immediately
  • Provide coaching to staff on facing standards
  • Photograph displays for consistency review

Weekly Review

  • Review facing compliance across all areas
  • Identify problem areas or patterns
  • Provide staff feedback and training
  • Compare layouts across locations (if applicable)
  • Document any issues

Mystery Shopper Criteria

  • Overall store organization and cleanliness
  • Product visibility and accessibility
  • Label facing and alignment
  • Shelf fullness and appearance
  • Price label visibility and accuracy
  • Staff responsiveness to facing needs

Training Requirements

All staff must:

  • Understand the importance of facing during induction
  • Demonstrate proper facing technique within first week
  • Complete hourly facing checks during shifts
  • Participate in weekly refresher training
  • Know how to identify and report facing issues

Key Performance Indicators (KPIs)

  • Facing Compliance: % of products properly faced (target: 95%+)
  • Customer Feedback: Comments on store organization and appearance
  • Sales Impact: Track sales correlation with facing compliance
  • Staff Participation: % of team performing hourly facing checks
  • Time Investment: Average time spent on daily facing activities

Health & Safety Notes

  • Never overload shelves (risk of items falling on customers or staff)
  • Use proper lifting techniques when moving heavy products
  • Report any damaged shelving or equipment immediately
  • Keep aisles and walkways clear during facing
  • Clean spills immediately to prevent slips
  • Use appropriate cleaning materials for different surfaces

Troubleshooting

Shelves Look Empty After Facing

  • Check stock levels and reorder if necessary
  • Consolidate products to fill gaps
  • Adjust product spacing to create fuller appearance
  • Consider adding promotional items or signage

Facing Takes Too Long

  • Break store into zones and rotate assignments
  • Assign dedicated staff during peak times
  • Establish efficient facing routes
  • Use hourly maintenance to prevent major buildup

Staff Not Maintaining Facing Standards

  • Provide additional training and coaching
  • Demonstrate proper technique
  • Increase manager spot checks
  • Recognize and reward good facing practices

Products Keep Falling or Tipping

  • Verify shelf stability and safety
  • Adjust product arrangement for better balance
  • Use shelf dividers or risers if needed
  • Report damaged shelving to maintenance

Connection to Other SOPs

This SOP works in conjunction with:

  • 9.2 Counter Planogram: Maintains counter display standards
  • 9.3 Coke Fridge Planogram: Maintains fridge display standards
  • Section 8 Cleaning & Maintenance: Keeps displays clean and organized
  • Section 2 Food Safety & Hygiene: Ensures allergen labels remain visible

References

  • Retail Merchandising Best Practices (British Retail Consortium)
  • UK Food Standards Agency: Food Labelling Guidance
  • Natasha’s Law (PPDS Requirements)
  • Little Coffee Bean Co Brand Guidelines
  • Industry Research: Consumer Retail Experience Studies

Document Control

Prepared by: Little Coffee Bean Co Operations Team
Approved by: Company Director
Next Review: October 2026

For questions or clarifications, contact your Store Manager or Area Manager.