Standard Operating Procedure (SOP) Food Safety & Hygiene 2.3 Cross-Contamination Prevention Purpose: To prevent cross-contamination between raw and ready-to-eat foods, and between allergens and allergen-free products. Equipment Segregation – Color Coding System: Red: Raw meat and poultry Yellow: Cooked/ready-to-eat foods Green: Vegetables and salads Blue: Fish and seafood White: Dairy and bakery items Cutting Board & Utensil Protocol: Use separate cutting boards for different food types Use separate utensils for each product category Never use the same equipment for raw and ready-to-eat foods Clean and sanitize between each use Surface Cleaning Between Tasks: Clear all food debris Wash surface with hot soapy water Rinse thoroughly Sanitize with appropriate sanitizer Allow to air dry or use clean paper towels Record on cleaning log Refrigerator Organization: Store raw items on lower shelves Store ready-to-eat foods on upper shelves Use separate shelves for different food types Use sealed containers to prevent drips Never store raw meat above other foods Hand Hygiene Between Tasks: Wash hands between handling different food types Change gloves between tasks Never touch ready-to-eat food with bare hands Use serving utensils, never hands Allergen Management: Use dedicated equipment for allergen-free preparations Clearly label all allergen-containing products Inform customers of allergens upon request Maintain separate preparation areas where possible Train all staff on allergen awareness monthly Compliance: Natasha’s Law, UK Food Information Regulations, Food Standards Agency Guidelines Sources: Food Standards Agency: www.food.gov.uk/business-guidance/allergens UK Government: www.gov.uk/food-safety/food-labelling SOP 10/2025 v2 – Page
2.2 Food Storage & Temperature Control
Standard Operating Procedure (SOP) Food Safety & Hygiene 2.2 Food Storage & Temperature Control Purpose: To ensure all food and beverages are stored at correct temperatures to prevent bacterial growth and spoilage. Refrigeration Standards: Store all refrigerated items at 0-5°C (32-41°F) Check and record temperatures twice daily: Morning (upon opening) Evening (before closing) Use calibrated thermometers for accuracy Calibrate thermometers monthly using ice water method Frozen Storage: Store all frozen items at -18°C (0°F) or below Check and record temperatures twice daily Do not refreeze thawed items Use FIFO method (First In, First Out) Dairy & Milk Products: Store at 0-5°C Use within 3 days of opening Check expiry dates daily Never use expired products Dry Goods Storage: Store in cool, dry areas away from direct sunlight Keep away from chemicals and cleaning products Store in sealed, airtight containers Keep off floor on shelving units Maintain temperature below 21°C where possible Coffee Beans: Store in airtight containers Keep in cool, dark conditions Away from strong odors Use within 4 weeks of opening Temperature Monitoring Procedure: Check thermometer reading Record on daily temperature log sheet If temperature is incorrect: Check door seals Ensure items aren’t blocking vents Report to manager immediately Do not use equipment if temperature cannot be maintained Compliance: UK Food Standards Agency Temperature Control Requirements, Food Hygiene (England) Regulations 2006 Sources: Food Standards Agency: www.food.gov.uk/business-guidance/temperature-control UK Government Food Safety: www.gov.uk/food-safety SOP 10/2025 v2 – Page
2.1 Personal Hygiene & Handwashing
Standard Operating Procedure (SOP) Food Safety & Hygiene 2.1 Personal Hygiene & Handwashing Purpose: To prevent foodborne illness and maintain health and safety standards through mandatory personal hygiene protocols. When to Wash Hands: Before starting work After breaks and meal times After handling waste or dirty items After using the toilet After touching hair, face, or body Between handling different food types After handling raw foods Handwashing Procedure: Use warm running water Apply soap and lather thoroughly Wash for at least 20 seconds, including: Between fingers Under fingernails Wrists and forearms Rinse thoroughly under running water Dry hands with clean paper towels (not cloth towels) Turn off tap using paper towel to prevent recontamination Personal Hygiene Standards: Wear clean uniforms daily Wear closed-toe, non-slip shoes Keep hair tied back and covered where required Keep nails short, clean, and unpolished Remove jewelry (except plain wedding bands) when handling food Wear clean apron over uniform Illness Reporting: Report immediately to management if experiencing: Vomiting or diarrhea Jaundice (yellowing of skin/eyes) Sore throat with fever Skin infections or boils Any suspected foodborne illness Do not return to work until symptom-free for 48 hours Compliance: UK Food Standards Agency Guidelines, Health & Safety at Work Act 1974, Food Hygiene (England) Regulations 2006 Sources: Food Standards Agency: www.food.gov.uk/business-guidance/food-hygiene Health & Safety Executive: www.hse.gov.uk SOP 10/2025 v2 – Page
Iced Americano (13oz) – Cold Drink Preparation SOP
Iced Americano (13oz) – Standard Operating Procedure Company: Little Coffee Bean Co Document Type: Cold Drink Preparation SOP Version: 1.0 | September 2022 Overview The Iced Americano is a refreshing cold coffee drink made with espresso shots poured over ice and topped with cold water. This simple yet satisfying drink is perfect for customers looking for a bold, cold coffee experience. Preparation Instructions Step 1: Pull the Espresso Pull a full double shot of espresso Step 2: Prepare the Cup Fill a plastic cup to the top with ice Step 3: Add Syrup (Optional) If the customer has requested syrup, add two pumps of syrup now Step 4: Add Espresso Pour the espresso shots over the ice Step 5: Add Water Fill to the top with cold water Step 6: Serve Place lid on top Serve to customer Ingredients Full double shot of espresso Ice (fill cup to top) Cold water (fill to top) Optional: 2 pumps of flavored syrup (if requested) Equipment Required Espresso machine 13oz plastic cup Ice scoop Cup lid Syrup pump (if flavoring requested) Quality Standards Coffee Strength: Bold espresso flavor balanced with cold water Temperature: Served cold with ice throughout Presentation: Full cup with lid securely attached Consistency: Proper ratio of espresso to water for balanced taste Customization Options Add flavored syrups (vanilla, caramel, hazelnut, etc.) Extra shot of espresso for stronger flavor Less water for more concentrated taste Alternative milk options (though traditional Iced Americano uses water only) Tips for Success Ensure the cup is filled to the top with ice before adding espresso Pour espresso shots immediately after pulling for best flavor If adding syrup, add it before the espresso so it mixes better Use cold water to maintain the drink’s temperature Secure the lid properly to prevent spills This SOP is part of the Little Coffee Bean Co training and operations manual. For questions or clarifications, please contact your store manager or area manager.
Flat White (8oz) – Drink Preparation SOP
Flat White (8oz) – Standard Operating Procedure Company: Little Coffee Bean Co Document Type: Drink Preparation SOP Version: 1.0 | September 2022 Overview Flat whites are a very important coffee for a cafe. Often when trying new coffee places, people will order a flat white as it shows how well the barista knows what they are doing. It demonstrates that the barista is aware of how to steam milk properly, has control of pattern design, and allows the taste of the coffee bean itself to come through with the stronger shots used. Preparation Instructions Step 1: Prepare the Milk Pour cold milk into the steaming jug Use just enough milk for the cup – overfilling will prevent you from being able to steam the milk properly Step 2: Steam the Milk Place the steam arm a centimetre from the side of the jug Hold the jug at an angle Turn the steam arm on – the milk should start to whirlpool The sound should be a spitting sound, which means you are putting air into the milk Hold it here until the desired temperature is met The milk should look like wet paint – this means the consistency is right Step 3: Pull the Espresso Pull a short double shot While doing this, keep the milk moving by lightly whirling the milk in the jug so it doesn’t separate Step 4: Pour and Create the Pattern When pouring the milk into the shots, aim for the centre of the cup at first and move the jug in a circle Pull the milk out of the coffee and place the jug close to the surface of the coffee Pour the milk slowly and use your wrist to create a small back and forth movement – this is what will create the pattern When reaching the top of the cup, push the stream of milk away from you to create a line down the centre of the pattern This will create what is called a floret pattern Step 5: Serve Serve with a smile Quality Standards Milk Texture: Should look like wet paint with microfoam consistency Coffee Strength: Short double shot for bold flavor Presentation: Floret pattern or similar latte art Temperature: Served hot, milk steamed to proper temperature Tips for Success Don’t overfill the steaming jug – use just enough milk for one cup Listen for the “spitting” sound when steaming – this indicates proper aeration Keep the steamed milk moving while pulling the espresso shot Practice the wrist movement for creating latte art patterns This SOP is part of the Little Coffee Bean Co training and operations manual. For questions or clarifications, please contact your store manager or area manager.
Mocha (8oz) – Drink Preparation SOP
Mocha (8oz) – Preparation Method Standard Operating Procedure Category: Hot Drink Preparation Drink Type: Espresso-based specialty drink Serving Size: 8oz Version: 1.0 (September 2022) Overview Mochas are a great drink when it’s cold and you want a comforting beverage as well as a hit of caffeine. However, they can be difficult to get the right balance between the taste of our wonderful coffee and the chocolate that sets this drink apart. This SOP will guide you through creating the perfect mocha every time. Ingredients Espresso: Double shot (2 shots) Chocolate powder: ⅔ scoop Milk: Steamed (dairy or alternative as requested) Chocolate dusting: For finishing Equipment Required Espresso machine 8oz cup Milk steaming pitcher Chocolate powder scoop Spoon for mixing Chocolate dusting shaker Step-by-Step Preparation Step 1: Add Chocolate Powder Place ⅔ of a scoop of chocolate powder in the bottom of an 8oz cup Ensure the cup is clean and dry Step 2: Pull Espresso Shots Pull a double shot of espresso directly onto the chocolate powder Ensure proper extraction (19-22 seconds) The hot espresso will begin to melt the chocolate Step 3: Mix Thoroughly Mix the powder and espresso shots together until smooth This is crucial for getting a nice finish on your drink Ensure no lumps of chocolate powder remain The mixture should be glossy and well-combined Step 4: Set Aside While Preparing Milk Once mixed, set the cup aside This allows the chocolate and espresso to fully integrate Step 5: Steam the Milk The milk should be steamed like a flat white This makes the drink smooth and luxurious Aim for silky microfoam texture Heat to approximately 60-65°C Avoid large bubbles – keep it velvety Step 6: Pour the Milk Aim for the centre when pouring Pour like a flat white – smooth and steady Fill to approximately 1cm from the rim The chocolate-espresso mixture will blend beautifully with the milk Step 7: Finish with Chocolate Dusting Add a light dusting of chocolate powder on top This provides visual appeal and enhances the chocolate flavor Don’t overdo it – a light sprinkle is perfect Step 8: Serve Serve with a smile! Present the drink promptly while hot Ensure the cup exterior is clean Quality Standards ✓ Perfect Mocha Checklist Smooth, glossy chocolate-espresso base (no lumps) Silky microfoam milk (not bubbly) Balanced coffee and chocolate flavor Light chocolate dusting on top Served at optimal temperature (60-65°C) Clean cup exterior ✗ Common Mistakes to Avoid Not mixing properly: Lumps of chocolate powder will remain Over-frothing milk: Creates large bubbles instead of microfoam Too much chocolate: Overpowers the coffee flavor Too little chocolate: Just tastes like a latte Pouring milk too quickly: Disrupts the chocolate base Customization Options Milk Alternatives Oat milk: Creamy texture, works well with chocolate Almond milk: Lighter, nutty flavor Soya milk: Good for frothing, neutral taste Coconut milk: Adds tropical notes Size Variations 12oz: Add an extra ⅓ scoop of chocolate, triple shot optional 16oz: Double the chocolate, triple shot recommended Flavor Additions (Upon Request) Vanilla syrup (1-2 pumps) Caramel syrup (1-2 pumps) Hazelnut syrup (1-2 pumps) Peppermint syrup (1 pump – strong flavor) Allergen Information Contains: Milk (dairy) – unless alternative milk requested May contain traces of nuts (check chocolate powder ingredients) Suitable for: Vegetarians Vegans (with plant-based milk and vegan chocolate powder) ⚠️ Always check with customers about allergies before preparation. Troubleshooting Issue Cause Solution Lumpy chocolate at bottom Insufficient mixing Mix espresso and chocolate thoroughly before adding milk Weak coffee flavor Too much chocolate powder Reduce chocolate to ½ scoop and adjust to taste Bitter taste Over-extracted espresso Check grind size and extraction time (19-22 seconds) Milk too foamy Over-steaming Steam like a flat white – aim for microfoam, not foam Related SOPs Espresso Preparation Flat White Preparation Latte Preparation Milk Steaming Techniques Allergen Information & Management Questions? Contact your Store Manager or Barista Trainer for additional guidance. This SOP is part of Little Coffee Bean Co’s Standard Operating Manual and must be followed at all locations.
Personal Hygiene & Handwashing – Food Safety SOP
Personal Hygiene & Handwashing Standard Operating Procedure Category: Food Safety & Hygiene Applies to: All staff handling food and beverages Reference: UK Food Standards Agency Guidelines Overview Personal hygiene is critical to food safety at Little Coffee Bean Co. It is easy to spread bacteria to food without realising – these bacteria are invisible and could make customers seriously ill. This SOP outlines the mandatory personal hygiene standards all staff must follow when working with food and beverages. Before You Start Working with Food ✓ Always Wash Your Hands Wash hands thoroughly before starting work Use warm water and soap Wash for at least 20 seconds Dry with paper towels or hand dryer ✓ Wear Clean Clothes Start each shift in clean clothing Uniforms must be laundered regularly Remove outdoor clothing before starting work ✓ Wear an Apron Required when handling unwrapped food Must be clean and in good condition Change if soiled during shift ✓ Remove Watches and Jewellery Take off watches before food handling Remove rings (except plain wedding bands) No bracelets or bangles Small stud earrings only ✓ Tie Hair Back Long hair must be tied back securely Consider wearing a hat or hairnet Keep hair neat and tidy Facial hair should be well-groomed ⚠️ Report Illness Immediately You MUST tell your manager if you have: Vomiting Diarrhoea Stomach upset High temperature/fever DO NOT work with food if you have any of these symptoms. You must be symptom-free for 48 hours before returning to work. When You Are Working with Food ✗ No Smoking Smoking is prohibited in all food preparation and service areas Wash hands thoroughly after smoking breaks Change apron if you’ve been smoking ✗ No Eating or Drinking Do not eat or drink in food preparation areas Take breaks in designated staff areas only Wash hands before returning to work ✗ Avoid Touching Your Face Do not touch your face, nose, mouth, or hair Avoid coughing or sneezing over food If you must sneeze/cough, turn away and wash hands immediately ✓ Cover All Cuts and Wounds All cuts must be covered with a brightly coloured waterproof dressing Blue plasters are used so they’re easily visible if they fall off Report any lost plasters to your manager immediately Wear disposable gloves over plasters when handling food When to Wash Your Hands You MUST wash your hands: Before starting work After using the toilet After handling raw food After touching your face, nose, or hair After handling rubbish or cleaning After eating, drinking, or smoking After coughing or sneezing Between handling different food types After handling money Proper Handwashing Technique Wet hands with warm running water Apply soap and lather well Scrub all surfaces: Palms and backs of hands Between fingers Under nails Wrists Wash for at least 20 seconds Rinse thoroughly under running water Dry completely with paper towels or hand dryer Compliance & Consequences Personal hygiene standards are non-negotiable and are a legal requirement under UK food safety law. Failure to comply may result in: Verbal warning Written warning Removal from food handling duties Disciplinary action up to and including dismissal Related SOPs Safer Food Better Business Pack (SFBB) Hygiene Inspections / Inspection Checklist Food Allergen Training Staff Induction Questions? Contact your Store Manager or Area Manager for clarification on any aspect of this SOP. This SOP is based on UK Food Standards Agency guidelines and forms part of your employment contract with Little Coffee Bean Co.
Little Coffee Bean – Inbound AI Agent Call Scripts
Universal Opening (All Calls) AI Agent: “Hello Little Coffee Bean! This is [Agent Name], how can I help?” Category 1: Customers Looking for Information Direct customers to shop.littlecoffeebean.co.uk for product orders and stock information. Check littlecoffeebean.co.uk for Washington store details. Category 2: Franchise Enquiries – HOT LEADS Collect: Full name, email, phone, location interest, experience, timeline, investment readiness. Send urgent email to dan@littlecoffeebean.co.uk with subject “HOT LEAD – FRANCHISE ENQUIRY – [Name]” Category 3: Caller Asking for Dan or Dan Kane Transfer to Jack immediately. If unavailable, collect details and email Jack. Category 4: Billing or Invoice Calls Collect caller details, invoice details, and payment information. If money owed TO caller, apologize and escalate urgently. If money owed BY caller, standard follow-up applies. Category 5: Store or Current Franchisee Support Transfer to Beaney immediately. If unavailable, collect details and email Beaney with urgency level noted. Category 6: Customer Complaints Listen empathetically, collect detailed information, and send urgent email to dan@littlecoffeebean.co.uk with subject “URGENT CUSTOMER COMPLAINT – [Customer Name]” Category 7: Booking Enquiries or Making a Booking CRITICAL: AI must check Google Event Booking Calendar for availability BEFORE collecting full booking details. Only Yellow Tuk Tuk currently available for events. Other units fully booked. Collect event type, date, location, duration, guest count, service preference, alcohol service needs, and special requirements. Apply 7-day urgency trigger for bookings within 7 days. Category 8: Inbound Marketing / Cold Callers Keep brief. Collect name, company, service offered. End call quickly with: “If we’re interested, someone will get back to you.” Key Requirements for CallFluent AI Setup Universal opening: “Hello Little Coffee Bean! This is [Agent Name], how can I help?” 24/7 availability Website access to littlecoffeebean.co.uk and shop.littlecoffeebean.co.uk Google Calendar integration for event booking availability checks Call transfer capability to Jack and Beaney Always collect caller name, email, phone (except cold callers) Escalation email: dan@littlecoffeebean.co.uk CRITICAL – No phone orders. Direct to shop.littlecoffeebean.co.uk for click and collect AI agents cannot take opinions. Stick to facts only. Escalation Protocol Send URGENT emails for: Franchise enquiries, customer complaints, billing issues where money owed TO caller, event bookings within 7 days, management requests, large corporate events (500+ guests), media inquiries. Contact Transfers Dan/Dan Kane calls → Transfer to Jack Store/Franchisee support → Transfer to Beaney All urgent escalations → dan@littlecoffeebean.co.uk
Customer Communication Scripts for Equipment Failures During Peak Hours
Customer Communication Scripts for Equipment Failures During Peak Hours Comprehensive scripts and protocols to maintain customer satisfaction and service continuity when coffee equipment malfunctions during busy periods. Contents Immediate customer acknowledgment scripts for different failure scenarios Alternative service offerings and menu adjustments during equipment downtime Staff communication protocols and role assignments during technical issues Follow-up and recovery strategies to retain customer goodwill Prevention communication and transparency best practices Understanding the Challenge and Context Looking at Little Coffee Bean Co’s operations, the unique challenges involve running mobile Tuk Tuk vans and fixed locations, serving high volumes during peak summer and winter seasons. When equipment fails during these crucial periods, every minute of downtime directly impacts revenue and customer experience. Your team uses the Frachino machine and Odoo POS system, with established power failure troubleshooting procedures. However, what’s missing is the human element—how your baristas should communicate with customers when things go wrong. Your baristas complete 5-day training programs focused on customer service, so these scripts align with that professional standard while remaining authentic and warm. The key insight is that customers are generally understanding if they’re kept informed and feel valued. The problem isn’t just the equipment failure—it’s the uncertainty and feeling ignored that frustrates people. Immediate Customer Acknowledgment Scripts for Different Failure Scenarios Scenario 1: Espresso Machine Failure “Hi there! I’m really sorry, but our espresso machine has just developed a fault. We’re working on it right now, but it means we can’t make our usual espresso-based drinks for about [estimated time]. However, I can offer you our filter coffee—it’s the same beautiful Colombian single origin we use in all our drinks—or a cold brew if you prefer? And because of the inconvenience, I’d like to offer you [10% off/complimentary pastry/loyalty stamp].” Why this works: It acknowledges the problem immediately, provides a timeframe, offers alternatives, and includes compensation. The mention of “Colombian single origin” maintains your quality positioning. Scenario 2: Grinder Malfunction “Good morning! We’ve hit a small snag—our grinder isn’t working properly right now, which means we can’t guarantee the quality of our espresso drinks. Rather than serve you something that’s not up to our usual standard, I can offer you our pre-ground filter coffee or tea service. We should have this sorted within [timeframe], or I’m happy to take your order for collection later with a complimentary upgrade?” Why this works: This positions the limitation as a quality control decision, which reinforces your brand standards. Customers respect businesses that won’t compromise. Scenario 3: POS System Down “Welcome! Just to let you know upfront, our card machine system is temporarily down. We can still take cash payments, or I can take your details and process the payment once we’re back online—completely up to you, and we’ll throw in a free [cookie/loyalty stamp] for the inconvenience. Our coffee is still flowing perfectly though!” Why this works: Transparency upfront prevents queue frustration. The humor at the end keeps the mood light. Scenario 4: Power Outage (Mobile Van) “Hi! We’ve unfortunately lost power to the van, which means we’re temporarily out of action. We’re expecting to be back up in approximately [timeframe]. If you’d like to leave your name and number, I’ll text you the moment we’re operational again, and your first drink will be on us. Alternatively, [mention nearest alternative if applicable].” Why this works: For mobile operations, customers may have specifically sought you out. Offering to notify them shows you value their custom and time. Scenario 5: Multiple Equipment Issues “I really appreciate your patience. I need to be honest—we’re experiencing technical difficulties with multiple pieces of equipment right now, and we can’t provide our full service. We’re working hard to resolve it, but I don’t want to keep you waiting if you’re in a hurry. If you can wait [timeframe], we’d love to serve you and will make it worth your while. Otherwise, I completely understand, and please take this voucher for a free drink when you next visit.” Why this works: Complete honesty prevents customer frustration from waiting. The voucher turns a negative into a guaranteed return visit. Alternative Service Offerings and Menu Adjustments During Equipment Downtime When Espresso Machine is Down: Promote: Filter coffee (Colombian single origin), cold brew, iced coffee, tea service Script addition: “Our filter coffee actually highlights the chocolate and caramel notes of our Colombian beans even better than espresso—it’s what the roasters drink themselves.” Preparation: Ensure filter coffee is always fresh and available as backup; consider having cold brew pre-made during peak seasons When Grinder Fails: Promote: Pre-ground filter options, tea, cold beverages that don’t require fresh grinding Script addition: “We’ve got some beautiful loose-leaf teas, and our cold brew is already prepared with perfectly ground beans from this morning.” Preparation: Keep emergency pre-ground coffee sealed and dated (max 48 hours old) When Heating Elements Fail: Promote: Cold brew, iced drinks, cold food items Script addition: “Perfect weather for an iced latte anyway! We can do all our signature drinks over ice.” Seasonal consideration: This is more viable during summer peak season; winter requires faster repairs When POS is Down: Maintain: Full coffee service with manual payment tracking Script addition: “We’re old school today—cash or I can send you a payment link via text after.” Preparation: Ensure staff know manual transaction procedures from your training; keep receipt book and calculator handy The “Simplified Menu” Approach: When multiple systems are compromised, simplify to 3-4 core offerings: Black coffee (filter), White coffee (filter with milk), Tea, One signature cold option. Script: “We’ve simplified things while we sort out a technical issue. Here’s what we can make perfectly right now: [list items]. Everything is the same quality you expect from us, just a shorter menu for the moment.” Staff Communication Protocols and Role Assignments During Technical Issues Your team of 3-5 people needs clear protocols to avoid chaos during equipment failures. Immediate Response Protocol (First 2 Minutes): Designate a Lead: Most senior staff member present becomes incident lead Quick Assessment: Lead determines what’s failed and
Alcohol Service Customer Scripts
Alcohol Service Customer Scripts: Age Verification, Compliance & Responsible Service Purpose: Equip your team to professionally handle alcohol-related inquiries, enforce Challenge 25 age verification protocols, and address licensing compliance questions while maintaining Little Coffee Bean Co’s friendly, approachable brand tone. Contents Pre-event alcohol service inquiry scripts for potential clients On-site age verification dialogue and Challenge 25 refusal protocols Licensing and compliance question responses Difficult situation de-escalation scripts Staff training integration recommendations Pre-Event Alcohol Service Inquiry Scripts Script 1: Initial Inquiry About Alcohol Service “Absolutely! We’re fully licensed to serve alcohol at events. We can provide a range of options including prosecco, beer, wine, and even specialty coffee cocktails that pair beautifully with our signature drinks. What type of event are you planning, and what kind of atmosphere are you looking to create?” Reasoning: Opens with enthusiasm, establishes credibility immediately with “fully licensed,” and pivots to understanding client needs rather than just listing services. Script 2: Explaining Licensing Coverage “Great question! Our alcohol license covers [specify: premises license/temporary event notice/etc.]. For your [wedding/corporate event/festival], we’ll handle all the licensing requirements. We just need to know the venue location and expected guest count at least [X weeks] in advance so we can ensure everything is properly arranged.” Reasoning: Clients often worry about legal complexity. This reassures them that you handle the administrative burden while gathering essential planning information. Script 3: Pricing and Package Inquiry “Our alcohol service can be tailored to your budget and guest preferences. We offer packages starting from [price point], which includes [basic offering]. We can also create bespoke drinks menus—our coffee-based cocktails are particularly popular at evening events. Would you like me to send over our full drinks menu and pricing structure?” Reasoning: Provides a starting point without overwhelming, mentions your unique selling point (coffee cocktails), and offers a natural next step. On-Site Age Verification & Challenge 25 Protocols Script 4: Standard Age Verification Request (Friendly Approach) “Hi there! I’d love to serve you [drink name], but first I need to check your ID. We follow Challenge 25, so I need to verify ID for anyone who looks under 25. Do you have your driver’s license, passport, or a PASS-accredited ID with you?” Reasoning: Challenge 25 is UK standard and legal requirement. Starting with enthusiasm about serving them, then framing it as routine policy (not personal doubt) reduces defensiveness. Listing acceptable IDs prevents the “what counts?” back-and-forth. Script 5: When ID Is Not Provided “I completely understand it’s frustrating, but unfortunately without valid ID, I’m not able to serve you alcohol today. It’s a legal requirement we have to follow under Challenge 25. However, I’d love to make you one of our specialty coffees or soft drinks instead—our Golden Tuk Tuk Latte is really popular! Can I get that started for you?” Reasoning: Acknowledges their frustration (empathy), explains it’s legal not arbitrary, immediately offers an alternative to keep them as a customer, and uses your signature drink to maintain brand experience. Script 6: When ID Appears Fake or Altered “I appreciate you showing me this, but I’m not able to accept this ID as it doesn’t meet our verification standards. I’m really sorry, but I can’t serve you alcohol today. Can I offer you one of our other drinks instead?” Reasoning: Never directly accuse someone of having fake ID (legal risk). Use neutral language about “verification standards.” Keep it brief and redirect. Script 7: When Customer Becomes Argumentative About Age Verification “I understand you’re frustrated, and I wish I could help, but our Challenge 25 policy requires us to verify age for everyone who appears under 25. If I don’t follow this policy, I could lose my job and the business could lose its license. I really can’t make exceptions. What I can do is offer you any of our non-alcoholic options—they’re honestly just as good!” Reasoning: Personalizes the consequence (job loss) to build empathy, explains business risk, firmly closes the door on exceptions, then redirects positively. Script 8: Refusing Service to Someone Visibly Intoxicated “I’m sorry, but I’m not able to serve you any more alcohol right now. It’s part of our responsible service policy. I’d be happy to get you some water or a coffee instead. Can I make you an Americano?” Reasoning: Brief and non-negotiable. UK law prohibits serving intoxicated persons. Offering water/coffee shows care and provides a face-saving alternative. Script 9: When Someone Asks You to Serve Their Underage Friend “I appreciate you asking, but I can’t serve alcohol to anyone who can’t provide valid ID showing they’re 18 or over, even if you’re purchasing it. It’s a legal requirement. But I’m happy to make them any of our coffee drinks or soft drinks—we’ve got some really great options!” Reasoning: Proxy purchasing is illegal in the UK. This needs to be a hard no, but maintaining friendliness preserves the relationship with the paying customer. Licensing and Compliance Question Responses Script 10: When Asked About License Type “We operate under [specify your license type: premises license/temporary event notices]. Our license number is [number], and we’re fully compliant with all UK alcohol licensing regulations. Would you like me to provide a copy of our license documentation?” Reasoning: Specific, factual, and offers documentation proactively. This is particularly important for venue managers or corporate clients with compliance departments. Script 11: When Venue Staff Ask About Your Authorization “Absolutely, we’re fully licensed to serve alcohol at this event. We’ve coordinated with [event organizer name] and have all necessary permissions in place. Our designated premises supervisor is [name] and they’re [on-site/available by phone]. Would you like to see our license documentation or speak with them directly?” Reasoning: Establishes chain of authorization, provides a contact person, and offers immediate verification options to prevent service disruption. Script 12: When Asked About Staff Training “All our staff who serve alcohol have completed responsible alcohol service training and Challenge 25 protocols. We take responsible service very seriously—it’s built into our 5-day barista training program. Everyone on our team knows the age verification protocols