Ensure a nice-looking Counter Product Display
Torch-Bearer
1/
9
What does it mean?
Mastering the skill of Torch-Bearer means the ability to promote the vision, mission and manifest of the company at all times. The goal is to create an attractive culture across your Region, building a strong sense of belonging for all people involved to be proud of.
This requires constant and various efforts in different aspects like how we communicate, what we speak about, what we demonstrate, what we praise, what we measure and what we feel.
"Culture eats strategy for breakfast". No matter how well-designed your strategic plan is, it will not succeed if the people doesn't believe or understand it.
Main Theory
Torch-Bearer as the Bridge to Reach a Commercial Mindset
There are 3 main purposes of being a Torch-Bearer as a leader in Joe & The Juice. Each purpose will have a direct effect on the performance in the region and will determine whether or not the region as a whole can work towards a commercial mindset:
3 PURPOSES OF BEING A TORCH-BEARER
Creating a strong culture in the region will make it more fun going to work for each individual. The ambiance will go up ultimately affecting the guest experience in a positive direction. We cannot deliver the experience we are known for without good vibes and strong relationships.
When people enjoy going to work everyday, there is more at risk and they don’t want to lose their job. It is not just about the lost opportunity to earn a salary, it is suddenly also a loss of nice colleagues, good friends and a second home. Most employees will on a daily basis do a better job and work harder as they do not want to loose face and do a bad job in front of their friends.
When a RM has practiced bringing the region together through social activities and inspiring behaviour, it will be easier to implement focus points and operational guidelines. Changes will have a higher chance to be meet with a positive mindset and incorporated in the daily routines of the workforce when the person delivering the message is already socially respected. Being professionally respected requires a lot of hard work. Being socially respected is a choice!
What is a Torch-Bearer Promoting?
Our company is built on culture that is brought further to new generations. Being a torch-bearer is a person who continuously shapes and enhances the culture for the next legacy of employees. It is about passing on the cultural traditions and small gimmicks that have been formed throughout the years of JOE to strengthen the social belonging.
The RM is the one to inspire the rest. The one who can pass on all the good habits of our culture to facilitate social ties. The culture and the social belonging is the fire that keeps our company alive. The RM should promote this further to the next generation making sure the fire won’t burn out. As a Torch-Bearer you need to teach and uphold a range of different principles that are highly connected to each other (secondary theory). You need to live up to these principles every day and every time you are working in a store - and most importantly, you need to teach and push your BM’s to do the same. We describe this situation as the Culture Tree:
The RM is planting the seed of a healthy environment through their own actions as they inspire the team to copy the behaviour. If they continuously develop the BM’s to live by these Torch-Bearer Principles themselves, the seed they have planted will continue to grow even without physical presence. Ultimately a great culture with many positive effects has been created which will be fostered continuously! But remember, like any other tree, the culture will diminish and die if it is not maintained and nurtured by both BMs and RMs.
The Cultural Iceberg
The RM should also consider the different kind initiatives that can enhance a great culture.
Historically, everyone from the outside consider Joe & The Juice to have a great culture, because they see videos of our parties and social gatherings. However, that is just the tip of the iceberg in terms of creating a great company culture.
There are usually more layers connected to creating a company culture. Working with the invisible factors such as values and feelings are equally as important as focusing on hosting great social events. Furthermore, the focus of the invisible factors will only lead to even better observable factors. It’s important to understand that one layer of the iceberg is not achieved alone, if we focus on one initiative it enhances other layers. It’s therefor a balance of focusing on all layers, rather than focusing on one.
Example: If the RM has created a great foundation and alignment in regard to values and feelings, the chances of a great participation rate in a social event is much higher!
Vice versa, after a social event the attending people will be likely to understand the company values and the manifest. They will create strong social ties that will empower their feelings, attitude and perceptions at work.
Secondary Theory
The Torch-Bearer Principles
There are 5 torch-bearer core principles that all RMs should live by every day. In their mentorship with each BM they should teach and let the BM strive towards incorporating all principles in their store on a daily basis:
1. Create a great work environment - Going to work should be fun
Make it nice and pleasant to go to work. Always be positive and show great energy and push the BMs + team to do the same. Everyone should park their daily struggles “outside the store”.
Recommended Actions:
1. Always say hi to every person at work when entering a store, or entering the bar for a shift.
2. Show interest in the employees at work. Ask small questions when working together. Start the conversation and give compliments or comments on noticeable things like a new haircut or new sneakers. It is the small things that matters.
3. Include the team in your own life. What have you experienced and which episodes of your own life can you share to motivate them? Both Joe related or personal stories.
2. Implement a strong set of values - Everyone should be included
We don’t care where you are from or who you are. We create a place for people to develop and to become the best version of themselves. Make everyone feel welcome regardless of background or performance. It should be okay to fail as long we did our absolute best and learn something new from the situation.
Recommended Actions:
1. Help, support and provide every person new knowledge on a daily basis. Nobody is the best at something first time they try it.
2. Delegate tasks through Elderflower Management to create better optics and develop each person.
3. Lead every person and team with inspiration from our Manifest.
3. Form strong social ties
Encourage each BM to facilitate strong social ties between the employees. Some social gatherings should be facilitated by the RM, but most often it has a higher value if planned by the BM.
Recommended Actions:
1. Team attends a social club together (BM to facilitate)
2. Social gathering outside of work (BM to facilitate)
3. Regional Event (RM to facilitate)
4. Deliver a high level of meaningfulness
Make every day important for all Team Members. Make every person feel like they are an important part of the team. Praise good performance and acknowledge the small things that the team accomplishes together whether it is a high turnover or a well-executed lunch rush or a perfect latte art.
Recommended Actions:
1. Plant the seed of a healthy environment - Ensure inspiring behaviour by yourself and BM.
2. Praise good performance when present in the stores.
3. Post updates, pictures or videos of good performance in regional communication group to enforce remaining staff/teams to reach same level of performance.
5: Share the history of JOE
Share the knowledge of everything we do in JOE. Teach the Juicers and incorporate the Why of everything they do on a daily basis. Share motivational “War Stories” from your own time in the company. Share your experiences that are fun and inspiring for the team to listen to, so they essentially want to experience the same as you have.
Sum Up
3 Purposes of being a torch-bearer
1. When employees enjoy being at work, it will lead to the guests receiving a better experience.
2. When the work matters for the Juicer, they will provide a bigger effort.
3. When the RM is socially respected, it will be easier to get the workforce’s attention when implementing something business related.
Torch-bearer meaning
The RM is acting as a torch-bearer to ensure that the next generation will be taught and take part in the ever-lasting culture of Joe & The Juice.
Planting the seed
The RM is planting the seed of a healthy environment through inspiring behaviour and by being the best version of themself. This should continuously be maintained by the BM in order to let the culture reach a great culture.
Cultural Iceberg
The RM is contributing to create a strong company culture across three different layers with visible and non-visible factors.
The 5 core principles of being a Torch-bearer
1) Create a great work environment: Strive towards making every day at work pleasant and fun through positive energy and openness.
2) Implement a strong set of values: Make everyone feel welcome and ensure that it is okay to fail as long as we learn something from it.
3) Form social ties: Encourage the BMs to create a great team spirit - also out of work through any kind of social activity.
4) Deliver a high level of meaningfulness: Make everyone feel like an important part of the team and praise good performance.
5) Share the history of JOE: Share motivational and inspiring stories of the years in the company.
Training
The training of Torch-bearer is divided into 3x exercises and 1x exam preparation that the RM must go through together with The Trainer and an exam validated by the Market Manager.
This means that the training plan of Torch-bearer requires 5 OH hours in total. If the Trainer believes the exercises need to be revisited, use the allocated exercise OH hours once again and request approvals from the Market Manager or HR Manager.
Exercise 1: Hosting a Regional Event
Objective
The learning objective of this exercise is to introduce the RM to different kind of events that can strengthen the social belonging between employees in the region.
Introduction
The RM will plan their first social regional event.
Step 1 - The Purpose of Hosting Events as RM - 5 minutes
Recap to the RM why it is beneficial for the RM to host various Regional Events in their region. Go through the 3rd Purpose of a Torch-bearer from the Main Theory and initiate a conversation of how the hosting a Regional Event can be compared to planting a seed in the culture tree.
Step 2 - The Regional DNA Events - 15 minutes
Inform the RM about the different Regional DNA events. Go through each example and discuss when it is the appropriate time to activate each of the events.
BM Meeting
Host a quarterly meeting for all your BM’s. Present your 3-month plan and go through the seasonal focus points and goals for each store. After the meeting, go out for some beers or some food.
BM Day
Host a quarterly BM Team Day. Present your 3-month plan and go through the seasonal focus points and goals for each store. After the meeting, go out for a planned activity. You can even let a chosen BM plan which activity you should do - Perhaps the BM who performed best the prior 3 months.
BM Takeover
Plan for all BM’s to take a shift in a specific store on a Game Day (Saturday) to create the social bond in your group of BM’s. Go out for a social activity afterwards.
Theme Day
Make all your stores plan a theme day on the same day, where every Juicer is wearing clothes according to a specific theme. Post pictures in your communication group to create the hype of each theme. Examples could be: Football Jersey / Military / Hawaii.
Regional Event
Host a Joe DNA event internally in the Region. Build the culture and let Juicers attend who perhaps wouldn’t participate in a market based competition giving them the opportunity, experience and rush of participating in the event building the courage to sign up for the next market competition:
- Speed Off Competition
- Latte Art Competition
- Show Off Competition
Seasonal Parties
Host a social event internally in the region:
- Christmas Party
- Halloween Party
- Summer Party
- Easter Party
- Black Friday Post work Celebration
Even though they are named “Party”, it doesn’t have to be a crazy set-up. Work with the resources you have. Perhaps request a small budget for local management.
Active Alignment Workshop
Choose an operational but relevant topic that will increase the performance of the region but most importantly align how the region work on a daily basis.
Example: Product Making / Coffee Dial-in
Purpose: Make it educational but also fun! Everyone should learn something new, but most importantly, it should be pleasent and fun to attend.
Guidelines: The event is planned and hosted by the RM, but having performing BM as a Guest Speaker speaker will both motivate and praise the chosen BM and increase the relevance for all attendants. Once the workshop is over some kind of social gathering should preferably take place.
The attendants of the employees in the region is purely optional, but having a high attendace will be a strong indicator of how strong the culture in the region is.
Step 3 - Plan & Schedule a Regional Event Plan - 40 minutes
Sit down with the RM and choose a minimum of 3 x Regional Events that need to be scheduled over the coming 3 months. Choose wisely depending on the status of the workforce and what you and the RM find most relevant to enhance the Social Belonging in the region.
How to videos
Exercise 2: Torch-bearer Through Communication
Objective
The learning objective of this exercise is to teach the RM how they can strengthen both social belonging and performance through different kind of communication posts in their regional communication group.
Introduction
The RM will make their first torch-bearer communication posts and enforce their BMs to do the same.
Step 1 - How Communication can Drive Dedication - 5 minutes
Inform the RM that they can drive the workforce’s motivation and inspiration by posting specific messages on the Region’s communication group (Facebook / WhatsApp). These posts should be concerning any other person than themselves. Make people feel special and recognised, and remember to TAG them in the post. The purpose is to create attention and appreciation for good performance or behaviour that can be replicated by others. When the remaining workforce is trying to achieve or work at the same level as the person being praised, the level of performance will be increased in the whole region.
Step 2 - Creative Communicator - 5 minutes
Remind the RM that they are the one to inspire the rest. If the RM is not communicating and sharing their voice, we are not utilising the position to it’s fullest potential. The RM should not hide behind emails and be afraid of “facing” the workforce. They need to catch people’s attention in the best possible way at all times sharing inspiring behaviour, crucial information and guidelines. Catching people’s attention will most definitely be determined by how the message is being delivered. A message is more likely to be remembered if there is some kind of visual material as well (photo / video). Be creative and don’t be afraid of getting your face out there!
Don’t be afraid of trying out new things to see how you can catch people’s attention in the best way.
Step 3 - Example on Torch-Bearer Communication - 15 minutes
Take the RM through the examples of Torch-bearer posts and discuss how each post can enhance the social belonging in the region:
TRAINING VALIDATION
Intro: Post a picture of a training validation being done and approved. You could for example post a picture of the Trainer shaking hands with the Trainee with a comment on how the training went.
Example:
- JQ (Bronze / Silver / Gold)
- SM (Prospect / Junior)
- BM (Prospect / Junior / Senior)
Purpose: This will drive the motivation for all employee’s who is about to step into same position. These people will work harder to achieve the same result and validation. It also drives the eager for other employees being at lower MoneyBall levels to think that they would be able to take on the same challenge and get more responsibility.
SALES
Intro: Post a picture of outstanding performance by a team.
Example:
- Up-sales
- Turnover
- Sales of seasonal campaign cards
- Huge app orders
Purpose: This is one of the very important posts. When you recognize a team’s performance it will give all team members a high level of meaningfulness knowing that they were a part of something special. If will furthermore inspire the whole audience to try and achieve something similar.
STORE LOOK
Intro: Post a picture or video introducing the ideal look of a store (MTV Cribs style).
Example:
- Cleaning Task: A cleaning task has been taken to the next level
- Opening: A Juicer has made an excellent opening shift with outstanding displays and great energy
- Closing: A Juicer has cleaned the centrifuge sieve to perfection
Purpose: By posting this, you will motivate the person being praised to keep up the good work. You will also inspire the rest of the region to do the same lean store look. One post can push the rest of your stores to increase their effort on cleaning and the Look. You can tag other people in the post and challenge them to do a similar or better set-up creating the hype of a basic task.
PRODUCT
Intro: Post a video/picture of a perfectly executed product.
Example:
- Coffee (Latte art)
- Sandwich (Signature Roast)
- Juice (Perfect measure)
Purpose: By posting this, you will inspire the rest of the employees to tag along and do their best to also deliver the same product quality. Again, challenge other people in the region to beat the product quality in the post (E.g. who can beat this latte art).
New Initiative
Intro: Whenever we implement something new in the company, you can create the hype (with hidden information) on how to handle this new company initiative.
Example:
- Tech / KPI: Post a picture of a lunch rush with 100% Correct Waiting Time praising the speed of the Juicers working + what they did to each this great performance
- New Products: Post a video of a Juicer making the new product with the correct ingredients and the right sequence + measure.
- New Packaging Materiel: Post a video of a BM/Juicer doing a product with amazing lean packaging execution.
Purpose: These are just examples as we do not know yet which company initiatives that will be implemented going forward. The bottom line is that you both praise the person/team controlling the initiative to perfection and at the same time informs everyone on how it should be handled going forward.
Upcoming Social Event
Intro: A couple of weeks before an event/competition takes place (Latte Art / Show Off / Speed Off) you should make a hype message including some key information and hype functions.
Example: Any DNA Event
- Information about event: What/where/when is the event?
- Game rules: What are the set rules for the competition?
- Encourage people to participate (hype): In a humoristic way, hype people to wanting to attend. Is there a prize? What pride will follow the people attending/winning? Make a shout out to the people you know would possibly attend.
- Deadline: Include the deadline day for participation and what they have to do to attend.
- Show how it’s done: Post a video of yourself doing: Latte art, Flair, a Juice in the fastest possible way.
Purpose: By doing this, you are a torch-bearer for the social events that happens in JOE. You should do this whether if it is a regional event you are hosting, or if it is market based event for all employees hosted by the Culture Officer. It will encourage all Juicers to attend the event ultimately ensuring stronger social ties. No one should be afraid of attending the event or participating in the competition!
Step 4 - Practicing Torch-Bearer posts - 30 minutes
Inform the RM that they need to choose a minimum of 2 different Torch-bearer posts they need to make the following week. It can either be some of the examples in step 2 or something the RM makes up themselves. The important thing is that the post is positive, encourages good performance, applauses a person in the region and includes some kind of picture or video (proof of content)
Step 5 - Teaching BM’s to do Torch-Bearer posts - 15 minutes
Inform the RM that the most effective way of creating a strong community feeling in the region is to encourage the BMs to do posts on a weekly basis. The following week again, tell the RM that they need to make a plan for when each BM in the region has to upload a Torch-bearer appreciation post.
Each BM has one week to do a post - and the following week a new BM will takeover until all BMs has done a post.
Remind the BMs ongoing when it is their turn to make a post and provide them with your two examples from the previous week.
The guidelines are the same as in Step 3. The post needs to tick off the 4 boxes in the illustration.Provide the BMs feedback on the quality of their post or at least comment on their post to hype the purpose and person being praised.
Step 6 - Appendix: Example of Torch-bearer posts
Exercise 3: Social Club Attendance
Objectives
The learning objective of this exercise is to teach the RM how they can get a higher Social Club attendance and what positive effects this will have on the performance in the region.
Introduction
The RM will practice the 4 different ways of enforcing Social Clubs in their region.
Step 1 - The Benefits of Social Clubs - 5 minutes
Inform the RM that the attendance of a social activity will bring everyone in the organisation closer to each other across all MoneyBall levels, stores, regions and even markets. When new Juicers meet other people in the organisation, they create a bigger network which will have 3 positive outcomes for you as an RM:
1. Juicers will get bigger inside in the organisation: As they meet other people going through the same as them, they will actively share knowledge and experiences with each other. They will be able to identify themselves with others, learn from their experiences and be motivated to go through the same path and potentially raise in MoneyBall levels.
2. Easier to cover shifts: It will be easier for Juicers to swap shifts and find shift covers as they know other Juicers personally who might be willing to go the extra inch to help them.
3. Increase Pipeline & Retention: Juicers will develop the Joe Culture in their bones, which will make them feel a part of something bigger than their own store. This will ultimately both increase the Pipeline and Retention in the region making your job easier as you have more talents to choose from. More people are willing to work their way up the company because they want the journey and the social belonging to carry on for as long as possible.
Step 2 - Enforce Social Clubs - 10 minutes
Tell the RM that the most common reason why someone doesn’t attend a social club is: fear. Fear of feeling awkward, having no one to talk to or fear of being bad at the activity itself. They might also be afraid of what higher authorities will think of them. Inform the RM that it is crucial to diminish this fear! Usually when the person has been taken by the hand and attended a couple of times, they find out that it wasn’t actually worth being afraid of at all. Teach the RM the four ways of removing this fear and enforce Social Clubs:
1. Gather a Team:
Hype some of the social clubs and gather a team across the region who can meet up and go together. Agree on a time and place to meet, making it convenient for everyone to get there.
2. Be well-informed:
When visiting the stores, ask the team if they have been attending any activities lately and how it was.
- Inform them about upcoming events and activities.
- Inform them about how they can sign up on WP2.
- Casually share stories from previous successful social clubs.
If you don’t know anything about social clubs, never attend yourself, and doesn’t really care about them, it is highly possible that the Juicers will never attend either. They need someone to light the torch for them!
3. Enforce the BM’s:
Inform the BM’s of the importance of the social clubs and stress the importance of removing the fear that new Juicers might have of attending. Make sure the BM’s introduce social clubs to new employee’s and persuade them into bringing new Juicers to their first social club to onboard them into our culture. Praise the BMs who have the highest attendance!
4. Be the Torch-bearer Communicator:
Post a picture on your communication group with good vibes and Juicers from the region participating in the activity.
If you experience a lack of attendance in social clubs, you can ask the Cultural Officer or Head of Culture to do a session with the team, informing them about the technicalities of signing up, what events there are in the pipeline and what social clubs we offer.
Step 3 - Practice Enforcement of Social Clubs - 45 minutes
Inform the RM that they need to attend a social club themselves and practice all 4 ways of enforcing Social Clubs within the following week:
*Once all four ways have been practiced, reflect on how the participation of social clubs affected the social belonging in the store.
Exercise Sum Up
Each of the taught objectives in the 3 x exercises is the foundation of the RM's abilities within the leadership skill Torch-bearer. Therefore, it is important to apply the exercises in the daily work going forward to continuously expand the capabilities within the skill.
Go through the above illustration with RM and agree how the learnings and objectives should be applied in the RM's work going forward. Stress the fact that they need to plan 1x Regional Event minimum every quarter.
Introduction
After the reflective exercises has been completed and the Regional Manager now understands what the skill means.
The RM will now gather and repeat the key findings from theory and exercises.
These findings will be written down and saved for them to present in the final exam in front of Trainer and Market Management by the end of the program.
As a part of the sum up and final exam preparation, the RM will explain the three layers of the circle to the trainer.
0.1: SUMMARY OF EXERCISES:
- The Trainer will repeat the headline of each exercise whereafter the RM will repeat the key findings from each step in the exercises. The RM can use their notes from the worksheets to recap what they’ve been through.
The RM will now explain the why, how and what.
1: THE WHY:
- Explain why Torch-Bearer is an important skill to have when leading and developing people as a Regional Manager in Joe & The Juice. Touch upon the consequences if not leading with Torch-Bearer.
2: THE HOW:
- Explain how to use Torch-Bearer in your region and how to apply this skillset in the daily work.
3: THE WHAT:
- Explain what the skill means with own words and include key learnings from the main and secondary theory incl. illustrations.
Clean Seating and Tables
Clean Trash Bins in Customer Area
Deep Clean Centrifuge
Clean Bar Bins
Clean Bar Lamps + Speakers
Clean Cleaning Tools
Clean Drains
Clean Floor Panels
Clean Ice Machine
Clean Menu
Clean Sandwich Grills
Clean Toilets
Clean Walls and Pictures
Clean Fridges
Deep Clean Stockroom + Fridges
Clean Bar Front
Clean Bar Filters
Clean Fruit Baskets
Clean Dishwasher
Clean Sinks
Clean Centrifuge Cave
Deep Clean Mazzer
Deep Clean Mythos
Deep Clean GB5
Clean Blender
Clean Centrifuge
Clean Seating and Tables
Clean Trash Bins in Customer Area
Deep Clean Centrifuge
Clean Bar Bins
Clean Bar Lamps + Speakers
Clean Cleaning Tools
Clean Drains
Clean Floor Panels
Clean Ice Machine
Clean Menu
Clean Sandwich Grills
Clean Toilets
Clean Walls and Pictures
Clean Fridges
Deep Clean Stockroom + Fridges
Clean Bar Front
Clean Bar Filters
Clean Fruit Baskets
Clean Dishwasher
Clean Sinks
Clean Centrifuge Cave
Deep Clean Mazzer
Deep Clean Mythos
Deep Clean GB5
Clean Blender
Clean Centrifuge
Prev
13/
9
