Why do we need Leadership presence on shift?

A good shift consists of: high product quality, clean store, tidy guest areas and good guest experiences. This requires a leader to keep the overview of all these areas to keep them in balance and direct the team accordingly when they’re not. But does that mean the Manager has to make all products, carry out cleaning tasks and engage with all guests? As a Manager, are you simply ‘managing the store’ yourself with all of the daily & weekly tasks or are you leading the team to collectively perform a great shift together…?

The difference between managing and leading can be categorised into 4 main actions you can use everyday as a guide in how to lead a successful shift;

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1) Earn your respect

Giving respect

To earn respect among your employees, you have to give respect. This can be done through leading by example and being a part of the team.

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Lead by example

Never ask anyone to do something you would not do. When a Manager steps forward first to show the Juicers he/she is willing to work hard and stay positive, they will follow his/her lead! Remember don’t expect anything from Juicers unless you expect the same from yourself.

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Be a part of the team

Especially when the store is busy, focus on working hard and being part of the team. When the store is less busy also give time to be form social ties with the Juicers to get to know them personally. Overall, aim to make a connection with everyone on shift so they get a good impression of working with you..

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2) Follow up and act ongoing

Everything the Manager expects or instructs will never matter if they are not followed up on afterwards. When people know they are being checked up with tasks they perform, they are more likely to do it well. If they are not checked then they are likely to not do it well or even at all. It all comes down to consequences, if there are no consequences for not following guidelines set by the Manager they will continue with their mistakes.

• Every shift, check that the store structures are being maintained by the team.
• Use following up as a tool to keep everyone including yourself sharp in all areas of the store, cleaning, training, product quality, etc. and be prepared to remind them.
• Assess each Juicer’s level on the station they are assigned and their ability to perform their role goals. You can use this assessment to plan further training while on shift.

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Lacking to follow up on Juicer’s work will result in a Juicer that never knows when they're doing a good or a bad job. Over time the Juicer will most likely decline in their quality of work due to lack of follow ups.

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3) Training every day

Have a ‘Training every day’ mindset

Does not mean training a full module, but more about fine-tuning, making small corrections, giving feedback and showing acknowledgement for good work. If you can improve a Juicer’s ability on a station during a shift, they will respect you as a leader.

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Guiding the team using Management on-the-go (Activating-on-the-Go)

Guide the team with consistent feedback with the aim to make the team perform just as good without manager presence.

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Management-on-the-go (Activating-on-the-Go)

This is about ensuring all relevant parameters in the bar are at equal levels at all times by making small adjustments. The same way should a Manager, in the bar, direct the Juicers with small adjustments necessary to ensure a smooth running bar, with fast made products, giving out full orders, to the right customers, who sit at a clean and organized Customer Area, with trash bins that are able to be used when they leave.

The Manager should know when it is time to tell Juicers to stop making Juice and clean the Customer Area instead while the sandwich Juicer catches up on the list. No rush is the same so it is about adjusting to the different situations by managing on-the-go to ensure the same smooth experience for customers every time they step into the store

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Acknowledgment

Good training often requires being strict and pushing hard to demand 100% but when a Juicer finally achieves the goal, the Manager must acknowledge it for them. This sparks their motivation level because most likely this is their 1st job or the first time they have received the acknowledgment.

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4) Team position

Ensure all Juicers are assigned to roles for the shift with role goals. Give in-store feedback during the shift to motivate them. Spread out skilled Juicers to cover key stations and periods. Visualise the daily Team Positioning using the whiteboard or similar tools.

After proper training & qualification has been carried out across the team, the Manager will have an idea of each Juicers strongest position. The most skilled, reliable & responsible Juicers can also be trained or assigned to become Station Captains. Captains will assure the station runs smoothly with high product quality. They will also help with training less experienced Juicers and make sure all cleaning and daily structures are carried out correctly.

With a well trained team and clear idea of strongest positions for each Juicer,  it is important the Manager ensures the correct team positioning across each day throughout the week. When planning the Team Positioning for more than a day, Managers should be positioned to either open or close every day, meaning to spread out skilled Juicers/SMs to cover responsibility across the entire day all week. The Manager can then delegate & follow up on who is responsible for the quality of each shift but also ensure when New Juicer Prospects are working there is always someone to support, train and certify the shift runs smoothly.

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How do we lead throughout a shift?

When you are the Manager on shift, you should always consider what are you actually doing from when you enter to when you leave the store as this represents the standards for the rest of the team.

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MAINTAINING STORE STRUCTURES (DAILY CONCEPT WORKFLOW)

through ensuring the entire team knows when and how to carry out daily tasks. It is the responsibility of the Manager on shift that ALL Juicers working are trained and follow these structures.

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MANAGER PRESENCE BEHIND THE BAR (BTC).

A manager takes control of the bar by delegating tasks and instructing the team. You can always hear the Manager because they are constantly communicating with the team, whether it is: Activating 2onTill, instructing a Juicer to tidy the guest area, sharing feedback/acknowledgment on product quality with the work-station, asking Juicers to deliver orders to tables. It is the Manager who takes charge of any situation. When the Manager takes control, the Juicers can do what they do best, have fun while making products for the guests because the Manager allows them to only worry about their responsibility and nothing else.

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KEEPS THE OVERVIEW OF THE ENTIRE STORE

To run a successful shift, a Manager will constantly aim to maintain a balance between Speed, Quality, Guest Experience & Cleaning. So there is not only focus on speed during a rush which affects the product quality. A strong leader also remembers to step out of the bar frequently so there is not only focus BTC, but to gain the full overview of all guests areas

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BE VOCAL THE ENTIRE SHIFT

Being vocal the entire shift serves two purposes. First, it will let the team gain the respect for the Manager as they aren’t in doubt about what the manager is doing while at work. Secondly, it helps the team perform and focus on what is necessary:

“The clock is now 11.30. The rush will begin within the next 10 minutes, so make sure to have your work-stations ready”

You can’t expect the Juicers come to work and give their 110% every day if you don’t do the same on the Manager Shift.

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COMMUNICATION

from the Manager should always be with a calm tone, with the purpose of having a constructive dialogue. The style in which a leader both talks and interacts with Juicers has a significant impact on how they will be perceived. A leader who shows respect and cares for their team will often be more respected by the team and as a result, find it easier to get them to perform at work.

Practice learnings objectives: On-shift

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Learning objectives in practice:

Earn Your Respect → Greet every teammate with energy and respect. Lead by example—clean, prep, and help without being asked. Respect is earned through action!
Follow Up and Act Ongoing → After assigning a task, check in! Did they restock? Is the station clean? Keep the energy high and hold each other accountable!
Team Positioning → Always be aware of who’s where! Adjust positions to keep the workflow smooth—no bottlenecks, no downtime!
Leadership Presence on Shift → Stay visible, stay active! Set the tone with energy, direction, and problem-solving in real-time.
Leading Throughout a Shift → Keep the team moving! Communicate, encourage, and make sure everyone knows their role at every moment.
Training Every Day → Every shift is a chance to improve! Teach, learn, and sharpen your team's skills—whether it’s speed, product quality, or brand behaviour.

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Following exercises must be carried out as part of the training:

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