This document outlines the 4 stages of the Clover guiding process for restaurant employees: 1) Welcome - Greet customers in a friendly manner and make them feel welcome 2) Determine - Ask customers if they've been to the restaurant before to get to know them 3) Guide - Recommend menu items to customers based on their preferences and help them find something they'll love 4) Engage - Have a conversation with customers, answer questions, offer food samples, and ensure they have a positive experience The goal is to provide excellent customer service and increase the likelihood customers will return.

1. 4 STAGES OF
CLOVER GUIDING

2. What Do Giraffes Eat
👋 🤔 😋 🤙
Welcome to Clover! Determine if new Guide to delicious Engage with story
• Friendly greeting
• Make eye contact
• Smile
• Help people know
that they belong
• “Have you eaten
with us before?”
• If you know their
name, use it!
• Listen
• Help answer
questions
• Actively make
suggestions
• Share a taste
(sample)
• Tell a story
• Ask for feedback

3. 1.Let customers know we’re psyched
they stopped in!
2.Acknowledge folks immediately, even
if you’re in the middle of something.
3.Beckon folks forward to initiate
interaction: “Hi! I can help you out
down here!”
4.You are now their Clover Guide!
#1: WELCOME
“Welcome to
Clover!”
👋

4. 1.Ask right away, immediately after the
greeting. It’s the most effective
icebreaker, and tells us what to say
next.
2.Even if someone says they’re “just
looking,” ask. We can still tell them
about our food for future reference!
#2: DETERMINE
“Have you been
to Clover?”
🤔

5. 1.Introduce yourself as their guide to the
menu
2.“Welcome! I’m here to describe the
food, help you find something you’re
going to love”
3.Listen to what they want and provide
recommendations something popular
for their first time.
4.Use Clovervision active screens
#3: GUIDE
“I think you’ll
love this…”
😋
FIRST TIMERS

6. 1.Encourage them to try new things
2.TRY THIS: “Hey, welcome back!
Have you tried the Japanese Sweet
Potato yet?”
3.NEVER THIS: “What can I get for
you?” (that’s something an order-
taker says, not a Clover Guide)
4.If you recognize them use their
name!
#3: GUIDE
“Have you tried
the…”
😋
REGULARS

7. 1.For first timers explain what we do as
a company and where to pick up food
2.For return customers form a
connection! E.g.,
1.“Where are you coming from
today?”
2.“Would you like to try our
blueberry lemonade?”
3.“Have you heard about our…”
#4: ENGAGE
“Would you like
a taste of…”
🤙

8. What about when
it’s BUSY???

9. 82%
higher chance to repeat purchase if a customer
has a great Clover Guide experience
1.3 minutes
average/customer if you’re Clover Guiding
(sometimes higher, sometimes lower)
$3,200
annual spend at Clover for our best, most
frequent customers
When it’s
busy…
• Clover Guide the same way you
would if it was slow
• The solution to a line is always more
Clover Guides, never faster Clover
guiding.
• Any Clover Guide can ask for a “CG
assist” at any time, and someone will
come from Expedite or from the
kitchen to help you help guests.
CONFIDENTIAL
2x
# of times customers named their kid after a
Clover Guide

10. Dos
Don’ts
• If someone comes in, asks if we have meat,
finds out we don’t, and goes to leave, you
have the authority to buy them a chickpea
and fries today!
• Taste everything!
• Be honest!
• Take care of people. You’re a Clover Guide.
• Don’t assume. Ask and listen
• Don’t guess. If you don’t know, admit it and
tell them you’ll find out
• Don’t be silent if something is off! Your voice
is super important. Let us know if you taste
or notice something that could be better

11. Only General Managers, Assistant
Managers, and those with Allergen
Training may take allergy orders
If you suspect a customer has an
allergy, ask.
If a customer has an allergy, STOP
taking their order, find a GM, AM, or
Allergen Trained staff and connect
them with the customer.
Allergies?

12. We can remove components from a
menu item (CHK no carrot), but
should not add new ones on (CHK
plus tempeh).
Our recipes are composed to balance
flavors, textures, and temperatures,
and we want to make sure our guests
have a consistently great taste
experience across all restaurants.
Do your best to explain this to the
customer and make other
recommendations as needed based
on their preferences.
Substitutions?

13. What Do Giraffes Eat
👋 🤔 😋 🤙
Welcome to Clover! Determine if new Guide to delicious Engage with story
• Friendly greeting
• Make eye contact
• Smile
• Help people know
that they belong
• “Have you eaten
with us before?”
• If you know their
name, use it!
• Listen
• Help answer
questions
• Actively make
suggestions
• Share a taste
(sample)
• Tell a story
• Ask for feedback
REVIEW

14. Let’s
Clover
Guide!