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A Franchise Innovation Group Case Study

Cups Espresso Cafe

Jul 30, 2018

Franchise Updating: Cups an Espresso Cafe

Cups engaged our franchise consulting services for an FDD update.  After some digging into the FDD we identified operational gaps and outdated training programs that lead to inconsistencies from store to store.  Along with the management team at Cups, we set out to execute a franchise update. 

Here is a little background on Cups.  Cups an Espresso Cafe founded in Jackson, MS is a unique coffee house experience where coffee lovers enjoy freshly roasted, specialty curated cups of coffee in an artist-inspired, relaxed environment where everyone is welcome.  The fresher cup of coffee is key to the Cups Café experience.  Globally sourced beans that are Mississippi roasted provides coffee lovers an experience unlike traditional coffee houses. 

Cups has been in the coffee business for twenty plus years.  Since franchising in 1997, franchise operations and training programs have not been updated.  As with many franchises companies, if processes and practices are not written down, then store owners develop their own way of doing things.  This is what happened with Cups but we were able to get them back on track and here’s how.

Our FIG experts followed the Cups team for two days logging all the processes for customer service, store opening and closings, barista practices, management, employee training — you name it we logged.  After months, FIG delivered a brand new Operations Manual, Policies and Procedures, and a QuickStart program for new franchisees. 

The result is a more consistent product across the franchise system and a more cohesive group of franchisees.   

And, if you haven’t visited Cups then I recommend that you do.  Their Nitro Coffee is the Bomb!

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