MISSION Matters January 10, 2019 Our Mission is to SERVE. Our Mission is to SERVE Our People - Our Teammates, Our Customers, Our Community and Our Country. Our humble Servant's Heart does so with P.R.I.D.E. - Passion, Respect, Integrity, Dedication and Excellence. Please print out the MISSION Matters and place in a designated spot for Our Leadership Team to read and initial. Have each Leadership Team member of their respective area of responsibility provide a “Hot Button” review of their area’s MM at your weekly Leadership Directional. As a member of the Leadership Team, print off and highlight the areas you want to discuss at your weekly directional. Our Goal – To Be the Most Beloved Brand in America GM/OP: ___ PM/KM: ___ MGR: ___ MGR: ___ AKM: ___ CA: ___ CM: __ DRL: ___

Here we grow again! Location 77 is opening on January 14 in Kenosha, WI. Congratulations to Steve, Rickie, Justin and the entire team!!

GREAT PEOPLE Our Community

GREAT PEOPLE is Our Community. We all live, have family, make friends, have neighbors, do business, enjoy the fabric of and make long-term loyal relationships in Our Community. We take our responsibility to be actively involved citizens seriously. We Walk the Talk. Holiday Gift Card Contest and National Guard Donation • The $10 gift certificates that will be used for the donation to your local National Guard will be auto-shipped later this month in the amount of your restaurant’s donation. • When the gift certificates arrive, CAs need to schedule a time to deliver the cards to their National Guard contact. • Gift certificates are valued at $10 each and are rung up in Aloha using the gift certificate button. Feeding Homeless Veterans • All locations are feeding a homeless Veterans shelter in January. Research shelters in your area. A good source for this is the VA. If needed, work with another location in your area and make it a Team of Teams event. • Ask shelter what types of small donations are needed and set up collection bin in the BOH for contributions from our teammates. We are NOT collecting donations from our customers. • Post a signup sheet for Teammates to volunteer at the event. This is a day of service for our Teammates to serve our Veterans. Big Game Day Wings • Preorder email will be sent on 1/13 to all VIPs/VVIPs/HTH and Customers that ordered wings last year. • Make sure that we get Our Customers’ email when taking the wing orders. This is so we can enter them in to the online entry forms. • Branding materials go up on 1/20 – door sign, 6-pack sides, Super Bowl hours • Preorder email goes out to the Birthday Brigade on 1/20. Thanks for What You Do • Blue cup flyers have arrived. Work on having teammates sign them and take them on food drops during police month. • Order coloring sheets and at least 500 TFWYD Sandwich Cards from Sir Speedy. Check inventory of HTH cards. • Start scheduling charity representatives to speak to our teammates.

• Below is the link to order your police stickers:

Reminder...the coloring sheets should have tattoos and these stickers during the whole time we are using the first responder coloring sheets. An Extra Mile Wow idea is to have the DRL have a marker on them in the dining room and let the kids write their name on the sticker - just a fun way to add some engagement with the kids. https://www.amazon.com/Fun-Express-Police-Stickers-Supplies/dp/B0178F6FYE/ref=pd_ybh_a_1?_encoding=UTF8&psc=1&refRID=4WPEC6FAGBENCSY0XAM5 Vietnam Veterans Day • All Vietnam Veterans eat FREE on 3/29. • Bring flyers on all food drops. You never know when you will meet a Vietnam Veteran or someone who knows one. • Visit all Veterans groups and retirement homes with flyers. Bring sandwich cards for the “gatekeeper.” • Talk to teammates about the event so that they can tell our Vietnam Veterans when they see them in the restaurant. Thanks for all that you do!! Liz

Make it Matter 2019

Columbia, MD: I just wanted to share a magical mission moment from this week! Kitchen manager Jose V had his baby and actually delivered her at home himself on December 27th! We wanted to not only thank the EMTs who came to his house to help but also congratulated one in particular since it was his first baby he’s helped on the job. So, me and the captain on shift decided to surprise everyone with dinner, a special cake and balloon for FF Fischer!

- Maryrose, CA, Columbia

Tallahasse, FL: Tallahassee store was able to feed Officers in the booking and receiving at the local imprisonment center. #NoOfficerOverlooked

Alexandria, VA: Visiting the Mt. Vernon District Station of Fairfax County Police. These folks were ready for some Mission BBQ!

Newport News, VA: Starting my first drop of the month off with feeding the York-Poquoson Sheriff’s Office! Some had never even eaten our amazing BBQ and other had questions about the anthem they heard about and some were amazed at how much we give back with these food drops. Jennifer was delighted to help me arrange the drop for the staff and I even got to meet the Sheriff in charge, J.D. "Danny" Digg, who has been an officer for 30 years!

Jacksonville, NC: We had the pleasure of meeting and serving our Marines attached to 2nd Tanks Battalion! First time meeting these guys, they are heading to Afghanistan in a few months, I'm glad we made the connections so we can support them abroad.

Cpl Ra helped support us during our Toys For Tots drive! The following week we were able to serve her at the office and meet the rest of the team.

The Commanding General of II Marine Expeditionary Force (3star in the picture) invited us to be a part of celebrating the 243rd Marine Corps Birthday. This was my first time at a Marine Birthday Ball and we had a fantastic time. Mr. Folley is the Command Master Chief of II Marine Expeditionary Force on the right side of the picture. We always run into each other at base events and this time was no different. Great Time. Great Folks. – Michelle, RCA, Jacksonville

Canton, MD: BCFD Engine 46 was shut down for 4 months because of water and mold damage. The crew that I had the joy of feeding today was the crew that did all the repairs to the building. They came in during their free time to get the station back up and running as fast as possible. While I was there BCFD Chief Niles R. Ford stopped by to congratulate the men and women for a job well done.

Dover, DE: Dover Air Force Base had a group of Airmen be deployed to Qatar on Jan 2 at 1 AM. I was Honored to get to say goodbye, thank them for their service and escort them to the state line. Always Honored to show love and support to those deploying and comfort their families as they said their goodbyes.

It’s always devastating when we lose an American Hero but even more so when you know them personally. Mr Will Martin was a guest of Honor in Dover for all of our Veterans events. I was asked to stand in flag line for his funeral service and was beyond Honored to do it. His wife spoke with tears in her eyes and thanked Mission BBQ for all we do for our Veterans and said he was so proud to be a part of our story. He has a picture framed and sitting on his mantle at his home. I am speechless that this photo meant so much to him!! I will miss laughing and chatting with him. A true rockstar!! I invited Will to be honored at Vet Fest and ride in a parade to Honor our Heroes. He cried; it’s all the thanks I will ever need. – Jennifer, CA, Dover

Law Enforcement Appreciation Day Virginia Beach, VA: Team Virginia Beach stopped by the Investigations Unit and brought some delicious BBQ for lunch on Law Enforcement Appreciation Day today. We were able to feed the Detectives and some FBI Agents, and Thank Them For What They Do for Our Community everyday!

USF/Temple Terrace: Today the USF/ Temple Terrace store celebrated National Law Enforcement Appreciation Day by wearing our blue ribbons with our local police officers, while also doing a food drop to the Temple Terrace police department.

Orange Park, FL: Team OP is proud to show their support on National Law Enforcement Appreciation Day by wearing our blue ribbons and displaying a blue light inside the DR and outside at the main entrance.

Hampton, VA: Today was National Law Enforcement Day, and on top of the blueberry cobbler they get when they come in uniform, they also got a nice goodie treat bag from us here in Hampton! I have CPL Colgan Wilson and SGT. Nakia Peak pictures here holding their goodies! It was super fun to make and I was super excited over today!

Bradenton, FL:

Oviedo, FL: Supporting Sanford PD!

GREAT FOOD UPDATES

Health Inspection Perfection Great Job Team Evansville for 0 Critical Violations on their last Health Inspection! They have received a perfect score on their last 3 Health Inspections! Awesome Job! Mac Noodles Be sure to mix the Mac and Cheese when portioning into pans. We don’t want too many noodles in one pan, and not enough in the other. Thanks for stopping by, Duane

GREAT CATERING UPDATES Wedding Expos Who: MISSION BBQ Catering Service Specialist and a team of at least 4 more Teammates. 2 Catering Teammates to work the event with the CSS (Pick your Captains, or CA-someone who carries themselves in a professional manner) and 2 Teammates to execute food samples behind the scenes. What: Execution of a Wedding Expo to expose MISSION BBQ Catering to numerous Brides and their families. When: Varying times during the “pre-wedding” season. Where: The largest most prominent Wedding Expo in your area. Why: To showcase what MISSION BBQ Catering has to offer as a wedding caterer. How: Register for the Wedding Expo that will be the most impactful and get you the most exposure in your area. Sometimes this will require you to join a Wedding Professionals Association in order to participate. These associations can be a beneficiaL tool for networking with other Wedding vendors. Supplies Needed:

• MISSION BBQ banner or backdrop – most expos will hang a small sign with your name on the back of your booth. We want to remove that and use our banner or backdrop.

• Tables (unless provided for you) o Great Practice: Bring your own tables. 4 six foot tables – (1) for head MISSION

BBQ Marketing table, (1) to showcase a casual Wedding Set up, (1) to showcase a dressed up Wedding Set up, and (1) for food prep behind the scenes. Most Expo booth sizes are 10 x 10 and 6 ft tables work best to allow room to move within the booth.

Main/Marketing Table • MISSION BBQ black logo’d linen • Small TV/iPad/Laptop for Slide Show of events/weddings. (you can download pictures

from the Catering Dropbox. https://www.dropbox.com/log?cont=https%3A%2F%2Fwww.dropbox.com%2Fhome%FMISSION%2520BBQ%2520CATERING%2520tEAM%2520Folder )

• Extension Cords • Business Cards (LOTS) • Menus (LOTS) • Bumpers Stickers • Pens • Entry forms to obtain Bride’s info and for raffle give away, if applicable (ordered from

Sir Speedy – MyDocs) • Baskets and/or other décor items to display promotional items in a pleasing manner • Free Sandwich Cards – These are not to be set out for just anyone to pick up. They are to

be given with a “Come have a sandwich on me!”

• Thanks for What You Do Sandwich Cards for the First Responders working the event.

Standard Set Up These are display only. You will not be setting up a working buffet, just giving the brides and idea of how it may look.

• Black Linen • Black Chaffing Sets – no more than 2 • Standard Chalkboards • Burlap • Mason Jars with Flowers • Galvanized Tin Items

Black Tie Set Up These are display only. You will not be setting up a working buffet, just giving the brides an idea of how it may look.

• White or Cream Linen • Silver Chaffing Sets – no more than 2 • Burlap Chalkboards • Nicer/Dressier Burlap Runners • Mason Jars with Flowers • Black Iron Items • Black Tie Menus

Food: Maggie’s Mac-N-Cheese, Coined Sausage (both kinds), Mini Pulled Pork Sliders

• Sauces • Trashcans/Trash Bags • Serving trays for samples (These should be passed because it will get very crowded in the

booth) • Small cups with spoons for Maggie’s Mac-N-Cheese samples (4 oz clear cups) • Decorative Bamboo Skewers for Coined Sausages • Martins Party Rolls-Mini-24 Count package for Mini Pulled Pork Sliders • Napkins • Gloves, scoops, towels, sanitizer • Chaffing Sets, sterno to prep samples from

•

Execution:

• Arrive early, at least 2 hours prior to the start, to set up. Once you have completed your set up, allow a little time to walk around and look at the other booths. You are at the expo to make connections with the Brides, but making connections with the other Wedding Vendors can be very helpful, as well.

• Take pictures of other set-ups that fit with our Country Cool theme • Set up a small mobile kitchen behind the booth, or somewhere out of sight to prep

samples • Invite all participants to try a sample of our food • Congratulate all Brides • Ask “Have you thought about a Country Cool BBQ Wedding?” • Answer all questions with a smile! • The answer to all questions is YES! Ex: Do you have Prime Rib? Yes! We can set up a

carving station. Can you set up a beverage station? Yes! Etc. • Invite them to fill out an entry form - to obtain their information, to call and schedule a

tasting or for a chance to win the basket. • Give them take-away materials - menus, business cards, pens, etc. • Remember, even if the Bride already has a caterer for their Wedding, we are available for

Rehearsal Dinners, Wedding Showers, etc.

Follow up: • Send a handwritten note with a sandwich card to anyone you connected with but did not

set up an appointment with

o Ex: “It was great meeting you at the __________ Wedding Expo on Sunday. Please let me know if we can be of service. Congratulations again!”

Venue Visits & Introductions Who: MISSION BBQ Catering Service Specialist What: Visiting Catering Venues and introducing MISSION BBQ Catering and ourselves to the venue. When: Weekdays between 1 PM and 3 PM Where: Our Community Why: To showcase what MISSION BBQ Catering has to offer to become a preferred Caterer at their Venue How: We want to introduce MISSION BBQ Catering to Catering Venues by setting up a brief meeting and Food Drop so they can have a taste of our food. Leave behind business cards, menus and any other catering marketing materials. The goal is to introduce Our Great Food and catering services to these local venues and become not only one of their preferred caterers, but one they will recommend first. Researching Local Venues: Start by researching and identifying which local venues in our Community we want to target. Typically, there are many traditional venues in most areas but also “think outside of the box” for non-traditional places that may hold events/weddings. The Catering Service Specialist will begin by researching:

• Google o Search: Local Catering Venues, Local Wedding Venues, (Your City) Event

Venues, (Your City) Party Spaces, (Your City) Barn Wedding, etc. Try many different searches because they will produce different results.

• Chamber of Commerce: o They will have a list of Chamber Members – go through this list to find the local

catering venues who do not do their own food • Knot.com:

o Click on Local Vendors and click on Reception Venues – it will populate the venues closest to you based on your location settings

• Local Bride Magazines: o Look in the back of the magazine for the list of venues – find the ones that do not

do their own food. o Go page by page and look for Venue advertisements

• Facebook/Social Media: o Some smaller venues do not have websites or use paid advertising but will post on

Social Media. Use many of the same search criteria listed above

Setting Up a Venue Visit/Food Drop: Once the research has been completed and the CSS has a list of local venues – the CSS will begin to call and set up times for a Brand Presentation and Food Drop

• Call before going to the Venue – Introduce yourself and ask if you stop by for a visit to see what they have to offer and bring lunch.

o Sample Script: “Good Afternoon, my name is Molly and I am with MISSION BBQ Catering. I was hoping to set up a time that I could stop by to see your venue, I have Brides that I am working with that are looking for suggestions of great venues and I would like to familiarize myself with your site and what requirement you have to cater.”

o Ask if you can bring lunch for the staff

Talking Points while at the Venue: • Focus on the venue – ask about them, their history, what they have to offer your

brides/customers • Ask about their requirements for Caterers • Ask about clean up procedures – we want to communicate that we will be great guests in

their “home” in hopes of being invited back

• Obtain information on how we can become a preferred caterer at their venue

• If they ask about MISSION BBQ – share with them Who We Are, What We Do and Why We Do It.

• Leave behind Business Cards, Catering Menus and any other Catering Marketing Material you may have

Follow Up: Follow up is KEY! This will help nurture a long-term loyal relationship with the CS and the Venue

• Send a Hand-Written Note of Thanks which always includes the CSS’s Business Card and Sandwich Cards

o Sample Thank you Note: “Thank you for your time last Monday. I enjoyed meeting you and really appreciated you showing me your venue. Thank you for sharing with me what you have to offer Our Customers. I look forward to working with you in the future.”

Reminders: Please send reports to: rriniker@mission-bbq.com & yvonne.missionbbq@gmail.com Catering Conference Calls - 9 am January 15th January reports are due - 4 pm February 4th, Monday January focus – Wedding venues and expos

GREAT SERVICE Great Service…DRL - You play a very important role at MISSION BBQ. You belong to a Team that makes a positive difference in the lives of Our People. You are the "The Host of the Party" Creating Long Term Loyal Relationships with Our Customers. Your Friendly and outgoing personality, ability to listen well, focus on the Customer and your selfless acts of giving help shape the Customer experience into one of long lasting devotion to Our Brand. Great Service is genuine and from Our Heart. Our honest, heartfelt hospitality is clearly reflected in who we are as we provide Great Service. “Do what you do so well they will want to see it again, and bring their friends.” – Walt Disney January 2019 Great Service Focus – Dining Room Leader Welcome to the New Year! I hope everyone had some amazing stories to share and some family to spend time with, and that Santa was as good to you all as he was to me! Now, that being said, I hope that we can rediscover some Customer magic this year! We are working to continue the very positive trend, and renew your passion for Great Service! The DRL has the opportunity to really learn how we can celebrate people’s success, and support the community struggles. We want to listen, and learn about what’s going on around the community. That’s never going to happen unless we are ready to listen and ask the right questions. Training Camp: Please make sure that you are logged in and updating your teams status with the New Year! It’s a good time to use the slow month to clean out, update, and bring our standards back to center. Josh just sent out the new information with all the login stuff. Take a little ownership and resolution in the training department of your restaurant. “I am starting with the man in the mirror.” – Michael Jackson What and How – DRL How to build the Four Walls…

• Use the new GSR Extra Mile Wow Sheets!! Check stuff off throughout the day as you do it!

• Signature Greet when people walk in the door. Ms. Glenda does a great job with this in Town and Country, FL!

• Offer samples when people are unsure • People like suggestions, always have your favorites ready to talk about • Offer a drink to people picking up their Catering order

DRL Priority Performance Practices: 1. GREETING: Smiling & Friendly with every Customer

a. Welcoming greeting and Introduction at all the tables b. At opening or half time, and as often as possible, greet Our Customers at the door c. Know Our Customers by name

2. ENGAGING: At 100% of the tables a. Anticipatory Service. Fulfill the unexpressed wishes and needs of Our Customers b. Actively listen, ask questions, and support Our People during their visit c. Read Customers body language, and ensure all expressed/unexpressed concerns are heard and resolved.

3. THANK YOU: Sincere & Genuine a. Thanks for Visiting – Use the Customers name b. Say it with a Smile c. Hold the door open for Our Customers

#2 Engaged with Custome at the Table

1. Listen to what Our Customers are saying, it’s important; they’re important a. Listening is a form of generosity, and shows people that you care b. Listening is the FIRST part of communication; you can’t speak unless you know

what you’re talking about 2. Offer Samples

a. Every 30 minutes, or when there’s a line b. Sample the bottled soda, this goes a long way for nostalgia. c. Hey, you might offer something that they fall in love with and they order again

3. Get to know your Customers a. Where you from? b. Where do you work? c. How’d you hear about us? d. How can we help?

A wise man once told me, you will NEVER hit a home run unless you swing the bat. I also know that if you don’t ask A question, you will NEVER get the answer. Don’t be afraid to learn, and ask. It’s what keep us growing. Strength and Honor, Adam

WARNING – DO NOT READ THIS (unless you have some extra time…and the desire to be Excellent) E + R = O

"My professional inspiration has no separation from my personal inspiration: it is people who will stop at nothing to make a positive difference to other people's lives" -Sir Richard Branson Focus3 Focus Today’s behavior skill is: DECISION MAKING The best approach to decision-making I’m aware of is Event + Response = Outcome (E+R=O). By best I mean the most usable, productive, and reliable approach in any situation. Obviously there are specific situations that need more rigorous rules in order to make good decisions. Those are unique environments that require detailed decision-making guidelines to apply in exact situations like buying a car or a house, hiring a new employee, or choosing a software. The simple skill of decision-making is E+R=O: choose the best response you can for the outcome you want given the situation you’re in. I fully acknowledge that, at the moment of this writing, I am incapable of separating decision-making from E+R=O. It is my first lens and my universal filter. It always works, even when I pay no attention to it. And in the most technical arenas with the most precise factors, it is still the foundation of great decision-making. Events happen. I respond with discipline or on default. Outcomes are created as a consequence. Whether I “use” E+R=O has no effect on its existence, function, or impact. Only on my skill and the quality of my impact. I’m always in events (circumstances and realities). I’m always responding (choices and actions). I’m always creating outcomes (results and consequences). E+R=O isn’t something I use. It’s something I live. Self-awareness Every moment is a decision. Your decision. What to do with your mind, your action, your words. What to do with your attention, your time, your energy. It’s easy to fool yourself about how you make decisions. It’s tempting too. How do you avoid fooling yourself? Own every decision by saying it out loud. You can try to say it in your head, but you and I both

know how quickly your mind likes to interrogate itself and how convincing it’s justifications are. Whatever you’re deciding, say it. Say exactly what your decision is. Now you’re on the hook for it. Self-discipline One decision at a time. Make each decision as best you can for the moment you’re in, rather than worry now about future decisions that haven’t arrived yet. Make decisions now that put you in better position for future decisions. Let no day pass where you don’t make conscious and disciplined decisions about how you think, feel, act, adjust, interact, and learn. Stay on-purpose and off-autopilot. Self-confidence Here’s how I believe in myself with decision-making: I’m confident until I’m wrong and then I make adjustments. I have absolutely no chance to make all the right decisions but living in fear of making mistakes only results in more mistakes and bigger fear. I accept the consequences of my decisions. This allows me to avoid defensiveness because I don’t hide from mistakes, seek approval for my choices, or believe all my decisions are good. It’s the only way I can live with myself, improve myself, and avoid rationalizing, which is a fancy way of lying to myself. I hope this is valuable to you too.

Do the work.

-Brian Kight