Mission Statement, core values and standards

When I wrote the original business plan, part of it was to write a mission statement and core values for the business. This then went into the induction manual, along with a list of standards that we all should be working towards and bullet points on how to achieve those standards.

However, these were the only two places that all this information were available.

When I interview new staff, part of the story is that when we opened in August 2009, we wanted to be the best cafe in the immediate area. In November 2010, we were nominated and awarded Best Independent Cafe in Europe at the Allegra Strategy Awards and so really, since then, our goal has been to not just be the best in the area, but to be regarded as one of the best in the U.K.

But still, this information was only available in the interview, and the induction manual.

As a part of a three year review of the business plan I have re-written the mission statement, core values and standards.

It now states the following:

Mission Statement

Kaffeine will always be recognised by the industry, the media and the public as one of the leading cafes in the U.K.

We will provide exceptional espresso products, a freshly made, creative and seasonal menu and efficient, professional, hospitable service.

We will continuously exceed our guests’ expectations in food, coffee and service.

Core Values 

Suppliers and Products

To only ever use reputable, recognised and quality suppliers for our espresso and related products, our seasonal and fresh food options, our machinery and the design of the shop.

Relationships and Service

To be communicative, flexible and approachable at all levels – from guests to team members and suppliers, and to deliver excellent service standards daily to all parties.

Expectations

For all our guests to have their expectations not only met but exceeded, every time they enter and buy a product from the business.

Workplace

To have a safe and secure workplace where the staff are provided with opportunities to learn and develop their skills and knowledge.

Finance

To maintain a commercial and financially viable focus on the business through the use of efficient work practices and procedures.

Standards

· Our guests will see that every area of the store is clean, neat and tidy at all times.

· Our guests will be served quickly, efficiently and professionally

· Our guests will receive the best service in any café in the UK

· Our guests will receive premium food and beverages at a reasonable price point

I then met with every single staff member and asked them what they thought the simple premise of the business was. Why are we here, what are we trying to achieve? The new staff knew the answer, older staff answered with statements that were very, very good but did not quite sum up our single most important goal.

So I explained what my simple, main goal is – the first sentence in the mission statement. I also explained that this is not just my goal, it is there for them too. That to say they work at one of the leading cafes in the U.K. is of benefit to them too. They all, absolutely, agree.

Each staff member has now signed their own form with the mission statement, core values and standards and we have a printed, laminated poster at the entrance to the kitchen for everyone to see.

Now, I’m really, really proud. All of the staff who work here fully agree and understand and are committed to the fact that we ‘will always be regarded as one of the leading cafes in the U.K.’ That every little effort they make, the attention to details, the hospitality, the food, the beverages, the cleanliness, the atmosphere, the teamwork, the passion is all to work towards one common goal. That if we work towards that common goal, then all else will follow.

I also wish for our customers to know this, because if you know that this is the goal we are working towards, then you should know that the experience that you have at Kaffeine will be of the highest standard possible.

This has been a great experience for me. Defining, communicating and committing to the goal. I strongly suggest that you do this if you have a team working for you. That you share your vision, that your team believe, reap the rewards and see the benefits of that vision and that you do everything in your power to achieve that vision. Because then, you will.

Peter Dore-Smith
Director
Kaffeine Ltd
66 Great Titchfield st.
15 Eastcastle st.