Commonwealth Cookies
Pins & Training
Below are the current minimum requirements for Commonwealth
Cookies crew members to earn each Crumbl pin. The bar to
receive each pin must be kept high - only crew members who
have been fully trained and consistently demonstrate
excellence in each area should be given a pin. Only a
supervisor can certify that a crew member has earned a pin.
eg owners certify store managers and assistant store
managers; managers certify shift leads and crew.
Store managers keep records on the employee spreadsheet of
each crew member's pin status.
Customer Experience
-
Has watched all Masterclasses and completed the Food
Handler's Permit / CFSM
-
Has been trained on POS by owner, manager, or shift lead
who is already certified
-
Has worked POS for a minimum of 10 hours over at least 5
shifts
-
Demonstrates proficiency in:
-
Warm welcome under varying conditions (no one in store
when customer enters, actively helping someone at POS
when customer enters)
- Explaining Crumbl's rotating menu
-
Order taking steps, particularly flipping the iPad for
customer from the “add a note” step
- Upselling
- Never saying “is that all?”
- Cash tips
- Gift card sales
-
Post sale instruction as needed (“Thanks! Please step
over to the pick up counter and your cookies will be
ready in just a couple minutes.”)
- Refunds
- Directing customers to POS instead of kiosks
- Consistent upbeat, helpful attitude
-
Understands, can explain, and follows:
- The three Cs
- Clean as you go
- Uniform policy
-
Is passed off as certified by an owner, manager, or
assistant manager who has already earned certification
Certified Cookie Specialist
-
Has watched all Masterclasses and completed the Food
Handler's Permit / CFSM
-
Demonstrates proficiency to an owner, manager, or
assistant manager in:
-
All balling types to achieve the correct shape, size,
and look as described on cookie flashcards
- Panning dough for both condensing and baking
- Wrapping and labeling trays for condensing
- Calling out and correcting quality issues
- Performs the above for four weeks
-
Understands, can explain, and follows:
-
Why dough must be balled within a certain time after
mixing
-
How long condensed dough can remain in refrigerator
- How to rotate condensed trays in refrigerator
- Cookie sizing and how to verify
- The three Cs
- Clean as you go
- Uniform policy
-
Is passed off as certified by an owner, manager, or
assistant manager who has already earned certification
Cleaning Captain
-
Has watched all Masterclasses and completed the Food
Handler's Permit / CFSM
-
Acts as cleaning captain on their shift a minimum of four
times in a month
-
Demonstrates proficiency in:
-
Keeping the store clean and looking for areas to clean
and improve beyond just the weekly cleaning focus
-
Completing the manager's daily cleaning task list
-
Using the proper chemicals for different cleaning
tasks
-
Understands, can explain, and follows:
- The role of store cleanliness in food safety
- How to report an issue
- The three Cs
- Clean as you go
- Uniform policy
-
Is passed off as certified by an owner, manager, or
assistant manager who has already earned certification
Dressing Expert
-
Has watched all Masterclasses and completed the Food
Handler's Permit / CFSM
-
Demonstrates proficiency in:
- All types of cookie dressing
-
Cookie presentation, including consistent use of “How
do these look?” and “See you next week!” with customer
eye contact
-
Handling pickup counter, curbside, and delivery orders
- Sealing curbside and delivery boxes
-
Providing instructions to delivery drivers “Please
keep the box flat and make sure it doesn't slide
around in your vehicle”
-
Monitoring and correcting cookie quality (size and
shape)
-
Keeping dressing and pickup station clean at all times
-
Communicating with the crew member on ovens and at POS
- Consistent upbeat, helpful attitude
-
Performs the above during their shifts for four weeks
-
Understands, can explain, and follows:
- The role of store cleanliness in food safety
- How to report an issue
- The three Cs
- Clean as you go
- Uniform policy
-
Is passed off as certified by an owner, manager, or
assistant manager who has already earned certification
Oven Expert
-
Has watched all Masterclasses and completed the Food
Handler's Permit / CFSM
-
Has been trained on ovens by owner, manager, or shift lead
who is already certified
-
Demonstrates proficiency in:
- Keeping warmers at correct levels
-
Keeping waste to a minimum without running out of
cookies
-
Performing final quality checks of dough, including
placement, before baking
-
Managing pan rack utilization, including when sugar
cookies are being baked
-
Performing appropriate non-oven tasks when not
actively working on ovens
-
Communicating with crew at dressing stations and the
manager in charge to determine when to mix more
chocolate chip or make other adjustments
-
Performs the above during their shifts for four weeks
-
Understands, can explain, and follows:
- The three Cs
- Uniform policy
-
Is passed off as certified by an owner, manager, or
assistant manager who has already earned certification
Master Mixer
-
Has watched all Masterclasses and completed the Food
Handler's Permit / CFSM
-
Has been trained to mix by owner, manager, or shift lead
who is already certified
-
Demonstrates proficiency in:
-
Mixing doughs that are the correct consistency and
that turn out the accurate cookie according to Crumbl
specifications
-
Performing tasks the Crumbl Way, regardless of
previous experience or perceived personal knowledge
-
Handling quality issues that arise during mixing
-
Keeping the mixing station appropriately clean while
working
-
Performs the above during their shifts for four weeks
-
Understands, can explain, and follows:
- The three Cs
- Clean as you go
- Uniform policy
-
Is passed off as certified by an owner, manager, or
assistant manager who has already earned certification
Employee of the Month
-
Has watched all Masterclasses and completed the Food
Handler's Permit / CFSM
-
Consistently shows up for assigned shifts on time, in
appropriate uniform, ready to work
-
Does not need to be redirected but stays actively engaged
while working with a positive attitude
-
Proactively takes on appropriate tasks during downtime
-
Helps other crew members, acting as an example or mentor
as appropriate
-
Is identified by managers as a crew member who goes above
and beyond to help customers, to help other crew, and to
help the store function at the highest level