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0 Mystery shoppers are conducted by a third -party to aid our Bean Teams to continuously elevate our operating performance. See Appendix B for our mystery shopper template. Bean Sprouts also uses Steritech to conduct food and workplace safety audits regularly. Approach to Customer Service Bean Sprouts underscores everything with our HIPP core values (Health, Innovation, Positivity, and Playfulness), including customer service! Our Bean Leaders (managers) go through an intensive three-week training course, which emphasizes customer service by our top trainers. We also request that we go through any guest service training you provide to your management team, so that we can better understand your unique messaging and mission. Your visitors will see Bean Sprouts as part of your staff. We like to be in the know so we can best assist visitors with any questions and needs, not just food service. Most importantly, we request regular communication with your team, to make sure that if there are any bumps in the road, we are able to correct them immediately. And at least once a year, we like to meet with your executive team to talk through what's working well, and what we can improve upon. vii. Site Improvements In addition to the more than $200,000 investment made in 2018, Bean Sprouts will invest up to $50,000 to include: • New windows/screens to be more guest -friendly (current ones are dark and hard to hear through) • Mobile cart to be utilized during high traffic times and special events • All expenses necessary to comply with security and safety measures in SAMC section 41-196(g) such as security cameras, signage, stanchions, etc. viii: Green Practices Bean Sprouts prides ourselves on being "Green Beans" and appreciate our mutual commitment to environmentally responsible and sustainable business practices. Some highlights: Compostable/biodegradable packaging • Compostable/biodegradable utensils Eco-friendly straws 100% recycled plastic water bottles