Page 32 - New Employee Onboarding

Member Maniac Calls

Before Your Phone Call:
• Review the Member Snapshot for MMW history. (HAVI Analytics > MRM Workbook > Member Snapshot > Select Brand >
Select Operator > Review MMW Survey section).
https://myanalytics.havigs.com
• Review the Operator Record for contact information. Use the main contact under the "Brand" section, unless noted in MRM
or Contacts that another contact is specified for MMW. (HAVI Sourcing/Buyer> Locations > Operators > Search for Operator >
Click pencil to open). Make sure to scroll down through the record for any notes in Contacts.
https://cscs-sourcing.havigs.com

Websites
Familiarize yourself with the CSCS Member websites before you start your calls.

Calling Times
Be aware of the time differences and meal times (particularly for Pancake Members) when you call. Avoid calling from 7 am
to 9 am, 11 am to 1 pm, and 5 pm to 7 pm (in the Members' time zones).

Unavailable Members
If you don’t reach a Member after calling three times (on separate days), you may use the email template provided later in
the week. Note each attempt to reach the Member in a new MMW survey. (Three attempts = three surveys)

Difficult Conversations
In the rare occurrence that a Member is upset, when ending the conversation say, "I'm sorry that ________________. I will
have someone from our Senior Management team contact you." Then follow up with Dustin.

For Any Follow Up After Call:
• Create a new task under the Operator Record in HAVI Sourcing, and assign it to the appropriate associate. See "MRM Job
Aid" for new task instructions. You must click "Save and Notify" for a notification to be sent to the associate. For any tasks
assigned to you, open the task per the "MRM Job Aid," add any comments, mark as closed and save when complete.
Food Procurement
General Appetizers Jared Wilson 913-890-0542
Board Elections Dustin Pittman 913-890-0810 Bakery/Tortillas Alison Jump 913-890-0126
Distribution Karen Hummer 913-890-0110 Beef Shannon Collins 913-890-0622
Inventory - Applebee's Chris McNutt 913-890-0739 Beverages Daniela Nath 913-890-0376
Inventory - IHOP Don Ikemoto 818-637-3174 Dairy Durell Armstrong 913-890-0205
Member info updates Lauren Ramer 913-890-0167 Desserts Carol Barnett 913-890-0665
Newsletters Lauren Ramer 913-890-0167 Dressings, Oils, & Sauces Nicole Workman 913-890-0104
Patronage Cindy Wilson 913-890-0509 Dry Grocery Carol Barnett 913-890-0665
PVA Dan Bergen 913-890-0653 Eggs/Egg Substitutes Candice Waers 913-890-0301
Rebates Cindy Wilson 913-890-0509 French Fries/Hashbrowns Jared Wilson 913-890-0542
Website access Lauren Ramer 913-890-0167 Produce - Fresh Blythe Broderick 913-890-0219
Fruits - Frozen Carol Barnett 913-890-0665
Non-Food Procurement Pasta Alison Jump 913-890-0126
Chemicals Stephanie Perrini 913-890-0176 Pork - Processed Shannon Collins 913-890-0622
Disposables Stephanie Perrini 913-890-0176 Pork - Ribs/Riblets Candice Waers 913-890-0301
Equipment Dave Shandy 913-890-0346 Poultry Jeremy Rollins 913-890-0321
Fixtures Debbie Hudson 913-890-0201 Seafood Candice Waers 913-890-0301
Furniture Debbie Hudson 913-890-0201 Sliced Meats Candice Waers 913-890-0301
Services Jennifer Schmidt 913-890-0315 Soups Daniela Nath 913-890-0376
Smallwares Alan Santa 913-890-0683 Syrups/Toppings Carol Barnett 913-890-0665
Uniforms Jennifer Schmidt 913-890-0315 Vegetables - Frozen Jared Wilson 913-890-0542