Training Your Frontline Staff on Friendlier

Your staff are critical resources to help drive the change management needed to optimize the success of the Friendlier program. From explaining the process at checkout and answering customer questions to guiding returns and handling containers correctly, their involvement is key in creating a smooth and efficient experience for your consumers.

In fast-paced food service environments, staff are the bridge between the program and your end users. That’s why it’s crucial that all team members - new and returning - receive updated training at the start of the fall term. Your staff should understand how the system works, how to encourage participation at the point of sale, and how to confidently answer student questions. When staff are enthusiastic, educated, and actively talking about the program, return rates go up.

Training Session Resources

You can integrate these resources into your staff meetings, orientation sessions, or back-to-school refreshers.

Resources:

• Slides to Train Your Staff

• 5-Minute Video Training for your Staff

• 1-Pager for Staff to Keep on Hand

Staff Roles & Readiness

Every staff group plays a role in making reuse work, and each should understand what’s expected of them:

• Cashiers: Apply the container deposit at checkout, explain the return/refund process, and encourage students to return containers in the Friendlier bins.

• Food Prep Staff: Know which meals go into which containers, and how to pack, seal, and stack them correctly.

• Supervisors: Oversee program readiness, support across all roles, and address operational or customer concerns.

• Custodial Staff: Know what to do if they find containers left out, how to replace full bins, manage the master bin, and who to contact for pickups.