SNO BIZ
OPERATIONS MANUAL
V2016
No part of this manual may be reproduced without the express permission of Crystal Fresh, Inc.
Confidentiality Statement
The information contained in this manual is proprietary and should not be distributed to anyone
but authorized Sno Biz regional distributors and dealers. Your cooperation in protecting the
integrity of the sno Biz system is appreciated.
1
Table of Contents
This Operations Manual is separated into two sections. The first section is targeted for
Dealers/Operators only and the material is to help organize and start your Sno Biz Business.
The Second Section is for both Dealers and Employees to review. This section is to learn about
product preparation, flavors, marketing and promotion to help your Sno Biz Business succeed.
DEALER SECTION …………………………………………………………………… 4-34
History of the Sno Biz System
Financial Management
6
7-8
Getting Through Red Tape
State and Local Requirements (US Based Companies)
Health code Requirements
State and Local Agencies
Local Jurisdiction
Building Inspectors
IRS
State Government
Steps to Starting a Sno Biz Business
9
Template for Business Plan
Get Business Assistance and Training
Choose a Business Location
Finance your Business
Determine the legal Structure of your business
Get a Tax ID number
Obtaining Business Licenses and Permits
Understand Employer Responsibilities
Insurance
13
Key indicators for Better Fiscal Management
13-16
COGS
Profit Breakdown
Yields
Labor Percentage
Sales per Employee
Customer Check Average
Record Keeping and Reports
17-20
Daily Cash
Sales and Cash Report
Monthly P&L
Waste Control
2
Steps for Hiring Employees
21-24
Obtain FED ID Number
Set up Records for Withholding Taxes
Employee Eligibility Verification
Register with Your State’s New Hire Program
Obtain Worker’s Compensation Insurance
Unemployment Insurance Tax Registration
Obtain Disability Insurance (If Required)
Post Required Notices
File your Taxes
Get Organized and Keep Yourself Informed
Understand Employee Benefit Plans
Learn Management Best Practices
Apply Standards that Protect Employee Rights
Employee Management
25
Uniform Policy
Hiring Employees
EMPLOYEE APPLICATION
Recruiting
26
Interviewing
27-30
Citizenship
Legal Guidelines
Training
31-33
Suggested Training Schedule
Keeping Good Employees
33-34
DEALER AND EMPLOYEE SECTION…………………………………………..35-72
History of the Sno Biz System
36
The Sno Biz Product
Protecting the Sno Biz Trademarks
37-38
Facility Maintenance
Parking Lot
Building Exterior
Front Counter
Equipment
Interior
Carts
Sanitation
39-40
41
3
Personal Hygiene
41-42
Proper Product Preparation
Sanitizing Bottles
Making your Own Ice Blocks
Other Food-Handling Guidelines
42-44
Making a Sno Biz Shave Ice
Shaving the Ice
Properly Pouring the Flavor
46
Marketing
Sno Biz Logo Materials
50 Marketing Ideas for Retailers
Grand Openings and Re-Openings
Using Point of Sale Materials
Promotion Ideas
Kid Marketing
Selling Sno Biz Treats at Special Events
Pricing
46-55
Customer Service
Counter Etiquette
56-57
Suggestive Selling
58
Handling Customer Complaints
59
Handling Cash
Fast Change Artists
59-60
Safety
61
Hours of Operation
Opening and Closing Procedures
62-63
Sno Biz Flavors, Special Recipes and Toppings
Sno Biz Flavor List
Special Recipes
Sugar Free Options
64-77
Ice Shaver Maintenance and Trouble Shooting
78-84
In Closing
86
4
Dealer
Owner Section
5
History of the Sno Biz System
Sno Biz is the trademark for the exclusive line of shave ice flavorings manufactured by Crystal
Fresh, Inc. The flavorings are poured over fine, flaky shave ice to create a refreshing treat that is
eaten with a spoon.
Shave ice, a popular trend in the continental United States and other parts of the world, is a treat
that has been enjoyed by the people of Hawaii for many generations. Islanders would shave a
block of ice by hand to create a cold, flaky snow. Then they’d top it with fruit juice to create a
refreshing tropical treat.
Shave ice outlets have dotted the Hawaiian Islands and Asia for years. Increasing numbers of
shave ice companies have opened in the continental United States. With the popularity of the
product growing, some of these companies have grown into national distributor systems. These
companies range from online businesses to full-service distribution systems that provide turn-key
business opportunities with operations, training and marketing support.
Crystal Fresh, Inc. was established in 1989 to build the premier shave ice distribution (NonFranchise) system in the world…..the Sno Biz system. This is what makes Sno Biz the best:





Vibrant, true-to-life flavors
Turn-key business opportunities
Marketing and advertising support
Network of committed, regional distributors
Keep all of your Profits
Currently, there are Sno Biz systems throughout the United States, Canada and Mexico, Central
and South America, Asia, Australia and the Middle East.
The Sno Biz system will continue to grow, adding products and services to support its
dealers…keeping it the best in the world.
6
Financial Management
In the Sno Biz business, as in any other small business, maintaining good records helps you know
at all times how your business is doing. That way, you can make minor adjustments where
needed before it adds up to a problem that’s difficult to fix.
This section is designed to provide general information regarding the financial management of a
Sno Biz dealership. It’s with understanding that Crystal Fresh Inc, is not engaged in rendering legal
or accounting services. Always refer to other expert assistance if further information is needed.
Getting through Red Tape
Starting a new business means permits, licenses, taxes and more. The “paper chase” will be
different for every Sno Biz dealer because of local differences.
Be sure to check with your state office of small business assistance, your county offices and city
hall for help in determining what permits, licenses, taxes and local ordinances you will need to
know about.
State and Local Requirements (US Based companies)
Health Code Requirements
As with any food establishment, the handling and storage of food requires the utmost care. This
not only will help meet your local health requirements, but also will help in developing a fine
reputation with your customers.
Every state has different requirements for shaved ice businesses. Some states do not inspect or
regulate shaved ice businesses at all. Other states require quarterly or monthly inspections. In
some states, you must have running hot water and a sewage drain. Other states have no
requirement for running water at all.
It is extremely important to meet with your local or state health department or officials prior to
spending a great deal of money on your business. This may be an inspector at your county office.
If you are unsure of whom to contact, try looking in your local phone book under Department of
Health. You may try visiting a local restaurant and ask the manager what government agency or
department or official regulates and inspects their establishment. If you are in a larger city, you
may need to comply with the city health department as well.
State and Local Agencies
7
Before you spend one dollar on your new business, it will be important for you to check with your
state and local regulatory agencies to determine what requirements your business must meet.
Each area of the country is different so the more research you do the better off you will be. You
might need to purchase and apply for business or tax permits.
Local Jurisdiction
If you wish to establish your business in your local city or town, you will most likely need to have
approval from your town board or zoning administrator. Each city’s requirements are different.
There may be local business licenses or zoning requirements that you may have to consider
before opening your business. If you locate your business outside of local jurisdiction, there may
be requirements of your county that you may need to know.
Building Inspectors
If you plan to have electricity or water at your location, you will most likely have to meet with
your local building inspectors to determine what permits are required. If you are constructing a
permanent or portable stand you may have to get certain building permits and inspections.
Internal Revenue Service and State Tax Department
As the saying goes, there are two things in life that are inevitable…death and taxes. In addition to
filing your tax return yearly, you will need to obtain an employer identification number if you plan
to hire employees. This number will be used in reporting withholding taxes. Check with your local
accountant or tax preparer for the IRS requirements.
State Government
Almost every state requires that sales tax be collected for each sale of an item. Depending on your
state and local government, these taxes may range from 2 to 9 % of the sale. Call your state’s
Department of Revenue for requirements that are specific for your state or local area. There may
be a local state tax office in your area.
In addition, ask your state’s Department of Revenue how to qualify for tax exempt purchases on
items that you plan on reselling (sugar, cups, ice, flavor etc.). Most likely you will be assigned a
tax-exempt number that you can use to purchase all of your COGS items tax free.
8
Follow these Steps to Starting a Business
Starting a business involves planning, making key financial decisions and completing a series of
legal activities. These 9 easy steps can help you plan, prepare and manage your business.
Step 1: Templates for Writing a Business Plan
1. Cover sheet
2. Executive summary (statement of the business purpose)
3. Table of contents
4. Body of the document
A. Business
1. Description of business
2. Marketing
3. Competition
4. Operating procedures
5. Personnel
6. Business insurance
B. Financial data
1. Loan applications
2. Capital equipment and supply list
3. Balance sheet
4. Breakeven analysis
5. Profit and loss statements
6. Three-year summary
7. Detail by month, first year
8. Detail by quarters, second and third year
9. Assumptions upon which projections were based
10. Pro-forma cash flow
C. Supporting documents
9
1. Tax returns of principals (partners in the business) for last three years,
personal financial statements (all banks have these forms)
2. Copy of franchise contract and all supporting documents provided by the
franchisor (for franchise businesses)
3. Copy of proposed lease or purchase agreement for building space
4. Copy of licenses and other legal documents
5. Copy of resumes of all principals
6. Copies of letters of intent from suppliers, etc.
Step 2: Get Business Assistance and Training
Take advantage of free training and counseling services, from preparing a business plan and
securing financing, to expanding or relocating a business.
Step 3: Choose a Business Location
The ideal location for your business depends on a number of factors. The most important
consideration is the kind of business you're running. Before you begin scouting a location,
consider a few of the factors that can help you select the right location for your business.
Determine your Business Activity
Your business activity is an important determining factor of where your business should be
located. Answering the following questions can quickly narrow your location choices.

Do your customers come to you?

Do you have to go to your customers?

Do you have employees?
Your type of business depends heavily on pedestrian or drive-by traffic so, you'll want to seek
popular retail locations, such as a downtown area or a mall, where there are few restrictions
on signs that can help attract passing customers.
Ease of Access
Your business will be a customer destination, so consider how people get around in the area
where your business will be located.

If you are scouting a location in a suburban area, most people may get around by car.
You'll need to make sure you are close to major streets, and have plenty of parking.
10

If you are scouting a location in an urban area, consider areas around public
transportation hubs or areas of the city where there is a lot of foot traffic.
Proximity to your competitors
While it may seem counter-intuitive, operating a business close to your competitors is
often very beneficial. This is especially true if you have a retail business that relies heavily
on foot traffic. Shopping malls are a good example of why proximity to your competitors
is an important factor. Most major pedestrian malls are full of clothing shops, and cost of
retail space is often very high. The reason for this is that the number of potential
customers increases exponentially on a per-store basis around a concentration of similar
businesses. For example, while one store might attract 50 customers, two stories might
attract 200 customers, and three stories might attract 1,000 customers.
Zoning and Signs
Before setting up shop, check with you local zoning authority to make sure you will not
break any city ordinance or zoning policies in your preferred location. Also consider your
sign requirements and compare them to sign regulations set by your local government.
Many communities set restrictions on the size and appearance of signs.
You can find out how property is zoned by contacting your local planning agency.
Step 4: Finance your Business
Find government backed loans, venture capital and research grants to help you get started or
check with your local bank for business loans.
Step 5: Determine the legal structure of your business
Decide which form of ownership is best for you: sole proprietorship, partnership, Limited Liability
Company (LLC), corporation, S corporation, nonprofit or cooperative.
Step 6: Register a Business Name (“Doing business as”)
Register your business name with your state government.
11
Step 7: Get a Tax ID Number
You're familiar with paying personal taxes. As a small business owner, you'll need to pay business
taxes as well. All businesses are required to pay federal, state, and in some cases, local taxes.
Most businesses will need to register with the U.S. Internal Revenue Service (IRS) and state and
local revenue agencies in order to receive a tax ID number or permit.
Register with your state to obtain a tax identification number, workers' compensation,
unemployment and disability insurance.
Step 8: Obtaining Business Licenses and Permits
Every business needs to be licensed to legally operate. Depending on your business, you may need
to be licensed at the federal, state and/or local level. Beyond a basic operating license, you may
need specific permits, such as an environmental permit.
Regulations vary by industry, state and locality, so it's very important to understand the licensing
rules where your business is located. Not complying with regulations for licensing and permitting
can lead to expensive fines and put your business at serious risk.
Step 9: Understand Employer Responsibilities
The good news is that business is booming. The bad news is there's only one of you. Perhaps it's
time to take the plunge and hire some help.
There are many good sources of information about finding the right people, writing job
descriptions, interviewing candidates and managing people once they are on board. In addition,
you'll need to understand your regulatory requirements as an employer because it is crucial to the
success of your business.
12
Insurance
Protect your investment by properly insuring your Sno Biz business. Some cities and landlords
require certain amounts of coverage, so before you take out policies, check with them first. The
types of insurance that are recommended for a Sno Biz business are:

General liability, employee property

Product liability

Worker’s compensation
The amount of coverage needed will vary according to your location and situation. Seek the
advice of your insurance agent to determine the best coverage for your situation.
Key Indicators on Fiscal Management
How well are you doing? Do you need to take any action that would help you become more
profitable and run your business “smarter”? Are your products priced correctly? Are you offering
flavors that are popular or just taking up valuable space on your menu board? Is your labor cost in
line?
All these questions should be investigated on a regular basis to keep your operation running
efficiently and profitably. The way you find answers to these questions is by keeping tabs on your
key indicators: Cost of Goods Sold, Labor Percentage, Yields and others.
This section outlines calculations of various key indicators. You may not need to use each one on
a regular basis to run a financially healthy business. However, if you suspect there is a problem in
one or more areas of your business, you may want to use these calculations to help solve these
problems.
Cost of Goods Sold
13
Cost of Goods Sold (COGS) is defined as the amount you pay for the containers, ingredients and
accessories that you sell to your customers. An easy way to remember if something is included in
COGS is to ask, “Is the item sold or given to the customer as part of his/her order”?
The influence of COGS is significant to your profitability. It’s important to know the COGS of a
single item for proper pricing and portion control. In addition, calculating a monthly COGS
formula is an important financial management tool and is needed to calculate your profit and loss
statement.
How to Calculate your Monthly COGS
1. Start with the dollar value of your beginning inventory of COGS items. This figure is
the same as your ending inventory of the previous month.
2. Add to this figure, the dollar amount of COGS purchases for the month to determine
the amount of inventory you have on-hand.
3. Subtract from the on-hand amount any purchases for the last month that were paid
for this month. Also subtract your ending dollar value of inventory for the month.
The difference is your COGS for the month.
Calculate your monthly COGS percentage by dividing your dollar COGS by your monthly sales.
Yields
Knowing your yield per gallon of syrup is also an important financial management tool. Sales per
gallon is the number of dollars taken in for each gallon of flavor syrup used. With large
discrepancies from one-time period to another, look to these several areas:

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

Menu pricing
Portion control
Suggestive selling
Waste
Theft
Spoilage
How to Calculate Yield
Determine how many gallons of flavor you’ve used. Sales divided by gallons used equals
yield. For example, there are 42.67 three ounce servings from each gallon. If you sell
each serving for $1.00, your optimum yield is $42.67 per gallon. If your yield is
significantly off from this number, look to the areas above to get your yields back on track.
Labor Percentage
14
Labor percentages will vary, depending on your level of participation in the daily operation of your
locations. Nevertheless, your labor percentage should not exceed 20 to 22 percent of sales. Keep
in mind that your labor percentage will be lower the higher your sales are, because the higher the
sales, the more productive your employees are.
How to Calculate Labor Percentage
For example, one day you pay two employees at $7.25 an hour for 10 hours and have
sales of $1000. Labor cost of $145 divided by sales of $1000 equals a 14.5 percent labor
percentage.
Sales per Employee Hour
Are your labor costs too high and there’s not enough profit left for you? Are they too low and
customers aren’t getting the service they expect? Compute your sales per employee hour (SPEH):
The number of dollars in sales taken in for each hour of labor used. This is a direct reflection of
the productivity of each employee. Compute your SPEH figures regularly and compare them to
see how you are doing.
How to Compute your Sales per Employee Hour
Net sales divided by employee hours used equals sales per employee hour.
If your sales per employee hour are out of line, look at:



Scheduling
Suggestive selling
Speed of Service
Customer Check Average
Another indicator of employee efficiency, suggestive selling ability and marketing efforts is your
customer check average; the average dollar amount taken in for each transaction. You may want
to track this key indicator to compare month to month how efficiently you are running your
operation or if a suggestive selling effort or marketing campaign is paying off.
How to Compute Customer Check Average
15
Sales divided by number of transactions = customer check average. For example, daily
sales of $550 divided by 370 transactions = $1.49 customer check average. The next day,
you begin a suggestive selling campaign to encourage sales of crème topping. Daily sales
increase to 585%, divided by 370 transactions = $1.58 customer check average. Your
suggestive selling campaign is working!
Record Keeping and Reports
It’s important to set up a system that works for you and provides information for management
decisions, taxes, payroll and more. This section contains helpful ideas for helping you get your
record-keeping system started. As you gain more experience, you may want to modify your
system as you business grows.
Daily Cash
When selecting a cash register, choose one that will help you with your record keeping as much as
possible. Some cash registers can track sales by the hour, track sales by employee, break down
sales by flavors and sizes. If you let your cash register do the work, it saves time for you to
perform other management functions. The relatively small added expense will pay back quickly
by saving you time.
Break down your daily cash receipts into as much detail as you need. By breaking down sales by
flavor, you can delete slow-moving flavors or see instantly if your flavor of the week promotion is
working or if suggestive selling techniques are effective. On your daily cash receipts summary, you
should note the weather, and any labor expense of a daily sales form and end-of-day cash tally
form.
16
Sales and Cash Report
Location________________
DAY
WEATHER
CUSTOMERS
TEMPURATURE
#16 OZ
#12 OZ
#8 OZ
#CRÈME
#OTHER
Sunday
Monday
Week Ending_______________
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
TAX
TOTALS
GROSS
REGISTER
SALES
PAID OUTS
ACTUAL CASH
DEPOSITED
OVER/UNDER
WEEKLY PAYROLL SUMMARY (INCLUDE MANAGER’S HOURS AND WAGES)
EMPLOYEE
RATE
S
M
T
W
T
F
S
TOTAL
HOURS
17
TOTAL
Monthly P&L
The monthly and yearly summaries of income and expenses are important and necessary to the
profitable management of your Sno Biz business. How much profit did it generate? What were
the expenses? What were the percentages of COGS, labor, utilities, etc., to total sales? By
determining these facts, you can set up effective business controls. The profit and loss statement
provides this information.
The following example shows some of the common elements of the Income Statement (also
known as a Profit and Loss Statement).
Sample Sno Biz Company
Income Statement
January 1, xxxx to December 31, xxxx
Income
Gross Sales
Less returns and allowances
Net Sales
Cost of Goods
Merchandise Inventory, January 1
Purchases
Freight Charges
Total Merchandise Handled
Less Inventory, December 31
Cost of Goods Sold
Gross Profit
Interest Income
Total Income
Expenses
Salaries
Utilities
Rent
Office Supplies
Insurance
Advertising
Telephone
Travel and Entertainment
Dues & Subscriptions
Interest Paid
Repairs & Maintenance
Taxes & Licenses
Total Expenses
346,400
1,000
345,400
160,000
90,000
2,000
252,000
100,000
152,000
193,400
500
193,900
68,250
5,800
23,000
2,250
3,900
8,650
2,700
2,550
1,100
2,140
1,250
11,700
133,290
18
Net Income
$60,110
Waste Control Records
If you suspect waste may be draining profits from your operation, post a waste form in your
service area. Be certain that everyone in your operation uses it so you can track waste on a daily
basis.
How to complete waste control records:
1. Whenever an item (either a finished product or container) is wasted, it is marked on the
waste sheet.
2. Determine the unit cost for each item wasted. (this is not the price you sell the item for,
but your cost.
3. Multiply the number of each item wasted by the unit cost to get the total dollar cost.
Acceptable waste equals one percent or less of sales.
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Sample Waste Form
Date________________________
Qty
Item Wasted
x
Unit Cost
=
Dollar Amount
____
8 oz cup
________
_____________
____
12 oz cup
________
_____________
____
16 oz cup
________
_____________
____
Spoon
________
_____________
____
Flavor
________
_____________
____
________
_____________
____
________
_____________
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Steps for Hiring Employees
1. Obtain an Employer Identification Number (EIN)
Before hiring employees, you need to get an employment identification number (EIN) from the
U.S. Internal Revenue Service. The EIN is often referred to as an Employer Tax ID or as Form SS-4.
The EIN is necessary for reporting taxes and other documents to the IRS. In addition, the EIN is
necessary when reporting information about your employees to state agencies. To obtain an EIN,
you can contact the IRS directly or apply online.
U.S. Internal Revenue Service
Phone: 1-800-829-4933
2. Set up Records for Withholding Taxes
The IRS states that you must keep records of employment taxes for at least four years. Also, keep
good records for your business to help you monitor the progress of your business, prepare your
financial statements, identify source of receipts, keep track of deductible expenses, prepare your
tax returns, and support items reported on tax returns.
The following describes the three types of withholding taxes:
Federal Income Tax Withholding (Form W-4)
Every employee must provide an employer with a signed withholding exemption
certificate (Form W-4) on or before the date of employment. The employer must then
submit Form W-4 to the IRS.
Federal Wage and Tax Statement (Form W-2)
On an annual basis, employers must report to the federal government wages paid and
taxes withheld for each employee. This report is filed using Form W-2 Wage and Tax
Statement. Employers must complete a W-2 Form for each employee to whom they pay a
salary, wage or other compensation.
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Employers must send Copy A of Form W-2 to the Social Security Administration (SSA) by
the last day of February (or last day of March if you file electronically) to report the wages
and taxes of your employees for the previous calendar year. In addition, employers should
send copies of Form W-2 to their employees by Jan. 31 of the year following the reporting
period.
State Taxes
Depending on the state where your employees are located, you may be required to
withhold state income taxes.
3. Employee Eligibility Verification (Form I-9)
Federal law requires employers to verify an employee's eligibility to work in the United States.
Within three days of hire, employers must complete an Employment Eligibility Verification Form,
commonly referred to as an I-9 form. This requires you to examine acceptable forms of
documentation supplied by the employee to confirm the employee's citizenship or eligibility to
work in the U.S. Employers can only request documentation specified on the I-9 form. Employers
who ask for other types of documentation not listed on the I-9 form may be subject to
discrimination lawsuits.
Employers do not file the I-9 with the federal government. Rather, an employer is required to
keep an I-9 form on file for three years after the date of hire or one year after the date of the
employee's employment termination, whichever is later. The U.S. Immigration and Customs
Enforcement (ICE) agency conducts routine workplace audits to ensure that employers are
properly completing and retaining I-9 forms, and that employee information on I-9 forms matches
government records.
Employers can use information taken from the Form I-9 to verify electronically the employment
eligibility of newly hired employees through IRS.gov.
4. Register with Your State's New Hire Reporting Program
The Personal Responsibility and Work Opportunity Reconciliation Act of 1996 requires all
employers to report newly hired and re-hired employees to a state directory within 20 days of
their hire or rehire date.
5. Obtain Workers' Compensation Insurance
Businesses with employees are required to carry Workers' Compensation Insurance coverage
through a commercial carrier, on a self-insured basis or through the state Workers' Compensation
Insurance program.
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6. Unemployment Insurance Tax Registration
Businesses with employees are required to pay unemployment insurance taxes under certain
conditions. If your business is required to pay these taxes, you must register your business with
your state's workforce agency. The state taxes page includes links to your state's agency.
7. Obtain Disability Insurance (If Required)
Some states require employers to provide partial wage replacement insurance coverage to their
eligible employees for non-work related sickness or injury. Currently, if your employees are
located in any of the following states, you are required to purchase disability insurance:

California - Employment Development Department

Hawaii - Unemployment Insurance Division

New Jersey - Dept. of Labor and Workforce Development

New York - New York State Workers' Compensation Board

Puerto Rico - Departamento del Trabajo y Recursos Humanos/Department of Labor and
Human Resources

Rhode Island - Rhode Island Dept. of Labor and Training
8. Post Required Notices
Employers are required by state and federal laws to prominently display certain posters in the
workplace that inform employees of their rights and employer responsibilities under labor laws.
These posters are available for free from federal and state labor agencies.
9. File Your Taxes
If you are new employer, there are new federal and state tax filing requirements that apply to
you.

Generally, each quarter, employers who pay wages subject to income tax withholding,
Social Security and Medicare taxes must file IRS Form 941, Employer's Quarterly Federal
Tax Return. Small businesses with an annual income tax liability of $1,000 or less may file
IRS Form 944, Employer's Annual Federal Tax Return instead of Form 941.

You must also file IRS Form 940, Employer's Annual Federal Unemployment (FUTA) Tax
Return, if you paid wages of $1,500 or more in any calendar quarter, or you had one or
more employees work for you in any 20 or more different weeks of the year.
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10. Get Organized and Keep Yourself Informed
Being a good employer doesn't stop with fulfilling your various tax and reporting obligations.
Maintaining a healthy and fair workplace, providing benefits and keeping employees informed
about your company's policies are key to your business' success. Here are some additional steps
you should take after you've hired your employees:

Set up Recordkeeping
In addition to requirements for keeping payroll records of your employees for tax
purposes, certain federal employment laws also require you to keep records about your
employees. You may be subject to state recordkeeping requirements as well. Therefore,
it's good practice to set up a sound, organized system for maintaining all personnel
records. The following sites provide more information about federal reporting
requirements:

Understand Employee Benefit Plans
If you will be providing benefits to your employees, you should become familiar with the
uniform minimum standards required by federal law to ensure that employee benefit
plans are established and maintained in a fair and financially sound manner.

Learn Management Best Practices
While you aren't legally required to be a good manager, it sure helps when trying to
recruit and retain good employees.

Apply Standards that Protect Employee Rights
Complying with standards for employee rights in regards to equal opportunity and fair
labor standards is a requirement. Following statutes and regulations for minimum wage,
overtime, and child labor will help you avoid error and a lawsuit.
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Employee Management
Employee management is one of the most important jobs of a business owner. And because
most Sno Biz operations are seasonal, there are special challenges with recruiting employees.
Most successful Sno Biz Dealers are present during operating hours as much as possible. As
the owner, your presence gives your business “personality”, you can get the know your
customer and set the tone of your business.
But no dealer can be there all the time. And when it gets busy, you can’t service all those
customers alone. That’s when you need to hire trustworthy, hard-working employees. And
because many Sno Biz dealers have no previous experience with that, here are a few practical
guidelines for hiring, training and keeping Sno Biz employees.
Uniform Policy
It is recommended that all employees wear Sno Biz logo sportswear as a work uniform. This
includes a hat or visor as a hair restraint, T-shirt or golf shirt and an apron is optional.
A Sno Biz uniform projects a professional image; reinforces brand recognition; and drives
home the logo in customer’s minds. It’s also easy for you to enforce a uniform policy when
there are so many variations in the employee’s minds as to what is “professional attire”
Sno Biz Logo Sportswear is high quality clothing and is available from your regional distributor.
Hiring Employees
Before hiring employees, be sure you are familiar with your state’s child labor laws, minimum
wage laws and the Fair Labor Standards Act, which governs areas such as overtime pay.
Reference: www.dol.gov for updated information.
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Recruiting
The best way to guarantee that each customer’s experience will be a special one is to start with
great employees. But how do you find them?
Word of Mouth
Operate top-notch business and you automatically attract top-notch employees. Not only are you
competing for customers, but, ironically, you compete with other businesses for the best
employees. Good employees hold out for the best jobs. Operate your business in a way that
attracts bright, motivated people. If you place a help-wanted sign at your Sno Biz location, you are
reaching people who already love the product and know about your business. It helps to have a
professionally made sign that’s worded in a way to let people know you want only the best and
brightest to apply.
Examples:
“Taking applications for friendly employees.”
“Wanted: Employees who love customers!”
The Ad: If you place a help-wanted ad in the paper or online, use the same strategy. Let readers
know what type of person you’re looking for and let them know what type of work they’ll be
doing and when they’ll be doing it. Use the Sno Biz logo, too, to help the ad stand out on the
page.
Example:
“Wanted: Friendly, energetic person to work in busy and growing shave ice retail store. Prepare
products to strict specifications and provide excellent customer service. 3pm to 9pm Thursday
through Sunday $7.35 per hour. Call 555-555-1212.
Other Recruiting Advice:
If you are looking for summer or after-school help, visit your local high school guidance counselor.
They can let you know the best way to publicize the job opening at the school—and even
26
recommend some job candidates. Before hiring minors, check your local labor laws concerning
the types of work allowed and hours they are allowed to work.
Ironically, foodservice businesses have found that high school students who are involved in
extracurricular activities are actually better candidates than students who are not. You just have
to be able to be flexible in scheduling. Students who are “cool” automatically help attract other
high-caliber students to work at your business.
Another strategy for finding a new employee is to have your current employees recommend
someone. If that person ends up working for you for a specific time period, give the employee
who recommended the new worker a bonus.
Interviewing
Once you’ve had several potential employees fill out applications, narrow them down to a handful
and begin the interview process. Use the interview to help prospective employees learn about
your expectations as well as learn about the person.
In the interview, you want to accomplish three main things:
Get Information
o
Find out about previous work experiences
o
Ask open-ended questions
o
Observe the applicant’s body language, personality, and reactions to what you
say.
Give Information
o
Talk about wages, schedules
o
Describe your management policies
o
Give a job description
o
Talk about the history of Sno Biz and your dealership
o
Show the applicant your operation
During the interview, you want to find out if the applicant has the personality, desire, stamina
and character for the job!
You also find out if your Sno Biz business is the job the applicant really wants and will enjoy and
would benefit from working with your staff.
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During the interview, ask open–ended questions that encourage people to think and reply to
questions with more than a yes/no answer. You learn much more about a person that way. After
the answer, don’t jump in right away with another question. Pause a bit, and the applicant may
volunteer even more information.
Afterward, rate the employee on a numbered scale in areas such as friendliness, dependability,
work ethic, and ability to adhere to your schedule. Check references.
Legal Guidelines
Inquiries in the following categories cannot be asked on the application and must not be asked
during the interview.
It is discriminatory to ask:

Birthplace of applicant

Birthplace of applicant’s parents

Baptismal records

Applicant’s religious affiliation

Applicant’s church or parish or religious holidays s/he observes

Applicant’s race

Applicant’s lineage, ancestry, national origin, descent, parentage or nationality.

Nationality of parents or spouse
Age
You may ask applicant’s date of birth or age when such information is needed to satisfy the
provision of either state or federal minimum age laws or satisfy insurance requirements.
Americans with Disabilities Act
On July 6th, 1992, the Americans with Disabilities Act became law. The ADA is a sweeping federal
mandate that authorizes penalties for discriminating against people with disabilities with respect
to job application procedures, hiring, advancement, discharge, compensation, job training and
other terms, conditions and privileges of employment. Following are some general guidelines to
help you though the interview process:
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What you can’t ask:
Asking an applicant the following kinds of questions would be a violation of the ADA:
Have you ever been treated for the following listed conditions or diseases?
List any conditions or diseases for which you have been treated for in the past three years or
ever?
Has anyone in your family ever had the following listed illnesses?
Have you ever been hospitalized? For what?
Have you ever been treated for a mental disorder?
Have you ever been to a psychiatrist or psychologist? If so, for what?
Have you ever been treated for drug addiction or alcoholism?
Have you ever filed for worker’s compensation benefits?
How many times were you absent from your job because of illness?
Are you taking any medications?
Have you had any major illnesses in the last five years?
Do you have any physical defects that preclude your performing certain tasks?
Do you have any disabilities that would affect your performance in the position for which you are
applying?
Is there any health-related reason that would prevent you from doing the general type of work for
which you are applying?
How did your disability come about? What is the prognosis for recovery?
What you CAN ask:
In general, you can ask questions related to essential job functions. If an applicant asks about an
accommodation, you can ask what he or she will need to perform the job. You can also ask about
the applicant’s prior job responsibilities. Following are examples of specific questions you are
permitted to ask an applicant:
Can you lift a 50-pound box?
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Can you stand for an extended period of time?
Can you be at work by 9am every day?
Can you work five days a week?
Can you reach the top of a 6-foot shelf?
Do you have a driver’s license?
Can you perform the job for which you are applying, either with or without accommodation?
What were your duties on your previous job and what accommodations were made to facilitate
your work?
Show me how you would perform a particular task (this question must be asked of everyone
unless an applicant has a known disability that would seem to interfere with an essential job task.)
If an applicant inquires about an accommodation, you can ask, what do you need to perform the
job.
Citizenship – APPLIES FOR U.S. BASED BUSINESSES
You should ask every applicant:
1. Are you a US citizen? If not, are you an alien lawfully authorized to work in the United
States?
If answers to citizenship questions are no, then ask the applicant the following question:
“Have you applied for permanent legal status or a temporary employment authorization
from the Immigration and Naturalization Service?”
If the answer is yes, you may hire him/her with a receipt showing proof of the application. It is
also your responsibility to re-verify employment eligibility of aliens when employment
authorization documents expire.
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Training
Having well-trained employees ensures your customers will receive good service and quality
products. Well-trained employees you trust free you to do management-oriented tasks when you
need to. Employees who are trained and know what is expected of them are happier, and tend to
stay with you longer. Nothing drains a business of money and vitality more than high employee
turnover.
Putting some thought into an organized training program helps you schedule your time and
ensures you haven’t forgotten any important points. Before you hire an employee, take the time
to map out your training program. The sections that follow will help you devise an organized
training program.
Helpful Training Tips

Prepare the worker and put him/her at east. Make sure the employee is ready to
learn and you’ve captured his/her interest. Make your new employee feel
welcome and let them know that their proper training is important to you.

Perform all training yourself. This is not a task to delegate to others. Doing it
yourself ensures the employee learns it the way you want it done. It also lets let
employee know the importance of the training process. Only if you perform the
training will you be able to give proper feedback to the employee on an ongoing
basis.

Before offering instruction on a topic, find out what the employee already knows
about it. This will save time, and establish a comfortable starting point for each of
you.

Explain not only the job, but also how it relates to your business as a whole. For
example when covering sanitation, emphasize that their sanitation practices
affect your business’s reputation, the health of your customers and the shelf-life
of your flavors.

Use the training process as a way to sell the Sno Biz philosophy to the new
employee and instill pride in everything the employee does.
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
Tell and show on important step at a time. Give the employee time to absorb one
idea before going on to the next one. Watch the employee’s reaction.

Tell as you show; explain what you show; and demonstrate what you tell.

Show the correct way only. Showing the incorrect way may confuse the new
employee.

Let the employee participate and try; be patient and encouraging, to help build
self-confidence. Emphasize correct performance. Stop the employee at the point
of incorrect practice right away without calling attention to the wrong way. Too
much attention to the wrong way may cause it to be remembered and repeated.

Repetition is key. Continue until you know they know.

Express your confidence in the employee. Taper off close supervision as
employees become more proficient.

If there is a weakness in any one area, it should be corrected through re-training.
Approach the problem from a customer’s viewpoint and with a positive attitude.
Suggested Training Schedule
It helps to have a written training schedule so you can plan your time and the new employee
knows what to expect. A written schedule also shows the employee that s/he is important to you.
Keeping this schedule on file makes it easier to provide consistent training from employee to
employee. Make notes and changes to this schedule as you learn what works well and what
doesn’t.
Because new employees may be slower serving customers than usual, it helps to have a “trainee”
badge so customers will understand if service is slower than expected.
DAY ONE
The Purpose of the first day’s training is to show the new employee the general workings
of your operation, stressing teamwork and “the customer comes first” attitude. Introduce
the new employee to people s/he will be working with. If you have printed management
policies, this would be a good time to cover them, explaining why the policies exist. This
would also be a good time to review job responsibilities, and the importance of personal
hygiene, sanitation and safety.
Have the employee watch as you shave ice and serve customers and assign the employee
easy task work to help him/her feel needed. At the end of the day, review the main
points and provide feedback on the employee’s attitude and performance.
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DAY TWO
Answer questions from the previous day. Cover cash management policies and show the
employee how to operate the cash register and make change. Teach employee how to
mix flavors and shave ice during a time when there are no customers. Have the employee
practice shaving and pouring throughout the shift. When you are satisfied with the
quality of his/her product preparation, allow these products to be served to customers.
At the end of the shift, provide a brief review and give feedback on the employee’s
performance.
DAY THREE
Answer questions from the previous day. Teach your expectations of counter etiquette,
including proper greeting, and making the customer’s experience fun, memorable and
personal. Continue to work on shaving and pouring techniques, offering feedback and
assistance when needed. Cover opening and closing procedures. At the end of the shift,
review important points and provide feedback on the employee’s performance.
DAY FOUR
Discuss ice shaver maintenance. Cover up-selling techniques and discuss why it is
important to the success of your operation and customer service. Continue to refine
shaving and pouring techniques. Begin to emphasize speed of service.
Keeping Good Employees
You know what you want from your employees: Productivity, good attitudes, good shaving skills,
etc. Employees want many things from you too:

Appreciation for the work being done

A feeling of ‘belonging’

Job security

Good wages

Loyalty from you

Tactful disciplining

Good work conditions

Job satisfaction
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As the owner of your business, you set the tone for your employees’ experience. It all begins with
proper interviewing, hiring, training, and supervision. But sometimes ‘the little extras’ you do
help make your Sno Biz operation an enjoyable and rewarding place to work.
Ideas for employee motivation

Set daily (or weekly) goals for up-selling. If the goals are met, offer a small bonus, such as
movie tickets or cash.

Hold regular meeting to keep employees informed – and use this time to give recognition
for individuals’ hard work.

Plan a group outing or activities outside of work that will help socialize your staff.

Send notes on a frequent basis, giving employees positive feedback.

Institute a service reward program.

Start an Employee of the Month (or week) program.

Feature employees in advertising.

If you hire high school employees, offer small scholarships, based on length of service.

Give employees special projects, such as making fun promotional posters, start a social
media site such as Twitter or Facebook.

Give a bonus at the end of a season for a tenured employee

Hold a contest for new recipes and name the winning recipe after the employee.
To view more ideas that are continuously updating visit the dealer log in page at
www.snobiz.com. If you do not have a log-in contact Corporate Headquarters at 800-742-8342.
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Dealers
AND
Employees
Section
35
History of the Sno Biz System
Sno biz is the trademark for the exclusive line of shave ice flavorings manufactured by crystal
Fresh, Inc. The flavorings are poured over fine, flaky shave ice to create a refreshing treat that is
eaten with a spoon.
Shave ice, now a trend in the continental United States and other parts of the world, is a treat that
has been enjoyed by the people of Hawaii for many generations. Islanders would shave a block of
ice by hand to create a cold, flaky snow. Then they’d top it with fruit juice to create a refreshing
tropical treat.
Shave ice outlets have dotted the Hawaiian Islands and Asia for years. Increasing numbers of
shave ice companies have opened in the continental United States. With the popularity of the
product growing, some of these companies have grown into national distributor systems. These
companies range from online businesses to full-service distribution systems that provide turn-key
business opportunities with operations, training and marketing support.
Crystal Fresh, Inc. was established in 1989 to build the premier shave ice distribution system in
the world…..the Sno Biz system. This is what makes Sno Biz the best:




Vibrant, true-to-life flavors
Turn-key business opportunities
Marketing and advertising support
Network of committed, regional distributors
Currently, there are Sno Biz systems throughout the United States, Canada and Mexico, Central
and South America, Asia, Australia and the Middle East.
The Sno Biz system will continue to grow, adding products and services to support its
dealers…keeping it the best in the world.
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The Sno Biz Product
There are currently more than 40 Sno Biz flavorings and toppings available. New flavors are
regularly being researched and existing flavors are monitored consistently so that they meet strict
Sno Biz quality standards.
The growth of the shave ice industry is fueled by consumer demand for “lite” products. Shave ice
treats don’t fill you up. They contain no fat or cholesterol. They are very low in calories. An eight
ounce serving of shave ice contains only 150 calories.
What Sno Biz shave ice IS: An authentic Sno Biz shave ice treat is created with two things in mind:
vibrant, true-to-life flavors and the finest, flakiest snow to hold that flavor in. Sno Biz shave ice
treats are so light and flaky; they are eaten with a spoon.
What Sno Biz shave ice is NOT: Sno Biz treats are not snow cones. Snow cones are made with
crushed ice, not shaved ice. When liquid flavorings are poured over a snow cone, the flavorings
sink to the bottom of the cup, creating melting ice at the top and a slushy mess at the bottom. In
addition, the flavorings traditionally used with snow cones are not of the high caliber the Sno Biz
system has developed.
Maintaining the integrity of the Sno Biz product is the responsibility of every member of the
system.
Protecting the Sno Biz Trademarks
The Sno Biz system currently has several registered trademarks in use to promote our products
and set us apart from competitors. The two primary trademarks are the Sno Biz name and logo,
and Bizzy the Penguin. It is the responsibility of every member of the system to protect these
trademarks. If not, these valuable assets could be lost.
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Some common product names were originally trademarks, but were lost because the owners did
not take steps to protect them. Generic product terms such as aspirin and linoleum used to be
trademarks, but because the proper steps were not taken to protect them, they became public
doma
Due to the current market leadership of the Sno Biz system in the shave ice industry, it is vital that
we do not use the Sno Biz trademarks as generic terms.
In written communication and advertising, take two important steps and you can be assured you
are properly using our trademarks.
Step 1. Set it apart from other words or objects.
® or ™

Use the



Use capital letters. (Get a SNO BIZ treat)
Use quotation marks. (Get a “Sno Biz” treat)
Use italics. (Get a Sno Biz treat)
Step 2. Use the trademark as an adjective; not as a noun.


Correct: What’s your favorite Sno Biz flavor?
Incorrect: What’s your favorite Sno Biz?
Guidelines for proper use of the Bizzy trademark:
™ is near the picture of the penguin.

Always make sure the

Never have a drawing made of a “similar” penguin. Bizzy, the Sno Biz Penguin, must
appear exactly as shown on the previous page (either version). You can obtain
electronic files of the logos from your regional distributor
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Facility Maintenance
Your building or cart and the surrounding area must be sparking clean at all times to meet your
customer’s number-one reason for returning.
Regular sanitation and maintenance programs will also help ensure quality products; allow
equipment to last longer and do a better job; and create a better working environment for
everyone.
Parking Lot and Surrounding Areas
First impressions count. Part of what attracts customers to your business (and makes them feel
good about coming back) is a clean parking area. Hose down your parking area as needed, and
pick up litter several times a day. Make sure the lines for parking look freshly painted. Fix any
cracks on a routine basis. Extra touches such as blooming flowers in flower pots near the ordering
point lets customers know you care about the appearance of your business.
Place garbage cans strategically, so customers can easily discard their trash. If recycling is an
issue, mark your trash receptacles with professionally made signs. Carefully monitor your trash
receptacles and empty them as needed. Nothing turns off customers more than overflowing
garbage near places where they are enjoying their treats.
Building exterior
Lots of customers judge a book by its cover. Therefore, the exterior of your building should be
well maintained, be clean and have a fresh coat of paint. Windows should be sparkling clean at all
times.
Front Counter (serving area)
This is perhaps the most important area to keep clean. Keep a rag and appropriate cleaning
solutions handy to wipe drops and spills and fingerprints as they happen. Dispense napkins in a
sanitary fashion. Keep windows sparkling clean, free from fingerprints. In general, keep the front
counter area as uncluttered as possible to make it easy to wipe clean and give the appearance of
cleanliness. “If you have time to lean, you have time to clean!”
Equipment
39
Follow the manufacturer’s instructions for keeping your shaver and other equipment clean. This
will keep your food products sanitary, and help your equipment stay in working order longer.
Keep a rag handy to wipe drips and spills as they happen. Because the “magic” of shaving ice is so
important in the merchandising of Sno Biz products, it is important that this area appear clean to
customers.
Interior
Clean floors daily. Keep mops and brooms off the floor when not in use. Wash walls as needed.
IN the storage area, keep all items off the floor. Don’t expose cups and spoons unnecessarily.
Open only one package of napkins, spoons and cups at a time.
Carts
For Stainless Steel Carts:
The Sno Biz Cart Manufacturer recommends using a commercially available Stainless Steel cleaner
to thoroughly clean the cart as needed (about once a week for carts with average sales.) Use a
glass cleaner on the glass and flavor rail and use a product such as 409 or glass cleaner on the shirt
and canopy as needed
For Plastic Carts:
The Sno Biz Cart Manufacturer recommends for the Cambro Cart Series to use soapy water and a
mild cleaner.
Keep a clean, soft, wet cloth on hand during operation hours to wipe spills, drips and fingerprints.
It is important to sanitize the waste water tank (if present). Add ¼ cup of liquid chlorine bleach to
one gallon of water and pour it down the drain of the waste water tank. Then drain the tank. Do
this every two weeks. If you serve Sno Biz treats with Crème Topping, you will need to sanitize
the waste water every week.
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Sanitation
To a large degree, sanitation determines the profitability for foodservice business. Once a person
has decided to visit your business and purchase a Sno Biz treat, the “environment” of your
building or cart becomes the primary mental image of his/her experience. This “image” as much
as anything else –the taste of the product or friendliness of the server—creates a desire to either
return and buy more or never come back again. What’s more important—people share their
opinions (positive or negative) with others, and the effect of one person’s “image” of your
business grows as customers share their opinions with others.
Sanitation is the obligation of any successful foodservice business. With a comprehensive
sanitation program, you will realize the following benefits:
-
Reduction of spoilage
-
Increased repeat business
-
A good reputation and positive word of mouth advertizing
-
Sales and Profits
Sanitation covers many areas. This section covers maintenance of your facility and surrounding
area; personal hygiene; and proper product preparation.
Personal Hygiene
General Hygiene
Employees should report to work with a clean & tidy presence; keep nails clean and trimmed;
refrain from wearing excess jewelry and wear a clean uniform. Hair should be restrained in a visor
or pulled back.
Employees should not smoke or eat in the food areas
Employees who are ill and could spread disease through handling of food should not work in the
food preparation areas.
41
Hand Washing
DO:
 Wash hands and forearms with soap and warm water before starting to work;
immediately after eating, smoking, drinking, or using toilet; and as often as
necessary to maintain clean hands and forearms.
 Wash hands after handling dirty dishes and before handling clean dishes.
DON’T:
 Wash hands in sink that are used for preparing food or for cleaning and sanitizing
utensils.
 Touch food or food contact surfaces with hands that are not clean.
 Touch food with bare hands. Use disposable gloves, and have extras on hand.
Proper Product Preparation
You can avoid the possibility of food borne illness by understanding bacterial growth and the
disease it causes as well as product spoilage sooner than the expiration date.
42
STANDARD SANITATION OPERATING PROCEDURES –
FOOD CONTACT SURFACES
Sanitation refers to all of the practices and procedures used to keep your building or cart clean
and free of contaminants and potentially harmful bacteria. This includes following good personal
hygiene practices, cleaning equipment properly (such as bottles, jugs, utensils, lids, pour spouts,
etc.) and maintaining clean work areas. The following is a review on the proper way to clean and
sanitize your SNOBIZ equipment.
JUGS, BOTTLES, LIDS, CAPS, POUR SPOUTS, ETC.
A basic 4-step process should be used to clean and sanitize all your bottles, jugs, lids, mixing
utensils, pour spouts, etc.
STEP 1: HOT WATER RINSE (130F – 160F)
This first step involves removing all visible food and/or syrup residue from your equipment,
BEFORE CLEANING WITH A DETERGENT. Rinse all bottles, jugs, mixing utensils, lids, caps, pour
spouts, etc. with hot water to remove all remaining syrup or food from the surface. Use a brush
to physically remove the food or syrup from the surface.
STEP 2: WET CLEAN
The second step is to clean all food contact surfaces with a detergent and hot water. Typically, a
detergent is mixed with hot water (130F – 165F) in a large tub or bucket for cleaning. (Follow
manufacturer’s directions). Small parts (e.g. caps, pour spouts) should be placed into the
tub/bucket to soak. DETERGENTS ARE NOT A SUBSTITUTE FOR MECHANICAL ACTION.
Scrubbing of ALL product contact surfaces is essential to remove the layer of invisible
contaminants that may remain after the application of detergent. It is not enough to shake,
“rinse,” or soak the bottle, cap, or pour spout with hot water and detergent! Small parts and
hard-to-reach areas (e.g. the hollow handle on the gallon mixing jug) need to be thoroughly
scrubbed with the proper brush to ensure all surfaces are clean.
STEP 3: 2nd HOT WATER RINSE (130F – 165F)
After thoroughly scrubbing all equipment surfaces with a detergent, rinse the surface
contaminants and soap away with hot water.
STEP 4: SANITIZING
The fourth and final step is to apply sanitizer to all cleaned and rinsed food-contact surfaces with
chemicals designed to kill and destroy hidden bacteria. (Refer to the product directions to
determine appropriate concentration). The sanitizing step will supplement effective cleaning
through the reduction of bacteria to a level considered safe. It is recommended that the
maximum amount of sanitizer at a no-rinse level be applied to surfaces for the maximum effect.
43
It’s extremely important not to rush through any of these steps, even if you think equipment
looks clean to you! Each step in the process depends on effective completion of the prior step.
STANDARD SANITATION OPERATING PROCEDURES –
OPERATIONAL
Sanitation refers to all of the practices and procedures used to keep your building or cart clean
and free of contaminants and potentially harmful bacteria. This includes following good personal
hygiene practices, cleaning equipment properly (such as bottles, jugs, utensils, lids, pour spouts,
etc.) and maintaining clean work areas. The following is a review on the proper way to clean and
maintain your work areas.
SPILL CONTROL
All areas within the building, cart, storage and office areas, as well as processing areas,
must be kept clean, neat and free of soil or spills. Ingredient spills in storage or
manufacturing areas must be cleaned immediately.
OPERATIONAL SOIL BUILDUP:
Remove buildup of food soils on equipment, especially in product flow zones to prevent
possible bacterial growth. Single-use, disposable towels are preferred to multiple-use
towels for wiping down equipment surfaces and prep areas. Towels used should be
wetted with sanitizer before use to provide an additional microbiological control benefit.
IDLE EQUIPMENT CONTROL:
Idle equipment, not currently in use, will be covered to prevent contamination from
ongoing operations, maintenance, or sanitation activities. If not covered, equipment
should be washed and sanitized prior to use in production.
OVERHEAD CONTROL:
Overhead structures (i.e. pipes, beams, lights, etc.) are to be clean, free of condensation
as well as dust buildup, and rust and flaking materials (paint, silicone, tape and plastic) to
prevent buildup of soils that can drop onto product surfaces or product.
PACKAGING CONTROL:
Direct product- contact packaging (i.e. spoons, cups, bottles, jugs, etc.) will be covered
while in storage areas to prevent accidental contamination. Packaging materials returned
to storage will be dry, clean, and sealed.
44
Making your own Ice Blocks in a Freezer
Some general guidelines for sanitation when making your own ice blocks with Sno Biz Form Pails:

Wash, sanitize and rinse before each use.

Use the warmest setting in a chest freezer

Stack the covered buckets in a pyramid fashion

Do not mix frozen buckets with unfrozen buckets

Do not use a frost free freezer

Do not open the freezer for 4 days while new ice is freezing. It is best to use 3-4 freezers
and add new buckets after removing frozen buckets after the 4-day time period.

Do not handle ice with your bare hands.

To remove ice from Pail, let it temper for a few minutes and flip over. Ice should come
out smoothly. There will be water, so be sure to do this is a safe area where water can
drip.
Other food-handling guidelines

Don’t handle cash and then the product.

Place the spoon in the product, not on the counter, before handing it to your customer.

Rotate stock, following the FIFO (First-in, First-out) method, to help ensure quality
products that are fresh and safe. Watch carefully for signed that mixed flavorings have
exceeded their shelf life (generally up to 8 weeks). Some flavors expire sooner than
others, so if a flavor appears cloudy, it should be discarded (Lemonade is an exception).
Avoid displaying quart bottles in direct sunlight to help extend shelf life.
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Making a Sno Biz Shave Ice
Shaving the Ice
To make the perfect cup of shaved ice you have to start with a good foundation. This foundation
starts with a cup of shaved ice complete with a rounded dome on top. The easy part is filling the
cup with shaved ice; the hard part is getting a perfect round dome. This is generally accomplished
with cup rotation with a gloved hand.
Cup rotation
Cup rotation is the hardest technique to master. While holding the cup at a 45 degree angle, wear
plastic gloves to ensure proper sanitation and begin to build ice near the edge of the cup. Rotate
your wrist, while keeping the cup on a 45 degree angle, until a dome of ice is formed on the top of
the cup (see picture).It is definitely a learned technique and will take time and practice to perfect.
Properly Pouring the Flavor
Once you have perfected the perfect dome you are ready to pour the syrup. Take a quart bottle
with a pouring spout, filled with your favorite Sno Biz flavor and begin to pour the syrup on the
ice. Start pouring the flavor at the outside edge of the cup and work around the dome in a circular
motion, going from the outside edge to the center of the dome. The goal is to let the syrup meet
at the top. While holding your pinky on the bottom of the cup, pour syrup down the middle of the
cup until you feel it hit the bottom of the cup to ensure that the syrup goes to the bottom. This
takes practice as you do not want to put too much flavor in the cup.
How much syrup do you use?
The biggest mistake business owners make is pouring too much syrup. This not only wastes money, it often
makes the shaved ice too sweet. Adding more syrup does not make the shaved ice better tasting.
Unflavored ice or white spots in your shaved ice cup is okay. If you give the ice around 15 to 30 seconds,
the syrup will dissipate throughout the cup. The chart below will give you an estimate of the amount of
syrup to use for each size cup. The flavor you pour will depend on the amount of the shave Ice in the cup.
Some dealers make average sized shave ice, others like to make giant shave ice. Please use your judgment,
use more syrup the larger you make the sno ice cups.
Size of Cup
Amount of Syrup
8-ounce cup
2-4oz
12-ounce cup
3-6 oz
16-ounce cup
4-8 oz
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Marketing
The Sno Biz system has built a better shave ice treat, but without a well-planned marketing effort,
the world will not beat a path to your business. The fact is, there are too many choices for
consumers. That means it’s your job to keep the Sno Biz choice at top-of-mind awareness levels
so that consumers choose YOU.
This section provides ideas to help you get your marketing effort off the ground. Be sure to visit
www.snobiz.com and log into the dealer section for the most up to date marketing resources.
Our company puts a large emphasis on using all Sno Biz logo materials for brand recognition and
repeat business.
Sno Biz Logo Materials
It is up to all of us to establish the Sno Biz brand as a market leader. However, sometimes it is
tempting to save a penny here and there and use “generic” packaging, napkins, and other point of
sale materials.
Sno Biz dealers across the nation who have changed from using generic packaging and other
materials to logo materials have realized the following benefits:
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Professional appearance
Top-of-mind awareness of the Sno Biz brand vs. competitors.
“Walking advertisements” are customers who leave your premises, carrying logo cups and
napkins. (Even a Sno Biz cup in the garbage or recycling is an advertisement!)
Using Sno Biz napkins with the 800 number helps the system grow, which strengthens
brand awareness across the country.
Using Sno Biz Sportswear as uniforms helps you and employees look professional and
further drives home brand awareness.
Banners, posters and other point of sale materials are visible to people passing by, who
may not otherwise who what your business offers.
Lighted menu board with appetizing product pictures create appetite appeal, educate
new customers and influence purchase decisions more than any other vehicle.
Aren’t all of those benefits worth a few extra pennies?
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50 Marketing Ideas for Retailers (source about.com guide)
Small business owners can easily get too involved in the day-to-day operations of their retail
stores to spend any time brainstorming marketing ideas or promotional events. Some retailers
worry that marketing is too expensive, others may find it too time consuming. Without
announcing who you are and what you sell, how will anyone know? Here are 50 marketing ideas
for your Sno Biz Business.
1. Create a calendar for customers with your shop's name and address on it.
2. Print the products you sell or services offered on the back of your business cards.
3. Always carry business cards with you. Give them freely and ask permission to leave them in
places
your target market may visit.
4. Join a trade association or organization related to your industry.
5. Have a drawing for a product or a gift certificate. Use the entry forms to collect customers'
mailing
addresses.
6. Develop a brochure of services your shop offers.
7. Conduct monthly clinics about a product or service you offer or schedule semi-annual seminars
on
related "how-to" information for your industry.
8. Print a tagline for your business on letterhead, fax cover sheets, e-mails and invoices.
9. Develop a website to showcase your products, services and location. Use a memorable URL
and
include it on all marketing materials.
10. Include customer testimonials in your printed literature.
11. Promote yourself as an expert by writing articles or tips on topics related to your industry.
12. Submit to the local newspaper, trade journal or other publications.
13. Host an after-hours gathering for your employees and their friends/relatives.
14. Provide free t-shirts with your logo to your staff to wear.
15. Send newsworthy press releases as often as needed.
16. Create an annual award and publicize it.
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17. Develop your own TV show on your specialty and present it to your local cable station or
public
broadcasting station.
18. Create a press kit and keep its contents current.
19. Use an answering machine or voice mail system to catch after-hours phone calls. Include basic
information in your outgoing messages such as business hours, location, website, etc.
20. Join a Chamber of Commerce where you can network with area business owners.
21. Hold an open house. Invite prominent city officials and the press.
22. Get a memorable local or toll-free phone number.
23. Place ads in publications your market reads. Be sure to reach the non-English speaking market
as
well.
24. Distribute specialty products such as pens, mouse pads, or mugs with your store's logo.
25. Advertise in creative locations such as park benches, buses, and popular Web sites.
26. Improve your building signage.
27. Get a booth at a trade show or expo attended by your target market.
28. Give a speech or volunteer for a career day at a high school.
29. Sponsor an Adopt-a-Highway area in your community to keep roads litter-free.
30. Donate your product or service to a charity event or auction.
31. Have a Yellow Pages ad listed under your main industry and in related categories.
32. Volunteer your time to a charity or non-profit organization.
33. Create a loyalty program to reward existing customers.
34. Create an opt-in email or print newsletter for your customers. Fill each edition with specials,
tips
and other timely information.
35. Send hand-written thank you notes to important customers every chance you get.
36. Use brightly colored envelopes and unique stationary when sending direct mail pieces.
37. Show product demos or related videos on a television on the sales floors during store hours.
38. Book a celebrity guest for an event at your store. Use people in your industry or television
news
anchors or local authors.
39. Create window displays in locations away from your shop. Airports, hospitals, and large office
buildings occasionally have display areas they rent to local businesses.
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40. Team up with a non-competing business in your area to offer a package promotion.
41. Pick the slowest day of the week to hold a one-day sale.
42. Create a warm, welcoming waiting area for your customers.
43. Provide extra customer service training for your staff.
44. Sign up for a newsletter or join online discussion groups in your industry.
45. If possible, loan your facilities to other groups for a meeting place.
46. Create a unique lapel pin based on the products you sell to wear at meetings.
47. Choose a regular customer to spotlight as a Customer of the Month. Create a brief write up to
submit to the local newspaper about the customer and be sure to give he or she a copy of the
article
as well as have one framed to hang in the store.
48. Pair up slow moving items with related products and repackage as a special buy.
49. Start a blog. Write about your industry or detail in-store happenings.
50. Offer your customers discounts for each referral they provide.
Marketing is most effective if done in coordination with other exposure. Enhance the above
efforts with additional signage, newspaper ads, displays and radio ads. Remember to tailor each
event for your target audience. If your message isn't being delivered to the right person, it may be
a wasted effort.
Grand Openings and Re-Openings
Grand Openings
Sometimes it is helpful to begin with a “soft” opening and then about two weeks later, make a big
splash in your community. This gives you time to work out all the “bugs” before you serve crowds
of customers. Talk with your regional distributor to find out what materials are available to assist
you with your grand opening. Here are some grand opening event ideas to help you get started.
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Plan a pre-opening party, inviting employees and their families, suppliers, business
associates, neighbors and community leaders. The word of mouth advertising from such
an event will be very beneficial and it gives you practice shaving and pouring.
Contact your Chamber of Commerce to see if you can arrange for a ribbon-cutting
ceremony. Invite the local radio station to do a remote and the local paper to cover the
ceremony. Have some background information on you and Sno Biz available to give to the
reporter and/or announcer.
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Utilize social networking sites like Facebook and Twitter to announce your grand opening
and offer downloadable coupons for customers to print out and bring to your new
location.
Rent a portable sign next to your location and have the Bizzy inflatable costume or the
Bizzy stand alone inflatable on site to welcome your customers.
Balloons and banners help catch the attention of passers-by.
Give logo balloons to kids to help spread awareness.
Cross promotions work well. Approach other businesses and ask them to hand out
coupons. Choose businesses that compliment the Sno Biz product. Offer to hand out
coupons for that business, as well.
Offer a sweepstakes prize give-away. (No purchase required.) This will not only help
attract customers, it will give you valuable information on who your customers are and
where they are from. Make sure to get an e-mail address, so that you can develop a
database for future e-mail broadcast promotions.
Check out the password protected dealer section at www.snobiz.com for more
information on marketing ideas.
Re-Openings
Many of the ideas above for grand openings can be adapted to making your re-opening splash.
You may also want to try the following ideas.
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Many seasonal businesses institute a “free day” for the first day they open each spring. It
can get wild, but it serves its purpose of creating excitement.
Plan a “birthday celebration”. Advertise on Facebook and Twitter to promote the event.
Have plenty of balloons on hand. Professionally made posters can tell your customers
how “old” your Sno Biz business is. This would be a good time to give a big push for a
“Birthday Club” for your customers. This would be a good time to give a big push for a
“Birthday Club” for your customers. Provide a sign-up sheet and have customers fill out
their name, e-mail address and birth date. Then once a week, send an e-mail, inviting the
birthday celebrant to your Sno Biz location for a special offer. Customers with winter
birthdays can celebrate a “half-birthday”. This is also a good vehicle for learning who your
customers are and where they live. You can use this information to create a database for
future marketing efforts.
Introduce a new flavor to your menu or a special recipe so loyal customers from last
season have something new to try.
Using Point of Sale Materials
Point of sale materials do two important jobs: They attract customers to your business and they
help influence purchase decisions. Therefore, when planning how you are going to use POS
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material, look at it from two perspectives: from the road or 100 feet away and from the ordering
point.
From a Distance
Use banners, balloons and the Bizzy inflatable costume to help attract attention to your
business from a distance. No matter what you use, drive by and critique your business
from a customer’s point of view. Ask yourself, “What impression do I get? Does it look
like something exciting is happening here? Do people who aren’t familiar with Sno Biz
know that they can get a delicious treat here?”
At the Ordering Point
Once you have attracted customers to your location, then it’s your job to influence
purchase decisions. You do that by educating customers as to what’s available and by
creating appetite appeal.
Menu boards are the most important vehicle for influencing purchase decisions. Keep it
simple, organized. When customers can’t find what they want, the get frustrated and
simply order what they had last time. Too many choices slow service and create
confusion. A good menu board system educates new customers and creates appetite
appeal through photography of the Sno Biz products. Ask you regional distributor for
menu board suggestions.
Posters are also an effective way to influence purchase decisions. Place posters so that
customers see them before they get to the counter. It helps create appetite appeal and
gets the customer thinking, “I can’t wait to taste this”!
Before customers get to the counter is also a good time to let them know about any
special flavor promotions.
Even employees can help advertise at the point-of-sale with coupon offers, t-shirt
promotions, flavor-of-the-day, etc.
Promotion Ideas
The key to getting the best results from your promotion dollars is to focus. Focus on a few events
to give you more impact from each promotion. Events should run over a long enough period to
give your customers a chance to react…and then react again.
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Research shows that it takes a customer at least three times to see or hear your message before
they even think about reacting to it. That brings us to two of the most important marketing
terms: reach and frequency. When planning your marketing campaign, reach pertains to the
number of people who receive your message; and frequency is the number of times those people
hear or see your message. Any advertising decision you make should take into account these two
factors. Make sure enough people are receiving your message to make the expense worthwhile;
and make sure your marketing plan has frequency…people should see or hear your message a
number of times.
A third factor of a successful marketing event is focus. Focus all your marketing communications
on one event at a time. This will give you more mileage for your money. If every piece of
communication is “singing the same song”, the song will be heard loud and clear. Point of sale
materials, online, print or radio ads should all be singing the same song so you send a strong
message to your customers.
No promotion can be successful without enthusiasm from your employees. Involve your whole
team in designing and planning events. Set goals for each event, and if you reach your goal, give
rewards. Create contests for up-selling items such as Crème Topping or Sno Blended Coffees.
Then reward the winner.
Here are some ideas to help get your creative juices flowing.
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Frequent buyer card. Encourages repeat business by rewarding customers with a free Sno
Biz treat after a specific number of purchases. These are available through your regional
distributor, along with the distinctive Sno Biz stamp.
Tie in with local retailer. Place coupons at a local retailer. It’s best if you can get the
retailer to put the coupon directly into the customer’s bag. Offer to do the same to that
retailer.
Have a local celebrity shave ice for a day and donate a portion of the profits to a special
cause. Advertise well beforehand. It sometimes helps to get media celebrities, such as
DJs who can promote the event beforehand with their audiences.
Customer Appreciation Week. Have employees wear buttons that say “We love our
customers”. Hold a sweepstakes drawing for a prize. (Use a no-purchase required
format). Get the prize donated from another retailer in exchange for free advertising.
Use the names and email addresses from entries to get information on who your
customers are and where they come from. You can create a database to use for
marketing purposes.
Flavor of the Week/Month. Have professionally made signs and buttons made. Highlight
the flavor on the menu board. Start a suggestive selling campaign. Offer samples of the
flavor.
Find a local supplier to produce buttons for you and employees to wear, suggesting a
particular purchase, like “Go Bananas. Try Banana Split”.
Plan a radio remote with a local station. Arrange for a radio tie in. (Tenth caller receives a
free Sno Biz treat).
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Get lots of attention with Bizzy the Penguin. Have an outgoing person wear the costume
and greet customers at your location or have Bizzy appear at parades and community
events. Have an assistant pass out coupons, stickers, tattoos, or logo balloons.
Plan a Hot Summer promotion. Wear colorful sunglasses. Offer discounts based on the
day’s temperature. Introduce a “hot” new flavor. Sponsor weather reports on your local
radio station.
Blitz. Distribute flyers to neighbors and nearby businesses.
Offer a lunch-time dessert special if you are near restaurant or fast-food locations.
“Family Value Specials”. Hold “family night out” specials once a week, usually on a slower
night. Buy four, get a discount. It might be fun to display a “family portrait” of you and
your employees.
Have a happy hour during a slower period of the day. Offer a buy-one, get-one special.
Kids Marketing
As any parent knows, children influence many purchase decisions of adults and families.
Therefore, it’s important to be a “kid-friendly” business. Have stickers, tattoos, pins, and balloons
on hand at all times and give them out each time a child visits. Also have bibs and moist
towelettes on hand.
Take time to visit with children and families. You may want to have a bench near your window so
wee ones can see you shave the ice. If your customers are having fun, you’ll probably be having
fun yourself. And isn’t that one of the reasons you went into the Sno Biz business?
Following are some kid marketing ideas to help create loyal customers.
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Tell kids to bring in their report cards and give a discount for A’s.
Help sponsor special family events, such as an Easter egg hunt in your community.
Sponsor a kid’s team. Not only will this provide you with great exposure, you’ll love the
after-game visits and sales.
Offer cross-promotions with other retailers that target kids and families. Portrait studios,
toy stores, daycare centers and children’s clothing stores are just a few local businesses
you can develop a promotional partnership with.
Offer premium items as a purchase-with-purchase. Example, “This toy only 59 cents with
a large Sno Biz treat”.
Sponsor a coloring contest. Have kids color Bizzy (available for download on the password
protected dealer section at www.snobiz.com and bring it back for a special offer. If you
can, display the drawings for other customers to see.
Participate in a summer reading program with your local library.
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Selling Sno Biz at Special Events
Sno Biz shave ice is an ideal product for special events such as fairs, carnivals, sporting events,
parades and more. Not only is it an opportunity to be where the customers are, but you can use
special events to introduce new people to our great product and let them know where your
‘permanent” business location is.
Here are some ideas for a successful special event operation.
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Plan ahead. Start in the winter to schedule your appearance at special events. Contact
your chamber of commerce by phone or through their website to get information on
which events you can participate in.
Buy extra supplies and the equipment you will need.
Use logo signage to help strengthen brand awareness. Use logo food containers and
napkins for the extra value of the “walking around” promotion.
Use Bizzy to help attract attention in crowded areas.
Give coupons that that the address of your “permanent” location.
Give out stickers, tattoos, pins and balloons to kids to help reinforce brand awareness.
Pricing
As with almost everything we have discussed, the prices of your Sno Biz shave ice will vary
depending on your location. If you have competitors in your area, we suggest keeping your prices
close to theirs. If you are the only shaved ice business around, you will most likely be able to
charge a little more for your products.
If you attend special events, like festival and carnivals or are located in high traffic, tourist areas,
your prices should be adjusted accordingly. 12 ounce cups of shaved ice can easily sell for $3.00 to
$4.00 each in high traffic areas. We have heard prices reach as high as $5.00 for a 16-ounce cup.
Now that is a great profit!
Below is a breakdown of
suggested retail prices for your
Sno Biz
Competitive
Areas
Average Price
Above Average
Special Events or
High Traffic
4 oz
-
1.00
1.50
1.00-2.00
8 oz
1.50
2.00
2.50
2.00-4.00
55
12 oz
2.00
2.50
3.00
3.00 - 4.00
16 oz
2.50
3.00
3.50
3.00 - 5.00
Customer Service
Providing excellent customer service is an art. As Sno Biz dealers, we must not only master the art
ourselves, but motivate employees to provide the level of customer service you expect. In order
to create a positive image, properly serving each customer should be your number one goal.
The impression customers have of your business will greatly impact your success. Good, friendly
service helps make it a fun experience and gives your Sno Biz business a personality.
Counter Etiquette
Counter etiquette includes all aspects of an employee’s contact with a customer. It includes
everything from cheerfully greeting customers, to the ordering process, to the magic of shaving
the ice, to the close of the transaction.
Sno Biz shave ice is a unique, fun product. You can make the most of that advantage by making
each customer’s experience fun, memorable and personal.
When you do that, you create a positive and lasting impression, which builds a core of loyal
customers who return frequently not only for the great Sno Biz, but for a fun, memorable and
personal experience.
First Impressions
We very rarely get a second change to make a first impression. This is equally true with steady
customers, since they expect the same courteous service with every visit.
Attitude
Servers should act in a professional and courteous manner at all times, taking pride in the Sno Biz
product line, and having fun with the product and each customer. Employees should appear busy
at all times. Live by the philosophy, “If there is time to lean, there is time to clean” or re-stock
cups and spoons. However, as soon as a customer approaches, an employee must be ready to
wait on that customer immediately. Be sure there is an established NO CELL PHONE policy for
employees while working.
Greeting Customers
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Warmly greet customers as they approach you, making them feel appreciated and welcome. This
should be done regardless of what other duties are being performed (mixing flavors, etc).
Some examples of an initial greeting are:
“Welcome to Sno Biz, would you like to try our new flavor, Cantaloupe?”
“Good to see you again, Mr. Jones, Would you like Peaches N’ Crème again today?”
The possible greetings you use are almost endless, but the importance of the initial greeting is the
same. Especially when you are serving long lines of customers, it’s tempting to let your greeting
become mechanical. This is when it’s especially important to let customers know you appreciate
them. Making eye contact and a “thanks for waiting” is always appreciated by a customer who
has been in line for awhile.
Learning the names of the repeat customers also helps. This will make those customers feel even
more appreciated.
Order taking
All employees should be familiar with the Sno Biz product line. This is important not only for
speed of service and product quality, but allows you to describe any item in an appetizing manner.
Be ready to provide a sample to customers who appear unsure or would like to try a flavor before
they buy.
Showmanship
While shaving the ice, put on a “show” for your customers to enjoy. This is the most unique way
we can make visits to your Sno Biz location memorable. Make sure customers can see you as you
shave the ice. If you can explain to new customers what makes Sno Biz shave ice special while you
are shaving the ice, this demonstrates your pride and will help customers enjoy the product even
more.
Closing
A sale is not complete until the customer is sincerely thanked and invited to return. Again the
possibilities are endless. Some examples are:
“Thank you. Come back soon.”
“Hope you like this flavor as much as I do. Come back again soon.”
“Thank you. Next week we’re introducing a new flavor, _____. Stop by and try it.”
All these elements together: Attitude, greeting, order-taking, showmanship and closing help make
each customer visit fun, memorable and personal.
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Suggestive Selling
The Sno Biz line offers a large number of choices, and skillfully using suggestive selling not only
helps increase sales, but helps customers choose items they will enjoy. By using suggestive
selling, you are not trying to force a product on a customer; you are helping them make a decision
as to what they want to buy. Many people are not sure what they want, so they indeed
appreciate your assistance.
How to use suggestive selling
First of all, believe in the Sno Biz product line. You have the best shave ice products in the world
and you’re offering your customer a truly unique experience. Have confidence in what you are
doing. The customer is your guest (just like a guest in your home) and it’s your responsibility to
help them be comfortable.
Try not to be mechanical. We all hate to hear, “would you like fries with that?” Be able to
describe all products on the menu board in a knowledgeable and appetizing manner. Avoid
mentioning prices. If prices are mentioned, some customers will buy the least expensive choice.
However, if a price is asked, using the word “only” helps it sound like a bargain. For example, “if
you like___, you’ll love our____ for only 25 cents more!”
Don’t mention too many choices or it will confuse and discourage a purchase. For example, when
you suggest different sizes, offer a choice between large or regular. When offering choices,
mention what you want them to buy first and place most of your emphasis on that item.
Customers don’t always know what they want, but no one likes a pushy sales person. If a
customer doesn’t respond favorably to a suggestion or two, or seems to know exactly what s/he
wants, ease off. Suggestive selling is simply helping a customer make a decision. Be pleasant and
courteous.
Suggestive selling is an important part of any “flavor of the week” promotion. If a customer
seems undecided, be sure to mention, “Our featured flavor this week is Banana Split. Would you
like to try a sample?”
Bottom-line benefits
By suggesting “premium” products, you can increase your sales significantly. If you serve 100
customers a day and suggestively sell a “premium” flavor to 25 of them for an extra 50 cents each,
you’ve made an extra $12.50. Practice this on a daily basis, and it really adds up. If you are open
year-round, $12.50 daily times 362 days equals an extra $4,525 in sales!
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While being a “pushy” salesperson will probably discourage customers, a cheerful greeting
followed by a sincere desire to help them select a product you are proud of will help make it a fun
experience and will help build profitability.
Handling customer complaints
As hard as we try, we can never meet customer expectations 100 percent of the time. Most
people are part of the “silent majority”. If they are disappointed with a product or service they’ll
say nothing and just never visit your business again. This is why it is essential to strive for
excellent product preparation and service with each customer.
When a customer complains, it’s easy to become defensive. Regardless of the tone of voice of the
customer, maintain a professional and friendly attitude. Never argue with the customer. If you
can, take the conversation to a place where it doesn’t disrupt the other customers.
If what the customer is asking involves a cost to you, try not to think about it as losing money. Try
to think about it as keeping a customer. And due to the effect of word-of-mouth advertising, you
are probably keeping more than one customer. Try to accommodate the customer’s request and
after the complaint has been dealt with, thank the customer for their business and invite them to
return. Even though customers may be having a bad day or are letting things bother them, don’t
be tempted to do the same. If you remain friendly and cheerful, they will appreciate your efforts
even more.
If you receive a letter of complaint, respond immediately. This helps reduce the negative word-ofmouth effect. In your response, address the customer’s concerns directly and invite them to
return again. It also helps to include a coupon to entice them to return.
Beware of professional complainers. Some people take advantage of “the customer is always
right” philosophy of service businesses and try to get something for free. Use your best judgment
in dealing with these customers.
Handing cash
Here are some suggestions to help you with cash register operation.
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Repeat the order back to the customer to help eliminate misunderstanding and confusion.
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Call out the total amount of the sale and the amount tendered to the customer. This
again communicates what you are doing.
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Place the amount tendered on the register ledge. This will help prevent possible errors
when making a change. This also helps prevent fast-change artists from saying, “but I
gave you a twenty.”
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When taking change from the drawer, count it to yourself. As you place the change in the
customer’s hand, count it out loud.
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After the customer has received his/her change and the transaction has been completed,
place the amount tendered into the register drawer.
Fast changing artists
Something to be cautious about when handling cash transactions is the fast-change artist. Such
people tend to be very good at what they do and it’s fairly easy to be taken in by them. Here are a
couple of points to keep in mind.

Be on the lookout for any bills (particularly high denomination) that have names, numbers
or pictures written on them or in general have any outstanding features. The fast-change
artist can use such features to plant a bill in a register. Then, their partner comes in after
them, orders a product, pays for it, then claims they didn’t receive the proper change. To
prove it, they can even describe the bill they gave in payment for the product. If you get
any currency with outstanding markings, put it under the cash drawer to avoid such
situations.

Watch out for the customer who wants to change a fairly large bill. For example, the fastchange artist will ask for change for a 20 dollar bill. They will then ask for change for the
ten dollar bill they received from you, then the 5 dollar bill-all in a sequence. During this
process, they haven’t given you any money and they walk away with all the change you’ve
given them. If you must make change for a customer, be sure to get their bill first, make
change and close the transaction. If they want you to make change for another bill, follow
the same process again.

Be careful of fast-talking people who try to distract you. A fast-change artist will carry on
a running conversation in an attempt to distract or confuse you.
While we need to be cautious, treat each customer in a professional manner and sometimes
problems can be avoided. If it does appear there is some confusion about money, remain calm
and friendly, and follow the steps above.
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Safety

Vary times and routes when you make cash deposits.

Make sure you have adequate lighting

Use night lights inside the building when not present

Be aware when leaving the building to empty trash

Be in contact with the police in the area and welcome them in your store anytime

Don’t keep large amounts of cash on hand. Take cash off site several time a day if you can
when it’s busy.

Keep windows uncluttered so people on the outside can see the inside

If you are robbed, always give robbers what they want. Don’t make any sudden moves.
Try to remember a description and note which direction the robber flees. Your primary
concern should be for the safety and well being of your customers, employees and
yourself.

If you are robbed, don’t let anyone except the police know how much was stolen. Don’t
let the amount be published in the newspaper or spread online.
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Hours of Operation
Business hours
Having regularly established business hours is one of the most important practices needed for any
successful Sno Biz business. It is imperative that your customers know when they can expect you
to be open. If you need to take one day a week off, do so, however establish this early in the
season.
Do not make the mistake of opening your shaved ice business occasionally or only when you feel
like it. In addition, always be open whether it is sunny or rainy. Even on a rainy day, you can often
do enough business to make profit. You can always bring a book, do some extra cleaning, catch up
on paperwork or plan you next advertising campaign! Regardless of the weather, make sure you
stick by your hours so that your customers will know they can count on you to be open. This is
extremely important!
What time you open and close daily will also depend on your location. Some Sno Biz businesses, in
high traffic areas, open as early as 10 AM and close as late as 10 PM. We suggest investigating
other neighboring businesses to see when they open and close. Also, take a look at what else is
located in your area. Are schools, baseball fields or shopping centers nearby? Find out their
schedules and set your hours accordingly.
Daily Checklists
Over the years, one of the best tools we used was an opening and closing checklist for our
employees. The following list may provide a good example of the daily opening and closing
responsibilities for your employees.
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Opening and Closing Procedures
Opening
(Arrive 15-30 minutes before opening)
1. Turn on the air conditioner.
2. Pick up any trash in the parking lot and around your business.
3. Wipe off the outside counters.
4. Make sure all signs and banners outside are neat and clean.
5. Wash the windows.
6. Mop the floor. You are dealing with very sticky syrup; you can NEVER mop too much!
7. Put trash bags in the trash cans.
8. Make sure all items are stocked and ready – napkins, spoons, straws, cups, lids, back-ups,
toppings, notepads, paper towels and add to daily log sheet.
9. Get ice ready and put spouts on pour bottles.
10. Make sure disposable gloves and cleaning rags are on hand
11. Display merchandising materials for any daily or weekly promotions.
12. Turn the open/closed sign at the correct time.
13. Put beginning change in the cash drawer
14. SMILE!
Closing
(Should be able to leave within 15-20 minutes of closing)
1. Turn the open/closed sign at the correct time.
2. Clean and wipe down all surfaces inside stand – walls, countertops, refrigerator, freezer,
shelves.
3. Clean ice shaver, wipe down inside and outside, wipe out and clean drip pan.
4. Wipe off all flavor and bottles including quart and gallon jugs.
5. Clean sinks and empty any waste water.
6. Refrigerate items such as crème topping, as needed.
7. Make sure all items are stocked and ready – napkins, spoons, straws, cups, lids, back-ups,
toppings, notepads, paper towels.
8. Stock inside freezer with ice and freeze any unused ice.
9. Set out dirty rags, empty jugs and aprons to be cleaned.
10. Count cash and fill out appropriate daily paperwork.
11. Put money in secure designated place.
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12. Make list of items needed for the next shift.
13. Lock the windows/doors.
14. Take trash to the dumpster.
Sno Biz Flavors, Special Recipes and Toppings
Great care and years of research have resulted in flavors you can be proud to serve to your
customers. It’s the true-to-life flavors that set the Sno Biz system apart from competitors.
Many customers will request that two or more flavors be served on their shaved ice. These are
some great moneymakers, and can easily get you an additional 25 to 50 cent for each cup of
shaved ice sold.
The following are the Sno Biz Brand Flavors, special recipe and topping ideas.
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APPLE CINNAMON - 1/2 APPLE, 1/2 CINNAMON - Mix on ice.
APPLE PIE A LA MODE - 1/2 APPLE, 1/2 VANILLA - Mix on ice and
add Sno Biz Crème Topping.
BAD APPLE- ½ GREEN APPLE, ½ RED APPLE- Mix on ice. Add gummy
worm
BANANA BERRY - 1/2 BANANA, 1/2 STRAWBERRY - Mix on ice.
BANANA COLADA - 3/5 BANANA, 2/5 COCONUT - Mix on ice.
BANANA CREME PIE - 1/2 BANANA, 1/2 COCONUT - Mix on ice and
add Sno Biz Crème Topping.
BANANA SPLIT - 1/2 BANANA, 1/2 STRAWBERRY - Pour flavors side
by side and add Sno Biz Crème Topping.
BANANGO - 1/2 BANANA, 1/2 MANGO - Mix on ice.
BARBIE DOLL- ½ BANANA, ½ PINK BUBBLEGUM- Mix on ice.
BAT JUICE - 1/2 BLUEBERRY, 1/2 DAIQUIRI BASE - Mix on ice.
BERRY TART - 1/2 BLUEBERRY, 1/2 LEMON - Mix on ice.
BIG KAHUNA - 1/3 STRAWBERRY, 1/3 COCONUT, 1/3 PINEAPPLE Mix on ice.
BIG RED - 1/2 CINNAMON, 1/2 BUBBLEGUM - Mix on ice.
BIG LEAGUE CHEW-1/3 BLUEBERRY, 1/3 GRAPE, 1/3
STRAWBERRY with Sno Biz Crème Topping.
BIG STICK - 1/2 PINEAPPLE, 1/4 TANGERINE, 1/8 LEMON, 1/8
CHERRY - Mix on ice.
BLUE MOON- ½ BLUE RASPBERRY, ½ LEMONADE. Swirl on ice.
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BLUEBERRIES ‘N CREME - BLUEBERRY with Sno Biz Crème
Topping.
BLUEBERRY COBBLER - 3/5 BLUEBERRY, 2/5 VANILLA - Mix on ice
and add Sno Biz Crème Topping.
BLUEBERRY COLADA - 3/5 BLUEBERRY, 2/5 COCONUT - Mix on ice.
BLUEBERRY DAIQUIRI - 3/4 BLUEBERRY, 1/4 DAIQUIRI BASE - Mix
on ice.
BLUE HAWAII - 1/2 BLUE RASPBERRY, 1/2 COCONUT - Mix on ice.
BOMB POP- Make CHERRY, VANILLA, and BLUE RASPBERRY stripes on
ice.
BULLDOG POWER - 1/2 STRAWBERRY, 1/4 CHERRY, 1/4 RED
RASPBERRY - Mix on ice.
BUTTERBEER FLOAT- Pour Butter Beer on ice then top with crème.
THE BUZZ - CHERRY, GRAPE, AND BLUE RASPBERRY striping the ice.
CALIFORNIA SURF - 1/3 PINEAPPLE, 1/3 STRAWBERRY, 1/3 COCONUT
- Mix on ice.
CANDY APPLE - 3/5 RED APPLE, 2/5 CINNAMON - Mix on ice.
CHERRY BOMB - Pour CHERRY down the middle. Color outside with
VANILLA.
CHERRY COLA - 3/4 COLA, 1/4 CHERRY - Mix on ice.
CHERRY DELITE - 1/2 CHERRY, 1/2 VANILLA - Swirl on ice.
CHERRY LIME - 3/4 CHERRY, 1/4 LIME - Swirl on ice.
CHERRY PIE - BLACK CHERRY with Sno Biz Crème Topping.
CHOCO-MINT- ½ SPEARMINT, ½ CHOCOLATE- Swirl on ice.
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CHOCOLATE COCONUT BAR - Pour COCONUT. Swirl Sno Biz Crème
Topping then chocolate syrup.
CHOCOLATE COVERED CHERRIES - BLACK CHERRY with chocolate
topping
CITRUS TWIST - 1/2 ORANGE, 1/2 LEMON - Swirl on ice.
COCONUT CREME PIE - 3/5 COCONUT, 2/5 VANILLA - Mix on ice and
add Sno Biz Crème Topping.
COLADAS - 1/2 Flavor desired, 1/2 COCONUT - Mix on ice.
COTTON CANDY (PINK) – ½ PINK BUBBLEGUM, ½ Vanilla
CREMESICLE - ORANGE with Sno Biz Crème Topping.
DAIQUIRI MIX- ½ BANANA, ½ LEMON. MIX WITH ANY OTHER FRUIT
FLAVOR.
DR. SNO - 3/4 ROOTBEER, 1/4 CHERRY - Mix on ice.
ELECTRIC LEMONADE- ½ BLUE RASPERRY swirl with ½ Lemonade
THE FLAG - Make CHERRY, VANILLA, and BLUE RASPBERRY stripes.
FROG IN A BLENDER - Pour GREEN APPLE. Then swirl with CHERRY.
GEORGIA PEACH - Pour PEACH. Then swirl STRAWBERRY over all.
GUMMY BEAR- ½ PEACH, ½ LEMON. Mix on ice.
HAWAIIAN DELIGHT- 1/3 COCONUT, 1/3 VANILLA, 1/3 PINEAPPLE
with Sno Biz Crème Topping.
HOMEMADE ICE CREAM - VANILLA with Sno Biz Crème Topping.
HULA COOLER - 1/2 TUTTI FRUTTI, 1/2 COCONUT - Mix on ice.
ISLAND BREEZE - 1/2 BLUE RASPBERRY, 1/2 LIME - Swirl on ice.
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JAMACIAN ME CRAZY- 1/3 BANANA, 1/3 PINEAPPLE 1/3 COCONUTMix on ice.
JOLLY RANCHER- ½ GREEN APPLE, ½ WATERMELON. Swirl on ice.
JUICY FRUIT- ½ TUTTI FRUTTI, ½ PINK BUBBLEGUM.
KEY LIME PIE - LIME with Sno Biz Crème Topping.
LEMON MERINGUE PIE - 1/2 LEMON, 1/2 COCONUT - Mix on ice add
Sno Biz Crème Topping.
LOVER’S DELIGHT - 1/2 GUAVA, 1/2 PASSION FRUIT - Mix on ice.
MAI TAI- ½ PINEAPPLE, ¼ LEMON, ¼ ORANGE- Mix on ice.
MELONBERRY- ½ STRAWBERRY, ½ WATERMELON- Mix on ice.
ORANGE BURST - 3/4 ORANGE, 1/4 CINNAMON - Mix on ice.
ORCHID BLOSSOM - 1/2 BLUE RASPBERRY, 1/2 GUAVA - Mix on ice.
PANAMA SKY - 1/3 PINK LEMONADE, 1/3 TANGERINE, 1/3 LEMON Mix on ice.
PASSION DELIGHT - 1/2 PASSION FRUIT, 1/2 VANILLA - Mix on ice.
PEACH CINNAMON - 3/4 PEACH, 1/4 CINNAMON - Mix on ice.
PEACH COBBLER - PEACH with Sno Biz Crème Topping.
PEACHES ‘N CRÈME - PEACH with Sno Biz Crème Topping.
PINEANGO - 1/2 PINEAPPLE, 1/2 MANGO - Mix on ice.
PINEAPPLE WILLIE - 3/4 PINEAPPLE, 1/4 LIME - Mix on ice.
PINK WEDDING CAKE- VANILLA with a splash of WATERMELON with
Sno Biz Crème Topping.
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PINK FLAMINGO - 3/4 PINK LEMONADE, 1/4 RED RASPBERRY - Mix
on ice.
POLYNESIAN PINEAPPLE - 3/5 PINEAPPLE, 2/5 STRAWBERRY - Swirl
on ice.
PURPLE HAWAII - 1/3 GRAPE, 1/3 BANANA, 1/3 PINEAPPLE - Mix on
ice.
PURPLE PASSION - 1/2 PASSION FRUIT, 1/2 BLUEBERRY - Mix on ice.
RAINBOW - 1/3 BANANA (or LEMON), 1/3 STRAWBERRY, 1/3 BLUE
RASPBERRY - Place STRAWBERRY in the middle with BANANA (or
LEMON) on both sides - Drizzle BLUE RASPBERRY slightly on three sides
and down the middle for rainbow effect.
RASPBERRY COLADA - 3/4 RED or BLUE RASPBERRY, 1/4 COCONUT Mix on ice.
RASPBERRY DAIQUIRI - 3/4 RED or BLUE RASPBERRY, 1/4 DAIQUIRI
BASE - Mix on ice.
RASPBERRY LEMONADE - Pour PINK LEMONADE to color lightly - then
pour RED RASPBERRY.
RAZZLE DAZZLE - 1/2 BLUE RASPBERRY, 1/2 PINK BUBBLEGUM Mix on ice.
RED HOTS - 3/5 CINNAMON, 2/5 TANGERINE - Mix on ice.
ROCK N ROLL- 1/3 BLUEBERRY, 1/3 BLUERASPBERRY, 1/3 GRAPE.
Stripe on ice.
ROOTBEER FLOAT - ROOTBEER with Sno Biz Crème Topping.
SEABREEZE- 1/2 BLUERASPBERRY, ½ PASSION FRUIT. Mix on ice.
STRAWBERRIES ‘N CRÈME - STRAWBERRY with Sno Biz Crème
Topping.
SUNRISE - 1/2 STRAWBERRY, 1/2 ORANGE - Mix on ice.
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SWEET TART-1/2 PINK GRAPEFRUIT, ½ CHERRY. Mix on ice.
TANGERANGO - 3/5 TANGERINE, 2/5 MANGO - Mix on ice.
TIGER’s BLOOD- ½ COCONUT, ½ STRAWBERRY- Mix on ice.
TOASTED COCONUT - 3/4 COCONUT, 1/4 VANILLA - Mix on ice.
TURTLE POWER - 1/2 BLUE RASPBERRY, 1/2 BANANA, dash of
PINEAPPLE - swirl on ice.
TWILIGHT - 1/3 BANANA, 1/3 CINNAMON, 1/3 BLUE RASPBERRY Place CINNAMON in the middle with BANANA and BLUE RASPBERRY on
each side.
VERY BERRY - 1/3 STRAWBERRY, 1/3 CHERRY, 1/3 BLUE RASPBERRY
- Mix on ice.
WEEKEND AT THE BEACH - 1/3 GREEN APPLE, 1/3 RED RASPBERRY,
1/3 PEACH - Mix on ice.
WILD THING - 1/2 BLUEBERRY, 1/2 GUAVA - Swirl on ice.
“Mix on ice” means you COULD combine the flavors in a separate pour bottle,
and then pour over ice.
“Swirl on ice” means pour the individual flavors over ice.
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SNO BIZ SUGAR-FREE SHAVE ICE
In response to consumer demand for a “diabetic-friendly” shave ice, Crystal Fresh offers Sno Biz
Sugar-Free Shave Ice in a variety of flavors (refer to list below). Sno Biz Sugar-Free Shave Ice syrup
can be produced by combining a Sno Biz flavor packet along with an artificial sweetener of choice
and water. The resulting sugar-free syrup contains only 10 calories per ounce and less than 0.25
grams of sugar compared to 75 calories and 18 grams of sugar per ounce for the sugar-sweetened
shave ice syrup. Although a very small amount of sugar is present in the sugar-free syrup, it is a
“negligible amount of sugar” and still allowed under Federal Guidelines to carry the “sugar-free”
claim.
The artificial sweeteners on the market (e.g. NutraSweet Spoonful, Splenda, Equal) contain
complex carbohydrates and impart approximately 2.5 grams of total carbohydrates per ounce
serving of sugar-free syrup. Therefore, although this product carries a sugar-free claim it cannot
be promoted as being “carbohydrate-free”.
Most diabetics in the past counted bread, fruit and vegetable exchanges as a way to monitor their
diet. The trend now has shifted to a more precise method that counts carbohydrate, fat and
protein exchanges in the diet. For example, every 15 grams of carbohydrate is a carbohydrate
exchange. A Sno Biz Sugar-Free Shave Ice (2oz. of syrup over shaved ice) is approximately 1/3 of a
carbohydrate exchange. By common definition among diabetics, an exchange this small is
considered a free exchange or a “free food”. Therefore, any person inquiring about exchanges
can be informed that A Sno Biz Sugar-Free Shave Ice is a “free carbohydrate exchange” or a “free
food”.
MIXING INSTRUCTIONS FOR SNO BIZ SUGAR-FREE SHAVE ICE SYRUP
Add contents of Sno Biz flavor packet to specified amount of artificial sweetener of choice (e.g.
NutraSweet Spoonful, Splenda, Equal) to replace 5# of sugar. Blend these together. Dissolve
mixture in half gallon of warm water, mix well and add cold water to fill. Each Sno Biz Shave Ice
flavor packet will make one gallon of Sno Biz Sugar-Free Shave Ice syrup.
NOTE: REGARDLESS OF THE ARTIFICIAL SWEETENER USED, THE SYRUP MADE MUST BE KEPT
REFRIGERATED FOR BEST RESULTS.
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SNO BIZ FLAVORS THAT MEET THE DEFINITION OF SUGAR-FREE*
*These flavor packets impart an insignificant amount of sugar to the syrup when blended with an
artificial sweetener.
EFFECTIVE AUGUST 2016:
CHERRY
GREEN APPLE
GUAVA
LEMON
LIME
LIMEADE
MARGARITA
ORANGE
PASSION FRUIT
PINEAPPLE
PINK GRAPEFRUIT
PINK LEMONADE
RED APPLE
RED RASPBERRY
TAMARIND
TANGERINE
Sours Flavors
Great when used with Grape, Cherry, Strawberry or Watermelon but can be used with any flavor.
Follow directions on sour base packet, or for a newer way to add to a shave ice, follow these
instructions:
-1 Pack of Sour Base
-- 1 Qt Water
Mix and add to spray bottle and spray onto shave ice. Shelf life is 10-15 days. Store in dry room
temperature for best results.
Chocolate Syrup Recipe
4 Cups of Nestle Chocolate syrup
1 quart of Vanilla flavor
24 oz crème topping
Mix in a gallon jug and fill the remainder with simple syrup (equal water and sugar). Keep
refrigerated
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Simple Syrup for Chocolate Syrup recipe (sugar water)
To make 60 ounces of Simple Syrup, simply dissolve 30 ounces of sugar into 30 ounces of warm or
hot water. Please note you do not have to use boiling water. Stir or shake container until the
sugar is dissolved. Note: there is no preservatives in the sugar water, so note the date on the
bottle and keep it in the fridge. Should last up to four weeks.
Coffee Flavor Shave Ice mixing instructions
Pour dry contents of coffee slush bag into a mixing container. Add 2 cups sugar and water to
make one gallon. Shake to mix. Use as shave ice flavor.
Cappuccino topping mixing instructions
Pour dry contents of cappuccino bag into a one gallon jug. Add 24oz. water to the jug and tightly
screw on the cap. Shake the jug vigorously for one minute. Allow mixture to stand at least one
hour. Shake the jug again for one minute and then pour Cappuccino Topping into a one quart
bottle.
To make a coffee shave ice, make a hole in the shaved ice, pour the coffee flavor into the hole and
around the ice, then use the cappuccino mix, above as a topping.
Crème Topping
After the final pour of shave ice flavor is poured, you can add crème topping to the prepared cup
of shave ice. This is worth at least an extra 50 to 75 cents.
Other Toppings
There are a number of additional toppings that can be served on shaved ice. It is totally up to you,
however anytime you can get a customer to buy a topping for his or her shaved ice, it will increase
the profit for your business. Below is a list of additional toppings you may want to consider. We
suggest keeping your topping list to a maximum of 4 to 5 items.
Whipped Topping
Strawberry Topping
Pineapple Topping
Chocolate Fudge
Caramel Topping
Whole Cherries
Crushed Cherries
Chocolate Syrup
Butterscotch
Chopped Nuts
Almonds
Using Ice Cream with your Shave Ice
74
Hand dipped or soft serve ice cream can be used to make a Sno Biz Super Sundae. Ice cream is
added to the bottom of a cup then ice is shaved on top of the ice cream and flavor is added to the
cup as usual. As the customer eats the shaved ice, the ice cream will begin to melt and take on the
same flavor as the shaved ice.
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MIXING GUIDE
SMOOTHIES
6 oz. Flavor (Up to 3 Different)
1 Level Scoop (1/3 cup) Drink Base
1 Piece Banana (1/4 to 1/3)
Fruit (Where Applicable)
Ice (16 or 20 oz. Drink Cup Full)
Blend in Blender
Top with Whipped Cream and Sprinkles
SNO BIZ BLENDED COFFEES
4 oz Water
1 Level Scoop (1/3 cup) Drink Base
2 Level Scoops (2/3 cups) Ice Coffee Flavor
Ice (16 or 20 oz. Drink Cup Full)
Blend in Blender
Top with Whipped Cream and Choice of Cinnamon, Chocolate Powder, Chocolate Syrup or
Caramel Syrup
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New SNO BIZ BLENDED COFFEEES WITH FLAVOR
2 oz Water
2 oz of Black Cherry or another Sno Biz Flavor
1 Level Scoop (1/3 cup) Drink Base
2 Level Scoops (2/3 cups) Ice Vanilla Flavor
Ice (16 or 20 oz. Drink Cup Full)
Blend in Blender
Top with Whipped Cream and Choice of Cinnamon, Chocolate Powder, Chocolate Syrup or
Caramel Syrup
SNO SHAKES
4 oz. Flavor (Up to 3)
Ice Cream
Fruit (Where Applicable)
Blend in Blender
Top with Whipped Cream and Sprinkles (Optional)
SLUSHES
6 oz. Flavor (Up to 3)
2 oz. Club Soda or Seltzer Water
Ice (16 or 20 oz. Drink Cup Full)
Blend in Blender
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Ice Shaver Maintenance and Trouble Shooting for the SWAN 100E- the Preferred Block Ice
shaver for Sno Biz.
Aside from normal maintenance, when the quality of the ice shaved deteriorates, there are
several issues to consider.
First and foremost, a sharp blade is a necessity. A less than sharp blade is usually the culprit, easy
to replace, relatively cheap, can be accomplished in minutes, and has the biggest effect on quality
of ice shaved. When in doubt, replace the blade. We've had little luck having blades resharpened, but it can be done by a shop well versed in sharpening tool steel, willing to design and
utilize a jig.
Blades should be replaced after 2000 shaves.
Gear driven drive trains are meant to operate without additional pressure on the main shaft (i.e.
either downward force by placing your hand on top of the shaft, or by forcing the crank handle).
The physical characteristics of the spring-loaded brake against the brake worm gear, which
meshes with the main shaft (which is milled for the key in the worm gear turned by the SS worm
gear pinned to the motor shaft), require close tolerances. Wear on parts can be significant
without being obvious.
Because the brake worm gear meshes with the teeth on the main shaft, and its rotation has a
"drag" coefficient caused by the brake shoe, a spiraling downward pressure is created. This is the
second part of the problem to investigate, the Brake shoe.
Begin by adjusting the brake correctly. Loosen the brake worm adjustment until the main shaft
just stops falling (of its own weight), and then tighten the brake adjustment 2 to 2.5 full turns.
The brake shoe itself is usually made of a bronze alloy, to avoid wear on the more expensive steel
brake worm gear. The brake shoe should be "V" shaped, and not rounded. The brake spring is
also suspect, but will last much longer than bronze shoes, assuming that the brake pressure has
been maintained properly. If replacing either or both the brake shoe and spring (and adjusting
properly) has little or no effect on the quality of ice shaved, consider the brake worm gear itself.
The brake worm gear is steel and does not show wear as readily as other parts, but the tolerances
between its teeth and the cut teeth of the main shaft are critical. Miniscule slack caused by only a
few thousandths of an inch wear can allow unacceptable performance in maintaining downward
pressure on the main shaft. Again, if in doubt, replace the brake worm gear.
In occasional but rare circumstances, the poor shaving quality is a result of the "One-TouchSpring" being weak. This is the shock absorbing spring that maintains upward pressure on the
blade itself; in conjunction with the blade adjust mechanism. These springs do lose tension over
time, but have also been known to last the life of a machine.
Please refer to the trouble-shooting guidelines in your owner's manual for these and other
problems. There are few moving parts on these machines, and the design is basic, but critical.
Properly maintained, a good Ice Block Shaver can last a lifetime.
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TIPS:
1. Lubricate Main Shaft and make sure there is enough food grade grease in the gear
box.
2. Replace blade 2/3 times a season
3. Not tempering your ice properly (20-30 minutes) may create a situation where the
machine may act like it’s not performing correctly, but it’s the ice. If you buy ice from
a store or dealer, be sure that it is not condensed or “pressed ice”. It is not ideal to
shave with and it will not create the long ribbon like snow as the solid block of ice
would.
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80
81
82
Part #
Part Description
1
1-S
Main Shaft Handle
Set Screw for Main Shaft Handle
Gear Box Cap
2
Worm Gear
3
4
Gear Box
Worm Gear Rubber
5
Brake Adjustment Hole Plug
6
7
Main Shaft
Polycarbonate Shield
8
9
Ice Block Holder Cover
10
Shaving Disk with Frame
11
Head Stock Under Cover
12
Blade
13
Blade Support
13-S
Screw for Blade Support
13-SA
Screw for Blade Adjustment
14
Cutter Block Pin
15
One Touch Spring
16
Blade Adjustment Knob
16-D
Decal for Blade Adjustment Knob
Drip Tray (new style)
17
18
Motor Cover Rubber
19
Head Cover
19-S
Flat Screw for Head Cover
20
Motor - 115 Volt
20-12V Motor - DC 12 Volt (USA Made)
20-12VKT Motor - DC 12 Volt (Kit)
20-220
Motor - 220 Volt
20-SS
Motor - 115 Volt (w/ SS Worm & Rubber)
20-W
Motor Leg Base Rubber
21
Brake Worm Gear
21-LP
Large Pin for Brake Worm Gear
21-SP
Small Pin for Brake Worm Gear
Blade Holder
22
22-S
Screw for Blade Holder
22-W
Washer for Blade Holder Screw
23
Head Stock
24
Main Frame Cover
25
Upper Frame
26
Rear Guard "F” Stopper
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Part #
27
28
29
30
31
32
33
34
34-CV
35
36
36-SP
37
38
39
40
41
41-S
42
43
44
45-L
45-S
46
Part Description
Rear Guard "M” Stopper
Lower Frame
Front Panel
Base
Rubber Feet
Gear Box Rubber
Switch Cover
Protector (Reset Switch)
Clear Plastic Protector Cover
Motor Switch
SS Worm
Small Pin for SS Worm
Brake Shoe Bracket
Worm Spring
Brake Shoe
Worm Shaft Bracket
Ice Block Holder Crank
Screw for Ice Block Holder Crank
Ice Block Holder
Gear Grease - NSF, USDA Food Equipment Grade
Plug with Cord
Thumb Screw (Long)
Thumb Screw (Short)
Drain Hose
In Closing
Thanks for joining Sno Biz and taking time to read the operations manual. We pride ourselves with
having the best flavor and customer service in the shave ice business and hope that you found this
information helpful and informative. We wish you great success in operating your own Sno Biz
business and if you need any help or have questions, always feel free to contact your Distributor or
the Headquarters in Minneapolis, Minnesota.
Crystal Fresh, Inc
12701 Sheridan Ave
Burnsville, MN 55337
800-742-8342
952-890-2788
Disclaimer:
Please note that we do not guarantee the performance of any Sno Biz business nor do we warrant
that this information will apply directly to a business venture in your area. Income and expense
information are only given as examples.
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