Franchisee Section 1:

Sugar Sugar Operations Manual 

Updated May 2019 Version 3.4
















CHAPTER1: Introduction

Welcome to the Sugar SugarFamily!

This Operations Manual is intended to help you through the day-to-day operations of your very own Sugar Sugar franchise. The instructions in this manual summarize the practices and policies in effect at the time of publication and supersedes all previously issued materials. This manual contains quite a bit of information. You are responsible for keeping it on hand as a useful reference so that you know exactly what is expected of you as a franchisee.


The guidelines in this manual cannot and do not describe all the possible circumstances and situations in which you might find yourself, nor do they or can they describe all policies and procedures that might affect the operation of your franchise. Although this Manual contains references to certain regulatory requirements that may affect your Sugar Sugar franchise, please be advised that this is NOT a comprehensive overview of all federal, state or local tax and regulatory requirements. These will vary from state to state. Sugar Sugar Franchise Systems, LLC recommends that you consult with an attorney and accountant to ensure that you are operating your Sugar Sugar franchise in accordance with all applicable federal, state and local regulations, including but not limited to employment, health, OSHA and tax regulations. If at any time you have any questions or concerns about these guidelines or any other aspect of your franchise commitment, you are responsible for contacting Sugar Sugar Franchise Systems, LLC for clarification.


Sugar Sugar Franchise Systems, LLC reserves the right to delete, revise, and/or add to these guidelines at any time for any reason. All responsibilities for the interpretation and application of these guidelines are reserved solely to Sugar Sugar Franchise Systems, LLC.


Individually Owned and Operated

Each franchisee is responsible for upholding all federal, state and local laws, regulations and ordinances. Additionally, each Sugar Sugar franchise is responsible for adhering to the applicable state aesthetics licensing and compliance board. Sugar Sugar Franchise Systems, LLC is not responsible for the operation of individual franchises.


Confidentiality and Non-Disclosure

This Manual contains confidential and proprietary information belonging to Sugar Sugar Franchise Systems, LLC. It is the sole property of Sugar Sugar Franchise Systems, LLC. No part of this manual or it's guidelines may be reproduced in any form by any electronic or mechanical means, including information storage and retrieval systems, without expressed permission in writing from Sugar Sugar Franchise Systems, LLC. This Manual is provided exclusively for the use of Sugar Sugar franchisees. This manual is to be kept in a locked and secure location when not in use. Please note that theft or misuse of this material may result in a material breach of contract with Sugar Sugar Franchise Systems, LLC and result in the termination of or penalty against your franchise.


Franchisee Feedback

Sugar Sugar has always made consistent improvement a top priority. A major benefit of the franchise operation is that individual franchises benefit from the cumulative experience of the entire organization. Because Sugar Sugar is a new concept, this is especially true and especially important. Suggestions on improving methods and procedures realized through experiences with a Sugar Sugar franchise are always welcomed and encouraged. Communication at Sugar Sugar is a two-way street.


We are trailblazers at Sugar Sugar.; what we are doing is completely unique. Therefore, Sugar Sugar Franchise Systems, LLC evaluates suggestions regarding the experience of other franchises and corporate locations and makes periodic additions or revisions to the manual. This creates an informative feedback mechanism which aids the growth of the franchise system as well as its individual members.


This market is changing very quickly. In order to maintain the most up-to-date Operations Manual, we encourage franchisees to provide ongoing feedback of the material. If you have comments, suggestions or ideas to improve the systems or routines, please communicate them to the corporate office or through the franchise portal located within the website.


When sending feedback, please include the following information:

  • Name

  • Storelocation

  • Page number to which you arereferring

  • Comment orsuggestion

  • Suggested modifications, updates orsolutions


Please mail or e-mail your comments, suggestions and concerns to:

Sugar Sugar Franchise Systems, LLC

Attn: Operations Manual Updates 16255 N Scottsdale Rd Suite C3 Scottsdale, AZ 85254

Telephone: (480) 788-6390


How WeStarted

Sugar Sugar Scottsdale opened in August of 2013 with one greater purpose in mind: to build beauty around a commitment to the CLIENT EXPEREICE as it pertains to esthetics, skin and tanning. No longer would epilation be a “necessary evil” in order to meet temporary beauty goals. Instead, the experience would be enjoyable and not jeopardize future skin wellbeing.


Our Mission Statement:

Sugar Sugar elevates the customer service experience for all clients. We provide smart, organic skin care solutions by means of sugaring hair removal, airbrush tanning and facials. We maintain a clean environment with staff members who are passionate about natural esthetics and providing solutions to clients. We greet everyone with a smile and choose to be professional and positive.



How SugarSugar is Different

Aimee, our founder, was a regular client of waxing. One day one of her friends suggested sugaring hair removal and recommended a cute, little elderly, new-agey lady who had a place with incense and waterfalls. Aimee became a client of hers and thought, “What if I were to build this for the working man and woman? A place with prompt services, organic products and wonderful costumer service.” Ultimately, it was to be a combination of the quick waxing concepts plus the precision and customer service of the resort style spas, but also with the products and services of the new-age spas. That is what Sugar Sugar is. When you own one, you know there isn't anything else like it. It's not really a spa, not really a resort; it's simply Sugar Sugar.


CHAPTER2:FranchiseStandards&Site Visitation

System Compliance

This Operations Manual outlines and details required and recommended procedures for ongoing operation of a Sugar Sugar franchise. Please note failure to comply with the obligations under your Sugar Sugar Franchise Agreement, or accompanying documents, or to adhere to any Sugar Sugar program requirement is a default under your Sugar Sugar Franchise Agreement.


What Sugar Sugar Expects from You

In addition to the obligations in your Sugar Sugar Franchise Agreement and this Manual, Sugar Sugar Franchise Systems, LLC expects you to:

  • Devote all square footage, display areas and windows ofthe store to the operation of your Sugar SugarFranchise(s).

  • Participate on a regular basis in your Sugar Sugar franchise operation by spending at least forty(40) hours per week in your store. If you own two or more Sugar Sugar locations, you must have at least one manager employed full time at the store who has successfully completed Sugar Sugartraining.

  • Comply with all applicable laws andregulations.

  • Comply with all state aesthetic board regulations as it pertains to your spa license within your operating state.

  • Adhere to high standards of professionalism andethics, and always bring positive energy.

  • Keep your Sugaring/Tan/Facial/Lash rooms clean, professional, neat, orderly and in goodrepair.

  • Follow the required Sugar Sugar hours ofoperation unless otherwise agreed upon and expressly stated in writing.

  • Maintain a competent, conscientious, courteous and qualifiedstaff.

  • Keep Sugar Sugar Franchise Systems, LLC informed of the names and contact information of all managementpersonnel.

  • Ensure that all employees are trained in Sugar Sugar operations and are familiar with the Sugar Sugar concept and policies applicable to the performance of theirduties. Be sure employees can demo sugaring hair removal to inquisitive, prospective clients.

  • Carry and maintain adequate inventory levels to serve your franchise'smarket.

  • Maintain good customerrelations by adhering to Sugar Sugar’s customer service protocol.

  • Allow Sugar Sugar Franchise Systems, LLC's representative toenter the Sugar Sugar franchise at all reasonable times toexamine the store; talk with and assist you and your employees and others; inspect and check your operations, business and accounting records, furnishings, equipment and supplies; and to assess compliance with the Franchise Agreement and Sugar Sugar requirements including reporting ofall sales and any otheranalysis.

  • Use only Sugar Sugar approved furnishings, materials, store layouts, packaging, color schemes, signage, fixtures, displays and otherequipment.

  • Conduct all business and operate your Sugar Sugar franchise in a manner that will not damage the goodwill associated with Sugar Sugar and/or Sugar Sugar Franchise Systems, LLC trademark andlogo.

  • Maintain goodcredit.

  • Maintain financialstability.

  • Maintain and foster good relationships withvendors.

  • Maintain a good community reputation through outreach and charity work.

  • Maintain good communications with Sugar Sugar Franchise Systems, LLCpersonnel.

  • Avoid defaults, but, if one occurs, take appropriate and timely corrective action to cure the default in accordance with your Sugar Sugar FranchiseAgreement.


Days and Hours of Operation

A Sugar Sugar franchise may not deviate from the minimum required hours unless prior written approval is received from Sugar Sugar Franchise Systems, LLC. Only Sugar Sugar Franchise Systems, LLC can provide this written approval.


Your Sugar Sugar franchise must be open for business at least the following hours:


All Year

Monday - Saturday 10am - 6pm

Sunday - 12 noon - 4pm


Holiday Hours

Halloween- optional early close (5pm)

Thanksgiving - closed

Christmas Eve - closed

Christmas Day - closed

New Year's Eve – optional early close (4pm)

July 4th - closed


CHAPTER3: Pre-Opening Timetable &Preparation for Your Sugar Sugar


Where to Start?

Getting your new Sugar Sugar franchise off the ground involves making key financial decisions and completing a series of legal activities. This section provides information to help you plan, prepare and manage your brand-new Sugar Sugar franchise.


General Guidelines

When setting up a Sugar Sugar franchise, it is important to implement good, strong practices. Among these are:

  • Gathering and recording all checks and receipts, every day, starting with the very first day ofbusiness.

  • Immediately setting up an organized filing system for business accountingrecords.

  • Never mixing personal and businessexpenses.


Step 1: Research and Plan Your Business

Create a business plan with an estimate of start-up costs, a break-even analysis, etc.


Step 2: Choose a Location for your Sugar Sugar

Choose a customer-friendly location and comply with zoning laws.


Step 3: Determine the Legal Structure of Your Business

Decide whether you are going to form a sole proprietorship, partnership, LLC, corporation, non-profit or cooperative. When beginning a business, you must decide what form of business entity to establish. The form of your business determines the amount of regulatory paperwork you must file, your personal liability regarding investments into your business and the taxes you will have to pay. You may need to contact several federal agencies, as well as your state business entity registration office. Http:// detailed information on the most common business structures. See below for a brief summary of each form of business:

  • Sole Proprietorship: A business owned and managed by one individual who is personally liable for all business debts and obligations.

  • Partnership: A single business owned by two or more people.

  • Corporation: A legal entity owned by shareholders.

  • S Corporation: A special type of corporation created through a tax election. An eligible domestic Corporation can avoid double taxation (once to the shareholders and again to the corporation) by electing to be treated as an S corporation.

  • Limited Liability Corporation (LLC): A hybrid legal structure that provides the limited liability features of a corporation and the tax efficiencies and operational flexibility of a partnership.


Step 4: Register Your Business Name ("Doing BusinessAs")

If you decide to create a corporation, a limited liability company or a partnership (limited, or limited liability), you will have to register your business and file certain documents with your state government. If your business is a sole proprietorship, you do not need to register your business with the state. However, many states require a sole proprietor to use their own name for the business name unless they formally file another name as a trade name or a fictitious name.


The legal name of a business is the name of the person or entity that owns a business. If you are the sole owner of your business, its legal name is your full name. If your business is a partnership, the legal name is the name given in your partnership agreement or the last names of the partners. For limited liability corporations (LLCs) and corporations, the business' legal name is the one that was registered with the state government.


Your business' legal name is required on all government forms and applications, including your application for Employer Tax IDs, licenses and permits. However, if you want to open a shop or sell your products under a different name then you may have to file a "fictitious name" registration form with your government agency. A fictitious name (also an assumed name, trade name, or DBA name (short for "doing business as")) is a business name that is different than your personal name, the names of your partners or the officially registered name of your LLC or corporation. In some states, fictitious names are registered with the state government; in others, you register fictitious names with the county clerk's office; and in others, there are no laws requiring businesses to register a fictitious business name. For a chart that provides the requirements for fictitious name filing in all 50 states and territories visit this website:


Step 5: Get a Tax Identification Number (AKA EIN)

All businesses are required to pay federal, state, and in some cases, local taxes. Most businesses will need to register with the IRS and state and local revenue agencies and receive a tax ID number or permit.


An EIN, also known as a federal tax identification number, is used to identify a business entity. Employers with employees, business partnerships, corporations and other types of organizations must obtain an EIN from the U.S. Internal Revenue Service. To obtain an EIN, you can apply online contact the IRS directly at1-800-829-4933.


Step 6: Register for State and Local Taxes

Businesses that operate in each state are required to register for one or more tax-specific identification number(s), license(s) or permit(s) including income tax withholding, sales and use tax (seller's permit) and unemployment insurance tax. The State Tax Guide provides links to information about business registration requirements and your tax obligations in your state. Go to more details.


In addition to business taxes required by the federal government, you will have to pay some state and local taxes. Each state and locality have its own tax laws. The most common types of taxes requirements for small business include:

  • Tax Permit: In most states, business owners are required to register their business with a state tax agency and apply for certain tax permits. For example, in order to collect sales tax from customers, many states require businesses to apply for a state sales tax permit.

  • Income Taxes: Nearly every state levies a business or corporate income tax. Your tax requirement depends on the legal structure of your business. For example, if your business is an LLC, the LLC gets taxed separate from the owners, while sole proprietors report their personal and business income taxes using the same form. Consult a tax professional for specific requirements.

  • Employment Taxes:In addition to federal employment taxes, business owners with employees are also responsible for paying certain taxes required by the state. All states require payment of state workers' compensation insurance and unemployment insurance taxes. Five states (California, Hawaii, New Jersey, New York, and Rhode Island) and Puerto Rico require businesses to pay for temporary disability insurance. Information about tax requirements in various starts can be found via this link:­about-your-state-and-local-tax-obligations.


Step 7: Obtain Business Licenses and Permits

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 licensing and permitting regulations can lead to expensive fines and put your business at serious risk.

  • Federal Licenses and Permits: Every business needs one or more federal, state or local licenses or permits to operate. Licenses can range from a basic operating license to very specific permits, (e.g., environmental permits).

  • State Licenses and Permits - Many types of businesses need to obtain some type of business or professional /occupational license or permit from a state government. Choose a state to find out about specific license and permit requirements in the state where your business is located:


Step 8: Open a Business Checking/Savings Account(s)

Call several banks to find out what services they offer and shop around for the best deal.


Step 9: Set Up A Record Keeping System

Put together a simple and effective bookkeeping system for income and expenses. You will also need to select a company or financial professional to generate your payroll checks.


Step 10: Get Business Insurance

By paying a relatively small premium to the insurance company, the business can protect itself against the possibility of sustaining a much larger financial loss. Sugar Sugar Franchise Systems, LLC insurance requirements are as follows:


Maintenance of Insurance

Within thirty (30) days after the executed of this Agreement and at your expense, you shall obtain and maintain to be in full force and effect at all times during the term of this Agreement an insurance policy or policies protecting you and Sugar Sugar Franchise Systems, LLC and its subsidiaries, affiliates, successors and assigns and their respective officers, directors, shareholders, partners, employees, servants, independent contractors, representatives and agents against any demand or claim with respect to personal injury, death or property damage or any loss, liability or expense arising out of or occurring upon or in connection with the condition, operation, use or occupancy of the franchised business.



Such policy or policies shall be written by a responsible carrier or carriers with a Best's Insurance Guide rating of "A" or better and shall comply with (except for any additional coverage which may reasonably be specified by Sugar Sugar Franchise Systems, LLC from time to time), the standards and specifications set forth in the Manuals, or otherwise in writing, the following:


1. Bodily injury and property damage general liability insurance, with a minimum aggregate coverage per Sugar Sugar of $1,000,000.00, with a minimum per occurrence coverage of $1,000,000.00 and a Medical Payments limit of $5,000.00 together with all risk replacement cost property insurance covering your Sugar Sugar and its contents, awnings, signs and glass, and with provision for business income loss, product spoilage, endorsement and equipment breakdown coverage.


2. Products liability insurance with a minimum aggregate coverage of $1,000,000.00.


3. An umbrella policy providing coverage with limits of not less than$1,000,000.00.


4. Medical payment, crim (inside/outside) and employee dishonesty insurance with a minimum per occurrence coverage of $5,000.00, $5,000.00 and $15,000.00, respectfully.


5. Worker's compensation insurance in amounts provided by applicable law or, if permissible under applicable law, any legally appropriate alternative providing substantially similar compensation for injured workers satisfactory to Sugar Sugar Franchise Systems, LLC, provided that you (i) maintain an excess indemnity or "umbrella" policy covering employer's liability and/or a medical disability policy covering medical expenses for on the job accidents, which policy or policies shall contain such coverage amounts as you and Sugar Sugar Franchise Systems, LLC shall mutually agree upon and (ii) conduct and maintain a riskmanagement and safety program for YOUR employees as you and Sugar Sugar Franchise Systems, LLC shall mutually agree is appropriate. Such policies shall also include, if available, an “alternate employer endorsement” in favor of Sugar Sugar Franchise Systems, LLC and a waiver of subrogation in favor of Sugar Sugar Franchise Systems, LLC and its directors, officers, shareholders, partners, employees, servants, representatives and agents.


6. Automobile liability coverage including coverage for non-owned and hired vehicles with coverage in amounts not less than $1,000,000.00 combined single limit.


7. Umbrella liability coverage of not less than $1,000,000.00 with general commercial liability,liquorlegalliability,automobileliabilityandemployer's liability insurance included on the underlying schedule ofinsurance.


8. Any insurance, which may be required by statute, rule of the state or locality in which the franchised business will be operated, may hereinafter be required by Sugar Sugar Franchise Systems, LLC.



You may, with the prior written consent of Sugar Sugar Franchise Systems, LLC, elect to have reasonable deductibles (not exceeding $2500) in connection with the coverage required under this agreement.


Builder's Risk

In connection with any finish-out, renovation, refurbishment or remodeling of your Sugar Sugar spa, you or your approved contractor shall maintain Builder's All Risk insurance and performance and completion bonds in forms and amounts. Such insurance must be written by a carrier or carriers reasonably satisfactory to Sugar Sugar Franchise Systems, LLC.


No Reliance Upon Sugar Sugar Franchise Systems, LLC Insurance

Your obligation to obtain and maintain the above policy or policies in the amounts specified by Sugar Sugar Franchising Systems, LLC shall not be limited in any way by any insurance which may be maintained by Sugar Sugar Franchise Systems, LLC, nor shall your performance of that obligation relieve you of liability under the indemnity provisions set forth in this agreement.


Form of Coverages

All your insurance coverages shall name Sugar Sugar Franchise Systems, LLC as an "additional insured". All public liability, property damage, motor vehicle liability, and business interruption policies shall contain a provision that your insurance coverage shall be primary to any coverage maintained by Sugar Sugar Franchise Systems, LLC and Sugar Sugar Franchise Systems, LLC shall be entitled to recover under your policies for any loss occasioned to Sugar Sugar Franchise Systems, LLC as well as its subsidiaries, affiliates, successors and assigns, and their respective officers, directors, shareholders, partners, employees, servants, representatives, independent contractors, and agents, for whatever reason, and shall contain a waiver of subrogation in favor of Sugar Sugar Franchise Systems, LLC.


Evidence of Insurance

Within thirty (30) days after the execution of this Agreement and, thereafter, at least sixty (60) days prior to the expiration of any such policy, you shall deliver to Sugar Sugar Franchise Systems, LLC certificates of insurance and, if requested by Sugar Sugar Franchise Systems, LLC, copies of the applicable insurance policies evidencing the proper coverage with limits not less than those required hereunder. In addition, all insurance policies and certificates shall expressly provide that no less than thirty (30) days' prior written notice shall be given to Sugar Sugar Franchise Systems, LLC in the event of a material alteration to or cancellation of the policies.



Should you, for any reason, fail to obtain or maintain the insurance required by this Agreement Sugar Sugar Franchising Systems, LLC shall have the right (without, however, any obligation) to immediately obtain such insurance and to charge same to you, which charges, together with a reasonable fee for Sugar Sugar Franchising Systems, LLC expenses, shall be payable by you immediately upon notice. These remedies shall be in addition to any other remedies at law or in equity that Sugar Sugar Franchising Systems, LLC may have.


Step 11: Find a List of Food Suppliers in Your Area and Establish a Relationship

You will need to determine who in your area will be delivering your yogurt, toppings, paper goods, etc. Sugar Sugar Franchise Systems, LLC can assist you in contacting various food services suppliers by providing a list of suppliers with which Sugar Sugar Franchise Systems, LLC has an existing business relationship in your area. Once you have contacted your food suppliers, you will need to determine what their terms to doing business will be (COD, net-7 days, etc.). You will also need to determine what your delivery schedule will be, what the suppliers minimum delivery dollar amount is and what their "will call" policy is. Most food suppliers will provide "will call" or same-day pick up of individual items that you may need in an emergency. Most times an operator may find themselves unexpectedly short on one or two critical items and will need to go to their supplier's will-call service, as the dollar amount to deliver these one or two items will be too small for your supplier to send a delivery truck to you.


Step 12: Contract with Vendors

You will need to research and select vendors to provide the followingservices:

  • Cable, telephone, internetservices

  • In-store security cameras andmonitoring

  • Credit Card processing (Integrity PaymentSystems)

  • Payroll

  • FreshFruit


Step 13: Purchase Your Furniture. Fixtures & Equipment.

(See Furniture, Fixture & Equipment spreadsheet in the Franchise Resources Page on the Sugar Sugar Franchise Systems, LLC web site.)


Step 14: Purchase Your Small Wares

(See Appendix I.)



Step 15: Hiring Your First Employees

(See Chapter 5.)


Step 16: Place Your Opening Inventory Order

Sugar Sugar Franchise Systems, LLC can help you with the placement of your opening order based on other past opening orders.


Step 17: Training Your Employees

Once you are well versed in all of the operational aspects of your new store, you will want to take the last few days prior to opening to have your employees come in and learn what their day-to-day responsibilities will be.


Step 18: Open Your Doors for Business

Congratulations and smile! It's free and your clients are going to love you for it!

CHAPTER4: FranchiseeTraining

The Program

Before the opening of your Sugar Sugar, you (or your managing owner if you are an entity) and the person who will be principally in charge of the management and operations of your Sugar Sugar (the "Designated Manager"), if different from you or your managing owner, and all service providers, must attend and complete, to our satisfaction, the initial training program. This is detailed thoroughly within Sugar Sugar University, your online portal and through training provided via the Sugar Sugar Franchise Systems, LLC team.


You pay for the training fee(s), travel, living expenses and wages for you and all employees who attend the training session on site at an established Sugar Sugar location.


Our training program consists of approximately one-and-a-half day(s) of classroom instruction, either at our corporate headquarters in Scottsdale, Arizona or at another location in the Phoenix/Scottsdale area, and up to approximately three days of hands-on training at a Sugar Sugar located in Scottsdale, Arizona. Any additional training location must be approved by Sugar Sugar Franchise Systems, LLC.


If you are opening your first Sugar Sugar, we provide up to four days of on-site training at your Sugar Sugar location to you and your staff to assist with your grand opening. We may waive on-site training if you have previously opened a Sugar Sugar franchise. We conduct our training programs on an “as-needed” basis. As often as annually, you or your Designated Manager may be required to attend, at your expense, a national convention which may include mandatory training sessions. We may also require you, your Designated Manager, store managers, and designated employees to attend, at your expense, local or regional seminars up to two times per year.


As of the date of this Franchise Operations Manual, we plan to provide the following initial training to franchisees:


Day 1

4 Hour Classroom

4 Hours Hands on Sugar


Day 2

4 Hour Classroom

4 Hours Hands on Sugar


Day 3

4 Hours Shadow

4 Hours Hands on Sugar


Day 4

2 Hour Classroom

4 Hours Shadow

2 Hours Sugar, Lash & Tan Hands On


Day 5

1 Hour Classroom

3 Hours Shadow

4 Hours of whatever else is necessary as we see how the week progressed.


SubjectClassroomJob TrainingLocation


Sugaring Hair Removal.............4........................12............................. Sugar Sugar Scottsdale


Tan, Lash, Facial Protocol(s).…2........................ 2............................. Sugar Sugar Scottsdale


Managing a Sugar Sugar............3........................ 5............................. Sugar Sugar Scottsdale


Retailing Skin from Scratch.......2.........................2............................. Sugar Sugar Scottsdale


Shadowing, Calls, Cust Srvc......0.........................8.............................Sugar Sugar Scottsdale



CHAPTER5: Staffing Your Sugar Sugar

Whom and How?

Taking on staff creates a series of new challenges such as finding the right people, interviewing candidates and managing people once they are hired to name a few. While those are all important issues, understanding your regulatory requirements as an employer is crucial to the success of your business. This chapter lays out the easy steps for new employers to follow to ensure compliance with key federal and state regulations.


Sugar Sugar uses Gusto as it's designated payroll and on-boarding system. You'll love Gusto. They'll take care of your withholdings, automatically pay your payroll, update your quarterly taxes and automatically onboard your staff with the help of auto signature. By the time your employee shows up for his/her first day, they will be successfully set up and ready to achieve their dreams at Sugar Sugar.


Step 1: Obtain an Employer Identification Number (EIN)

Again, before hiring employees, you need to get an employment identification number (EIN) from the United States 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 apply online or contact the IRS directlyat1-800-829-4933.


Step 2: Set up an Account with

Sugar Sugar has partnered with Gusto for years. The reps at Gusto will walk you through setting up your payroll and on-boarding. This includes auto document signature and automated benefits, HR, workers compensation compliance (in applicable states) and payroll. Being under the Sugar Sugar umbrella will provide you a great rate on Gusto saving you time, headaches and money.


Gusto will help you with the following:


Set up Records for Withholding Taxes

The IRS requires you keep records of employment taxes for at least four years. It is also important to 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 your items reported on tax returns.


Federal Income Tax Withholding (FormW-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 either directly or via your payroll company.


Federal Wage and Tax Statement (FormW-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 Form W-2 for each employee to whom they pay a salary, wage, or other compensation.


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 January 31 of the year following the reporting period.


*See Appendix ii for a sample copy of Form W-4



Depending on the state where your employees are located, you may be required to withhold state income taxes. Visit your state tax agency for further information.


Step 3: Employee Eligibility Verification (Form 1-9)

Federal law requires employers to verify an employee's eligibility to work in the United States. Within three days of hiring an employee, employers must complete an Employment Eligibility Verification Form, commonly referred to as an 1-9 Form, and, by examining acceptable forms of documentation supplied by the employee, confirm the employee's citizenship or eligibility to work in the United States. Employers can only request documentation specified on the 1-9 form. Employers who ask for other types of documentation not listed on the 1-9 form may be subject to discrimination lawsuits. Gusto will help remind you to do this. However, because this form requires proof of necessary form(s) of identification, you'll need to finish the form and file it in Gusto on your own.


Employers do not file the 1-9 with the federal government. Rather, an employer is required to keep an 1-9 form on file for three years after the date of hire or one year after the date of the employee's termination, whichever comes later. The U.S. Immigration and Customs Enforcement (ICE) Agency conducts routine workplace audits to ensure that employers are properly completing and retaining 1-9 forms and that employee information on 1-9 forms matches government records. All U.S. employers are responsible for the completion and retention of Form 1-9 for each individual they hire for employment in the United States, including citizens and non-citizens.


*See Appendix iii for a sample copy of form 19.


Step 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 twenty days of their hire or re-hire date. Gusto will walk you through this process.


Visit the New Hires Reporting Requirements page to learn how to register with your state's New Hire Reporting System.


Step 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. Depending on the state your employees work in, this could be through a public Workman's Compensation program or a Private insurance entity. Your state will advise you on your rate and options. Visit your state's Workers' Compensation Office for more information on your state's program.


Step 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. Please visit the State Taxes page for links to your state's agency.


Step 7: Obtain Disability Insurance (IfRequired)

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 live 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 Recurses Humanos / Department of Labor and Human Resources

  • Rhode Island - Rhode Island Dept of Labor and Training


Step 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 and their websites. Visit the Workplace Posters page for specific federal and state posters you'll need for your business.


Step 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 Tax Return. Small businesses with annual income tax liability of $1,000 or less may file IRS Form 944, Employer's Annual Federal Tax Return instead.


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.


New and existing Sugar Sugar franchisees should consult IRS' Employer's Tax Guide to understand all their federal tax filing requirements. Visit your state tax agency for specific tax filing requirements for employers.


Step 10: Get Organized and Keep Yourself Informed

Being a great Sugar Sugar franchisee doesn't stop with fulfilling your various tax and reporting obligations. Maintaining a healthy and fair workplace, providing benefits, and keeping employees informed about Sugar Sugar Franchise Systems, LLC's policies are key to your franchise's success. Here are some additional steps you should take after you've hired your employees:


Set up Record-Keeping

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 record-keeping requirements as well. Therefore, it's good practice to set up a secure, organized system for maintaining all personnel records.


Tax Record-KeepingGuidance

Gusto will have resources and tools aimed at helping employers maintain their tax records. Any current or former employee who needs forms, past payroll information or anything relating to payroll should consult their account.


Labor Record-KeepingRequirements

Employment laws such as the Occupational Safety and Health (OSH) Act, the Fair Labor Standards Act (FLSA) and the Family and Medical Leave Act (FMLA) have certain record-keeping and/or reporting requirements. Sugar Sugar's built-in booking system allows for easy click in/out and sales information. Consult your Sugar Sugar franchisee guides for easy answers.


Adopt Workplace SafetyPractices

The Occupational Safety and Health Administration's (OSHA) Quick Start tool provides a clear, step-by-step guide that helps you identify many of the major OSHA requirements and guidance materials that may apply to your workplace.


Understand Employee BenefitPlans

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. See the U.S. Department of Labor's Employment Law Guide's chapter on Employee Benefit Plans for more information.


Best ManagementPractices

Sugar Sugar is a new concept and, therefore, has a base decorum we expect from all managers. In order to blaze our trail, we must all be held to the highest standards of management. The U.S. Small Business Administration's Guide to Managing Employees provides sound guidance on hiring, motivating and directing employees.


Apply Standards that Protect EmployeeRights

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 to avoid error and a lawsuit. See the Employment Law Guide's chapter on Laws, Regulations and Technical Assistance Services for more information and FirstStep Employment Law Advisor for advice on federal requirements. Also, visit the Equal Employment Opportunity Commission (EEOC) and Fair Labor Standards Act (FLSA).



Adequate labor levels will depend on the volume of sales at your Sugar Sugar. Volume will vary by time of day, day of the week and may also be weather dependent. We typically have spikes dependent on the warmer or cooler weather: when it is cooler, clients will come in for facials (ex: mom/daughter or couples), while in the spring and summer we see more sugaring and tanning. We suggest you take this into account when laboring up for various seasons.


While labor will vary from day-to-day, a 26-31% labor level (give or take a few percentage points) should be your target. Your labor number will start at 100% in the morning and quickly decrease as time goes on and sales are rung into your POS. We find that business generally picks up as the days progress. The 10am-1pm market is usually a “rebooking market.” The “short-notice” booked appointments will fill in as the day progresses. For this reason, it's best to book appointment with the FIRST AVAILABLE times, leaving no service gaps or “sedentary” time. Leave more room in the afternoon where possible. Additionally, it may be necessary to recognize when sales are slower than normal so you can let staff members go home if they are not needed for that shift.


Service Rooms

Regardless of volume at any given time, your objective is to make sure that Sugar Sugar service rooms and common areas are always extremely clean to ensure the highest level of customer service. At least 50% of the positive reviews our location(s) receive are about how clean the facilities are. Remember you are paying your staff during sedentary times, so staff should always be doing something productive. Cleaning, studying product details or helping today's client buying proclivities are all example of positive, business-related activities for sedentary staff. In slower times, several rooms can be closed. On any particularly slow day, it is not uncommon for one esthetician to work a full day with only the help of Front of House.


*We've identified only TWO stations/positions at Sugar Sugar. They are as follows:

Front of House(“ FoH”)

Front of House is an extremely active position that oversees ringing up and checking out customers, rising and greeting customers as they enter the shop, keeping an eye on the stocking/merchandising and cleaning esthetic rooms and doing laundry when needed. There may be a need for two FoH presences. During these times, sedentary sugarists or management can help.



This position is a support role for the sugarist, though not subservient to the sugarist. When not answering the phone, it is extremely important to keep your Sugar Sugar clean in order to ensure the best experience for customers. Customers will not return to your shop if they feel the shop is not 'clean'. Front of House should monitor the store’s cleanliness by making 'laps' around the store with a cordless phone. Starting at the front, they should examine the ground for dust, towel fuzz and debris. FoH should then move outside through the front door, checking the store's appearance from the outside. Because of traffic, Sugar Sugars can get messy everywhere - fast. Spills and messy areas can easily form on your rebooking bar, bar stools, floor, chairs, checkout station(s), bathrooms, etc. It is your utmost responsibility to be sure the shop remains tidy and gives a great first impression for those curious about our superior service. Consult the FoH Best Practices manual in the portal for additional useful information on this position.



This individual is positioned throughout the store and is trained in the FoH position as well. The sugarist is the service provider responsible for sugaring hair removal, tan, vegan lash extensions and organic facials.


There may also be times where a sugarist can work FoH on slower days. However, it is important that the front is never left unattended while every service provider is in a room. We want a presence for walk-ins and curious passers-by.


If your state allows it, it is best if every Sugar Sugar employee can DEMO sugaring hair removal. Consult your state cosmetology board to find an answer. But the easier it is for prospects to feel the Sugar Sugar difference, the more sales and conversions you will notice. No one should ever leave Sugar Sugar without having been demo-ed; NO ONE.


*For a detailed map of the employee stations, please refer to Appendix iv.



When your shop is slow, you may only need 2 individuals to handle the store’s duties. When the shop is busy, you may need upwards of 6 employees plus a manager. It is our recommendation to hire for the following when first starting out:


Weekdays M-W (full day shifts): 1-2 Sugarist(s) plus a Manager or FoH (if not you)

Weekdays Th-F (full day shifts): 2-3 Sugarists plus a Manager or FoH (if not you)

Weekends Saturday (full day shifts): 2 Sugarists plus a Manager or FoH (if not you)

Weekends Sunday (full day shifts): 1-2 Sugarist(s) plus a Manager or FoH (if not you)


It may be wise to shorten the shifts of one of your sugarists in the morning if they are not completely booked. Remember, you will want to allow more time in the afternoons for call-ins and walk-ins. It is often wise to start one sugarist at 10am and a second at noon or 1pm, and then have them BOTH work until closing.


The goal is to incentivize sugarists when it comes to re-bookings and finding their own clients. The more their books are full, the more hours they will receive.


Once you’re open for a few days, you will get a better gauge on where you can limit staff and where you will need to add more. Volume levels vary by store, time of day, day of week, weather, etc. It is your responsibility to refer to your sales reports to determine patterns of low and high volume, and then adjust staff accordingly.

*See Appendix v for a mock labor schedule.


The Hiring Process

Sugar Sugar's difference is its people. So, whom to hire will be the most important decision(s) you make at your Sugar Sugar. Only after you are in compliance with all the necessary requirements previously stated will it be time to hire employees. The key steps to finding the right person to fill a position in your company include:


Determining your need to hire a newemployee

Are you properly utilizing your current schedule? Do you know what needs to be done? Can your business growth support a new employee?


Conducting a thorough job analysis

What are the job's essential functions and key performancecriteria? Because we are so unique, Sugar Sugar hires from within whenever possible. Do you have any internal candidates within Sugar Sugar who understand our culture?


Write a job description and job specification for the position based on the job analysis

(Sugar Sugar Franchise Systems, LLC may have help for you with this.)


Determining the salary for the position, based on internal and external equity

Is the salary comparable and proportional with the salaries and responsibilities of other positions inside your company as well as similar positions out in themarketplace?


Deciding where and how to find qualified applicants

What are the recruitment techniques to be used? What is the time frame for conducting your search? Remember,advertisingisnottheonly,ornecessarilythebest,waytorecruit.


Collecting and reviewing a fair amount of applications and resumes and then selecting the most qualified candidates for furtherconsideration


Interviewing the most qualified candidates for the position based on the job's description andspecification

Is the candidate a licensed esthetician? NOTE: Hiring licensed estheticians will provide you more flexibility in scheduling lash services. Hiring a licensed esthetician will provide you with a candidate who is skin-passionate, allowing for knowledgeable organic airbrush tanning and enhanced retail product sales.


The Tiered Approach

There are four tiers to getting hired at Sugar Sugar. Typically, it takes a special person to get hired at Sugar Sugar. We've found for every 100 resumes, approximately three candidates will become Sugar Sugar employees. For this reason, it is important to have a lot of applicants. You can increase your applicants by reaching out to esthetic schools in advance of your hiring and establish relationships with their placement managers. In chronological order, the tiers are as follows.

  • Research Resume

  • Phone Interview

  • Face-To-Face Interview

  • Working/Shadow Interview


Conducting Successful Resume Research - What toDo:

  • Checkreferences and social media profiles.

  • Hire the most qualified and positive person for thejob.


Conducting a Successful Phone Interview - What toDo:

  • Prepare in advance for theinterview

  • How are the candidate's phone skills? Was the candidate eager? Cordial?

  • Has the candidate heard of Sugaring Hair Removal? Where? How is the candidate's passion for natural esthetics?

  • Review the jobdescription.


Conducting the Successful Face-To-Face FIRST Interview - What toDo:

  • Prepare in advance for theinterview

  • Know what qualifications and characteristics you want in a candidate before you begin the interview. Think about your successful past hires.

  • Know the job and its responsibilities. Review the jobdescription, specification and requirements.

  • Prepare a list of prioritized and measurable criteria you want, either in the form of a worksheet or other method, for analyzing and comparing thecandidates.

  • Prepare a list of standard questions concerning the candidate's skills, abilities, goals and past work performance that you want him/her toanswer.

  • Thoroughly convey Sugar Sugar's culture to EACH candidate.

  • Review the candidate's resume prior to theinterview.

  • Set specific appointment times and reasonable timelimits. The first interview should not exceed 30 minutes.

  • Beprepared tojustifytheuseofanyrequiredemploymenttest.Typically,themostlegally defensible tests are those that involve a piece of thejob.

  • Collect pertinent information during theinterview

  • Sincepastbehaviorpredictsfuturebehavior, lookforthecandidate'sbehaviorpatternsas you collect information. For example, has the candidate enjoyed big picture work or detailed analysis more? Is he/she more of a generalist or more of a specialist? Oftentimes, by listening to how the candidate responds to your questions about previous jobs, you will be able to get a very good idea of what their behavior will be like in the future.


Try not to offer too much detailed information about the company up front so the candidate is able to formulate their own answers. Don't put the right words in his/her mouth. Remember, the candidate (hopefully) wants the job and will be looking to say the right things to impressyou.


Ask questions that focus on the candidate's past performances. For example, if the job, such as an office manager, demands an individual who is well-organized and handles paperwork easily, you may want to ask, "How do you keep track of your own schedules and desk work in your currentposition?"


Ask specific, structured questions regarding specific problems that the jobholder may face. Focus on past behavior and the results of the candidate's actions in a situation. For example,, you may ask "As an associate out on the floor, you may encounter an unhappy customer. Have you had any experience dealing with difficult customers? Who was the most difficult customer you had to deal with? What was the situation? How did you resolve theproblem?"


How to Look:

  • Notice how well the candidate listens and responds to the questionsasked.

  • Note the candidate's choice of words and non-verbal behavior. Are they answering your questionsclearly?

  • Listen to the questions the candidate asks. Clarify the reasons why the questions are being asked. Notice which questions he/she asks first as they may be his/her primary concerns.

  • Takedetailedhandwrittennotesconcerningjobrelatedtopicsthatwillhelpyoudistinguish the candidates from one another (especially if you will be conducting severalinterviews).

  • Record information pertaining to the set criteria that will help in the evaluation of candidates.

  • Organize and analyze the information immediately after the interview while your memory is fresh. Don't try to remember everything; it's impossible. One idea is to rate each candidate on each of the criteria immediately following theinterview.

  • You represent Sugar Sugar. Look and act professionally during theinterview.

  • Dressappropriately.

  • Avoid appearing bored andfatigued.

  • Set a businesslikeatmosphere.

  • Structure the interview and inform the candidate of the structure. Let the candidate know you will be focusing on past work history and that you will be taking a lot ofnotes.

  • Provide information on the company and the job to eachcandidate.

  • Treat all candidatesfairly.

  • Use your list of standard questions during each interview so that you treat the applicants equally and so it is easier to compare the applicants..

  • Refer to the criteria for analyzing candidates. Ask questions regarding the jobcriteria.

  • Keep all questionsjob-related.

  • Do not ask discriminatingquestions.

  • Show a genuine interest in every candidate youinterview.

  • If possible, have at least one other person meet and/or interview candidates who are finalists. They should also rate the candidates on each of the criteria; ultimately, all interviewers should compare their ratings and discuss any discrepancies. Having more than one interviewer helps control personalbiases.


How to Conduct Yourself:

  • Be courteous andrespectful.

  • Conduct the interview in a private place away fromdistractions.

  • Begin the interview ontime.

  • If possible, conduct the interview withoutinterruptions.

  • Allow sufficient time for theinterview.

  • Appreciate the candidate'saccomplishments.

  • Do not patronize thecandidate.

  • Do not argue with thecandidate.

  • Thank the candidate for his/her time andinterest.

  • Facilitate opencommunication.


Important to Remember

Not every interviewee will win the job at Sugar Sugar.,but every interviewee is interested in esthetics and should be treated as a client lead. Sugar Sugar Phoenix and Scottsdale have converted many interviewees who didn't get the job into long-term clients.


  • Immediately attempt to establish a rapport with the candidate by breaking the ice. For example, ask about their experiences in a particular industry or geographical location (refer to his/herresume).

  • Promote a relaxed environment with free-flowingconversation.

  • Do not dominate the discussion by talking too much. Many experts use an 80/20 rule in which you talk 20% of the time and the candidate talks 80% of thetime.

  • Politely probe the candidate for information by asking open-ended questions that will provide insight into the candidate's values andtraits.

  • Ask structured questions that will require some thought on the part of the candidate.

  • Listen carefully to the candidate's answers. If they do not provide you with specific results, probe until theydo.

  • Explain the selection process to the candidate. Offer realistic time frames and stick to yourword!


The Successful Interview - What Not to Do:

The following list is comprised of subject matter that is widely regarded as off-limits for discussion in an interview by employment experts. Most of these subjects relate directly to federal and state employment laws. Legislation covering equal employment opportunity is extensive and complex. Check the federal and your state's laws and guidelines. Remember, state laws vary. In an interview, or on an employment application, do not ask the following types of questions:

  • Concerning the age of the candidate; be careful using the words “over qualified” with older candidates.

  • About their arrest record; this is different from convictions. In most states it is permissible to ask if the candidate has ever been convicted of acrime.


Things to Learn About:

  • About race orethnicity.

  • Concerning the candidate's citizenship of the U.S. prior to hiring (it is permissible to ask, "Will you be able to provide proof of eligibility to work in the U.S. ifhired?")

  • Concerning the candidate's ancestry, birthplace, or native language (it is permissible to ask about their ability to speak English or a foreign language if required for thejob.)

  • About religion or religious customs orholidays.

  • Concerning the candidate's height and weight if it does not affect their ability to perform thejob.

  • Concerning the names and addresses of relatives (only those relatives employed by the organization arepermitted.)

  • About whether the candidate owns or rents his/her home and who lives with them. (asking for their address for future contact isacceptable.)

  • Concerning the candidate's credit history or financial situation. In some cases, credit history may be considered job-related, but proceed with extremecaution.

  • Concerning education or training that is not required to perform thejob.

  • Concerning their sex or gender. Avoid any language or behavior that may be found inappropriate by the candidate. It's his/her standard of conduct that must bemet.

  • Concerning pregnancy or medical history. Attendance records at a previous employer may be discussed in most situations as long as you don't refer to illness ordisability.

  • Concerning the candidate's family or marital status or childcare arrangements (it is permissible to ask if the candidate will be able to work the required hours for thejob.)

  • Concerning the candidate's membership in a non-professional organization or club that is not related to thejob.

  • Concerning physical or mental disabilities (asking whether the candidate can perform the essential job duties is permitted.)The ADA allows you to ask the applicant to describe or demonstrate how they would perform an essential function(s) when certain specific conditions are met. Check the law or consult with an attorney before movingforward.

  • Remember, when in doubt, to ask yourself if the question is job-related; if not, don't ask!

  • If possible, ask for and check references. Even though you may not get a complete picture of the candidate, you'll at least be able to verify employment history.


Advanced Tips:

  • Contact all of the candidate's previous employers listed on the resume or application.

  • Have more than one person interview anapplicant.

  • Ask the candidate questions that directly relate to thejob.

  • Have every employee complete a job application and make it clear that giving false information on the application is grounds fortermination.


Conducting the Successful WORKING (Second) Interview – What toDo:

If the first interview goes well, your next step will be to see how the candidate works in your store. A working interview is 2-4 hours. The candidate will shadow with an employee while you oversee the working interview.


Things to look for in the working interview:

  • How does the candidate work in a fast-paced environment?

  • How proactive and assertive is the candidate?

  • How does the candidate work with other employees?

  • How eager is the candidate to learn?

  • Sugar Sugar is a new brand, while sugaring hair removal is a new concept. We are built around people who want to change esthetics as we know it. To do this, we have to constantly work to educate ourselves. This is the type of person you will be looking for.

*Consult your state's labor laws to insure working interviews are allowed in your state.



Sugar Sugar handles all job applications online. However, we recommend applicants BRING in their resume in person. This will weed out many of the “shot gun” resume types. You'll also be able to circumvent step two if the candidate passes. Should the candidate also pass Step 1, you'll be able to bring the applicant in for a face to face (Step 3) interview. If you sense this candidate may be an asset to your business, refer to Appendix vi for a printable Job Application. You can have this candidate fill out your application right there on the spot.

CHAPTER6: CompanyPolicies

Employee Handbook

Sugar Sugar's policies are listed below. You, as a franchisee, are free to institute additional policies within your own store as long as they are considered acceptable practice by the Department of Labor in your area. An Employee Handbook will be provided for you to distribute to all employees. Have each new employee thoroughly read through the Handbook and sign the back page. Keep one copy of the signed page in your store and allow the employee to keep the other. This will be confirmation that each employee has read through the Handbook, understands its contents and agrees to adhere to those policies throughout their entire term of employment.


Disciplinary Procedures

For workplace offenses, employees typically receive a “verbal” first notice, followed by a “written” second notice), preceded by a “final written” third and final notice, and, lastly, termination. However, depending on the offense, a Sugar Sugar employee can be terminated for a first offense. After an employee receives all three “strikes”, you or your location administrator will have a detailed summary of each offense which you can then cite as reason for termination.


If there is one major instance of employee misconduct that warrants termination, document as much of the incident as possible, retain any and all evidence and let the employee go. A “Three Strikes Document” should be introduced whenever you or your location administrator(s) feels that a violation of company policy has occurred and is serious enough to warrant consideration of possible employee termination.


*NOTE: Some states may require final paycheck (less taxes) to be paid immediately in these instances. Other states require final wages (less taxes) to be paid in 24 hours. And some states only require final wages to be paid on or by the next resulting normal pay period. Consult your state's Department of Labor for guidelines and DO NOT DIVIATE. Covering your tracks will not only most likely protect you from legal liability, but it will also help you retain the “hearts and minds” of your current staff.


*See Appendix vii for a sample of the 3 Strikes Document


Sugar Sugar is Located Within an At-Will Employment State

The original Sugar Sugar(s) were opened in Arizona. Arizona is an At-Will Employment state. At-Will means the Company does not offer tenure or any other form of guaranteed employment. Either the Company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice. If your Sugar Sugar is located in an at-will state, you will need some language similar to the language below defining the employment contract between you and the employee.Please consult the Department of Labor in the state of your Sugar Sugar to determine whether your state is an At-Will Employment state or not.


At-Will Offer Letter Language

“This employment At-Will relationship exists regardless of any other written statements or policies contained in the Handbook or any other (YOUR COMPANY HERE) documents or verbal statement to the contrary. The guidelines below are not a contract and do not impose any legally enforceable obligation on our part. We hope that your employment will be a great experience for you and (YOUR COMPANY HERE). Please understand that continued employment is never guaranteed for any employee. As a (YOUR COMPANY HERE) employee, you are employed at-will. This means that we do not offer tenure or any other form of guaranteed employment. Either you or (YOUR COMPANY HERE) can terminate the employment relationship at any time, with or without cause, with or without formality, with or without notice.

No one at (YOUR COMPANY HERE), except (YOUR COMPANY HERE) partners, have the authority to change this policy of at-will employment. This policy is the sole and entire agreement between you and (YOUR COMPANY HERE) as to the duration of employment and the circumstances under which employment may be terminated. While we may elect to follow its “Three Strikes” procedure, (YOUR COMPANY HERE) is in no way obligated to do so. Using progressive discipline is at the sole discretion of the company in an employment at-will workplace. In the event of conflict between this disclaimer and any other statement, oral or written, present or future, concerning terms and conditions of employment, the at-will relationship confirmed by this disclaimer shall control, unless an express term is set forth in a written agreement signed by you and the aforementioned (YOUR COMPANY HERE) Partners.

The employment at-will relationship is not affected by merit, seniority or performance evaluations. Please understand that a positive performance evaluation does not guarantee an increase in salary, a promotion or even continued employment. Performance evaluations are conducted for the limited purpose of providing both you and your Manager/Supervisor with the opportunity to discuss your job tasks, identify and correct weaknesses, encourage and recognize strengths and discuss methods for improving your performance.

Terms and conditions of employment with (YOUR COMPANY HERE) may be modified at the sole discretion of (YOUR COMPANY HERE) with or without cause or notice at any time. No implied contract concerning any employment-related decision, term or condition of employment can be established by any other statement, conduct, policy or practice.

Examples of the types of terms and conditions of employment that are within the sole discretion of the Company include, but are not limited to, the following: promotion; demotion; transfers; hiring decisions; compensation; benefits; qualifications; discipline; layoff or recall; rules; hours and schedules; work assignments; job duties and responsibilities; production standards; subcontracting; reduction, cessation, or expansion of operations; sale, relocation, merger, or consolidation of operations; determinations concerning the use of equipment, methods, or facilities; or any other terms and conditions that the Company may determine to be necessary for the safe, efficient, and economic operation of its business."



Sugar Sugar is a progressive company with progressive policies. In compliance with applicable laws, Sugar Sugar strives to provide a working environment free from harassment of any type for its employees based on race, creed, color, national origin or ancestry, religion, sex, age, veteran status, physical or mental disability, marital status, medical condition, sexual orientation, or any other non-work related basis as protected by federal, state or local law. All such harassment is unlawful and will not be tolerated.


Sexual harassment includes many forms of offensive behavior, and is not limited to making unwanted sexual advances or requests for sexual favors where either (1) submission to such conduct is made an explicit or implicit term or condition of employment; (2) submission to or rejection of such conduct by an individual is used as the basis for employment decisions affecting such individual; or (3) such conduct has the purpose or effect of substantially interfering with an individual's work performance or creating an intimidating, hostile or otherwise work environment. Whether a particular behavior constitutes harassment may depend on the circumstances. The following is a partial list of examples:

  • Unwanted sexualadvances.

  • Offering employment benefits in exchange for sexualfavors.

  • Making or threatening reprisals after a negative response to sexualadvances.

  • Visual conduct such as leering, making sexual gestures, displaying sexually suggestive objects or pictures, cartoons orposters.

  • Verbal conduct such as making or using derogatory comments, epithets, slurs,sexually explicit jokes, or comments about an employee's body ordress.

  • Verbal sexual advances orpropositions.

  • Verbal abuse of a sexual nature including graphic verbal commentary about an individual's body, sexually degrading words to describe an individual, or suggestive or obscene letters, notes, orinvitations.

  • Physical conduct such as touching, assault, or impeding or blockingmovements.

  • Retaliation for reporting harassment or threatening to reportharassment.

  • Sexual and other forms of harassment are unlawful and may result in discipline up to and including termination. Harassment may also subject personal civil and/or criminal liability.


This policy applies equally to men and women, to same-sex and opposite-sex relationships, to supervisor-subordinate relationships, and to peer relationships. Depending on the extent of the Company's exercise of control, it may also apply to non-employees, such as customers, vendors, and other visitors.


If you believe that you have been subjected to sexual or other forms of harassment, or if you believe that you have observed the harassment of another employee, you must immediately report the incident to Sugar Sugar corporate offices. Your complaint should be as detailed as possible, including the names of individuals involved, the names of any witnesses, direct quotations when language is relevant, and any and all documentary evidence (notes, pictures, cartoons, etc.).


If you believe you have been subjected to harassment, you are encouraged to confront the offending person and ask him or her to stop. However, you should not attempt to personally resolve incidents involving others that you observe or hear about from others though you must report them. It is the responsibility of the Franchisee to investigate all such claims and take appropriate disciplinary action.


To the fullest extent possible, any investigation will be handled in confidence. We cannot promise anonymity to persons who report harassment or participate in any investigation, but we will not tolerate retaliation against any individual who brings a harassment complaint. Filing a false or bad-faith complaint, however, is prohibited and may result in discipline up to and including termination.


Sugar Sugar's complaint procedure provides for (i) an immediate, thorough and objective investigation of any claim of unlawful or prohibited harassment, (ii) appropriate disciplinary action against one found to have engaged in prohibited harassment and (iii) appropriate remedies for any victim of harassment. After the investigation is completed, a determination regarding the reported harassment will be made and communicated to the employee who reported the harassment and to the accused harasser(s). The Company will not knowingly permit any retaliation against any employee who reports prohibited harassment or who participates in an investigation.


Any employee of Sugar Sugar, whether a coworker or manager, who is found to have engaged in prohibited harassment is subject to disciplinary action up to and including termination of employment. Managers who knew about harassment and took no action to stop it or failed to report the harassment to an appropriate company official may also be subject to discipline up to and including termination of employment. The Company does not consider conduct in violation of this policy to be within the course and scope of employment or the direct consequence of the discharge of one's duties. Accordingly, to the extent permitted by law, the Company reserves the right not to provide a defense or pay damages assessed against employees for conduct in violation of this policy.


If you have any questions concerning this guideline, you should contact Sugar Sugar Franchise Systems, LLC corporate for clarification.


Equal Opportunity Employer

Sugar Sugar and its franchisees always provide equal opportunity in all of our employment practices to all qualified employees and applicants without regard to race, color, religion, gender, national origin, age, disability, marital status, military status or any other category protected by federal, state and local laws. This policy applies to all aspects of the employment relationship including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, training and social, and recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis. To assure that promotional decisions are in accord with this policy, only valid requirements for promotional opportunities are imposed.


Sugar Sugar has also established general principles intended to govern the conduct of all employees. These principles are general in scope. They are not intended to, and will not, cover every situation. Instead they are the Company's basic philosophy of conducting business lawfully and with integrity.


We provide qualified employees with disabilities reasonable accommodation as required by law, unless doing so would create an undue hardship on the Company. All qualified applicant(s) or employee(s) with a disability must contact their manager and request an accommodation. This will allow Sugar Sugar to provide accommodations in order to perform said employee's essential job functions.


IMPORTANT: You must report an instance of unlawful discrimination to Sugar Sugar corporate regardless of whether you or someone else is the subject of the discrimination.Detailed reports must include name(s) and descriptions of the actual events or statements. Any documents providing support must also be submitted. These details will greatly enhance Sugar Sugar's ability to investigate. Sugar Sugar Franchising Systems, LLC will conduct an investigation. Sugar Sugar prohibits any and all retaliation for submitting, in good faith, a report of unlawful discrimination and for cooperating in any investigation. You will find more on this within the “Whistle Blower Protection” section later. Any employees, including managers, who retaliates against the accuser or those involved in the investigation may be disciplined up to and including termination. Sugar Sugar Franchising Systems, LLC reserves the right for litigation in such egregious instances.


If the investigation determines that prohibited discrimination or other conduct in violation of Company policy has occurred, the Company may take disciplinary action. This may include termination of employment against those who engaged in this misconduct. The Company may also evaluate whether other employment practices should be added or modified in order to deter and prevent that conduct in the future.



Sugar Sugar strives to provide a safe working environment for all employees. The costs of workplace violence are great, both in human and financial terms. We believe that the safety and security of Sugar Sugar employees is paramount. Therefore, the Company has adopted the following policy regarding anti-violence, which applies to all Sugar Sugar locations throughout the United States.


It is prohibited to possess a weapon, threaten another individual with bodily harm or assault another individual at any time while on Company property. It is prohibited to possess a weapon while engaged in Company business regardless of the location. Acts or threats of physical violence, including intimidation, harassment, and/or coercion, that involve or affect the Company or that occur on Company property or in the conduct of Company business off Company property will not be tolerated. This prohibition against threats and acts of violence applies to all persons involved in Company operations including, but not limited to, Sugar Sugar employees, contract workers, temporary employees and anyone else on Sugar Sugar property or conducting Company business off Company property. Violations of this policy, by any individual, will lead to disciplinary action and/or legal action as appropriate.


If you are threatened or witness a threat of bodily harm, you must report it immediately to Sugar Sugar corporate. If you receive a threat while off Company property and not in the course and scope of your employment with the Company, you must still report the threat to Sugar Sugar corporate if you have reason to believe that the threat may be carried out on Company property or while you are engaged in Company business.


If you are assaulted or witness an assault, you must report it immediately.


If you are aware that an employee or customer has possession of a weapon while on Company property or that another employee has a weapon while they are engaged in Company business, regardless of whether they are on Company property, you must report it immediately to Sugar Sugar's corporate office.


This policy is intended to bring Sugar Sugar into compliance with existing legal provisions requiring employers to provide a safe workplace; it is not intended to create any obligations beyond those required by existing law.



Sugar Sugar is committed to providing a safe and healthy work environment for team members, customers and visitors. Sugar Sugar will provide reasonable safety information to team members about workplace safety and health issues through internal communication channels. Each team member is expected to obey safety rules and to exercise caution in all activities. Team members who violate safety standards, cause hazardous or dangerous situations, or who fail to report or, where appropriate, remedy such situations, may be subject to disciplinary action up to and including employment termination.


Whistleblower Protection

An employee's discovery of events of a questionable, fraudulent or illegal nature or those in violation of this policy should be reported immediately to Sugar Sugar's corporate office. A whistleblower as defined by this policy as an employee who reports an activity that he/she considers to be illegal or financially irregular. The whistleblower is not responsible for investigating the activity or for determining fault or corrective measures; appropriate management officials are charged with those responsibilities.


If an employee has knowledge of or a concern of illegal or financially irregular activity, the employee must contact the Franchisee who will be responsible for investigating and/or coordinating corrective action. The employee must exercise sound judgment to avoid baseless allegations. An employee who intentionally files a false report of wrongdoing will be subject to disciplinary action up to and including termination.


Whistleblower protections are provided for two important reasons: confidentiality and protection against retaliation. The confidentiality of the whistleblower will be maintained for as long as possible. However, identity may have to be disclosed to conduct a thorough investigation, to comply with the law and to provide the accused individuals their legal rights of defense. Sugar Sugar will not retaliate against a whistleblower. This includes, but is not limited to, protection from retaliation in the form of an adverse employment action such as termination, compensation decreases, poor work assignments and threats of physical harm.


Investigations of Current Employees

All Company property is subject to inspection and search, with or without notice at any time. While on Company property, employees' personal belongings including any vehicles, bags, purses, briefcases, and clothing are also subject to inspection and search, with or without notice.


The Company may find it necessary to investigate current employees where behavior or other relevant circumstances raise questions concerning work performance, reliability, honesty, trustworthiness or potential threat to the safety of coworkers or others. Employee investigations may, where appropriate, include investigations of criminal records including appropriate inquiries about any arrest for which the employee is out on bail. The employee is required to appear at any investigative meetings and provide accurate and truthful information during the investigation.


To the extent permitted by law, you authorize the Company to conduct searches of personal property on any of our business premises in connection with any workplace investigation.


Employees subject to an investigation are required to cooperate with the Company's lawful efforts to obtain relevant information and may be subject to disciplinary action up to and including termination for failure to do so.


Substance Abuse

Sugar Sugar is a progressive company who recognizes it has a compelling interest in maintaining a safe, healthy and productive work environment for our employees, guests and visitors. Therefore, the sale, purchase, use, consumption or possession of alcohol (except at, or in connection with, Company-sponsored events given that you are of legal drinking age) and controlled substances/drugs or drug paraphernalia of any kind on Company property or while engaged in Company business, regardless of location, is prohibited and may result in disciplinary action up to and including termination of employment or this Franchise Agreement. Distribution, sale, manufacture, or purchase - or the attempted distribution, sale, manufacture or purchase - of an illegal drug, intoxicant or controlled substance during working hours or while on premises owned or occupied by the Company is prohibited and may result in discipline up to and including termination of employment or this Franchise Agreement.


Likewise, reporting to work or your franchise impaired by alcohol or controlled substances/drugs of any kind is prohibited, as is the use of alcohol or controlled substances/drugs before work and during any break or during mealtime so as to influence, in our judgment, your ability to work. As used in this guideline, "controlled substance/drug" includes prescription drugs.


Prescription drugs may be used while at work only consistent with a physician's prescription and only when a physician has granted you permission to use or consume the drug in question while at work, and as long as it does not affect the employee's ability to perform his/her duties. Employees required to take prescription drugs that may affect their performance, judgment or ability to work safely must report this to you, the Franchisee. Sugar Sugar reserves the right to immediately terminate employment if an employee is required to take prescription medication(s) that will result in him/her not being able to perform his/her job duties.


If Sugar Sugar has a suspicion that an employee has violated any of the above prohibitions, the Company may require the employee to undergo drug or alcohol testing in accordance with the federal, state, and local regulations relating to the location of employment. In addition, Sugar Sugar may require drug or alcohol testing if an employee contributes to a work-related accident or sustains a lost-time injury in the course of his or her employment.


If you have problems arising out of substance abuse or dependency, you are encouraged to seek counseling. If we have reason to believe you are dependent upon alcohol or any controlled substance, and if your possible dependency creates or increases safety risks or negatively affects work performance or conduct, Sugar Sugar may, at our discretion, require that you undergo and successfully complete a treatment program as a condition of your continued Franchise Agreement.


Any employee suspected of possessing an illegal drug, intoxicants or a controlled substance is subject to inspection and search, with or without notice. Any violation of the Company's substance abuse policy, including having a positive drug-test result, may lead to disciplinary action up to and including employment termination.


Any failure to comply with this substance abuse guideline may result in discipline up to and including employee termination or termination of your Franchise Agreement.


Electronic and Telephone Systems

You provide electronic systems (like computers, telephones, Point-of-Sale and voice mail) and access to these systems for the use by your employees to assist in the conduct of business. These systems are provided to employees for the benefit of the company and its customers, vendors and suppliers. Franchisees and employees should use these systems with the understanding that all of these systems and all of the information created, conveyed or stored in or through them is the property of Sugar Sugar Franchising Systems, LLC.


These systems are provided for business purposes only. Communications transmitted through them should always be professional and courteous and should only contain information that would be communicated face-to-face. Likewise, messages sent over the internet from Sugar Sugar's facility or equipment may be transmitted with the Company name attached. Accordingly, you must treat internet e-mails as if they were sent on firm letterhead and refrain from using unprofessional or discourteous language. Voice mail and e-mail are to be used for non-confidential business contacts. Any confidential business should be conducted through telephone conversations and/or meetings rather than through electronic messaging.


The personal use of Company electronic systems is not appropriate. Note that certain messages may be electronically stored so that, even when deleted by the recipient, they can be retrieved. Please be aware that unauthorized or improper use of computer system is prohibited, as is the installation of any unauthorized software. The Company reserves the right to retrieve and read any message composed, sent or received. Employees may access only messages, files or programs, whether computerized or not, that they have permission to enter. All IT policies and procedures must be followed at all times.


We reserve the right, at any time, for any reason, and without notice to or consent of users, to access all information conveyed or stored anywhere on any of our electronic systems, including telephone calls and electronic mail messages, even if the information has been password protected or encrypted. We may use the information obtained for any legal purpose, including disclosure to third parties, subject only to applicable law, but otherwise in our sole discretion. We may exercise this right in the course of an investigation or as we deem necessary to locate substantive information that is not more readily available by some other less intrusive means. We may disclose the contents of any electronic communication sent to or received by any employee and may use information regarding the number, sender, recipient and address of messages sent over the electronic mail system for any purpose.


Employees have no right to privacy as to any information or file transmitted or stored through the company's computer systems, voice mail, electronic mail or other technical resources.


Misuse of electronic communications systems is serious misconduct and may result in discipline up to and including employment termination or termination of your Franchise Agreement.


Use of Personal Communication Tools

It is essential while at work that employees focus on their job performance. Use of cellular phones, pagers, two-way pagers, Blackberry devices, PDAs or other communication devices is prohibited by employees on the clock. Use of these devices is allowed during employee breaks and in the back-of-house only. At all other times, these devices must remain in employee lockers.


Electronic Recording in the Workplace

No employee may secretly or otherwise tape, film or electronically or mechanically record, or cause anyone to do so, any other employee, including without limitation, supervisory or management personnel. Such recording has a detrimental effect on candor and the free expression, exchange of ideas in the workplace and causes mistrust among employees. In addition, no employee or client may secretly or otherwise tape, film or photograph any of the Company's facilities, areas, sugaring rooms or any other operations. Recording of this information via video will be regarded as recording Sugar Sugar Franchising Systems LLC's Intellectual Property and may result in a lawsuit. Violation of this policy will result in disciplinary action up to and including immediate termination of employment.


Employment ofRelatives

There are three instances where it is prohibited for a person to be employed by the Company when a member of that person's immediate family is also employed by the Company. For purposes of this section, "immediate family" and "relative" is defined to include spouse, live-in partners, parents, children, siblings, grandparents, cousins, aunts, uncles and in-law relatives. This policy covers biological relationships, marriage relationships, and step relationships.


Employment of relatives is strictly prohibited under the following circumstances:

  • Where one family member would directly or indirectly exercise supervisory, appointment or dismissal authority over, or have the authority to impose disciplinary action to, another familymember.

  • Where one family member would audit, verify, receive or be entrusted with moneysreceived or handled by another family member;or

  • Where one family member would have access to Company payroll, personnel or other type of confidentialinformation.


In addition, no employee with hiring authority shall hire a member of his or her immediate family for employment with the Company. Failure to comply with this policy may result in disciplinary action up to and including employee termination.


If two employees become related while working for the Company, they will both be allowed to remain with the Company. However, if one of them supervises the other, only one of the employees will be allowed to keep his or her current position. The other will either have to transfer to another position or leave the Company.


Fraternization and Prohibited Relationships

Sugar Sugar is aware of the fact that friendships, romantic relationships and sexual conduct between co-workers, even if consensual, can create conflicts of interest and may also contribute to or result in inappropriate workplace conduct ranging from distraction from work-related duties to illegal sexual harassment.


To minimize these problems and help ensure a productive, professional workplace, romantic relations and sexual conduct between employees are strictly prohibited under the following circumstances:

  • Where one employee would directly or indirectly exercise supervisory, appointment, or dismissalauthorityover,orhavetheauthoritytoimposedisciplinaryactionasto,theother;

  • Where one employee would audit, verify, receive or be entrusted with moneys received or handled by the other;or

  • Where one employee would have access to Company payroll, personnel or other type of confidentialinformation.


In addition, as to relationships not encompassed by the preceding prohibition, under no circumstances shall any employee engage in flirting, sexual horseplay, or romantic or sexual conduct while on Sugar Sugar premises or during either participant's work hours. If you are aware of any situation or event that violates this guideline, you are required to take action immediately.


Any employee engaging in conduct prohibited by this guideline may receive discipline up to and including termination and may also subject the employee to personal civil and/or criminal liability.



Sugar Sugar has established rules, applicable to all employees, to govern solicitation and distribution of written material during working time and in working areas, as well as entry onto the premises and work areas. All employees are expected to comply strictly with the following rules:

  • No employee shall solicit or promote support for any cause or organization during working timeorduringworkingtimeoftheemployee oremployeesatwhom theactivityisdirected.

  • No employee shall distribute or circulate any written or printed material, including e-mail, in work areas during working time, or during the working time of the employee or employees at whom the activity is directed;and

  • Under no circumstances are non-employees permitted to solicit or to distribute written material for any purpose on Sugar Sugar property. This includes allowing non-employees to set up or leave "counter cards" or any other printed material promoting other businesses, organizations orcauses.


Outside Employment

Sugar Sugar's methods and Intellectual Property are highly sought in an extremely competitive industry. Because of Sugar Sugar Franchising Systems, LLC's obligations to its customers, the Company must be aware of any concurrent employment any employees may have to determine whether or not it presents a potential conflict.


Serving on any public or government board or commission qualifies as employment for purposes of this policy, regardless of whether such service is compensated.


Before beginning or continuing outside employment, employees are required to complete a questionnaire detailing the involvement with the other employer and to obtain the written approval of their managers. Failing to obtain prior approval as described may be cause for disciplinary action up to and including termination. Employees who are on leave of absence, including FMLA leave or Workers' Compensation leave, are prohibited from having outside employment during their leave.


Conflict of Interest

Employees must avoid any interest, influence or relationship which might conflict or appear to conflict with the best interests of Sugar Sugar. They must avoid any situation in which loyalty may be divided and promptly disclose any situation where an actual or potential conflict may exist to management.


Examples of potential conflict situations include:

  • Having a financial interest in any business transaction with Sugar Sugar.

  • Owning or having a significant financial interest in, or other relationship with, a Sugar Sugar competitor, customer or supplier.

  • Accepting gifts, entertainment or other benefit of more than a nominal value from a Sugar Sugar LLC competitor, customer or supplier.


Anyone with a conflict of interest must disclose it to management and remove themselves from negotiations, deliberations or votes involving the conflict. Any case where these conflicts are not reported may result in termination and/or further legal action.


Confidentiality Agreement

Sugar Sugar's Intellectual Property is highly sought after within the market. Information that pertains to Sugar Sugar business, including all nonpublic information concerning the Company, its vendors and suppliers, is strictly confidential and must not, under any circumstance, be provided, knowingly or otherwise, to people who are not employed by Sugar Sugar.


Ways to help protect confidential information, including trade secrets, customer lists and company financial information:

  • Discuss work matters only with other Sugar Sugar employees who have a specific business reason to know or have access to such information.

  • Do not discuss work matters in public places.

  • Monitor and supervise visitors to Sugar Sugar to ensure that they do not have access to company information.

  • Destroy hard copies of documents containing confidential information that is not filed or archived.

  • Secure confidential information in desk drawers and cabinets at the end of every business day.


Further, employees are never, under any circumstance, to provide personal contact information to Sugar Sugar clients. This includes email, phone numbers and social media accounts. Employees may not share their last names with Sugar Sugar clients. Employees are also never to provide referrals not approved by Sugar Sugar. Besides obvious confidentiality concerns, this will eliminate liability concerns and help with overall safety at Sugar Sugar.


Your cooperation is particularly important because of our obligation to protect the security of clients' and Sugar Sugar's confidential information. No divulging of Sugar Sugar information can be done without express, written consent of Sugar Sugar Franchising Systems, LLC.


Employee Performance Evaluations

Sugar Sugar believes it is important that your employees receive feedback regarding good performance and appropriate suggestions for improvement to help them perform their jobs to the best of their abilities. Consistent with this goal, you should attempt, subject to business demands, to evaluate employee performance on an ongoing basis and provide them with periodic written evaluations of their performance. Sugar Sugar suggests a performance evaluation program with thorough expectations and exact measures. You will find this document within www.SugarSugarUniversity.comcalled Sugaring Levels.


You should meet with your employees every month to track successes and define areas of work. In accordance with the “Sugaring Levels” document, conduct performance evaluations during the month of your employees' annual anniversary date.


Wage increases can be made at your discretion and will vary from market to market. They are, in fact, conducted separately from the Annual Performance Evaluation.


For any job description of any job classification, the following will universally be considered essential functions of the job (in addition to any others deemed essential by the Company) and will always be considered major factors in any performance evaluation: regular and reliable attendance; the ability to respond positively to direction and constructive criticism of performance; the ability to work productively and harmoniously with others on a consistent basis; and the consistence of a professional and appropriate demeanor. All written performance evaluations will be based on overall performance in relation to job responsibilities and will also take into account conduct, demeanor and the essential functions of the job.


In addition to the performance evaluations described above, you may conduct special written or unwritten performance evaluations at any time to advise employees of performance or disciplinary problems.



Because sugaring hair removal is a proficient skill, Sugar Sugar uses a tiered system based on four colored levels of expertise as it pertains to Sugaring hair removal and overall performance at Sugar Sugar for promotions. We encourage you to encourage your employees to learn all they can about their jobs and to communicate their goals to you, the Franchisee.


Vacation Time

Hourly employees are not eligible for paid vacation. Any time off is unpaid and prior approval by a manager is required. To accommodate client re-bookings, arrangements for shift coverage must be made five weeks advance for Sugarists. (See Shift Coverage Procedure Policy later). Front of House can cover shifts within three weeks.


Salaried Employees are eligible for vacation after 6 months of service. After the completion of 6 months of service, eligible salaried employees will be entitled to 1 week paid vacation in years 1 & 2. Eligible salaried employees will be entitled to 2 weeks paid vacation in year 3 and each year thereafter. All vacation time must be approved by you.


Employee Records

All statements made by employees on any employment record, including application for employment, must be true, accurate and complete. Inaccuracies or omissions on any such record, whether or not intentional, may result in discipline up to and including employment termination.


Employees should notify you if their legal name, address, telephone number, marital status, insurance beneficiaries, number of dependents or other pertinent information changes during their employment. They must also update this information in Gusto (if you choose to use Gusto).


Most employee records will be stored within the employee's Gusto account. Current employees may review their personnel file and request a copy of the records contained in that file, upon reasonable notice, during normal working hours. Any former Employee may request a copy of his or her personnel file but must do so in writing. As permitted by law, we reserve the right to require prepayment of duplication expenses by any present or former employee requesting personnel documentation. In addition, we reserve the right and have the sole discretion to require that files be reviewed only under observation by a Company representative.


Non-employees may not, except with specific written authorization, have independent access to personnel files. Generally, such access would be granted only as required by law (e.g. in response to a subpoena, summons, or request for information from a federal administrative or law enforcement agency). No information will be provided to non-employees if the request is made via telephone.


Child Support Reporting Requirements

Federal and state laws require you to report basic information about new employees including name, address, and Social Security number to a state agency called the State Directory of New Hires. The state collects this information to enforce child support orders. If the state determines that employees owe child support, it will send you an order requiring you to withhold money from their paycheck to pay their child support obligations.


Pranks and PracticalJokes

Although we want your employees to enjoy their jobs and have fun working together, we cannot allow employees to play practical jokes or pranks on each other. At best, these actions disrupt the workplace and dampen the morale of some. At worst, they lead to complaints of discrimination, harassment or assault. Sugar Sugar is about positivity, growth and pushing one-another forward. If you have any questions about this policy, contact Sugar Sugar's corporate office. Employees who play pranks or practical jokes may face disciplinary action up to and including termination.


Leave Without Pay

Depending on the state, employees may be eligible for several forms of unpaid leave including personal leave, leave under the Family and Medical Leave Act, pregnancy leave and military leave. To the extent permitted by law, we reserve the right, in our sole discretion, to modify, withdraw or deviate from the following guidelines without prior notice.


Employees qualify for leave without pay if they meet two criteria: 1) they have been employed by you for at least twelve months and 2) they have worked at least 1,250 hours in the twelve-month period immediately preceding the start of the leave. These criteria may vary by state. Please consult your local Department of Labor for guidelines in your area.


Except in emergencies, or as required by law, all requests for leave without pay must be submitted at least thirty days in advance, in writing, and must be approved by you. Requests for leave without pay must set out expected departure and return dates. Appropriate documentation such as medical recommendations from a licensed physician, military order, court orders or other affidavits are required as evidence of need for these leaves. Anticipated departure and return dates will be subject to approval by you. Whether requests for leave without pay will be granted is a matter within the discretion of the Company or as required by law.


In circumstances deemed appropriate, you may, in your discretion, require any employee on or applying for unpaid leave to submit to an independent medical examination conducted by a physician selected by you. They will be notified whether their leave request is granted or denied. If they are granted leave, they must comply with the terms and conditions of the leave, including keeping in touch with you during their leave and giving prompt notice if there is any change in their return date. Upon return from an unpaid leave of absence, they will be credited with the full employment status that existed prior to the start of the leave. However, you cannot guarantee the same number of working hours will be provided. Acceptance of other employment or application for unemployment benefits while on leave shall be treated as a voluntary resignation from employment.



Sugar Sugar works with organic ingredients and natural beauty products and supplies. Naturally, these products are not immune to pathogens. No Employee knowingly sick or infected with a communicable disease that can be transmitted through air or touch or who is a carrier of an organism which causes such a disease shall be allowed to work in any capacity where there is likelihood of such employee contaminating any surface or product.

It is the responsibility of each employee to notify the manager on duty for his or her shift that they are sick and unable to work. If the sickness lasts more than one day, the employee must call in every day. Excessive or unusually high number of call-in for being sick may result in termination of duty. Please adhere to state laws regarding sickness policy in this regard.


Paid Sick Time Policy

In accordance with the state of Arizona, Sugar Sugar Phoenix, LLC and Sugar Sugar Scottsdale, LLC have a Paid Sick Time policy. Employees are able to “cash in” paid sick time hours they've accrued during times of illness. Gusto can help you with sick policy accrual per employee.


Depending on your state, when sick Sugar Sugar employees will be able to claim payable hours of missed employment. Each state is different. In Arizona, employees accrue one hour of available sick time for every 30 hours worked. Employees receive a maximum of 24 paid hours of sick time a year. Hours not used are rolled over to the following year. Employees will not be able to receive compensation for sick time after leaving Sugar Sugar. In addition, new employees will start accruing sick time immediately. They will be able to utilize their accrual after 90 days with the company.


All are subject to change with the law. Be extremely careful to follow your state's paid sick time laws. Consult your state's labor board to learn more.


Workers' Compensation

You will grant a workers' compensation leave to employees with occupational illnesses or injuries in accordance with state law. As an alternative, you may try to reasonably accommodate such employees with modified work. Leave taken under the workers' compensation policy runs concurrently with Family and Medical Leave (FMLA) under both federal and state law.


Employees must report all accidents, injuries and illnesses to you no matter how small the injury may seem. If employees are seen by a health care provider for their injury, they must provide the Company with a certification from them prior to their return to modified work or reinstatement to work. You may be required to keep a list of approved physicians' names, addresses and phone numbers in the store in case an injury occurs and the employee requires immediate medical attention.


Workers' compensation leave is taken without pay. However, employees may utilize any earned vacation time during the leave. All such payments will be coordinated with any state disability, workers' compensation or other wage reimbursement benefits for which employees may be eligible. At no time shall employees receive a greater total payment than their regular salary.


Jury Duty

We understand that employees are required to serve on jury or witness duty when called, and we encourage full participation. An employee will be given time off if they are required to serve on jury duty. Payment for jury duty will be made in accordance with applicable state law. Verification from the court clerk of having served may be required and employees will be expected to report or return to work for the remainder of their work schedule on any day they are dismissed from jury or witness duty in accordance with applicable state law.


To qualify to receive pay for jury duty, employees must notify you within a reasonable amount of time after their jury duty notification is received. In addition, once their service has been completed, they must submit a copy of their notice to serve and acceptable proof showing dates and times of service. These documents must be presented to you before any pay is to be issued. Payment for jury duty varies from state to state, so check your local law.



If a salaried employee or hourly shift leader experiences a death in their immediate family, they will be given up to five paid days (1 day = 8 hours) off for the purpose of making any necessary arrangements and/or attending the services. While Sugar Sugar’s policy is to provide five paid days, the number of days will be determined by the location of the funeral and other considerations. All paid time off is to be taken in consecutive scheduled calendar days. "Immediate family" is defined as spouse, parents, children, siblings, grandparents and immediate in-law relatives. Permission to attend other funerals, requests for other types of bereavement leave and additional time off will be considered on a case-by-case basis and must be approved by you.


Employees shall not disclose to any person, firm, corporation or other entity outside Sugar Sugar any information relating to the Sugar Sugar's business such as, but not limited to, financial information or records, including audited and unaudited financial statements, financial statistics, handbooks, procedure manuals, tax returns, customer information, customer records, personal information regarding our employees or customers including telephone numbers, addresses and social security numbers, information concerning our computer processes, programs, codes or passwords, information regarding pending projects and proposals, and all other materials of a confidential nature obtained during employment with Sugar Sugar which is not known to the general public ("Confidential Information").


Any materials containing Confidential Information (including social security numbers) may not be discarded by employees as regular trash. Employees must ensure that Confidential Information is shredded, as appropriate, and only as authorized by you.


*Consult Sugar Sugar's Non-Compete, Non-Disclosure form for more detail.


Work Product Ownership

All Sugar Sugar Employees must be aware that Sugar Sugar retains legal ownership of the product of their work. No work product created while employed by Sugar Sugar can be claimed, construed or presented as property of the individual, even after employment by Sugar Sugar has been terminated or the relevant project has been completed. This includes written and electronic documents, audio and video recordings, system code and any concepts, ideas or other intellectual property developed for Sugar Sugar, regardless of whether the intellectual property is used by Sugar Sugar. Consult your state laws for more clarification.



As part of employment at Sugar Sugar, all employees and franchisees must sign and understand their likeness may be used to promote business in such content as photo, video and audio recordings for website, video media and social media. Every employee must sign and authorize Sugar Sugar the right (All Rights) to such usage. Employees must also authorize Sugar Sugar, without limitation, the right to reproduce, copy, exhibit, publish or distribute any such material and waive all rights or claims they may have against you and your Sugar Sugar and/or any of its affiliates, subsidiaries, or assignees other than as stated in this agreement.


When Employment Ends

After employment ends, an employee shall not communicate or divulge any Confidential Information to any person, firm or corporation outside Sugar Sugar. Immediately upon the end of employment, each employee shall return to Sugar Sugar all Sugar Sugar property and all Confidential Information in his or her possession or control including, without limitation, originals and copies of all Sugar Sugar records, graphics, computer programs and all other Sugar Sugar related materials.



During employment by Sugar Sugar, an employee shall not in any way, directly or indirectly, on his or her own behalf or on behalf of any other person, firm, corporation or other entity, render service or solicit business in competition with Sugar Sugar or engage in the research, development, production, writing or marketing of products or services in competition with Sugar Sugar.


In support of the above restrictions, an employee shall not agree with any person, firm, corporation or other entity to do anything which he or she is prohibited or restricted from doing by this policy or which is contrary to any obligation he or she has pursuant to any provision of the Employee Handbook.


Employee Compensation

In general, our philosophy is to "pay for performance". We want to recognize and reward good performance based upon work results. This means positive reviews, rebooking, product sales, staying busy, cleaning, etc.


Employee compensation is also determined based on our business needs and circumstances, pertinent job descriptions, qualifications and other factors that we deem relevant. Sugar Sugar is not required to adhere to any set salary scale and we may, at our discretion, deviate from the salary norms we have set within the Four Levels dynamic we have established, as circumstances require.


We may, at our discretion, adjust individual salaries and wages. Employees are never guaranteed a raise or, if given a raise, guaranteed that the raise will be in a certain amount. Though rare, we reserve the right to lower salaries based on market and competitive compensation or the performance of the company or employee. We reserve the right to consider any factor we deem relevant in determining whether an adjustment is appropriate, However, relevant factors may include the Company's business and financial needs and conditions, labor market conditions, job performance and conduct, and education and professional achievements.


Employees are paid every other week on Friday (except as required by state laws). Employees will receive an Earnings Statement with their check which shows the detail of how their pay was calculated. Your non-exempt employees who have recorded authorized overtime on the time clock will be paid overtime pay as required by law. If you have an exempt employee, you will not pay overtime for hours worked in excess of forty (40) per week. Their paycheck reflects total earnings for the pay period, as well as any mandatory or voluntary deductions from their paycheck. Mandatory deductions are deductions that we are legally required to take. Such deductions include federal income tax, Social Security tax (FICA) and any applicable state taxes. Voluntary deductions are deductions that the employee has authorized.


The work week starts Friday and ends the following Thursday.. Special scheduling requests should be discussed with you at least two weeks prior to the posting of any new schedule. Employees are required to clock in and out for every shift. Please be aware that employees are responsible for checking the accuracy of their paycheck. If an employee becomes aware of a lost check or irregularity, they must report it immediately to you. Any misrepresentation or omission on any payroll record, time card or other document relating to compensation, whether or not intentional, may result in disciplinary action up to and including termination.


Again, Sugar Sugar Franchise System's recommends you use Gusto for payroll accuracy.


Employment Categories

Each team member is designated either as exempt or non-exempt under federal and state wage and hour laws. Exempt employees are excluded from the overtime pay requirements of federal and state wage and hour laws. Non-exempt employees are entitled to overtime pay under the specific provisions of federal and state laws. A team member's exempt or non-citizens exempt classification may be changed only upon written notification by you.



Employees are encouraged to keep track of their tips. In addition to credit card tips, you may keep a 'tip envelope' near your PoS to collect tips. Check your state laws regarding allowances for your Sugar Sugar to assert claim to, right of ownership in or control over tips. All credit card tips are subject to a 2% deduction because of credit card processing fees. Employees are never to make a client feel obligated to tip nor are employees allowed to share client tip amounts with other Sugar Sugar employees. Check with the Department of Labor in your area for requirements on the handling of tips collected at the PoS.


Wage Garnishments

A wage garnishment is an order from a court or a government agency directing us to withhold a certain amount of money from an employee's paycheck and send it to a certain person or agency. Wages can be garnished to pay child support, spousal support or alimony, tax debts, outstanding student loans or money owed as a result of a judgment in a civil lawsuit.


If an employee is instructed by a court or agency to garnish an employee's wages, the employee will be notified of the garnishment as required by state law. Please note that we are legally required to comply with these orders. If an employee has a dispute or has concerns about the amount of a garnishment, they must contact the court or agency that issued the order.


Salary Advances

Do not make advances on salary.


Employment ReferenceChecks

To ensure that individuals who join Sugar Sugar are well-qualified, Sugar Sugar reserves the right to check the employment references of applicants. Providing inaccurate or incomplete information on a resume, application or related forms, or in any personal interview, is a violation of Sugar Sugar policy and will disqualify the applicant for employment, or if employed, will result in termination from employment.



Employees are not entitled to severance pay upon separation from the Company, irrespective of the circumstances of the separation. If, at your sole discretion, you decide to grant severance payments, these payments shall be determined by you at the time of separation.


We always expect employees to perform their job duties to the highest of business standards. We will not tolerate improper or insubordinate conduct. We therefore reserve the right, in all instances, to impose disciplinary action up to and including termination, with or without prior notice.


Whether or not your performance, conduct or behavior warrants disciplinary action is within the judgment and discretion of Sugar Sugar, as is the appropriate type of disciplinary action including warnings and notices or progressive discipline prior to termination.



Sugar Sugar is based on an exceptional level of customer service. We are a customer service business first and a sugaring spa after. As such, you must set such a tone. You must treat all guests, visitors and other employees with the highest degree of respect, courtesy, kindness and loyalty. Collectively, we are in the "people business" and it is of the utmost importance that you maintain a friendly, courteous and cooperative attitude while at work.


Employee Dress and Grooming

Sugar Sugar is a beauty business. Employees represent Sugar Sugar and are expected to dress and groom themselves in a professional manner that is appropriate for their duties. We reserve the right to prohibit employees from wearing any article of clothing, any hair style or other adornment that is deemed, in our sole discretion, as inappropriate. Employees ordinarily will be sent home to correct the problem and may, in addition, be subject to disciplinary action up to and including termination.


Clean, non-slip, rubber sole shoes with a closed toe arerequired. Employees should always wear a Sugar Sugar employeeshirt.


It is NOT OK to wear any of the following at work: - ragged, torn, un-hemmed, and/or excessively faded pants or shorts, skirts or skorts. Please follow the “Dress Policy” section below to learn more of what to expect from your employees.


Dress Policy

Appropriate spa attire is required. Suppliers and customers visit our office every day and we want to put forth an image that makes us all proud to be Sugar Sugar LLC employees. Be guided by common sense and good taste. Specific business standards are required.


Sugar paste may be bought at cost from Sugar Sugar. No sugaring will be performed during operation hours unless permitted by management. The following are a list of dress requirements:


  • Sugar Sugar shirts are to be worn with black, boot cut yoga pants.

  • Hair must be tied back.

  • Nails should be of decent length and manicured.

  • Makeup should be natural and appropriate for day time; no glitter makeup.

  • No open toed shoes.

  • No excessive jewelry such as dangling earrings, necklaces or bracelets. Earrings can be no longer than jaw line.


  • No offensive or vulgar tattoos.

  • Hair shade must be a natural color. Any other colors must be approved by management.

  • No head bands or bandanas.

  • Absolutely no perfume may be worn by any Esthetician at any time. Essential oils are permitted.


Sugar Sugar Shirts

We charge $18 per shirt to NEW employees and $7 for additional shirts for current employees. You can read more about this under “Uniform” further along in the manual.


Piercings, Tattoos and Make-up

Our goal is to develop a business that reflects the community we serve. You may find some of your clients are from a generation where tattoos and piercings are not looked upon as favorably. Because of that, you may require, at your own discretion, that employee piercings be removed and tattoos be covered. In any event, jewelry, piercings and make-up must be used in moderation.



Hair must be well groomed and present a professionalappearance. Hair must be tied back. For men who make appearances on the sales floor, facial hair must be neatly trimmed and meet your local and state health department requirements.


Personal Hygiene

Employees must wash and sanitize hands prior to their shift, whenever they change clients, change job assignments, after any break and after using therestroom. Keep fingernails neatly trimmed and clean. Nail polish and sculptured nails may be prohibited by your local estheticdepartment. Employees must shower, use deodorant, brush teeth, keep hair clean,etc. No scented perfumes/colognes/aftershaves are allowed.



Sugar Sugar Franchise Systems, LLC requires all employees to conform to the uniform policy while working at a Sugar Sugar location or representing Sugar Sugar at events. Each employee will be provided one t-shirt for $18. Additional t-shirts will be $7. Sugar Sugar will not replace shirts for free for any reason.


Employees should sign a Uniform Agreement which states that an employee agrees to reimburse the company for their uniform shirt(s) on their first paycheck.


Sugar Sugar Scottsdale in Arizona provides zip-up, loaner sweatshirts for the time(s) of year when air-conditioning makes the store(s) very cold. Those hooded sweatshirts are never to leave the store(s). The Uniform Agreement should state that the employee agrees to return the loaner sweatshirt upon termination of employment or else the cost of such sweatshirt will be withheld form their last paycheck.


Sugar Sugar Franchising Systems, LLC suggests a Uniform Agreement document should you provide any loaner clothing such as sweatshirts.


Cell Phones

Cellular phone usage on the service floor is strictly prohibited. Employees caught using mobile devices on the floor may face disciplinary measures not unlimited to termination as seen fit by supervisors. Phone charging is also not permitted by Sugar Sugar. Cords and cables at Sugar Sugar are for the purposes of the business and may not be used for personal charging purposes.


Sugar Sugar Franchising Systems, LLC requires all employees, prior to clocking in, to place their personal cell phones in their designated locker. Cell phone use is prohibited during working hours unless on break or permitted for a specific time by management.


Tobacco Use

Smoking, or the use of any tobacco product, is prohibited within Sugar Sugar and anywhere within view of our guests. Tobacco use is allowed only during an authorized break and only in a designated area determined by you, the franchisee. Designated smoking areas must be in compliance with all local, state and federal health codes.


All smoking employees MUST take appropriate measures to insure neither they, nor their breath, hair or clothing smells of tobacco product when they return to work.


Threatening, Abusive or Vulgar Language

We expect our employees to treat everyone they meet through their jobs with courtesy and respect. Threatening, abusive and vulgar language has no place at Sugar Sugar. It destroys morale and relationships, and it impedes the effective and efficient operation of our business.


As a result, we will not tolerate threatening, abusive or vulgar language from employees while they are on the work site, conducting Company business, representing Sugar Sugar in any way or attending Company related business or social functions. Employees who violate this policy will face disciplinary action up to and including termination.



For the sake of optimization and efficiency, Sugar Sugar books appointments back-to-back whenever possible. All employees must leave viable parking for our patrons at the front of every location.



Non-exempt employees should report to work no more than five (5) minutes prior to their scheduled starting time nor should they stay more than five (5) minutes after their scheduled ending time, unless with a scheduled client or otherwise authorized in writing by their immediate supervisor. Employees are not permitted to make up lost time. Lateness shall be recorded and employees will only be paid for time worked.


Altering, falsifying, tampering with time records or recording time on another employee's time record may result in disciplinary action up to and including termination of employment. Under no circumstances will "voluntary" time be considered.


Work Schedule

Managers will create the work schedule and post in online for all employees to view. It will be within the PoS element. Staffing needs and operations demands may necessitate variations on start and end times, as well as variations in the total hours that may be scheduled each day and week.


Sugar Sugar does it's best to allow as many vacations/times off as staff needs.


Attendance & Punctuality

Every employee is expected to attend work regularly and report to work on time.


If the employee is unable to report to work on time for any reason, they are required to call the store manager and Sugar Sugar as far in advance as possible. If employees do not call in an absence in advance, it will be considered unexcused. Employees must call before 8am on the day of their shift so the Manager can inform the on-call employee.


Unsatisfactory attendance, including reporting late or quitting early, may be cause for disciplinary action up to and including discharge.


On Call Option

Having an on-call option will provide your store flexibility in the event of sickness, absence or an unforeseen circumstance preventing a scheduled employee from making it to work for a shift. This will allow management to schedule the on-call as necessary and prevent not having enough estheticians for our clients.


At every opportunity, management should be proactive in phoning clients to let them know their regular Sugarist is out for the day and instead the client will be seeing the on-call employee.


Procedure forAbsences, Latenessor Early Departures

When, for any reason, an employee is unable to report to work or will be late, it is the employee's responsibility to contact his or her immediate supervisor, or another appropriate manager, no later than 8am of that day. Employees are required to call in themselves each day they are out, unless incapacitated. Leaving a message with a fellow employee is not acceptable.


Sugar Sugar requires a justifiable reason for each absence as well as advance notice, where practicable, for any absence, lateness or for leaving work early. Unless otherwise stated by state labor laws, Sugar Sugar reserves the right to request a physician's note or verification.


If it is necessary for an employee to report to work late or leave prior to normal departure time, permission from the immediate supervisor is required.


Poor attendance and excessive tardiness are disruptive. Either may lead to disciplinary action up to and including termination of employment.


Shift Coverage Procedure Policy

It is the responsibility of the employee to get all shifts covered should they be taking vacation(s) or advanced time off. Employees getting shifts covered must inform the store manager for his/her approval. Coverage details should be posted on the Shift Coverage Sheet so managers are aware of who should be reporting to work on any every shift.


Sugar Sugar stores this information in Asana, a task management software.



Employees will generally receive 50% discounts for sugaring hair removal. Sugar Sugar Scottsdale/Phoenix also provides direct family members with a 10% discount.


Additional discounts should be applied for promotions only. All promos should be individually added in the booking software so they can be tracked. Occasionally we will allow a merchant neighbor discount for employees or managers of neighboring businesses. These discounts will be given by you or your manager only and will be given with discretion, keeping in mind that all discounts impact the bottom line.


In addition, no unauthorized discounts for services, product or any other item may be given away to vendors, delivery people, salespeople, other employees, friends or family. This will be considered theft.


This also goes for “extra service – extra tip” propositions within the sugar rooms. Often employees will be asked by patrons to do small additional services not within the specific body area allocated to that service.An example would be a client booking an appointment for a bikini wax and them asking for the belly-strip additionally. Adhering to any additional unauthorized discount is considered pilfery and is grounds for termination. There are a number of ways to spot extra service granting:

  • Clients cancelling services AFTER they've stepped out of the room.

  • Using more sugar than normal.

  • Clients asking to speak to a specific Sugarist.

  • A Sugarist being the only one who is booking a specific appointment for a specific client.

  • The client's Sugarist is adamant about checking the client out themselves.

  • Be sure to monitor your staff's tips regularly to watch for large, unaccounted for spikes in percentage of tips.


Break Periods

Employees are entitled to a 15-minute paid break for every three hours of work.


Employees who work a shift of 6 or more hours must take a 30-minute unpaid break for meals during each shift.


Breaks may be scheduled at staggered times to allow department coverage. The time of an employee break is subject to change to accommodate clients, other employees, etc. Laws governing the duration of meal periods or "breaks" may vary by state. Check with your local Department of Labor for the laws in your area.


Personal Beverages

Any personal beverage such as water, coffee, energy drinks, etc. consumed by an employee on-duty must have a lid as per local and state health ordinances and cosmetology board laws. In addition, any beverage consumed on the clock must be done so in the employee room, away from computers and peripherals, and out of sight from customers.


CHAPTER 7: Store Operations & Maintenance

The Sugar

Our brand of sugar paste is Cubed Sugar LLC. It is supplied in a 1KG jar. Cubed Sugar LLC offers six types of paste:

  • Sugarlicious

  • Aloe Monsoon

  • Sugar Bare

  • Coco Kissed

  • Sugar Rush

  • Berry Nectar


When storing your sugar, unbox and store jars at room temperature in a locked cabinet. Allocate 4 jars of each paste per location for staff usage. The remaining sugars should counted, logged into inventory and locked up.


Tracking your product usage is very important. Accountability of all esthetic products and incoming shipments will be the responsibility of the owner/ operator/ management. Attached is the form used to track and manage all products. For example, when a case of sugar paste arrives, carefully review the included invoice and make sure the products match the order history. Next set all the Sugar Bare(s) aside. On the bottom of each jar write SB1, SB2, SB3 etc. with a permanent marker. Then take a highlighter and mark those jars as accounted for on the inventory log sheet. Keep four jars of the Sugar Bare on the floor and store the rest.


Product accessibility is a must for the daily flow of a Sugar Sugar Esthetician and each of them are responsible for logging their usage. A three-ring binder will be kept near the products. When an Esthetician needs to grab a new jar of Sugar Bare, they will grab a jar from the Access Cabinet, open the binder, flip to the Sugar Bare section, then date and initial both the jar and the inventory log sheet. Once the jar is empty, the Esthetician will log the return date in the Inventory Log Book and place the empty sugar jar in his/ her designated bin. The manager will account for all the empty products in the Esthetician(s) bins against the log.


Please check the quality of your sugar paste upon arrival. The sugar should be a light to golden yellow/ brown color. Ensure there are no crystals on your sugar paste. Finding crystallization is rare, however it can happen. Early detection of crystallization is important. Please take an image of the problem and email corporate so a replacement can be shipped.


Weekly Ordering of Supplies

In order to keep your new Sugar Sugar location sufficiently stocked and operating in the most efficient manner possible, it is critical to engage in proper inventory management practices. You will need to determine, based on sales volume, how much sugar, cotton rounds and paper goods you will need on hand at any given time without having too much of any of above sitting around on your shelves for too long. In order to do this, you will need to keep an eye on which supplies get used faster than others and order replenishment stock in a timely manner. Figuring out how much of any given supply is called 'establishing a par' for that item. For example, if you notice over time that you typically go through 6 jars of Sugar Bare paste between deliveries, then you know that you will always need to have roughly 6 jars of Sugar Bare on-hand. We have included a sample Order Guide for you to use on a weekly basis which will allow you to keep track of what you ordered last order date, what you have remaining in the store and thus how much you need to order this time around to reach your 'par' for that item.


If you receive a delivery and any item is not up to your standards of satisfaction, do not open the item or write on its packaging. Call Sugar Sugar corporate office right away and make arrangements for the item to be picked up and/or sent back with the delivery driver to receive proper credit for the unsatisfactory item.


Opening, Closing, and Weekly CleaningList

In order to keep consistency in the way you open, close and maintain your shop on a daily, weekly and monthly basis, we recommend you develop an Opening List, Closing List and regular interval Cleaning Lists (weekly, monthly, etc.). This will allow you and your employees to understand exactly what is expected of them when opening the store to begin a sales day, as well as when closing at the end of a sales day. Walk through your store, write down all the things that need to be done prior to opening and create a space next to each task where the employee(s) can write their initials. This creates a virtual 'check-list' for the employee(s) to follow. This also allows you to hold employees accountable if they miss a task or perform a task in an unsatisfactory manner. You can keep your list in a sheet protector and use dry-erase markers to initial a task once it's been completed. The sheet protector and dry erase markers allow you to erase and reuse the list repeatedly without having to print off a new list each day. Both Sugar Sugar Scottsdale and Phoenix use a free daily organizer called Asana. It will keep your store organized and free of extra paper and clutter.


*See samples of Opening, Closing and Weekly Cleaning lists.


Music in the Store

The radio station that is broadcasting in the front of house should remain on an easy listening adult contemporary station at all times. The volume should be left at a moderate level where customers will not need to strain to hear it and will not have to shout to communicate with one another. Absolutely no curse words; search for “clean” playlists.



The floors in both the front-of-house and back-of-house should be mopped once a week or if any other circumstance requires that a spill be cleaned up. Proper techniques for mopping are to fill the mop bucket half way with warm water, add one cap-full of bleach, submerge the mop in the mop bucket, ring the mop dry in the self-ringer, then move the mop in a back and forth motion until the soiled area is clean or until additional water is required to clean the soiled area.


Hand Washing

Employees should clean their hands and exposed portions of their arms for at least 20 seconds while using the following procedure: vigorous friction on the surfaces of the lathered fingers, finger tips, areas between the fingers, hands and arms for at least 20 seconds, followed by thorough warm running water and finished with a thorough drying of the clean arms and hands.


Employees should clean their hands and exposed portions of their arms immediately:

  • After using the restroom.

  • After coughing, sneezing, using a handkerchief or disposable tissue, using tobacco, eating or drinking.

  • After touching bare human parts except for cleaned hands and cleaned, exposedarms.

  • After handling soiled utensil orequipment.

  • After emptying trashcans.

  • After any activity that may soil thehands.


Cutting of Chocolate Bars

When prepping sample chocolates for clients, be sure to use one cut-resistant glove on your 'non-knife' hand and one vinyl glove on your 'knife' hand. This will keep the foods you are prepping sanitary as well as protect you from nicks and cuts. Cut resistant gloves are not cut-proof. If used correctly, they will prevent some cuts and accidents but will not prevent all accidents. Please use the utmost care when handling knives or sharp objects of any kind.


Have employees sign a Cut Waiver in which the employee agrees to wear a cut-resistant glove whenever handling knives.


*See sample for a copy of the Cut Waiver.


Each chocolate bar contains 5 sections. The correct procedure for cutting the chocolate bars is as follows: Each individual section needs to be cut into 4 smaller sections and placed in pink paper cups to be distributed on a tray. The extra chocolates need to be stored in the fridge. At the end of the day, return the chocolate tray to the fridge to ensure freshness. All food containers shall be labeled and dated. All storage areas shall be kept clean at all times.



Washing of towels and linens shall be done daily. All linens will be white. Wash the linens in cold water with bleach and fragrance-free detergent. All linens will be dried in the store dryer without fabric softener. All laundry will be timed so that no wet towels will be left in a washing machine overnight and no dryers are to be running when the store is closed and unoccupied. All employees are expected to participate in daily washing duties.


Washing of Dishes

All dishes, utensils or any other soiled item will be washed and laid out to dry on a clean linen overnight. Use warm water and dish soap. all items should be washed with the provided scrubber, rinsed and dried.


Disinfecting Esthetic Instruments

All esthetic instruments must be washed with warm water and soap after usage then placed in a container of medical grade barbacide for a minimum of 15 minutes. After the allotted time, remove the item, rinse thoroughly and set out to dry on a clean linen. Items that must be placed in barbacide after usage include mascara wands, dry brushes, extractor tools, microdermabrasion tips, brushes, tweezers and scissors.


Guest Experience

We are a business that strives to create a fun, welcoming and professional environment; a place where people come to receive an outstanding service, are greeted with a warm smile and leave knowing how much we appreciate their business. You are part of this "family" and your friendliness is a key to our success and a key to creating a memorable experience for our customers. Welcome customers as they walk through the door, be helpful in any way you can and be sure to thank every customer for coming. Remember customers have many choices when it comes to their beauty provider. It is our job to remind them each time we see them that they made the BEST choice.


Greet your guests as soon as they enter the store with eye contact and a smile. Be sincere and friendly. If it is someone’s first time in say “Welcome to Sugar Sugar!”. Ask them their first name, check them in and ask if they would like to use the bathroom or a bottle of water. If they would like to use the bathroom, get up and walk them back to the facilities and turn the light on for them. Make small talk by asking them about their plans for the day or compliment an article of clothing or nail color. Other ways of giving our guests a great experience include:

  • Look for any and all ways to be helpful, but notintrusive.

  • Handle your guest's special needs and complaints in a positiveway.

  • Introduce yourself to new clients/ walk-ins. Ask for their first name and address them by it. Explain our concept to newguests and be able to perform a sugar demo if needed.

  • Keep in mind that guests are watching your every move. Conduct yourself in such a manner under the assumption that they are judging everything you do...because theyare!

  • Genuinelythank yourguests by name. Share with them how much we appreciatetheirbusiness, wish them a wonderful day and let them know we look forward to seeing them in a few weeks.


Handling Customer Complaints

Even an occasional mistake can turn into a good customer experience if you respond immediately and effectively. The ability to handle complaints in a cool, collected and professional manner is a sign of great customer service. Problems are reduced when employees are equipped with the right tools and skills to handle complaints. Dealing effectively with displeased or angry customers is one of the most important challenges you will face as you work to retain and expand your customer base.


General Guidelines

The basic rule of thumb is franchisees and managers should do everything within reason to satisfycustomers. Ifin doubt, or if there is a question as to the validity of the information that thecustomer is providing, decide in favor of the customer. Acting quickly and reasonably prevents unnecessarily compounding thesituation/problem. Many emotional situations can be resolved if customers feel that you and/or your managers are genuinely apologetic for any error orinconvenience they experienced.


Handling Level I Complaints

A Level I complaint is relatively minor and includes issues such as a wrong appointment booked or an Esthetician running a few minutes behind. These complaints can easily be handled by using the L.A.S.T. strategy outlined below: Listen, Apologize, Solve, Thank.


Recognize and acknowledge the issue right away, apologize sincerely and offer the client a solution immediately. If a half arm was booked instead of a bikini line, make the change and let them know it will not happen again. If your Esthetician is running late, which could very well happen, tell them the truth. Find out from the Esthetician how much longer they will be and keep the client updated. Let them know you have placed a ($5 to $10) credit on their treatment for the inconvenience today and we try to always run on time. What is important is that the customer is truly satisfied and that you retain the customer's loyalty. Work not only to resolve the cause of the complaint, but to also regain the goodwill and the loyalty of the customer.



Active listening means that you are paying attention to what the customer is saying. When people feel listened to, their defenses come down. Always use eye contact and stay calm when interacting with customers. When a customerpresents you with a complaint, keep in mind that the issue is not personal; he or she is not attacking you directly, but rather the situation at hand. The following can help you interact with unhappy customers:

  • Do not interrupt and wait until the customer has finishedtalking.

  • Acknowledge the problem.

  • Get all the facts.

  • Prepare to solve the problem.


After listening carefully to the customer's concern, ask any questions that are necessary to further clarify the situation. Also ask, "How may I take care of this problem for you?" This shows your commitment to solving the problem. This creates instant rapport and furthers the image that your Sugar Sugar is a friendly, helpful place.



There are times when it makes sense to apologize, and other times when it does not. It is proper to apologize for minor incidents, inconsistent service, etc. Use common sense and remember that the purpose of the apology is to acknowledge a mistake so that it may be resolved.


Remember apologizing preserves the relationship with the customer and leads to better reviews/customer feedback scores. The following can be helpful when apologizing:

  • Use direct eyecontact.

  • Use a softer tone of voice.

  • Be kind

  • Say, “I am sorry”.

  • Remember:

  • If the client interrupts while you are speaking, wait until they are finished beforeresponding.

  • Be sincere and meanit.

  • Avoid using the word “policy” whenever possible.



Most problems can be easily solved if handled immediately. To ensure the customer's needs are being met, it is important to find out how he/she wants the situation solved.


Say, “I understand your frustration and I want you to love Sugar Sugar. I want to do what is right and fair.” Listen to their response and be prepared to offer what will make things right between you. Remember the following:

  • Ifyou can solve it, doso.

  • If you cannot solve it, explain why to the customer and find another solution. Find ways to sayyes.

  • Askopen-ended questionstogetthe customertodescribewhatthey are thinking.

  • Ask, "If we can do X, Y, Z, would that resolve this situation?"

  • Behonest;ifyoucan'thelp,thensaysoandexplainwhy.

  • Guide the conversation in a solution-orienteddirection and makethesolutionhappen.


Thank Your Customers

Customers bring you problems so that you can improve your operation. This gives you an opportunity to make your crew and facility better. No one likes to hear the bad news, however you will learn from it and knowing your weaknesses gives you power. Because of this, it is important that the customer is thanked for bringing the problem to your attention. When thanking them, be sincere, use eye contact, use their first name and approach them with a calm tone of voice. You can say, "Thank you for bringing this problem to my attention. We strive each day to get it right and I am sincerely disappointed knowing you are unhappy with us. However, we will continue to improve and appreciate all feedback. "


Handling Level II Complaints

Level II complaints include undesirable results from a service including missed hair, histamine reactions, an injury, a double charge, dissatisfied with a product and returns. Employees should listen to the customer's complaint, document all the information and pass it along to you or the on-duty manager to handle the complaint(s). In case of a client fall or injury, please have the customer fill out the Customer Incident Form. See the sample Incident Form. Scan/email the form to Sugar Sugar Franchise Systems, LLC after the customer leaves.



If a client complains about undesirable results from a service practice, use L.A.S.T. Remember, it is always easier to fix a client concern and retain them as a client versus finding a new client. Call the client only after researching the client's history, speaking to the Esthetician who performed the service and getting yourself organized. Remember, clients just want to be heard. Listen carefully and educate the client only if needed but make sure you are never scolding or preaching.


If it is a histamine reaction on the cheeks, which is very common, create common ground and apologize. You can say “Oh, that happened to me too for a while. But since I have been sugaring for years now, the reaction is less and less each time.”


If we missed hair, it's our mistake. Find a convenient time for the customer to come back in for a clean-up at no charge (usually cleanups are offered 4 days post treatment). You can also offer to place a $10 discount to their account for their next treatment.


If they did not like a product, take the return. Find out what they did not like and see if there is something better suited for them. Yes it will cost you money up front, but your goal is customer retention.


If the client likes how you handled the situation and knows you are interested in the well-being of their skin health, you will establish loyalty, trust and regular sales. Always thank the customer for the opportunity to make it right.


Level III Complaints

Level Ill complaints include fatality, serious injury, crime, workplace violence, unsolicited media inquiries and natural disasters. If appropriate, call your local emergency number. Instruct your managers to call you if you are not in the store for a serious emergency situation.


*See the Safety and Security chapter for details on dealing with serious emergency situations and mediaattention.


Refusal of Service

Sugar Sugar LLC’s are considered, by law, to be places of public accommodation and therefore must comply with state and federal anti-discrimination laws. We are not allowed to discriminate on the grounds of race, religion, gender and any other class that the government in your Sugar Sugar location has deemed protected.


Sugar Sugar may refuse service for any non-discriminatory reason. The following examples are representative of such situations:

  • Drunk, disorderly or offensiveconduct.

  • Customers not wearing a shirt or shoes.

  • Any customer who is sexually harassing or otherwise harassing employees orcustomers.


It is your responsibility to be aware of your local and state anti-discrimination laws. Any questions regarding these laws should be directed to an attorney. If your managers and employees have questions about situations in which refusal of service is appropriate, they should contact you immediately.


Quality of Operations

In our fast-paced boutique style spa, store fixtures, furniture and equipment can become dirty very quickly. Keep busy during down times by looking for things to clean in the work space, treatment rooms and restrooms.


Strictly follow sanitation and maintenance procedures.


Do not allow employees to congregate in the back of the house while on the clock. There should only be one, sometimes two people max, in the back of the house while clocked-in. Keep the chit-chat to a minimum as all employees should be performing their assigned duties and, when each has a "free moment", should be doing laps to identify all the things in the store and bathrooms that need to be cleaned and restocked.


In addition, keep all work areas well stocked and maintain proper rotation on sugar, products, esthetic goods and inventory. Properly operate and maintain all equipment. Do quality work when faced with new or unexpected situations. Respond positively to changes in policies and procedures. Accomplish the expected work during your shift.


Employee Experience

  • Pitch in to help other employees; practice good teamwork in order to better serve your guests.

  • Treat other employees with respect, using "Please" and "ThankYou".

  • Be positive and supportive of other employees and managers, asappropriate.


Employee Responsibility

Employees should:

  • Be on time and ready towork.

  • Be in a clean and well-groomed uniform.

  • Attend employeemeetings.

  • Do a task without beingasked.

  • Work without closesupervision.

  • Staylongertocoverunexpectedshiftneeds;beavailabletocomeinandwork when needed.

  • Worksafely.

  • Follow directions from yourmanagers.

  • Effectively communicate with other members of the store'steam.

  • Seek newskills.

  • Managers need to be active participants whileworking.

  • Managers need to pitch in and help with all store operating responsibilities, as well as keep an eye on employees, customers, machines and the general satisfaction of all customers.

  • Managersshould notbesittingintheofficenotparticipatingunlesstheyareengaged in an essential administrativefunction.


Sales and Profits

Know the Sugar Sugar catalog of products and sell menu items that build the guest's experience. Be cost-conscious and watch your waste.

CHAPTER8: Accounting

General Accounting Expectations

Sugar Sugar Franchise Systems, LLC expects your accounting information system to be set up to communicate the key financial data that helps management and operations make better decisions. Good accounting reflects a well-run business.


Retaining and Storing Records

Daily sales records should be stored in a secure area. These records may not be destroyed without prior written consent from Sugar Sugar Franchise Systems, LLC. You must advise Sugar Sugar Franchise Systems, LLC of the location of all original documents. Keep your records in a secure, offsite location. You may also want to consider online backup-service providers for back-office computers. All sales must never delete sales from the Point of Sale element without prior written consent of Sugar Sugar Franchising Systems, LLC. These providers automatically back up your data daily or even as soon as you save changes to critical files and folders. Data is securely stored and easily accessible.


You must retain materials from the following accounting procedures for at least five years:

  1. Daily POS Salesslips

  2. Bank depositslips

  3. Cashdisbursements

  4. Checkrecords

  5. Vendorinvoices

  6. Journal and generalledgers

  7. Order forms

  8. Payroll and reports of payments to contractors, including quarterly and annualreturns

  9. Refunds orexchanges

  10. Sales taxrecords

  11. Tax returns (must be retained for 7years)


Hiring an Accountant

A good accountant will set up your financial processing systems, provide bookkeeping support and prepare income tax returns. Most important, your accountant can advise you on details you need to know for your business including registering you for sales tax, setting up your books, handling employee taxes properly and many other financial requirements.


Carefully check the qualifications of potential accountants. The word "accountant" is not regulated; anyone can use the title of accountant and offer to prepare your financial statements and tax returns. Look for accountants with knowledge and training required to earn designations such as Certified Public Accountant (CPA), Chartered Accountant (CA) and Certified Management Accountant (CMA). If you are considering an accountant with one of these designations, do some research online and find out the level of qualification required to earn the designation and if those qualifications fit your needs. Ask for references (other clients of the proposed accountant) and speak to those references to find out how satisfied they are and if they have any concerns about the proposed accountant.


Hiring a Bookkeeper

We recommend you hire a qualified, competent bookkeeper to keep up your books on a day-to-day basis. Select a person who understands your business and can fully service your needs and handle the following duties:

  • Manage and maintain the general ledger;

  • Prepare the balance sheet, profit and loss statement and cash flow statements;

  • Reconcile bank statements, deposits and payments;

  • Track and enter invoices for Accounts Receivable and Accounts Payable;

  • Create ad-hoc reports to help manage the business; and

  • Double check labor costs per hour to assess labor costs in sedentary times versus peak times.


The following are samples of questions to consider asking a bookkeeper in an interview:


How much experience do you have?

Experience in this field is as important for the bookkeeper as it is for a CPA. This is because you want a bookkeeper who understands the parameters of your business and the potential pitfalls and problems.


How often do you backup your data and where is the data stored?

Be certain the bookkeeper you use regularly backs up your data and stores the backup offsite.


How are your rates calculated?

Just as with the CPA, find out the bookkeeper's rates and how they are calculated.


What is your current client load?

It is important that you work with a bookkeeper who meets deadlines and isn't overwhelmed with clients. You don't want to default on your responsibilities under the Franchise Agreement because your bookkeeper is overwhelmed.


How much do you understand MY business?

It's not a deal breaker to have a bookkeeper unfamiliar with Sugar Sugar, but every business has different economics. Understanding yours should give a qualified candidate a leg-up.


Daily Accounting

You must complete the specific accounting procedures below daily to ensure accurate monthly profit and loss statements:

  • Enter Accounts Payable and Receivables as necessary

  • Manage and file daily records

  • Back up your records

  • Petty cashreconciliation


Daily Bank Deposit

Sugar Sugar recommends that you make a bank deposit daily. This helps you maintain accurate records and reduces the risk of loss. The bank deposit amounts must match deposit amounts listed on the deposit slips and PoS reports. It is your responsibility to verify that deposits are being made. Because of the time lapse between daily deposits, monthly closing and bank reconciliations, you could incur a significant loss of cash if you fail to follow this procedure.


Sugar Sugar also recommends you keep a small safe in your store as you will need an area to secure change, items clients may leave in room(s), secure documents, etc. Be sure to bolt the safe to something solid.


Weekly Accounting:

  • Pay any AccountsPayable.

  • Track weekly sales on a graph to get an idea of seasonal high and low points and adjust your marketing effortsaccordingly.

  • Track hourly sales on a graph to get an idea of daily/weekly high and low points, and adjust your labor accordingly.


Monthly Accounting:

  • Pay Sugar Sugar Franchise Systems, LLC monthlyroyalties.

  • Employment taxes may be due monthly, quarterly or annually (check with your CPA to determine specificrequirements).

  • Make payroll and contractor payments(semi-monthly).

  • Provide payroll and Back of House Product Cost reports to CPA orbookkeeper.

  • Pay sales and use taxes asrequired.

  • Reconcile balance sheetaccounts.

  • Prepare financial statements which include the (i) Statement of Assets, Liabilities and Equity and (ii) Statement of Revenue and Expenses on an Income Tax Basis.


Quarterly Accounting:

  • Employment taxes as required (could be monthly, quarterly or annually depending on situation). In many instances, we recommend creating an account with Gusto to automate this process.

  • Pay estimated incometaxes.

  • Quarterly Financial Statementreview.

  • Pay Sales and Use taxes asrequired.


Annual Accounting:

  • Annual financial statementreview.

  • Archivepaperwork.

  • Pay employment taxes asrequired.

  • Generate 1099 and W-2forms.

  • Pay incometaxes.

  • Make all required filings with Secretary ofState.

  • Pay sales and use taxes asrequired.


Payment Transactions

It is important to monitor and maintain records of the inflow and outflow of revenue daily. Be sure to use some version of bookkeeping software to automate this process. Integrity, the credit card processing element we recommend, sends automated emails daily with deposit information as well as a thorough portal for itemized transaction information.



Record all cash disbursements and cash expenditures. All cash sales must be rung properly through your POS system. There are no exceptions.


Credit Card Processing

You need to apply for and establish a merchant services account with Sublyme Payment Systems service to process and handle your credit card transactions. Sublyme links with Integrity Processing to insure you receive a great rate and terrific client service.



Checks can be risky for you to accept; it is easy for someone to pay you with a check, even though they do not have enough money in their bank account to cover the amount of the check. There are also many kinds of fraud that people engage in by paying for goods with checks. For these reasons, Sugar Sugar Franchise Systems, LLC recommends that your Sugar Sugar not accept personal checks. Your Front of House Technician can tell customers "I'm sorry, we don't accept personal checks."



It is important that you are clear about tax that is due and when it must be paid. The Point of Sale software can be set to personalize and automate this process. Do not forget about personal property tax and other taxes that may be unique to your geographical location. This is an area to review in detail with your tax professional.



All tips distributed to the employees must be documented and accounted for on payroll checks. Sugar Sugar Franchising Systems, LLC allows for up to 2% of tips to automatically be retained by the company due to processing fees. Consult your accountant and your state laws for further details.


Using a Gusto Payroll Service

A common way for both large and small business to deal with the complexity of payroll reports, deposit rules and due dates is to hire an outside company to handle the payroll. Gusto Payroll Processing prepares employee paychecks, journals and summary reports; collect and remit funds for federal, state and local payroll taxes; and files all required forms with government taxing authorities.


Gusto also allows you to provide automated on-boarding for your new hires. They will auto sign all documents legally necessary to begin working in your state. They will also be able to amend any tax documents or contact information.


Financial Statements

Numbers are the words used in business as most business results can be indicated with numbers. Your ability to understand and analyze numbers allows you to minimize waste, improve productivity and maximize efficiency in your Sugar Sugar franchise. Your Accountant should prepare the following Financial Statements: (i) Statement of Assets, Liabilities and Equity and (ii) Statement of Revenue and Expenses on an Income Tax Basis. Quarterly Financial Statements are to be prided to Sugar Sugar Franchise Systems, LLC.


Opening the Software/Opening for the Day

Sugar Sugar uses its own Point of Sale/Booking software. To open for the day, open a browser in Google Chrome at the Front of House computer, go to www.SimpleSpa.comand type your credentials. The Dashboard Page will open to your location(s).


Assigning the Cash Drawer/Opening for the Day

Reconcile your cash drawer and check your number against the number from yesterday’s end of day. The drawer is assigned to whomever counts it, so be sure to hold on to the key for the day. No one but the counter should ever be allowed into your drawer. You can now begin having employees’ clock in for the day.


Adding A New Employee

You will need to add a new employee within the “Users” section by following the below steps:

  1. Click the “+ User” button on the upper right side.

  2. The employee should provide you an email and a password.

  3. You will also be able to adjust the employee's security level within this area.

  4. Every employee MUST login to the system using only their credentials. In most instances, you will be the only “Admin”.

  5. Create a password once the employee has been added. You can manage the “User” within the “Staff” section. The “Staff” section allows you to adjust the services specific clients perform.



Every employee must clock in/out only for themselves. From the Dashboard, you will see a little clock icon on the upper right side. Open the icon and clock in.


Adjusting Employee Time Clock

Press 'Other Options', 'Manager', 'Reports', 'Employee Setup', select employee, 'Time clock Edit', select the shift you want to edit, make your changes, 'Save', and 'Done'


Checking Sales / Labor Percentage

Press 'Other Options', 'Manager', 'Reports', 'Sales vs. Labor', 'Screen', 'OK' and 'Continue'



Select the item with the price included by pressing on that item, then press 'Special Mods', 'Discounts' and continue with your transaction.


Re-Open Checks

Press 'Paid Check Review', select check, 'Re-Open', 'Pay Check', enter notes as to why check was opened and select Cash to close.


Split Checks

For a partial pay with Cash, press the Green #2 button, select payment method, press "Print Guest Check', 'Checks', 'Open Check', 'Review Order, 'Pay Check' 'OK' and 'Close Check'.


Gift Cards Sales

Press 'Gift Card Sold', enter amount, slide gift card with magnetic stripe facing you, pay the transaction and swipe the card again to check the balance has been loaded correctly.


Void Check

Press 'Paid Check Review', select check, re-open the check, 'Void CC Authorization', 'Void Check' and select reason.



Press 'Other Options', 'Pay out', select a category, press ’Cash’, enter amount, press 'OK', enter details and 'Done'. Place pay-out voucher in drawer.


POS Closing:

Close left register first (usually pre-close) by following the below steps:

  • Checkforopentickets ("Checks" Button) and close any that are open.Ifnoneareopen,pressBack tocontinue.

  • Open the drawer ("No Sale" button) to check for large bills under the cashdrawer.

  • Press"OtherOptions",then"Manager'',then"DailyDeposits".Usethisscreentocount your drawer up to$200.

  • Press 1, enter the $ amount ofpennies.

  • Press 2, enter the $ amount of nickels.

  • Press 3, enter the $ amount of dimes,etc.

    • These totals can be within $1 variance up ordown.

  • When done press "Cancel" and press"Done".

  • Press"OtherOption"twice.Press"ReadRegisterorClose".Pressgreen"Cashier'' button. Press "close" then"Ok".

  • Tworeceiptsshouldprintout.Onefortipsandanotherfordrawer totals. Pullthe amount of tips as noted on the tip receipt and throw it in the tipjar.

  • Count tip money and change it all out for bigger bills. it is not necessary to count pennies; just throw them straight into one of thedrawers.


Right register (after close) closing steps:

  • Repeat the first six steps done for the left register.

  • Press "Other Options", "Manager'', "Reports" then "Close Day". The amount on the bottom right is the amount in CASH you are supposed to have (excluding tips). Your deposit should always be rounded up to the nearestdollar.

  • Press 1 at the top left corner and enter theamount.

  • Once your cash is counted and correct according to the register, press final. When the register asks you “ready to close day”, pressyes.

  • When the prompt for clocking employees out comes up, clock out cashier 1 and 2. DO NOT CLOCK OUT EMPLOYEES. Press continue for any employees that are supposed to be on the clock. When you’re done, the register will ask "ready to close day?" and you pressyes.

  • The final receipt will take a minute to print out. When its printed out, bind the deposit, tips and all the receipts into a neat bundle and put it in your safe.


Rpower Web Reports

The RPower POS system provides Web Reports for you to access at any time either directly through the POS or via the internet at: HTTPS://SECUREPOWER.COM/REPORTD/LOGON.ASPX

CHAPTER 10: Reports, Audits, Inspections

Spa Evaluation andAudit

Our goal at Sugar Sugar is to always be improving. Sugar Sugar Franchise Systems, LLC may conduct regular inspections of your operations, at times we determine, and provide you with periodic written and/or verbal evaluations. In our inspections, we may observe and interview your employees and others and review your books and records (including data stored on your computers) to verify compliance with the Franchise Agreement and the Operations Manual, as well as to help you improve your performance and profitability.



We determine the frequency of site visits. As of the date of this manual, we will try to make a site visit at least once every quarter, but this is subject to change as determined by the Sugar Sugar Franchise Systems, LLC.


Consultation andAdvice

Sugar Sugar Franchise Systems, LLC will provide consultation and advice to you as we deem necessary to address administrative and operating issues and other matters or problems we believe affect your Sugar Sugar franchise. This advice and consultation will be communicated to you by telephone and/or in writing.


Effects of Inspections

Inspections are for Sugar Sugar internal purposes and to assist us in monitoring and securing your compliance with the Franchise Agreement. Inspections and satisfactory evaluation are not any assurance to you regarding the results or other aspect of your operations. We cannot and do not assure that our inspections, consultation and/or advice will achieve any particular results.


Inspections: City, State and Federal

Sugar Sugar has a lot of proprietary information. Information competitors will continually clamor for. Check the identification of anyone who tells you he or she is visiting your store for an inspection. If you are unsure of or have doubts about the person who is there to inspect, contact the agency from which the individual claims to be visiting, and verify their identity. Use the Internet or directory service (411) to obtain the phone number of the agency, rather than simply calling a phone number that the individual provides you. If you are still unsure, contact your local police and politely ask their assistance in confirming identity and authorization of the inspector.

CHAPTER11: Cleaning &Sanitation

Restaurant Cleanliness

One third of our reviews mention how polite and earnest we are at Sugar Sugar and another third mention how wonderful our services are, but almost half of our reviews speak about how tidy and well-maintained our spas are.


Maintaining a clean and sanitary spa plays an essential role in preventing product from becoming contaminated. It also helps prevent pest infestation. Besides the obvious functionality and compliance, your clients will value it more than you ever imagined. To maintain appropriate store cleanliness, it is important to understand the difference between cleaning and sanitizing:

  • Cleaning:The process of removing sugar, residues and other types of soil from a surface, such as a countertop, walls or sugaring table(s).

  • Sanitizing:The process of reducing the number of microorganisms on a clean surface to safe and well-beyond basic compliance levels.


To effectively sanitize a surface, it must first be cleaned and rinsed. Everything in Sugar Sugar must be clean and sanitize, especially surfaces that come in direct contact with people and the product.


Every manager should check the spa for cleanliness throughout the day. Even though Sugar Sugar cleanliness is of the utmost importance, you should never inconvenience customers to perform routine cleaning activities. For example, end of day mopping, after staff has assured all clients are gone, is the best policy to ensure clients are not inconvenienced by the wet floors.


Below is a list of the approved cleaning and sanitizing products used in Sugar Sugar:

  • All-PurposeCleaner

  • Antimicrobial HandSoap

  • Glass Cleaner(non-ammoniated)

  • LiquidDetergent

  • Sanitizer

  • Stainless SteelCleaner

  • Bleach

  • Cavicide

  • Barbicide

  • Hand Sanitizer


All Purpose Cleaner

Use All-Purpose Cleaner for cleaning all plastic, laminate, general surface cleaning and daily cleaning of all flooring. Sugaring, lash, and tanning tabletops are to be cleaned with Sanitizer Cleaner.


Antimicrobial Hand Soap

Use antimicrobial hand soap to fill all soap dispensers at hand sinks.


Dish Soap

Use liquid detergent for washing non-food contact surfaces and washing minor work bowls/services in the first compartment of the three-compartment sink.


Sanitizer Rinse

Use Sanitizer Rinse for sanitizing washed and rinsed aesthetic dishes, small wares and equipment, and all skin-contact surfaces including tabletops in the service rooms.


Stainless SteelCleaner

Use stainless steel cleaner for cleaning all stainless steelsurfaces. Follow the usage instructions on the productcontainer. Topreventchemicalcontamination,coverallaesthetic and treatment productsbefore spraying..


Tools and Equipment Used to Clean and Sanitize

All tools and equipment used in cleaning must be approved by Sugar Sugar Franchise Systems, LLC and provided by a designated supplier.



CaviCide is a convenient, ready-to-use, intermediate-level surface disinfectant that is effective against TB, HBV, HCV, viruses (hydrophilic and lipophilic), bacteria (including MRSA and VRE) and fungi. It can be used in the NICU, operating rooms, isolation rooms, patient care areas and laboratories. When used as directed, it will also effectively clean and decontaminate critical and semi-critical instrumentation.


CaviCide is safe for use on non-porous surfaces. It is ideal for cleaning and decontamination of environmental and medical device surfaces. You will use this to sanitize all service surfaces.



Barbicide is known worldwide as the ultimate product for EPA registered, hospital grade disinfection in salons, barber shops and spas. The iconic blue liquid is trusted and effective, earning its reputation for creating a safe and clean spa. Available in 2oz, pint, ½ gallon and gallon containers, Barbicide concentrate is economical for use in salons, barbershops and spas. The following are true for hospital-grade, EPA approved, broad-spectrum disinfectant:

  • Proven effective against HIV-1, Hepatitis B, Hepatitis C, Staphylococcus (including MRSA), Pseudomonas, Salmonella, Clostridium Difficile (C.Diff), Vancomycin Resistant Enterococcus (VRE), Herpes, Influenza (including H1N1), “Athletes Foot” (TineaPedis);

  • Complies with OSHA’s blood borne pathogens standard;

  • Safe for non-porous surfaces including tanning beds, metals, stainless steel, plastics, combs, brushes, rollers and shears;

  • Simple to mix concentrate without taking up precious shelf space;

  • Anti-rust formulation protects your expensive shears;

  • Will not stain skin or surfaces; and

  • Has led the industry in disinfection since 1947.

Suggested Uses:

  • Stainless steel implements

  • Plastic combs, brushes, tweezers, rollers, etc.

  • All stations and implements


Other Cleaners

Other cleaners are possibly dictated by your state's Aesthetic Board/Regulatory Agency. Be sure to check your state’s rules and regulations for more information.


Following is a list of approved tools and equipment which can be used to clean and sanitize:

  • Three-CompartmentSink

  • Broom

  • Dustpan

  • White CleaningBucket

  • MopBucket

  • Mop

  • RedSanitationBucket

  • SprayBottle

  • Towel


Cleaning Product Containers

Each cleaning product comes with specific instructions regarding what container to use for which cleaner; always use the appropriate container for each product.



  • Red buckets = Sanitizersolution

  • White bucket = Hot, soapy water

  • SprayBottles = Sanitizer solution, all-purpose cleaner and glass cleaner


Three-Compartment Sink

Even if your state board does not require a three-compartment sink , you will find it very helpful. Be sure to set up the three-compartment sink before any aesthetic product handling begins as Aesthetic product washing must follow local health department guidelines pertaining to the solution in each sink compartment and the time allotted for each item to sit in the rinse and sanitation compartments.


Before cleaning and sanitizing items in the three-compartment sink, each sink and all work surfaces must be cleaned and sanitized. Set up the three-compartment sink first thing in the morning and have it ready throughout the operating day. Monitor the sink's sanitizing solution, checking it at least three times a day, and change the solution when the sanitizing concentration drops below 200 ppm.


NOTE:Never discard aesthetic waste into this or any other sink. Discard all waste into a trash receptacle.


Sanitizer Check

Fresh sanitizing solution must be prepared for the sanitizer sink if the sanitizer concentration test result is less than 200ppm quaternary ammonia. This ensures that the solution is strong enough to destroy bacteria, parasites and viruses. Change the sanitizer in the sanitizing buckets whenever the water is changed in the sink.


Be sure to store all sanitizer on or near the floor. Never store sanitizer above esthetic products.



Use the 18-inch push brooms for cleaning and collecting debris from the floor in the foyer, bathroom and outside on the sidewalks and parkinglots. Use the 12-inch angled brooms for cleaning and collecting debris from the floor in all service rooms, hallways, storage room and utility room(s).


Broom Cleaning and Maintenance

Keep all brooms in good repair and replace them when they becomeworn. To lengthen the life of your broom, clean both the 18-inch push brooms and the 12-inch angled brooms in the mop sink with soap andwater, and rinsewell.



Use the lobby dustpan for picking up debris from the floor exclusively in the foyer, the bathroom area and the hallways, as well as outside on the sidewalks and in the parkinglots. Use the hand-held dustpan for picking up debris from the floor in the sugar rooms and all other service rooms.


Daily Dustpan Cleaning and Maintenance

Clean both the lobby dustpan and the hand-held dustpan in the mop sink with Floor and All­ Purpose Cleaner.


Mop Buckets

Use the mop buckets exclusively for holding the cleaning solutions used to clean floors. When preparing to clean the floors, add approximately four gallons of water to the mop bucket.


Daily Mop Bucket Cleaning/Maintenance

You will need to mop all sugar off the floor daily. The great news is the sugar is water soluble and will come off you floor very easily. When finished mopping, wash out the mop buckets with All Purpose Cleaner in the mop sink.



Use your mop to clean the foyer, hallway, service rooms, utility and storage rooms and restrooms.


Daily Mop Cleaning and Maintenance

After the final mopping of the day, rinse the mop head in the mop sink, strain the mop head and stand the mop upright to dry overnight.


Weekly Mop Cleaning and Maintenance

On a weekly basis, or as often as needed, soak the mop head overnight in a bucket of sanitizer to remove sour odor.


As Needed Mop Cleaning and Maintenance

Replace mop heads on a regular basis.


Red Sanitizer Buckets

Set up the red sanitation buckets before any food handling. You may use them to sanitize all contact surfaces. Never use these buckets to hold any product other than sanitizingsolution.



NOTE:You may use a spray bottle of CaviCide and a clean towel for this same job in certain areas. Also, throughout the day you will use CaviCide while “flipping” service rooms.



The following procedures should be followed before beginning any esthetics or producthandling:

  • Fill two red buckets with sanitizing solution, that has tested at 200 ppm, from the third compartment of the three-compartmentsink.

  • Place a clean towel in each red bucket. Station one red bucket in the front of the house under the sink and the other in the back of the house underneath your preptable. Change the sanitizer solution in the red bucket when the results of the sanitizer check show the sanitizing solution is below 200ppm.


Daily Red Sanitizer Bucket Cleaning/Maintenance

At closing, wash the buckets in the three-compartment sink and place them on the lowest shelf away from all product.


Spray Bottles

Use spray bottles exclusively for dispensing cleaningagents. Use each bottle for only one type of cleaning agent and make sure to correctly label what each spraybottle is. Store the spray bottles in a proper place in accordance with local Department of Health regulations. Never place the spray bottles on any food serviceareas. Return the spray bottles to the designated chemical storage location afteruse.


Daily Spray Bottle Cleaning and Maintenance

Wipe the outside of the spray bottles with a sanitized towel as needed throughout the day.



You will need to understand the difference between aesthetic towels and cleaning cloths. Between uses, store only wiping cloths (no aesthetic towels) in the red sanitationbuckets. It is a health-code violation to leave wiping cloths on counters and tables between uses. When towels become soiled, place them in a designated basket or container for laundering. Do not leave towels or other cleaning supplies or equipment in view ofguests.


Foyer Outdoor Tables and Chairs

Be sure to keep an extremely clean, open and inviting foyer. Clean all pillows, chairs and sofas as needed throughout the day with All-Purpose Cleaner and a clean cloth or papertowels. Clean all aesthetic service surfaces as needed throughout the day with sanitizer in a spray bottle and paper towelsonly. Clean and rinse additional surfaces as needed with hot, soapy water from the greenbucket. The foyer and bathroom should be cleaned thoroughly at the end of each day. When cleaning the sink and toilet you should use only All-Purpose Cleaner, sanitizer in a spray bottle and paper towels.


Glass andWindows

Clean all glass and windows after every rush, and as needed throughout the day, with glass cleaner and papertowels. On a monthly basis, or more frequently if needed, clean all main glass windows and glass doors using a professional style cleaningsystem.


Aesthetic Service Areas

Clean service tables with sanitizer (CaniCide) in the spray bottle and rags; do not use sanitizer from the red buckets and/or a wettowel. Clean all floors/walls as needed throughout the day with All-Purpose Cleaner and a clean cloth or papertowels. Completely clean service tables/surfaces at the end of each day. Use All-Purpose Cleaner on chairs and use sanitizer in a spray bottle and paper towels only on theaesthetic tables and service surfaces. Clean walls andbaseboards with all-purpose cleaner.



Our restrooms must always remain clean and tidy. This is very important to what we do since approximately 60% of your clients will use the restroom before they begin their service. Keep in mind that restroom maintenance and restroom upkeep are two different things.


Restroom Upkeep:

Front of House should check restrooms every 120 minutes throughout the day, taking remedial action as necessary. However, everyone at Sugar Sugar uses the restroom so restroom upkeep is everyone's responsibility.


Restroom Cleaning:

  • Wear disposable gloves and put them on only after entering therestroom.

  • Use only paper towels for all restroomcleaning.

  • Use the correct cleaner for eachsurface:

    • All-Purpose Cleaner for walls, floors, toilets andurinals.

    • Glass Cleaner formirrors.

  • Whenfinishedcleaning,butbeforeleavingtherestroom,discardtheuseddisposable gloves and wash hands following the proper hand-washingprocedures.


Toilets and Urinals

Clean the toilets, urinals throughout the day as needed with All-Purpose Cleaner and a toilet brush..

Cleanthetoiletandurinalsurfaces asneeded throughoutthedaywithAll-purpose Cleaner and papertowels.


Bathroom Sinks, Counters and Dispensers

Cleansinks,countersanddispensersasneededthroughoutthedaywithAll-Purpose Cleaner and papertowels.



Floors in sugaring rooms will inevitably end up with sugar on them. Keep the floor and baseboards clean as needed throughout the day with a 12-inch angle broom.


Sweepall service rooms, foyers, hallwaysandrestroomfloorwithabroomanddustpanasneeded throughout the day and beforemopping.


Dry mop ONLY (no wet mopping) throughout the day to prevent guests fromslipping, unless you are cleaning up a specific mess.


Attheendofeachday,cleanallfloorareasandbaseboards,includingareasunderall storage rack units and sugaring tables, following the proper procedures for the floortype. Use a "Caution: Wet Floor" sign for employees whenevermopping. Mop your Sugar Sugar in small sections as needed following the proper procedures for the floortype. Always mop well before opening so the floors have time to completely dry before clients arrive or at day's end after the last client leaves.


Walls and Baseboards

Clean the walls as needed throughout the day with All-Purpose Cleaner or soap and water. Finish cleaning with a separate, dry, clean towel so that no streaking occurs on thewalls.



Once a week, remove all items from shelving and clean as needed with a towel and All-Purpose Cleaner or hot, soapy water from the white bucket.


Floor Drains

Daily, Routine Cleaning

  • Spray with All-Purpose cleaner

  • Wipe out withtowel

  • Use a green scrub pad ifnecessary


Weekly Cleaning

Use drain cleaner to clean and maintain drains. Follow manufacturer's usage instructions.



Remove and clean all air-conditioning vents at least once a month with All-Purpose Cleaner and paper towels, or as indicated within your lease agreement and your state's cosmetology board.


Ceiling and Ceiling Tiles

Believe it or not, you will end up with sugar on your ceiling! Clean ceiling and ceiling tiles as needed or on a yearly basis using a professional cleaning company.

CHAPTER12: Safety &Security

Our Environment

We'd venture a guess that Sugar Sugar is one of the safest franchises you can have since we don't apply hot wax and we don't micro-blade. But we must fight the complacency that comes with a “safe feeling.”


No matter how busy, Sugar Sugar is ALWAYS dedicated to best practices. Customer and employee safety are a responsibility that you undertake as Sugar Sugar franchisee. You are ultimately responsible for providing a safe and secure environment for your employees and your customers. Use the guidelines and policies in this chapter to promote a safe and secure environment.


These policies should include, but are not limited to the following topics:

  • Maintaining a safeworkplace

  • Preventing accidents andinjuries

  • Providing safety trainingprograms

  • Emergencypreparedness


Federal, state and local governments may each have a variety of requirements that must be followed. Sugar Sugar Franchise Systems, LLC recommends you discuss legalities in your locale with an attorney.


Employee Safety and Security Training

Maintaining a safe workplace includes properly training employees to prevent accidents and injuries, as well as understanding how to handle a crisis. Employee safety training creates a secure work environment, reduces injuries and keeps insurance premiums at a minimum. Safety training is ongoing and requires reinforcement and supervision. It is important that all employees know how to handle situations that may arise. As the franchisee, you are responsible for:


  • Training all employees on safety and securitymeasures

  • Reporting all suspiciousactivity

  • Knowing how to handle acrisis


Emergency Preparedness

At a minimum, Sugar Sugar recommends that you keep the following equipment and supplies on hand at all times:

  • Flashlight(s) and extrabatteries;

  • Digital Camera or Smart Phone with cameracapabilities;

  • Floor plans and utility plans including the HVAC, electrical andmechanical plans;

  • Tools such as wrenches and screwdrivers to shut offutilities;

  • Keys tolocation;

  • Location address posted nearphone;

  • Caution: Slippery When Wet”signs;

  • Salt/ice-melt for ice during winterweather (if applicable); and

  • OSHA-compliant First Aid Kit including a minimum of the following: antiseptic, antibiotic spray/ointment eyewash, burn treatment, 2"x3" large patch adhesive bandage, 1"x3" strip adhesive bandage, finger cots, fingertip adhesive bandage, 2"x2" or larger sterile gauze pads, 2-inch-wide roll bandage, tweezers and small scissors.


Other Precautions

Franchisees are recommended to have the following emergency numbers available at all times:

  • Emergency Telephone Numbers sheetwith 911

  • Local fire, police and hospital

  • Franchisee Emergency Contact (home and/or cell)

  • Sugar Sugar Corporate Office number

  • Any other appropriate emergency phone number



Inspect the store frequently to ensure that:

  • Security and fire alarm systems operate properly (inspect every fourmonths);

  • Fire extinguishers are charged anddated;

  • Escape routes, such as doorways and stairways, are alwaysclear;

  • Emergency lighting isfunctioning;

  • Fire exits are clearly marked with illuminatedsigns;

  • All doors open and close properly and areunobstructed;

  • Electrical panels are unobstructed and clearly marked, and covers are closed at alltimes;

  • Sprinkler heads are unobstructed at alltimes;

  • Storage/stacking is kept at least 18 inches below sprinklerheads;

  • Broken or missing floor and ceiling tiles arereplaced;

  • All lighting is working both inside and outside of therestaurant;

  • The storage, refrigerator and freezer areas are neat and orderly and are set up in compliance with all legalrequirements;

  • Trash cans are emptied regularly and any debris on the property isremoved;

  • Emergency telephone numbers sheet is displayed in the register area and in theoffice;

  • Employees are trained quarterly on proper use of the fireextinguishers; and

  • Emergency drills are conductedmonthly.


Evacuation Plans

You should develop written evacuation procedures as part of the emergency preparedness program. Some basic considerations for an effective evacuation plan include:


  • Evacuationroutes;

  • Role of employees’ during the evacuationprocedures;

  • Need for outsideassistance;

  • Language barriers, if any, of peopleinvolved;

  • Quick removal of vital records, cash and other importantinformation;

  • Procedures for securing the building followingevacuation; and

  • Internal evacuation (an event that requires moving people to a safe area within the building).


Crisis Situations

Safety of employees and customers must be a top priority for everyone working in Sugar Sugar. You and your manager(s) are responsible for responding to emergencies, crisis management and damage control. Develop and clearly communicate your emergency plans. Be well­ organized and thoughtful about crisis management to allow your employees to focus on solutions and reduce confusion during an incident.


Talk with your insurance agent to understand the data and details that need to be collected in case of an incident. Familiarize yourself and your employees with all insurance reporting requirements. Preparing for a crisis situation means that if such a situation occurs, it will have minimal impact upon your business.


Crisis Definitions

A crisis is an event that may:

  • Endanger the well-being of customers orstaff;

  • Cause substantial damage or loss ofbusiness; or

  • Cause damage to the Sugar Sugar brand and/or reputation.


Some examples of a crisisinclude:

  • Death or injury to an employee or customer while on thepremises;

  • Reports of food-borne or skin borne illness transferred by or otherwise caused by any interaction with our employees or considered caused by anyone employed by Sugar Sugar;

  • Fire resulting in major damage to thestore;

  • Natural disasters including floods, earthquakes, tornadoes orblizzards;

  • Bomb or terroristthreats;

  • Civildisturbances;

  • Employee grievances that place other staff members or customers at risk;

  • Similar customercomplaints;

  • Disturbing phone calls ormail; or

  • A reporter's request for unusual information.


Handling aCrisis

Teach your employees to contact you immediately in case of a crisis-level complaint, as well as how to contact corporate office if necessary.


What to do:

  • Call a local emergency number ifnecessary;

  • Be calm and assess thefacts;

  • Alert the corporate office as soon aspossible;

  • Put the store emergency plan intoaction;

  • Remove employees and customers from harm'sway;

  • Gather detailedinformation; and

  • Refer to the section on Media Relations for handling media inquiries


Gathering CrisisInformation

Check with your insurance company regarding their requirements for incident reporting.


Dedicate a course of actions to include these procedures:

  1. Record the date and time of thecrisis.

  2. Describe whathappened.

  3. Write down the names of employees and guestsinvolved.

  4. Describe how management was alerted to theevent.

  5. If alerted by individuals, write down who they are and what theysaid.

  6. If there are witnesses, write down who they are and what theysaw.

  7. Describe whether the crisis is over orongoing.

  8. If ongoing, write down what is known and/or what the next stage of the crisis is expected tobe.

  9. Explain what was done operationally that is specifically related to thecrisis.

  10. If product was involved, get a sample, and place the entire batch of product on the side with a clear note reading "HOLDPRODUCT."


Dealing with Victims

  • Note whether anyone from the store attempted lifesaving or first-aid procedures on anyone.

  • If lifesaving or first-aid procedures were performed, write down who performed the procedures and onwhom.

  • Note whether any of the store personnel attempted to treatanyone in any other way.

  • If family members call, write down who called, when they called, what they asked and what wassaid.

  • Write down any assistance that was offered to victims or families.


Notifying theAuthorities

  • Write down who was called (agency, names, etc.) and at whattime.

  • Write down the time that theyarrived.

  • If the authorities interview anyone, write down who was interviewed and by whom.

  • Write down whether you or a manager was involved in the authorities' interviews of employees orcustomers.

  • Write down any questions that wereasked.

  • Write down any feedback received from theauthorities.

  • Ask the authorities when you will hear from them next and record theirresponse.


Working with Authorities/Outside Agencies

  • Demonstrate a willingness to solve the problem as quickly aspossible.

  • Cooperate with the authorities by providing information relating to the crisis as soon as reasonablypossible.

  • If information is unknown or unavailable, sayso.

  • Supply authorities with accurate facts and explanations; do notspeculate.

  • Do not volunteer information that has no relation to thecrisis.

  • Keep copies and notes of all information and documents provided to eachagency.

  • Carefully store any information or documents provided by theagency.

Sample Taking

If any representative from the USDA, local Health Department, FDA or EPA takes a sample of any product in the store, obtain a duplicate sample of the product as soon as possible afterwards. Label, isolate and store the sample in a freezer apart from other product. Make sure the product is from the same batch. Take the rest of the product from that batch and set it aside with a clear note saying, "HOLD PRODUCT."


The agency representative must provide a receipt when a sample is taken; do not let the representative leave the store without obtaining a receipt. It is also recommended to ask for a business card or contact information so you can check the representative's identification.


Dealing with theMedia

You are the main representative of Sugar Sugar within your franchise area. Dealing with aggressive TV crews and reporters who arrive at your store without warning or permission can be challenging. Sugar Sugar encourages you to be polite, professional and firm in your dealings with the media.


The most important thing to remember is that you are under no obligation to talk to a reporter. In addition, you should assume that everything you say or do is being recorded or filmed as soon as the reporter or TV crew arrives on the scene. Don't be fooled into making comments “off the record”. If you see a camera it is probably recording you, even if the reporter is merely asking permission to talk to you. Please conduct yourself accordingly.


How To Handle A General Request For An Interview:

If a reporter or TV crew wants to talk to you or one of your employees, we recommend that you politely decline the interview.


To help you feel comfortable declining the request, you may use one or more of these basic talking points:


  • "I'm not authorized to speak on behalf of Sugar Sugar Corporate. If you'd like to speak with someone from the company, I can give you the telephone number of a person authorized tospeak."


  • "I don't have the information you're seeking and I'm uncomfortable speculating on your perspective questions."


  • "I don't have all the facts surrounding what may have happened and I don't want to spread false or incompleteinformation."


  • "I'm not the best source of information. You should go talk to [the police, the fire department,etc.]"


Be polite, but firm in your refusal.


Food/Product-Borne Illness/Infectious Disease

A food/product-borne illness is a disease carried or transmitted to people by food or product. A food/product-borne illness outbreak is defined as an incident in which two or more people experience the same illness after the same product batch has been placed on skin. A food/product-borne illness is confirmed when laboratory analysis shows that a specific product is the source of the illness.


Any situation involving food/product-borne illness or infectious diseases could have a tremendous impact on the Sugar Sugar brand. Upon learning of a possible or definite food-borne illness or infectious disease situation, contact the Sugar Sugar corporate office immediately.



In the event of a food-borne illness complaint, follow all of the below procedures:


  • Immediately contact the Sugar Sugar corporateoffice;

  • Follow the instructions under Handling a Crisis and Gathering CrisisInformation; and

  • Follow the instructionsbelow.


Gathering Information

  • Use a Customer Incident Form to recordinformation.

  • Express concern without admitting guilt or disparaging thebrand.

  • Listen to the customer calmly andattentively.

  • Determine the scope of the problem: is this an isolated case complaint or a multiple case complaint?

  • Determine whether the customer has remains of theproduct.

  • Acquire the remaining product foranalysis.

  • If the customers will not relinquish the implicated product, determine where and what the customer is doing with the product andwhy.

  • Accurately determine the time sequence ofevents.

  • Determine whether the product was removed from the store before being used or whether it was used on thepremises.

  • Offer no information or opinions regarding the complaint.

  • Convey the clear goal of customersatisfaction.


Retrieving/Saving Food Samples

If possible, retrieve and save the implicated food. Isolate, wrap, label and store the food sample in the freezer apart from other product.


Infectious Disease

You, your employees and your manager constitute the first line of defense in the prevention of food/product-borne illness. Your work habits, product safety knowledge and personal medical conditions are critical in ensuring that Sugar Sugar product used on clients is always safe. You must take into account local, state and federal public health codes and regulations as well as local, state and federal employment laws.



  • You should have a manager or lead appointed to everyshift.

  • The manager or lead must be on duty and present during all hours ofoperation.

  • The manager or lead must have product safety knowledge and is responsible for handling employee health.

  • Employees must disclose, before starting work, whether they are ill or have been diagnosed with and/or are being tested for any infectiousdisease.

  • Employees must disclose, before starting work, whether they have been exposed to an infectious disease that could be spread through product contact (food/product-borne transmission) or through the air (airbornetransmission).

  • You or your manager must attempt to gather pertinent medical facts in relation to any ill employees.

  • Ill employees are not allowed within theestablishment and therefore are not allowed to work.

  • Ill employees are required to provide a written medical clearance from a certified treating physician before returning towork.

  • Consult your state labor board for more information to maintain compliance.


Employee Responsibilities

Employees must report to you or your manager if they are experiencing any of the following symptoms as a result of illness:

  • Fever

  • Diarrhea

  • Vomiting

  • Abdominal pain orcramps

  • Sore throat/pharyngitis (inflammation of the pharynx that frequently results in a sore throat)

  • Jaundice

  • Persistentcough

  • Skin lesions such as wounds or boils that may begin or aredraining


Every employee must report diagnosis, testing and/or exposure to the following infectious or communicable diseases:

  • HepatitisA

  • Herpes (herpes simplex virus type 1 (HSV-1) and herpes simplex virus type 2 (HSV-2)

  • Shigella/shigelloides

  • Salmonella/salmonellosis (especially S. typhi/typhoidfever)

  • Escherichia coli

  • Staphylococcus aureus boils or skinlesions

  • Mycobacterium tuberculosis(TB)

  • Any other infectious disease(s) that may be transmitted via open skin or airborne routes(e.g.,

  • SARS, bacterial or aseptic/viral meningitis, chickenpox, shingles,etc.)


Employees reporting diagnosis, testing and/or exposure to any of the above infectious and communicable diseases are not allowed within the establishment until medically stable and cleared.

Any employees who have traveled outside of the United States within the past 50 days must notify you or your manager of their health status and potential exposures to infectious diseases.


Removal of Health-Related Work Restrictions

The removal of work exclusions and the reinstatement of work privileges may come only from a licensed physician in a written format or by the public health authorities. You must acknowledge this information before reinstating the work privileges of the employee.


Medical Emergencies

Medical emergencies such as heart attacks, severe allergic reactions, seizures, choking and blood or bodily fluid exposure (including needle-stick exposures) do occur. Medical emergencies can also include biosecurity events. Food or product biosecurity is the protection from the deliberate introduction of a dangerous substance into food or product (product tampering). Product tampering could be perpetrated at any level in the supply chain, and the agent may be biological or chemical and may cause severe public health consequences.


If a medical emergency occurs at a Sugar Sugar, you or your manager must immediately:

  • Call 911, except for minor or nonthreatening blood/body fluid exposures or needle-stick exposures.

  • Call the corporateoffice.

  • Followtheinstructionsunder"GatheringCrisisInformation"inadditiontotheinstructions below.

  • Only individuals trained in handling medical emergencies should initiate first aid. You or your manager should be the designated leader of the situation until support arrives on the scene.


You or your manager should:

  • Identify a second Sugar Sugar employee to be responsible for writing a detailed account of allevents.

  • Clear the premises as feasible to allow adequate care/resolution of thesituation.

  • Make sure the scene of the event is not tampered with or disturbed until given permission by Sugar Sugar Corporate and/or by municipal regulatoryagencies.

  • Make sure no one divulges information/details regarding any medicalemergency.

  • Sugar Sugar Corporate will control and assist you with regulatoryintervention.


Power Outage/Blackouts

Electricity may go out for many reasons. If the outage is limited to the store, contact the utility authorities. If not, close and lock Sugar Sugar and finish serving the remaining customers as best as possible in order to assure the customer's safety and your security.



Fire or Flooding

  • Staycalm.

  • Evacuate thestore.

  • Immediately call the fire department and state the nature of theemergency.

  • Give them the store address, name of caller and other vitalfacts.

  • If the media appear, refer all questions to the firedepartment.

  • After the crisis, contact your insurance company for details regarding the type of information required to file aclaim.


Natural Disasters

  • Staycalm

  • Close the store and evacuate the building ifpossible.

  • Pull all cash from the register and lock thesafe.

  • Advise the alarm/securitycompany.


Safety Tips


  • Do not block access to electrical panels or other utilityshut-offs.



  • Keep ladders and step stools in good condition and equipped with nonskidpads.

  • Never store heavy, bulky, breakable or unstable items on top shelves; store at waist height or below.

  • Use ladders or step stools to reach items on topshelves.

  • Instruct each employee on the proper use of ladders and step-stools.


Floors and Traffic Areas

  • Do not block emergencyexits.

  • Do not wet mop large floor sections during business hours; only wet mop problem areas or spills.

  • Ensure that all employees wear closed-toe, closed-heel, rubber-soledshoes.

  • Keep traffic areas free of merchandise, debris andequipment.

  • Post Caution; always use “Wet Floor” signs in the areas beingmopped.

  • Wipe up spills immediately to prevent slip-and-fallaccidents.



Sugar Sugar doesn't have a lot of chemicals; that's the beauty of owning a Sugar Sugar. That being said, there will be times where we work with adhesives, cleaning and sterilizing agents. It is important to use the following procedures and guidelines to ensure the safety of your customers and employees:

  • Always use rubber gloves when working withchemicals.

  • Be sure to have enough ventilation available when using chemicals that produce toxic fumes.

  • Do not apply or store pesticides in the store; contact a licensed pest controller for control or eradication ofpests.

  • Keep all flammable chemicals stored in a proper metal cabinet away from flames and heat.

  • Keep detergents, sanitizers and other nonfood chemicals stored away from food and paper products.

  • Never mixchemicals.


Employee Behavior

  • Do not allowhorseplay.

  • Do not allow improper use of food orequipment.

  • Do not allow employees to run or rush while performing their duties.


Emergency Procedures

  • Ensure that all employees clearly understand their responsibilities during an emergency situation such as fire, robbery, medical or otheremergency.

  • Have a well-stocked first aid kitavailable.

  • Ensure that all employees report injuries to you or amanager.


Safe Equipment Operations and Maintenance

For all equipment, follow the manufacturers' safety, use and maintenance instructions as outlined in the owner'smanuals. Properly train employees on all equipment before they useit and to notify the manager when a piece of equipment needsrepair. Before cleaning equipment, ensure that the unit is off andunplugged.


Using Knives Safely

There won't be much of a need for “knives” per se at your Sugar Sugar. Other than cutting chocolate pieces for guests, there isn't a lot. But there are many sharp tools you will use for aesthetics. You will have facial tools, tweezers and brow tools. All sharp instrument care techniques must be followed:

  • Immediately after using knives or other sharp tools, wash them in the three-compartment sink and return them to their proper storageplace. Never leave anything in the sink.

  • When using knives, always make sure fingertips are curled under and the thumb is tucked in on the hand holding the product being cut. Always cut away from hands and body. Always cut on a secure cutting board; never cut on metal surfaces. Create a stable cutting position by always cutting round or awkwardly shaped items in half and laying the flat surface on the cutting board before completing thecut.

  • Always wipe the knife with the blade away from thebody.

  • Always carry a knives or other sharp tools by holding it close to the body with the point down to the floor and the blade facing to the rear.

  • When passing knives or other sharp tools to someone, hold the knife or other sharp tool by the handle with the blade facing down and acknowledge that the person receiving it has securely graspedit.

  • Never try to catch a falling knife or other sharp tool, and always move out of the way of the knife or other sharp tools if itfalls.

  • Do not use knives for any purpose other than foodpreparation. Always use other sharp tools for their intended purpose.

  • Never leave knives or any other sharp tools on a worktable when not inuse.

  • Always sanitize the knife and cutting board between uses to avoid cross contamination.

  • Sanitize all sharp objects and keep them in their designated place(s) in compliance with Aesthetic protocols, Sugar Sugar protocols and State Board regulations.


Proper Lifting Techniques

Because your Sugar Sugar receives a wide variety of shipments, it is important that you and all of your employees know how to properly lift heavy items to avoid injury. Before attempting to lift an item, first determine if it can be done safely. If it cannot, then get help. Use the following steps/procedures when lifting heavy items:

  • Before attempting to lift an item, employees must first determine whether it can be done safely. If the item is too heavy, they need to ask forhelp.

  • Teach employees to plan work for efficiency; do not move an item twice if once willdo.

  • Train employees to ask for help with loads too large to see over oraround.

  • Push, do notpull.


When lifting, pay attention to body position and movement:

  • Bend at the knees, keeping a straightback.

  • Lift gradually, slowly and smoothly withoutjerking.

  • Minimize arm movement and keep objects close to thebody.

  • Keep feet spread for goodbalance.

  • Lift without twisting. If you have to turn, turn your feet not your hips orshoulders.

  • Grip the load with the whole hand, not just the fingertips.


When using aladder:

  • Do not use the top twosteps.

  • Avoidoverreaching.

  • Move the ladder as close to the object aspossible.

  • Do not use chairs, desks, tables or racks in place of theladder.


OSHA Safety Training Requirements

The Occupational Safety and Health Act (OSHA) sets forth workplace safety standards. All managers and employees are required to comply with all OSHA laws. If any instruction in this Operations Manual conflicts with any OSHA provision, managers are required to comply with the OSHA provision and to notify Sugar Sugar of the conflict. For more information on OSHA, see the U.S. Department of Justice's Occupational Safety and Health Administration website, specifically


Contact your lawyer regarding OSHA requirements in the state in which your spa is located. The federal government requires that OSHA posters be conspicuously displayed in an area in which all employees can read them. These posters explain employee rights and how to report employer violations or register complaints.


If the store has 10 or more full-time employees, you are required to record all injuries on Form 101, The Supplementary Record of Occupational Injuries and Illnesses, and Form 200, The Log and Summary of Occupational Injuries and Illnesses. Since most Sugar Sugars have fewer than 10 employees, the federal and state government may require different forms. Contact your attorney to learn how to stay within OSHA compliance.


Loss Prevention

As a Sugar Sugar franchisee, security and crime prevention efforts are your responsibility. You are responsible for the day-to-day management of the Sugar Sugar which includes taking reasonable and appropriate measures to ensure the safety of your employees and customers. Sugar Sugar encourages you to cooperate with your local police department and neighborhood crime watch groups to ensure that you are doing everything possible to ward off criminal activity at your premises.


Reducing and preventing theft is critical to the operation of your Sugar Sugar franchise. Security includes cash handling, controlling the keys and access to the safe to prevent theft or robbery.


Follow these security guidelines in order to reduce risks:

  • Keep a current Emergency Telephone Numbers list by the phone for quickreference.

  • Maintain control over keys and security codes for thestore.

  • Make sure all merchandise delivered is counted and break down the shippingboxes.

  • Only you, and possibly your managers, should have access to thesafe.


General Loss Prevention Measures

A great way to prevent theft is to be aware of the potential security risks and to be seen by customers and employees. Excellent customer service is the best deterrent to theft. At least one employee must be working the Front of House at Sugar Sugar 100% of the time. They are expected to be visible and busy to passers-by and clients.


When you are in the store, observe and respond to:

  • Cashiers improperly ringing insales;

  • Inattentiveemployees;

  • Inoperative securityequipment;

  • Employees not followingprocedures; and

  • Unauthorized checks, voids, cancelled transactions orrefunds.


Internal Theft

Actions that are regarded as employee theft include, but are not limited to:

  • Taking cash from a cash drawer, store change fund or bank deposit;

  • Failing to recordrevenue;

  • Knowingly giving bogus or unauthorizeddiscounts;

  • Wrongfully redeemingcoupons; and

  • Removing any product from the store without purchasing it or properly transferringit.


Spotting EmployeeTheft (Warning Signs):


  • Consistent shortages or overages in cash drawer counts by a particularemployee.

  • Customers, friends or relatives of an employee who wait to be checked out only by that employee.

  • Employees who are constantly watching you or the manager or looking toward theoffice.

  • Phone calls requesting a certain employee or inquiring whether a certain employee is working.

  • Abnormally high numbers of coupons or credits being made by a particularemployee.

  • High void and canceltotals.

  • Employees who frequently offer to take out thetrash.

  • Employees carrying backpacks or largebags.

  • Lulls in registertickets.

  • Cars loitering in the parkinglot.


Internal Theft Prevention

  • Lock thesafe and keep it in a discreet spot.

  • Lock the backdoor.

  • Periodically count down cash drawers in the middle of ashift.

  • Take daily spotinventories.

  • Take thorough weeklyinventories.

  • Check all incoming inventory carefully and documentshortages.

  • Flatten all boxes immediately upon emptying and take them to thedumpster.

  • Empty trash during daylighthours.


External Theft

External theft includes short-change artists, counterfeit money and robbery. It is critical that each employee be trained to identify and prevent these types of theft. Promote a theft-free culture by screening potential employees and asking questions related to their integrity. Remember, you set the tone; the attitude and performance of each store employee is influenced by your leadership. Make sure that each employee understands the "chain of command" when dealing with potential threats. Be clear with written procedures detailing how to prevent and handle theft.


Transporting Money to the Bank

It is important to take precautionary measures when transporting money to or from the bank. The safest method of transporting deposits is to utilize a third-party armored car service, such as Brinks. Some things you can do to reduce the risk of cash deposit robberyare:

  • Make sure that you randomly vary your route to thebank.

  • Avoid routine by making deposits at different times during the day; this makes it harder for a robber to plan a robbery.

  • Do not keep large amounts of cash in yourstore overnight.


Short-Change Artists

Short-change artists specialize in confusing money handlers. These people generally make small purchases and pay with larger bills. They wait until the cashier has begun to count back change, then interrupt them by asking that the change be made differently. Some preventative measures for short-change artists are:

  • Complete only one transaction at atime.

  • Lay the bill(s) received from the customer face-up and facing you until all the change has been counted back to thecustomer.

  • Make eye contact with the customer when handing them bill and say, "Out of (bill denomination), your change is(amount)."

  • Keep the money face up and in the samedirection.

  • Separate bills bydenomination.

  • Count change back out loud to thecustomer.

  • Do not become baffled or rushed, and ignoreinterruptions.

  • If confused, stop and shut the cashdrawer.

  • Never turn your back on or leave the draweropen.

  • Take special interest in customers who pay for small items with largebills.

  • Only make change forcustomers.


If you suspect that you are in presence of a short change artist proceed with the following actions:

  • Stop the transaction immediately and shut down the POSsystem.

  • Run a report to determine aloss.

  • Contact the police and file areport.


Counterfeit Money

The following guidelines may help you to identify counterfeit money:

  • Do the words at the bottom of the portrait match the number in the corner? "Raised bills" are a simple kind of counterfeit in which numerals from a higher-denomination bill are glued onto a low denominationbill.

  • Is the engraving clear? Look for blurry areas, especially in fine details such as around the borders and on the Federal Reserve and Treasury seals, where the sawtooth points should be sharp andwell-defined.

  • How does the paper feel? Just about everyone has handled enough money that they can detect many counterfeits just by feel. The traditional paper used to print money has intentionally been left unchanged over the decades because of its distinctivefeel.

  • Look for tiny red and blue fibers embedded in the paper. Counterfeiters sometimes try to replicate these fibers by printing these strands onto the paper, but close inspection makes it clear that they are printed on and are not a part of thepaper.

  • There is a special "marker" available at most office supply stores that changes color when run across a counterfeit bill. Don't rely entirely on these pens, as they are made to react to the presence of starch. They won't detect all fakes and can give a "false positive" reading to real money that's been through thelaundry.


According to the Secret Service, you should take the following steps if you receive a counterfeit bill:

  • Observe the passer's description, as well as that of any companions, and the license plate numbers of any vehiclesused.

  • Contact your local police department or United States Secret Service field office. These numbers can be found on the inside front page of your local telephonedirectory.

  • Write your initials and the date in the white border areas of the suspectbill.

  • Limit the handling of thebill.

  • Carefully place it in a protective covering, such as anenvelope.

  • Surrender the note or coin only to a properly identified police officer or a US Secret Service specialagent.



If you are robbed, follow the below procedures to ensure everyone’s safety:


Cooperate with the Robber

  • Do exactly as you are told. If you don't understand what you are being told to do,quietly and calmly ask for clarification.

  • Only speak when directlyaddressed.

  • Give the robber whatever he or shewants.

  • Avoid sudden movement oractions.

  • Keep your hands in the open where the robber can seethem.

  • Keep itshort; the longer the robbery takes, the more nervous the robberis (the average robbery takes less than two minutes).



Do NotResist

  • Do notfight.

  • Do not useweapons.

  • Do not chase the robber.



  • Try to form a mental picture of the robber for identification purposes but be cautious not to stare. Try to determine the type of escape vehicle, if any, and write down the license plate number without putting anyone injeopardy.


Call the Police after the Robbery

  • Lock the door so the robber cannot re-enter Sugar Sugar.

  • Keep police numbers by thephone and call them immediately after the store is locked.

  • Stay on the phone until police tell you it is all right to hangup.

  • Write down a description of the suspect and exactly whathappened.

  • Ask any witnesses to remain until the police arrive, or take their names, addresses and phonenumbers.

  • Do not disturb any possible evidence until the police have arrived and taken a report.


Protect the Scene of theCrime

  • Close your Sugar Sugar until the policearrive.

  • Do not touch anything.

  • Obtain a copy of the police report and immediately contact the insurancecompany.


Preventing Robberies

  • Check lighting and security equipmentdaily.

  • Do not clutter the front window of the store; if you can see out easily, passers-by and police can seein.

  • Do not use the back door at all after dark. If you have to, leave the trash disposal until the morning

Keepall lights on untilthe last employee has left the building.

  • At closing, all employees should leave the storetogether.

  • Keep cash register money to aminimum; drop all large bills ($20 and over) as soon as you getthem.

  • Get exact change whenever you can (or a smaller bill if exact change isnot possible).

  • Record the serial number of the $1 bill at the very bottom of your register so you can identify itlater.

  • Count all cash out of view of employees or thepublic.

  • Skim the cash drawer throughout the day asnecessary.

Keep alert and cautious.

  • Watch for loiterers, inside or outside yourstore.

  • Tell loiterers toleave.

  • Don't be afraid to call the police to ask for a patrolcheck.

  • Teach your employees to greet everyone entering the store by looking every customer in theeye.



At the beginning and end of days, and when coworkers are on breaks, you and other employees will find themselves working alone for a moment. Always tell your clients there are other people working. Never tell any clients you are alone; you never know who is waiting for them in the parking lot.


Leave lights on in other service rooms and close the doors to those rooms. Clients will think more people are working because of this. Again, never admit you are alone in the store.



  • If there are indications of forced entry, no one should enter the store until the police arrive and have cleared and secured thestore.

  • You or your manager must respond to an alarm call during nonoperationalhours.

  • If a break-in has occurred, management must determine what, if anything, has beentaken. Therefore, an inventory check may need to be conducted.

  • Police must be told about the security tape, and the tape must be reviewed with them as applicable.

  • Do not touch anything until the police finish theirinvestigation.


Preventing Burglaries

  • Leave the cash register drawer open after closing the store and transferring any cash to thesafe.

  • If there is an alarm, set it before leaving the store atclosing.

  • Verify that all doors and windows are locked before leaving thestore.

  • Check store lighting and security equipmentdaily.

  • Do not clutter the front window of thestore.

  • Check the restrooms and far corners of the store before lockingdoors.

  • Turn off all expensive computers, pads and other peripherals and move them to a separate room or closet.



Controlling vandalism is often an attitude. Be aware of people who loiter around the store. If vandalism occurs, report it to the police. Check with your insurance company to understand their policy regarding vandalism. Work with neighboring businesses to create a "neighborhood watch" program.


Here are a few guidelines to help prevent vandalism:

  • Contact and report the incident to thepolice.

  • Take photographs and document thevandalism.

  • Contact your insurance company and advise them of thesituation.


Preventing Interior Vandalism

  • If local law permits, lock restrooms that are frequently defaced or destroyed and allow use only by key.

  • Check restrooms frequently for signs of loitering and/orvandalism.

  • Ask your employees to immediately alert you or the manager if several people enter a restroom together as this may indicate alcohol, drug use or otherproblems.

  • Do not attempt, under any circumstances, to physically evict a loiterer from Sugar Sugar; contact the police.


Preventing Exterior Vandalism

  • Check any outside banners or signs to ensure that they are securely attached and in good condition.

  • Ensure that the parking lot is well-lit atnight.

  • Ensure that the dumpster area is secure and well-lit atnight.