Dutch Bros is famous for 60-second drive-thru times. However, the handbook explicitly states that efficiency cannot sacrifice connection . The top priority is the "Dutch Luv" – the eye contact, the fist bump, the question about your dog.
Here is a deep dive into the top sections that every "Broista" (their term for barista) must memorize. At the very top of the operational guidelines, before "how to steam milk," is the Speed of Service clause. But it comes with a twist.
In most coffee shops, if a customer asks for a weird flavor combination (e.g., a "Pumpkin White Coffee Annihilator with soft top"), a new hire might shrug. At Dutch Bros, that is a fireable offense on the first offense (in terms of culture, if not legal paperwork). dutch bros employee handbook top
Broistas are not employees; they are "hosts" of the Third Place. This section explicitly forbids "transactional apathy." You cannot just take money and hand out a drink. The handbook requires Broistas to engage in "Connection Points" (CPs) – specific conversational hooks designed to move past "What can I get for you?"
This article is based on publicly available testimonials, former employee reviews (Reddit/Glassdoor), and general industry knowledge. The official Dutch Bros handbook is proprietary and may vary by franchise location. Always refer to your specific stand's operations manual. Dutch Bros is famous for 60-second drive-thru times
"Speed is a byproduct of love, not a goal in itself." Employees learn that if you are rushing so fast that you forget to ask a customer about their day, you are violating a top-tier policy. New hires are taught that the "Stop, Drop, and Roll" method isn't about fire safety; it's about stopping what you're doing, dropping the mental checklist, and rolling with the customer's energy. 2. The "Third Place" Mandate The very first page of the handbook (the literal "top") defines the "Third Place." For those unfamiliar, the First Place is home, the Second Place is work, and the Third Place is Dutch Bros.
Broistas are encouraged to give away free drinks at their discretion (The "Random Act of Caffeine" clause). However, this must be documented via a "Push Button" on the POS. If you give away a drink and don't log it, it is considered theft. That is a top-tier violation leading to immediate termination. 7. Emergency Protocols: "Safety First, Luv Second" Finally, near the top of the "Safety" section (usually Chapter 2), is the "Active Shooter / Natural Disaster" protocol. Here is a deep dive into the top
The Dutch Bros employee handbook isn't just a legal document; insiders call it the "Blue Bible." While most corporate handbooks start with boring EEO statements and payroll disclaimers, Dutch Bros flips the script. The of their handbook prioritizes Culture, Speed, and Love .