Even consistently clean, well-run cafés sometimes drop a star unexpectedly. When we dig into it, 9 times out of 10 it’s one of these two:

1. Management checking missing — no evidence anyone above barista level ever looks at the records. Fix: manager taps “reviewed” once a week in the app. 2. Supplier verification out of date — the milk supplier’s food-hygiene rating certificate expired 18 months ago. Fix: upload new certificates as soon as they arrive.

Both are tiny admin jobs that feel unimportant until they cost 10–15 points each. Five seconds a week prevents both forever.