Emergency Procedures
What to do when things go wrong. Stay calm, follow the steps, and contact the manager when the situation is under control.
Key Emergency Numbers
| Contact | Number |
|---|---|
| Emergency (fire, medical, police) | 911 |
| Non-emergency police | 910-433-1529 |
| Manager (email) | hello@ncmuse.co |
Our address (give this to 911): 311 Hay Street, Fayetteville, NC 28301
Fire
Evacuate Immediately
Do not attempt to fight a fire unless it is very small and you are confident using a fire extinguisher. When in doubt, get everyone out.
- Alert everyone in the shop to evacuate immediately
- Pull the fire alarm if one is accessible on your way out
- Call 911 once you are safely outside
- Tell them: "There is a fire at 311 Hay Street, Fayetteville, NC 28301"
- Do not go back inside for any reason
- Meet across the street from the shop — this is the designated meeting point
- Account for all staff and customers
- Wait for the fire department to arrive and give them any information they need
- Contact the manager at hello@ncmuse.co as soon as possible
Medical Emergency
If a customer or staff member is seriously ill or injured:
- Call 911 immediately
- Tell them: "I need medical help at 311 Hay Street, Fayetteville, NC 28301"
- Describe the situation (chest pain, allergic reaction, fall, etc.)
- Stay with the person — do not leave them alone
- If they are conscious, keep them calm and comfortable
- Do not move them unless they are in immediate danger
- If they are having a severe allergic reaction, ask if they have an EpiPen
- Clear space for paramedics to reach the person when they arrive
- Have someone stand outside to direct the ambulance to the entrance
- Contact the manager at hello@ncmuse.co after the situation is handled
First Aid Kit
The first aid kit is located behind the counter. It contains bandages, antiseptic, and basic supplies for minor injuries. For anything beyond minor cuts or scrapes, call 911.
Power Outage
Power outages can happen without warning. Here is what to do:
POS System
The POS system may work briefly on battery backup, but do not rely on it for long. If power does not come back within a few minutes, switch to cash-only or pause service.
- Stay calm and reassure customers
- Check if the outage is just the shop or the whole block (look outside)
- Stop making drinks that require the blender or other electric equipment
- You can still serve drinks that only need the hot water dispenser if it still has hot water in the tank
- If the outage lasts more than 15 minutes:
- Let customers know the situation
- Offer to finish any orders you can make without power
- Consider closing early if you cannot serve most of the menu
- When power returns:
- The espresso machine will need to restart and warm up again (15-20 min)
- Check that the POS system reconnected properly
- Check the fridge to make sure it is cooling again
- Contact the manager at hello@ncmuse.co to report the outage and how long it lasted
Water Issue
If you lose water pressure, notice discolored water, or have a leak:
Stop All Drink Service
Do not serve any drinks if the water supply is compromised. Customer safety comes first.
- Stop all drink preparation immediately
- Do not use the espresso machine, hot water dispenser, or any water-based equipment
- Notify customers that drink service is temporarily paused
- If there is a visible leak:
- Try to locate the source
- Place a bucket or towels to contain the water
- If it is a major leak, turn off the water supply valve (located behind the counter near the floor)
- Contact the manager at hello@ncmuse.co with details
- If the issue cannot be resolved quickly, you may need to close for the day
- Do not resume drink service until the water is confirmed safe and running normally
Severe Weather
Fayetteville can experience thunderstorms, tornadoes, and hurricanes. If there is a severe weather warning:
- Shelter in place — do not let anyone leave during active severe weather
- Move customers and staff away from windows and glass doors
- The safest spot in the shop is the back area away from the storefront glass
- Monitor weather updates on your phone
- If the building is damaged:
- Check if anyone is hurt — call 911 if needed
- Evacuate if the building is unsafe
- Do not touch downed power lines or standing water
- Contact the manager at hello@ncmuse.co when the weather passes
Weather Alerts
Keep your phone's weather alerts turned on while you are on shift. A few minutes of advance notice can make a big difference.
Difficult Customer
If a customer becomes aggressive, hostile, or makes you or other customers feel unsafe:
- Stay calm — do not argue, raise your voice, or get confrontational
- Listen to their concern and acknowledge it: "I understand you are frustrated"
- Try to resolve the issue if it is reasonable (remake a drink, offer a refund)
- If they continue to escalate:
- Say: "I want to help, but I need you to speak to me respectfully"
- If they do not calm down: "I am going to contact my manager to help resolve this"
- Do not physically engage with anyone, ever
- If you feel unsafe at any point:
- Put distance between yourself and the person
- Ask other customers to move away
- Call 911 if there is a threat of violence
- Call non-emergency police at 910-433-1529 for non-violent but disruptive situations
- Contact the manager at hello@ncmuse.co to report the incident with details of what happened
Your Safety Comes First
You are never expected to put yourself at risk. If someone is threatening or violent, call 911 immediately. No drink order or customer complaint is worth your safety.
Equipment Malfunction
If any equipment stops working properly, makes unusual noises, smokes, or sparks:
- Stop using the equipment immediately
- If it is smoking or sparking, unplug it (if safe to do so) and move away from it
- If there is a burning smell, treat it as a potential fire — see the Fire section
- Note what happened:
- Which piece of equipment?
- What were you doing when it malfunctioned?
- Any error messages, unusual sounds, or smells?
- Do not attempt to repair it yourself
- Adjust your service — let customers know if certain drinks are unavailable
- Contact the manager at hello@ncmuse.co with the details
Common Equipment Issues
| Equipment | Common Issue | What to Do |
|---|---|---|
| Espresso machine | Not building pressure | Check water supply, do not force it. Contact manager. |
| Espresso machine | Steam wand clogged | Soak tip in hot water. If still clogged, stop using. |
| Blender | Not turning on | Check power connection. Try a different outlet. |
| Blender | Grinding or burning smell | Stop immediately and unplug. Do not use again until inspected. |
| Hot water dispenser | Not heating | Check that it is plugged in and turned on. May need time to heat. |
| POS / card reader | Not connecting | Restart the device. Check Wi-Fi. Switch to cash-only if needed. |
Incident Report
After any emergency or notable incident, write a brief report and send it to hello@ncmuse.co including:
- Date and time of the incident
- What happened (factual description)
- Who was involved (staff, customers, emergency services)
- What actions were taken
- Current status (resolved, ongoing, needs follow-up)
This helps the team learn from each situation and improve our procedures.
Last updated: March 2026