Lesson 2 of 6 · Doing it right

Pack the order with nothing missing

The most common mistake, and how the store blocks it

A missing straw, a missing spoon, a missing topping: these are the mistakes guests give feedback on most. Even a delicious drink cannot save an order with something missing. The store blocks this mistake with two things: the double check by two people, and six check items before the bag is closed.

The double check, two people

• First time: the barista rereads the label on each cup and initials it.
• Second time: the runner opens the app screen or the bill and counts the cups and accessories against the screen. Do not count from memory.
• Orders of four cups or more: take a photo of the bag before handing it over.
• No matter how busy it is, never skip the second check.

Six check items before closing the bag

• Label matches the order: drink name, sugar level, ice level, milk base, topping. Read the label against the screen one more time.
• The right type of straw. Floral tea and milk tea use the aroma straw, hot versions use the short aroma straw made for hot cups. Drinks with pearls use the wide straw. Coffee, latte, fruit drinks and Trà Dưỡng (the herbal tea line) use the thin straw.
• A spoon for every cup with topping, or topping packed separately.
• Extra toppings ordered: right type, right number of portions. Kem Bông Dứa (Pandan Cloud Foam) and Kem Mây Hồng (Sakura Cloud Foam) for takeaway go in a separate tub, kept on ice.
• Flower sticker level with the logo, not covering the logo. A wish card for the right shift with every order, clipped beside the cup or stuck on the bag, not covering the logo. How to choose the phrase by shift is taught in the Caring for guests module.
• Lid closed tight, the spill guard on plastic cups, cups standing upright in the bag. Orders with several cups use the cup carrier.

Check all six items for every order, even a one-cup order.

Handing over to the delivery driver

• Ask for the order code or the app name, and match the last four digits. If the code is different, do not hand it over.
• Say the number of cups and straws out loud: "3 cups, 3 straws, please."
• Tap complete on the app as soon as the handover is done.

Common mistakes

• Counting straws by the number of bags instead of the number of cups.
• Forgetting the extra topping the guest ordered.
• Not reading the note the guest left.
• Mixing up cups between two similar orders because nobody looked at the numbers 1/3, 2/3.
• Skipping the second check when it is busy.
• Forgetting the card, or including a card for the wrong shift.

Take this with you. Six items, two checks, two people. This is where the word meticulous (chỉn chu) is born.