Lesson 7 of 8 · Getting to know The Hoa
Making guests want to come back
Keeping trust with every order
When a guest chooses The Hoa again
A return visit can begin with something very simple: the guest remembers the tea aroma, finds a drink that suits their taste or once received a carefully prepared order.
That is trust the whole team builds together. The person who selects the ingredients, the barista, the runner who packs the order and the person who hands over the cup each add a part to the final experience.
Numbers that mark a journey
According to figures The Hoa publishes on its homepage, updated to August 2026:
- The rating shown is 4.9/5 on Grab and ShopeeFood.
- There are 595 reviews on Grab.
- The website presents Grab's “Quán Trứ Danh” (Renowned Store) badge at its stores.
These are figures at one point in time. When using them in an introduction, keep the update date and check them by store and by platform. The value of the numbers lies in the trust behind them.
Three things we can do proactively
Make exactly what the guest chose. The right drink, the right options, all toppings and the right quantity. For delivery orders, read the notes carefully before completing.
Prepare the order so it is ready for the person receiving it. Clean cup, sealed lid, clear label, all the utensils the order needs and packed to standard. A well-prepared order is easier for the guest to receive, check and enjoy.
Respond clearly when there is a problem. Listen to everything the guest has to say, check and handle it according to the store's policy. If the person in charge needs to help, connect them proactively so the guest knows their issue is being handled.
You can begin with:
I am sorry today's cup was not what you asked for. Let me check the order and sort it out for you.
Then explain the steps that fit the actual situation.
A good shift is made of many moments of noticing
Noticing that a teammate has left an item out of a bag. Double-checking the sugar level before brewing. Letting people know early when the waiting time changes.
These things help the whole team serve more steadily. Guests may not know who did each step, but they will feel the result.
Before handing over an order, check three things: made as requested, nothing missing, packed and ready.
Take this with you. Every order is a chance to give the guest one more reason to choose The Hoa again.