Lesson 1 of 7 · Caring for guests

Care starts with observing

See what the guest needs before you speak

Do not serve everyone the same way

A guest glancing at their watch needs to know which drink comes out fast and how long they will wait. A guest who has stood in front of the menu for a while may need a suggestion. Someone carrying a baby or lots of bags may need you to pack the bag more neatly for them. A guest in the middle of a conversation may want a few more minutes before ordering.

Care starts with seeing those signals, then asking to confirm instead of guessing.

Four things to observe

Is the guest in a hurry or do they have time? If the guest looks at their watch, asks how long the drink takes or says they have somewhere to be, tell them the expected time before you confirm the order.

Does the guest already know what they want, or are they still undecided? A guest who names the drink straight away needs a quick confirmation. A guest who studies the menu for a long time, asks about several drinks or looks around the counter usually needs a gentle opening line.

How much help does the guest want? Some people like to hear all about the aroma and ingredients. Some want a really short answer. Watch their reaction and adjust how much you say.

Is there anything you can make more convenient? Point out where to collect the drink, pack a sturdy takeaway bag or invite the guest to sit while they wait if the store has seats. A small thing done at the right moment is often remembered for a long time.

Opening the conversation naturally

For a guest who is still undecided:

Would you like to find a drink by the taste you enjoy, or shall I suggest a few easy ones to start with?

For a guest who seems to be in a hurry:

Do you need your drink by a certain time? Let me check the waiting time so we can choose something that fits.

For a guest looking at the tea display tubes:

Do you prefer floral notes, roasted rice notes or a stronger tea base? Let me walk you through each one.

Checking in while staying tactful

When the counter is not too busy, a small check-in question can make the meeting feel closer:

Are you drinking in today or taking away?

Did your last cup suit your taste?

Would you like your usual today, or try a different flavour?

Care does not mean asking about private matters or being over-familiar when the guest is not comfortable yet. “Care for guests like family” should show in the way you want the guest to know enough, to wait knowing what is happening and to receive exactly what they chose.

The Hoa voice when speaking with guests

Use the polite Vietnamese forms of address (call yourself “em”, call the guest “anh/chị” or “mình”), speak slowly, do not blame, do not lecture, do not give orders and do not exaggerate. Ten lines the store does not use, and what to say instead:

• Do not say "Everyone loves this drink." Say instead: "Of course, let me make you a fresh cup."
• Do not say "That is not our fault." Say instead: "I am sorry today's experience was not good."
• Do not say "That is just our policy." Say instead: "The programme works like this, and here is what I would suggest for you."
• Do not say "Hold on" without saying how long. Say instead: "Please give me 2 minutes."
• Do not ask "Who made this cup?" in front of the guest. Say instead: "I will remake it right away." Internal matters are for colleagues, later.
• Do not say "We are out." Say instead: "We are out of Sen Hạ (Summer Lotus Oolong Tea) today. You might like Mây Sữa (Milky Cloud Oolong Tea), it has a gentle floral note too."
• Do not say "I don't know." Say instead: "Let me ask the shift leader right away."
• Do not say "Drink this and you will be cured" about Trà Dưỡng (the herbal tea line). Say instead: "This is a herbal tea, it is simply pleasant to drink."
• Do not say "Ok", "Yeah", "Right". Say instead: "Yes", "Yes, certainly", "Thank you."
• Do not ask "Did you read the menu properly?" Say instead: "I am sorry, I did not explain it clearly."

The same spirit when introducing drinks: invite gently ("please try it", "smell it first, then drink"), name the feeling (jasmine aroma, warm, sweet finish), speak honestly about the drink. No "buy now", "best of the best", "one sip and you are hooked", and do not mix in English words when the guest is Vietnamese.

Take this with you. Observe to know what to ask. Ask to know how to help.