Lesson 4 of 7 · Caring for guests

Caring for the guest while they wait

Give the real time and never leave the guest wondering

Waiting is easier when the guest knows what is happening

Guests are rarely upset just because they have to wait. They are upset when nobody told them in advance, when they do not know how much longer, or when they see someone who came later get served first without understanding why.

Care here has three parts: tell in advance, update and thank.

Before the guest pays

Check the state of the counter and give the real expected time. Do not promise the best-case time when you know the store is busy.

Right now the expected waiting time is about 8-10 minutes. Does that work for you?

If the guest is in a hurry, help them consider a drink with a preparation time that fits. Do not change the drink on your own or cut corners in the process to chase a promised time.

Trà Dưỡng in particular

Trà Dưỡng (the herbal tea line) is hand-brewed and needs time for the herbs to steep. The guest must know before the order is confirmed that the steeping step alone takes exactly 5 minutes and cannot be shortened. When the store is busy, the total time may be longer and must be given according to the real situation.

Trà Dưỡng needs the herbs to steep for a full 5 minutes so the aroma and taste come out fully. There are orders ahead at the counter right now, so the total expected time is about 10 minutes. Would you be able to wait?

Do not say “only five minutes” if you have not counted the queue, the preparation and the finishing of the cup.

While the guest waits

If the store has seats, guide them gently:

You are welcome to sit and wait over here. I will call you when your drink is ready.

When the real time is about to run past the estimate, go and tell the guest before they have to ask:

A quick update: your cup is at the tea steeping step and will need about 3 more minutes. I am sorry it is taking longer than I said.

If the guest keeps looking at the counter, comes closer or checks their receipt, that may be a sign they need an update. Check the order and answer with a specific time.

When handing over the drink

Call the name or order number clearly, confirm the drink and thank the guest for waiting.

Here is your Dưỡng Tâm (Sweet Sleep), served hot. Thank you for waiting the full time for us to steep the tea.

For guests drinking in, and when work allows, you can ask after a few sips:

Is the flavour to your liking? If you need anything, just let me know.

Ask to listen, not as a formality before turning away.

Take this with you. Once you have given a time, remember to follow it. If anything changes, you are the one who speaks first.