Offers, membership and regular guests

Speak up about benefits and remember what the guest likes

Do not let guests miss what they are entitled to

Introducing a programme is not only about selling more. If a guest qualifies for an offer, points or membership benefits and staff do not mention it, the guest may feel forgotten when they find out later.

Before each shift, the person taking orders needs to know the programmes currently in effect from the store's official source.

Four things to state clearly about a programme

1. What does the guest get? A gift, a discount, points or another benefit.

2. What are the conditions? Which drinks apply, order value, purchase channel, who qualifies or whether the receipt must be kept.

3. When can it be used? Applicable dates, deadline and time window if any.

4. What does the guest need to do? Register, give their membership code, keep the receipt or come back on which day.

Cover all four in short sentences. Do not just say “we have buy one get one right now” and leave the guest wondering which drinks it applies to and when they get it.

The Trà Dưỡng programme: Buy 1 Get 1

The rules in effect: buy Trà Dưỡng (the herbal tea line) today, keep the receipt, bring the receipt tomorrow and receive a free cup of Trà Dưỡng. Buy one cup, get one cup free; buy as many cups as you like and get the same number free, no limit on quantity. The free cup is any flavour of Trà Dưỡng, cannot be swapped for another group and has no cash value. The receipt is valid on the next day only, cannot be accumulated and cannot be used on the day of purchase. Applies to guests buying at the counter and takeaway. Orders through delivery apps do not get Buy 1 Get 1, only the programme running on the app. Members can still use Buy 1 Get 1 like every other guest.

Tell the guest as soon as they order Trà Dưỡng:

When you buy Trà Dưỡng today, please keep your receipt. Bring it to the store tomorrow and you will receive another cup of Trà Dưỡng free, any flavour you like.

When the guest brings the receipt: check that the date is yesterday, check that there is a Trà Dưỡng line, check that it has not been stamped "ĐÃ TẶNG" (already redeemed), then make the cup following the store's POS steps and stamp the old receipt.

If the receipt is past its date, say it gently and leave a way out:

The programme is for the next day only. If you have a new cup today, I will give you the free one tomorrow.

If the guest is unhappy, invite the shift leader; do not argue.

The membership programme

The Hoa membership lives on The Hoa's Zalo OA. The guest taps or scans the QR code at the counter to open the Zalo OA, presses register and it is done straight away, no paper form needed.

Three benefits that must all be mentioned:

First registration: 20% off the bill that same visit.
Member price: every cup is 3,000 VND cheaper than the menu price, toppings not included.
Points: points are based on the amount the guest has spent at the store; every 500,000 VND accumulated can be exchanged for any cup on the menu. Membership tier is based on spending over 365 days, and the benefits of each tier follow the store's announcement.

There are two ways to earn points: the guest gives the phone number linked to their Zalo, or the guest opens the Zalo OA for staff to scan the code. Members can still use the Trà Dưỡng Buy 1 Get 1 at the same time.

Ask once, politely:

Are you already a Zalo member of The Hoa? Registering for the first time gives you 20% off this order, and from the next visit every cup is 3,000 VND cheaper, plus you earn points to exchange for a cup. Just scan the code here and it is done.

Only register when the guest agrees. Do not read out phone numbers or personal details in front of other people. If the guest is in a hurry or declines, confirm cheerfully and do not bring it up again.

Suggest extras because the drink will suit them better

Toppings or side items should only be suggested after you understand the order.

This cup has no topping yet. If you like a light chewy texture, I can suggest one that goes well with this tea base.

Say clearly what the topping adds and whether it costs extra. If the guest declines, confirm cheerfully and keep serving as normal.

Regular guests

Remembering a name and a taste is a lovely way to show care, as long as it is natural and respectful.

Hello Ms Lan. Would you like your usual Hạt Ngọc Đồng Xanh (Roasted Rice Green Tea) with less sugar and ice on the side today, or try something different?

Always ask again instead of automatically making the usual. Preferences can change. Only save information in the system the store allows; do not make casual notes about a guest's private life, health or sensitive traits.

What is worth remembering is whatever helps you serve better: the guest's name, their usual drink, sugar level, ice level, the topping they usually pick and anything the guest has asked for themselves.

Take this with you. Care means remembering the guest's benefits and remembering what they like, while still asking again so they get to choose today.