Lesson 5 of 7 · Caring for guests
The wish card for each shift
One card per order, a phrase chosen by shift, handwritten in ink
The part the guest takes home after the cup is finished
Handwritten cards and small gifts are mentioned 41 times in guest reviews of The Hoa, after the cup and the packaging, after the word "meticulous". A small card with one handwritten line is what the guest keeps once the cup is gone. So the card is not a gift given on a whim. One card per order, with the phrase chosen by shift.
The rules
- One card per order, including single-cup orders and app orders. Clipped beside the cup or stuck on the bag, never covering the logo.
- Choose the phrase by shift: morning is about the new day, afternoon is about taking a short rest, evening is about a good night's sleep.
- Handwritten in ink on the pre-printed card. Untidy handwriting is fine; it must be clean. When it is too busy, use cards with a pre-printed phrase.
- If you know the guest's name, add it: "Chị Lan ơi, ..."
- Regular guests: never the same phrase twice in a row.
Phrases by shift
Morning shift, 8am to 12pm: about the new day.
- Một ngày an yên đang chờ bạn đó. (A peaceful day is waiting for you.)
- Chúc bạn có một ngày không quá vất vả. (Wishing you a day that is not too hard.)
- Hôm nay trời đẹp, lòng bạn cũng vậy nha. (The weather is lovely today, may your heart be too.)
- Chúc bạn gặp may mắn nho nhỏ hôm nay. (Wishing you a small piece of luck today.)
- Mong bình minh ngày mai mang đến cho bạn nhiều hy vọng mới. (May tomorrow's dawn bring you new hope.)
- Chúc bạn đi đâu cũng gặp điều dễ thương. (Wishing you something lovely wherever you go.)
Afternoon shift, 12pm to 5pm: about taking a short rest.
- Hôm nay, bạn đã làm rất tốt rồi. (You have done really well today.)
- Nếu mệt quá, thì chúng mình đi chậm lại một chút. (If it is too much, let's slow down a little.)
- Nhớ nghỉ ngơi khi thấy lòng mệt nha. (Remember to rest when your heart is tired.)
- Hôm nay hãy cho phép bản thân được chậm lại. (Today, let yourself slow down.)
Evening shift, 5pm to 10pm: about a good night's sleep.
- Hy vọng hôm nay bạn sẽ ngủ thật ngon sau một ngày dài. (Hope you sleep really well after a long day.)
- Hy vọng ngày của bạn khép lại bằng một nụ cười. (Hope your day ends with a smile.)
- Mong bạn luôn có một nơi để trở về và nghỉ ngơi. (May you always have a place to come home to and rest.)
- Nếu hôm nay có chút buồn, hãy để nó tan dần theo đá nhé. (If today felt a little sad, let it melt away with the ice.)
The full set of over a hundred phrases is available at the store. The right phrase is the one that leaves you feeling lighter after reading it.
The voice of the card
- One line, short, and your shoulders drop after reading it. That is The Hoa's voice.
- No exclamation marks, no "cố lên" (hang in there), no lecturing.
- The card is a wish for the person, not a word about the drink or its benefits.
- The photo shows a few lines in the right voice to learn from: "Uống nước ngon, lòng cũng dịu lại" (a good drink, and the heart settles too), "Hôm nay, bạn không hề cô đơn đâu" (today, you are not alone at all), "Mọi mệt mỏi rồi sẽ trôi đi thôi" (all the tiredness will drift away).
When handing over, say one line of thanks
"Cảm ơn mình đã ghé The Hoa. Chúc mình một buổi chiều nhẹ ạ." (Thank you for stopping by The Hoa. Wishing you a light afternoon.)
For a multi-cup order, say the count out loud so the guest can relax: "I have checked 3 cups, 3 straws, 2 spoons." For a first-time guest you can add one invitation: "Next time try Sen Hạ, the aroma is a different world."
App orders need no words for the driver. The wish is on the card and the cup sleeve; the guest reads it when they open the bag.
The card through a day at the store
- Start of shift: check there are enough unwritten cards and a pen, with today's shift phrases next to the order pick-up point.
- Before closing the bag: the card is one of the six checks, alongside the label, straw, spoon, toppings and a sealed lid.
- Shift close: the shift close record has a "Cards included" box. The number of cards must equal the number of orders.
- A guest compliments the card: thank them, and mention who wrote it if they ask.
- An app order re-delivered because something was missing: include a card and a discount code for next time, as per the rules.
Write three cards for three different shifts and hand them to your mentor without saying which shift is which. If your mentor guesses all three right, you have chosen the phrases well.
Take this with you. One card per order. Right shift, clean handwriting, placed correctly.