Page 17 - Cowch eBook - Staff Manual 2019
P. 17
It’s impossible to tell when the next rush of customers will be, and
it’s often when we least expect it. Ensure preparations are quick and
efficient so you are ready to BAMA when the time comes!
Make a CONNECTION
Connect with your guests in a way that makes them feel valued,
important and special. Eye contact, acknowledgment and
attentiveness is the key to connection.
Use their name, remember their coffee order, ask where they have
been today, remember their last visit, or their preferred table. Be
sincere and personalise recommendations to build trust and rapport
with your guests. Don’t forget to SMILE! A genuine, friendly smile will
go a long way in making a connection with your guests.
Use the time you have with your guests to make their day brighter and
you just may be the reason they return.
ANTICIPATE needs
When it’s quiet, offer your guests a second drink at the table, before
they even realise they might want one.
Remember the order of priorities: guests are ALWAYS number one.
Anticipate the needs of your guests and your colleagues. When
it’s hot, bring iced water to the tables, help your team mates with
deliveries or simply share your smile with someone who may have lost
their’s.
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