Guests come to a café for good coffee and a friendly moment, often in a hurry. Friendly, fast service means you acknowledge people quickly, keep the queue informed and hand off each drink clearly.
Why it matters
Regulars choose a café as much for the welcome as the coffee. A smile and a clear handoff make a short wait feel fine.
Key ideas
Acknowledge quickly
Make eye contact or say hello within seconds, even if you cannot serve yet. Being ignored annoys guests more than waiting.
Remembering regulars
Learn regulars' names and usual drinks, but still check, in case they want something different.
Clear handoff
Put the drink down, say its name and the guest's name, and mention if it is very hot.
Step by step
- 1
Look up and greet each guest as they arrive.
- 2
Confirm the order and give an honest wait time.
- 3
Make the drink, chatting briefly if there is time.
- 4
Call the drink and name at the handoff point.
- 5
Thank the guest and wish them a good day.
Do
- Smile and use names when you know them.
- Keep chat short when there is a queue.
- Apologise and fix it quickly if a drink is wrong.
Common mistakes
- Don't keep your head down and ignore new arrivals.
- Don't argue about how a drink should taste.
- Don't promise a wait time you cannot keep.
The situation
You start a regular's usual flat white. When you call it, they say they wanted decaf today.
What a professional does
You smile, say it is no problem and make a fresh decaf straight away. Next time, you offer their usual as a question.
Useful phrases
“Morning! The usual, or something different today?”
“Be with you in just a moment.”
“Flat white for Priya. Have a lovely day!”
Pro tip
If your hands are busy, a nod still counts as a greeting.
Quick check
Why greet a guest you cannot serve yet?
Think about it, then show the answer
It shows they have been seen, so a short wait feels acceptable rather than frustrating.