This quick guide highlights the key expectations aqnd best practices for how we greet every customer entering our coffee shop. The greeting sets the tone for the entire experience. Energy, acknowledgment, and presence build trust within seconds. Consistency in this area strengthens our culture, increases guest satisfaction, and drives repeat business. All of these behaviors should be top-of-mind before, during, and throughout every shift.

 

🚪 The First Five Seconds Matter

The moment a guest walks in, we acknowledge them.Whether we are slow or in the middle of a rush, no guest should ever feel invisible.A warm, energetic greeting creates connection instantly.

 

😄 Standard Greeting Expectations

When a Patient / Customer walks in:

  • Make eye contact immediately
  • Smile — a genuine smile, not forced
  • Keep your posture open and welcoming
  • Use an energetic and positive tone
  • If possible, greet them within 3 seconds of entry
     

Your smile is contagious. Energy is contagious. If you show up flat, the room feels flat. If you show up energized, the room lifts.

 

👋 If You Are Not Busy

If you are available to assist right away:

  • Make eye contact
  • Smile
  • Greet them warmly
  • Invite them forward
     

Example Greeting:

“Hi there! Welcome in!”
“Good morning! How’s your day going so far?”
“Hey! It’s great to see you!”

If you know their name, use it.

“Good morning, Sarah! Great to see you again.”

Remember, someone's name is their favorite word.

 

⏳ If You Are Busy

Even during a rush, acknowledgment is non-negotiable.

Never let a guest stand without recognition.

If you are helping someone else:

  • Make quick eye contact
  • Smile
  • Give a small nod if needed
  • Verbally acknowledge them
     

Example Acknowledgments:

“Hi! We’ll be right with you.”
“Welcome in! I’ll be with you in just a moment.”
“Thanks for your patience — we’ll take great care of you shortly.”

This takes less than three seconds and completely changes how the wait feels.

Silence feels like neglect. Acknowledgment feels like hospitality.

 

💪 Energy & Body Language Standards

  • Stand upright — no leaning or slouching when greeting
  • Avoid turning your back to the door for extended periods
  • Keep facial expression warm and alert
  • No phones visible while guests are entering
  • Conversations between staff pause when guests walk in

Your presence sets the standard for the entire space.

 

🔁 During High Volume Periods

When there is a line:

  • Continue greeting each new guest as they enter
  • Avoid robotic repetition — keep tone natural and upbeat
  • Thank guests for waiting
  • Reassure them if delays are longer than expected

Example:
“Thanks so much for your patience — we’ll be right with you!”

Energy must stay elevated, especially during busy moments.
 

🧒 Kids

A little treat for a kid will always go a long way. We have little mini cookies here at the coffee shop area. If someone has a kid here with them, we should always ask if they would like a little cookie.
 

🎯 Non-Negotiables

  • Every guest is acknowledged.
  • Every greeting includes eye contact.
  • Every greeting includes a smile.
  • Energy remains positive and professional.
  • No guest should ever feel ignored.

     

🤝 Why This Matters

Guests decide within seconds whether they feel welcome.

Coffee is important.
Speed is important.
But how someone feels when they walk through our door matters most.

We do not serve coffee, we do not serve their illnesses. We serve people - and our greeting is the beginning of that experience.