This quick guide highlights the key expectations and best practices to follow when taking a customer’s order and identifying Patients who may have an appointment. Because Patients receive a complimentary drink, it is critical that we ask the right question at the right time.

Consistency in this process ensures accuracy, prevents awkward situations, and keeps the experience smooth for both Customers and Patients.All of these behaviors should be at the forefront of your mind during every shift.

 

👋 First Words at the Counter

When someone approaches the counter:

  • Make eye contact
  • Smile
  • Stand upright with open posture
  • Give them your full attention
     

Standard Opening (For Everyone):

“Hi there! What can I get started for you today?”

Do not assume they are a Patient.

Many Patients will not immediately mention they are here for one.

 

 

❓ Identifying Patients (Before Payment)

Before finalizing payment — you must ask:

“And do you have an appointment here today?”

This question should feel natural and friendly. This is important because Patients receive a complimentary drink. If we do not ask, we risk charging them unnecessarily.

 

If They Say Yes:

“Perfect — thanks for letting me know! I’ll take care of that for you.”

Then:

  1. Confirm their full name.
  2. Verify their appointment in the system.
  3. Apply the appropriate comp in Square POS.
  4. Let them know what happens next.

“Great — you’re all set with your drink. Here is an ipad for you to complete the intake. If you can please bring it up when you’re done and a provider will be with you shortly.”

 

If They Say No:

In a natural way, let them know it is because Patients who have an appointment that day get a free drink. Continue to point them to the besa Health QR code and let them know that if they would like to start seeing their providers there, they can start by booking an appointment.  

Continue the order normally and proceed with payment.

 

 

🎯 Focus & Presence During Order Taking

When taking an order:

  • Do not look past the person in front of you
  • Do not engage in side conversations
  • Do not rush because of a line
  • Stay fully present
     

The person in front of you is your only priority.

 

 

☕ Taking a Beverage Order (Square POS Modifiers)

Every order must be rung in completely and accurately using all required modifiers. Never assume. Always confirm.

 

Required Modifier Questions (When Applicable)

Milk Type
“What type of milk would you like — whole, almond, oat, or another option?”

Hot or Iced
“Would you like that hot or iced?”

Size
“What size would you prefer?”

Flavor / sweetner Additions
“Would you like to add any flavors today?”

As they are telling you, repeat back to them so they know you’re acknowledging. 

 

 

🖊️ Writing the Name & Order (Critical Step)

Immediately after or upon confirming the order:

  • Write the Customer or Patient’s name clearly on the cup or bag using a Sharpie.
  • Write key drink details (size + drink type + modifiers).
  • Print neatly and legibly.

Example on cup:
“Sarah – L Iced Oat Latte”

This step is non-negotiable.

The next team member relies on the cup or bag to:

  • Know what to make
  • Know how to make it
  • Know whose name to call out

If it’s not written clearly, the system breaks down.

 

 

🧾 Repeating & Confirming

Before completing the transaction:

  • Repeat the full order
  • Confirm total (if applicable)

Example:

“Perfect — that’s one medium hot almond milk latte. Total is $6”

If they are a Patient:

“You’re all set — that’s complimentary today.”

 

 

⏳ If There Is a Line

Stay steady.

  • Do not skip asking about appointments.
  • Do not skip writing names on cups.
  • Do not rush the current person.
  • Acknowledge the next guest with eye contact and a smile.

Accuracy and consistency matter more than speed.

 

 

💳 Completing the Interaction

For Customers:

  • State the total
  • Guide them through payment
  • Thank them genuinely

     

For Patients:

  • Confirm they are checked in
  • Let them know the provider will call them shortly

     

Always close with:

“Thank you! We’ll have that right out for you.”

Every time someone says thank you: 

“We’re happy to help”

 

 

🚫 Non-Negotiables

  • Always ask if they are here for an appointment before payment.
  • Never assume someone is or is not a Patient.
  • All Square POS modifiers must be selected accurately.
  • Every order must be verbally confirmed.
  • Every name and order must be clearly written on the cup or bag.
  • The person in front of you receives full attention.
  • Bring them energy
  • If they say thank you - you say, “We’re happy to help” 

     

🤝 Why This Matters

This process keeps everything running smoothly.

If we don’t ask about appointments, we risk charging a Patient who shouldn’t be charged. If we don’t write clearly on the cup, the next person can’t do their job properly. If we rush, mistakes happen. Slow down just enough to do it right the first time.

Ask. Confirm. Write it clearly. Move with purpose. That’s how we stay organized and professional.