Greeting Customers

First impressions matter! Learn how to welcome customers and create a positive experience.

The Muse & Co Welcome

Core Principles

1. Be Genuine - Authentic friendliness beats scripted responses
2. Be Present - Put down your phone, make eye contact
3. Be Helpful - Anticipate needs and offer assistance
4. Be Professional - Friendly but appropriate

Quick Reference

Once you've greeted customers and identified their needs, use our Recommendations by Customer Type guide to match them with the perfect drink based on their preferences, dietary needs, or experience level.

Standard Greeting

When a customer enters, use open-ended, value-driven greetings that lead naturally into conversation and sales opportunities:

Morning Greetings (Before 12pm):

• "Good morning! Welcome to Muse & Co! Have you tried our Thai Tea yet?" (leads to signature drink)
• "Morning! What brings you in today - grabbing a drink or checking out the art space?" (opens multiple pathways)
• "Hey there! Welcome in! Are you more of a coffee person or a boba tea person?" (qualifies customer preference)

Afternoon Greetings (12pm-5pm):

• "Hey! Welcome to Muse & Co! Have you seen our Paint & Boba events happening this week?" (leads to event upsell)
• "Hi there! First time checking out Muse & Co, or are you one of our regulars?" (identifies new vs. returning)
• "Welcome in! What sounds good to you today - something fruity, creamy, or caffeinated?" (starts discovery process)

Evening Greetings (After 5pm):

• "Welcome! Are you here to grab a drink, paint, or both?" (Paint & Boba opportunity)
• "Hey! Have you heard about our Sit & Paint option? You can create art right here while you enjoy a drink!" (introduces studio concept)
• "Evening! Looking to try one of our specialty drinks, or are you here for the art vibe?" (positions as destination, not just drink shop)

Daily Special Approach:

• "Welcome to Muse & Co! Today's featured drink is [drink name] - have you tried it before?" (highlights special)
• "Hi! We're running a special on [drink] today - want to hear about it?" (creates urgency and interest)

Why Open-Ended Greetings Work Better

Closed: "How can I help you?" → Customer: "Just looking." (Conversation dead)Open: "What sounds good - fruity or creamy?" → Customer must engage with answer (Conversation alive)

These greetings qualify the customer (new vs. regular, preference type) while leading to value (Paint & Boba, today's special, menu exploration).

Customize Your Greeting

Adjust your energy AND approach to match the vibe:

• Morning customers: Lead with coffee/caffeine options, quick service emphasis
• Afternoon customers: More chatty, introduce Paint & Boba, highlight experiences
• Evening customers: Emphasize ambiance, art studio, relaxation
• Weekends: Push Paint & Boba events, private booking options

Reading the Room

Customer Types

The Regular

• Recognize them: "Hey! Good to see you again!"
• Remember their order if possible: "Your usual today?"
• Build relationship: Ask how their week is going
• Thank them: "Thanks for being such a loyal customer!"

The First-Timer

• Identify them: "First time here?"
• Offer guidance: "Our menu can be a lot - can I recommend something?"
• Explain our concept: "We're a boba tea shop and art space..."
• Highlight specials: "Today we have..."
• Encourage exploration: "If you like it, come back for our Paint & Boba events!"

The Indecisive Customer

• Be patient: Never rush them
• Ask questions: "Do you prefer fruity or creamy drinks?"
• Offer samples if possible: Small taste of tea
• Suggest popular items: "Our Thai Tea is really popular"
• Narrow options: "How about I show you our top 3?"

The In-A-Hurry Customer

• Acknowledge their time: "I'll get you taken care of quickly!"
• Suggest quick items: "Our cold brew is ready to go"
• Be efficient: Skip long explanations unless asked
• Fast checkout: Have payment ready before drink if possible

The Detail-Oriented Customer

• Be thorough: Answer all questions fully
• Know your ingredients: Have allergen info ready
• Explain process: "We make this with..."
• Offer customization: "We can adjust sweetness, ice, toppings..."
• Confirm order: Repeat back their customizations

Group Dynamics

Couples

• Address both people: Make eye contact with each
• Ask if together or separate: "Together or separate today?"
• Suggest sharing: "Want to split one of our seasonal drinks?"

Families with Children

• Acknowledge kids: "Hey there! How are you today?"
• Suggest kid-friendly options: "We have fruit smoothies without caffeine"
• Be patient: Kids may take time to decide
• Safety first: Mention hot drinks around young children

Large Groups

• Stay organized: "I'll take you one at a time"
• Suggest efficiency: "If you know what you want, shout it out!"
• Consider calling out: "Whose drink is this?" rather than delivering to table
• Be patient: Groups are fun but can be loud - stay friendly

Customer Service Excellence

Eye Contact and Body Language

✅ DO:

• Make eye contact when greeting
• Smile genuinely
• Stand up straight
• Face the customer fully
• Use open body language (arms unfolded)
• Nod to show you're listening

❌ DON'T:

• Look at your phone
• Cross your arms
• Turn your back while talking
• Sigh or roll eyes
• Rush body language

Tone of Voice

• Warm and welcoming - Not robotic or flat
• Clear and confident - Speak up so they can hear
• Enthusiastic - Show you enjoy being here
• Calm under pressure - Don't let stress show in voice

Active Listening

1. Let them finish - Don't interrupt
2. Repeat back complex orders - "So that's a Thai Tea, less sweet, extra boba?"
3. Ask clarifying questions - "Would you like that hot or iced?"
4. Acknowledge concerns - "I understand, let me help with that"

Common Situations

Customer Can't Decide

Script:

"I totally understand - we have a lot of options! Let me ask you a few questions to narrow it down. Do you prefer something fruity or creamy?"

Then guide based on their answers:

• Fruity → Fruit teas, passion fruit drinks
• Creamy → Milk teas, Thai tea
• Caffeinated → Coffee, tea
• No caffeine → Smoothies, herbal teas

Customer Asks "What's Good?"

Don't say: "Everything's good!" (unhelpful)

Do say:

"Our Thai Tea is probably our most popular - it's creamy, sweet, and has a unique flavor. If you want something lighter, the Osmanthus Oolong is really refreshing. What kind of flavors do you usually like?"

Share your genuine favorites and why you like them.

Then ask discovery questions to match them to the right drink:

• "Have you had boba tea before?"
• "Do you prefer fruity or creamy drinks?"
• "Are you looking for something with caffeine?"
• "Do you like sweet or light flavors?"

Use Customer Type Recommendations

Based on their answers, refer to Recommendations by Customer Type to match them perfectly. For example:

• First-timer → Classic Milk Tea or Thai Tea
• Want caffeine → Vietnamese Coffee, Dirty Boba, or Matcha
• Dairy-free → Fruit teas or milk tea with oat/almond milk
• Sweet & indulgent → Brown Sugar Boba Milk or Thai Tea

Customer Asks About Ingredients/Allergens

Be honest and accurate:

• "Let me check our ingredient list to be sure"
• Know common allergens in drinks (dairy, nuts)
• Offer alternatives: "We have oat milk and almond milk"
• When in doubt: Check with manager or ingredient labels

Allergies Are Serious

Never guess about allergens. If you're not 100% sure, check the ingredient list or ask management. A customer's health depends on accurate information.

Customer Asks About Events

"We host Paint & Boba events! You paint a canvas while enjoying drinks and snacks. Check out our calendar at ncmuse.co or ask about our next event. We also do private venue bookings for parties and events!"

Direct them to:

• Website: ncmuse.co/events
• Email: [email protected]
• Social media for upcoming dates

Customer Has Been Waiting

Even if it's not your fault:

"Thank you so much for your patience! What can I get started for you?"

Acknowledge the wait and show appreciation. Don't make excuses.

Special Considerations

Phone Calls

No Phone Line

Muse & Co does not maintain a phone line. All contact is via email:

• General: [email protected]
• Events: [email protected]

If someone asks for a phone number, politely explain we operate via email only.

Customers Taking Photos

• Encourage it! "Feel free to take photos!"
• Offer to help: "Want me to take one of you with your drink?"
• Ask them to tag: "If you post it, tag us @museandco!"
• Keep area photogenic: Clean tables, good lighting

Customers Working/Studying

• Be respectful of their space: Don't hover or interrupt
• Offer refills quietly: "Need a refill?" (whisper if they're focused)
• Keep area clean: Bus nearby tables without disturbing them
• Provide WiFi info if asked

Difficult Situations

See Handling Complaints for:

• Unhappy customers
• Complaints about drinks
• Refunds and remakes
• Conflict resolution

Quick Reference

Great Phrases to Use

Opening/Greeting (Open-Ended):

• "Welcome to Muse & Co! What brings you in today?"
• "Have you tried our Thai Tea yet? It's our signature!"
• "Are you here for drinks, painting, or both?"
• "Have you seen our Paint & Boba events?"
• "First time here, or coming back for more?"

Discovery/Qualifying:

• "What sounds good - fruity, creamy, or caffeinated?"
• "Are you more of a coffee person or a boba tea person?"
• "Looking to try something new, or do you have a go-to?"
• "Have you had boba tea before?"

Value Add/Upselling:

• "Our Paint & Boba event is this Friday - want to hear about it?"
• "Today's special is [drink] - it's amazing!"
• "Have you checked out our Sit & Paint studio area?"
• "Want to add some toppings? They're only a dollar each!"

Service Excellence:

• "I'd be happy to help with that"
• "Great choice! That's one of my favorites"
• "I'll get that started for you right away"
• "Thanks for your patience"

Closing:

• "Come back for Paint & Boba this week!"
• "Hope to see you at one of our events soon!"
• "Check out our calendar at ncmuse.co!"

Phrases to Avoid

• "I don't know" (say: "Let me find out for you")
• "That's not my job" (say: "Let me get someone who can help")
• "You should have..." (don't blame customer)
• "We're out of that" without offering alternative
• "Whatever" or "Sure, whatever you want" (sounds dismissive)

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Remember: You're often the first Muse & Co team member a customer meets. Make it count! ☕

Next: Learn about Taking Orders