Section 1: Welcome to the Family
Lesson 7 of 20
S.E.E. and the 10-4-4 rule
+15 XP
Smile, Eye Contact, Enthusiasm. Acknowledge within 4 seconds of the door, verbal greet within 6. 10 feet is a nod, 4 feet is a real greeting.
S.E.E. SMILE. EYE CONTACT. ENTHUSIASM.
Our promise says acknowledge within 4 seconds and greet within 6. S.E.E. is what that acknowledgement is made of. These are the three things every reads before you say a word.
| Smile | A real smile with the eyes involved, not a performance, and the same at hour five as at open. Practice: say one positive thing in your head before every interaction and the smile follows. |
| Eye contact | Eyes on the at every stage, never on the screen, the KDS, or the food. Practice: pick the guest's eyes as your fixed point at 10 feet, at 4 feet, and at the food drop. |
| Enthusiasm | Warm, energetic, genuine. Fast casual does not mean cold, it means fast and warm. Practice: greet like this is the first of the shift, because it is their first CUN moment today. |
10-4-4, THE SAME RULE WITH DISTANCES ON IT
10-4-4 is not a different time standard. It is our four-second rule with distances attached: acknowledge within 4 seconds of the door, verbal greet within 6 seconds.
| 10 feet | The enters your sightline. Smile and eye contact, a nod, no words yet. They know they have been seen. It costs zero seconds. |
| 4 feet | They reach the counter or the table. Full eye contact and one real sentence: welcome in, first time? or back again, the usual? Use their name if you know it. |
| 4 seconds | All three, smile, eye contact, enthusiasm, inside four seconds of the door opening. Verbal greet by six. No exceptions. |
| Food drop | Eye contact at the moment the plate lands, not before, not after. This is your CTM, you are going to love it. Then move, do not linger. |