The 8 steps

We are fast casual with full service hospitality. Both halves matter.

Most guests order at the counter, sit, and we bring the food. The eight steps below happen on every visit, every time. Hit them all. Then make every interaction feel personal, not robotic.

1. 1Acknowledge every guest within 4 seconds of them entering: eye contact, smile, nod. Verbal greet within 6 seconds when they reach the counter. The clock starts the moment the door opens. (See Section 10A for the full Four-Second Rule.)
2. 2Ask the second question: First time with us? Sitting together? Dine in or to go? What are you in the mood for? Pick the one that fits the guest in front of you. (See Section 10A.)
3. 3If first time, give the first-timer walk-through (see Cashier Playbook).
4. 4Take the order. Confirm protein. Confirm spice level. Slow down on first-timers, speed up on regulars.
5. 5Suggest one specific add-on that fits what they ordered. Make it match the dish.
6. 6Repeat the order back. Then ask the guest to confirm on the screen.
7. 7Process payment fast. Address them by name on the card when handing it back.
8. 8Direct them: hand them the table number, point to water (self-serve), point to drinks (fountain self-serve, lassi and bottled drinks in the fridge). Tell them: just sit, we bring the food, we bus the table. No need to come back up to add to your order, we will send someone with a handheld to check on you.
9. 9Goodbye. Thank them by name when possible. Invite them back. Make them smile on the way out.

Steps of service is the floor, not the ceiling. Hit them all, then add the part that makes the guest remember you.