Chapter 2

Do guests leave from waiting, or from not knowing?

Khách bỏ đi vì đợi lâu, hay vì đợi mù?

The chapter's question

How long do my customers wait before they walk away?

Big idea

Customers do not leave because the wait is long but because they do not know how long it will be.

In this chapter

  1. Part 2.1

    Counting the Walk-Aways

    At the busiest hour, how many people reach the door and turn away?

  2. Part 2.2

    Splitting Order and Make

    Who takes the order, who makes it, and is that the same person?

  3. Part 2.3

    Calling the Order

    How does a customer know when their drink is ready?

  4. Part 2.4

    Waiting With Something to Do

    What is the customer looking at while they wait?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of The Counter and Ninety Seconds is free to read right here.

Read in Conan School

Chapters of The Counter and Ninety Seconds

  1. 1.Is the time lost in the hands or the steps?
  2. 2.Do guests leave from waiting, or from not knowing?
  3. 3.Is rush-hour speed bought during the quiet hours?
  4. 4.Does a second barista actually mean more cups?
  5. 5.How do I know the bar is actually faster?