FOH & Service

Customer service is a part of any business. At a bubble tea shop, customer service is crucial and needs to be at a high level. Whether you are a seasoned barista or just starting out, here are a few things you need to know to keep customers coming back. 

👕 Dress the part

Your appearance can play a significant role in how customers perceive how well you serve them. In the food industry, it is important to dress up to code. Make sure you present yourself in a neat, and clean manner when interacting with customers. This means wearing appropriate clothing - apron, Niko Niko logo T-shirt, long pants, closed-toe shoes, and minimal jewelry and accessories.

😄 Smile

Remember to greet the customers as they come in. It's amazing how much a friendly face can change someone's day. Keeping a positive attitude for your customers might be challenging at times, especially if you've had a terrible day, but it can go a long way. 

📄 Know the menu

If you aren't even sure what a product is, you can't expect customers to order it. Make sure you are knowledgeable about the entire selection of flavors and toppings available at your shop.

🧽 Keep it clean 

Nobody wants to enjoy their bubble tea in an unclean setting. Make sure the floors, tables, and counters are always spotless and organized.

💡 Be able to suggest drinks based on preferences

If a customer says they like fruity flavors, don't just hand them a menu and say "pick one." Using what you know about their preferences, provide a personalized recommendation.

🙏 Say "thank you"

Despite being short, it packs a powerful punch. Make sure to express gratitude to and appreciation for your customers.

🧋Make good tea and don't skimp on the bubbles! 

The quality of the product is what matters most in the end. Make certain you put thought and care into each cup of tea you offer.

🙅 It's okay to say no

Customers occasionally make requests that can't possibly be fulfilled. It's okay to respectfully deny their request and present a different solution in its place.

In summary, great customer service is the key to a successful bubble tea shop. By dressing the part, knowing the menu, keeping the shop clean, suggesting drinks based on preferences, smiling, saying "thank you," making quality tea, and knowing when to say no, you'll be able to provide an enjoyable experience for your customers and keep them coming back for more. Don't underestimate the power of good customer service - it can make all the difference!

Here is a step-by-step training guide on how an employee behind the counter takes an order from a customer, based on the video:

1. Welcome every guest. Greet the customer and welcome them in, even if they go straight to the kiosk to order. (e.g., "Hi. Welcome in").

2. Initiate the order. Ask the customer what they would like to order (e.g., "What can I get for you?").

3. Confirm the main item. The employee confirms the customer's request (e.g., "Signature milk tea").

4. Ask for the size. Once the item is confirmed, ask the customer for the size they would like it in. The available sizes are 16 ounces and 24 ounces.

5. Confirm the size. The customer chooses a size (e.g., "16 oz").

6. Verify sweetness level. Ask the customer if the regular sweetness level is acceptable.

7. Address add-ons (pearls/jellies). Ask the customer if they would like to add any pearls or jellies. The customer in the video chose "brown sugar pearls".

8. Address cream add-ons. Ask the customer if they would like to add any sweet cream or whipped cream. The customer in the video chose sweet cream.

9. Complete the order. Ask the customer if they would like any other drink or snack.

10. Finalize. Wait for the customer to confirm their order is complete

Here is a video of a great way to interact with our guests! 

At Niko Niko, the hand-off is the final touchpoint of the guest experience. Delivering beverages with precision not only prevents waste but also shows our guests that we value their time and their order.

Follow these steps for a perfect delivery every time:

Step 1: The Clear Call-Out

When the order is ready, stand at the designated pick-up area.

• Call out the Order Number or Name clearly so the guest can hear you over the shop's ambient noise.

• Example: "I have order number 42!", or "I have the order for Sarah."

Step 2: Verification (The "Read-Back")

Once the guest approaches, do not simply hand over the drink.

• Read back the drink names and modifications (sweetness levels, ice, or specific toppings) as listed on the ticket.

• Why? This ensures the guest is receiving the correct order and allows them to confirm it’s exactly what they wanted before they leave the counter.

Step 3: Direct Hand-Off & Naming

Hand the drinks directly to the guest one by one.

• Name the drink as you place it in their hand.

• Example: "Here is your Ube Latte with Creme Brulee, and your Dragonfruit Refresher."

Step 4: Controlled Straw Distribution

We never allow guests to grab their own straws. This reduces plastic waste and ensures they don't accidentally take a standard straw for a drink that requires a wide boba straw.

• Select the correct straw for each specific beverage (e.g., wide straws for boba/toppings, standard for teas).

• Hand the straw directly to the guest along with their drink.

Step 5: The Final Farewell

Before the guest leaves, do a quick visual check to ensure they have everything they need (napkins, carriers if requested).

• Close with a smile and a "Thank you for coming to Niko Niko! Enjoy!"

Here is a video on delivering beverages to guests.

🥤 The Niko Niko Boba B.L.A.S.T. Guide

1. Believe

In a busy shop, it’s easy to think, "I know I put 50% sugar in that." Stop right there. If the guest says it’s too sweet, then for their palate, it is.

• Action: Accept their feedback as 100% true.

• Internal Mantra: "The guest's taste buds are the final judge."

2. Listen

Our shops can be loud—blenders whirring, music playing, and crowds chatting. Step closer and give the guest your full attention.

• Action: Stop what you are doing. Don't look at the POS screen or the next sticker; look at the guest.

• Key Phrase: "Tell me exactly what’s going on with your drink so I can make it right."

3. Apologize

Acknowledge that they didn't get the Niko Niko experience they paid for.

• Action: Be sincere and specific.

• Example: "I’m so sorry your Brown Sugar Latte wasn't up to our usual standards today. That’s not the experience we want you to have."

4. Solve

In our world, the solution is usually a remake but always check first.

• Action: Offer an immediate fix.

• The "Niko" Way: "I can remake this for you right now. Would you like me to adjust the ice level this time, or would you prefer to try a different flavor entirely?"

• Bonus: If they’ve had a long wait, consider offering a "Free Drink" card for their next visit.

5. Thank

Thank them for not just walking out frustrated. They are helping us maintain our quality.

• Action: Close the interaction with a smile.

• Key Phrase: "Thanks for letting us fix that for you! We want to make sure every sip is perfect. Enjoy the rest of your day!"

Influencer Visit Guide for Team Members

This guide is designed to help you prepare for and manage a visit from an influencer smoothly and effectively.

I. Store & Team Preparation

• Tidy Up: Ensure the space is clean, organized, well-stocked, and visually appealing.

• Team Alert: Inform your team that an influencer is expected.

• Uniform: Everyone on shift must wear an apron at all times.

• Vibe Check: Play appropriate music (no explicit lyrics) at a suitable volume.

• Core Principle: Have a fun environment! We are selling happiness! 😉

II. Welcoming & Interaction

• Warm Welcome: Greet the influencer warmly. Specifically, express excitement for them to be one of the first to experience this store, as we have only been open for a week.

• Be Natural: Be yourself and have fun!

• Information Delivery: You do not need to read off a script. Try your best to naturally incorporate the talking points (Section III) throughout your interaction.

III. Key Talking Points (Our Story)

Share these facts about Niko Niko Boba:

• Founding & Locations: We were established in 2023 in Minnesota. We have 12 in MN, 5 in CO, and 1 in Florida.

• Name Meaning: "Niko Niko" means smiles in Japanese.

• Mission: To create happy daily experiences with our fun, refreshing drinks.

• Freshness: Our Pearls are made fresh every few hours. Teas are brewed fresh throughout the day and are never kept for the next day.

• Fresh Ingredients: Drinks are shaken with fresh fruit purées. Many ingredients are custom-made for us with real fruit (e.g., our strawberry jam, and our banana syrup created specifically because we couldn't find an adequate thick-blended option).

• Custom Teas: Our teas are sourced specifically for Niko Niko Boba:

  • Signature Milk Tea: Our blend of teas from a surrounding lake in Taiwan gives it its distinct taste.

  • Blue Tea: It is caffeine-free, steeped straight from flowers, unlike most places that use powders.

• Macarons: Our Macarons are sourced directly from France.

IV. Drink Service & Allergies

• Size: Always make influencer drinks in LARGE.

• Timing is Key: We want drinks to come out just in time so they look good in photos.

• The Last Drinks: Do the Ube Latte & Tiger Latte last because they drip the fastest.

• Allergy Check:

  • Always ask about dairy and explain our non-dairy creamers and other non-dairy options.

  • Always ask about nuts (specifically mentioning pistachios).

V. Recommended Drinks

Ask the influencer if there are any specific drinks they would like to try, but suggest the following:

Primary Suggestions

• Signature Milk Tea with Pearls (Ask if they like the chewy pearls.)

• Dragon Breeze with Mango Popping (This is our best seller company-wide!)

• Tiger Latte (Oat Milk) with Pearls

• Ube Latte Creme Brulee (Explain that Ube is purple sweet potato.)

• Vietnamese Coffee Creme Brulee or Vietnamese Coffee with Cocoa Sweet Cream (The beans are sourced directly from Vietnam.)

• Matcha Milk Tea with Strawberry Sweet Cream

• Pistachio Peach Bloom with Crystal Boba (Reminder: Check for nut allergies!)

• Macarons from France

Optional Extras (If they want more):

• Strawberry Lemon Spritz

• Strawberry Milk Tea

• Taro Milk Tea with Sweet Cream and Oreo Cookie Crunch

VI. Ending the Visit

• Gift Card: Ask for their email address to send a $50–$100 gift card they can use anytime.

• New Launches: Inform them about upcoming new drink launches (e.g., the Banana series coming in early March), and invite them to return to try it.

Follow-Up: Let them know they can reach out to you with any questions at all. 

As a bobarista in training, you'll be responsible for making delicious drinks and providing excellent customer service. To help you get started, we've put together this FAQ guide to answer some of the most common questions our customers ask. By familiarizing yourself with these questions and answers, you'll be better prepared to provide quick and accurate information to our customers. Remember, our goal is to create a positive and memorable experience for every customer that walks through our doors. Let's get started!

1. Do you have dairy-free or vegan options?

A: Our milk teas are made with non-dairy creamer. It contains 2% milk extract so it is lactose friendly, but not vegan.

For vegan options, we recommend some of our smoothies, fruit teas, and our tea lattes substitute with Oatly.

2. How much difference is the large from the regular? 

A: The price difference is $0.85

3. This is my first time here. What is bubble tea? What is boba? 

A: Bubble tea is made with a combination of tea, milk, sweetener, and toppings. The original topping is this small, chewy tapioca balls called pearls. We have a variety of teas to choose from, including fruity options like mango and strawberry, as well as classic milk tea flavors. You can customize your drink by adjusting the level of sweetness and adding any toppings you'd like.

4. Do you offer any sugar-free or low-calorie options?

A: We offer sugar substitutes like honey for an extra charge (+flavor shot) and Splenda. 

5. For Splenda, ask how many packs the customer wants in their drink. 

A: We also do not list our calories, but for a low-calorie drink, I would recommend our fruit teas and keep the sugar adjustment low. 

6. Can I get a sample before I order?

A: Yes! 

Note: Customers can get samples of our toppings and teas from the barrel. Remember to tell them that the teas are unsweetened. 

7. Do you have any non-caffeinated options?

A: Yes! Our non-tea smoothies, creme brûlée, and lemon breezes. Taro milk tea and horchata milk tea are also non-caffeinated. 

8. How do I know which toppings to choose?

A: Typically the fruity drinks pair well with popping boba, coconut jelly, rainbow jelly, and crystal boba while the milky drinks pair well with pearls, and crystal boba. There isn’t a rule to follow, it really is up to your own preference. Would you like to sample some of the toppings?  

9. Can I get a drink without ice?

A: Yes, unless the drink has Sweet Cream. The ice is needed for the sweet cream to float on top of the drink.

10. Do you have any soy milk or other alternative milk options?

A: Our milk teas are made with non-dairy creamer so it is lactose-friendly. However, our tea lattes can be substituted with Oatly for an upcharge.

11. Can I get my drink hot instead of iced?

A: Yes, most of our milk teas can be served hot, except for the fruit flavors. 

12. Can I order online or through a delivery service?

A: Yes! You can order online through our website www.nikonikoboba.com or you can find us on UberEats and DoorDash.

13. What’s the difference between tea lattes and milk tea?

A: Our tea lattes use whole milk/Oatly milk substitute and milk teas use non-dairy creamer (lactose friendly, but not vegan friendly)

14. What’s the difference between brown sugar pearls and crystal boba?

A: Both have chewy texture. For brown sugar pearls, it is made with tapioca coated in brown sugar, while crystal boba is clear, has less of a bounce than brown sugar and is lightly sweetened with fruity flavor. 

15. Which has more caffeine, green tea or black tea?

A: Black tea has more caffeine

16. How long do your drinks stay fresh? 

A: Our drinks stay fresh for 2 hours, but beverages with pearls are best enjoyed within 1.5 hours

17. Do you offer catering? 

A: Yes, you can inquire about catering on our website. We have a Boba Cart that is rented for events. Some locations also do sell 2-Liter Boba Party Boxes! 

We hope this FAQ guide has been helpful in preparing you for your role as a bobarista in our bubble tea store. Remember, providing excellent customer service is essential to creating a positive and memorable experience for our customers. Additionally, always feel free to ask your supervisor or manager any question you might have, they will be happy to help. We're excited to have you on our team and look forward to creating delicious bubble tea together!