Do your best to engage with customers BEYOND the check-in transaction. Look for opportunities to create “memorable moments” : keep an eye out to see if anyone needs help, and check in with customers every so often (“are you/they having fun? Please let me know if there’s anything I can do or if you have any questions”).
NEW CUSTOMERS: Unless you are 100% certain that a customer has been here before, your first question (after “welcome, do you have a reservation with us today?”) should be, “Is this your first time at Nook?” Every new customer should be given a tour of the space. Sample scripts below:
SHORT SCRIPT (for times when there’s a line at the door): Welcome to Nook! I’d love to give you a quick tour of the space. I’ll find you after I check these guests in. For now, the 2 things you should know are there are cubbies for your shoes and bags there (point to storage area) AND we have complimentary coffee in the parents lounge. Let me know if you have any questions! Enjoy!
LONG SCRIPT (for when there’s more time): Welcome to Nook! We call ourselves a play and learning space for the entire family because we designed the space with parents and caregivers in mind too. So you’ll find freshly brewed coffee in the parents lounge (tell them about the cup policy) and plenty of seating in the play space (point to benches along the wall if you’re in Ballston). For kids, we’ve divided the space into different nooks each with a different play theme that we change periodically throughout the year. Many of these nooks feature digitally native toy brands that you can’t find in Target or most other toy stores. [For Ballston, add: “Our party rooms and classrooms are in the back. Our class schedule is online and I have a flyer on what we’re offering at the front desk.”] Let me know if I can answer any questions as you make your way through the space. Enjoy!
Lead with Yes. Try your best to say yes to every customer request. If it is something against our rules or we just cannot accommodate, try your best to offer another suggestion/solution.
Turning people away: When we are at capacity, it will be necessary to turn people away. Let them know that in the future they can reserve a spot in advance on our website. If someone is really upset about being turned away, suggest another place nearby where they can wait and offer to give them a call as soon as a spot opens up. If they are very, very upset, offer to give them a free pass (ask for their name and email address).