Guest Interaction — Food Shelf Flow
Your goal is to help each guest feel safe, respected, and supported — while keeping the flow consistent. Calm tone + clear direction is the win.
Warmth first. If things get unclear, slow down and involve your Team Lead.
Be Known. Find Hope. Love Our City.
Non-Negotiables (Safety & Flow)
- One guest goes through at a time
- No guests go through unattended at any time
- Additional family members wait in the lobby
- If unsure, redirect back to the beginning (the iPad table)
This is for their safety and ours. The flow protects everyone and keeps the experience calm.
Roles (Two Serve Team Roles)
- Registrar: sits at the table and registers guests on the iPad
- Guide: walks with the guest through the line and helps them finish
“You’re all set. I’ll have someone walk with you through the line.”
Quantity Signs (How to Handle Limits)
- Follow the marked signs for how many items and which containers to pull from
- Quantity rules are recommended guidelines
- Help the customer first and foremost, while staying close to the signs
- If unsure, redirect to the Team Lead at the iPad table
“These signs show our usual guideline. We’ll do our best to stay within that, and we also want to help you get what you need.”
If a Guest Gets Pushy or Forceful
If a guest becomes pushy or forceful, calmly send them back to the iPad table for the Team Lead to handle.
- Stay calm and keep your voice low
- Stop the walkthrough (don’t continue shopping)
- Redirect them to the iPad table for the Team Lead
- Do not argue, negotiate, or escalate
“Let’s head back to the iPad table so the Team Lead can help with this.”