If a customer has been waiting ________ minutes or longer, we need to explain our cook to order system and how much longer it will be.

• A. 2
• B. 3
• C. 4
• D. 5

Answer: (C)

When a customer has waited four minutes or longer, it’s time to step in and explain what’s happening. Our cook-to-order system means each item is prepared fresh after the order is placed, which can take longer than pre-made items. At around four minutes, uncertainty tends to rise for customers, so a proactive explanation helps prevent frustration.

Explain briefly that the meal is cooked to order and provide a new, specific estimate of how much longer it will take. This transparency shows respect for the customer, reduces anxiety, and keeps the interaction positive. A courteous acknowledgment of the wait, an apology for the delay, and a clear update on the ETA go a long way toward maintaining trust.

If helpful, offer to check back in with them or answer quick questions while they wait, reinforcing that you’re actively managing their order.