At The Counter: Three Things Your Counter Team Should Say Everyday

When I was helping run our family bakery, every phone call started the same way:
“Lovin Oven Cakery, How can I sweeten your day?”

It wasn’t just a catchy line—it was a reminder of our purpose. That small phrase set the tone for connection, warmth, and service before we even took an order.  Many times it brought joy and laughter before we even talked business.  Most importantly, it taught me early on that the words we use at the counter matter. They shape the customer’s experience—and when chosen well, they can lift sales and spirits.

 If your front counter staff are only saying “Hi” and “Have a great day,” you're missing opportunities.  Because words matter.

The right words at the right time can:

• Increase average ticket size
• Make customers feel welcome
• Turn one-time buyers into regulars

And none of it has to sound scripted or fake. It just has to be intentional.

3 Essential Phrases for Front Counter Staff

1. “Have you tried our [insert high-margin product] today?”

Why it works:
This plants the seed without pressure. It makes product awareness part of the conversation.
It’s not a hard sell—it’s a friendly nudge.

Example:

• “Have you tried our lemon ricotta muffin? It’s my favorite this time of year.”

• “Just so you know, the peach danish just came out of the oven.”

This drives impulse buys and moves product while sounding like hospitality.

2. “Are you celebrating something special?”

Why it works:
This turns a transaction into a relationship. It gives your team context—and a chance to offer more.

Example:

• “If you’re celebrating, we have cupcake packs that are perfect for gifting.”

• “We do custom orders, too—let me show you!”

This phrase builds rapport and opens the door to upselling without feeling pushy.

3. “Would you like to join our text/email list for special promotions and a chance to win your birthday cake?”

Why it works:
This isn’t just about marketing—it’s about creating a communication loop with customers who already love you.

Pro tip: Have your signup method visible (on the counter or POS) so the team can point to it and make it easy.

The best marketing lists come from the counter. Teach your team to make the ask.

Front-of-house excellence starts with simple habits. Train your team to say the right things consistently, and you’ll see the difference in sales, customer satisfaction, and staff confidence.

You don’t need to script every word.

You just need to show them what good sounds like.

Want more tips like this? Follow along as we explore much more in the At The Counter Series!