If a customer is waiting _____ minutes or longer, we need to explain our Cook to Order system and how much longer it will be.

• A. 2
• B. 4
• C. 6
• D. 8

Answer: (B)

When a Cook to Order system is in place, the key skill is proactively updating guests when a delay is noticeable so they understand what’s causing the wait and how much longer it will be. Four minutes is the ideal point to explain how Cook to Order works and give an ETA because it’s long enough for the customer to recognize the wait but short enough to address it quickly with a concrete timeframe. This quick, transparent update helps manage expectations, reduces frustration, and reinforces that you’re taking care of the guest. A simple script might be: “Thanks for waiting—your order is Cook to Order and will be ready in about four more minutes.” Shorter waits (around two minutes) often don’t require an interruption yet, while waiting much longer (six or eight minutes) without updating can raise frustration.