How to handle a new customer request

1. Respond Within One Hour ⏰

When a new request comes in, you’ll be asked a simple question: “Are you available?” You have one hour to respond in the Sous app — after that, we’ll work on connecting the customer with another chef.

• ✅ I’m available
  Sous instantly texts you the customer’s phone number. Proceed to Step 2.

• 🙅 No thanks
  The request moves to your History tab and the customer is notified. We’ll find them another chef.

⚠️ Important: Saying “I’m available” does not mean you’re booked. Service is not confirmed until you send a proposal and the customer approves it.

2. Reach Out Immediately 📲

Speed signals professionalism — customers notice. We recommend sending an SMS and messaging in the Sous app. 

⏱ Aim to reach out within 5 minutes.
The faster you respond, the more likely they are to book with you.

Message template

Hey [their name]! It’s Chef [your name] from Sous. I would love to help you with this service. Would you be available sometime today or tomorrow for a quick call? We can collaborate on the menu before I send you a proposal. Let me know what time works for you

3. Get on a Phone Call 📞

The goal of your first call is to listen and take notes so you can build a menu and quote the customer will actually approve. Start with a brief intro — under a minute — then let them talk.

👂 You’re there to guide them, not pitch them.
Customers who feel heard are far more likely to book.

Questions for every customer

• What are you looking for from a personal chef?
  Quickly understand who they are and what they want from this service.

• Do you have any allergies or dietary restrictions?
  Write these down carefully — this is critical.

• Who will you be cooking for?

  • For meal prep: get names and ages of everyone in the household.
  • For special occasions: get a sense of group size.

If they’re a meal prep customer 🥗

• What are your dietary goals?
  Eating less takeout, more variety, more vegetables, specific diet (keto, gluten-free, etc.).

• What does “healthy” look like to you?
  It means something different to everyone — find out before you build the menu.

• What are your strong dislikes?
  Customers often struggle to say what they like. Dislikes are much easier to get and much more useful.

• What days and how often?
  When do they want meals? Which days should you come to the home? When do they want to start?

• Do you have a preferred grocery store?
  Some clients want Whole Foods only. Others are fine with Jewel or similar.

• Do you have glass containers I can use?
  If not you can source them and charge the customer for a reimbursement.

• Anything I should know about the home?
  How to enter, any pets, whether someone will be home while you’re working.

If they’re a special occasion customer 🍾

• What’s your vision for the menu and service?
  Do they have a theme, cuisine, or specific dishes in mind?

• How many courses are you thinking?
  Appetizer, salad, soup, entrée, dessert — or something more elaborate?

• Individually plated or family style?
  Let them know individual plating takes more time and may impact the quote.

• Where is the event taking place?
  Client’s home, Airbnb, another venue?

• How interactive do you want me to be with guests?
  Some hosts want you front and center; others want you to stay in the background.

4. Send Your Proposal 📋

After your call, build a menu and quote based on what you learned and send it through the Sous app as quickly as possible.

✅ You’re booked when the customer approves your proposal — not before.
Sous will automatically follow up with the customer after you send it.

If you haven’t had a call yet, do that first. Proposals built around the customer’s actual vision get approved much faster.

General Best Practices ⭐

⚡ Move fast

At every stage — your initial response, first outreach, follow-up — speed signals that you’re reliable and excited about the work.

👂 Listen more than you talk

The first call is a discovery session, not a pitch. Take notes. Customers who feel heard are far more likely to book.

🙋 Humanize yourself

You’re not just a service. Share a bit about your background and cooking story. Real relationships lead to long-term clients.

🧭 Guide, don’t correct

Customers aren’t always right about food — and that’s okay. Your job is to gently steer them toward a great menu, not tell them they’re wrong.