Marc Haine explains how Chick-fil-A sped up food-court pickups by having clerks take orders while customers wait in line, then call their name when it's ready. The small change made transactions faster and more personal.
But Chick-fil-A opened up and one of the things they realized in their food court, in the food court system, was that it was too slow for people just to walk up to the counter. So now, they created a lineup and they actually put clerks on the line getting your name, getting your order. And by the time you walk up to get it, they go, here Brian, here's your order. Oh Steve, here's your order. Oh Donna, here's your order. Right. And they make it such a positive experience because they actually stopped to think about what does the customer experience look like? Yes. And how do we get rid of the barriers?
