So for lunch today me and a friend went to Five Guys to get some burgers and fries. My friend orders first and pays. Then I placed my order and paid. After I placed my order my friend tells the cashier that he'd like to change the toppings on his burger. He basically just wanted the other toppings off of it and to put bacon and bbq sauce on it. The immediate response was "We can't". My friend talked to the guy for a minute and got them to add the BBQ, but only after much resistance. Pretty lame.
I was talking to my friend afterwards about it and I commented that it's not even really the cashier's fault. He knows the rules. He knows how the system works. He knows what he's supposed to do, and that's it. Nobody told him that really the goal is to make the customer happy so that they have a good experience. He just knows that once an order is placed, it can't be changed. Imagine how different it would be, though, if management gave them the rules and the system, but then told them that above all else, do what it takes to make the customer happy. If they want to change their order, let them do it. If they don't like what they got, get them something else. Don't go talk to a manager about it, just do it. If you give people a good experience, they'll remember it.
It kind of goes back to what I learned at the Granger communications workshop as far as people will remember 100% of what they feel. The more you can tie emotion into anything, the better people will remember what you've done. JM