Most businesses, particularly franchises, attempt to streamline success with the implementation of machines. It makes sense given machines speed up most processes, cut overhead costs, and typically make math easier. Yet, when configuring your business to move faster, cheaper, easier, you’ve got to analyze how much control you’re giving to the machines and how it may affect customer satisfaction.
Chili’s, for instance, now has handheld computers at each table where you can play games, add dessert, and pay for your meal. Chili’s quickened the transaction time of paying for a meal, but at the expense of a possibly higher tip for the waitress, at the expense of leaving a final human impression with guests, at the expense of reminding patrons the business carefully choses who they hire to work.
Earlier today at Buffalo Wild Wings I attempted to order a beer. With five minutes left for Happy Hour, I ordered a beer. Moments later the waitress came back and said, “the machine won’t let me.”
Perhaps the machine forgot to account for daylight savings time or maybe management forgot to give priority control to waiters and waitresses over the machines.
When you seek fast, cheap, and easy, it always comes with sacrifices.
Stay Positive & Is What You Sacrifice For Machines Worth It?
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