Our extended family recently gathered at a local park by the water. A park we chose because there was a fish & chip takeaway right across the road.
It was a sunny day and the park and takeaway were busy.
I stood in line for 20 minutes (only 5 people ahead of me) and then waited another 40 to get my order.
People were shaking their heads in disbelief as we watched the staff floundering. They were flat out busy but not a lot of food was going out the door.
They were sufficiently staffed for a shop that size and the kitchen looked well equiped. What they lacked was simply training and process efficiency.
The food was great, modestly priced and generous in portion size but unfortunately the experience left a sour taste for the patrons.
I encourage everyone to stand on the other side of the physical or metaphorical counter and spend some time experiencing what your customers experience.
You may find the answers are obvious if you take the time to open your eyes.
