I was at a Dunkin Donuts drive-thru yesterday and noticed this dashboard that tracks speed of service. I told the teen that was working the window how great the dashboard was. She said “there’s too much red and not enough green…I have some work to do.”

This young lady may be earning a few bucks for college and likely doesn’t see this job as her career, but she was committed to doing things well and making things better for her customers.

Customer Experience is everyone’s job. It’s not just some corporate knucklehead’s job to make things better for customers (and I put myself in the knucklehead category).