Thinking about enhancing the customer experience. Enhance. Enhance. Enhance. What if, by some miraculous use and discovery of technology, a customer could call ahead with his or her order? What if that was taken a step further?
Say, texting your "tall non fat americano with vanilla 20 min" order to your favorite coffee shop? And have a text reply "Order tall n/f amer. w/ vanilla will be ready for you in approx. 20 minutes. Thank you and see you soon. -Pat, Manager" Note: I don't drink coffee, so I have no idea if this is a real drink.
I think it could work. Queue systems are already in place, so a text-in gets shuffled in as well. When the customer comes in for the drink, they will know where their drink is in line. Why not display the queue like airlines displays flights?
Allow this feature only to those who want it. A special group of customers who have a favorite spot, who know the baristas, or vice versa. It may alleviate customer frustration when they see a long line at their favorite spot and decide in favor of cost, rather than benefit. Issue cards and provide special-only access to a text number.
On the business side, it opens a large, well, opening to gather information, preferences, and trends specific to the customer. So when the "new" drink comes out, it can be targeted even better.
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