From the person at the counter to the voice in the drive-thru speaker, employees are your operation's PR representatives. Every action they take has an impact on customer satisfaction. Whether it's positive or negative depends on your staff's training and execution. Clean, friendly, fun and inviting. Nobody wants to feel like a wallet with a person attached.
Most customers crave personal attention.
When a cashier recommends a menu item that would make a meal taste better, the customer appreciates the gesture and the operation appreciates the increase in sales. Both sides come out winners. One for All and All for One You can work your tail off to please every customer that comes in the door, but you'll be doomed in the long run if you don't fully enlist the help of your staff. Lack of enthusiastic employee involvement within the service-delivery system is the number one reason operations fail to satisfy their customers. But communicating that knowledge to employees is a whole different enchilada.