A friend of mine, Keith, was visiting this weekend and I went downtown to connect with him. We walked by the Starbucks I used to manage, a couple blocks from where he used to work, and he asked someone to take our photo in front of it. It brought back fond memories of us connecting at lunch breaks.
Taking this photo and looking inside reminded me of something I did while I was there. This narrow Starbucks on Hornby Street is near the law courts, the art gallery, and many office buildings. In the mornings the rush was crazy for about an hour and a half, then the store would quite down with smaller rushes at lunch and at the end of the day. One of the challenges this rush created in the mornings was that people would look in, see the lineup, then leave… hopefully to come back later, but likely we were losing customers.
Inside the store, we had our main cash register, then the pastry case, followed by a counter then the 2nd till for selling coffee beans. Back then the beans were not pre-packaged, we had scales and empty bags, and cupboards with different flavoured coffee beans in them. Generally we would run just one till, unless someone wanted coffee beans, but every morning rush we would have both tills open to maximize how many people could come through. However this created a huge problem for us because the line up would be 10-15 long for over an hour and a half, and navigating to the two tills slowed things down and created opportunities for people to butt in, although I’d say this was mostly done unintentionally. No matter how we managed it, at some point during the rush we’d be apologizing as we helped navigate who should be next, with the lineup going to two very different places, but the store being too narrow to really create two separate lines.
I spoke to my District Manager and told her I wanted to move the second cash register. This also meant moving the pastry case too, to make room for the two tills to be close, but also have a space in between them to serve two different customers. She understood the challenge and had it done to my requested specifications. In the following weeks the results were pretty impressive. During our 1.5 hour rush, we averaged between 45 and 60 more customers (15-20 more per half hour). We had many regular customers thanking us for the change. We also had less people walking by because we were busy, since they knew that the line up would go quickly.
The renovation was probably paid off in a few months, we dealt with less issues around managing the line, customers were happier, and all we did was move a cash register about 9 feet (2.75 metres). We can’t always make big sweeping changes but sometimes small changes can have a big impact.
