Sometimes the system takes the cake

Systems are important for business. In previous posts I have mentioned that as we have grown we have tried to find ways to improve our systems constantly so that we can continue to maintain the service levels we aim to.

Any business owner knows this can be hard.

As your business changes sometimes you don’t change enough to see it at the same time, and have to keep stepping back to check what is and isn’t working.

Recently I was lucky to be provided some feedback by one of our customers that highlighted where the system had broken down for her, and that was worth gold!

Today I experienced it (I see it lots) at another business.

I like cake – surprising as it may seem I do – and I love cheesecake even more. At ireckon we get a cake for staff birthdays. Normally I go to The Cheesecake Shop (TCS) and people just let us know what their favourite is so we can pick one up.

June is a cake heavy month for ireckon! This week we have had 3 birthdays next week another 1.

We all get bigger in June! So this week I have called in on the most accessible TCS to me which is on Waterworks Rd. Over the week (M,W,Fr) I have had 3 different servers, so my sampling of their systems is pretty good.

Note: A system should work irrespective of the system, the managers/owners should just manage the system and the system should help the people do their job.

On the counter there is a sign “Customers please ensure you get a receipt for your purchase”.

Now I am unsure why they have the sign?

Do they not trust their staff, so this is a way to keep integrity in the system? Is it for customers to ensure they can check they have been charged correctly? Is it because someone set it up copying the old NCR method?

NCR (National Cash Register) was famous for creating their market by ensuring every cash register they sold in the early 1900’s had a sign on the back saying “Have you got your till receipt”. This got the consumer thinking about receipts which were not commonplace until then, and thus consumers started asking other stores for receipts. As this spread more and more people needed NCR products.

Given TCS doesn’t sell Cash registers it can’t be that.

Moving on – I do need a receipt as the cakes are claimable via the business. Albeit an expense under $50 doesn’t have to have a receipt, my accounting system requires one for all monies spent (even by the boss).

So every day I make a point at the start of the transaction to highlight I will need a tax receipt.

3 out of 3 times the staff member grimaced slightly and said words to the effect of “I hope it will work properly today”. This was usually topped up with some quick comment about how they are having troubles with the receipt part of the register.

(The register is a Sharp and serviced by Kent [who supposedly service them, they had a big sticker on the register]– so it isn’t a weird one off model).

So first off I am wondering how long this has been going on. I recalled my previous visit about 3 weeks before and sure enough the same issue occurred.

The business obviously is a franchise. Thus it can be assumed that when setting it up the store follows the franchise guidelines, uses their processes and signs.

Yet for all the good intent the failure to take care of part of the system lets it down. The register either needs servicing or replacing. In reality not many cakes would pay for it. At least remove the sign that prompts people to ask for a receipt. In theory though this highlights something else:

• There is no system checking the sales system
• There is no external or internal feedback mechanism
• Or the owner doesn’t spend enough time in the store to notice

We all have to make sure systems are there for the end result. I assume the end result here is I get cake, eat it and are happy with it. I shouldn’t even be thinking about ugly paper receipts in a beautiful cake shop! I should be salivating about the cakes.
As a second point, twice this week I couldn’t get the cake of choice. They had none left. It is a tricky deal providing high quality fresh products and meeting customer demand. Once you get your mind set on something it is difficult to ensure total satisfaction if the customer is let down right up front not getting their favourite. Thankfully so many of their cakes keep my staff happy and taste good there are always options. That part of the system works a treat!

A system is only as good as the system that checks it!