From Matt Richtel's "The Long Distance Journey of a Fast-Food Order," in the Times about how people in California call-centers are taking remote drive-through orders for restaurants around the country:
"The people behind this setup expect it to save just a few seconds on each order. But that can add up to extra sales over the course of a busy day at the drive-through."
As refined and efficient as Starbucks is in making and serving coffee, I wondered the other day as I was waiting for the woman in front of me to return her change to her billfold and her billfold to her purse and her purse to her shoulder, when they'll truly grasp this concept. The woman tried to slide over and out of my way (and the woman behind the counter could have made an effort to hand me my stuff from the counter), but every surface is so jammed with mints and CDs that there was nowhere for her to go.
A little extra counter space would speed things up mightely, I suspect. I know Starbucks is about lounging and relaxing and feeling unhurried, but it's also about me needing to grab my morning coffee and get to the office in a hurray.
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