Onboarding gone wrong
In my personal opinion, Super Duper makes the best vegetarian burgers in the city. One thing that they have started doing recently is to ask every single customer placing an order over the counter - “Have you been here before?”. Every Single Customer.There are two possibilities - either you are new to the place or you had been there before. Based on your answer, the next sentence changes as below - New: “We can help you if you have any questions”Existing: “Welcome back”There are many problems with this on-boarding process:Lack of Delight: You are not offering anything delightful to the new customer. If somebody has any questions, they will ask you. It would not matter if they had been at the place before or not. Remembering is hard: As there is no “Remember Me” checkbox for humans, it is very likely that the employee behind the counter will forget if you have been there before. Even if somebody had really sharp memory, there could be different people working different shifts at different locations. So its reasonable to assume that this would not work most of the times.Annoyance for frequent customers: For people who visit the place frequently this is an annoyance because you have to answer the same fucking question again and again every time.This behavior makes me wonder about one question - would you annoy your existing customers under the pretext of possibly making things better for new customers? And not even make things better for new customers?Just focus on doing what you do best - “MAKE GREAT BURGERS”. Don’t try to be all fancy pants and solve a problem that does not exist.