The Cake Bake Shop gives a fantastic and consistent experience. This removing of friction on the clients experience adds friction to the employees and, now the reservations. They have to book weeks in advance and for holidays, months. It’s so popular that the company has grown and gotten attention from the likes of Disney. They now have a location INSIDE Disney from their humble beginnings of Indianapolis.
There’s a company I worked for that has no employee or client on-boarding. I’ve watched they hemorrhaging money and in turn, underpaying employees and under-delivering customers.