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…Special orders don’t upset us. All we ask is that you let us serve it your way. This was the Burger King jingle from back in the ’70s. Today people want it their way. Some places make it hard to get it their way. Go to a few fast food restaurants and try getting their signature sandwich without ketchup. Sometimes you do, and sometimes you don’t. I always order my sandwiches without mayonnaise, and a good percentage of the time, they have to remake the sandwich. Subway makes sandwiches to order. As it goes across the “assembly line,” your professional sandwich maker asks you what you want. And now the Subway in Charlotte Harbor, FL, has taken it to the twenty-first century with one of the first drive-through systems equipped with a touch screen. You drive up, use the touch screen to order your sandwich, condiments and whatever else you want, swipe your credit card and simply drive up to the pick-up window and get your meal. Joseph Candito, a development agent for Subway franchises across Southwest Florida, said the addition of the kiosk would lower the chance of incorrect orders. “It’s going to increase the accuracy of the drive-through through the ordering system,” Candito said. “I think it’s going to bring technology to the forefront for customer service.” This system, made by Benseron Information Technologies, is only the second of its kind, according to Onur Haytac, president of the company. It not only takes the order the way you want it, but the screen also adjusts to the height of your car and is multi-lingual. Now, you really can have it your way! Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at Connect with Shep on LinkedIn.

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