Most businesses don't calculate the cost of being nice.
Seriously.
Writing the customer's name on a cup?
Labeling sauces for Uber Eats?
Adding a handwritten "thank you"?
It feels free.
It's not.
You're paying in staff time, attention, and mistakes.
And if something's forgotten?
That small error can lead to a 1-star review.
So here's what one of my U.S. clients did:
They connected their order system to a label printer.
It prints out each dish label with the right message.
Automatically.
No mental effort. No mistakes.
The result?
Fewer errors. Faster packing.
And more 5-star reviews.
Implementation:
- List your niceties (anything done for the customer "just because")
- Count how often they're done
- Estimate the time (and error) cost
- Build a tiny automation or script to handle it
- Free up your team to do what only humans can do
This is what I help my clients think through:
The hidden details, and the system that makes them work.