Pal's Sudden Service

When someone gets it wrong, you may want to blame them, but upgraded thinking first asks, "Did I train them?" Here's the story.

Pal's Sudden Service is a small burger chain in Tennessee, drive-through only, mostly part-time workers, lots of teenagers.

They get your order wrong about once every three thousand six hundred times.

Pal's hires for attitude.

That was message twelve fifteen.

But attitude only gets you in the door.

People drift.

When a machine drifts, you don't yell at it, you recalibrate it.