Why Are They Slapping the Sugar Dispenser?

In a recent engagement, I was working with a client to create a better workflow for front-line staff. The goal was simple: reduce congestion in the work area, minimize time away from the customer-facing counter, and ensure staff could greet customers and start them off on a positive experience.

While observing employees throughout the day, I noticed something odd. Multiple times an hour, the person making coffee would slap the sugar dispenser after pressing the button, then press it again. Curious, I asked why.

The response: "The dispenser has an issue. It doesn't dispense the right amount of sugar. But after you slap it, it works fine."

This workaround had become standard practice. Everyone did it. No one questioned it.

The Real Problem

When I suggested calling a technician, the response was: "It's sporadic, so we just deal with it."

But here's what I discovered after mapping the workflow: the issue wasn't the dispenser at all. It was the steam from the panini press sitting directly next to it. Every time someone made a sandwich, steam would harden the sugar in the dispenser's pipe, preventing proper dispensing.

Why This Matters

This single workaround created a cascade of problems:

Inconsistent Customer ExperienceThe next customer after a sandwich order gets inconsistent coffee. For a one-time customer, it might be acceptable. But for repeat customers, it creates a different experience each time—which hurts long-term business.

Unnecessary Employee StressMaking coffee should be one of the fastest processes. But this sporadic issue adds extra steps and frustration, affecting employee mood and the quality of their customer interactions.

Workarounds MultiplyThis is how inefficiency spreads. One small workaround becomes normalized. Everyone adapts. No one questions it. And suddenly, your entire workflow is filled with unnecessary steps that drain time, morale, and profit.

The Lesson

Most businesses have "sugar dispenser moments", inefficiencies they've adapted to rather than solved. They're so ingrained that nobody even sees them anymore.

The solution isn't to work harder around the problem. It's to identify what's actually causing it, eliminate the root cause, and make work easier, not just for your employees, but for your business.

Stop slapping the sugar dispenser. Fix the steam.