Local Heroes of Customer Service

Photo Credit: Steak 'n Shake Instagram

I’ve been pretty tough on Steak ’n Shake over the years. In my books and presentations about customer service, it’s been one of my go-to examples of how not to treat customers. And, honestly, the criticism has usually been well-deserved. While their burgers are solid, the service has consistently been slow, indifferent, or confusing enough that I often left wondering why I had just spent that much time and money for such a frustrating experience.

But today, I need to eat my words—literally and figuratively.

I had some time to kill while doing business near the Steak ’n Shake in Mt. Zion, Kentucky, and decided to give them one more chance. To my surprise, what happened next completely changed my perception of this restaurant.

The moment I walked in, I was greeted by Sally, who welcomed me with genuine warmth and immediately offered to help me place my order using the kiosk. Now, for those of us who still prefer talking to a real person, the kiosk can feel like an unnecessary obstacle. Sensing my hesitation, Sally took over with enthusiasm—guiding me through each screen, asking the right questions, and making sure my order was exactly how I wanted it.

When she finished, she walked me over to the drink station and explained that I’d need my receipt to activate the dispenser. I hadn’t seen that system before, and without her help, I would’ve been standing there like a confused tourist. I couldn’t help but notice how clean everything was—no sticky counters, no spilled drinks, no mess. Clearly, this store took pride in its appearance.

As I sat down, I told Sally I needed to grab my phone from the car. Knowing how long Steak ’n Shake meals usually take, I figured I had plenty of time to check my messages. Sally smiled and said, “No problem—I’ll get you some ketchup and napkins while you’re gone.”

When I came back a few minutes later, I checked the sign again to make sure I hadn’t accidentally walked into the wrong restaurant. My burger and fries were already waiting for me at the table, perfectly presented with all the condiments. The entire experience was smooth, efficient, and—dare I say—pleasant.

I complimented Sally, took a picture with her, and made sure to tell her manager what an exceptional employee she was. As I shared with her, real change like this doesn’t happen by accident. It’s the result of strong, on-site leadership. Even when corporate doesn’t prioritize customer service, great local managers and employees can decide to make excellence their personal standard. In this case, a manager whose boss probably wasn't holding them to a high standard decided to set their own bar for this location. I always have great respect for these managers, as they're likely not getting a pay raise or promotion from doing this, only pride in knowing they've created the best team and, thus, dining experience for their customers. 

The same holds true in education. If a superintendent or school board doesn’t emphasize customer service—and, frankly, few do—there can still be individual schools where the staff creates an outstanding experience for families. Leadership and culture can be built from the ground up.

Of course, when I tried to fill out the survey on my receipt to share my positive experience, I was reminded that Steak ’n Shake’s corporate office might still have a few things to learn. It required typing in a full website URL on my phone and then entering a 15-character passcode—an Olympic-level task for anyone over 50 who needs their “readers.” My first thought? They must not want too much feedback.

Still, on this particular day, this customer service author found himself humbled—and impressed. Sally and the Mt. Zion Steak ’n Shake team delivered an experience that proved one powerful truth: great service doesn’t always start at the top—it starts local leadership and employees who simply decide to care.