I went to Chick-fil-A for lunch today and saw something quite unusual. One of the employees was standing in the drive through talking to customers as they drove by. He was wearing the wireless headset and taking customer’s orders IN PERSON.

After I went inside, ordered my food, and was walking back out to my car I had to ask “What are you doing standing in the drive-thru?” and he said “Our drive through speaker is broken”.

I had to think that many restaurants would have just placed a “Drive-thru out of order” sign and cut their losses. But these guys took an otherwise frustrating situation and turned it into an opportunity to add tremendous value to their customers.

What setbacks could you transform into value-building opportunities?