Order Ahead, Confusion at Counter: Square’s New App, and the Problem of Leading From Behind

by Steven Jacobs
“So you already paid? I’m pretty sure we didn’t sign up for this.” That was the response from a barista at a cafe in Brooklyn a few weeks ago, when I told him I already ordered ahead using Square’s new Order app. We quibbled for a moment, and then he apologized and passed along an ice coffee as he flung a few frustrated insults at the payments company.Read the full article