I had people ask me to make their shakes soft---more milk or very hard---hardly any milk. Tell them at Cold Stone how you want it. Not soupy and see how it comes. They may get it right.
We had an Italian place in the last city we lived in and all their dishes were more like soup---lasagna soup---yuck. I told the manager about it and he said ask for less sauce. Now even I know that won't help the problem Runny sauce is runny sauce. I was not surprised when they went out of buiness.
Do you have a Marble Slab in your area? Just like Cold Stone but they may make it the way you want it. Luckily we have both just a mile apart from each other.