Have you ever worked in the service industry? If so, have you ever had to try very hard to please everyone but never the less felt that you were caught between a rock and a hard place? In any case, we face some of these situations occasionally in the course of our day-to-day operations and would like to share them with you with total honesty.
It's lunchtime for example, the queue is getting longer and an undecided customer is asking questions about every single item on the menu delaying everybody behind. We want to offer the best service that characterizes the type of business that we are, but people in the queue are in a hurry, they don't like being delayed, they're impatient and they show it.... It's ok. We are used to that! We take all the time needed to please this particular customer who later leaves well served and satisfied. We smile to the next client, the line starts moving again smoothly with no incidents!
There are also those who arrive early, choose a table that seats four people and settle in comfortably. Later, when other clients look for a place to put down their cup or plate, it's hard for us to ask those who were here first to make room to the new comers. But it is even harder to let people leave because there's no place for them to sit.
And if a person allergic to one of our products decided to bring their lunch into the store, would it be fair not to grant the same favor to someone who asks to do so but for a different reason? The list of things is long and hard to control, especially with allergies. Nut allergies for some, kiwi for others...What to accept and where to draw the line? Should we also accept a delivery of food ordered from another chain by a customer sitting in one of our cafés? (Because yes, as strange as it may seem, it has happened already!)
Therefore, to avoid misunderstandings and limit "harsh" interventions that look like school discipline, our designers and developers had a funny idea after discussing with our customers, employees, franchisees and territory directors. They worked on the sign below that shows with humor the ways that set the foundation of our work.
Even if we do everything we can to make everybody comfortable as if at home, the fact remains that we still have to pay the rent beginning of every month! Consequently, there are some things that cannot be allowed.
At the end, and without any intention to play on words, we have to face the fact that selling coffee and sandwiches, is our "bread basket" and beautiful spaces, nice atmosphere, good company, free WiFi, music, magazines and newspapers, are extras that we delightfully love to offer to you!