Terrence D.
Yelp
What does the consumer want and what are we getting.
I feel most want at a minimum what's offered on the menu and a croissant isn't that difficult is it? If you can't provide what's on the menu can you at least own the mistake? We live in a country of 2nd chances, but you have to own your mistake. Even if you can't own the mistake you shouldn't make your revenue provider wait an additional 30 minutes for their modified meal, should you ?
Once you get past that, then consistency is critical, but consistency matters only if the product is a quality product. I ordered the same cocktail twice, a simple expresso martini . The first was great and the second watered down and bland in comparison. I sent it back and I don't normally because they deserve grace, a 4/1/24 open date means they are still working through the kinks. The 3rd with instructions "just like the 1st", was no better. Should they get grace? Harwood group has been doing this for a minute and their playbook should be airtight
-OR-
They figure they can give us whatever and we'll take it.
Did I mention I was drinking and I ordered a scone at the same time of the main entree. It came out approximately 1 minute before the modified sandwich, which showed up 30 minutes after the let me know no croissant. I didn't hear about no croissant until a solid 15-20 after my original order. Harwood, I was at the bar and there was max 4 other patrons. I don't know what the rest of the place looked like, it didn't feel packed.
I wish I could come into an organization like this, offer a service and tighten the screws on hiring and if not hiring then TRAINING . Bring six sigma into the process and make it so repeatability and therefore repeat customer makes them a destination. The formula isn't that difficult. But the problem isn't the formula, it's the metric and for a group of this size I guess if they last a year, they are good .
They get 2.5 because when I spoke they at least listened and tried. Otherwise a 2z