"I am shocked that you allow this store to operate in such a poor way. The line out the door, the place is trashed, people waiting 20 minutes for a bagel only to find out that there aren't any more, absolutely no smiles, no greetings, no management. I feel that your store has contributed to the ruination of many many Sunday morning breakfasts. The angry crowd that waited for food with me was far too forgiving in my opinion, As soon as they got their orders, they hurried to eat it and get the heck out of this black hole. I was so frustrated, I wanted to jump behind the counter and start calling out "Good morning!" just to try and show those frowning turtles you call employees how it's done. I'm serious! You need someone just for Sunday morning-- like a "Good Morning! Specialist"-- b/c it really pissed me off that the only thing keeping me from enjoying my delicious bagel sandwich was your employees."
The Einstein Bros. Bagel shop on the corner of Coral Way and Ponce de Leon Blvd in Coral Gables, FL should be a flagship store. It rubs elbows with Starbucks, Houston's, and other top notch business establishments. It just underwent an overdue renovation.
And yet, the same terrible employees serve up the same poor service. In pricey Coral Gables, it is something of a treat to be able to eat fresh baked bagel and drink good coffee for less than $5. Every weekend Einstein's is packed; the line stretches to the door. Upper management should be very happy about that.
What should be very worrisome to the same profit-maximizers is the amount of money they could be making as well as the amount of money that they throw away by alienating their own customers. Translation: when you wish you could just jump behind the counter and do it yourself, the employees and their company have failed. Customers will go somewhere else, maybe like me returning in a few months when they crave an everything bagel so bad that they are willing to throw good money at careless, unsmiling representatives of Einstein Bros. With so many unemployed, you'd think that they'd appreciate their job a little bit more.
Meanwhile, go next door to Starbucks-- as soon as you walk in, they greet you. You are acknowledged. You are asked what you'd like them to get started for you. You may even earn a raised eyebrow if your order is exceptionally bizarre. You are thanked. Through the wall, it's a very different scene.
Maybe Starbucks should buy Einstein Bros and run it the right way. I'm not saying I want to pay $3.50 for my bagel w/ schmear, but I do want to be treated like my order is important for the three minutes it occupies the employee's attention. Einstein's Bros employees (and my experience at the South Miami store has been just as bad) treat me like an unwelcome intrusion on their day, and, in the process, they bring me down.
