We went to Louisa Coffee during class to observe their service and their service process.
When my drink was done, they would say softly what drink was done. The customers have to go to the counter and check if theirs. I did not really know if it was mine at first but I had to check the cut. On the cup, there was everything I ordered so I assumed it was mine and took it. When my food was done, they gave it to my classmates which was a bit weird because we paid and ordered separately. I felt it was weird but they saw us walking together so maybe they thought he knew me. Even so, I am not sure that is acceptable in the service industry. Also, how do they know whose food is it do they remember the faces? What if they remember it wrongly? Another thing is there was no indication of whose food it was. I felt kind of weird because I don't know if it was my food but then, I realised I don't really care because, if something goes wrong it is their fault. I think this service failure happened because they were busy and had very few workers. They could hire more people. Or, if they earn enough they can try to rent the place next to theirs to create more room.
The other thing I was disappointed with was the food. The food tasted less good compared to the other Louisas and the food was not satisfactory. Making food is a coffee shop/ restaurant service. I ordered a French toast and a pocket omelette. The French toast tasted more like two pieces of toast with very little honey in the middle. I feel like they did not add any or did not add enough honey in the toast. Also, they were very selfish regarding honey. For the pocket omelette, 50% was the shell/covering and 30% was cheese and 20% was egg. They should have called it cheese with a little bit of egg in it, not pocket omelette with cheese. I feel like these two serve failures happened because they wanted to save money. Honey and eggs probably cost more money than the toast. The cheese and the covering also probably cost less than the egg. However, I get it they are a business and want to make as much as possible but, their actions will make them look stingy and a brand who does not care about its customers. I don't think they would change this because their products are already slightly overpriced and they are a business. If they really wanted to change it, I guess they could just learn to empathise or maybe they could make this into a crazy pr move somehow.