Staffing Projects and Offering Quality Service for customers How much stress and strain does customer service place on customer relationship? I recently completed a global survey of over 2,000 customers (total of 5,000) via Chart’s Unreliability! The result showed that customers didn’t buy food if they received poor customer service. So how can we provide a quality experience to our customers? We identified 2 key areas of pain points customers felt that we failed in. Food visibility (80%) and in-store staff (70%). As a team we opted to focus on these 2 main areas as we deemed this to be the areas that gave rise to customer discontent. In addition, as a result of the 2012 fallout, we chose to reduce hours, reshape our stores to look more like a restaurant and create more physical space so that they look less like retail shops. All of these changes have been difficult and have received underwhelming feedback from the team thus far, but we’re committed to learning and improving ever...