Penny Blue Lane

Love the new fit-out! This is one of my favourite spots to come and work.

Just a couple of tweaks I think would really nail the brand equity and provide sustainability.

As someone who’s operated successful hospitality and retail businesses I want to share some feedback of my experience during the morning rush....

1. When your at your busiest is when your team should be at their most enthusiastic! You have more eyes on you at these times so it’s then, that you should be intentional with building a great cultural experience for your team and customers.
- suggestion - Play some upbeat jazz to fill/camouflage the conversational noise. It’ll not only provide cover for your customers to speak more freely but it will provide your team with a rhythm to work with.
2. The Asian woman handing out takeaway coffees - wasn’t really enthusiastic. She’s the one closing the sale each time she hands over a coffee so expect her energy to be high! I’d ask her to be saying names EVERY TIME and closing with a “have an awesome day”!
3. The older gentleman in the check shirt was just generally getting involved in tasks at the wrong time. Show some trust and make coaching time, but outside of the rush. It makes you look disorganised and the team probably just want to have fun and enjoy these periods without micro management.
4. Make table service a bigger priority. I’ve been your customer for a while now and it’s my biggest concern. If you need permission - push for it. It’s the biggest thing stopping you from offering a world class experience.

Overall you’ve got a great spot and the service, although inconsistent is still ok. I can see your working really hard and I respect that a lot!

This is my favourite place to sit and work or conduct meetings.