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  • Creamistry has an incredible business concept! The branding is high-end and sleek, and the atmosphere was clean and minimalistic -- like the Apple of ice cream shops. The experience could have been so exciting, and Creamistry could be such a smoothly run business! However, Creamistry's execution was poor and would benefit from emulating the efficiency practices of other service businesses like Starbucks and In-N-Out Burger. Although they had a line out the door when I arrived (a good thing!), it took an hour to receive the finished product. The line felt like a standstill, orders were mixed and out of order, and due to all of the bodies inside, the oxygen sensor kept repeatedly blaring for minutes on end. It would have been easier to get past this if we could have been in and out quickly, but the staff had no sense of intent or urgency. Interestingly, the staff had this bizarre look of confusion plastered on their faces; all nine of them looked puzzled about what the next step was in the process of producing orders. What I imagine was supposed to be an assembly line, was instead a broken, chaotic mess of bodies slowly struggling to solve the complex equation of adding mix-ins to a cup of dessert. They were lagging, unsure of themselves, and failing to execute their tasks in a manner that would save them time and energy. There was only one staff member, a young man on the ice cream machine, who was busting ass and trying to pull the weight of everyone else. This team needs help from upper management, but the manager on duty modeled the same lackadaisical approach. I so badly wanted to jump in and offer aid to his team. The overall sense I got from this business experience was incompetence. I felt like my $20 tab for two desserts on top of the hour it took to receive them was a colossal waste of my time and money. I would have rather spent the $120 total loss (time + tab) helping Creamistry develop clear-cut practices and procedures to help their employees better understand how to execute their tasks with less struggle and more confidence. Work smarter, not harder, Creamistry. A business consultant may be your next bet in ensuring that you can maintain a profitable business in the future. (The employees aren't the problem, they're a symptom. Help them help you!)
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