Great spot, beautiful build-out, with so much potential. I wanted to make this my go-to place for coffee meetings and perhaps work a bit. Since Starbucks and Tea Leaf are homogeneous uninspired death zones
Unfortunately, Luna is lost in the past of Italian efficiency and old school leadership... Lots of chiefs running around. No direction or effective game plan to handle customers. I think I counted at least 4 managers that appear to be in some sort of higher position.
A simple task of getting an americano seems to be a monumental syncopated affair. In the last 3 days I've visited - it takes about 7mins minimum. And, the staff can only handle one customer at a time. Don't expect creamer or sugar station - they just hand you the container so you can have it. While people impatiently line up behind you - as I now feel like I'm fussing over the way I like my coffee. Stevia / cream. That's it.
Who gives a sh$t if it's any good, if they can't service the customer at the most basic level.
3 words - System system system
3 more words - practice practice practice
3 more - execute the craft.
1 word - Leadership.
Perhaps this is a wake-up call.