Bagels are good, selection is good, restaurant is clean, and the waitstaff is friendly. On the downside: prices are too high; above what comparable CLT area bagel places charge. Recently, my Mother In Law bought us bagels, and was charged an additional .25 or .50 cents (don't remember which), per bagel, for extra butter. Fortunately for me, the bagels had little butter...good for me, because I don't like heavily buttered bagels.
It isn't that my Wife & I, or our families, don't have the money; we do. But every time we frequent the bagelry, we feel like we're getting nickle-and-dimed.
I'm sure different a pricing strategy (e.g. not charging extra for butter, offering a baker's dozen, offering minor condiments at little or no cost), would drive in many more people.
This bagelry has a lot going for it. Perhaps they could do more "in house," to bring down retail prices.