TEM Observation Lab

1. Observation Lab
I had to travel to Colorado for half of my week so the first 4 businesses
are in Colorado Springs. The second two are in Chandler and Gilbert AZ.

2. Fargo’s Pizza
Fargo’s opened in 1973, providing Colorado
Springs with Italian recipes for pizza and
pasta. Being one of the largest family
restaurants in the world, the authentic
Victorian detailing creates a delightful
atmosphere.
Additional note: My wife and I had our first
date here in 1999!

3. Observations at Fargo’s
-Walking into the building, I was met with red velvet
carpet and Victorian styling. Décor is tastefully
adoring every wall. A players piano was tinkering
away a lively 1900’s salon style song.
-We placed our order at a desk near the front. We
were instructed to purchase drinks at the second
desk, which always seemed odd until I realized they
were used to serving high volume customer base
and this moved the line quickly.
-We were instructed to watch the 8 mirrors placed
around the interior for our order number. This
ended up being an innovative feature for 1972
when Fargo’s was built. It uses a series of back lit
numbers that turn on when you can pick up your
pizza!

4. Feedback for Fargo’s
• Being a high volume restaurant, you really only briefly interact with the staff. Very efficient
• Doors were closed, it was a cool CO evening so it makes sense.
• Very open floor plan, two story ceilings in dining area with loft seating as well as floor seating.
• A players piano played 1900’s dance hall and salon style music, fit the ambiance very well
• Food: very tasty recipes, very exacting on the assembly, nothing uneven, cooked perfectly,
perfectly fresh salad bar choices
• We stayed 35 minutes. Observed most groups lingered longer and one table shorter.
• I have never paid attention to pricing, I have no idea what a pizza costs, it is so good I just accept
the cost, we have always just ordered a “Giant Mainliner” which is the world’s best meat lover
pizza. (My family’s humble opinion) I am surprised by this behavior, I always shop around for
things I am about to purchase. This is one time I am content paying what ever it costs to enjoy.

5. Jamba Juice
This store is located in Colorado
Springs CO, Jamba Juice was founded
in San Luis Obispo in 1990 and has
over 850 locations today.

6. Observations at Jamba Juice
-Walking in, the door was closed, but it was a
cool Colorado morning so that was expected.
-Ambient music was playing, it matched the
bright colors and organic feel of the inside space.
-I was greeted in 9 seconds of walking in the
door. “How is your morning?” Pleasant
-Menu is diverse in offerings, some educational
signs present to share the benefits of juice
-Fresh bananas next to cash register, reinforced
the fresh feeling the store is promoting

7. Feedback for Jamba Juice
• I was greeted quickly but there was very little further interaction from the employee.
The second employee was in the back for most of our visit. Would have liked a bit
more interaction in regards to our menu choices
• I liked the educational signs that showed the benefits of juice, the fresh ingredients
and no sugar added notes.
• I noticed for the first time that the blender containers were used once per order then
washed. I guess I assumed that they had one per flavor and used it all day.

8. BJ's Restaurants and Brewhouse
This restaurant is located in Colorado Springs
CO. BJ’s was established in 1978 in Santa Ana
CA and operates in 204 restaurants in 27 states

9. Observations at BJ’s
-When entering, was greeted right away and
asked how many in our party
-Was asked if we were a rewards member
-Space has fairly low lighting, at noon, the
lighting was supplemented by the open blinds
-We had a large party and service was quite
slow, our stay was 1 hour and 16 minutes for 13
people.
-One meal was completely wrong and had to be
made over again. Was 9 minutes to be delivered
afgain

10. Feedback for BJ’S
-Music choice was good, family friendly even though it has a
bar.
-Bar area was a bit loud due to some game activity on the TV’s
-Had not noticed before that all brewed drinks come out in a
fresh cup each time you need a refill – nice to get a fresh cup
but also filled in the table space
-Not the first time we have had an order messed up, but this
time it required a new meal to be made

11. Criterium Bicycles
Founded in Colorado Springs CO
in 1973, it is the largest
independently owned bike shop
in CO
Note: I purchased my first MTB
here in 2000, the obsession
continues!

12. Observations at Criterium
-Was greeted as we walked in the door, I mentioned
being from the Phoenix area and I had purchased my
first bike here in 2000. The manager came over to
ask about my first bike and treated me like an old
friend
-Store still lets you test ride a bike on the Santa Fe
trail which is accessible right out the front door.
-Lots of variety in bike, components, and accessories
-Learned that several important cycling organizations
were founded at Criterium: Barnetts, Bike Clinic, and
Specialized Dealer Alliance.

13. Feedback for Criterium
-Nothing has changed in 19 years! Okay, the new display
for energy, pre-workout and recover supplements is the
inly change since I first walked in to this store many years
ago – Time for an update?
-Play some music! It is an outdoor sport store, maybe add
some TV’s to loop cycling videos to enrichen the shopping
experience
-Improve inventory system, several employees were
scrambling to find a specific size bike and had to look on
the floor as well as the loft storage area
-My test ride was exciting except for the poor shifting
performance on the test bike. Mechanics should have
made sure I would have the best experience

14. Einstein Bros, Bagels
This location is in Colorado Springs
CO, the company was founded in
Miami FL, in 1995.

15. Observations at Einstein Bros, Bagels
-There was a long line, total wait around 15
minutes.
-Majority of the customers that chose to eat in
the store were on phones or laptops
-Music was prominent in the environment
-Recipes are very tasty
-Had never really paid much attention to the
menu, I always get the same blueberry bagel,
toasted, lightly buttered. I noticed this time that
they offer many warm sandwiches and coffee
type drinks

16. Feedback for Einstein's
-Would like to see more images of their specialty
sandwiches, I did not notice they even offered them
on previous visits
-Maybe have a monthly rotating sign that
introduces one of their tasty offerings, the menu is
a bit hard to see from the line
-Seating is a mix of low chairs and table and high
chairs with table. Maybe increase seating capacity
by optimizing space between tables, felt like there
was a lot of open space

17. REI Recreational Equipment, Inc
REI was founded in 1938, as a Co-op in
Seattle Washington

18. Observations at REI
-Very well stocked, lots of options and brands to
cover the outdoor adventures you dream of
-Employees are very friendly and love the
outdoors!
-Love the used gear table, great prices for a
great item
-Great lighting through the store, great use of
space by vertical displays

19. Feedback for REI
I enjoyed the store, the details I learned on their website and I have no
negative findings in that regard, I did find an article that REI suspended
orders from an outdoor gear supplier due to an political stance, I think
there should be a separation there… unfortunately many companies
make choices based on political features
I learned about the Co-op feature of the company, what a neat way to
take care of employees and give back to the outdoor community.
REI closes every Black Friday for their #OptOutside tradition, giving
employees a day off for the busiest retail day of the year.
It all started with an ice axe imported from Austria for $3.50 instead of
the usual $20 in 1938 money.
The original intent was to have sufficient membership to make group
purchasing possible, therefore reducing the price per unit