…to figure out that customer loyalty has made this bagel-restaurant chain a growing giant. Even though the parent company of Einstein Bros. and other bagel cafes has had its financial problems, the quality of its food keeps customers coming back.

I remember when Einstein bought out the Baltimore Bagel chain in San Diego. As a Baltimore customer, I was worried that the menu choices and food taste would diminish. I was pleasantly surprised when both improved. The breakfast and lunch menus continue to improve, and I look forward to the yummy baked goods Einstein’s now offers. It seems like the menu gets revamped every six months or so–I also look forward to trying out the new items.

All the Einstein cafes I’ve been to have the same basic layout. It seems to work, but I would change it a bit. The first thing customers see is the checkout area. They’re then forced to walk off to one side, where the large menu faces the order line. Even before they order, they’re confronted with a refrigerator case that holds all the cold drinks they’re supposed to bring to the cashier. Then they wait in line to order.

I would move the refrigerator case closer to the cashier, or maybe eliminate it in favor or an ice tray for the drinks. Then customers like me wouldn’t feel so rushed to decide on beverage as others who don’t want a drink get ahead of me in line.

That’s a minor complaint. The stores have colorful, whimsical graphics throughout. It’s a pleasant dining experience with delicious food and moderate prices. This winning combination is fueling a period of unprecedented growth for the parent chain.

You should stop in sometime. While you’re noshing, check out how the place blends merchandising, production selection, design and graphics. Then think about how you can apply those principles to your retail location. You don’t have to be a genius to see how Einstein’s theories can work for you.