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Episode 11: The customer experience

What is the priority for the Got Tea team in their business? Money, fame, success? Not at all! Their one and only priority is serving the most authentic bubble tea experience.

For the Got Tea team, they aren’t only selling a product, they’re selling a whole unique experience. And they are there to help you and guide you through it. Hence, their whole store has been designed with this in mind. 

If you’ve been to their store, you’ll note that they don’t have any menus anywhere – no menu board, no paper menus, nothing. They have their products on display at the counter, and that’s it. This is intentional – they want you to be able to see what the product looks like, and they want to help guide you to the flavour that will be best for you. 

When a customer enters the airy café, they see the menu items on display, and they are greeted by a Got Tea team member, who guides them through the different flavours of the drinks that are available? Want something milky, a strong tea, a unique flavour, something light and fruity? Well, Got Tea has got you covered!

Jo, YuSung and Armaan at the Got Tea store

The varied menu options have been designed with customers in mind – the team wants to ensure that there is something for every taste bud out there, and that every single person who walks through their café doors is satisfied. 

To ensure that all customers are indeed satisfied, the team has various customizations that you can make to your drink. Can’t have dairy products because you’re lactose intolerant or vegan? They’ve got almond milk. Want your drink to be less sweet because you can’t consume too much sugar? You can customise your sweetness levels too. The team has found these customizations have been very important to their success, and many people often get their drinks customized. 

The team is so committed to ensuring that customers get exactly what they need that when their almond milk supplier stopped producing almond milk, the Got Tea team decided to make their own almond milk to solve the problem. You may be thinking – why didn’t they find another brand of almond milk? Well, the team tried many different products, but nothing was tasting as good (and the team will never compromise on taste). 

So, they tested and tasted and tested some more, before perfecting their own almond milk recipe, which is now being used at the store. When YuSung and Armaan first told me that they were going to try to make their own almond milk, I just laughed, because…how absurd is that? But it really goes to show how committed the team is to ensure that customers are given the best experience, and also shows their creative problem-solving skills. 

Mercy and Jo hard at work

For the Got Tea team, customers and their experiences are the top priority. And all customers are treated in the same genuine and authentic manner – the Got Tea way. While the café is currently closed due to COVID-19 restrictions, make sure you check out Got Tea's Instagram page for some pictures and videos of the space. And while you're at it, order your favourite bubble tea, available for home delivery!

This journal is an ongoing series tracing the story of Got Tea, the latest bubble tea store launched in India, located in South Delhi. Want to know what happens next? Stay tuned – new episodes come out every week!