Did you know Athens has a modern day Willy Wonka chocolate factory? The shop is called Condor Chocolates, and if you haven’t been you are missing out. Condor opened a few years ago at Five Points and is an Ecuadorian bean to bar shop. This means that while enjoying your chocolate, you also get to observe the chocolate making process. The store, owned by brothers Nick and Peter, got its name and Andean Condor symbol (a bird) by being a homage to their mothers birthplace, Ecuador.
The store’s atmosphere is inviting with the lingering smell of chocolate and coffee in the air. Students study at the counter and parents take their children for afternoon treats. The shop may have limited seating but successfully serves as a gathering place for family and friends. As my friend and I step up to the wooden counter to order, the employee behind it eagerly recommends his favorites. We end up with cappuccinos and warmed salted caramel brownies, an absolutely perfect combination for a cold day.
The store does an excellent job at utilizing social media to spread awareness about its products. Condor’s Instagram page has over 4,500 followers and the store averages usually around 150 likes per post. The store’s feed consists of aesthetically pleasing images of its chocolate making process and resulting products. However, there isn’t much interaction with the customers who comment on Condor Chocolates’ posts. This could really take the store a step further in quality of customer service provided. For a small, local business they do fairly well in other terms of customer engagement on the platform with currently 527 #condorchocolates posts and many more using Condor as their location.
The shop also keeps an updated Facebook page with a 4.9 rating and over 2,500 followers and likes. Guests who have visited Condor are given the option of leaving reviews and many choose to do so. Also on this social media platform, the company fails to interact with its customers. While Condor occasionally likes or comments on a review there is a lack of consistency. It seems in its early days it paid much more attention, but in the past year the only customer it really engaged with was a negative review. Condor Chocolates is truly missing out on such a great customer service opportunity here yet again.
Condor’s website, http://www.condorchocolates.com, offers customers the opportunity to learn about Condor, meet the team behind those decadent treats, shop online for chocolates, and view an online menu. It’s beautifully done with gorgeous pictures, but it’s lacking. My first complaint with this website has to do with the ability to shop for chocolates online. While this is a smart business move to reach those non-Athens chocolate lovers, there is no option for customers to select a set delivery date. Most people, when they order chocolates online, are ordering them as a gift for others. For gifts it is really nice to know that it will get there by the day you want it to. Another suggestion would be to flesh out “our story” more. What year did Condor Chocolates open? How and when did the idea come to you for Condor? The details currently provided are quite lackluster.
Condor does a fairly good job at making their social media pages look nice, but it falls short when it comes to engaging with its customer base. It also needs to be more detail-oriented when it comes to its website and know if the customers ordering online are buying gifts, delivery dates would most likely boost sales. While the store itself performs well, Condor Chocolates’ digital media could use a refill in customer service.