What a difference it makes 24 little hours! Yesterday, I had the best customer service and staff. They mentioned my students could go and ask their 7 questions to staff about how the establishment runs. They even told me I was lucky as the manager(Caroline - Cas), who has worked 21 years for the brand will be in today and she might spare a couple of minutes to talk to us. Well, surprise, surprise!The Lady Manager in question did not want to interact with us. She argued she was busy, they cannot be filmed (we were not filming) and quite reluctantly replied she would be with us in 10 minutes. Of course, this never happened. The silver lining was that students were able to experience BAD MANAGEMENT. Why? Management delegates while in this case, she was stacking, taking out rubbish and preparing drinks whilst there was a staff member free behind the counter. Won't a good manager ask this member to do some of the tasks above or send him to answer the students' questions? Good managers delegate, are friendly and approachable to their customers. I'm very, very disappointed as the students chose her establishment and spent hours planning every single detail of this trip, which is a milestone for them due to their SEN. We spent more than £50 as a group and going to this place is a big sacrifice on our students' economy. DEFINITELY next time I will not go to this Elk Mill shop eventhough it is the closest to us. I know by experience that other branches are better e.g. Ashton-under-lyne; they will give us the time there.