As more global QSR chains target India as their next big market, the battle for supremacy will be won by delivering a unique customer experience

In September 2013, right at the beginning of his training period at Pita Pit’s headquarter in Kingston, Canada, Anun Dhawan, director at Mentor Hospitality (master franchisee for Canadian QSR chain Pita Pit in north and east India), figured out the significance of creating great customer experience. So when Pita Pit’s first store was opened in November 2013, Dhawan along with the leadership team of Mentor Hospitality, rolled up their sleeves to manage some of the key aspects of the store’s operations – such as noting down orders at the front counter and managing the workflow in the kitchen. All along, the company’s co-founder Nelson Lang, who was present at the store, kept a keen eye on the goings-on.


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