We observed the Santa Clara remodel as we ate our soup.  The expensive and huge open olive bar was serving free samples, but we couldn't see them from our side.  We watched as the crew of workers there busily performed their chores.  The soup was bland, and the cashier had no idea how to operate the register.  I would have preferred a salad bar.  During our visit, no customers patronized the olive bar, or even the fancy $7.95 panninis over at the bakery.   I remarked that this whole idea was born out of top management having absolutely no idea who their customers were.   This half-hearted attempt to compete for upscale customers appears to be a failure only the accountants and shareholders  will notice at the end of the year.