Engaging your Customers in Proactive Coffee Equipment Maintenance
Building Bridges to Improve Overall Quality
Complaints about the quality of coffee can sometimes come down to the health of the equipment. If there is a calcium buildup, accumulation of coffee oils and residues due to lack of cleaning, etc. office coffee operators know this can impact the taste and quality of their product, and ultimately would be a poor reflection of your brand and service. Furthermore, it can open up the door for a competitor who will gladly point out your shortcomings which could cost you the account. While not all customers may be eligible for daily or weekly visits it’s important that the account is reflective of your brand and the quality of coffee in in between your service visits.
How can we address this? It starts by building strong and trusted relationships with your key account contact. There may be some light equipment maintenance and cleaning that needs to take place between service visits.
While we don’t want to burden our clients, it should be important to all stakeholders that the end goal is achieved: making a great cup of coffee available to employees hereby helping to improve productivity and the office culture. And, as an added benefit, it will help to ensure that your equipment will last longer and function better.
Knowledge is Key
How can you get your customers to participate in the maintenance of your equipment? Education is another key. Consider creating informative pamphlets or digital materials that detail simple tasks such as regular cleaning, proper usage, and how to report issues promptly. By providing some simple tools to your customers they can help contribute to the performance and longevity of your equipment.
Implementing Simple (and Effective) Reporting Systems
Implementing a user-friendly reporting system is crucial. While the initial setup may appear labour-intensive, the long-term benefits will make it worthwhile. An easy-to-use reporting system that allows customers to quickly notify your company of any issues or malfunctions is a good place to start.
There are many simple tools and systems that can help you modernize the communication process such as mobile apps or QR code scanning. The idea is that you want something easy to use for the customer and to streamline reporting and service calls for your team. Additionally, think about adding some fun incentives to your toolkit such as rewarding customers who proactively report machine issues, or, for customers who are excellent in caring for your equipment. Establishing a loyalty program that appreciates customers for their contribution can help to further your goal of customer participation in the longevity of your equipment.
Take Advantage of New Technologies
To stay ahead of potential issues, think about integrating Internet of Things (IoT) sensors into your coffee machines. This technology can enable real-time monitoring and automatically generate maintenance alerts for you and/or your customers. A proactive approach can help with more timely interventions before any major issues arise, reduce the risk of costly repairs and downtime, and demonstrate to your customers that they choose the right partner who can anticipate challenges before they arise.
Staying Proactive and Connected to Your Customers
By fostering a proactive relationship with customers through education, partnership, rewards, and the use of technology, you should be able to significantly reduce the frequency of machine breakdowns and associated repair costs. Moreover, you can ensure that you are using every opportunity to stay in closer contact with your customers thereby ensuring that you are always going to be their first (and most trusted) choice to provide the solution they are ultimately looking for; giving their employees a great cup of coffee every time they pour one.
Looking for products and ideas for your vending, office coffee, or micro-market operation? Let Complete Purchasing Services (CPS) vending help you to find the perfect mix of products for your customer base. Take advantage of CPS’ “Best Value” pricing on hundreds of essential items and assistance from a dedicated locally-based Account Manager, in addition to a wealth of easy-to-use tools and helpful resources to help you run your business more efficiently and effectively.
About the Author:
Safa Saidani is the Digital Marketing Manager for Complete Purchasing Services Inc, a leading supply chain solutions provider for non-commercial clients and hospitality organizations across Canada. Safa has a passion for leveraging technology to drive efficiency while enriching the customer experience, in addition to a great cup of coffee. Learn more about how Complete Purchasing Services can help your organization by visiting eCPS.ca.
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