Canadians drink more coffee than Americans, according to the Coffee Association of Canada. Just under half of Americans drink coffee daily. But for Canadians, the percentage is much higher at 62%. And a lot of that consumption takes place at work.
In recent years, the trend has been towards higher quality and darker roast coffees. Dan Wilkinson, a senior account manager at Imperial Coffee and Services, likes to talk about “the Starbucks factor.”
“The days of weak and inferior office coffee are gone, along with those glass pots that sat on burners for so long that people ended up with bitter coffee,” says Wilkinson.
Wilkinson has seen many changes in his 25 years of service. Perhaps the biggest has been the growing popularity of single cup machines, allowing everyone to enjoy their favourite selection. No longer are employees locked into a single choice. And many of the machines can also brew tea and espresso drinks.
Surveys show office coffee is the benefit employees prefer most. It ranks above holiday parties and small bonuses. Office coffee is also a way of extending hospitality to guests.
When choosing an office coffee vendor, ask for references and make sure you understand the exact level of service being provided. Here are some questions to ask:
Will you have your own highly trained account manager who visits your workplace regularly to take care of everything from replenishing supplies to modifying your program? These really aren’t tasks that can be handled by an anonymous order-taker from a phone bank or — even worse — by the delivery guy.
What happens if your machine breaks down? Will your supplier fix your machine on the spot or swap it out? How quickly? On one recent day, Wilkinson fixed one machine himself and ordered two replacement machines for another client’s machine. (One will serve as a backup.) Repairs or swaps can almost always be done within 24 hours and sometimes much more quickly. "My record is 30 minutes," says Wilkinson.
All this is at no extra charge to the client. It’s all part of the service.
How long has your supplier been around? Is it a pioneer in the business, like Imperial Coffee and Services, founded in 1974? Does it have thousands of satisfied customers?
Does your supplier provide one-stop shopping? Can it also take care of all your break room needs, from vending, to water, to kitchen supplies?
How many trucks does your coffee supplier have on the road? How big are its maintenance and logistics departments?
Everyone promises great service. But make sure your supplier is well positioned to deliver on those promises.
