Since joining Onetest and setting up a remote/satellite office here in Sydney, I’ve been lucky enough to have a lot of support from our Head office in Brisbane. Specifically I’ve had the majority of the executive and management teams call in regularly to give help and support and ensure that we’ve got all the necessary tools to run a successful business and do a great job.
One thing that remains to be a constant topic of conversation from the visiting dignitaries is the coffee shop on the ground floor. It seems that everyone has something different but equally positive to say about how great it is and it got me thinking – what can we learn from them? Why do people have such a positive experience?
3 Beans Cafe and 3 main reasons for their business success;
1. The product
We’re all familiar with coffee – but the coffee there is exceptionally good, which is ultimately what it comes down to. A full variety, different sizes dependent on budget, but by no means cheap. A medium coffee is $4 and yet I’ve not heard one person complain about the cost. Their food is very fresh, and organic and healthy with many classics, a couple of variations but all made by them and all very good quality. They’re not afraid to innovate either – they have a loyalty programme app that rewards regular use from your smart phone.
2. The service
I can’t remember if it was the first or the second time that I went there but they asked my name very early on and remembered it. They also remembered my order, who I work with and details from chats I’ve had with them in the past. The whole team smile when they greet you, and when I’m presented with a coffee I’m told to enjoy it and to have a great day – every time. The whole team environment is positive and happy with a spirit that doesn’t feel fake, doesn’t feel put on – it just feels like they’re good at what they do and they enjoy it.
3. The people
3 Beans Cafe is only a small coffee counter and a small cafe, yet there are several people working very hard to make their service very efficient and very quick. On many occasions when I’ve popped down to grab a coffee I’ve seen the size of the queue and almost thought twice – until I realise how quickly they are getting through their customers. They know most of the people there (as they’ve asked) so that even while they’re in the queue they can begin preparing the necessary ingredients to ensure a quick delivery. People know their roles and are good at them. The whole process flows and makes for a very enjoyable coffee experience.
Applying the 3 Beans Recipe for Success to your business
3 Beans' reasons for success are applicable to any business, regardless of size or industry. While having a great product is self explanatory, having great service and efficiency ultimately comes down to employing the right people.
Think about the mix of people in your own business and how you can help them to give your customers the best possible experience. When hiring new staff, what do you do to ensure they fit your business – from both a skills and personality perspective? What businesses have you been a customer of that have given you a great experience, like 3 Beans Cafe does for me, and what lessons can you learn from them?
Talk to Onetest if you need help finding and nurturing truly talented people to achieve this success.