Pro Baristas and shop owners: Service Tech seeks your feedback
Hi all,
I'm doing market research as part of my business loan application to start an espresso equipment service/repair business. It occurred to me that some of the best baristas are right here reading these forums and I'd be remiss not to ask all of you as part of my research. So, the question is:
As a pro barista: What is the biggest thing you find lacking in the level of service you are getting right now, from your provider? Is it response time? Door rate? Availability of parts? Understanding of the complexity of pulling the perfect cup and tuning the machine accordingly? Or is it simple things like customer service: friendliness, thoughtfulness, dropping-in to see how you are doing and take care of small issues to help you out?
Or is it something else entirely that you want but don't seem to be getting?
What can you think of that you'd like your service tech to do for you?
Thanks for any responses and feedback.
Replies to This Discussion
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Permalink Reply by Eric Schaefer on
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Not sure that mine is the perspective you're looking for, cause I've been a service tech myself for many years now, but...
Years ago, when I was a barista who knew nothing about machines, my only real complaint with service providers was that they all just wanted to make the machine "work" without ever fine-tuning anything. For example, if the machine had stopped heating, they'd make it heat again, but they might well set it 10 degrees hotter than we wanted without us realizing it right away. Likewise with pump pressure, fill levels, etc. Service techs who actually understand quality coffee and can make the necessary adjustments are very valuable in my book.
Of course all those other things you mentioned are important too - it's just that we never had as much trouble finding techs with those traits.
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Permalink Reply by Latté 911 on
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Thanks Eric,
It's reassuring to hear that calibration and tuning are skills worth pursuing - it's exactly why I've reached out to the community and joined the forums and asked the questions that I have. The secrets are elusive, but I'm going to continue looking. Thermosyphon loop tuning, gigleur orifice sizing, understanding and compensating for the known weaknesses of popular makes, these are all areas I've come to recognize are important in standing out from other techs in my area and I'm trying my best to learn them so I can deliver a better product.
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