coffee reps...

floatncoffee

this may sound like abit of a whinge but.... well i spose it is

im not happy with my coffee rep at the moment, at the start she popped in every 3 weeks or so to check up on us
that stop in 3 visits..... now its maybe 6-7 months!!

every time we have a problem (not often at all) we call her up and she trys to say we should have done this, or done this or that!!!! then she tells us there's nothing she can do we have to ring the office!!


she ALWAYS on holidays... so we're told...i reacon thats rep talk for "i cant be bothered with you at the moment"

just the other day our order didnt turn up and we wouldnt have had enough to last the next day...
so i rang her and all she could say was "nothing i can do"... couldnt she have gone into her secret stash of coffee beans (which all reps have) and bring them around to my house?? (15mins away)??

im i overdoing it or is it the reps job to make sure you running ok???

blanyon

Sounds like you need to talk to my coffee rep, PM me if you are interested.

Unknown

Sounds like you need to complain to your supplier. Your rep isn't doing thier job properly and I'm sure the company wouldn't approve. Being a rep you are on the front line or face of the company (representative!!!). Unfortunately that doesn't always translate in to thier work ethic. This not an uncommon situation. But if you make enough noise at the factory, I'm sure your concerns will be resolved. Little tip, dont be aggressive or angry. Let them know that your a bit disappointed with the current level of service and that you've had a good offer from another supplier that sounds appealing. That will work I'm sure. If your supplied by a big name, personally I'd think about going a little more boutique, fair trade organic and all the bits. If your with one of those already, look at other companies, Jasper, Seven Seeds, Allpress, Coffee Supreme, Veneziano, Cafe Romeo, Gravity. So many good ones out there. But it may not be this drastic, make noise and wait for a response. You give them money every week, you dont need them. And yes I'm sure you can exit your contract if you feel that they have not lived up to thier contractual aggreements, look over your contract and asses your next move. Thats what I say....!!!!

psaigh

always best to have your solicitor look over your contract to see if there is a way out. Other than that I'd certainly also recommend calling the factory and, just to be cheeky, contact a few other reps and be sure to leave a few bags of rival coffee companies good laying around in full view.  Once your rep gets word of that, if they don't snap into action, then they deserve to lose your business.

floatncoffee

thanks for the replys its good to know im not being too unrealistic im not under any contract with them so changing suppliers is as easy as "see ya later" i have no problem speaking up to them but i just wanted to know if i was over reacting or not.. which sounds like im not my plan at the moment is to get another supplier for my "almost ready to open" second mobile unit... so have one shop using "X" coffee and the other using "Y" coffee wait until the second shop is doing the numbers my first one is doing, then let them fight over sole supply but until then ill contact the big cheese of the company and have a little word lol cheers Ryan

askthecoffeeguy

I wouldn't bother with trying to juggle multiple suppliers

Unknown

got the info on floatncoffee's supplier, not a good one. Someone help them out with a decent one that can do a reasonably cheap supply cost.

over_extracted

Hi Don't let that sc...g  >:( Rep treat you like that, call someone else ,there are lots of companies that will assist you with your coffee. Get all the left over coffee from them and send it back to the factory and state that the coffee is [glow]off and tastes like cat piss.[/glow] Tell the director of the coffee company that you are sick and tired of the way you have been treated and given inferior coffee. tell them that if they believe that their product is good, they are completely mistaken. I really hate  this sort of attitude from companies towards their customers. Good luck and don't give in. OE

pinot2

Hi Floatncoffee Not sure where you are, but if you are in Sydney then I think I know who you are talking about. The small cafe around the corner from where I live tells me similar stories. I have a number of contacts for quality and reliable roasters in most states, feel free to email me for more info. John

floatncoffee

hey guys thanks for the replys and support i dont mind the coffee itself and more importantly my regular customers like it the office staff are very nice and orders are usualy on time.... its our rep im not happy with.... if worst comes to it, ill definatley be pm-ing a few of you folk for supplier names Cheers Ryan ps hi John im in Melbourne... sounds like this is a common problem lol

pinot2

Hi floatncoffee Your Melbourne rep must have a TWIN sister in Sydney! As suggested earlier, get onto the management. John PM your location and next time in Melbourne will try and drop in!

over_extracted

Hi all. Floatncoffe,keep us updated on your matter. We dont need this type of bad service in our industry. OE

Greg41

Hi floatcoffee. sounds like your still happy with your current coffee and the rest of the staff. Maybe a talk with the manager could sort things out. He may have had complaints from other customers and your complaint maybe the one that spurs him into action to tell this rep to either pick his game up or show him the door.

Koffee_Kosmo

This a forum and we make assumptions as we recall our own experiences and how we have dealt with them Some are similar & some are not I will say this "good communication is the key to success" I have never lost a contract in my field of work due to poor service or work performed in the past 12 years I visit my clients a minimum of once per month to 4 times a month, even if its just a quick hello KK

Unknown

I think if your happy with the coffee....stay. But from your info, I suggest looking for a more interesting product. In melbourne you really are spoilt for choice. Maybe at least look at another company, or at least go and do some cuppings at a few factories. It'll open your eyes to the big, big world of flavour out there

over_extracted

This a forum and we make assumptions as we recall our own experiences and how we have dealt with them Some are similar & some are not I will say this "good communication is the key to success" I have never lost a contract in my field of work due to poor service or work performed in the past 12 years I visit my clients a minimum of once per month to 4 times a month, even if its just a quick hello KK

Very well said KK. I used to enjoy when my Rep used to call by. OE

askthecoffeeguy

opps I removed my previous post with my roaster's contact details b/c for some reason I thought I'd sent it as a personal message and not posted personal details on a public forum - which I prefer not to do... if anyone really wants my roaster's details that badly let me know and I'll be happy to give them to you! FNC (now that's an interesting abbreviation, I hope it doesn't mean what I think it means - fish n chips...) - how did you go with your roaster - and I agree with KK's comments that each case needs to be treated on a case by case basis - still sometimes a clean break can be a good thing! All the best - ACg

floatncoffee

well i gave the big chesse a call and aired my views...he was very accomodating so we'll see what happens from there... but after talking to you chaps i feel a bit more confident about looking around to see what else is out there.... ive emailed a few other suppliers and asked for samples so ill have to test them out on a few willing customers our cup rep pops in every 2 weeks to see if we're ok and to show us specials and to let us know stocks..... they sent out the wrong cups one day and we

over_extracted

Ill keep that in mind ,when I visit Oz next...  ::)::) ::) Thanks for the invite OE