How To Impress Your Customers? Our Senior VP & General Manager, Simon Ghilarducci, Gives His Two Cents.

Customer Experience is crucial for businesses in today's competitive market. It refers to the overall interaction that customers have with a company, from the moment they discover the brand to after-sales service. A positive customer experience will lead to customer satisfaction, loyalty, and advocacy, while a negative one can drive customers away and damage a company's reputation. By focusing on creating a seamless and enjoyable customer experience, companies can differentiate themselves from competitors and build lasting relationships with their customers.

While this is all true, how does one determine what to do and how to impress customers, while creating a positive Customer Experience? At Servomax, we are 100% customer-centric, which means our entire business model revolves around creating value for our customers by tailoring our services to their needs.

From the perspective of Servomax's Senior VP & General Manager, we wanted to share Simon Ghilarducci ’s experience with putting customers first to make a positive impact.

What attracted you to the coffee service industry?

Simply put? I love coffee and I have always had an interest in the B2B business model because of the customer-centric aspect. My previous experience has allowed me to develop a good understanding of B2B processes. When I had the opportunity to join Servomax, I was finally able to merge my expertise with my passion for coffee. It’s fascinating how this niche industry can have a world of possibilities. As I always like to say “coffee is an emotional experience”, and it is interesting to see what it represents to each person I meet. I have now? been in the office coffee service business for eight years and it has brought me a great deal of personal and professional growth.

How would you define the customer experience in the office coffee world??

For the office coffee service business, the Customer Experience is all about taking your clients’ needs seriously. Being reliable and present for a client, especially when inevitable issues happen, is how we show our appreciation. Machines can break, transport can be delayed,? what matters most is how you react to these challenges. Only then, can a client truly understand your value as a supplier.

Employers want to appeal to their employees and this is where we come in. By creating a unique experience in your workspace, we bring a newer, fancier perspective to the old and outdated break rooms through specialized, innovative equipment, trendy products, and a reliable service. We push the limits of what customer experience truly is, exceeding expectations on every level. Our clients understand instantly the value they can get from working with us.?

While our business angle has always been to offer higher-end equipment, we always adapt to our clients' unique wants and needs. Our vision is to onboard a client and build an ever-lasting relationship so they never feel the need to look elsewhere. Our clients appreciate us because of our strong business charisma and entrepreneurial mindset, qualities that are passed down internally from Servomax's founder, Arie Koifman .

What is the real added-value of working with Servomax?

It's our story that sets us apart. Storytelling is how we’re able to demonstrate our vivid and caring business personality. Our story begins with our commitment to the “human approach”. Whether we are contributing to your team's well-being, alleviating you from tedious, repetitive office tasks, or building relationships with our suppliers, and roasters - we do so as a trustworthy, dedicated partner.

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I always get asked how do I stay optimistic amidst the most challenging times, and that is because I believe in a better tomorrow and it's important to support your environment when times are hard. You will inevitably succeed together when things improve. As an instigator, Servomax has always had a "first-to-market" approach, creating chaos across the competition. We are innovative in our products, our services, and our processes which forces our competitors to mimic our actions. It's just something you need to do when you're aiming for service excellence!

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Finally, our focus on service is what allows us to grow. By creating a one-stop-shop solution where clients can centralize the majority, if not all, of what they typically purchase for the office break room, we are able to establish long-lasting relationships, providing exceptional, reliable service at all times.

What is your advice to achieve the best customer experience in the office coffee industry?

First, and that applies to any industry, take care of your staff. They are the key to your success and if you do it right, they will always stand by you. Then, all you need to do is implement a culture that encourages a customer-centric approach. More importantly, always collect feedback and adapt to your customers' needs. Agility is one of the simplest ways to impress your clients and partners, so ensure you are incorporating it within your offerings.

Don't be afraid to push the limits. With the relentless competition in the industry, we have to continuously adapt and improve our offerings so our service is always unmatched. Basically, serve… to the max! ??

Thank you for reading! ??

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