Q: How important is customer service to Barista?

A: At Barista, we consider customer satisfaction to be our paramount objective and the very essence of our existence. Recognising that making customer satisfaction a central component of our brand identity is not a one-time or simplistic endeavour but rather a strategic decision, which we have embarked upon as a transformative process for our entire organisation.

This commitment is encapsulated in our vision statement, which articulates our aspiration to be the undisputed leader in the cafe sector and the most preferred cafe chain in Sri Lanka.

Therefore, we want all brand encounters to be satisfying, vibrant, engaging, energising, worth remembering and refreshing.

Q: What steps have been taken to -focus more on enhancing customer services?

A: At Barista, we’ve come to realise that -especially when a substantial part of what we offer is delivered through human interaction, the customer experience becomes a lasting avenue for reinforcing our brand message and values. We craft our service delivery strategies at Barista with this knowledge at the core of our approach.

Our success lies in integrating branded customer service into the very fabric of our organisational DNA. This has been achieved through a range of initiatives that encompass cultural shifts, leadership develop-ment, transparent communication channels, adapted managerial roles and a shared brand responsibility ethos that spans all departments.

A particular focus is placed on human resource strategies and functions as instrumental elements in ensuring alignment with our brand. We firmly believe that HR holds significant potential in driving successful branded service initiatives.

This includes comprehensive training and development programmes designed for our baristas, and incentive plans structured around adhering to branded service guidelines, or even a simple appreciation letter acknowledging a customer compliment.

This holistic approach underscores our commitment to not only delivering exceptional service but also ensuring that every touchpoint with our brand reflects our -values, creating an enduring connection with our customers.

Q: What challenges do you encounter in operating a cafe business in Sri -Lanka?

A: The impact of the financial crisis has definitely reshaped the economic landscape in Sri Lanka and the cafe business is one of the hardest hit. And this situation has brought about significant challenges for enterprises.

We have noted a dramatic change in consumer behaviour as customers have become more mindful about their spending, and more quality and value conscious. Sri Lankan coffee drinkers have also evolved considerably and their expectations have increased when it comes to quality and -service.

Therefore, we has been very conser-vative in our critical inventory management poli-cies. Our approach involves maintaining substantial stocks of raw materials and packa-ging items to safeguard against -disruptions that could impact business conti-nuity and product quality.

Investments have been directed towards alternative power sources, and careful -attention is paid to the maintenance of our machines.

Meanwhile, we are seriously looking at changing our offering and have begun the process of menu reengineering to fill any gaps, by sourcing more local and readily available raw materials.

In addition, we have put in a lot of effort, time and investment in training our outlet managers and staff to deliver a perfect coffee experience to Barista coffee lovers.

Q: In your view, is customer loyalty a thing of the past?

A: Customer loyalty is never a thing of the past. However, the consumer of today is well-informed and more liberal, and doesn’t hesitate to switch brands if they don’t -deliver. We believe that if we can constantly deliver beyond expectations, we can keep them loyal to us.

Loyal customers don’t simply return or only recommend you. They insist that their friends do business with you. Barista has been investing in this for quite some time. From brewing the perfect cup of coffee to branding our customer services, we add -value to our customers by delighting them with our delivery assessment.

The Barista Loyalty programme now has more than 56,000 coffee lovers registered and we have already offered 11 million worth of points and more than seven million have been redeemed during the last couple of years. Our goal is to be Sri Lanka’s most customer loyal and preferred cafe chain.

Q: What are the organisation’s plans for the future?

A: Our plan is to grow the company along with the sector, as this is a more sustainable approach. As the leader in the coffee sector in Sri Lanka, Barista has a greater responsibility and the capacity to generalise coffee drinking.

Barista plans to reach new geographical locations such as tourist attractions and more suburban areas, by franchising with local entrepreneurs who are interested in operating a Barista Cafe with international coffee and service standards.

 Telephone: 071 5579469 | Email: dilupapathirana@barista.lk | Website: www.barista.com