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Directing profits from equipment sales to local service companies does not inherently ensure high-quality post-purchase service for business owners. Within the coffee industry, there exists a standard regarding the sale of commercial espresso equipment. Typically, most manufacturers mandate that retailers need only manage the equipment’s installation and warranty concerns. After warranties expire, many U.S. equipment owners are left to seek out technical services for themselves. While this industry norm suits some, for others, it proves burdensome. Recognizing the gap, Espresso Service Network (ESN) introduced a system where a portion of its equipment sales would be given to a manufacturer approved local service company, aiming to enhance post-warranty service quality for equipment owners. Regrettably, channeling profits to service providers does not guarantee improved services.

Our Sales Program Uncovered Concerning Issues

Recent feedback from equipment owners who engaged with our program revealed disheartening experiences. After the warranty period, many reported no contact from their designated service company post-installation, or worse, were unaware of their service provider's identity. Some faced urgent needs when their service provider was closed for an extended period, while others sought basic maintenance guidance never received. This highlighted a critical flaw in our approach. Our program had been built on the assumption that manufacturer approved local service companies would consistently deliver. We overlooked the reality that the commercial espresso service industry leans more towards on-demand repair services rather than scheduled maintenance and technical accountability.

Revamped Program Enhances Provider-Equipment Owner Connection

In short, we realized that we needed to revamp our program to support not only equipment owners in providing them the services that would meet their expectations but also to offer administrative support to the service technicians we collaborate with. Today, we include a complimentary maintenance with all the equipment we sell. This move has several purposes. A complimentary maintenance would reconnect the equipment owner to the service provider and establish the importance of maintenance. It provided a way to discover potential issues before the equipment warranty expires. Lastly, the service company could use the maintenance as a potential training opportunity for themselves or new hire. There is no denying that the benefits of a complimentary maintenance were far reaching but it still did not create the connection between the provider and the equipment owner that we were looking for so it was decided to take further steps.

Bridging the Gap by Crafting Customized Maintenance Programs

While the complimentary maintenance brought significant benefits, it didn't fully bridge the gap between service providers and equipment owners. To address this, we now offer further support by assisting service providers in crafting customized maintenance programs tailored to each equipment owner's specific needs. Factors such as business model, volume, and location are considered, alongside expert input on component longevity to anticipate predictive part replacements.

Empowering Service Companies in Meeting Customer Expectations 

Whether equipment owners prefer a hands-on approach, on-demand repairs, or a comprehensive maintenance schedule, a personalized plan ensures that service companies are equipped with the necessary information to meet customer expectations cost effectively. By taking these steps, we aim to strengthen the bond between service providers and equipment owners, ultimately enhancing the overall post-warranty service experience in the coffee industry.

As we move forward, Espresso Service Network remains steadfastly committed to assisting service companies in providing quality and transparent repair and maintenance options that improve customer satisfaction while creating growth and job opportunities in the espresso service industry.