# Bad coffee
- URL: https://www.petrikajander.com/purpose-n-clarity/bad-coffee/
- Author: Petri Kajander
- Date: 2022-06-27
- Language: en
- Audio: https://anchor.fm/s/7330d180/podcast/play/52587799/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fproduction%2Fexports%2F7330d180%2F52587799%2F9ebd36fc53bea6e1c46861450138ecbd.m4a
- Video: https://www.youtube.com/watch?v=C0oazuZCrqg

Does the total user experience reflect company values, product quality and service level?

## Transcript (https://www.youtube.com/watch?v=C0oazuZCrqg, YouTube's automatic captions)

[0:03] Welcome to business purpose and clarity with petri I'm your host we talk about startup life insights practical tips mistakes failures and everything between you better pause and get one because today we're gonna talk about coffee not because the episode is about coffee per se but because it involves coffee and I'm talking about coffee and making coffee and all those things related to coffee but it's not about so what it is about it's about customer experience it's about customer service it's about bad making machine two years back I was looking for a new coffee machine you know those things which are shiny and you manually pulled espressos so I was looking for something traditional something which works well and it's reasonably priced like the car show.

[1:07] In the uk used to say well not that type of calm I I wanted to really have a good machine you you get the point the place where I live doesn't have it even in the in the country where they don't have any of those machines it's an italian traditional machine I really wanted that one because that's based on my research first could fit the retailer I found reasonably close a selling one but the experience was not the best it took me a week to get an invoice I needed to call them remind them to send me an invoice in order that I could pay and get the machine they didn't bother send me invoice so that I could actually give them money I also asked how is the warranty service if I need one and maintenance and they say well get to that and be there.

[2:13] And I did not pursue that further at the time fast forward a few years the machine had quite many issues some of them were basically and maybe it was the sort of the monday version of the production line process where things are not really working out and there are tiny things but they but because it's not there's no maintenance there's no easy way to send it back you just let it slip and this at this point you sort of feel it and see it every time you're using the machine and pulling your and there comes the day when the thing is not really working anymore I mean it's blowing a fuse it's even I don't even want to remember what it now I need a warranty service while the warranty is already off I'm in a maintenance service the company who sold me the machine is not doing that anymore.

[3:16] Nevertheless the manufacturer says it does that and it took three weeks which they promised to send in five days but it took three weeks to to get a repair maintenance service address and when I called them they said that no we don't do that we don't serve that machine we don't have any parts for that one so yeah no no can do and I have a machine which is not working and would be nice to prepare it for all the reasons and I've been the manufacturer and surprisingly after chasing them sending them emails which they never replied when I was buying and when I was asking for service places for some reason I called the switchboard and I found the export manager who responded and said hey sorry about your experience happy to help let's make this right and he promised to send me the parts the twist in the story and let's not go.

[4:19] Too much in detail but that yeah he was promised to send parts but the way he phrased and I already asked as well that you know how is gonna this work I was an impression that he will send them with charts but now that was not the case going a bit further I found a local company who's doing professional and it's the biggest company in the market professional maintenance and service for coffee machines so it looks like they could fix the thing and I got the parts from the manufacturer so looking good I got the machine after three weeks visual inspection there are scratches and I mean nasty scratches in that shiny metal in the front panel I couldn't put on the water filter you know the handle where you put the it didn't fit and that was a bad sign meaning that.

[5:22] There was no testing the machine is then I put it on wait for a few minutes a lot of steam starts to come out of the machine from the places it's not to not do that top of the machine they didn't know what they were doing they actually fired the person who did the repairs it was a bad I have a broken machine I paid a lot of money for the service and they refused to refund me and I will leave the storage at this I got it resolved but my point is not to pick the manufacturer my point is not to pick the retailer my point is not to pick even the bad service company doing the stuff my point is that bad coffee is horrible experience and you should not get that no not my point is when you picking up your partners when.

[6:26] Considering things home to work with how does the company look like take those small take those little details really seriously the retailer the manufacturer they were sort of like in the same category they didn't pick they took anyone or they their process is what it is and that's why the service level is across the whole supply chain value chain what it is even the people in all those organizations what you deserve or you get choosing the wrong type of company the full immersive experience you're getting it was written all over the place already from the beginning the manufacturer didn't respond to the emails it took a long time.

[7:29] For the company to send the invoice it took a long time to respond to anything the machine didn't work properly from the beginning there was no maintenance service so there were a lot of blinking lights with a new lot of options we just tend to ignore them there's another story or angle to this from a customer point of view how does it look like how do you wanna be seen how do you wanna be considered as a what are the values how proud can you be of your company and what are the stories your customers are telling in podcasts youtube or just in private think about it.