On the days where café operators are at their peak of stress due to a machine breakdown, leakage or blockage, Brew Solutions Australia Technical Manager Andrew Stacy arrives with an open mind and a calming influence.
“It’s my job to gather clear information to find out what’s actually going on and coach the customer through the situation. When people feel they have been understood and know what your intentions are, it builds trust,” Andrew says. “At the time, customers are understandably worried about loss of workflow and downtime. You’re dealing with that plus the pressure to fix something.”
Andrew started working with a small coffee roasting repair agent in 2006. He didn’t grow up with any aspirations to be a technician,
