What does great service mean to you? An interview with our National Service Coordinator, Victoria Dacre

Hey Vic, how are you?

I’m good thanks!

Lovely, can you please tell me about your journey through the industry to be where you are today?

So, I started in hospitality back when I was probably 14. I was working as both a barista and a manager at cafes and restaurants for years and then, I met someone who made me realise that service was a huge part of the coffee industry. From then on, I slowly transitioned into the service world.

And how long have you been here at Brewtech for?

I've been at Brewtech for just over a year now.

So, we're going to do some word association. When you hear the word service, what's the first thing that comes to mind for you?

Putting out fires. A huge part of my job is just juggling a lot of things. Whilst everything is up in the air, I’ve got to be super reactive. Answering questions, answering phone calls from the team and from customers, answering emails, always making sure that everyone's going to the right place at the right time.

The word service can be interpreted many ways in our line of work. What does great service mean from a coordination perspective for you?

Great service coordination is just being organised, staying on top of everything and having a list of what you need to do. It’s putting customers first. I do everything I can to make sure they're happy and that, when the jobs done, they can make coffee again.

What do you think sets a good service company apart from a great service company?

Probably the culture. Having a great culture in the Brewtech team is a game changer. Everyone works together really well, and things go a lot smoother because of it.

What role does teamwork play in your day to day?

As well as keeping everyone happy, part of my job is keeping everyone on their toes. It’s important to me to anticipate people’s needs, and be on top of something before my team has even told me what I need to do, or how to help them.

That’s awesome. What motivates you?

It’s got to be coffee, haha! I’d say that being part of a team that is so happy and welcoming is very motivating. There's not a single person in our team that won't say good morning, every morning. Having people ask how your night was or how your weeks going is a really good motivation. I feel lucky to have such a happy team around, it helps me ready for the day.

So nice! What do you think is the most common misconception about what we do here at Brewtech?

A lot of people hear the word brew and automatically think beer. So that's probably number one.

Would you like to set the record straight, right here, right now?

Hahah! We are a coffee machine service company. We don't sell beer- or anything for beer taps, nothing! Also, I think also a lot of people don't realise that Brewtech specialises in one brand. I wish I could help everyone that calls, but we service La Marzocco exclusively.

That reminds me, you recently won an award at the La Marzocco Awards and Recognition Night! What did that mean to you?

I was very shocked and overwhelmed. At that time, I'd only been in the company for seven or eight months. So, I felt very humbled. I felt like it was a huge achievement, having been at Brewtech for only a few months. It showed me how much everyone appreciates what I do for them and my efforts to be a part of the team in every way possible.

Very well-deserved Vic! Thanks for chatting with me today!

No worries at all!