chefs!: Mrs Spier, is it actually true that coffee machines usually go on strike at the weekend, when most hotels and restaurants are at their busiest?

Spier: That's probably a perceived truth, because of course it's particularly painful when the coffee machine goes on strike just before a major event or Sunday brunch. From our experience, however, I can't confirm any tendency towards the weekend.

chefs!: Do Melitta's service technicians also come at the weekend? And how long does it usually take for someone to attend to the machine after a call to you?

Spier: If there is an emergency on Saturdays, Sundays or public holidays, we are there for our customers. Our aim is to resolve urgent emergencies quickly and, if possible, within 24 hours. To this end, we have technicians on standby throughout Germany at weekends. The on-site weekend and public holiday service applies to urgent call-outs. Standard appointments and maintenance work are carried out during the week.

chefs!: Good service is crucial in an emergency situation, after all, the coffee machine should be ready for use again as quickly as possible. What are the most important pillars and components of Melitta Professional's service concept?

Spier: We lay the foundations for good service here in our company. Our training team and technicians can draw on extensive knowledge and utilise synergies. Our coffees are produced with our sister company in Bremen, and we develop and produce professional fully automatic coffee machines in Minden. Our service quality is based on a total of five pillars: Machine expertise, coffee expertise, industry expertise, training expertise and life cycle expertise. Working in partnership with our customers is very important to us, from the first on-site consultation to the technician's visit and the telephone and online service from Minden. In the event of a fault being reported to our customer service hotline, the technical support on the phone is sometimes enough to help.

chefs!: The life cycle of technical products is a relatively new topic in our industry. Can you briefly explain what life cycle expertise means in relation to your coffee machines?

Spier: We use the term "life cycle expertise" to describe our commitment to providing our customers with excellent service over the long term. For us, the partnership at eye level does not end with the installation of the coffee machine. We introduce new ideas, embrace change and offer customised service packages, repairs and upgrades to ensure maximum availability, consistently high beverage quality and a long service life for the coffee machine. Long-term thinking and sustainable action are among the core values of our company.

chefs!: Your customers can now choose between three different service packages: Pro, Eco and Basic. Is this new or did it already exist before?

Spier: We regularly adapt our service packages to the changing needs of our customers. With the three levels Pro, Eco and Basic, our packages have now become even clearer. One thing is clear: we recommend playing it safe with attractive and predictable prices. Regular servicing prevents malfunctions and associated machine breakdowns as well as higher costs that have not been factored in.

chefs!: What would you personally describe as the greatest strength of Melitta's service concept?

Spier: Our particular strength lies in the fact that we can offer a service that covers all the components for our customers' successful coffee business. Together with the customer, we find the customised solution that suits their needs.

Interview: Jörg-Michael Ehrlich