At the entrance of Bourbon Coffee located at Nyarutama’s MTN centre, one is hit by different spicy lip-smacking odours of snacks, but apart from the aromas, its hygiene and customer care is more inviting.
Upon entering, you’re welcomed and serviced by cheery waiters and waitresses, who are donned in black t-shirts.
Despite its present irresistible outlook, Bourbon Coffee was not an exception to the poor customer care plaguing the country, until August this year, when its management made changes and reshuffles.
Emmanuel Murekezi, the operations manager of the three Bourbon Coffee shops; at the Trade Union Centre (UTC), Nyarurama, and its newest branch at Kigali International Airport, told The New Times that before a waiter would take close to 30 minutes to serve a customer.
“But now, the minutes have reduced to a minimum of 10 and maximum 20,” Murekezi said.
Flanked by the manager of Bourbon Coffee MTN center, Gratin Havugiyaremye said that, “When I came in, the management was slow in decision making and implementing policies, which delayed the services, but now the services have improved.”
Other adjustments like evaluation forms have been introduced to make progressive improvements as advised by the customers.
Murekezi said that because of the customer care and improved hygiene, the number of customers has increased from 200 to 300 a day.
Meanwhile, Bourbon Coffee opened an outlet in Washington D.C, and they are also planning to extend its branches in all parts of the country, starting in Ruhengeri, Gisenyi Butare and Rwamagana.