Fourteen years after opening, our Glass Service Centre still enjoyed its worldwide reputation as a model of excellence, and was scoring top marks in customer surveys. So what prompted the redesign and conversion?
Roland Eggenschwiler: We want to offer the finest hospitality in our industry. That is our declared aim. So we treat service exactly as we do our products. We can only retain our leading edge if we keep developing and constantly launch innovations on the market. The hospitality area in our Glass Service Centre had remained unchanged since 2003. Meanwhile, we had added new services, such as 24/7. It was high time to set a new milestone with a global profile.
How do you tackle a project like this one?
Roland Eggenschwiler: The first stage is intensive dialogue with customers and employees about the status quo. We found out what they most appreciate and learned a lot about all the processes and movements.
Manuel Candio: We started off by observing, asking questions and listening attentively. We scrutinized every detail and took a close look at every stage of the process; from the moment customers arrive at the car park, transfer of their machines into the building, reception and diagnostics, and return of the serviced appliances.
Roland Eggenschwiler: We soon realized that our primary focus had to remain on transparency and the trust customers place in our staff and services. So we set about making the experience even more pleasant for them, simplifying individual steps and giving them a positive overall perception of the entire process.
Where do you get the inspiration for services that don’t yet exist in this form?
Roland Eggenschwiler: We put ourselves in the customer’s shoes and compared ourselves with other business sectors. In a luxury hotel, for example, the concierge greets you at the door and relieves you of your luggage, leaving you free to check in. That inspired the idea for our concierge service. We give our customers a warm welcome, take their concerns seriously and are happy to give them all the help they need.
Manuel Candio: It also became clear to us that a close bond exists between many customers and their coffee machines. It made us realize that some kind of ‘official machine handover’ would give them the reassurance that the JURA service experts would be looking after the appliance from that moment on.