Heather Robison describes the importance of consistency and culture in creating a great customer experience. She also  shares the secrets to success behind Dutch Bros’ rapid growth from a small-town coffee cart to plans for over 2,000 locations. 

Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.

On today’s episode, we talk with Heather Robison, Facilities Manager of Dutch Bros Coffee. Dutch Bros is a drive-thru coffee company founded in 1992, with over 900 locations across 18 states. 

GUEST BIO:
Heather has over 15 years of experience in strategy and growth with a customer focus. She advocates for people over costs, people over profits, and respecting the people on business’ front lines. In her free time she participates in RFMA, CASA, WFF, and organizations that support better outcomes for children in foster care. for days and days and thousands of gallons of water going down the drain.

TIMESTAMPS:

00:17 - All about Dutch Bros

06:26 - The role of the physical space

09:43 - Heather’s story

15:25 - The challenge of consistency

25:20 - The impact of COVID

36:31 - Are robots on their way?

38:48 - The future of facilities

45:17 - Sid’s takeaways

SPONSOR:

ServiceChannel brings you peace of mind through peak facilities performance.

Rest easy knowing your locations are:

• Offering the best possible guest experience
• Living up to brand standards
• Operating with minimal downtime

ServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.

LINKS:

• Connect with Heather on LinkedIn
• Connect with Sid Shetty on Linkedin
• Check out the ServiceChannel Website