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heather-robison

Behind the Brew: How Dutch Bros Builds for Joy

With Heather Robison, Facilities Manager at Dutch Bros Coffee

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

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ServiceChannel

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.
The 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.

About the Guest

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.

Dutch_Bros_Coffee

“What I’ve always felt, but is not a very popular sentiment in any industry for profit, is that nothing matters if we don’t send that person away with a smile on their face. A genuine, good, wholesome experience that they can talk about, and that that can be the highlight of their day, or it can just be a regular part of a really great day for them. But it’s consistent and it’s genuine and authentic.”

— Heather Robison 

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.

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