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December 09.2025
3 Minutes Read

How BIGGBY Coffee’s Customer Service Culture Creates Restaurant Success

BEST CUSTOMER SERVICE exemplified with vibrant coffee experience.

Biggby Coffee: A Leader in Customer Service

In an era where customer experience defines brand loyalty, BIGGBY® COFFEE has carved a niche for itself, earning a spot on Forbes’ 2026 Best Customer Service List at rank No. 115. This accolade is not just a number; it reflects over 3.8 million consumer ratings from a comprehensive survey conducted with the customer-insights firm HundredX. With more than 450 locations across the United States, BIGGBY’s dedication to serving their community stands out as an exemplary model for restaurant owners nationwide.

Understanding Customer Service Excellence

The Forbes ranking process involved feedback from a staggering 158,000 respondents, assessing various companies on criteria such as personal interaction, speed, service quality, and problem resolution. According to Erin Kaylor, president of BIGGBY® COFFEE, the company prides itself on a culture where customer service transcends traditional definitions. “Every day in our stores, our baristas work to make people feel seen, valued, and cared for,” Kaylor stated. This mindset, intrinsic to their operations, emphasizes that customer service is a core value rather than merely a department.

The Shift Towards a People-First Philosophy

Reflecting on their growth, BIGGBY has maintained a strong commitment to not just the quality of its coffee but also its customer interactions. CEO Mike McFall expressed that the essence of their brand lies in making customers feel better after visiting, highlighting the emotional connection that comes from quality service.

This philosophy plays a crucial part when compared with others in the franchise space, where customer experience can often feel transactional. BIGGBY's focus on heartfelt interactions, as shown by their recent ranking, confirms that customers notice and appreciate personal service.

Potential Influence on Restaurant Owners

For restaurant owners, the implications of BIGGBY’s recognition are profound. As the industry pivots toward greater customer-centric approaches, understanding how to foster and maintain high-quality interactions becomes essential. Businesses can learn that investing in customer relationships directly correlates with their overall success and growth.

Looking Ahead: A Strong Future for BIGGBY

This recognition arrives at a significant time for BIGGBY, as the brand is undergoing an exciting transformation. The company has announced plans to refine its visual identity and expand leadership while committing to ethical sourcing, aiming for 100% Farm-Direct coffee by 2028. Initiatives like these resonate well with customers who value sustainability, making it a perfect alignment in the current market trends.

Emphasizing the Human Connection

In an age where technology often overshadows human interaction, BIGGBY’s focus on creating authentic, memorable experiences can serve as a beacon for restaurant owners seeking to refine their customer engagement strategies. Like Kaylor stated, “Great coffee matters, but great connection matters even more.” This sentiment encapsulates the essence of customer service and underscores the importance of prioritizing the guest's emotional experience.

Conclusion: Take Action for Improvement

As a restaurant owner, reflecting on the elements of service that set BIGGBY apart can inspire new strategies to connect with customers. Consider how your establishment can foster a culture of care, attention, and community engagement. Customer voices are powerful, and recognizing their experiences can pave the way for lasting relationships and positive business outcomes. Embrace the opportunity to enhance your customer service today and discover the remarkable impact it can have on your business.

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02.28.2026

How the State of the Union Address Impacts Restaurant Industry Dynamics

Update How the Restaurant Industry is Nationally Acknowledged In a recent State of the Union address, restaurant owners had their ears perked with suspense as they awaited a mention of their industry's hurdles and triumphs. For many, the restaurant sector is not merely about food; it embodies community, employment opportunities, and economic resilience. With a significant contribution to local economies across the country, its absence from political dialogues often sparked concern. However, the political climate during the address was charged with expectations, pushing industry stakeholders to analyze what was discussed and what was overlooked. The Weight of Economic Policies President Trump’s speech featured remarks on economic growth, a hint that sparked hopes among restaurant owners for further easing of regulation and more support for small businesses. As the economy shows signs of recovery from the pandemic, the restaurant sector remains at a critical juncture. Industry leaders like Joe Kefauver from Align Public Strategies discussed how even small mentions could provide reassurance and guidance for uncertain waters ahead. Discussions hovered around forthcoming health regulations and legislation affecting labor costs, such as the anticipated “Fair Share” health tax proposed in Washington state, which aims to alleviate healthcare burdens on employees. Industry Resilience Amidst Challenges Despite the myriad challenges laid upon the restaurant industry—from inflationary pressures to supply chain disruptions—business owners have exhibited remarkable resilience. Shake Shack, for instance, has adapted by improving profits even amidst soaring beef prices. This is an excellent example of how innovative strategies can lead to sustained growth. Learning from competitors, such as Portillo's and Sweetgreen, is crucial for restaurant owners looking to thrive in the current environment. Portillo's is reportedly recalibrating its strategies based on the lessons learned from its Texas market, hinting at the necessity of adaptability in varying regional markets. Political Awareness: A Double-Edged Sword However, political discussions that are seemingly favorable can also open the door to controversial legislations. The ”per-employee head tax” initiative, often framed as a “Fair Share” proposal, has resurfaced amid local pushes for social equity. While supporters advocate for fair health benefits for all, critics argue that such policies might disproportionately impact small and family-run establishments. This ongoing tug-of-war between social responsibility and economic viability is central to the discourse surrounding restaurants today. The Hearts Behind the Business At the heart of every restaurant lies a passionate owner and a dedicated team. Their presence nurtures communities and engenders a sense of belonging. As Chef Danny Lledó of a prominent paella restaurant notes, the essence of food extends beyond taste; it encompasses culture, tradition, and collective memory. This aspect of dining emphasizes the importance of representation in political discussions, urging lawmakers to recognize the integral role restaurants play in cultural and social frameworks. Future Predictions: What Lies Ahead As we look to the future, the sustained influence of political decisions on the restaurant industry is undeniable. With evolving consumer preferences, such as the rising demand for healthy menu options and environmentally responsible sourcing, restaurant owners must remain vigilant. The anticipated integration of technology for more efficient operations and menu management could unveil new avenues for growth and sustainability. These factors together signal a period of both challenges and opportunities, paving the way for a renewed era in the dining landscape. In conclusion, while the national dialogue surrounding the restaurant industry is far from robust, it remains crucial. Engaging in discussions and leveraging opportunities presented by political movements can equip restaurant owners with necessary tools to navigate the complexities of their business environment. Therefore, as industry leaders, maintaining an active presence in these dialogues will not only benefit their establishments but also foster a more supportive legislative landscape for the entire sector.

02.28.2026

What Fat Brands’ Bankruptcy Means for Bond Investors and Restaurant Owners

Update Understanding the Bankruptcy Landscape of Fat Brands Fat Brands, the operator behind popular restaurant chains like Fatburger and Johnny Rockets, recently made headlines by entering Chapter 11 bankruptcy. This situation puts a spotlight on the ongoing struggles faced by restaurants under severe financial stress. With a staggering $1.45 billion in securitized debt, Fat Brands's financial woes were partly fueled by aggressive acquisitions during a time when many consumers were retreating from dining out due to economic pressures. The company's CEO, Andy Wiederhorn, finds himself at the center of accusations regarding the management of company funds. Investors allege that Wiederhorn has mismanaged finances, treating the company as a personal resource. Fat Brands maintains that these lenders were either aware of the controversial decisions made by its management or that these were disclosed in prior public documents. Economic Pressures Contributing to Financial Strain The restaurant sector has been grappling with a range of challenges, including inflation and shifting consumer behavior. Fat Brands has faced declining same-store sales over the last eight quarters, a clear reflection of broader trends in the industry where customers are increasingly cost-sensitive. The rise in prices and tightening wages in the labor market has led to an overall retreat in restaurant spending, especially among low to middle-income families. Moreover, tariffs and supply chain disruptions resulting from international conflicts have added to production costs, limiting profitability for many operators, including Fat Brands. As evidenced by the struggles of its peers, the current climate requires restaurant owners to remain adaptable, adjusting their business models and strategies in real-time. A Closer Look at Investor Relations The relationship between Fat Brands and its lenders has turned contentious. A recent court filing from the company highlighted their belief that investors should have conducted more due diligence before investing. They argue that the lenders had the opportunity to replace management during unfavorable conditions but chose not to do so. This oversight raises questions about accountability on both sides: how much responsibility does the borrower carry in disclosing risks, and how diligent should lenders be in their assessments? The investors pushing for a trustee may argue that the company's leadership has been ineffective, but Fat Brands insists that the lenders were well-informed of the management's past conduct. This ongoing debate underscores the complexities of financial relationships within the restaurant industry—where anecdotes of mismanagement are often accompanied by stark economic realities. Balancing Financial Recovery and Brand Health In its efforts to stabilize, Fat Brands has hired chief restructuring officer John DiDonato, tasked with exploring pathways to recovery and potential restructuring. With heightened competition and shifting consumer preferences, the future of these chains relies on effective management that prioritizes both brand integrity and operational efficiency. For restaurant owners and investors alike, the implications of Fat Brands's bankruptcy serve as a crucial case study in balancing aggressive expansion with sustainable financial practices. Lessons for Restaurant Owners Going Forward While the story of Fat Brands is fraught with challenges, it offers insightful lessons for other restaurant owners navigating these tough economic climates. Being proactive in understanding financial commitments, maintaining open communication with investors, and adjusting business strategies to cater to consumer preferences play an integral role in long-term sustainability. Restaurant owners must remain vigilant in monitoring both economic conditions and their operational metrics, always being prepared to adjust their strategies. By learning from Fat Brands's experiences, others in the industry can better situate themselves for success amidst financial adversity.

02.27.2026

Make a Difference: Celebrate Jersey Mike's Month of Giving for Special Olympics

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