Take time, make human connections — customer care principles extend to franchise partners.

Inspiring authentic human connections with a ‘bean on top’ is more than a customer service motto for The Human Bean. It’s a guiding principle that began twenty-five years ago with the company’s founders and is alive and well today with their franchise partners, who are encouraged to call on the support team anytime for help.

When The Human Bean’s corporate team says they’re just a phone call away, they mean it. After 25 years in business, The Human Bean has developed a support model for franchise partners that meets them where they are — on the phone, on-site, or via a document-rich online portal that store owners can access anytime.  

“Sometimes we’re just an ear, sometimes we help point them in the right direction. If they’re not as comfortable in the tech world, we’re happy to send a text or make a personal call,” says Kim Steenslid, Director of Field Operations. 

With 20 years of experience at The Human Bean, Steenslid manages a team of field operators that are assigned to every store owner. Each field operator has been a multi-store operator and has 10 or more years of experience with the company, so they are well versed in all facets of operating fast paced drive-thrus. 

That experience makes for quick answers, creative problem solving, and decades of knowledge to call on for franchise partners. From site development (scouting locations and choosing building designs) to ongoing training, marketing, and operations support, owners are never far from a personal connection throughout their journey.

For promotions throughout the year, like the recent launch of the company’s Bright Energy® drink, franchise owners start receiving communications from their field operators months beforehand. Marketing materials, implementation guides, webinars, videos, and talking points are all provided, along with recommendations for internal training and tastings.

“Our team does extensive product testing in live stores to record real-time feedback, reactions, and even how a specialty item shows up in our POS system,” says Steenslid. “We do all we can to make sure everyone from the barista to the customer is thrilled with their experience.” 

By checking all its boxes for tasks like product launches and new store openings, The Human Bean earned itself a place among the top 100 businesses in the annual Franchise 500 in 2023, as well as the 2023 Inc. 5000

“Our brand is one big family,” says co-founder, Dan Hawkins. “Everyone looks out for each other and works hard to make this brand the very best.”  

With award-winning coffee products and white-glove customer care baked into The Human Bean’s operations, franchise partners have an easy reason to say yes to serving coffee with a smile.

To learn more, visit franchise.thehumanbean.com

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