Cafe Fortune Ltd – Starbucks

We first came across Arrow County Supplies Ltd by recommendation from another company in the group. They started supplying us with janitorial products in early 2016 at one of our sites on a trial basis, something that a lot of companies do not offer.

The trial was very successful, with outstanding delivery and customer service from the beginning, it felt like we had been trading with Arrow for years. From the trial, we decided to roll out to the rest of our sites. During the roll out, Arrow were brilliant at communicating with us and efficiently carrying out our requests; it meant that we could operate as normal, with no disruption to business.

A few months into our relationship, Arrow visited our restaurant in Crewe to undertake a Innovation Consultation, a programme specifically developed by Arrow. This was an assessment of the challenges that face the staff in maintaining a clean and hygienic restaurant, both front and back of house and other related risk and compliance challenges, in view of recommending innovative ways to improve.

The process they had in place was very structured and covered every zone in the premises – they left no stone un-turned. Initially we gave them our overall challenges and objectives of the business and with this we felt that the process was definitely tailored to our interests.

After the visit, Arrow produced a fantastic report which detailed specific improvement areas and relevant solutions. They really took note of the hospitality environment we work in and the fact that customer experience is paramount; they didn’t just try to look for cost savings, but instead incorporated ways that we can improve our service and environment cost effectively.

There were a number of products already in existence that we weren’t aware of that Arrow were able to show us. These have made an immediate positive impact in terms of cost reduction, improved hygiene and reducing the time taken to carry out regular repetitive cleaning duties.

A health and safety risk was highlighted which is caused by ice used in the cold drinks ending up on the floor creating a slip hazard for staff at the counter. An innovation to mitigate this risk will have far-reaching positive impacts.

We have been very impressed with Arrow’s approach. Their responsive approach to account management and customer service means that we don’t have to worry about a thing, and they feel more like an arm of our company as opposed to an external supplier.