Unfortunately for Ticos, coffee from Cafe Britt is not one of the more affordable options. Cafe Britt sells their premium grade coffee to customers all over the world. And so they are able to increase the price they charge based on what people in other countries, such as the U.S., are willing to pay. However, interestingly enough, coffee is not their most popular product. Cafe Britt also sells high quality chocolates and cookies of all different flavors, in addition to being linked to Morpho — a travel retail company.
In contrast to Cafe Britt, which can be thought of as a manufacturer and distributor, the Doka coffee plantation we toured has more the role of being a supplier Whereas Cafe Britt buys coffee beans, roasts them and then packages them to be exported and sold, Doka Estates plants the coffee trees themselves and then harvests the beans to be sold to companies like Starbucks and Dunkin Donuts.
It is clear, though, from our tour and the presentation at Cafe Britt, that they are very successful in what they do. In terms of our topic of customer service, I believe this is because the people there do a lot to appeal to their clientele, as well as keeping them satisfied with the products they are buying. Their Loyalty Programs gives members special benefits, such as 10% off their first order and 15% off during their birthday month. And, free samples of coffee and chocolate are available in their stores so that you can be sure you like what you are buying. If customers are not 100% satisfied with their purchase, they can get a refund or have their items replaced.
For those who place a priority on sustainability, Cafe Britt reuses packaging to make others products such as bags and envelopes, practices Fair Trade, is Carbon Neutral, and has a four-star Certificate of Sustainable Tourism. Additionally, the Hábitat protection program allows customers to support wildlife research by buying specific coffees like the Jaguar and Sloth blends. It is hard to criticize Cafe Britt’s customer service as it seems they have a put a lot of thought and time into it and across a wide range of areas.