The Java Gourmet, LLC, has been a Vixxo Service Provider partner since 2016, servicing standalone Starbucks and Target-Starbucks locations. Gregg Levey, the owner and sole technician, operates based out of Portland, ME. He is Vixxo’s only technician in Maine and supports all Starbucks and Target-Starbucks locations in the state, as well as 10 sites in New Hampshire. He started his career in coffee equipment with expresso vending machines and has since expanded his coffee equipment expertise to include the major commercial coffee equipment brands, including the Mastrena II currently found in the majority of Starbucks.
As the Java Gourmet, Gregg emphasizes customer service and satisfaction in his day-to-day operations. Vixxo frequently receives feedback from Starbucks about his thoroughness when completing a repair, his ability to provide coaching to Starbucks employees to help prevent future service requests, and his professionalism while servicing their sites.
“In my business, I’ve found staying focused on the customer and building direct relationships can really make difference in how satisfied the customers are”, said Gregg. “In the locations I service, I try to meet every store manager and provide advice on their equipment, which they appreciate. I also keep the lines of communication with the Vixxo team open. A service call can be particularly stressful for the onsite team, as an unplanned maintenance visit is usually associated with a disruption to their work and the flow of their customers. I’ve found that operating and communicating in a timely, friendly, and respectful manner makes for a great experience for everyone involved.”
Over the last year, Gregg has become a “go-to” Service Provider in areas outside of Maine when additional support is needed. Quite often, Vixxo will dispatch multiple service requests to him in Massachusetts, requiring him to stay in a hotel overnight, away from his family. Whenever he receives a service request in MA, he always packs an overnight bag because chances are, he’ll likely receive multiple dispatches in order to meet our client’s expectations for service. He is also willing to travel to Vermont, a 5-hour one-way trip, when the local vendor is unable to provide service. With all the travelling he does, he still manages to complete all service requests in Maine and maintain client service level agreements.
Most recently, he completed 50 service requests in 12 days. His dedication often finds him working 7 days a week and taking very few days off a month. He frequently goes above and beyond Vixxo’s service provider expectations, does so without hesitation; always maintaining his professionalism and thoroughness while completing repairs. Vixxo is very lucky to have him as a service provider and we appreciate all he does for the Starbucks locations we serve.
|“I’ve found staying focused on the customer and building direct relationships can really make difference in how satisfied the customers are....operating and communicating in a timely, friendly, and respectful manner makes for a great experience for everyone involved.”
- Gregg Levey, the Java Gourmet