Old fashioned customer service and innovative thinking has led to a surprising expansion in the popular Bathurst coffee roaster Fish River Roasters. The Western Advocate recently released this story that puts a positive twist on making ends meet during the Coronavirus lock-down by thinking outside of the box
Fish River Roasters keeping coffee-lovers energised during COVID-19
Amidst the disruptions caused by COVID-19, local businesses are thinking outside the box to adapt to a radically transforming market.
One such example is local coffee producers Fish River Roasters, who are using the period to expand their business online and share insightful tips for coffee production in the home and commercially.
Fish River Roasters owner Peter Harrison said the COVID-19 restrictions has allowed the business to expand their social media profile.
“We’ve focused our instructional videos around different tips to make the perfect coffee at home [required appliances, brewing methods etc .], as well as how to make a coffee commercially without touching the cup or lid,” Mr Harrison said.
“Max Denyer-Simmons has given us a hand with the video production, and it’s helping us to expand our presence on social media, which we’ve always wanted to do but have never really had the time.”
Mr Harrison said the business is also supporting their repeat customers through the provision of complementary samples with home deliveries.
“We’ve been throwing in some extra coffee beans with more interesting origins for people to try,” he said.
“The online side of the business has certainly grown with the greater numbers of people working from home.”
However, Mr Harrison said the COVID-19 period has proven a challenge, with a number of their 100+ commercial customers, including cafes, bars and restaurants, currently closed in accordance with social distancing.
“Our cafe customers are still rolling, as they are able to do takeaway, and we’re doing whatever we can to support them,” he said.
“It has been a really tough period for the hospitality industry in general, and I especially feel for those businesses who have only opened in the last few years and are still finding their feet.”
Mr Harrison, who has been in the coffee roasting business for more than two decades, said the COVID-19 situation, while challenging, has seen some of their customers completely reinvent their business approach.
A Parkes customer of ours redesigned their cafe [a former service station] to incorporate drive-thru facilities, which has worked really well for them,” he said.
“As a business owner, you need to be at your decisive best during this uncertain time, but you also have to look after your health.”