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If you're in coffee service today and not making a good living and having a great time, don't expect much sympathy from Steve and Mike Ransom. The brothers, who operate Old Time Coffee Co. in San Jose, Calif., think times have never been better, given the customer's appreciation for good coffee and the ample variety of good coffee available to serve them.
The Ransoms, the Automatic Merchandiser OCS Operator of the Year, took to OCS like a fish to water when they got into the business in 1999. The brothers had already learned how to deliver customer service in the office supply business, and they found OCS to be a market hungry for the same high level of professionalism.
The Ransoms have delivered that higher level of professionalism and are reaping the rewards.
Foundation: office supply retailing
The brothers, now in their mid 40s, launched an office supply store in 1986 shortly after graduating from college. Both had worked in office supply stores beginning in high school. They opened one store in San Jose, Calif., and eventually expanded to three stores.
The business was profitable, but the hours were difficult. "Retail is a lot of hours," noted Steve Ransom.
One of their office supply customers was Old Time Coffee Co. The owner was interested in selling the business, and the Ransoms were interested in an opportunity that would offer more flexible hours. In 1999, they went to work at the company with an option to purchase it.
The brothers immediately identified areas where the business could be improved. They decided to upgrade the equipment and combine the office and warehouse under one roof.
"It was a profitable business and I liked the hours," said Steve, who is president. Mike took over vice president responsibilities.
They offered same-day service and gave all customers their personal phone numbers and e-mail addresses. "We're very easy to deal with," Steve said. "They (customers) don't have to call three layers of management to get a certain tea." They also launched a website, something that few competitors had at the time.
