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Each year on the first week of October, Customer Service Week is celebrated all over the world. It is an international celebration of the important role that customer service plays in every organization’s success. White & Case Global Operations Center in Manila, celebrates this every year by rewarding their employees with different treats, and giving recognition to their employees and third party providers for exemplary service. Braulio’s Coffee Roastery has been invited to take part in their Customer Service Week festivities by serving coffee to their employees, Security and Facilities personnel. It was a big challenge for us, as we have been asked to serve 150 cold brew bottled beverages and 400 hot espresso beverages in 2 days. To be honest, when I was asked if we could handle the volume, I wasn’t so sure. It normally takes 2 minutes and 30 seconds to make a hot espresso beverage using our machine, while our cold brew concentrate takes 16 hours to steep and cannot be prepared too far in advance as the cold brew concentrate has a short shelf life of two weeks. I told their Engagement committee that we have not handled this volume, but we’re up for the challenge. Upon opening our booth at their office, line started to build up, which extended all the way to their Reception area, and cups waiting to be filled by orders of the employees started to pile up in front of us. Despite what looked like a perpetual line of orders, we were able to serve 150 cold brew bottled beverages, and fulfilled 100 hot espresso beverages in the first three hours. We had to adjust our strategy a few times to reduce our completion time and manage the queue, and by the end of the first day, we served a total of 400 drinks to their employees. 600 hot espresso beverages. 150 cold brew bottled beverages. Served by a three-man team in two days. A challenge we thought was impossible, but conquered. Thank you White & Case for giving us this opportunity, for we would not know what we are capable of doing, if you had not given your trust in us. The theme for this year’s Customer Service Week is “Excellence Happens Here.” Being an alumnus of White & Case, I understand how serious the Firm is about consistently delivering their best to their clients. For us at Braulio’s Coffee Roastery, we’re just truly grateful for the opportunity to deliver a great coffee experience, and we hope that through this experience, you could truly say that excellence happened.