Editor,

Following a Letter to the Editor published in The New Times on April 23, 2010 containing a complaint from a customer, the Management of Bourbon Coffee, would like to assure the public that the franchise strives to remain second to none in delivering optimal customer service.

Bourbon is committed to achieving this through a number of initiatives such as; providing our staff with the best available customer service training, feedback and advice from our esteemed clients, strict supervision and putting extra effort to source for guest feedback through interactions with them and a standardized menu with minimum time for every order placed.

Bourbon Coffee customer service has been recognized worldwide, the case in point is compliments from our foreign clients such as the Chief Editor of TIME Magazine UK. As a result of our excellent service, we have built an internationally recognized brand name.

We are currently reviewing applications for franchise partnership from Burundi, Tanzania, DRC, China, South Korea, South Africa and Canada. 

We at Bourbon will continue to respect and cherish our esteemed clients who help us improve in quality services through constructive comments and feedback.

It is on this basis that we always appreciate your valuable support and we promise to go the extra mile to exceed your expectations, we believe that you are the biggest asset to our business.

Emmanuel Murekezi,
Operations Manager,
Bourbon Coffee