13 Aug From Startup to Inc. 5000: Why Royal ReFresh Believes a Coolbreakroom is Vital to Success
Interview with Ryan Harrington, Founder, and CEO at Royal ReFresh
How do you get recognized by Inc. 5000 five times as one of the fastest growing companies in the USA? Royal ReFresh of Portland, Oregon knows how it’s done. Not only that, they’ve been recognized in Portland Business Journal’s top 100 fastest growing private companies six times. With 400+ Google reviews singing the company’s praises, our Coolbreakrooms team was determined to learn what Royal Refresh is doing right. We spoke with CEO Ryan Harrington to understand how leading by example has resulted in huge growth for his business – and a Coolbreakroom is a big part of it!
Meet Royal ReFresh
Ryan and his wife Michelle began their entrepreneurial adventure by starting Royal ReFresh in 2006. Michelle’s background in Human Resources made her keenly aware of how adding workplace amenities like micro-markets and office pantries boost employee retention and wellness. These vending services are now the cornerstone of their business. In the past eight years, Royal ReFresh has experienced massive growth in its community and become a valued part of the Coolbreakrooms Authorized Provider network.
Ryan says there are several reasons behind Royal Refresh’s success and that they can be applied to any business in any industry. He had some tips to share:
Listen and Relate
Ryan believes the sales process has changed. When he meets a new client, his focus is on listening. “To fix their problems, you need to know their problems. When you understand them, your solutions are authentic,” Ryan said. Ryan also builds a connection by being relatable. In fact, he regularly invites clients to come to the Royal Refresh headquarters to see the breakroom services he offers his own employees. “We use our own Coolbreakroom as a reference – a pseudo showroom, essentially. I say, ‘Hey, this is what I do for my own company. It’s working because our own company culture is healthier than ever. Employees are happy and collaborative, and it shows.’ Our company becomes a reference. And people love it because it feels very natural and not sales-y.”
One of Ryan’s favorite things about his work is the opportunities it creates for him to connect with HR leaders and facility managers, discover their problems, and think on his feet to provide the best possible breakroom solutions. In his experience, most of the companies that partner with Royal ReFresh have leaders who really care about their employees and want to take action. The great thing about breakrooms? “Their value is tangible and easy to see,” he said.
Retention is Key to Company Growth
What’s the key to ensuring your business continues to grow? Ryan keeps it simple: focus on your existing clients and your employees.
Like any company, Royal ReFresh will occasionally lose a client, but their retention rate is impressively high. That is because Royal ReFresh’s philosophy is about making the client happy. “Losing a client because of service is very rare,” Ryan said. “Each client is assigned a Customer Experience Manager, so I think if you’re mindful, it’s easy to succeed.” As a result, positive word of mouth has been the biggest force behind Royal ReFresh’s growth. It has been rapid and consistent.
The focus on retention applies to Royal ReFresh employees as well. While some companies may see adding a micro-market or an office pantry as a costly way to boost employee happiness, Ryan disagrees. His personal experience as a business owner and the results he sees from his clients indicate the opposite effect: A Coolbreakroom can contribute to massive company growth.
Prioritize Office Culture
Ryan’s wife, Michelle, has a background in HR. This experience has helped tremendously when making behind-the-scenes decisions. “She is the backbone of our culture,” Ryan remarked. “She immediately acts on something she hears, even if it’s something seemingly small like being out of stock on a certain snack.” Internally, she nurtures Royal ReFresh’s culture and this happy culture is contagious. It transfers to the clients they work with every day and helps create Coolbreakrooms that improve businesses throughout the greater Portland area.
Ryan and Michelle know that breakrooms have a lot of power. “We’re an integral part of employee retention, especially for offices that are trying to get people back into the office,” Ryan said. “In fact, a local commercial property management company surveyed leaders in the Portland metropolitan area to find out what makes employees want to return to work. It found that free food and beverages – or reduced pricing for food and beverages – were tied with free parking. In downtown Portland where parking can be tight, that’s a big deal! It’s definitely resonating with team members in all sorts of companies.”
A Great Breakroom Shows You Genuinely Care
When a breakroom is done well, employees notice. For Ryan, watching the impact of a Coolbreakroom never gets old. “I see it firsthand. When we open a new office pantry service, especially if they have not had it before, the impact is huge. People come up to us, thanking us for the great pricing or even just to say they love it,” he said. “A Coolbreakroom tells employees that their workplace really cares about them.” When a client chooses to subsidize a micro-market by partially covering the cost of food and beverages, Ryan takes extra steps to give credit where it is due. Royal ReFresh ensures the payment kiosk informs employees of the cost savings they are receiving because of their employer’s generosity.
Lead by Example
Ironically, many refreshment operators will provide great breakrooms to clients, but neglect their own. When Royal ReFresh moved to its larger building, Ryan knew a Coolbreakrooom was necessary. “We’re a breakroom company!” he exclaimed. “If we’re gonna go out and say ‘we’re the best, first-in-class, premier breakroom company, we should be offering that same service to our own team members. They’re out there working in beautiful breakrooms every day. I just feel like they should experience it too. This also helps everyone in our company believe in our services – because they live it every day.” Royal ReFresh employees love the breakroom space and tell him it makes their day-to-day experience much better.
Like many of his clients, Ryan offers his own employees a variety of free snacks, beverages, fruit, and coffee. They provide popular coffee brands like Starbucks, Peet’s Coffee, Flavia, etc., and local options too, like Long Bottom Coffee. This local brew is a company favorite and also makes up the majority of their coffee sales to clients. Other local products like Alpenrose Dairy and Tillamook Cheese are also thoughtfully added and offered.
Ryan and Michelle together have led through example and developed standard practices that reward both clients and employees. They are part of our large network of Authorized Providers that ensure you get excellent breakroom services. Do you want a Coolbreakroom like Royal ReFresh offers their own employees? Let us connect you with a top breakroom operator where you work. Contact Coolbreakrooms for a free assessment of your breakroom needs.