FreshGround’s values – Our pledge to customers
Lily Hedley | January 28, 2026
At FreshGround our values shape the way we work every day. They guide how we support our customers, how we collaborate as a team and how we make decisions. Each value is designed to keep us focused on delivering a simple, reliable and enjoyable experience for the people who choose us.
Make it easy
Simplicity is at the heart of our service. It means removing unnecessary friction for our customers and creating an experience that feels effortless. Sometimes the work behind the scenes can be complex, but the end result should never feel that way. We look for ways to reduce confusion, streamline processes and give people a smooth journey from start to finish. When we make things easier for our customers, everything else becomes more effective.
Communicate with clarity
Clear, honest communication builds trust. We keep people informed and never rely on assumptions. If an update is needed, we share it. If something changes, we explain why. Even when the message is not what someone hoped to hear, clarity helps everyone move forward with confidence. It keeps our teams aligned and ensures our customers always know what to expect.
Take a proactive approach
Great service is built on forward thinking. We try to spot what is needed before it becomes urgent and take action early. It might mean planning ahead for busy periods, identifying potential issues with a machine or simply staying one step in front of a customer’s needs. Being proactive helps us deliver a reliable service and prevents small problems turning into bigger ones.
Listen to the customer
Every workplace is different, so we take time to understand what customers actually need. This means listening properly, asking the right questions and focusing on what matters most to them. It is not about guessing or making assumptions about what we think they should want. By listening first, we can recommend the right machines, support them in the right way and deliver more than they expect.
Build success together
We work as one positive team. Supportive collaboration helps us solve problems quickly and keeps our service consistent. It means sharing knowledge, helping each other and creating an environment where everyone can do their best work. When our team succeeds together our customers feel the benefit. Happy teams create happy customers.
What our values mean for your workplace
These values guide everything we do, from the way we recommend machines to the way we deliver Complete Care and Essential Care. Customers get a service that is simple, clear and proactive. Teams get reliable coffee and water solutions that fit the way they work. And everyone gets the support of a business that listens, communicates and focuses on delivering a great experience.