Russell Kruger on the success of Mugg & Bean, and more..

Turning customers into regulars and regulars into friends

It’s not very often that you find a coffee shop that’s part of a major franchise chain but which bears the ambiance and qualities of a warm, relaxed and homey coffee house. Mugg & Bean in Vincent Park Shopping Centre however, is exactly that and more, thanks to owner Russell Kruger, his management team and wonderful staff.

Whenever I have visited Mugg & Bean, albeit not as frequently as I would like, I am always greeted by the same friendly faces of the waiters and waitresses from my previous visit. The familiar faces please me and speak volumes about the establishment.

It is a coffee shop that has just the right vibe and so once seated, I immediately feel comfortable, whether in company or alone. This in itself is extremely important ~ ever been to a café alone and feel like you stick out like a sore thumb, attracting looks (pitying or otherwise) from all and sundry? Not such a pleasant experience. But that never happens at M&B; whether I am seated inside or outside, on my laptop, phone or simply staring into space, I feel quite comfortable doing so.

Another very important thing that I really appreciate there is the fact that the staff really know their stuff. When given a menu full of delicious options, I never have any idea what to choose and so ask my waitron what they would suggest. Needless to say, their suggestions have never disappointed. Plus I can never finish my plate because the servings are HUGE so even better for me, I get to take it home with me and enjoy it again later!

What I really love though is the general ambiance of the place, the coming and going of people all day long, the background noise that is an unobtrusive balance of chatter and sounds of everyday life.

So how did Russell Kruger get it so right? Quite simply, through his passion for people: knowing what they want and what will bring them back again. Of course, the excellent service provided by the staff he has trained and the fact that he engages in conversation with patrons and makes them feel they are somebody and not just another customer, all helps.

Russell’s knowledge and head for business comes from years of working in the corporate world. Starting out at Red Alert and then moving on after 13 years to work in consulting, Russell already had many years of experience behind him. He then saw a gap in the market and brought a brand new business into the country ~ waterless car washes, a business that he built up to the point where he had 9 operations running nationwide.

New challenges were waiting, however, and when the opportunity came up to buy Mugg & Bean, he sold the car wash business and took a chance on something completely new and different.

Mugg & Bean opened at the Food Court in Vincent Park at the end of 2002 but it wasn’t until June 2004 that Russell took over and re-opened the following month. Given his experience in the marketing and sales world and, quite frankly, the fact that he is one of the most successful entrepreneurs I have ever met, he turned things around fairly quickly and business doubled in just six months. Customers became regulars and business was booming.

A few years later, in 2007, Russell and his wife opened Jemima’s Bunker on Bailie, a beautifully appointed 4-star AA Superior rated Guesthouse, centrally located in the upmarket suburb of Bunkers Hill.  With the hospitality industry in his blood (his father owned a hotel in Kei Mouth), Jemima’s did very well upon opening, and is still an extremely popular accommodation choice. Although Russell has now appointed a management team to run the Guesthouse, he is still very hands-on in the business.

Unfortunately, despite the fact that both Jemima’s and Mugg & Bean were growing immensely, aspects of Russell’s personal life were coming undone and he went through a particularly bad period with things on a bit of a downward spiral.  A radical change was about to happen however, and Russell went from being at a stage where he was quite happy to let things go from bad to worse, to a point where he managed to turn his life around completely. Led to spirituality and God, Russell came out of the darkness and back into the light. Travelling down an entirely new path, he finally realised that he had a purpose in life and that he had been given tools to go out into the world and make a difference. And a difference he has most definitely made, be it through his business or through his involvement  in ministry ~ Russell is regularly invited to preach at various venues around the country, occasions when he is able to share his testimony and help others as he was once helped.

An inspirational man with quite a story, Russell is a real character and can often be found engaging in friendly banter with his customers.  Although Mugg & Bean is pretty much his second home, Russell strives to balance business and his home life; not an easy task with four young children, but he somehow manages to juggle it all and loves nothing more than getting home and playing with the kids, being the best hands-on Dad that he can be.

Recently revamped and upgraded, Mugg & Bean Vincent Park boasts a fresh new ambiance. The excellent meals and top class service remain the same of course, with its famous bottomless coffee, extremely delicious and generous meal portions and friendly assistance and smiles from all the staff. If you haven’t visited lately, I suggest that you do so soon… but if you can’t stay, you can grab a bite from the ‘On the Go’ menu which caters specifically for those on the run. For me, it’s the perfect place to indulge, the yummy treats available are second to none… particularly the ‘I really shouldn’t but oh go on then’ muffins!

Having won accolades and voted the top operation in the Eastern Cape (between Natal and the Western Cape), Mugg & Bean Vincent Park is clearly a favourite and Russell is clearly a man who knows exactly what he’s doing. He modestly tells me that the restaurant’s success is down to his team and staff, that he is just there to monitor and of course, give encouragement. I beg to differ; undoubtedly his staff are phenomenal in running the operation but people are only as good as the leadership provided. On a serious note however, Russell’s humility is something many could learn from and he openly tells me that he gives all glory to God, that he has been blessed beyond words, even during the times when he least thought he deserved to be.

As far as plans for the future go (because we all know that there are further plans being hatched in the mind of the man who never stops!), Russell is looking at their family-owned farm and at the possibility of growing and supplying fresh produce to local restaurants. A wonderful opportunity and one that I can already imagine is going to be very successful.

Seeing the fruits of his labour is something obviously very rewarding, but for Russell, it is more about the challenge, about creating something sustainable, something where he is able to see others develop and grow as a result. A pretty admirable way to live, if you ask me.

So next time you’re at Vincent Park and are feeling either a little peckish or absolutely ravenous, chances are you know exactly where to go. If not, you do now….!