Nampa barista steals the show on 'Undercover Boss'

Idaho StatesmanNovember 16, 2013 

Banesa Ybarguen

A barista at a Nampa Dutch Bros. store made such a deep impression on the Oregon company's president that he gave her $50,000 to start a community garden.

Banesa Ybarguen was one of the company's employees featured on Friday's episode of the CBS reality show "Undercover Boss." Co-founder Travis Boersma posed as a restaurant consultant in order to secretly spy on his employees.

Ybarguen, 28, showed Boersma how to greet customers and keep the lines of cars moving at the store at 345 Caldwell Boulevard.

"Our customers are No. 1," Ybarguen told Boersma as she helped a customer. "You can see I'm greeting everyone. We're creating a relationship with them. That's what it is about."

Boersma said the Nampa store, which opened in August 2012, "cranks out 4,000" drinks a day and often has lines eight deep on both sides. Owned by Andrew and Shayna Randall, the store might become the chain's busiest store by the end of the year, Boersma said.

"Nampa is just screaming," he said. "The commitment to the customer experience is through the roof."

He seemed surprised when a woman brought a pan of fruit cobbler and gave it to the shop employees.

"It's more than the coffee," Boersma said. "They're here for the people."

Nampa resident Kimberly Johnson said she can buy coffee and other drinks at many stores and drive-ins but chooses Dutch Bros.

"I love Dutch Bros. No. 1 for the customer service. No. 2 for the product," Johnson said. "They talk to you like you're family."

Johnson was told they were shooting a documentary when she pulled into the Nampa store over the summer. She was the first customer shown during the segment that featured Ybarguen. Although Ybarguen knew she wanted a Carmelizer, her regular drink with espresso, caramel sauce and chocolate milk, Johnson had to say it out loud for the cameras.

Johnson pulled in on Saturday and rather than talking about herself, Ybarguen asked her customer if she had seen herself on TV. Johnson hadn't viewed the show yet but plans to watch it with her mom over the weekend.

"That's just the way (Ybarguen) is. She never talks about herself," Johnson said. "She's always friendly and just smiles from ear to ear."

During their time together, Ybarguen told Boersma how she wanted to help feed those in need.

"My goal is to have a community garden to help feed the community," she said.

Boersma and his brother Dane created Dutch Bros. in 1992 in Grants Pass, Ore. They were third-generation dairy farmers of Dutch descent looking for a way to branch out from uncertainty in the dairy industry.

The company now has more than 200 stores and more than 2,000 employees in seven mostly western states.

Dane Boersma died in 2009.

"Banesa is one of those people who fits Dutch Bros. culture really well. She has everything in her heart and in her mind and her soul to defy the odds to be a force for good, without a doubt," Boersma said, speaking to the camera and wiping his eyes while in Nampa.

When Boersma revealed his true identity after summoning Ybarguen and the other workers featured in the show to Grants Pass, he told her she reminded him of his brother. He said her dream of starting a community garden led him to create the Love Abounds Foundation, which will provide money for causes the company's baristas believe in.

Boersma gave Ybarguen an additional $10,000 for herself and her two children.

"I'm just amazed and blessed. I'm so lucky," she said. "I'm excited for my future. I'm excited to go home and be able to put forward my plans.

Business was booming on Saturday at the Nampa store. Many customers commented on the show and were happy the Nampa store was shown, said a clerk who identified herself as Jackie.

"It makes me very proud to work for this company," she said. "The goal is to make all of our customers feel special."

The full episode can be viewed here.

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