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The Business Of Better Coffee
With Coffee Service Packaging
You might say Tien Norman was naturally destined for her career – it’s even in her name.
“My name is Tien,” she laughs, “pronounced like ‘tee-in’ – tea ‘n coffee.”
Whether fate had a hand in it or not, the Managing Director of Coffee Service Packaging has certainly found her place, in an industry driven by taste, innovation and most importantly, people.
A mum to one daughter and two step-daughters, Tien took what she describes as the “big leap” into business ownership guided by a passion for problem-solving and making life easier for others.
Her days involve customer meetings, coffee tastings, relationship building, bookwork, quoting and refining business processes – all of which are part of the blend in her day-to-day role.
“I’m involved in a little bit of everything,” she says, always looking for ways to improve both her own business and those of her customers.
More than just supplying coffee, machines and packaging, Coffee Service Packaging recognises a gap in an industry where customer service can sometimes take a back seat to sales volume.
When a café’s coffee machine breaks down, the consequences can be immediate.
“They are left with a café without coffee, which is their bread and butter,” Tien explains.
“We are able to quickly respond to breakdowns, supply replacement machines or repair them quickly onsite.”
“When I was looking at purchasing a business, I really wanted something that suited my skill set, as well as something that I was passionate about.
“Now that I am getting to know everyone, it really has shown me that it is a community of like-minded people, and it’s about the customer service 100%.”
This people-centred perspective extends to her leadership style too.
“Leadership isn’t really about being the boss,” she says. “It’s about providing a fun atmosphere, your staff feeling supported and making sure everyone has the same goals.”
Tien believes kindness, communication and responsiveness are not revolutionary business concepts, but they can make a remarkable difference.
Business ownership has also taught her that confidence does not mean having every answer. Balancing work and home life remains one of her greatest challenges.
“It’s like having a newborn baby,” she says. “You constantly question every decision and just have to trust that you are doing the right thing.”
Fortunately, she has not navigated the journey alone, crediting her employees, suppliers, friends and family for their immense support.
Looking ahead, Tien hopes Coffee Service Packaging will become an even greater part of the local business community, supporting cafés and helping reshape the way people think about a coffee supplier.
There is also something fresh brewing, with the business currently developing a new look for its coffee brand, Caffenation.
For Tien, being a Change Maker does not require changing the world overnight. Sometimes, she says, it simply starts with seeing a problem and asking: “How can I make this better?”
If there’s one thing Tien is passion about in business, it’s showing up, solving problems and making sure nobody is left without their morning coffee!
What advice would you give to your younger self?
‘Go for the opportunity, take chances, work hard, be confident and just be a good person.’
