Local small business owner Katie Blewitt has always had strong opinions on cafes and how they should be run.
"I was always the person who'd go to coffee shops and I used to criticise some of them and say what I'd do if I ever owned my own coffee shop," she laughed.
In May 2008, she decided to put her money where her mouth was and open ktbee's kitchen at the base of Yass Road, next door to Spotlight and Supercheap Auto.
It was something of a leap of faith, she recalls. With no cafe experience and having stumbled upon the location of her new business by accident, she couldn't say with any confidence whether customers would find her.
But five years later, ktbee's kitchen has won the inaugural Customer Service Award at this year's Queanbeyan Business Excellence Awards, voted for by members of the community.
"I was overwhelmed," she said. "I thought we had a bit of a chance, but I wasn't prepared for it when they announced the winner."
"I was just so excited, because I know all those people who filled out entry forms by name. It was very flattering.
"I talk for a living, but I couldn't say a word when we won," she said.
The cafe initially started out with just one senior employee and two junior part-timers, and now employs four full-time, four part-time and 10 junior staff. It offers a mix of breakfast, lunch, and morning and afternoon fare and quality coffee: everything from sandwiches, melts and quiches, to burgers, to homemade cakes and scones.
But while Ms Blewitt acknowledged good food and fresh ingredients are important to her, it's customer service where she feels she's carved her niche.
"People forget that I'm a consumer as well, and the lack of customer service in society these days really appals me," she said.
"You can't underestimate the power of people. They can either make or break a business, so you need to look after them."
And customers returned the favour at this year's Business Excellence Awards, awarding ktbee's kitchen over 300 of the more than 1200 votes lodged in the category.
It's not a bad return after only a short time in the industry, and Ms Blewitt said she's enjoyed the challenge of establishing the business.
"We just tried to cater for everyone and hoped people would come. We didn't know where they were coming from, but it's been great," she said.
"I love what I do."