Rush Escape Game: Doubling Business After a Double Lockdown

Since making the switch to Zeller, Decoy Cafe has resolved its biggest frustration. Coffee is a family affair for the Spathis’. Brothers Bill and Chris have been perfecting the art of brewing for more than 30 years, ever since their first summer holiday job working in the family’s coffee lounge. These days, the coffee connoisseurs can be found on Melbourne’s busy Exhibition Street. Every morning, Bill fires up the roaster and Chris gets to work preparing the kitchen for the busy day ahead. The smell of fresh coffee wafts out into the street, welcoming Decoy’s loyal customers in for their morning cup. But Decoy had a persistent problem. Their EFTPOS terminal, provided by one of the big four banks, would frequently drop out during rush hour — forcing them to rely on an I-owe-you honesty system. We sat down with Bill to understand more about the Melbourne coffee scene, what makes Decoy unique, and how Zeller is helping business run as normal. How did you get started in the coffee business? We’ve always been involved in coffee, it’s in our blood. As kids, we didn’t get school holidays. We would jump on a train and head for the city, to dad’s coffee lounge. We’d arrive early in the morning and help dad take orders, serve customers and make coffees. Then, when my brother and I went to Sydney for a period in the early 90s, we continued the family legacy. We established and ran Retro Cafe for about 15 years, which was next door to Sydney’s State Theatre. It became a bit of an institution. We hadn’t started roasting our own coffee yet, though. Eventually, we came back to Melbourne and landed in Flinders Lane. This is when the cafe scene became very competitive — you had to do something different to stand out from the crowd. So, we decided to roast our own coffee. It’s difficult to roast beans in the middle of the CBD, due to council restrictions, so we ended up finding the site at 303 Exhibition Street. We’ve been roasting here for 14 years now. What’s changed in the three decades since? Back in the 70s, people ordered their coffee so hot it was sacrilegious — but that’s the way most people liked it. There was also far less diversity. At one stage, most people were buying coffee from the supermarket. People are more discerning now. Most are buying their coffees from local roasters. Single origins are our specialty, and we do it well. We roast single origins from Colombia, Costa Rica, Brazil, Tanzania, Ethiopia, Rwanda, Kenya, El Salvador, and beyond. All our beans are roasted in small batches, which helps us to make sure every roast highlights the beans’ unique characteristics and gives more consistency within each batch. The cafe industry has changed dramatically from the 70s to now, and it’s still constantly changing. You’ve got to keep up, whether that’s with a new offering like beans, better service, great staff, or new equipment. Last year, we renovated the cafe and installed a Modbar under-counter coffee machine for a streamlined coffee service. We also recently upgraded our EFTPOS terminals to Zeller. What made you decide to switch EFTPOS terminal providers? We were with one of the big four banks, and we were very unhappy with the number of dropouts. Our EFTPOS terminal would stop processing transactions at peak periods. Our upstairs area would be packed with diners eating breakfast, while downstairs would be busy with takeaway coffee orders and there would be a queue out the door. But the terminals would go down, so none of the customers could pay — they’re not carrying cash these days. We’ve built up a strong customer base. About 95% of our customers are regulars. So, when the terminals were down, we’d take a customer's name and they’d come back the next day to pay us. We don’t have any of those issues with Zeller, so I’m happy to say we don’t need to do that anymore. Our terminal has 4G and WiFi. If the 4G network goes down, WiFi takes over — business continues, as normal. "Taking payment from a customer is simple, as it should be." How did the outbreak of the pandemic affect the business? It's been tough, I won't deny it. We have a great product and a loyal customer base and that's allowed us to keep going. The COVID-19 pandemic and lockdowns impacted sales, as we lost all our corporate customers when offices emptied out in Melbourne's CBD. What's kept us going is essential workers and tradespeople from nearby building sites and an increase in the number of  “home barista” customers — people buying their coffee beans from us to make their own coffee, while working from home. Tell us about working with family. We believe that being a family business has helped us succeed and stay resilient even in these challenging times. Chris and l have worked together from the very beginning, starting in our late father’s restaurant as young boys. We work well as a team and I think it’s part of what makes Decoy a success. A lot of cafe owners these days will hire a manager, but we’re owner-operators, and there’s always one of us here. We do that because we really love working with customers. We give 100% when it comes to quality, service and staff. Chris and I share those values. We rely on each other. Decoy Cafe is located at 303 Exhibition Street, in Melbourne's Central Business District. Drop by for your morning coffee, a quick snack, or lunch, or pick up a bag of fresh coffee roasted on-site (also available on the newly-launched Dark Horse Coffee Roasters website).

Smart social media marketing drew a two-hour-long line on opening day. The rest is history. Since Fluent first opened doors in 2020, the streetwear store has become a mecca for sneakerheads. Collectors travel from all over to see the rare sneakers on display, while the feature wall – adorned with the latest Yeezies, Jordans, Nikes, and more – entices passers-by to step inside and grab their first pair of kicks. The strength and size of Fluent's newfound customer base is a testament to the hard work that's gone on behind the scenes. Owners Logan and Esha began working on their business plan just under 18 months ago, while working as cleaners. After finishing the night shift at 8 AM, the couple would jump straight into business planning. Since then, they've juggled the creation of Fluent’s first website, two store openings, and become first-time parents. We spoke to Logan and Esha about sneaker culture, the risk and reward of starting a business, and the benefits of selling in-person versus online. When did your love for sneakers begin? Logan: I’ve always been a fan of basketball, and the culture that comes with it – the style, the fashion. I had a few pairs of basketball shoes as a kid, but they were always hand-me-downs from my older brothers. I never actually got a fresh pair for myself. Then I moved to Australia, started getting my own money, and started collecting. Esha: Then, from 2016 to 2019, we did a bit of traveling in America, Canada, and Europe. In each country that we went to, we made a point to find the best, hidden sneaker stores. It became a passion, and we starting thinking we’d like to create something similar at home – because we believe there’s a market for it. When we returned from our most recent trip, we started listing and selling our own collection of sneakers on Instagram – the sneakers we had collected during our travels. We really, really wanted to hold on to those sneakers, but we thought if want to make something, we’re going to have to sell something. So we made the executive decision, and that's what helped us get where we are today. How did you take your first steps into business ownership? Esha: From April 2019, there was a lot of work going on in the background. It was still a hobby at that stage – it wasn’t making enough to be our main income, but it was always something we wanted to make our focus. Our main job was cleaning, and we did night shifts. After finishing at 8 in the morning, we’d have the whole day spare – which is a lot of time to think about how we’re going to kick this off the ground. So, we went from selling on Instagram to setting up our own website. Logan: We figured it would set us apart from other sneaker sellers on Instagram. If you have an online store, you look more authentic. It was the next step in authenticating our brand. I think we only had 20 people on our site the day it launched, but we thought it was amazing – we had 20 people viewing our store! So that's where we started. What made you decide to take the leap from e-commerce to brick-and-mortar? Esha: I was the one who was more reserved and said we couldn’t open a physical store until we have enough revenue, or we have enough clientele. But then the pandemic began, and commercial tenancies seemed more affordable. We already knew that Perth customers like to see you face-to-face, because Logan was out on the road meeting customers all the time, so we looked at what was in our budget. We worked out how many pairs of shoes we needed to sell to afford it, and went for it. If the worst comes to worst, we thought we could just get rid of the car if we had to! Logan: In person, we can show customers the shoes and they can really understand what they’re buying, which helps grow our online presence as well as in-store traffic. It’s also a way to put a face to the brand, and deepen the connection with customers who have been shopping with us since we started. What are you doing to drive foot traffic to your store? Esha: There's always been a couple of things that we envisioned for the store, the two most important being great lighting and a large wall to showcase our shoes. That was one of the attractions for us when we traveled; every store had this amazing sneaker wall. No matter where we set up shop, we really wanted to try and achieve that. So, we built it. Then we teased the launch on Instagram using the wall, and I think it did help in getting customers here. The day we opened the store, we didn’t even have a chance to look outside. So when we pulled the drop sheet and saw the line, it was a rewarding surprise. We didn't check our clocks until two hours later and the line was still going. It was an amazing turnout. Any store owner’s hope is that people turn up when you’re opening, or launching a new product, or anything like that. Logan: Now, everyone who comes to our store can step back and appreciate the sneaker wall. It’s Instagrammable. Customers come in, take a photo and share it on their stories – which helps us grow. How does selling in-store compare to running an online business? Esha: Most customers that buy from you online already know about your products. They already know the price point and the reasons behind it. A brick-and-mortar shop gives us the opportunity to speak with people who don’t. In-store, we’re able to explain the shoes to the customer, which really helps them understand and become educated about why a sneaker costs what it does, and the culture and history of the community. Mums and Dads for example often don’t understand the sneaker game, or why they can be expensive. But when parents come in-store, we can educate them so hopefully they leave with a bit of appreciation about it. They often leave with a pair for themselves, that matches their kids. The customer experience is one of our core values as a small business. How is Zeller helping you provide a great customer experience? Esha: Our first EFTPOS terminal, from another provider, required us to switch apps every time we processed a transaction. It left room for human error. One of the main things we knew we wanted when the business grew was a sleek, user-friendly terminal we could both use, and give to any employees we hire without having to explain difficult processes. Zeller Terminal is ten times easier to use. Ease of use is critical when you're getting a lot of foot traffic. Logan: We recently went to a sneaker convention and found Zeller Terminal helped create a more trustworthy and friendly payment experience for our customers – which we feel is important, especially when you’re dealing with rare sneakers as they’re at an above-average price point. Some other stores were accepting cash or bank transfers, but we were able to continue to accept transactions at the event using Zeller Terminal, without breaking our workflow. And the battery lasted the whole day, which was great as we had no access to power. Do you have any other plans for 2021? Esha: Fluent already stocks Fluent-branded t-shirts, but we’d like to expand the product line. For that, we need to develop a team, find the right materials, and plan for production. The goal is to have a collection underway by the end of the year. That, and making the in-store customer experience as great as it can be. By sharing your details with us, we may contact you from time to time. 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Meet your newest recruit: a sleek, reliable multitasker that takes payments, processes sales, cuts costs, grows tips, splits bills, and boosts your brand. Once upon a time,  EFTPOS terminals did one thing: accept card payments. In 2024, they have become the beating heart of a business’s finances, incorporating myriad tools and features to help merchants not only deal with the increasing volume of card payments, but also make informed business decisions, deliver premium and branded customer service, and get you paid faster. Zeller Terminal is one such device that’s leading the way in payment technology in Australia. Integrated into Zeller’s financial ecosystem, which offers a  point-of-sale system ,  transaction account  and  savings account ,  debit cards  and  corporate cards , a  contact directory  and  mobile app , Zeller EFTPOS Terminal is a key component of an all-in-one system that gives businesses real-time visibility of their cash position, important sales insights, and near-instant access to their funds. So much more than an EFTPOS machine, Zeller Terminal is a key growth driver for your business, and below, we explain twelve reasons why. Top 12 benefits of Zeller Terminal 1. It saves your business money. Zeller Terminal is yours to own outright for the low cost of $99, or $199 if you choose Zeller Terminal 2, which comes with a built-in point-of-sale system. There are no monthly rental fees, no lock-in contracts, and no hidden costs. Once you start taking payments, you will only ever incur a 1.4% transaction fee for all card types – including AMEX – or 1.7% for over-the-phone transactions. Plus, with Zeller Terminal’s flexible surcharging capability, you can choose to pass on all or part of your merchant fee to the customer. Unlike many merchant services providers which lock you into surcharging for an added fee, Zeller’s zero-cost EFTPOS  option can be turned on, off, or customised at the press of a button. 2. It accepts every payment method. Zeller Terminal gives your customers the option to pay however is most convenient for them. To make payment, a customer can: tap their smartphone, watch, or other  NFC-enabled device  to the terminal tap their contactless debit and credit cards to the terminal insert a chip card into Zeller Terminal and, if needed, securely enter their PIN swipe their card and enter their PIN, or sign directly on the screen (available on Zeller Terminal 1 only) call you and read their card details over the phone 3. It simplifies checkout with a free, built-in point-of-sale system. Traditional point-of-sale software can be costly to growing businesses, which is why Zeller Terminal 2 incorporates a simple POS solution right into the hardware, for free:  Zeller POS Lite . Designed for micro, small, and mobile businesses, this easy-to-use POS solution records sales and delivers a fast and secure customer checkout experience. With Zeller POS Lite, you can: Manage a library of items directly on the terminal or via Zeller Dashboard or App Customise your product offering with modifiers and variants Design your home screen grid to allow quick access to frequently used items Generate itemised receipts which customers can receive via email, SMS, or QR code View detailed sales reports to understand what you are selling and when Create and manage discounts Get set up instantly – Zeller POS Lite comes automatically installed on Zeller Terminal 2 4. It boosts your brand with customisable receipts and screensavers. Zeller ensures your brand is central to the payment process by allowing you to customise both your receipts and your machine’s screensaver. Whether they’re printed or sent digitally as an email or SMS, Zeller receipts can incorporate a custom image at the top of the receipt, as well as business details, social media handles, a brief message or returns policy. Similarly, Zeller Terminal’s large digital screen can be customised with an image of your choice, allowing you to engage your customers with your brand while you scan their items or pull up their order on your point-of-sale. Much more than a simple payment device, Zeller Terminal is an innovative marketing tool that can be leveraged to instil your brand messaging. Customise your Terminal screensaver and your receipt to align with your brand. 5. It splits payments. Gone are the days of making your customers get out their phone calculator to figure out who owes what after a group meal. Zeller Terminal’s  Split Payments  functionality gives customers the option of splitting by custom value or by number of people. Not only is this more convenient for your patrons, but it speeds up the payment process, freeing up the EFTPOS terminal for it to be used by other staff. Additionally, by giving each individual customer the option to pay their share, it gives them all the opportunity to provide a tip. Everyone tips differently, so by giving more power to each customer, it is not only a more democratic process, it's likely to result in cumulatively greater tips for your business. 6. It settles the bill, tableside. Zeller Terminal’s  Pay at Table  feature is revolutionising the dining experience. Where before waitstaff would have to jostle between the diner’s table and the point-of-sale machine to settle a bill, Zeller Terminal now allows you to see total outstanding bills, take payments and close tables — all on one device. Rather than the customer paying at the counter or finalising the bill in the traditional, time-consuming manner, waitstaff can deliver the bill and the mobile payment device, all at the same time. The status of a table is updated in real time and synced across all machines, reducing human error and optimising the whole operation. 7. It makes processing refunds easy. Zeller Terminal supports both complete and partial refunds – and you, as a business owner, have the ability to restrict who can provide a customer with a refund. It’s an added level of protection for your business. Refunding a payment doesn’t cost your business anything; Zeller doesn’t charge any additional fees for refunding a customer. 7. It gives you real-time insights. Track key metrics from your Zeller Terminal in your own Zeller Dashboard or on  Zeller App . By providing powerful real-time data and a searchable transaction history, Zeller equips you with the tools you need to better manage cash flow, identify cost-saving opportunities and sales patterns. With most payment services providers, daily transaction information is unavailable until totals are tallied up at close of business — and important business information can only be found in a monthly merchant services statement. Having the ability to see how your business is performing at a glance enables you to quickly understand your short-term cash flow, progress sales targets to meet (and outperform) business objectives, and ultimately make smarter business decisions. 9. It gets you paid faster with same-day settlements. When you settle your funds into a Zeller Transaction Account, your day’s takings from Zeller Terminal will be deposited into your account the very same night, 365 days a year. If you choose to settle your funds into a third-party bank account, you will receive them the next business day. Speeding up the settlement process means you have access to your funds faster, helping to keep your cash flow healthy, and helping to avoid delays to wage payments or supply orders. 10. It can be controlled remotely. If your business operates across multiple locations, you need an easy way to manage your EFTPOS payment terminals. Every one of your Zeller Terminals can be controlled from your Zeller account, ensuring consistency across your entire operation. Update your staff permissions, enable and disable surcharging, update the information on your receipts, and more from one easy, online location. 11. It increases your tips. Zeller Terminal makes it easy for customers to leave a tip. This is particularly useful for hospitality businesses — you don’t have to enable the feature, but the functionality is there. You can configure your Zeller Terminal to provide a range of tipping options, either prompting a customer to leave a tip calculated on a percentage of their purchase or allowing them to enter a custom amount. This is a proven tactic, designed to grow tips for your business. 12. It reduces paper with digital and QR code receipts. A recent study* revealed that Australia produces 10.6 billion paper receipts annually, but because of their chemical coating, none of them can be recycled. With consumers and businesses becoming increasingly aware of their environmental footprint, many are choosing digital receipts as a convenient and sustainable alternative. Zeller Terminal embraces this step forward by offering customers the choice to have their receipts sent via email or SMS (available on both terminal models), or they can quickly scan a QR code which appears on-screen after the payment has been processed and download their receipt directly to their smartphone (Zeller Terminal 2 only). *‘Life Journey of an Average Receipt’ report, commissioned by Slyp, undertaken by the University of Technology Sydney (UTS). Plus protection for your business. Zeller uses end-to-end encryption and industry best practices to protect transactions from the time they are taken at the terminal to the time your money is received. Whether you choose to use an open or secured Wi-Fi connection or a mobile broadband-based connection, all the information Zeller processes is encrypted to our servers. Our team adheres to industry best practices in cybersecurity and threat management, constantly monitoring transactions for suspicious activity and blocking fraudulent transactions. When payment disputes occur, our team of experts deals with the bank for you, helping you avoid costly chargebacks. We’re always looking ahead. Our team of developers are hard at work, continuously building new functionality to give your business an edge. That's why, when you sign up for Zeller, there are no lock-in contracts or commitments. We know you’ll love our solution enough to never want to leave. Learn more about how  Zeller Terminal  can help your business grow by accepting every card payment, quickly and securely, for one low rate. By sharing your details with us, we may contact you from time to time. We promise we won’t bug you — and you can unsubscribe from communications at any time.