This removes the customer service aspect and becomes a different animal for us in terms of challenges.įromm: I'd like to understand how the role your brand plays has changed with your consumer? That created a very convenient, easy way for people to continue ordering coffee but creating a safer environment for our employees and for themselves, by just making it a bit more seamless. It was something we had been working on and did not envision launching until 2021, but lucky for us, we were in development on it so we were able to roll that out with all the new locations reopening amidst the pandemic. So we quickly launched an app version in April 2020. On the flip side, people that like to go to the cafes, obviously weren’t able to enter the cafe and order. Postmates was a great way to sort of the jump on that. They didn't want to leave the house, but they still wanted their coffee. Trusted brands, like Alfred, that they had ordered from or had always been thinking about ordering from, were easy for them to shift to. When the pandemic hit, people's reliance on delivery apps, like Postmates went through the roof. But, that relationship really worked out for us over the years and we relied on it as a small steady source of income. We have been an exclusive partner of Postmates, which in the beginning was a bit of a crazy idea that people would order something on a delivery app and pay fees that were sometimes 20- 30% of the cost of the actual product they were ordering. Zad: For people who wanted to continue getting coffee at our cafes, two things really unfolded, the simplest one for us was to build the reliance on Postmates.
Fromm: How have things played out for you?
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