Great coffee with a great smile

Every day that Mackay Lava Coffee franchisee Angela Dela Cruz works in her busy coffee business, she brings joy to her customers.

“I get a lot of satisfaction when they drink our coffee,” she says, smiling. What’s more her customers keep coming back for more excellent coffee and broad smiles from Angela, and her staff.

Angela bought her Lava Coffee franchise in 2011 after working in one of the franchise locations.

Support is just a phone call away

“While I didn’t have any experience in business as such, I knew how to operate the shop. I learned aspects of the business over time, from day-to-day operations to managing the finances.

“And the beauty of the franchise is that if things come unstuck, there’s always help at hand, usually a phone call away.”

One aspect of running the business she didn’t need any qualifications for was customer service. A natural networker, Angela communicates confidently with her customers.

Customer focused and brand loyal

“Talking to customers is crucial for my business. I can’t afford to be moody and nor am I when I go to work as I’m passionate about the coffee I serve and how it is served.

“Which probably explains why the people at Lava Coffee are keen to have franchisees who are champions of their brand, loyal to their customers as they are to the product, the systems and processes.”

A simple effective business model

According to Angela, Lava Coffee’s system is simple and straight forward.

“All the background work has been done for you. While there are still challenges to running the business (she’s a hands-on owner who spends much of her time on the business), I’m reassured that I’m operating with a proven system that hasn’t failed me yet in five years!”

And while competition in her region is growing, she’s confident that she can continue to grow and prosper.

Customers just keep coming back

“Having an excellent product is important especially as so many people can distinguish between a good cup of coffee and a great one!

“Having a reliable and effective system in place relieves any potential business headaches.

“But overwhelmingly, I’ve found something I truly love to do. There really is nothing better than people telling you your coffee’s great, your smile’s infectious and your business is one they just want to keep coming back to!”