How Papa Palheta delivers happiness
The iconic façade of Pulp; the café will celebrate its fifth anniversary next month — Pictures by CK Lim and Kenny Mah
This is something that owner Marcus Foo understands very well. He says, “The first impression is a huge part of how our customers perceive us and experience the Papa Palheta brand.” It is an opportunity to tell their story to a new audience. Their existing audience, however, already recognises the brand for well-honed cues: great coffee sourced based on the principles of transparency and traceability, millennial-centric design and remarkable customer service.
Clearly education is key here. One thing I’ve noticed at Pulp is how every staff is more than ready to explain any aspect of what they do — be it calibrating the espresso machine or how the drainage for the rotating bars works. In Singapore, there is a trend of hiring of various nationalities necessitated by the labour situation on the small island.
This will be the company’s strategy for creating a sense of ownership. Foo says, “Leon calls this ‘Papa Palheta’s love letter to our employees.’ It’s our way of giving back to our employees and showing them we’ve been listening and understand their needs. It just takes time to do it properly.”
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