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Coffee express started as a very small cafe; shop with only 6 tables however in the past 4 years it has made a huge progress. Coffee express started on the 1st of February 2013. It is located at Sylvia Park, Mount Wellington, and Auckland. We started with only 4staffs. Our main focus on was takeaway coffees and fresh and toasted sandwiches only. Our signature sandwiches such as classic clubhouse sandwich, choice of fish, chicken, vegetarian, grilled chicken sandwich, and grilled fish fillet sandwich.Our authentic sandwiches became very popular and famous among the kiwis. Its freshness and crunchiness were enjoyed by all. Due to our sandwich’s, customers started to spend more on coffees. From takeaway coffees, it soon started with have it in coffees. Coffee express became more hectic and demanding and was a challenge to keep up with only 6tables in the shop. After a year of huge progress, I decided to invest in the shop, extending the whole area and adding 10 tables which meant more staff as well. The whole expansion became a huge challenge for me. For the new success we considered ourselves a learning business that is growing which responds to changing customers, employees, and system. New rules, procedures, mission, and vision statement of the cafe was initiated.
As a sole trader it is totally my duty and responsibility to run my own coffee express. These duties involve acting as an owner, stock controller, floor manager, and food service manager as well. Maintaining and controlling a constructive work environment by planning, direct, coordinate and check all accounts of the café. The vision statement of the cafe; is to spread the spirit of rock ‘n roll by creating genuine experiences and delivering kiss ass service that rock your world. The value statement of the café is to commit on ensuring a long term success by ensuring a family fun and nurturing work environment. Moreover, in order for my team to understand visions and values, they need to have a genuine interest in serving customers. For them to have these certain interest they must acquire hospitality qualification and trade. For a long term success of the café, my team must obtain that authentic rock and roll experience that customers would be attracted to come back for.
Furthermore, I know that my team have understood the visions and value for the cafe; because I have now managed to expand the entire café to 10 serving tables now. The success of the café speaks for itself and i am assured that the authentic genuine are given to customers as they come again for the same vibe. The café is generally a busy place from morning till lunch time. As a sole trader 2 behavioral expectation observed were autocratic and laissez fair. When coffee express was setup I opted on practicing autocratic leadership which had worked out quite well enough for me in the past 4years of my business. Having to hold the ultimate power as the owner and taking no account for others opinion has molded me and my business thriving. Being able to have individual control over all decisions has helped me achieve all my goals and objectives in these years. My own ideas and judgments have been accepted by my followers and have resulted in a huge success.
My goal was always to expand my business and through autocratic leadership I have managed to accomplish it. For example, when it came to making of sandwiches or coffee, first in first out strategy was imposed and was being followed by my staff. I.e. whoever orders and pays first shall be served first. All customers were given equal priority. For the existing accomplishments, this strategy seemed glowing. Customer satisfaction developed and client’s expectation boomed. Having to perform so many responsibilities, I happened to acquire laissez fair qualities as well. Usually I delegate my responsibilities to staff. I.e. asking them for their corporation in getting work finished or sometimes even to update register files and all. It was not possible to do all work by myself with such a hectic environment. For example, at the end of each month I used to assign two staff for stock take. They would count and record the stocks available in the shop and report back to me. I would then record it in a computer data system and order stocks that are needed as soon as possible. Without my two staff I would not have been able to complete this task. As a leader being able to show laissez fair qualities makes a team stronger and brings in unity.
Moving on, as a sole trader it is totally my duty and responsibility to run my own coffee express. These duties involve acting as an owner, stock controller, floor manager, and food service manager as well. Maintaining and controlling a constructive work environment by planning, direct, coordinate and check all accounts of the cafe. Influencing and keeping staff motivated at all times when it comes to interacting customers. At the café we always try our best to meet the customer expectation and ensure that we commit on ensuring a long term success. This can only be achieved when we put our customers first regardless of whatever issues that need attention. I look after customer complaints or dissatisfaction if there are any. I always explain and apologize to my customers. On behalf of my staffs if they have made a mistake or even when I know that customers are wrong at times but we don’t argue with them. At the back of my mind I know that my customers are always right. To amend this feedbacks are always taken from them to improve in our service and also we also give few items
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