Cafe Marla march towards its first year
Aug 5, 2017
A milestone is set to take place as Café Marla marches its first year of operations. They will be housed on its new location which is two blocks away from its present site.
Responding to our interview, Marla David, founder and namesake of Café Marla prides its being able to develop a niche market. “Café Marla customers are distinctively unique. There is this sensitiveness among them behaving in a manner of respecting other customers. Take note, this comes in naturally. I must say that Café Marla customers behave adaptively on its being classy and cozy. Why would it not when it is a personal pick to provide physical comfort of a coffeehouse,’ Marla quips.
“Modesty aside, being called as a coffeehouse or a coffee shop is an understatement. Why? Because we provide more than that. We may be pocket in size but our way of servicing our clients is out-of-pocket.”
When asked what she meant by out-of-pocket, Marla asserts, “I mean ‘out-of-pocket’ because we do not care at all if in servicing our clients would mean beyond what is ordinarily offered over the counter. We make sure that we do not short-change our customers.”
Would you consider that your one year operations is a good operations?
“Good in a sense that we were able to expensively test the market. We were in a sense on an ‘on the job training’ as we were in the process of perfecting our craft.”
“It is on this process that we were able to craft our core values: ‘GSM’; ‘G’ for great food and beverage, must, it is a must that food is tasty and appealing; ‘S” for sensitive service by being attentive and caring; and ‘M’ for money’s worth, food and beverage comes in in package. There are a lot of ‘unli’s’ every corner, but have you ever encountered an unlimited frappe? Unlimited in a sense that quality, taste and service are remained uncompromised? That’s Café Marla.”
It is noticeable that Café Marla customers are ‘at home’ whenever they are around. How did you make them feel ‘at home’?
“That’s a great observation. Isn’t it that calling a person by name is a music to an ear? That is our sincere approach. We make it a point that we know our customers by name, we call them by name and we call them with smiling eyes and with warm welcome. And you know what kind of feeling they have developed with this sincere greeting? They started to feel the sense of belongingness – that they are a part of Café Marla. In a corporate setting, they have become stakeholders of Café Marla.”
Where did you learn all these specifically your being a customer service connoisseur?
“Obviously with my weight and appetite of course (Marla shares a big laugh with the author), I have come across places, crossed roads with different nationalities, government service, private sectors, banking and everyday dealing, you simply have to exercise the value of altruism – be selfless. If you need to commend somebody for doing a great job, a tap on the shoulder boosts someone’s morale. If you need to call the attention due to quite undesirable service, call their attention by translating your delivery into ‘a call to improve’ rather than ‘a call to malign’. This is my only basis in the kind of service we implement in Café Marla. That is why I called it, ‘customer-centricity’.
“Did you know that there are restaurants that provide not so appetizing food but have admirable service? That makes me coming back – their kind of service.
How do you want to be known in terms of customer servicing?
“It may be too ambitious to state but since you asked, I want to become the epitome of customer service to dining public.”
Lastly, what would you advise readers of this article in the field you are into?
“Do not compromise. Stick to excellence. Never get tired of finding methods to improve your craft. Be sensitive. Most of all, be sincere – at all times.”
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