A Mortdale bakery that implemented online ordering during the pandemic has seen revenues grow by 50% over two years, demonstrating how small food businesses can successfully adapt to changing consumer habits.

Sweet Rise Bakery, a family operation that has served the community for 25 years, was forced to innovate when lockdowns threatened their traditional walk-in trade. The online system they built out of necessity has become a permanent feature driving growth.

“We never would have done this if COVID hadn’t forced us,” admitted owner Michael Tran. “Now I can’t imagine running the business without it.”

The Pandemic Pivot

When restrictions first hit in 2020, Sweet Rise faced an immediate crisis. Their business model depended entirely on customers walking past, smelling fresh bread, and coming in.

“Week one of lockdowns, our revenue dropped 70%,” Tran recalled. “We had stock we couldn’t sell, staff we couldn’t pay, and no idea what to do.”

His daughter Sophie, then a university student, suggested online ordering with scheduled pickup. Within two weeks, they had a basic system running. Customers could order by 8pm for collection the next morning.

Evolution and Growth

What started as survival has evolved into a competitive advantage. The current system offers:

• Full menu available for online ordering
• Choice of pickup times throughout the day
• Advance ordering up to one week ahead
• Custom cake and catering orders
• Subscription options for regular bread orders

“The subscriptions surprised us,” Tran said. “People pay monthly to receive a sourdough loaf every Saturday. We have guaranteed income, they have guaranteed bread. Everyone wins.”

Revenue has grown 50% compared to pre-pandemic levels, despite foot traffic only recently returning to normal. The difference comes from customers who now order online instead of walk-in purchases, plus entirely new customers who discovered the bakery through digital channels.

Operational Changes

Online ordering has changed how the bakery operates. Production now begins earlier, based on confirmed orders rather than estimated demand. Waste has decreased significantly.

“Before, we’d bake 100 loaves hoping to sell them all,” explained Tran. “Now we know by close of business how many we need for tomorrow. We still bake extra for walk-ins, but less goes in the bin.”

Staff schedules have also adapted. Morning shifts focus on fulfilling online orders, with afternoon staff handling walk-in customers and next-day preparation.

Customer Habits

Regular customers have enthusiastically adopted online ordering. Many cite convenience, particularly for birthday cakes and special occasion orders that previously required phone calls and potential miscommunication.

“I used to have anxiety ordering birthday cakes,” said Oatley resident Amanda Chen. “Calling, describing what I wanted, hoping they understood. Now I order online, see exactly what I’m getting, and it’s ready when I arrive.”

Walk-in customers haven’t disappeared. The bakery still does strong walk-in trade, particularly on weekends when people want to browse and choose.

Lessons for Other Businesses

Tran offered advice for other local food businesses considering similar systems:

1. Start simple and add features based on actual demand
2. Keep the ordering process minimal; don’t ask for unnecessary information
3. Be realistic about what you can handle; better to under-promise
4. Communicate clearly about pickup times and procedures
5. Train all staff on the system, not just young people

“Technology isn’t scary,” he concluded. “If my 60-year-old self can figure this out, anyone can. You just need to start.”