Creating coffee, consistency, and connection with Piazza D’Oro

One café owner reveals his unique recipe for success and how a coffee partnership helps bring it to life.

Those who’ve visited Coffee Ministry venues in Armadale, Caulfield North, or Malvern East will know it’s all about consistency, both in customer service and the coffee served. Owner Saki Samarathunga’s likely to remember a customer’s order, name, and probably even their kids’ names – because to him, each customer is more than just a transaction.

With a wealth of hospitality expertise under his belt after 12 years working his way up the chain of command in the field, Saki has taken note of best practice and now his venues are known for high-quality customer service and coffee.

He’s learnt that people love being treated as individuals and the reason they return to Coffee Ministry is because of the added flare they can’t find anywhere else.

“We’ve built a reputation for being consistent and caring about the little things,” he says.

However, Saki says he wasn’t always a memory savant. 

“In the early days, we didn’t focus on personal connections. You’d just take the order and hand over the coffee, without really getting to know the customer. I worked in fast-paced environments, so it was all about efficiency,” he says.

“It wasn’t until we started taking names that things really shifted for us – remembering names just clicks. It’s something that sticks with me, and it’s made a real difference in building those personal connections with customers.”

Saki, much like Coffee Ministry’s loyal customers who rely on it as their go-to coffee spot, values reliability and depends on Piazza D’Oro to supply the cafés with premium beans.

He believes the perfect coffee should be full-bodied with good depth of flavour, but above all, all cups should be alike in quality. And Piazza D’Oro craft the ideal blend for the discerning palate of his Melburnian clientele.

“Not everyone wants it super strong, but generally they like a coffee that has depth, good flavour, and isn’t too milky. If you go to other cities or countries, sometimes the coffee feels overly milky or diluted, but in Melbourne people are used to a more robust coffee experience. They want to feel the coffee in their cup,” he says.

“And when it comes to coffee, Melbourne is on a whole different level. It’s a place where people are always pushing the boundaries and improving the way coffee is made. The competition here is fierce, with each café constantly striving to do better.”

Saki says Coffee Ministry delivers high-quality, flavourful, and balanced coffee that pushes boundaries thanks to Piazza D’Oro’s Mezzo blend.

“Piazza D’Oro has been a huge part of what makes our business run smoothly and the coffee they provide is always reliable – I can count on it every time,” he says.

Beyond the blend, Saki explains that no matter the setback he encounters, he can always reach out to his sales representatives, Eleni and Paul, and the issue is addressed immediately.

“Often with suppliers you have to escalate issues to a manager or general manager, but with Piazza D’Oro it’s much simpler. The salesperson takes care of it and it’s sorted quickly,” says Saki.

“Consistency is one of their strengths, and that’s a big part of why we’re able to serve quality coffee day in, day out.”

Saki says this level of service is especially important in Melbourne, as he understands that Melburnians can’t start their day without a cup of coffee. It’s more than just a habit – it’s woven into the very fabric of the city’s lifestyle.

And, because of the fast-paced lifestyle Melburnians are accustomed to, Coffee Ministry has opted to open 365-days a year with no exceptions.

“We focus on reliability and speed. Melburnians are always on the go, so we’ve designed our service to be fast and efficient,” says Saki.

“All my locations are strategically placed in areas where people are in a hurry. Our Caulfield North café is right across from a park and tram stops, Armadale is directly in front of a train station, and the Malvern East location is also near a train station. People passing by are often in a rush, so we make sure our service matches that need.”

However, Saki says scaling is no easy feat. But, backed by a solid team both internally and externally, it has been a resounding success.

“Piazza D’Oro has helped me with marketing materials, like cups, bags, and other promotional items. Whenever I need something a little different – whether it’s umbrellas, barriers, or anything else, they’re always ready to assist,” says Saki.

“There’s never a ‘no’ or ‘we can’t do that’ from them. Instead, they always say, ‘Let’s work together and figure out how we can make this happen’.”

Saki says without the talented and dedicated team he has built over the years, managing several locations would not have been possible.

“Scaling was definitely one of the hardest challenges I’ve faced, and the key to overcoming this was training my team, especially my managers. You can’t be everywhere at once, so you have to rely on your people,” he says.

“I took it upon myself to train them personally, passing on my knowledge, my approach, and my mindset. Once I had the right people in place, I could trust them to manage the locations and uphold the standards I set. I wouldn’t have been able to scale without this team.”

By surrounding himself with the right people, Saki is able to maintain his commitment to quality over quantity: he’s not concerned with how little milk or coffee is wasted to ensure they’re serving a great cup.

“If anyone on my team feels that a coffee isn’t up to standard before serving it, I always tell them to throw it away. I’d rather waste a little than serve something subpar,” he says.

“Ultimately, it’s not just about the coffee – it’s about looking after people and building a sense of community where customers know they’re more than just a transaction.” 

For more information, visit piazzadoro.com.au