A Cut Above The Rest: How Woolcott St Sews Up Success

When Tiffy Sze opened Goldilocks Rooftop Bar in 2012, she never imagined that, within a decade, she'd have multiple hospitality venues to her name. Now, Tiffy Group comprises four thriving venues in Melbourne – Goldilocks , Hunter and Hound , Mirror Mirror and Little Red's – with plans for more on the horizon. Scaling from one bar to four was always going to have its challenges, and while expanding, it became clear to Tiffy that a consolidated business structure was needed as day-to-day operations had simply become too much for one person. "In the beginning, I handled everything myself. But after starting a family, I knew I couldn't be everywhere at once,” says Tiffy. With multiple venues to oversee, Tiffy needed a centralised team as well as a financial and payments solution that could keep pace. That’s where Zeller’s new multi-entity dashboard came in. It gives Tiffy and her finance team a single login to view all transactions, payments and settlements across every venue. They can see how the group is performing as a whole in real-time, compare venues at a glance, and drill down into the detail at a site or even terminal level. “I set up Tiffy Group as a head office, with dedicated roles for operations, marketing, functions, and accounts. Having well defined roles and a clear hierarchy has helped streamline the business and let me balance work with family. On top of this, Zeller has changed the way we manage our finances and operational processes, making them faster and more accurate. It’s genuinely made my life easier.” Cheers to a culture that lasts. With hospitality notorious for high staff turnover, Tiffy has prioritised building a supportive workplace culture across her venues. "Happy staff means happy customers. I've always prioritised a friendly, supportive environment where everyone feels valued," she says. "I like to do fun things to keep the team happy and engaged. For example, last year, we took the team to the hot springs in Daylesford for a weekend away, and at night we took over the hotel and played a large-scale murder mystery game in the dark. Fun things like that help keep morale and retention high." Tiffy believes a positive workplace directly translates to better customer experiences. "People’s energy affects those around them. If staff aren't happy, customers can tell. We make sure staff feel appreciated and offer plenty of growth opportunities, like training and career development whenever we can." Before Zeller: manual reconciliation headaches. Before Zeller, Tiffy's team juggled multiple disconnected systems to reconcile the financials of each venue. "Our bookkeeper had to manually match EFTPOS dockets with POS reports and bank statements every single day. It was slow and tedious, especially across multiple venues," says Tiffy. "Every venue needed to print out dockets, and the bookkeeper had to cross-check everything individually. We tried different EFTPOS providers and systems, but none integrated well with our Impos POS. There were always discrepancies and tech issues, leading to constant frustration." Tiffy recounts incidents when poor integration created operational chaos: "Some providers promised smooth integration, but it was always a nightmare. Systems went down, tills didn't match, and the kitchen would lose orders. It became obvious that we needed a more reliable solution." Switching to Zeller for streamlined multi-venue management. After switching to Zeller, Tiffy immediately saw improvements thanks to its seamless integration with Impos and user-friendly multi-entity dashboard. "Zeller syncs directly with Impos, so transactions match perfectly. It has dramatically cut down errors and removed the daily paperwork headache. Now my bookkeeper and operations manager can log in from the office and quickly see each venue’s finances in one place. No more shuffling through dockets," Tiffy explains. "It's also much easier for me, because I don't have to be the middle person between the venues and our finance team. Everyone can access the information they need directly." "Before, we had to physically collect dockets from each venue, but now we can handle everything remotely. It’s not just easier, it’s faster and much more reliable. If there's ever an issue, we can spot it instantly in the Zeller Dashboard and resolve it quickly." When asked if she'd recommend Zeller, Tiffy doesn't hesitate. "Absolutely. To anyone running multiple venues at once, I’d say this: Zeller simplified life for me dramatically, I’m confident it will for you too. Everything’s streamlined, accurate, and easy – it's an absolute no-brainer.” Saving time – and wages – with Zeller Dashboard. Reducing reconciliation time has significantly impacted the bottom line for Tiffy Group. "Zeller has genuinely saved us time, and in hospitality, saving time means saving wages. With less manual reconciliation needed, our bookkeeper can handle things much faster, saving money across the business," she adds. "It has freed up resources we can reinvest elsewhere." Rising costs, rising standards. Like most operators, Tiffy has had to navigate a tougher economic climate over the past couple of years, and she’s noticed its impact on customer behaviour. "With rising interest rates and economic pressures, customers have been more cautious with their spending. It’s definitely been tougher, but we're still performing well because we're not overly expensive. Even if people cut back, they still want a good night out every now and then, and we're there to make those nights memorable." Instead of seeing the current sluggish consumer spending as a bad thing, Tiffy sees the market pressures as an overall positive force, driving the quality of Melbourne’s hospitality industry up. "These challenging times mean only the best survive. Venues need to offer top-tier experiences to attract customers, and that pushes everyone to improve. We're constantly refining our offerings, service, and value to ensure we stay competitive." Sky’s the limit for future growth. Looking ahead, Tiffy Group is continuing to expand. "We've got exciting plans – a new rooftop bar and nightclub here in Melbourne is currently awaiting council approval. We’re extending an existing building to add two new levels, so there's plenty to keep us busy!" With a strong team in place and efficient tools like Zeller Terminal and Zeller Dashboard supporting the group's growth, Tiffy Group is well-positioned to continue thriving in Melbourne's vibrant hospitality scene. Cheers to that.

Ocean Grove’s Ian Pattison Jewellers has been a fixture on the Bellarine Peninsula for nearly five decades. This family-owned fine jewellery store, founded by master jeweller Ian Pattison, built its reputation through quality craftsmanship and personalised service. In the on-site workshop, experienced jewellers (including a certified gemmologist and diamond specialist) handcraft custom pieces with precision.  The result is a unique collection of bespoke designs and one-off pieces sourced from around the world, ensuring diversity and the highest quality. Over the years, this close-knit team has fostered strong relationships with loyal local customers and visitors from afar, becoming a trusted part of the Ocean Grove community. In an industry where purchases often mark special moments, the team knows that trust and impeccable service are as precious as the gemstones they sell. Cutting away hefty fees and clunky hardware. Even a longstanding business must evolve with the times. For Ian Pattison Jewellers, the tipping point came when mounting merchant fees and costly EFTPOS terminal rental fees started eating into the bottom line. “The main decision to join Zeller came from high merchant fees and terminal rental costs,” explains Adele Pattison, Manager at Ian Pattison Jewellers. Their previous payments provider (one of the big banks) charged steep per-transaction rates plus monthly hardware rental, a common scenario that was unsustainable for the family-run retailer.  Zeller offered a lower flat transaction rate and no monthly terminal fees, a welcome change from the old bank’s charges. By purchasing their own Zeller Terminal outright, the business eliminated recurring rental costs, immediately reducing their overheads. In short, cutting fees didn’t mean cutting corners, it meant freeing up resources to reinvest in the service and quality Ian Pattison Jewellers is known for. Flawless payments: streamlined, swift, and secure. Beyond the cost savings, Zeller proved to be a perfect fit for this fine-jewellery business’s aesthetic and values. The modern Zeller Terminal is minimalist and paperless, which means it complements the elegant showroom rather than cluttering it. “Zeller has a streamlined appearance that complements our store at the point-of-sale counter,” Adele explains. Equally important, Zeller aligns with the jeweller’s strict security and confidentiality standards. Handling high-value pieces and intimate customer purchases, the business prioritises discretion with every transaction. “We pride ourselves on confidentiality and security as a manufacturing jeweller,” Adele notes. With Zeller, every card payment is encrypted and securely processed, giving both staff and clients peace of mind. After all, buying an engagement ring or thoughtful gift should feel special, not marred by clunky card machines or privacy concerns. A paperless approach: the gold standard in modern payments. In day-to-day operations, switching to Zeller has simplified life behind the counter. The team opted for Zeller’s paperless terminal, removing the hassle of constantly restocking receipt rolls. “We opted for the paperless terminal, eliminating the admin of supplying receipt rolls,” Adele explains, noting that they can still print a hardcopy receipt via their POS system if a customer really needs it. In practice, very few do. “A majority of customers are very receptive to receiving receipts via text or email,” which was a service their previous bank’s system didn’t offer. Checkout options that are brilliantly convenient. Perhaps the biggest wins have been in customer convenience. Ocean Grove is a popular coastal town, drawing many tourists and seasonal visitors. These customers often prefer cashless, flexible payment options – and Zeller delivers. “Being located in a coastal town we have many visitors during seasonal periods. The convenience of customers making payments via phone or the secure link enables them to pay at their convenience and not just in store,” Adele notes.  For those physically in the shop, the checkout experience is just as seamless. Shoppers can tap-and-pay with their phones or watches (thanks to Zeller’s support for Apple Pay, Google Pay and other mobile wallets) without a hitch. There’s no need for messy paper receipts either – a digital receipt arrives in their inbox before they’ve even stepped out the door. It’s the ideal blend of old-school service with new-school tech: customers get personal attention, as well as the speed and convenience of cutting-edge payment tech. Real-time insights offer perfect clarity. Another benefit Ian Pattison Jewellers discovered after switching to Zeller is how it simplifies business management. Zeller’s online dashboard provides detailed, real-time visibility into every transaction, something the big-bank EFTPOS lacked. “The dashboard function is very comprehensive. Being able to view sale-by-sale transactions in real time enables us to track our business from any location,” Adele says. For a busy family business, this has been a game-changer. Whether she’s in the workshop, meeting a supplier, at home or on the road, Adele can instantly check the day’s takings and get sales insights on her phone or laptop with a tap. What's more, Zeller integrates seamlessly with Retail Edge POS — a jewellery-specific point-of-sale system designed for the industry’s unique needs. With tracking for repairs, special orders, and custom jobs, plus real-time sales insights and CRM tools, Retail Edge POS paired with Zeller, gives Ian Pattison Jewellers complete visibility over their sales, customers, and inventory. Sales entered in the POS automatically sync to the Zeller Terminal, eliminating manual entry – a must when handling high-value transactions. A perfect match for family-run, high-value retailers. By embracing Zeller, Ian Pattison Jewellers successfully bridged the gap between tradition and innovation. Adele wouldn’t hesitate to recommend the solution to peers. “We would highly recommend joining Zeller,” she says, noting that no other EFTPOS service they’ve seen offers the same blend of features and value. From the sleek terminals and secure transactions to the convenient digital receipts and insightful dashboard, Zeller has proven to be a great fit for high-value, service-oriented businesses like theirs. With the payments side of things running smoothly, this family business can focus on doing what it does best – crafting exquisite jewellery and creating memorable experiences for every customer, just as they have for the last 50 years.

First opened in 2022, Awaken Pilates and Yoga is a boutique fitness business that has already grown to three locations across Perth’s northern corridor – Yanchep, Ashby, and Mindarie. Founded by husband and wife duo Matthew and Gemma Taylor, the studios offer a mix of reformer Pilates, mat Pilates, yoga, meditation, and infrared sauna. We sat down with Matthew to learn the story behind the business and how Zeller has been able to play a small but positive role in its impressive growth. Building a boutique fitness community. “My wife and I have been involved in the fitness industry for almost 20 years now,” Matthew explains. “About three years ago, we started Awaken, a chain of boutique Pilates studios. We do everything from reformer Pilates to yoga and meditation, so we’re a fitness and wellbeing business.” Beyond instructor-led classes, Awaken offers 24/7 access so members can train independently. “We’re one of only a few in the country who do it,” Matthew says. “People get a 24/7 tag just like a gym. We’ve got screens set up where they can do on-demand classes, and the sauna is 24/7 as well.” At its core, Awaken aims to help members build a stronger connection with themselves, physically and mentally. “What we’re trying to achieve with the members is getting them to fall in love with fitness and focus on themselves,” Matthew says. “We’ve seen over the years how powerful it can be to have a positive relationship with yourself from a wellbeing perspective.” Making retail sales effortless with Zeller POS Lite. While most of Awaken’s revenue comes from membership fees billed weekly through their CRM system, retail sales (like grippy socks, apparel and protein powder) also provide an important secondary revenue stream to the business. Managing these sales efficiently, however, was a little tricky – until Awaken introduced Zeller POS Lite across all three studios. “A lot of our instructors are contractors who work across different studios.” Matthew explains. “So we needed a system that was super intuitive with no real training involved. Zeller POS Lite couldn’t be simpler. When someone wants to buy socks or some protein, the instructor just clicks on an image and it comes up straight away on the machine. They don’t have to work the computer or any sort of complicated point-of-sale system.” Stretching sales while reducing admin. The simplified sales process has made instructors more confident in processing transactions, leading to an increase in retail purchases. “Having that visual point-of-sale system on the EFTPOS machine itself just makes it a lot easier,” Matthew says. “Because it’s so easy to use, we find that the instructors are much more confident in selling the product for us instead of avoiding it because they don’t know how to use the machine or they don’t know the pricing of the product.” When the end of the month draws near, Zeller POS Lite’s in-built reporting function proves very useful. “We utilise the reporting function to gain a deeper insight into how our retail products are performing, what products are resonating with our members and where to better invest in our product offering for the future at each studio. This allows us to maximise the efficiency of our product management and also helps drive our marketing with relation to our retail products,” explains Matthew. Switching from Commbank to Zeller. Before switching to Zeller, Awaken used Commonwealth Bank terminals, but the fees and complex pricing structure quickly became a frustration. “I would never set up another business with a traditional bank again, because you’re paying a monthly fee and then all of your costs on top of that when you go above a certain amount. It actually is just a lot easier to have something like Zeller, which takes a little percentage on each transaction and has a nice, easy portal to navigate.” Beyond transaction fees, Matthew also found the process of upgrading or canceling bank terminals unnecessarily difficult and expensive. “They make it so hard for you,” he says. “You’ve got to pay for someone to collect it and all this sort of stuff. There’s fees and charges all the way through the journey.” A flexible, scalable solution. With transparent pricing, ease of use and a seamless experience for both instructors and members, Zeller POS Lite has helped Awaken eliminate banking frustrations while streamlining their operations. “We’ve got it sectioned into three categories – merchandise, casual sales, and supplements,” Matthew says. “It’s so simple for the instructors to navigate that, it works perfectly.” By choosing Zeller POS Lite, Awaken Pilates and Yoga has found a flexible solution that strikes the perfect balance between simplifying sales, empowering staff, and supporting business growth.