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After four successful interations, Kuali Bake & Make 5.0 event is back once again. In partnership with Anchor Food Professionals, this event is an exclusive workshop aims to inspire and educate aspiring home bakers, small business owners & entrepreneurs in the F&B industry.

Celebrity guest appearance Ili Sulaiman
Live cooking demo by Chef Firuz

Guest speakers:
• Debbie Lee, Founder of Bisou Bake Shop
• Syed llyas, Founder and Director of Sugar And I
• Su Yin, Founder of Delectable by Su
• Beng Beng, Founder of BengBeng Sourdough
• William Seng, Digital Content Creator
• Safiyyah, Manager of Souka BakeShop
Transcript
00:00:00 [Music]
00:00:20 All right, good morning everyone and thank you for being here for the fifth Make and Bake.
00:00:28 Bake and Make. This is what we do all day and we've been doing it for five years. So for those of you
00:00:35 here, please give yourself a hand. Please, thank you. It's a fantastic Thursday.
00:00:42 And also thank you so much for those of you at home who have joined us for the Bake and Make
00:00:50 hybrid seminar by Kuali Bakers. And just to give all of you a little bit of a background, Kuali
00:00:56 Bakers is a digital community created by Kuali and Angka food professionals. Since 2020, they have
00:01:05 helped to empower small businesses and enterprises as well as home bakers such as yourselves and
00:01:11 those of you at home to help grow your business and to make a mark on the baking industry.
00:01:19 Through the Kuali Bakers program, we hope to help aspiring bakers unleash their full potential.
00:01:26 More than just a platform where you can get baking tips, you also have exclusive classes,
00:01:34 events like this and more importantly, Kuali Bakers hopes to form a tightly knit community
00:01:44 so that we can all follow each other on our baking journeys and share. So thank you once again for
00:01:52 joining us and we have some amazing speakers lined up today and in short, while all of these are
00:01:59 renowned entrepreneurs, bakers, celebrities, they will be sharing with you their tips, their
00:02:04 entrepreneurial advice as well as feedback on their own journeys to success. And I would like to
00:02:14 take this time to thank Angka food professionals Malaysia and Brunei as this workshop would not
00:02:21 have been possible without them. All right, just a little bit on our sponsors. Angka food
00:02:27 professionals Malaysia and Brunei has been creating high quality fit for purpose products and solutions
00:02:34 for food service professionals around the world to suit business needs and also satisfy customers
00:02:41 tastes. They work behind the scenes to satisfy and to deliver exciting new tastes, products for chefs,
00:02:50 bakers, teachers, hotels, restaurants, cafes and more. And before we continue, I'm not the best
00:02:58 person to tell you about Angka food professionals but I know someone who is and therefore I shall
00:03:08 be introducing our first speaker for today from Fonterra Brands Malaysia, the food service director
00:03:18 Mr. Peter Kwa. Give him a round of applause.
00:03:22 Hi, good morning everyone.
00:03:34 Thank you everyone for coming for this event. So it is very delightful to have all of you here
00:03:41 today. And the topic of the webinar today is basically,
00:03:46 okay, it's basically about combining the art of baking with a discussion in a sense of
00:03:57 how do we manage in terms of cost management as well as the power of content.
00:04:03 So to relate in terms of cost management itself, as a matter of fact for all the food operator
00:04:12 itself, we are every day working very hard in terms of managing the cost itself. How can we
00:04:18 do better in terms of our processes? How can we do better in terms of reducing in terms of our
00:04:25 wastages as well? So this is the ultimate objective of managing the business and the power of content
00:04:31 is simply means that how can we amplify in terms of our bread into the marketplace, into our
00:04:37 customers. And baking is not the only an art of form but it's the science, the balancing creativity
00:04:46 in terms of our food itself and at the same time to maintain the quality and how can we reduce in
00:04:53 terms of the cost to do business itself. And today especially in a fast-paced food service environment,
00:05:01 food innovation is rather very important but if you look into food innovation itself, it's very
00:05:07 important and customers are getting more and more demanding. If you look at right now, the demand is
00:05:13 food quality at the same time the food they expect is Instagrammable. So at the same time of that,
00:05:20 that could be a challenge to operator because we need to maintain the diet of standard as well as
00:05:26 to reduce and optimise the cost of food and improve the margin as well. And food trends and
00:05:33 consumer behaviour have evolved. If you look at right now, post pandemic and before pandemic
00:05:42 itself, it's very much different. If you dine into the restaurant, if you observe right now,
00:05:46 people are getting into a restaurant or a cafe on sharing basis. But if you look back into three
00:05:54 to four years ago, it will be an individual portion itself. Then our task is that how can
00:06:00 we get our customer to dine in more into your restaurant or to even order more into your website
00:06:06 itself. And that is all about the passion of Anchor Food Professional comes in to support
00:06:13 all the entrepreneurs itself. And Anchor Food Professional has been partnering with BIC and
00:06:19 MIG since 2020. Our task is very simple, partnership with quality to focus to empower
00:06:25 and support small and micro businesses and home bakers and to provide classes,
00:06:32 tips and recipes and bring your brand to the next level itself.
00:06:36 And Anchor Food Professional is not a new company. We have been established in the world as well as
00:06:45 in Malaysia for almost more than 20 over years and working with thousands of bakeries, hotels,
00:06:51 restaurants itself. We develop insight, research and also superior quality of products to serve
00:06:59 the needs in food service kitchen itself. And we have decades of experience. Our team are
00:07:05 specially trained, especially our chef. So they are the leading, they will be leading in terms
00:07:12 of food innovations, developing a lot of recipes and also providing most importantly, the food
00:07:19 solutions to our customers. And this, at last, this webinar are designed to very much provide
00:07:26 a more holistic understanding in terms of managing your business. And for example,
00:07:33 cost management and how do we amplify in terms of content creation. And once again, thank you
00:07:39 everyone for coming. Let's make big and make memorable and successful event. Thank you very much.
00:07:45 Food service professionals see food differently. They see the passion as well as the percentages.
00:07:57 Every little bit must count, last longer, stretch further. To win in this fast-moving industry,
00:08:07 you have to expect more from your ingredients, from your people and from your suppliers.
00:08:14 What you need are partners that can work with you, but understand what drives your business.
00:08:20 Will roll up their sleeves, get in the kitchen and help you move your business forward.
00:08:27 We are experts in dairy and finding performance in the business of food.
00:08:35 Sharing what we know from decades of experience across tens of thousands of food businesses
00:08:41 throughout the world. That's why professionals choose to work with professionals.
00:08:46 Great food feeds great business.
00:08:50 All right, let's give it up for Mr. Peter Kwa once again. All right, let's talk about
00:09:02 financial profitability in e-commerce. Budgeting for home bakers, tracking expenses and also
00:09:09 maximizing profits. And for those of you who are here, please know that what you think matters to
00:09:16 us. So if you have any questions, please do take note and then we'll have a Q&A session at the end
00:09:24 of the moderation panel. This session highlights an effective measure on cost control, budget
00:09:31 planning, as well as maintaining a healthy cash flow in e-commerce businesses. We're going to
00:09:38 share insights on how business owners can leverage on e-commerce to maximize their profits, support
00:09:44 growth and expansion plans and more. And some of the answers might surprise you. I've spoken to
00:09:52 the panelists before and we're going to have a fantastic discussion. So without further ado,
00:09:57 let's dive in and let me introduce to you our panel. First up, we have Miss Debbie Lee, the
00:10:04 founder of, sorry, founder of Bizu Bakeshop. Thank you. Next, we have Miss Suyin, the founder of
00:10:16 Delectable Baisu. Give her a round of applause. Last but not least, we have Syed Ilyas, the founder
00:10:24 of Sugar and I. Hi everyone. Hi. Hi. Good morning. How is the ride here? Okay. Not too bad. Not so
00:10:39 bad. The jam's getting better? Yeah, there's no traffic. Awesome. Okay. So I guess before we start,
00:10:46 I just wanted to give all of you like the opportunity to introduce yourself, your businesses
00:10:53 and what you stand for. Su? Hi everyone. My name's Debbie or Deborah. I run Bizu Bakeshop.
00:11:02 It's 16 years old this year. I know. I'm still alive. I'm still here. It was really, it's been a
00:11:12 really, really interesting journey. We've never really changed our ethos. We just want to make
00:11:19 cakes that taste as good as they look. Because I don't know about you guys, I hate it when a cake
00:11:26 looks really beautiful and then you eat it and you're like... So, you know, it was always about
00:11:33 the product but also in an environment that is not too stuffy, that is friendly and honest
00:11:41 and real. That's it. That's all Bizu's about. So what you see is what you get.
00:11:49 All right. Thank you so much. And I've had some of your cupcakes. The red velvet is my favourite.
00:11:56 And next, Miss Su.
00:12:00 Okay. So good morning to everyone here and everyone online. Hi. I'm Su Yin. Most people
00:12:17 call me Su. I'm a homegrown business. Started 14 years ago. It's called Delectable. Most of people
00:12:26 would know us from the Gardens Outlet. And so recently, due to changes in market, we've moved
00:12:34 online. But basically, it started as a designer cake shop stuff that we custom make and stuff.
00:12:40 And obviously, slowly developed to daily products. So we have an online store now that's thriving
00:12:47 with like different savoury things, sweet products, cakes, cupcakes, all sorts of stuff. So
00:12:52 yeah, I hope 14 years is just the beginning. I hope we'll be here to stay until forever.
00:13:04 All right. Awesome. And Syed Ilyas, what about you? Okay. My name is Ilyas. I am the co-founder
00:13:11 and director of Sugar and I. So Sugar and I is a bakery and we focus on bomboloni, cream puffs,
00:13:20 and cakes. So just like these guys, these guys are like the OG. So I look up to them.
00:13:25 So they are the people to look up to. I'm still new in the industry and still learning as we go.
00:13:33 Our mission is to make the world a happier place. And how we do this is by serving delicious treats
00:13:40 and very warm customer service. That's what we do. All right, give it up.
00:13:45 All right. Firstly, I think we have this panel session. One of the reasons is because in the
00:13:56 previous years when we've had this, lots of our viewers have had issues with financing,
00:14:04 but also with adaptability. So I think this is one of the things that I want to start with first.
00:14:10 And so our first question would be to Ms. Debbie and anyone who would like to chime in also,
00:14:16 you're welcome. And the question is on branding. And you see, branding is one of the things that
00:14:22 we can use to maximize profits. And how did you do this with your brand and also to carry that
00:14:31 brand on for 16 years? Right. And what are the some of the challenges and adaptations that you've
00:14:40 had to make on this journey and this long 16 year journey for your branding? Right. I actually wrote
00:14:47 some things down. Because I'm not used to doing this. I find it quite intimidating. I'll tell you
00:14:54 straight out. So if I look at my notepad, I hope you understand. So when we started with Bizu,
00:15:04 it was all about scalability. Because I wanted to build a brand that could be that could grow.
00:15:14 I wanted to grow a business, I didn't want the job. Okay. I had other businesses before where
00:15:21 I made the mistake of being perhaps too much involved on a day to day basis, which didn't
00:15:29 allow for the company to grow. And that's as far as it got. I don't know if any of you might know
00:15:35 it. It's called Fit for Two. It was... I love you. Thank you. Fit for Two was my first baby.
00:15:46 But it was very much linked to me. And when I needed to move country, I couldn't teach anymore.
00:15:55 So therefore I couldn't be there. And the business just just kind of failed. So that was a very big
00:16:04 learning curve for me. So when we went when we started to do Bizu, I was like, well, number one,
00:16:11 it needs to be something that we can scale up so that we can get the economies of scale that come
00:16:17 with running a slightly bigger business. And we needed to sort of make products that
00:16:23 I didn't have to make that I could get other people to make. Why baked goods? Actually,
00:16:31 baked goods is probably one of the easier things because it's quite a science, as you guys will
00:16:35 agree. It's very specific. It's chemical reactions. We have a chef here, the chefs know. So it's much
00:16:43 easier in terms of quality control. I'm a bit of a control freak. I want things as perfect as
00:16:52 possible. It's everything, including the Christmas decorations that I've just been putting out in all
00:17:00 my stores with the help of my lovely brother who's visiting me. It was, I literally place every pretty
00:17:08 much every decoration. So that probably gives you an idea of how much of a perfectionist I am when
00:17:14 it comes to the cakes. You know, I want them to be fresh. I want them to be moist. I want them to be
00:17:19 pretty, but I don't want them to be ugly. And it's like, it's a lot. And if you're a home baker,
00:17:25 I know that you know what I'm talking about. So scalability was a thing. But I think ultimately,
00:17:33 with a brand, it's all about consistency of your story and not flip-flopping about what your
00:17:42 product is, about what your brand stands for. We've never changed. In the 16 years that we've
00:17:50 been doing this, we have never changed how we do it. It's always good products, good ingredients,
00:17:58 good staff. I mean, obviously, again, if you do run a business, you know that's the hardest bit.
00:18:05 But really just keeping it simple and making sure that the whole team knows this. So I know
00:18:16 every single one of my team members. I have about 50 people now, but I know every single one of
00:18:21 their names. And I write a letter to my team every year at the beginning of the year. So I'm actually
00:18:28 thinking about how I'm going to write it this year. And it's really to tell everyone in the
00:18:34 company what our end goal is. What are we looking at doing for next year so that we're all on the
00:18:40 same page? So we actually have come a long way from when we first started. And when I look at
00:18:48 our old cupcakes, the first ones were, oh, so ugly. Oh, my God. Oh, my God. How can we do that?
00:18:53 But that's the growth, right? So I think keeping your sort of consistency in terms of your brand
00:19:03 to the public, so everybody knows what you're about, is really important. But it's equally
00:19:09 important for everybody in the company to know where we're going, to know what we're about,
00:19:15 to know what the brand stands for. And I think that's really the key to building a brand that
00:19:24 I hope, I hope people know what we're about. I hope people know what Bizu stands for.
00:19:31 When they see a Bizu bake shop, they'll be like, ah, they know what they're going to get.
00:19:37 So I hope that answers the question. Definitely. It definitely does. Thank you.
00:19:43 And I think one of the things that you said that resonated with a long, untouched part of my soul
00:19:51 is the perfectionism. And I think that need to sort of like let go. But that's why I feel like
00:19:59 I'll ask a little bit of a follow up question. And I also want to open this up to everyone.
00:20:03 Right. We talk a lot about brands, right? Brand. Like it's a word that's sort of like
00:20:08 pushed around and thrown around quite a lot. But what is a brand? How do you begin to even
00:20:17 conceptualize one, much less something that could last potentially for a while? And if there's
00:20:29 anything in terms of what you've all three of you have considered in terms of putting into your
00:20:35 brand, what it is when you ask yourself the question, what is my brand? What were the things
00:20:41 that came to you? For me, it's product, a consistently good product made with good ingredients
00:20:49 that has a look. I think Bizu has definitely got its look and style. And that is
00:20:59 right. I mean, it's my recipes. It's my styling. But it's also being a little bit. Well,
00:21:08 can this be done on a thousand cupcakes a day? Can we do this design on a thousand cupcakes a day?
00:21:15 If it's too intricate, then no, then it's just not something that's possible. So it's kind of
00:21:23 putting the two together, something that's beautiful and tasty, but that is able to be
00:21:30 produced by other people. Okay, I like to add on to that. So for me, initially, when I thought
00:21:40 about brand, it was always about brand identity. So everyone thinks what brand is, it's about the
00:21:46 logo, it's about the typography, it's about the looks, it's about, you know, but that is one part
00:21:52 of brand, that is the brand identity. But what is a brand? A brand is a perception. It is a perception
00:21:59 of your customers. So what I mean by this is, for example, let's call a brand like, okay,
00:22:07 let's use Sugar and I as a brand. When you think of Sugar and I, what do you think about? Oh, you
00:22:12 think about bomboloni, right? But bomboloni is not the only thing that we sell about.
00:22:17 We sell cakes, we sell cookies, we sell cream puffs, we sell so many other things. But when you
00:22:23 associate a company for something that you remember, I believe that is a brand.
00:22:31 So from a company's perspective, how do you craft out a perception for your customers?
00:22:41 So this is where, for certain companies, it's the products, some companies, it's the
00:22:47 efficiency, some companies, it's the speed, it's the price. So essentially, that's how you craft
00:22:55 out a brand. You create a perception for your customers. That's what I believe.
00:23:01 Good answer. Thank you for both of you. Sue, do you want to add any?
00:23:06 Similar to what he mentioned, I do think branding is about recognisability. So
00:23:14 basically, it's the reputation of a brand. It used to be more like the quality of the product
00:23:21 and what you sell was the main style of branding a long time ago. But these days, it's about
00:23:26 the company profile, what the company is about. So I do think starting a brand these days,
00:23:33 don't overthink it. Basically, it's easier to start a brand with your personality.
00:23:39 Yeah, I agree.
00:23:40 You trust it that people like you, then don't worry about what the logo looks like. Actually,
00:23:46 nobody cares. Okay, I take it back. Sorry, designers do. It's important. But I think
00:23:53 it's better to get your foot in the door first. Branding can change. There's a lot of times people
00:23:58 are like, "No." But you see nowadays, even McDonald's can change their logo. So Starbucks
00:24:03 can change their logo. So actually, branding is about being able to have something that
00:24:09 is recognisable, even though you might scale up or down with it, or you can change it to a
00:24:14 completely different product. So I think that's what branding is about. And this not just relates
00:24:20 to F&B, I think it relates to all sorts of other industries as well.
00:24:24 Thank you. Thank you so much.
00:24:27 Sorry to cut the applause short. We'll have plenty of time for that. But that was an extra
00:24:36 question. So kudos to everyone for answering that. Thank you. I know that came a little bit
00:24:40 out of left field. Because I know a lot of our audience members also sometimes are just starting
00:24:48 out. So I felt like we need to take a little bit of a step back on that. But in terms of change,
00:24:53 right, so our Malaysian food and pastry, I mean, it's Malaysia, right? So we love our food,
00:25:01 you know, and we love the just the smells and the taste. We love posting about it, you know,
00:25:06 we love making content about it. We love sharing this content with our friends. I know I have
00:25:11 friends, friendships that are entirely built on just foodstagrams that we send each other.
00:25:17 And, you know, one of the base, one of these things, for I guess, someone in a business of
00:25:24 pastries is trends, right? And in this changing trend climate, what would you think would be the
00:25:38 advice to business owners as a way to adapt to trend and what has been your experience with it?
00:25:42 Okay, so I'm still from a retail outlet, I've moved online. So a long time ago,
00:25:51 when the business was running from retail, people would walk past see something and buy it. But
00:25:56 nowadays, we rely a lot on social media and content that we post online for people to be
00:26:02 like, hey, I want to buy this. So I would say, well, my advice to most people is be able to see
00:26:11 what is a trend versus what is a fad. Example, I started my business doing fondant cakes.
00:26:18 Back then, nobody knew what fondant was, I had to explain what is this, how is it, you know,
00:26:23 and from then, as the years passed, we suddenly have a lot of people doing buttercream cakes,
00:26:29 I would, I would think that those rustic style cakes, you know, started like you see in vans
00:26:34 and jasmines, everyone's starting to do that. Those before MCO time, I think this is a trend
00:26:40 movement. So I think for most business owners, if you realize business is down, because your product
00:26:46 is like stagnant for a while, it makes sense to look around you and see what the moving trends
00:26:52 are. And don't look at fads too much. Fads it's like, like example, the stabbing Taylor Swift
00:27:01 cake, you know, Google blank space cake, if you've not seen you stab the white cake and then
00:27:07 like blood spews out like that's a fad. So if you put this as your product,
00:27:15 I mean, maybe it's good for content for a day or two, you know, it's good to draw customers in,
00:27:21 but it's not something for your menu. And I do think that being able to see what's a fad versus
00:27:27 what's a trend is important. Like macarons is probably a trend. Putting in a tower is a fad.
00:27:34 You know, like stacking to Christmas, nothing against those, that's fine. But I would say like,
00:27:40 creating a brand that is something that you're able to actually make money from, you need the
00:27:46 daily sales and stuff like that. So don't worry too much. Like, Oh, everyone's doing this.
00:27:51 I don't care. I'm gonna cancel everything I haven't do this. You know, that's probably a bad
00:27:54 idea. So I do think it's important to see and recognize what is what, what you need to learn
00:28:04 to grow with the industry versus what, you know, you know, why is the grams doing these tick tocks
00:28:10 making that, you know, I think those will come and go. And those not really business ideas.
00:28:16 Thanks. And in terms of that, following that, when you once you've identified a trend,
00:28:24 what are the factors that go into determining whether you want to have your business adapt to
00:28:33 that trend or not? I'm going to be completely honest here. It's we are bakers. It is our
00:28:39 skill set. You know, if I'm a fondant, I'm a fondant. If I'm a baker, I'm a baker. I make
00:28:45 cupcakes doesn't mean I make macarons. But there will come a time where 15 years later,
00:28:51 you have to learn everything. You got no choice. Just pay money, go for classes,
00:28:56 practice, feed your family. You have to learn it means you have to learn it. You know, there were
00:29:01 times I couldn't pipe also sat down. Did you did it until you look nice? What? You know, you have
00:29:07 to learn. And this is kind of like growing with the business longevity of the business also comes
00:29:12 because you adapt and you learn constantly learn. All right. Thank you so much for that answer.
00:29:19 And talking about adapting, multi channel marketing is one of the most popular methods
00:29:26 of aggregating content. Right. Multi channel marketing is like, you know, Facebook, Instagram
00:29:32 and all the kind of different kind of channels that we have. And this is one of the ways in
00:29:37 which we can reach potential customers as well as, you know, to get the word out and your brand out.
00:29:44 Right. So, Ilyas, do you have any advice on how to optimize that turning of your audiences into
00:29:54 customers? All right. So, I think first and foremost, I want to clarify one thing, which is
00:30:00 a lot of companies and businesses feel that they should be on all platforms, be it Facebook,
00:30:07 Instagram, TikTok, Twitter, you name it, they're on it. Right. On the contrary, I believe that maybe
00:30:14 you should place a focus on where your customers are at. For example, if you are looking for
00:30:20 a certain age group, maybe a younger age group would be more on TikTok. So, let's say you're
00:30:25 targeting for the age group. So, you focus on TikTok. Right. So, how do you sort of enhance or
00:30:32 make it a bit more efficient from just a viewer to become a customer? I think the key word here is
00:30:40 trust. You need to be able to make them trust you. And how do you make this happen? First is you can
00:30:49 get testimonials. So, get your friends, your family, free stuff. Hey, shout out for me.
00:30:54 Say it's nice. You know, that's how we start. Then try to put a bit more emphasis on Google,
00:31:02 you know, the Google ratings and things like that, or even grab ratings or any kind of ratings,
00:31:08 essentially, so that when, because like you, if you were to buy something from, say, Shopee or
00:31:13 Lazada, you would go through like, oh, how many stars or what did the one star person say? I have
00:31:19 to make sure because I don't want to be scammed here. Right. So, in the world of there's so many
00:31:24 scams and whatsoever, you need to be able to trust because I want to give you my money in order for
00:31:30 me to try that product. But if I don't trust you, I'm not going to give you my money. Right. So,
00:31:34 the first thing is trust. So, I feel that first you got to focus on a single platform. Right.
00:31:42 And once you have built an established platform, then you can move to another platform. That's
00:31:47 first. Second is I feel that you need to be able to build that trust, be it through testimonials,
00:31:55 through Google reviews, through other people taking a picture of your product and shouting
00:32:01 out about it. These are some of the things that can establish trust. And lastly, I think you can
00:32:07 work with big brands like our sponsor, Anker. I had to give a shout out to them. So, you can work
00:32:15 with big brands because when you work with big brands, it will sort of give credibility to your
00:32:21 brand as well. Yeah. Thank you so much for that. I also kind of want to expand that question. I
00:32:29 don't know if you've heard this before or not, but I'm not sure if you've heard this before or
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00:33:10 That's amazing and to be honest, I'm a millennial and I'm scared of the internet. I started with Instagram and now it's TikTok and to be honest, I am absolutely lost.
00:33:22 I think that's great advice as well. If you're a business owner and you don't do it yourself, then make sure that you hire the people that you trust to be able to do it.
00:33:34 On that note, I did want to ask you on the business model that you have. As I understand, you have an online-offline business model. What are the pros and cons of this model?
00:33:49 Over the past 16 years, what are the techniques that you think can be employed for either or both to maximise your return on investment?
00:33:59 Okay, so we really only started the online side of business during COVID. Quite honestly, before then, it's not my forte. I'm not comfortable with it.
00:34:14 As I said, I'm a lot older than these guys. I'm in my 50s. There's a big difference in how we deal with technology. If you didn't need to do it, I didn't do it. I'm a little bit of a chicken like that.
00:34:33 I like to do things that I'm good at and I'm comfortable at and I know I can handle. The good thing about the online store is it costs hardly anything to set up. It's so different in terms of cost.
00:34:50 It costs nothing, but you need to spend the money on the marketing. Although you're not paying rent and you're not paying for staff to man the store, you need to pay for ads. You need to pay for those people that create whatever it is that they create.
00:35:08 It's actually quite a lot of money that you're pouring into the publicity for that online store. You need to give discounts to get people to go to the online store. It's just a different animal altogether.
00:35:23 I'm still learning a lot about that side of the business and I really struggle with it. I'm being really honest here. It's not what I do. I've got a very good social media manager and she's helping me, pointing me in the direction of how we need to do things.
00:35:45 I speak to younger people. I ask them, "What is it? I don't get it. How do I do this? What do you guys want?" I speak to my daughter. She's 21. It's not easy.
00:36:02 We're seeing huge growth in our online store. That's the encouraging thing. Even though we're doing it at a much slower pace than most, we are seeing that growth that is encouraging.
00:36:15 Next year, I told you about my letter that I sent to my staff. It's going to be about securing the brand as a brand and a lot more with the online presence and pushing that online store.
00:36:30 Something I struggle with is how do we get the products to our customers in good condition with the way that we have so many obstacles in terms of getting things to people.
00:36:45 Number one, the drivers. They're not exactly easy to work with sometimes. The roads here are potholes. My cupcakes are too big. I'm like, "Okay, let's send another one."
00:37:00 We've had to change how we pack things. It's not just the sort of thing that you see on the screen. It's all the things that go behind it. Also, making sure that my team can answer all these questions.
00:37:15 It's a language barrier too. I need to find staff that are comfortable with typing or writing to customers in English or in Bahasa. That in itself is a challenge. It's hard. I'm not like Sue. She's so good at that.
00:37:40 I do have a question in relation to this. Sue is definitely the best person to answer this. To be honest, I just want to thank you for being so honest.
00:37:52 You've been in the industry for 16 years. It's very rare to get legacy businesses for people to open up and to come here and to ask questions and to learn from each other.
00:38:09 That's one of the things why we have this panel discussion. We can open up and we can discuss these things. We can show our hearts to each other. It's something important with people who love food and baking. Thank you so much.
00:38:26 Thank you for having us.
00:38:29 On your question of operations and what goes on in the background, I would like to forward that to Sue. From the operations perspective, how do you streamline that? All the different orders, delivery durations, quality and also maintain that profit margin as well as the quality of your food?
00:38:52 I think my answer is going to be for a general day, not like Mother's Day or Christmas. That's out the door already. We're just talking about the everyday, right? My wonderful team.
00:39:09 We created this SOP during MCO out of necessity. There are two questions just now about profitability and quality. Basically, what it generally means is how you're going to pay a driver $40 when your thing is only $30.
00:39:29 And customers only willing to pay $15 for delivery. How are you going to lose money and send the thing? We came up with quality definitely for baked goods. Quality comes from freshness. It's not something we can make in advance. It has to be done on the day.
00:39:49 This is not a variable. We definitely wake up early, get into the kitchen before sunrise and get it done. Profit in terms of how much we pay our drivers and stuff like that, we have realised that customers are happy to receive things morning or noon.
00:40:08 So we have a driver for morning, a driver for noon and a whole bunch of backup drivers. Worst case scenario, we use Lalamove. That's like last resort. Basically, how I got these drivers is we pay them daily.
00:40:23 Most drivers, those who are good, we make life easy for them by doing all the calls. Are you home? Can you receive our guy who and who is coming? Please wait at this time.
00:40:40 Most people are like, oh, okay. And our drivers are happy to drive for us and happy to give it with a smile. It's because all their legwork is done. They just drive there and put it at a spot we tell them to put.
00:40:55 And the customers are not rude to them and they don't have to deal with all this other nonsense. So we have a handful. We have a driver group that is very happy to take our jobs. Also, we pay higher rate than Lalamove for Grab.
00:41:08 When I organise the deliveries for the guy, say if we have like, say on a regular day about 20 orders, we put together everyone who wants morning and we put together everyone who wants afternoon.
00:41:21 That way, we have like a three hour window, like 11, 12, one driver and then two, three, one driver or two driver, two driver, depending how far the distance is. Because we go all the way to Port Clang and the Bangi.
00:41:37 So sometimes the route is a little bit long. But because we are baked items, it actually does make sense to call a customer and tell them, hey, you have to be home at this time because our driver is coming.
00:41:49 If not, you'll just sit at the porch. And then, you know, it makes sense to have one very positive, cheerful, happy person to be calling the customers every morning.
00:42:00 Because most of the time, it's a gift. They don't even expect it. And then the worst is the driver gets there and nobody's home. The address is wrong. The phone number is wrong.
00:42:09 I think this is the driver's nightmare. And I learned this because I drove. I was the Lalamove at the MCO time.
00:42:19 So I noticed that their life sucks because people didn't do the legwork first. And having fixed that issue, I think now a lot of our driver friends also introduce their friends to come and work for us because it's a positive place to be.
00:42:35 Nobody shouts at you. Everyone's always there, you know, and the pay is good. So that's my answer. I hope that is helpful.
00:42:45 I love that. I think there were a few pieces that I think that was identified. The customer service, public facing, but also the operations and the organization.
00:42:57 So I think, yeah, thank you so much for that answer. And related to, I think, operations, right, let's move on to a more macro level question.
00:43:10 We have lots of different forms of businesses, right? We have franchising, we have licensing. And Ilyas, I understand that your business engages in licensing.
00:43:22 First of all, could you explain a little bit about what that is and also what would be the main challenge of balancing licensing with control quality?
00:43:34 Sure thing. So first thing, what is the difference between franchising and licensing? I'm just going to explain it as simple as I can.
00:43:42 Franchise is very, very strict in a sense that if I use a certain brand of soap, my franchisee has to use that kind of soap.
00:43:53 It's very, extremely strict. And it is, you take A, you take A. Or you take B, you take B. For licensing, it's a bit more flexible.
00:44:03 It's essentially almost the same thing. You are getting the license to sell my products. Essentially, you are licensed to sell my brand.
00:44:15 Essentially, that's what it means. So in terms of franchise, there's a lot of regulators. You have to go through a lot of bodies and essentially you need to get approved by the ministers and whatsoever.
00:44:29 But licensing is simpler. You can just go to a lawyer, draft out a licensing agreement with whatever agreements that you guys decide to agree upon.
00:44:39 And you can just sign it and it's done. So that's the only difference. But just from a layman's perspective, franchising means you buy from me and you just sell.
00:44:50 It's essentially almost very similar. So that's the first question. Sorry, what was the second question?
00:44:56 The second question is, I guess, how do you then balance that with quality control? How do you ensure that the products that you are licensing the people to sell will be able to be representative of your brand?
00:45:12 First things first, when you're in the operation side of things, it is very important to try to keep all the operations at one location. Why? It's because of control points.
00:45:25 For example, if I make frozen dough and I send it to my outlet and my outlet fries and they sell it for me, what happens if my outlet doesn't know how to fry or they fry wrongly?
00:45:39 So there is a lot of control points. I cannot control whatever happens at the outlet because I'm here at the HQ taking care of the operation side.
00:45:49 So number one is reduce control points. So make sure that you have a lot of operations centralized.
00:45:57 So that's the first advice I can give, which is have a central kitchen. If you have 50 outlets, make sure that you reduce your control points, meaning you don't allow the franchises or the licensees to be able to do too much work.
00:46:12 So then you control a bit more quality because whatever comes from your kitchen is controlled because you have less control points. So that's one.
00:46:22 Second thing is, I think when we want to go into this licensing model, I just like to highlight for anyone out there who wants to listen, which is first and the most important thing is to get the right partner.
00:46:38 Because yes, you can make a lot of money from licensing or franchising, but it has a lot of risk. What if a franchise owner doesn't know how to run a franchise or he or she is so busy with life, they don't even care about this.
00:46:55 They have extra money, they want to pump it in and they just want to make more money, essentially. When you partner with this kind of people, they don't care like how you care.
00:47:04 And what happens is quality drops. You don't ensure that your customer service person, the person who is handling with the customer, is giving a warm welcome or ensuring that if we run out of stuff, apologize.
00:47:21 Small, small things, right? Make sure that your people are of this level because this is what we want to give to the customers. And if you find a franchisee or a licensee who don't care, then your brand will drop.
00:47:35 There are a lot of brands out there who expand and scale so quickly and the problem is when the fundamentals is not right and when you get a wrong partner, you can collapse instantly.
00:47:47 So, that's the first thing. Second is our model is we made it so that our licensee is a bit more profitable than us because the way we look at it is we are the manufacturer in a way.
00:48:03 So, maybe we take about a lesser profit margin compared to our operators because our operators are going to take all the risks. They are going to open up shop if things don't sell, they have to get into debt.
00:48:17 They don't have to do much marketing because they are at a mall or whatever. But essentially, they have more profits because they have a lot more overheads.
00:48:27 From us, we just produce a bit extra, we give to them. So, from our perspective, we consider it as a B2B. So, I'm working with a supplier, I'm selling it to you at a supplier rate.
00:48:39 That's how we view it which is why we think that when we do this kind of business, we should always put our customers or our licensees, which is the same thing, more value.
00:48:51 We need to give them more so that they will grow and when they grow, other people will say, "Hey, licensing with these guys make money. I want a license there too."
00:49:01 So, it sort of grows from there. So, that's my two cents.
00:49:07 Thank you so much. I think that's definitely fantastically received because we have lots of different levels of businesses and bakers and I think this conversation has been fantastic.
00:49:24 However, we're almost out of time. So, I think just one more round of general question for everyone. Quickly, just short, very fast tips.
00:49:35 What is the number one thing that you would tell someone out there when it comes to profitability and adaptation? What would be the advice to them to help them through that process?
00:49:47 Sorry, guys. Excited. Okay, so I think a nugget of wisdom here is listen to your customers and adapt.
00:50:01 So, what I mean by this is just to give you guys a brief history, Suga and I did not start off as a bomboloni company. We started off as a fondantier too.
00:50:08 So, we did custom cakes. But when MCO hit, I'm sure you guys felt it, there was no celebrations. There was no birthdays, events, weddings, you name it. There was nothing.
00:50:19 So, when we were faced with this, we had zero sales. So, what we did was we opened up and a customer came up to us and asked, "Hey, do you guys make bombolonis?"
00:50:30 And we were like, "Yeah, sure." But we told them, "We have never done it before and we are willing to try it." So, we gave it to them. They loved it.
00:50:39 They gave it to an influencer and slowly it snowballed from there. So, I think the lesson here is to listen to your customers. Be agile.
00:50:49 So, you need to be able to pivot. And I was listening to you guys and you guys are staying so consistent throughout the whole journey.
00:50:58 And for us, it was a bit different because at that point in time, we were desperate. We had no money. So, we needed to pivot.
00:51:05 So, I feel that as a small company, that is the advantage that you have. You have flexibility. You have agility. You can move easy.
00:51:14 So, for the people out there, advice and word of wisdom is listen to your customers. If possible, have surveys. Listening to whatever they say.
00:51:26 Give feedback from them. So, I think that is a very, very critical thing that all businesses should do.
00:51:34 Alright, thank you.
00:51:36 My advice would be just work hard. Like seriously. I think a lot of people forget this. Especially this generation nowadays.
00:51:47 Everyone posts online about how to work smart, do less. Actually, the fact remains is 16, 15 years, we don't look like this at work.
00:51:56 We work hard. And actually, for a business in your house, just work hard. Don't tell a customer, "I cannot." Don't tell a customer, "You collect tomorrow, cannot."
00:52:08 Just go to the kitchen and make it. Just do it. Because I feel a lot of times, we talk a lot about, "Wow, what strategy?"
00:52:16 Actually, just do the work. Do the hours and then sweat the tears, everything come out. Then your business will succeed. Confirm.
00:52:29 That's my advice.
00:52:32 And so, that is, I mean, the reason we're still here is because we do that. We work bloody hard.
00:52:44 Sorry, shouldn't have used that word. No, I mean, when is the last day you had off?
00:52:51 I never have a day off. I never have a day off. I'm on seven days a week, 11 o'clock at night.
00:53:01 Whether it's, okay, I don't deal with customers, not many, okay, but it's my staff.
00:53:07 Boss, how are, this one, or like this?
00:53:11 "Hey, this has happened. Oh no, there's going to be a boycott. We got to look at all our products."
00:53:16 You know, like, pivot. We have been pivoting like crazy since this whole pandemic.
00:53:23 But I think it's made us stronger. Work hard. My team are amazing. I would not be able to do it without my team.
00:53:32 I don't know if some of you might even still recognize them, like, Katmariani is still with me.
00:53:38 Mr. Raj is still with me. My chefs are still with me.
00:53:41 So for me, it's, yes, pivot. Yes, work hard.
00:53:47 But also have sticking power. Learn the lessons that you need to learn. We all make mistakes, right?
00:53:53 We're all human. We make mistakes. But when we do make those mistakes,
00:53:57 we need to learn from them and make the changes that are necessary.
00:54:02 But more importantly, it's the people. For me, it's my people, my team, relationships with my customers.
00:54:09 I have some wonderful customers that have been with me since day one, and they are still coming to us.
00:54:17 And that's really special because they celebrate their birthday with our cakes every year.
00:54:22 That's priceless. Build the relationship with your customers. Build the relationship with your team.
00:54:28 You know, listen to your team, not just your customers. Your team actually have a lot to give to you.
00:54:34 It may only be one person to begin with. It might be your family member that's helping you.
00:54:40 But always, always listen to people. Build those relationships and then meet other bakers.
00:54:50 I mean, actually, I never get to do this. So I'm really enjoying hanging out with these people because I'm learning so much.
00:54:56 You know, they're inspiring me. Of course, we meet to have a good old.
00:55:02 Oh, my God, you can't believe what happened to me this week. But apart from that, like knowing someone like Sue,
00:55:10 she just inspires me, you know, like how she has really, really grown into a business.
00:55:17 No, it's true. I say it now because I love this woman. She's amazing.
00:55:21 She works so hard and she really inspires me. So we have a couple of people that we know and actually.
00:55:31 The cake gang. Yeah, the cake gang. We need to support each other.
00:55:35 You know, like people go, oh, but there's so much competition out there. I'm like, no, no, no.
00:55:40 Don't bother worrying about the competition. Just do what you do the best that you can and support each other.
00:55:47 Like we really need to stick together and, you know, encourage people like I'm not a bombelini person,
00:55:55 but I'm going to go and get some bombelini, you know, like because now I feel like, oh,
00:56:00 I really want to taste these bombelini. But I think it's so, so important to inspire and to have an event like this,
00:56:09 to be able to sit up here with these amazing people and to meet amazing people and share our knowledge.
00:56:17 I don't believe in people not sharing what they've learned because we've learned in 16 years, a lot of very, very hard lessons.
00:56:27 Expensive lessons. But, you know, that's what makes us who we are. It's why we're still here.
00:56:35 So relationships, I guess that's what I wanted. That's my advice is relationships.
00:56:42 Thank you so much. Yeah. Beautiful. And funny, you should say, oh, do you know what happened this week?
00:56:50 Because do you know what our first question is? Our first question from online is when you're feeling down and feel stressful,
00:57:02 how do you manage it? And this is also open to all the panelists. I cry.
00:57:11 Actually, when you're working hard and busy, there's no time to be down. Honestly.
00:57:18 When a customer's birthday is today or their wedding is tomorrow, you want to be down? Who got time to be down?
00:57:24 Like you just, you know, there's two sides, your emotional side and your physical side.
00:57:28 You get yourself two together and then you, but this comes from practice.
00:57:33 If every day, but most of the time, the exhaustion comes once the cake is out the door, then you're like, ah, you know, so I,
00:57:41 so I think, yeah, to the person online, I, I think you overthink the situation.
00:57:49 If you stop worrying about how you feel and start doing the work, all is forgotten.
00:57:58 Other pains will come, but that stress will be like, just have a coffee.
00:58:03 I swear that is cool. Well said. Well said. From my perspective, I think first is to have a good, strong support team.
00:58:13 It could be your family members. It could be your friends. It could be your girlfriend, boyfriend, husband, wife, whoever it may be.
00:58:19 To have a person like just now Debbie was saying, like, you know, last week, you can't believe this happened to me.
00:58:25 That releases some steam. It does. Right. It does.
00:58:29 I think that's one of the things, definitely do it. Stop thinking about it. Just do it.
00:58:35 I think another thing is also for me personally is I try to exercise. I try, I try.
00:58:43 And I try to don't miss my prayers and do a bit of meditation in between.
00:58:49 So I think that sort of calms you down, brings you back to earth and put things into perspective because you realise, right,
00:58:58 when we think all these problems is like, oh my God, I'm going to die because it's all from,
00:59:03 when in actual fact, right, it's just, "Alamak, cupcake tu balik je. You can just send another cupcake.
00:59:10 It's not the end of the world." You know, so that's what I think.
00:59:15 Because when we stop, take a moment, reflect or meditate or pray, whatever it may be,
00:59:21 we are grounded and we put things into perspective because most of the time when, especially,
00:59:28 I'm sure we know that problems stack, you know, oh kena scam, oh kena curi, oh benda kena balik.
00:59:36 And it stacks up. It's all the small things that stacks up and puts so much stress on yourself, right?
00:59:42 And until a point where like, I don't even know what to do anymore.
00:59:46 But I think that's the point when you start, you know, talking to your friends, get more perspective,
00:59:52 spend time with yourself, you know, just stay grounded and pray and/or exercise, you know.
01:00:00 I have a kitchen disco. Sorry? I have a kitchen disco.
01:00:05 No, I'm serious. I'm deadly serious. I have a disco ball in my kitchen.
01:00:11 Wow. No, I do. When I get really stressed, as you say, I actually bake.
01:00:18 I put my disco ball on. I have flashing lights. No, I kid you not. I kid you not.
01:00:23 And I have pumping music. Sometimes I might put on my roller skates.
01:00:29 And I am in my kitchen baking for fun, not customers orders.
01:00:34 But like, because baking for me is also therapy. That's why I do this. I love it.
01:00:40 I never forget that I love baking. I actually, it's my therapy.
01:00:47 So actually, the bigger the stress, the more complicated the bake.
01:00:51 And bread, oh my God, bread is like, I don't even make proper bread.
01:00:56 I just do cinnamon buns. But I have to wait, right?
01:00:59 So in between, while I'm waiting for it to prove, put on my best songs.
01:01:03 And I actually dance in my kitchen.
01:01:06 90s or 80s?
01:01:08 Anything can. Depends. If it's really, really stressful, I might sing too.
01:01:14 So then it'd be 80s.
01:01:16 Wow. Amazing.
01:01:21 I'm a bit crack, yes.
01:01:24 I think we're all crack, right? Somehow. I think that's how we cope.
01:01:29 That's why we do what we do as well. And we love, I think, I don't know about you guys,
01:01:33 but I love what I do. And that's why I'm still here.
01:01:36 Through all the stress, through all the really challenging times,
01:01:41 bottom line is, I like what I do. And I love the people that I do it with.
01:01:51 All right. Thank you so much. That was such a fun discussion.
01:01:55 I love that. And also, I dance as well.
01:01:59 It helps. It helps. Although mine is mostly like 90s R&B, you know, like,
01:02:07 wanna be with you, gotta be with you.
01:02:11 If you know, you know. But on to more of, well, I have a very technical question.
01:02:19 Right. So small question, but technical question.
01:02:25 Someone wants to ask, and this is online question as well.
01:02:29 I just do home baking on a small scale. And it's just as per order and as per request.
01:02:36 Do I need a license to operate for the baking from home?
01:02:40 So I guess we're starting from like home ground.
01:02:44 And yeah, I have no idea what the answer to that question is.
01:02:48 I have a bit of experience on this because I started from home.
01:02:52 So you do not need a license from MBSJ. All right.
01:02:57 But you do need a SSM. Right.
01:03:01 You can start off as an enterprise, which is totally fine.
01:03:04 You don't have to go to St. Amber Heart straight away. So go open up an enterprise.
01:03:08 You do your business until it has grown to a certain level.
01:03:15 Then you are able to open up your shop. Then you need to go for your licensing.
01:03:20 So there's a lot of licensing. Like if you're in Subang, it'll be like MBSJ.
01:03:26 You need to go to them. You need to go to, you know, if you have St. Amber Heart,
01:03:32 then there's a lot more things that you need to do, like your taxation, your audit and whatsoever.
01:03:37 But essentially from home, I did not get a license.
01:03:42 So I'm not sure. I mean, when I was in home, I didn't have a license.
01:03:48 So I don't know really. But I was in court, so I don't know.
01:03:54 Do you need to do a food safety course? Yes.
01:03:57 I think that would be a good idea. A food safety course.
01:04:01 Can I add on? Yes, of course. The typhoid jab as well for home, right?
01:04:06 So just to add a bit of information, I think if you're a small business at home,
01:04:13 please don't think that you'll be a small business forever. Just register yourself.
01:04:18 Why are you thinking about it? Just register.
01:04:22 Because if you're a made-to-order sort of business, eventually you want to have more orders, right?
01:04:28 You want to take corporate orders, right? You want all these things.
01:04:31 You need proper invoicing. You need to be a credible business.
01:04:35 You know, not just like a website address.
01:04:37 So I would say do all the, like, you know, register your company, get your license,
01:04:45 so that you are a more credible business.
01:04:47 Even though you're at home, you are starting now, maybe you just have something small.
01:04:51 But it doesn't hurt to get it all in place first before you begin, you know.
01:04:57 Get the paperwork out of the way. Then you know that, hey, if I want to scale up,
01:05:02 or if I've got a large order and somebody is requesting me to show them my Typhoid Jam and stuff like that,
01:05:07 you've got, I think most larger companies, like, say, like, if you get jobs from, like, Petronas or,
01:05:12 I know this because all my competitors are home bakers.
01:05:16 And we get a lot of papers to fill up. Like, they will send the electable, all sort of papers to fill up,
01:05:21 like, hey, show us your halal ingredients list, show us your, all these things they will request.
01:05:27 So if they're requesting it from me, I'm sure they will request it from the home bakers.
01:05:32 So I do think, just prepare all your documents ready, so when you want to get a big job, you can.
01:05:38 Instead of, like, ah, I don't have, you know. But that comes when you hit that part of the bridge.
01:05:44 But I do think, have it in the beginning first. It's just a little bit of work.
01:05:48 You can Google this one. Yeah, it's not hard.
01:05:51 It's also easier to do when you only have 10 orders or 20 orders.
01:05:54 To do the invoicing, you get to grips with it, right?
01:05:57 And then when it turns into 50, and then when it turns into 100, it's already something that you're used to doing.
01:06:03 So, yeah, I think just get it going.
01:06:07 But also, you want to have a goal, right? You want to set up a business.
01:06:11 So just do it.
01:06:15 Thank you for saying that. We're out of time, but I think what I will say is to,
01:06:20 sorry, Ilyas, I know you wanted to add in, but we are out of time.
01:06:24 I guess if I were to summarise the responses, I would say,
01:06:28 you might be starting small, but do not be afraid to dream big.
01:06:33 Right? And with that, please give all of the panelists a round of applause.
01:06:38 Thank you so much to Debbie, to Sue, and to Ilyas.
01:06:42 We are Anchor Food Professionals, one of the world's leading dairy food service companies
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01:08:24 Alright, without further ado, next up we're going to be talking about digital engagement strategies,
01:08:39 which is the power of content.
01:08:41 Now, we are all familiar with social media as well as marketing as a way to increase exposure,
01:08:47 to reach, attract new customers online, navigating these latest strategies
01:08:52 and also utilising videography, photography, tools for visual, there's a lot, right?
01:08:58 And what we want to know is how business owners can leverage on this existing marketplace of social media
01:09:04 to promote your personal branding, influence consumer purchases and gain partnerships and sponsorships.
01:09:11 So, on this topic, I would like to invite our panel, our members of the panel for the second panel session.
01:09:21 First up is William Seng, a digital content creator.
01:09:31 Next, we have Safiya, manager of Suka Bakeshop.
01:09:36 And last but not least, Mr. Bang, the founder of Bang Bang Sourdough.
01:09:46 Alright, I would like to invite the panellists to sit, chill, relax, make yourself comfortable
01:09:55 and when you're ready, tell us a little bit about yourself so that people in the audience
01:10:01 as well as people at home can get to know you better.
01:10:03 Oh, hi everyone. My name is William and I create content on Instagram and TikTok mainly
01:10:14 and I'm trying to create content on many more different platforms.
01:10:17 And the reason why I'm here today, of course, has to have something to deal with baking and cooking.
01:10:23 Baking is my hobby and filming things, creating content is my passion.
01:10:29 So, I combine my passion and my hobby together. I create baking content on Instagram and TikTok as well.
01:10:37 Alright, thank you. Safiya?
01:10:40 Hi, hello. My name is Safiya. I'm from Suka Bakeshop.
01:10:46 We are a cake shop also in Subang Jaya with SS15, that's correct.
01:10:52 So, we specialise in cakes, desserts and pastries and we've been in the business for almost 12 years.
01:11:01 Thank you for having me.
01:11:04 Thank you, Safiya. And last but not least, Mr. Beng.
01:11:08 Hi, hi everyone. I'm Beng from Bang Bang Sourdough.
01:11:11 So, we are doing bakery business. So, we are the first online bakery, I think.
01:11:18 So, we only do sourdough, focus on sourdough. So, everything do with sourdough, like pastry, bread, that's what we're doing.
01:11:26 Thank you.
01:11:27 Alright, thank you so much for that. And I think let's just dive right in, right?
01:11:32 Let's talk about, it's a content panel, so let's talk about content creation.
01:11:36 So, William, right, there are a lot of businesses out there and owners who struggle to adapt to social media marketing as well as online marketing.
01:11:47 We've heard some earlier in the panel and also I'm sure those at home and those here as well have faced this problem.
01:11:55 So, can you share with us your journey of creating content as well as creating your online brand?
01:12:05 Thank you for the question. So, regarding my journey, I would like to say, compared to a lot of panellists here, everyone here, I'm very new.
01:12:13 I'm very new. Creating content, I've only been doing this for around two years.
01:12:18 And I did this full time around last year, June, when I quit my job as an assistant director.
01:12:26 So, I was a freelance videographer back in MCO and I would film commercial for brands, food, products, skin care, whatsoever.
01:12:35 And I became, I had my internship at a production company, then I moved to one of the Malaysian's top three company.
01:12:43 And I was an assistant director there for around three months.
01:12:46 And that's when I realised, wait, I think I prefer creating content over producing a whole big production.
01:12:54 So, I quit my job, pursued content and I did baking content.
01:13:00 And my content revolves around my life, what I do in my life, which a big part was baking and filming, haircuts, sometimes my life with my couple, with my girlfriend.
01:13:14 And so, these are the content that I do. And baking was a big part because that was the first video that blew up.
01:13:21 And the first video that blew up was me making bomboloni for my girlfriend.
01:13:26 Sugar and I, they do like bomboloni. So, when I first saw the video, I was like, oh wait.
01:13:31 It resonates with me a lot because that was the first time I made food for my girlfriend online.
01:13:37 That's when I posted it. That's when I learned it was bomboloni, not donuts, you know.
01:13:42 So, that was my journey and I kept continuing to create content.
01:13:47 And I've been doing that every day since I quit my job. That's my journey until now.
01:13:52 And I've gained around 1 million followers on Instagram in the past year.
01:13:58 And one thing that I would love to share with a lot of brands who are starting out is that you learn as you go.
01:14:05 When you start, you don't know where you're at. And I believe the panelists just now gave a lot of great advice too.
01:14:11 I would like to share what I learned at the end.
01:14:14 And I think just start without maybe you don't know anything. It's new. It's a new platform.
01:14:21 But it's a new opportunity. It's a really great opportunity for you to expand your brand.
01:14:26 So, one thing that everyone should do without thinking what gear should I use, what should I do, what camera, what do I need?
01:14:33 You have your phone. You start. You choose a platform like what Elias said.
01:14:39 Choose a platform where your target audience is and start there.
01:14:43 And I think that's for me, my target audience were Instagram and TikTok.
01:14:48 So, that's where I chose first. But you can expand in the future as your brand goes.
01:14:53 But start where you want and just start. I think that's something that I can share with this.
01:14:59 Thank you. I think that's really inspiring because I think one of the things that is difficult is just to start.
01:15:05 You're overthinking everything. You just don't know. You're wondering how people are going to view me.
01:15:10 In terms of that part of your journey, could you share a little bit how you overcame that part of it?
01:15:17 So, I really enjoy Sue's work ethic. You could be complained. You could get complained.
01:15:25 You could do all that. There's stress. There's bad comments. There's other people's opinions of yours.
01:15:29 But so what? You got your own ideas. You want to do it. Then just go for it.
01:15:34 If you really want it, if you really do want it, I believe, if you really do want to start your brand, your online business, you wouldn't care.
01:15:43 You would actually just start. But if you are still worried about this, one advice would be that focus on the good, not the bad.
01:15:50 When you start, I believe you have a lot of friends who follow you, right?
01:15:53 Your friends will definitely be the people who support you in the beginning.
01:15:57 As you get more people, there might be haters in the future.
01:16:01 But focus on your friends. Focus on the people who supported you and always listen to them.
01:16:06 Let them be your encouragement to continue instead of focusing on the bad.
01:16:11 Thank you so much. Thank you so much. Yes.
01:16:19 Thank you. And on that note, on changing, I guess, platforms, right?
01:16:27 Safiya, you've had a brick and mortar business for a while.
01:16:32 But how did Sukah, recently you've had to pivot online.
01:16:36 Could you tell us a little bit about that? But also, what was the role of digital engagement in this transition from brick and mortar to an online business?
01:16:47 Right, right. Okay. How we pivot from offline to online, from brick and mortar.
01:16:54 Okay. So when we first started the cafe business, so it's a bakery slash cafe.
01:17:01 A lot of other places were offering more of a restaurant style.
01:17:06 There were very less cafe places, unlike today. Unlike now, it's booming everywhere.
01:17:13 So it was also a time where Instagram just started.
01:17:18 So people were getting used to or they were liking the use of Instagram. They get to show what they do.
01:17:24 They get to show where they go and they get to show what they eat, most importantly.
01:17:29 So how we had to make sure our online presence was there is, first of all, to create an online account.
01:17:40 So we had to make people aware. So how people come to our cafe and we usually inform them that we have an online profile.
01:17:52 So it's either we tell them word of mouth by direct conversation or we have a poster or something that says, like a signage that says, this is our Instagram profile.
01:18:04 This is our Facebook profile. And then how did you incentivize? Were there any incentives to help them?
01:18:15 When we first started, there were not much strategy because people wanted to know.
01:18:21 People wanted to know, they want to follow, they want to show where they're going, what they ordered, what they're having.
01:18:29 So at that time, 12 years ago, there was not much incentive to be given out with their purchase.
01:18:36 Unlike today, where people kind of choose who they follow or choose who they want to support.
01:18:44 So that's how we started back then.
01:18:49 And during the pandemic, there was a pivotal moment where you had to raise up your online engagement.
01:18:56 Yes, definitely during the pandemic, because we had to depend on online orders.
01:19:02 So we did more delivery services other than these major online platforms.
01:19:12 We also had our own deliveries, especially around Subang Jaya.
01:19:20 So most of it is based on WhatsApp conversations and orders. And that's how we get people to follow us on our online pages.
01:19:34 That's interesting. So you used your original customer base and you had a digital way of communicating with your customers.
01:19:42 That is correct.
01:19:43 And that's how you transferred it to...
01:19:45 That is correct. So we were lucky because we had a lot of regular customers and supporters who, before pandemic, regularly come.
01:19:54 So we have their contact numbers as membership.
01:20:00 So this is how we push our products through during the pandemic.
01:20:05 And we were lucky that they weren't just ordering for themselves, but they were also ordering as gifts to friends and families around Clang Valley.
01:20:16 So I guess that original, who supports you, there was a lot of capitalization on that.
01:20:23 Definitely. It kind of comes naturally, especially when it's an online engagement.
01:20:31 So it's organic, you would say.
01:20:33 Organic, yes.
01:20:35 That's beautiful. I remember, because we were talking, some of us we've met earlier for the panel discussion, I remember you're talking about the impact of having a following and where exactly are your customers coming from.
01:20:56 Right. So of course, as a consumer, for example myself, and I look at a restaurant or a cafe or like William, and I'm like, oh my god, look at this following, he's so popular.
01:21:11 And with that, of course, like Bebeng Sourdough, you'll be like, he's new, but he has this number of followers.
01:21:18 As a consumer, of course, you're like, this must be good. His bread must be good. I want to order.
01:21:25 So we had to grow organically from just nothing to, I can say, quite a number.
01:21:37 But sadly enough, so within seven years, we grew organically about 12,000 followers.
01:21:47 But two years ago, somehow we clicked a wrong button. There was a customer who dropped us a text and said, I want to order. And he dropped us a text and said, you need to reformat your Instagram, something like that. Click this link.
01:22:07 So without thinking much, we clicked the link and we got, what's it called? Hacked. We got hacked. Our Instagram got hacked.
01:22:19 So we had to start off from new just two years ago. So now our Instagram is still like a baby stage.
01:22:26 And as William said, creating content and creating a content that gives a big impact, of course, will lead to more followers because it works with the algorithm online.
01:22:36 So it's great to have a great number of followers for a first view of customer, how do you say it?
01:22:48 Following.
01:22:49 Following. The first thing that customer sees is, okay, good number of followers. They must be good. I want them. I want to follow them. I want to buy their products.
01:22:59 Thank you for sharing that. And I want to get back to that, revisit how we moved forward. But before that, Mr. Beng.
01:23:10 So your mission is to make sourdough bread more accessible so that everyone can enjoy it. Can you tell us a little bit about how this mission came to be and what is the importance of having vision in business?
01:23:25 I think this comes back to how I started. I come from a small town where I think five years ago, I couldn't get any sourdough at my hometown. That was during 2019, I think, that time.
01:23:43 So actually it's my wife who started sourdough. I was craving for that. So it caught my interest, like, "Hey, actually, what are you doing every day? Like, things, study, and all that."
01:23:53 So in the end, she gave up. So I learned the word to be a sourdough baker, need patience. So I learned the hard way. So it caught my interest.
01:24:04 Actually, I'm not from a culinary background. I'm an engineer. So something I feel, actually, this thing is quite interesting. What actually you're feeding just flour and water, you create a life there, a bit like a baby.
01:24:16 Actually, this is not bad. So I try it out. I really get into it until today. So sad to say, I'm not a baker, but something caught me the interest.
01:24:26 So I started learning, go to YouTube, reading a lot about sourdough. So that's what made us to think why we want to make a... That's how we start.
01:24:38 I can't get it anywhere. So I do it myself. So now we want to make it accessible to everyone. So we started, I say, ship it online.
01:24:48 So everyone knows where you are, you can get it. And this idea comes with the... We have a friend at what we say, "Always your friend support you."
01:24:57 We have a request from our friend and family in KL, asked us to ship from Kota Bharu to them. And then we try out to ship out using just a normal courier service.
01:25:06 It's amazing, like, four o'clock in the evening, I ship out my first parcel. Seven morning, they receive it. That's how, actually, how the online bakery idea came up.
01:25:17 Yeah, it's amazing. I said, "Hey, six or seven hours, you can receive the parcel from so far away." So that's what made us like, "Okay, seems like quite a good business model."
01:25:27 So we start the business by that. We don't think too much, but, "Hey, actually, this is not bad." But later we will talk about the challenges because of this online business.
01:25:36 But that's how we start. And because of this work, we kind of have not much sourdough to get in our nearby. So now we do some courses.
01:25:46 So somebody, if really cannot, for example, Sabah Sourdough Work, until now, I still can't ship my bread there.
01:25:52 So I do courses for them to... Anyone interested can come to my courses to learn it. And they go back, they can do their own sourdough.
01:26:00 So can give back to the community there. Thank you.
01:26:05 Thank you so much. Wow, okay. I'm loving this. So I'm seeing a trend here, organic growth.
01:26:13 Right, organic growth and consistent organic. I mean, I'm seeing from the inception, from the baby sourdough, right?
01:26:20 But I guess we'll find out a little bit more about the journey that we're going to, as we move forward.
01:26:26 And actually, I kind of want to revisit, go back to William on this whole idea of online content creation.
01:26:35 So food, right, is something that you can smell, that you can touch, that you can see, that you can taste.
01:26:42 But you cannot touch or, I mean, you can touch, you can scroll up, but you cannot really like smell food.
01:26:49 And you can't really, the ambience of food isn't really there when it comes to videos, or it's hard to capture it.
01:26:58 And how do you go about with your background in cinematography and advertising?
01:27:05 How do you, what are the things for creators to look forward to when it comes to capturing that real life essence and transferring it onto your social media videos?
01:27:17 My story might give you the confidence to start. The reason is because I have changed my style of cooking videos three times.
01:27:26 And I've changed it over the past two years of creating this cooking content.
01:27:31 And the reason is because I try to improve, but the direction has always been maybe in the quality, maybe in the way I capture it, the color grading,
01:27:41 trying to implement my videography skills into cooking. And up till now, I've been doing this form, this latest type of cooking video,
01:27:50 and it's receiving the best kind of results, and it's receiving a form of isolation from other types of creators by having my own style.
01:28:00 And it's not using a really good camera. It's not using really high quality lights. That was my second style that I ditched.
01:28:10 And this style was just placing my camera in front with good lighting, just from the sun. Daylight, just one angle from me, one from there.
01:28:20 But one thing that I always try to implement, and I think it's really helpful to everyone, if you are doing cooking videos, baking videos, you're in luck.
01:28:30 The reason is because currently, all the videos that you see online, cooking videos has the highest value.
01:28:36 And it's the most accessible to a lot of people. I can teach you business, but if you're not interested in business, you might swipe.
01:28:44 But everyone eats. Everyone enjoys cooking. Everyone likes to watch cooking. And it's very accessible to everyone.
01:28:50 So as long as you include recipe, as long as you show that I can learn from watching your videos, you get a really big point.
01:29:00 Cooking videos really help. So if you want to start, trust me, if you're already in cooking, just start because it has the highest value to everyone currently.
01:29:14 Thank you so much. And I think the tip about sunlight is really good.
01:29:17 Because when I think about it, if you put any food under super, unless you have the fancy filters, right?
01:29:25 You put it under the white light, it doesn't really quite capture the beauty of the little food.
01:29:31 But the sun though, we've all seen food in the sun and we live in Malaysia, so a lot of sun.
01:29:37 So I think that's also a really tiny thing that I kind of picked it up because maybe after this I want to do my own videos.
01:29:44 Okay, so we have time for a few more questions to the panel. I think I want to direct this one at Safiya.
01:29:56 In terms of the cyber attack that you experienced before, can you share how you mobilised your followers, your real-life followers and how's that affected your digital strategy?
01:30:10 Right, how I mobilised my real-life followers means the customers who actually walk in through our doors.
01:30:16 When we first started the new page, we had to inform everybody that comes in that this is our new page.
01:30:28 If you follow us now, you get incentives, means whatever you purchase today, you follow us now and you get this discount for example.
01:30:37 And perhaps it's not like all the time when we were operating, perhaps it's like specific time when it's a bit more crowded.
01:30:46 So we get more people who are like, okay, I don't think much, I just follow because I want a discount.
01:30:51 That's one and then we also had loyal customers, regular customers who know about our story and we asked them to help inform their friends who are online or offline.
01:31:05 Because the important part is customers try to reach out to you like, hey, I want to order a cake online, right?
01:31:11 But they are dropping a message at the account that got hacked so nobody is responding to it.
01:31:18 So funny thing is they hacked the Instagram account but we can still access the Facebook account that was synchronised.
01:31:28 So we still get messages from customers at the old account.
01:31:34 So we reached out to them directly like, hey, sorry, this is our old account got hacked, please follow us here or just drop us a text at this link.
01:31:41 So far, many people were highlighting that, oh, this is your old page.
01:31:47 Okay, no, this is their new page and they were also posting it online kindly enough.
01:31:52 And maybe because we're just lucky or maybe they just wanted people to know that even cafes, restaurants can get hacked.
01:32:01 It's not just your personal account or like a corporate account that gets hacked.
01:32:07 So it was just for a while, maybe for like six months we did that and after a while, we were not rushing or we're not pushing number of followers anymore because there were other things in business to stress about other than your number of followers.
01:32:25 So we still wanted to, of course, we want to give more on our products and our service so we put focus there and whatever followers that comes, thank you for following us.
01:32:37 But if, because I understand as a customer, as a consumer, not all the time we want to follow a random cafe and not all the followers walk through our cafe.
01:32:48 So, yeah.
01:32:50 Yeah, that's a good point as well. I think especially the last thing that you said as well about not all followers necessarily go to your Instagram or sorry, go to your shop.
01:33:02 And yeah, I think that's interesting. And also thank you so much for talking about cyber attacks.
01:33:09 I think this is something new that we, I think it'll be nice for our audience to also be exposed to, but we're almost out of time.
01:33:18 But before that, before the Q&A, if anybody has any questions, please feel free.
01:33:25 We'll be asking, sourcing them from the audience later.
01:33:28 But before that, sorry, Safiya, I really will try and hopefully maybe somebody, if you want to know more about that, you want to know more about anything, just ask a question.
01:33:37 And then I'll be allowed to ask it again because that time is for you guys.
01:33:42 But yes, Mr. Beng, in your three years of business following the global shutdown during the pandemic, what kind of challenges did you face and continue to face today?
01:33:55 And how do you overcome it?
01:33:57 Thank you. Thank you for the question.
01:33:59 So first of all, when we talk about, we start online.
01:34:03 So again, because we ship all our parcel through courier service, there's something we can't control for the courier service.
01:34:15 Like for example, we use GDAT, CityLink to ship to customer. Sometimes it's lucky, we think like I say, good time, within 24 hours we'll get it.
01:34:22 We all even have like festive season, one week, then the customer come back to me, ask me for refund and all that.
01:34:28 So actually it costs us a lot to do the, how to say, to refund back and a lot of like after sales service, I would say, like after they purchase, they get the parcel, the parcel gone.
01:34:40 A lot of this, like I would say the service part, customer service.
01:34:45 So let us think that how to make these things to solve this problem.
01:34:50 So we look at our database, mainly most of our customer is in Clang Valley.
01:34:55 That's why we take a while to think about it.
01:34:58 And they say, might be we move our production to KL.
01:35:02 That's how we look at the things like we want to solve this problem because of delivery problem.
01:35:08 So we move our production from our hometown to here.
01:35:11 So now we have the solution, not only like just using courier service out of Clang Valley.
01:35:17 We also can use like Lala Move, Grab to deliver to the customer.
01:35:22 That's how we, one of the problem we solve, but it's quite a big move.
01:35:27 I think that's also make us to open up another opportunity.
01:35:31 So Big Bang not only do online business now, we have been shifted to like B2B, supply to cafe.
01:35:39 I think this only can be happen when I move to KL.
01:35:43 And also we supply to Retail Mart like 7E and all that.
01:35:47 That's all because of the move I made during that time.
01:35:50 So, but definitely there's challenges all day now.
01:35:54 Like for example, now we are start online, but because of the, I think it's the customer, consumer behavior have been changing.
01:36:03 Nowadays people won't really like buy things.
01:36:06 Just during pandemic, yes, swap the phone, you see what you would buy.
01:36:10 That's where we had a good time during the pandemic for Big Bang Sourdough online market.
01:36:15 But after we see the trend is going down, so slowly we, a bit different from so far, we moved to offline.
01:36:22 We open some outlet to get people, provide convenient for working cloud to get sandwich or coffee straight away.
01:36:29 So this is something we try to adapt since the customer have been changing the behavior.
01:36:34 So we also try to change to online offline together.
01:36:38 That's how we do it.
01:36:40 Thank you for sharing that.
01:36:41 And I think that's a very interesting insight because a lot of people think that to adapt and to move forward, you have to go online, right?
01:36:47 But sometimes depending on what your customer said or customer behaves, we should move offline.
01:36:54 So thank you so much.
01:36:55 A round of applause for all the panelists.
01:36:58 All right. Thank you for sharing.
01:37:01 Okay. So now we're going to move on to the Q&A session.
01:37:05 So we're going to open preference for those of you who are in the audience.
01:37:10 So if you have any questions, please don't be shy.
01:37:13 Just raise your hand up and then someone will come over with a mic for you to ask your question.
01:37:21 And while you guys decide if you want to ask a question or not and muster up the courage.
01:37:30 Don't worry, we're all friends here.
01:37:33 We do have one question from online, which is, what is your business plan?
01:37:41 Okay.
01:37:44 Okay. So do you have a posting schedule and how do you sync that with your business plan?
01:37:59 I think, yeah, I think the question is open to either one of you.
01:38:04 Yeah, I'll go.
01:38:05 Yes.
01:38:06 So a posting schedule is the most important thing if you are starting your new online presence,
01:38:14 especially for F&B, for food operation.
01:38:19 It's important because you want your customers to know that you are open on day one.
01:38:25 And what are you serving?
01:38:27 And also you want to remind them of what you are serving.
01:38:30 So most of the time I am posting dinner time.
01:38:35 Okay.
01:38:36 Dinner time.
01:38:37 And it's not for dinner time.
01:38:38 Dinner time is for the next day breakfast.
01:38:40 Okay.
01:38:41 When you open the shop.
01:38:42 And then you also in the morning you want to post things about your open orders,
01:38:48 your online open orders or what you have today.
01:38:50 So that one is early in the morning.
01:38:52 So people who are getting ready for work, in traffic, in the train or the bus and they're scrolling like,
01:38:59 oh, okay, they have this today, maybe I should drop by later in the day.
01:39:03 And then so these two are the highlights for a food operation.
01:39:09 After dinner time and also morning, early morning.
01:39:12 And early is like 6 a.m. before you start the day, before people start the day.
01:39:17 So and as for me, I got to know it is a pattern.
01:39:23 I see more views, I see more likes during these times.
01:39:26 And even when people do Instagram live now, usually they'll do it,
01:39:31 especially if it's like a demo or more interactive, engaging thing,
01:39:34 it's night time after dinner because that's where people are just chilling and on their phone.
01:39:41 All right.
01:39:42 Is that usually a 24-hour turning cycle?
01:39:45 Because we hear a lot about this, right?
01:39:47 Like how long before the thing do you need to post it?
01:39:52 Right.
01:39:53 What is your experience with this?
01:39:54 My experience is post every day, especially if you're open every day.
01:39:59 Why?
01:40:00 Because not all your audience will view your page today.
01:40:05 They might view it tomorrow.
01:40:07 And some viewers view your page every day.
01:40:10 And if you don't post something, they might be like, hey, are you not open?
01:40:13 Why are you not posting? I need to know what you have.
01:40:16 So if you can, post every day.
01:40:20 It shows consistency.
01:40:23 All right. Thank you so much.
01:40:25 Mr. Beng, do you have?
01:40:26 Just to add on, I think for me, the IG is more a bit like diary.
01:40:33 I record or just to see how Beng Beng grow from home baker to until today.
01:40:41 It's like a platform for me to show what my audience about how we step by step,
01:40:47 how we do everything, just like an update.
01:40:50 So for me, it's not so many about a fixed schedule.
01:40:54 It's more to like any update I want to update to my audience.
01:40:57 That's how we do it on our IG.
01:40:59 It's a bit like an eye star.
01:41:01 So like video blog.
01:41:02 That's all.
01:41:04 Nice. Thank you.
01:41:06 I guess there are many different approaches to social media.
01:41:11 And we do have one question also related to this in advertising.
01:41:16 But before that, would anyone here love to ask a question and share or maybe share a story or perspective towards the panelists?
01:41:31 Oh, we've got one.
01:41:38 Do we have one?
01:41:43 Cross panel discussion.
01:41:46 All right. No worries then.
01:41:48 It's okay. So we have another one here.
01:41:51 I'm not so sure how to advertise my home baking on social media content.
01:41:59 I just made a YouTube channel and an FB page, but I realized that not many people are responding to me.
01:42:06 Can you please show us or guide us on how to do it the right way?
01:42:10 And is there any good website that I can use to grow my business?
01:42:15 Question mark, exclamation point.
01:42:19 So, yes, let's help this this wonderful person.
01:42:23 And I think this is something I'm going to open to the whole panel.
01:42:27 I think everybody has something to add on to this.
01:42:30 So whoever wants to whoever wants to answer first.
01:42:34 I'll go for this one.
01:42:36 Well, one thing that I think we can all learn from from today, if you're trying to grow your page, you're trying to grow your baking.
01:42:44 You're not actually trying to get views.
01:42:46 You're trying to get people to follow you.
01:42:48 The more people that follow you, the more consistent views you'll get.
01:42:51 And I think we can all learn from different panels here with different skills and methods that they have applied.
01:42:58 For example, the work ethic of Sophia and Sue posting every day.
01:43:02 That's one thing that you should do right away.
01:43:04 Posting every day. And if there is hate comments, whatever, deal with it.
01:43:08 But you got to work. You are your own boss.
01:43:11 You control your own page now.
01:43:13 So you got to post every day.
01:43:15 And while you're posting every day, you got to have a brand message.
01:43:18 You got to have something that you keep true to yourself for a very long term that you see along the way.
01:43:24 Like Liza and Bang, you guys have your own story of why you started this out.
01:43:29 And you guys, you pin this on the top of your page to introduce your story and you keep it true with yourself.
01:43:36 You know, creating a happier place for people with your baking.
01:43:39 And of course, at the same time, adapting like what you said, adapting to your followers and improve.
01:43:46 So when people come in, they give you a suggestion.
01:43:48 Listen to them and improve your page along with their suggestions.
01:43:52 And while they come and as you keep growing because you work so hard and you keep improving,
01:43:57 you have to appreciate, you know, like what Debbie said, you write letters to your team.
01:44:02 And I think not just to your team, appreciate the people who support you and especially your audience and customers.
01:44:08 And as you do this long term, whether it's 10 people in the beginning, you treat people this way.
01:44:14 You treat your page with this kind of ethic, 100 people, 100K, maybe 1 million in the future.
01:44:21 You keep doing this, you only keep growing and you only keep doing better.
01:44:24 I think it's your work ethic and the way you do this.
01:44:27 There is no way to advertise, but if you keep promoting, page is free.
01:44:33 Just keep doing and keep working in a positive attitude.
01:44:36 I think that's where you'll get to your biggest potential.
01:44:40 Thank you so much, William.
01:44:42 Sophia, Bang Bang?
01:44:44 For an online page that can help with your order, I say easiest and quite generic is of course GrabFood and Foodpanda and BeepIt.
01:44:54 But if you're doing more on a pre-order basis, you can try OddleLink, Oddle.me, Oddle Eats.
01:45:03 They're pretty helpful and quite user-friendly and also affordable.
01:45:08 So you can check that out.
01:45:11 But of course, there are more than these major players and you need to find one that fits you well and your demographics or your area well.
01:45:21 Thank you so much, Sophia.
01:45:22 Mr. Bang, last but not least, Mr. Bang, before we go.
01:45:26 I think it's good to put your face on the video.
01:45:33 I think first of all, it's not just to get people's attention, but mainly it's the trust.
01:45:39 I think most people want to know behind the screen.
01:45:43 For example, I'm nobody. Who wants to buy from me?
01:45:46 If you put your face, at least I know if anything goes bad, I can find this guy to get the thing back.
01:45:51 So I think that's how I start.
01:45:53 I'm not really good at speaking anything or public speaking, but I know if I'm in the market, a competitive market,
01:46:01 I need to put my face to let people know this is the guy who gives me a bad thing or a good thing.
01:46:06 So whether it's good or bad, you are the one who is really responsible for that.
01:46:11 That's how I say, don't worry too much about whether you are good-looking or not good-looking.
01:46:15 Go ahead, just do whatever you want to do.
01:46:18 I think people will trust it.
01:46:19 I mean, mainly it's the trust.
01:46:21 Yes, trust. Thank you.
01:46:23 And I would like to thank you so much to all our fantastic panelists, to William, to Sophia and to Bang.
01:46:29 We're going to have a short break, but then after this, we will have our cooking demonstration with our celebrity chef.
01:46:38 Alright.
01:46:39 [Music]
01:47:08 [Music]
01:47:36 [Music]
01:48:05 [Music]
01:48:32 Alright, everyone, we're back. Thank you so much.
01:48:36 Today, we're going to be having our cooking demonstration.
01:48:40 And for this last session, we're going to have a demo by Chef Firoz as well as Ily Sulayman, our celebrity guest of appearance.
01:48:49 I'm just going to leave it.
01:48:50 Thank you.
01:48:51 Thank you.
01:48:53 I'm not cooking today, by the way, guys.
01:48:55 Okay, you can switch.
01:48:56 I am.
01:48:57 Wait, wait.
01:48:58 No, today I'm not cooking. Today is my day off.
01:49:01 Chef is going to walk us through what we're making.
01:49:04 Okay, guys.
01:49:06 Thank you for the awesome, just all the awesome, wonderful speakers.
01:49:10 Very inspiring, motivation, so impactful and powerful speech.
01:49:15 Yeah.
01:49:16 So, but now, today, I'm not cooking any bomboloni, no cupcakes, no cakes, no stuff.
01:49:24 I'm going to start by doing something different, simple, just to show you how to assemble a simple thing, what you can do with our product.
01:49:31 My name is Chef Firoz.
01:49:33 I'm the advisor chef for Anchor Food Professional for Malaysia and Brunei.
01:49:37 So, let me explain.
01:49:39 So, the wonders of our product, what we can do other than cake, cupcakes, using our Anchor cream cheese, our Anchor butter, salted or unsalted.
01:49:49 We have our different range of creams.
01:49:52 This is the cooking cream version.
01:49:55 This is our best-selling Anchor XTRAYIL cooking cream.
01:49:58 This cream, if you guys, for people that are doing bakery and pastry, you might be seeing this one the first time.
01:50:07 This one is actually a very robust cream that is mainly for hot cooking.
01:50:14 It doesn't just robust, I mean to say that this one, you can make apple, you can make chicken pie, you can make things that it doesn't split or curdles easily.
01:50:26 Even this product is regeneration stable, means that after you cook for a big production, for example, you, you have a factory, right?
01:50:34 Not yet.
01:50:36 Why you tell people?
01:50:38 Not yet, not yet.
01:50:39 Inshallah, one day, yes.
01:50:41 So, you, this product, for example, you make soups.
01:50:46 We are trained as a chef, okay?
01:50:48 We make, let's say, mushroom soup, you put the merepoix, leek, celery, onion, things like that.
01:50:53 You cook, then you…
01:50:55 Then you cook, and then?
01:50:58 Then?
01:50:59 Okay, I need two speakers.
01:51:01 Okay, then you blend.
01:51:03 After you blend, okay, you, we, as a chef, we will put inside packaging and then we freeze it.
01:51:09 We don't put the cream first.
01:51:11 But using our Anchor S Rayu cooking cream, with the new technology, okay, you minimize the work whereby you cook the thing, you blend together with the seasoning, you add in the cream, then you freeze it.
01:51:27 So, it doesn't split?
01:51:28 It doesn't split.
01:51:29 That's why we call it regeneration stable.
01:51:31 So, it means that you cook, you freeze, you defrost, you reheat.
01:51:37 Okay, so this is really good for like mom hacks.
01:51:40 So, you make a lasagna, you use the bechamel, you can freeze it, make a big batch, freeze it, and then…
01:51:46 Oh, then we take back, okay.
01:51:48 And then you can, you know, the lasagna tastes like you just made it, but actually it's a mom hack, you have it in the freezer, correct?
01:51:55 Yes, yes.
01:51:56 I like this.
01:51:57 Even this cream is so stable, it doesn't split or curdle even I add in lemon juice.
01:52:03 Even you can simply make a sour cream using this one.
01:52:07 You don't have to purchase sour cream on the store, you can make it.
01:52:12 Even now also I can tell you the recipe.
01:52:14 One…
01:52:15 Okay, now, wait, wait.
01:52:16 I want to know.
01:52:18 Wait, wait, wait.
01:52:19 I don't have any speech, I think I talk live.
01:52:22 Ah, you can, yeah, yeah.
01:52:23 Okay, throw 100 gram of Anchor S Rayu plus 10%, that is 10 gram of lemon juice.
01:52:29 Then you stir, stir, stir, become sour cream.
01:52:32 The shelf life of the sour cream after you make it, inside the chiller, don't put ambient, yeah.
01:52:37 This is full dairy, Anchor is full dairy.
01:52:40 Okay, so put inside the chiller, lasts up to three days.
01:52:44 Oh, nice.
01:52:45 Okay, you can add in avocado, you can add in capers, you can add in whatever, you can blend in salmon, you can do dips.
01:52:52 Put in eggs.
01:52:53 Okay.
01:52:54 Sedap juga.
01:52:55 We have other product, we have Anchor cream cheese, okay, new formulation that is soft and better, creamy and delicious.
01:53:03 Okay, so enough talking about that.
01:53:05 Okay, so if you see here, there's so many ingredients.
01:53:09 Yes, so many hard work here.
01:53:11 Yeah, so many hard work.
01:53:12 You've already done all of it.
01:53:14 You sliced some onion, there's like some smoked salmon here, is this smoked duck or beef?
01:53:19 This is pastrami.
01:53:21 Pastrami.
01:53:22 And then you've got pineapple, there's a whole load of stuff here that I was really tempted to like makan.
01:53:28 You got your chance later, be patient.
01:53:30 I'm so hungry now, my stomach now got sound.
01:53:33 And because it's so cold in here, I feel like everyone is like I need something to put in my mouth.
01:53:38 Not because I'm nervous, because it's extremely cold, like freezer, not chiller.
01:53:42 Yeah, it's okay.
01:53:44 So what are we making first?
01:53:45 Okay, first is called open face sandwich, okay.
01:53:49 Okay, the recipe for people that are on live, alright, you can see on the bottom part of the comments, we will add in the recipe there.
01:54:01 Okay, so the recipe there is very easy, using our anchor cream cheese, then we add in mayonnaise, seasoning, of course,
01:54:08 mix together with our anchor extra-virgin cooking cream.
01:54:11 Okay, so the first-
01:54:13 And that's just to add to the creaminess of it, right?
01:54:15 Yes, this one is spreadable.
01:54:18 You can use for sandwiches, you can use for dipping, okay.
01:54:23 So this is very easy, you can- I know you tried just now.
01:54:26 It's delicious.
01:54:27 Yeah, I was just about to, that's not fair.
01:54:31 Okay, you can use for sandwiches.
01:54:34 Open sandwich, this one I just ready toast, so I don't do any cooking here, just assembly.
01:54:41 Okay, so you got the chance to eat later, okay.
01:54:44 So I make, there's so many variety of toppings here, you can mix and match.
01:54:48 Okay, so I do four.
01:54:50 Okay.
01:54:51 You choose flavor, what flavor you like.
01:54:53 Oh, I mean, because it's cream cheese, open face, I'm going to go with smoked salmon.
01:54:57 Okay, remember, for this one, I put the-
01:55:01 So what's in there? So what herbs and spices do you have in this?
01:55:04 This one I put basil inside, I go for parsley.
01:55:07 The ingredients and herbs is up to you.
01:55:10 But inside the recipe, I stated there.
01:55:12 Okay, if you want to put herb, basil, parsley, even thyme, okay.
01:55:19 So this is good for people who have cafes and you don't want to think about having to create a spread every day, right, Chef?
01:55:27 So it's like you can do this in advance, like how long would this keep if you were, say, a cafe?
01:55:35 This one?
01:55:36 Inside the chiller, three days.
01:55:37 Okay, so three days. So actually you can just make a batch and then you could put it in your fridge and every time somebody comes,
01:55:44 orders a fresh sandwich, you have this amazing spread that you can use on your sandwiches.
01:55:48 So we're just giving you some ideas, right, on how you could utilize Angkor products into your cafes or give different offerings.
01:55:56 I know there's a lot of, you know, bakers and stuff here, but sometimes having some savory with the sweet really diversifies your product range.
01:56:06 Coming from a food delivery person and also a business person, it's always good to have options and be flexible.
01:56:14 So sometimes sweet and salty really goes really well.
01:56:17 Okay, you talk first. I need to finish. I got 10 minutes. I got warning just now. 10 minutes.
01:56:23 10 minutes, so Chef was like, 10 minutes, okay. 10 minutes, right? 10 minutes is like one hour.
01:56:28 Usually, when I do demo, I can talk for hours.
01:56:30 Same here.
01:56:31 But I got warning just now.
01:56:33 I got warning just now. Lovely.
01:56:36 So I think it's all about delivery, right, when it comes to diversifying.
01:56:41 And I think when it comes to business, and we heard the panel talk about how you need to pivot and change,
01:56:48 but also be true to yourself, it's really understanding your customer range.
01:56:53 I had so many burning questions to ask them, but then I didn't get a chance to ask.
01:56:59 But you know, Chef, working with anchor, right? Working with anchor.
01:57:04 Anchoring.
01:57:05 You've been with anchor for how long?
01:57:06 Not that long. I think 12 years.
01:57:10 Not that long. 12 years.
01:57:11 21 days.
01:57:13 21 days. How many hours?
01:57:16 So I think you understand when it comes to produce, right, especially when you're running a business, it has to be consistent.
01:57:24 Yes.
01:57:25 So you know that you can rely on the products, right?
01:57:27 You need a consistent product and also quality product.
01:57:29 Yeah. So are you in charge of making sure that the product is up to par?
01:57:34 What we do as a chef, I develop recipe products.
01:57:38 Okay, what we do in Anchor Food Professional, we don't just sell product.
01:57:41 We also provide technical support.
01:57:43 We have four chefs, okay?
01:57:45 We have pastry chef, we have cooking chef.
01:57:47 We go to the market.
01:57:49 We provide customer with a solution.
01:57:52 Okay, so if I am a business person and I want to go –
01:57:54 You are, right?
01:57:55 Yeah, I am.
01:57:56 So I'm just asking for personal benefit, but you guys also get it.
01:57:59 So if I say, you know, I want to expand my food menu and I need some consultancy on, you know, is that something that Anchor provides?
01:58:07 Can.
01:58:08 Okay, good. There you go. So you can actually speak to one of the representatives today.
01:58:12 If you want to use Anchor into your products, they will be able to help and consult you on your menu and the product offerings.
01:58:19 Is that correct? And maybe give a discount?
01:58:21 Maybe?
01:58:22 Discount? We have the marketing people over there.
01:58:24 There, got thumbs up from the big boss, guys.
01:58:26 Okay, so please find who the Anchor people are.
01:58:28 Please put your hands up.
01:58:31 Hands up, there, there, there.
01:58:32 There, we got one person there.
01:58:34 So, yes, please divert your questions to them.
01:58:38 Because I think it is really important for us to find suppliers that are consistent.
01:58:42 Is that correct?
01:58:43 Correct, correct.
01:58:44 Because, you know, we are so busy with the actual doing of, you know, recipe creation, building businesses,
01:58:52 marketing, finance and all this.
01:58:55 Sometimes we just want our suppliers to supply good products.
01:58:58 That's it. That's that one job.
01:59:00 And sometimes it's about relationship building as well, right?
01:59:03 Learning new products that you have.
01:59:06 Like, I didn't know that, you know, your new cooking cream is super stable.
01:59:10 I'm so excited to test out the recipe now.
01:59:14 Okay, one more thing.
01:59:15 If they say, for need for speed, for hours that usually for peak hours, they only have one hour.
01:59:21 I will anchor a slightly cooking cream after we prepare all the ingredients on the side.
01:59:25 A plate of pasta requires only around, if I cook, depending on the flame as well,
01:59:31 it's around 1 minute 30 seconds versus other competitors around 3 to 4 minutes plus.
01:59:36 We can do side by side match if you don't trust me.
01:59:39 Okay, your brand versus mine.
01:59:41 Okay, that's just how complicated I am.
01:59:43 Challenge accepted, chef.
01:59:47 Sorry, I'm crossing my arms because I'm very cold, guys.
01:59:49 It's not because I'm nervous.
01:59:51 I'm not nervous here.
01:59:52 Zero nervous.
01:59:53 The light is like not enough.
01:59:54 Extremely cold here.
01:59:56 It is not like freezer. It's chillier. It's like freezer, you know.
02:00:00 We feel like we're in the chiller. We are the cream right now.
02:00:03 So, okay.
02:00:05 So, that's good to know.
02:00:06 And in terms of like the fat content, I think that's also quite interesting for your cooking cream.
02:00:11 Because I know there's a lot of bakers here.
02:00:13 That changes.
02:00:15 So, can you explain a little bit about the fat content that is used in the anchor products?
02:00:19 In our anchor cream product, we have range.
02:00:23 Even the cream cheese and the butter as well. I want to know.
02:00:25 Regarding, I can give you the product.
02:00:28 No, you tell me.
02:00:29 It's okay. It's just a conversation, chef.
02:00:31 You do, I talk.
02:00:33 For example, like the cooking cream. I'm more interested in talking about this one.
02:00:36 He's very excited about the cooking cream.
02:00:38 This is our best selling. Because why?
02:00:42 Okay, you guys are business owners, right?
02:00:44 Let me tell you the secret that your chef didn't tell you.
02:00:50 Okay?
02:00:51 Okay, usually, within three hours, if you use a different brand of cream.
02:00:56 I got five minutes. Okay, I'm not dead.
02:00:58 Okay?
02:01:00 Okay?
02:01:01 When you cook certain pasta or what, if you, okay, the chef, if they burn the cream.
02:01:06 Okay?
02:01:07 If you just split or cut the cream, they will not tell the owner.
02:01:11 They go down the drain.
02:01:13 They will throw it, basically.
02:01:15 At the end of the month, you say the cost is very high, cost is very high.
02:01:18 You don't know where's the thing that makes the cost high.
02:01:22 But this one, it doesn't split. It doesn't curdle.
02:01:25 It saves you gas. Cooks fast.
02:01:28 Okay, that's why this is the best cream.
02:01:30 Okay?
02:01:31 This one, it also doesn't burn easily on the pan.
02:01:34 Okay?
02:01:35 Consider like 99% error-free.
02:01:39 It's robust.
02:01:40 That's why it's easy for customers that, especially for central business,
02:01:45 central production, this one is much more suitable.
02:01:48 Okay?
02:01:49 What about the butter and the cream cheese as well?
02:01:53 We have unsalted, we have salted butter.
02:01:56 Okay, even we have the newly launched Anchor Butter Blend.
02:02:00 Okay?
02:02:01 Which is?
02:02:02 Which is Anchor Butter Blend.
02:02:03 Okay.
02:02:04 It's like trying to pry out like secrets, you know.
02:02:09 If you want samples, I can provide you samples.
02:02:12 Okay.
02:02:13 To everybody?
02:02:14 You got my name card.
02:02:15 Oh, just to me?
02:02:16 Just to you, yeah.
02:02:17 Just to me.
02:02:18 Okay, so this is the first recipe.
02:02:20 Okay, first recipe, this one.
02:02:21 Second one should be easy.
02:02:23 Wow, look at that. It's so beautiful.
02:02:26 I want to make it much more prettier, but you save me 10 minutes, 5 minutes.
02:02:31 I'm not stressed because of the demo.
02:02:34 I'm stressed because of the timing.
02:02:36 Aren't we all?
02:02:37 Aren't we all? Always in the kitchen, it's like fire.
02:02:39 Cepat, cepat, cepat, cepat.
02:02:41 Okay, this is really pretty.
02:02:43 First one, okay.
02:02:44 Second one, very easy.
02:02:45 The second one is called Butter Toasted, okay?
02:02:51 With Avocado Spread.
02:02:52 Avocado.
02:02:53 It's actually something similar recipe, but I'm adding avocado here.
02:02:57 Okay.
02:02:58 Is this fresh avocado or?
02:02:59 Fresh.
02:03:00 Fresh, okay.
02:03:01 Is it nice?
02:03:02 It is absolutely delicious and I cannot wait to taste it.
02:03:05 So you can either eat it with toasted bread.
02:03:08 Of course, the bread being toasted with?
02:03:11 Anchor Butter.
02:03:12 Of course.
02:03:13 Anchor, anchor, anchor.
02:03:14 Oh, Anchor Butter.
02:03:15 Anchor Butter, okay?
02:03:16 Sorry.
02:03:17 Cool, Anchor Butter.
02:03:18 Then, this one, also you can serve it together with nachos.
02:03:20 Oh, this is perfect for like a charcuterie board for, you know, Christmas is coming up,
02:03:25 end of year parties, like get-togethers, office.
02:03:28 I love a good charcuterie board.
02:03:30 So these are really good products to have.
02:03:32 And you can just like put all the, he's got cute cucumber slices.
02:03:36 I got, yeah.
02:03:37 And then nachos and all sorts of stuff.
02:03:39 So, perfect.
02:03:41 This is, okay, example, you have all the dippings or spread ready.
02:03:45 You need to have all the ingredients on the side.
02:03:48 Yeah.
02:03:49 You can serve to your customer within five minutes like that.
02:03:51 Yeah.
02:03:52 Even this one, you can do delivery as well.
02:03:54 Okay.
02:03:55 Yeah.
02:03:56 I think this would do really well if you do it like, you know, a set of like 12 open sandwiches.
02:04:01 It is very stable, you see.
02:04:03 What's the cost like?
02:04:05 Sorry, to put you on the spot.
02:04:07 Okay, never mind, forget about that.
02:04:09 Let's move on to the next question.
02:04:11 Do you have any questions?
02:04:12 Yeah, any question on the floor?
02:04:14 Yes.
02:04:15 Okay, good.
02:04:16 Are we good for time?
02:04:17 Yeah, okay, perfect.
02:04:19 We have a question from the audience.
02:04:20 Oh, we have a question over there.
02:04:21 Hi.
02:04:22 Once you open the cream.
02:04:29 Okay, this is a...
02:04:31 Okay, once you open the cooking cream, how long can you keep it?
02:04:35 That's the question.
02:04:36 There's a few things that makes the cream spoils, okay?
02:04:40 Not just the expiry date.
02:04:41 Okay, first things first, you need to have a good and quality chiller.
02:04:45 Your chiller doesn't fluctuate so much.
02:04:48 The ideal temperature for chiller, one minute, one minute, okay.
02:04:52 So, ideal temperature for that would be two to four Celsius, okay.
02:04:56 So, advisable from company, once you open, okay, you store inside chiller up to three days.
02:05:05 Advise from company.
02:05:07 Understand?
02:05:08 You mean that?
02:05:09 Let me rephrase again.
02:05:11 Advise from company, three days.
02:05:13 Once you open, you put inside chiller.
02:05:15 Do not freeze, okay.
02:05:17 Yeah, never freeze cream.
02:05:18 Never freeze cream.
02:05:19 Okay, one more tip.
02:05:20 If you have cheese like mozzarella, cheddar, don't put together with petai, durian, because dairy product...
02:05:29 Absorbs.
02:05:30 You are right.
02:05:31 Then you open, why it tastes like durian?
02:05:34 Why my lasagna tastes like durian?
02:05:36 How come my mozzarella tastes like durian crab?
02:05:38 Who put durian in the fridge?
02:05:40 Did I answer your question?
02:05:41 Yeah.
02:05:42 Okay, awesome.
02:05:43 So, if you don't open it, then you can add it to your scrambled eggs or your coffee or your tea.
02:05:48 One more thing, because I love this one so much.
02:05:50 I got 30 seconds, right?
02:05:51 Okay, this one, you can replace santan.
02:05:54 You can make nasi lemak.
02:05:56 I was just about to say that.
02:05:57 Tapi, I takut, I kena marah.
02:05:58 You can make melek kueh.
02:06:00 Anything can be replaced.
02:06:02 Yes.
02:06:03 Okay, for example, if you make nasi lemak, you can make it much moist.
02:06:06 The sialislah will last longer.
02:06:09 If you make like seri muka, usually the surface hardens.
02:06:12 Yes.
02:06:13 This one will reduce the hardness.
02:06:15 Oh, interesting.
02:06:17 That's better.
02:06:18 Yeah, perfect.
02:06:19 Okay, are we good for time?
02:06:21 Time's up.
02:06:22 Oh, there's one more question.
02:06:24 Can we take one more question?
02:06:26 Can we take one more question?
02:06:28 This is for, yes, this is one litre size for food service.
02:06:31 For business to business, so one litre?
02:06:33 Yeah, one litre.
02:06:34 The only size we have.
02:06:35 Okay.
02:06:36 Butter?
02:06:37 Butter, we have five kilos.
02:06:39 How many kilos you want?
02:06:40 Many, many.
02:06:41 No, I don't need.
02:06:42 I'll pass it.
02:06:43 Later, I take the order.
02:06:44 I got the salesperson here.
02:06:45 Oh, yeah.
02:06:46 I got marketing, I got director.
02:06:47 All right, cool.
02:06:48 I think we're good.
02:06:49 Yeah.
02:06:50 Oh, there's one more question.
02:06:51 Can we take one more?
02:06:52 Yes?
02:06:53 What's the substitute for double cream?
02:06:54 You can use our whipping cream also, can?
02:06:55 Whipping cream, anchor whipping cream.
02:06:56 We have anchor whipping cream, we have anchor classic whipping cream, that one for pastry.
02:06:57 We have anchor culinary cream, we have anchor extra yield.
02:06:58 So is this fresh or UHT?
02:06:59 UHT.
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02:07:05 So, is this fresh or UHT?
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