A passion for premium quality is at the heart of Perth’s renowned Pinjarra Bakery chain. CEO Jodie Pantaleo explains how an appreciation for the best started at home.

“It was instilled in us; Dad was always such a perfectionist and we’ve always built on our parents’ values. We don’t know any other way,” Jodie says.

Her brother Daniel, responsible for tech and franchise management at the second-generation business, echoes the sentiment.

“It comes back to our Italian heritage which at its heart has a philosophy of quality, there’s no skipping corners! My grandmother never learned to read or write, but her cooking was incredible. She always cooked by look, feel, and taste. So we grew up never expecting anything but the best,” Daniel says.

High standards

Today the Pinjarra Bakery philosophy follows those high standards, in everything from ingredients to supplier relationships and customer service.

“It drives our philosophy for new recipes,” explains Daniel. “We do things that go beyond a traditional pastry shop because we are curious about flavours.”

It’s inevitable that with food and family at the heart of Italian culture, the Pantaleo family continue to translate this into their business.

“It’s a fine line between shaking things up and honouring where we’ve come from,” says Jodie. “We’re here to keep pushing the limits and staying ahead of the curve as we continue to grow.”

The challenge is matching the needs of the brand’s most loyal customers who love their favourites with the demands of a niche customer group seeking innovation.

The three Pantaleo siblings (Paul heads up the baking division) see the magic mix as a blend of nostalgia and culinary adventure. It’s about responding to new tastes and trends and translating a cultural vibe into pies and pastries, like the hugely popular Bacon Double Cheeseburger Pie.

Managing costs

And while a taste for top quality is the benchmark at Pinjarra Bakery, the business is also committed to helping franchisees manage their business costs and efficiencies – starting with a comprehensive franchisee training program.

Monitoring production processes and costs is also part of the equation, whether adjusting recipes or investing in equipment.

The business has recently invested in energy-efficient ovens and freezers and a substantial new production facility is set to open that will deliver Pinjarra Bakery greater buying power and the capacity to drive costs down by buying in bulk.

Daniel believes this development will be a gamechanger for the chain.

“This will lower our overheads and help us deliver even better products,” he says. “There’s only so much customers will pay for a coffee or a pie, so it’s up to us to find ways to reduce costs—without ever compromising on quality,” he adds.

Supply chain

A laser focus on quality keeps the supply chain local as the family continues the tradition of working with local, like-minded businesses. Some continue to deliver fresh produce after 27 years of working with the Pantaleo family.

Jodie says it comes down to building strong relationships over time.

“We value relationships, service, and quality above all else. Price matters, but it’s not the be-all and end-all,” she says. “For example, we’d never choose just any beef supplier. We work with local suppliers who take their craft as seriously as we do. You can’t put a price on that kind of experience, dedication, or the strength of those relationships.”

The Pinjarra Bakery’s local approach gives the brand an edge because customers are increasingly interested in ingredient provenance.

“Our marketing subtly weaves the story of our product sourcing into the brand narrative,” says Jodie. “This not only elevates our brand in the eyes of our customers, but it also makes them proud to eat local and support local businesses.”

She also believes that while top-quality products will always attract new customers, exceptional customer service brings them back.

Customer service

“At Pinjarra Bakery, we put our customers first by building rapport and sharing a moment.” she says.

Bakery employees are trained in how to greet customers and upsell products and encouraged to be brand ambassadors.

“We know exactly what business we’re in,” says Jodie. “We train our staff to make every customer feel amazing. Whether they come in for a pie or a coffee, our goal is for them to leave with a smile.”

Jodie believes Pinjarra’s rewards program helps the team build relationships.

“We have a high percentage of loyal customers, which is a testament to our team—this business is all about people. It’s about getting to know our customers, their preferences, and even what’s happening in their lives.

“I hire for personality because tasks can be taught. When someone brings great energy and has that twinkle in their eye, I know they’ll be fantastic with customers,” Jodie says.

And it’s the same approach with franchisees. “An easy-going conversation with potential franchisees is a sign the relationship will flourish,” she adds.

Pinjarra Bakery was founded nearly 30 years ago on a love of quality; the next generation is passionate about continuing this with its premium approach to business – from supporting first class franchisees to serving the finest food.