At just 22 years old, Hannah Penfold bought and renovated a run-down café in coastal Western Australia. Describing herself as an “impatient doer,” she purchased the café on impulse, Googled her way through the setup, and opened the doors just seven weeks later. From the start, Hannah’s vision wasn’t just to sell coffee, but to create a welcoming space where people feel at home: Poppy & Pip Café.
The café’s name pays homage to Hannah’s two dachshunds, Poppy and Pip, who have become icons of the brand. The focus on community includes not only the café’s customers, but the local eggs used in their pastries and the coffee they serve, which is roasted less than 10 miles away. Over the past two years, Hannah has transformed the café into a thriving hub of connection and creativity, where she hopes to have a positive influence on how her community interacts.
The Role of Digital Payments
Digital payments are central to every aspect of Poppy & Pip’s operations. “We wouldn’t be able to function as a business without Square,” says Hannah. “It touches every part of what we do.” The digital payment platform Square powers everything from the till, gift cards, and contactless payments to online ordering, event ticketing, and Afterpay integration. Payment links allow sales to happen even when customers aren’t physically present, allowing flexibility for Hannah and her customers.
This flexibility proved critical when Hannah chose to expand to a second location at the local airport, Poppy and Pip “On the Fly.” Hannah has found digital technologies to be instrumental in this expansion. “I can manage both sites from my laptop or phone. I don’t have to be in two places at once.”
Overcoming Barriers
In Australia, policy frictions have added challenges for Poppy & Pip. New rules mandating businesses to display Electronic Funds Transfer at Point of Sale (EFTPOS) surcharges has caused pushback, reducing online transactions and pushing some customers back to cash. “Policy shifts on surcharges hurt small businesses while confusing customers,” explains Hannah. The law has changed how surcharge prices are charged and communicated, which has caused confusion from the café’s patrons and required the café to change their displays and prices.
In continuing to serve the entire community, there has also been a generational adoption gap. With older customers preferring cash, Poppy & Pip needs to maintain their hybrid systems.
Despite these challenges, Poppy & Pip is growing. Not only are they now serving their community and welcoming visitors at the airport, but an expansion into online retail and new branded merchandise have presented opportunities to reach a supportive audience beyond Western Australia. “Digital payments make growth possible,” Hannah says, “they remove the barriers for a small operator like me.” Through the power of digital systems, Hannah has also started offering events including workshops and collaborations with local authors and artisans.
