Company Description – Founded in 2021 by Chef Michael Lam and Eric Chow, Good Behaviour is a Toronto-based small-batch custard ice cream and sandwich shop that has grown from a passion project into a beloved local brand. With three permanent locations and seasonal pop-ups across Ontario, the business is recognized for its inventive menu, premium ingredients, and strong community involvement through partnerships with local businesses, schools, hospitals, and charitable organizations.

Project Description – Through the Retail Modernization Project Grant (RMPG), Good Behaviour upgraded its Square POS systems, implemented a centralized delivery management platform, and introduced dedicated digital workstations to support operations. These improvements have increased transaction reliability, streamlined online order management, enhanced inventory and sales reporting, and created more consistent workflows across permanent locations and seasonal pop-ups.

The delivery management system has consolidated orders from multiple third-party platforms into a single interface, reducing manual coordination and improving the team’s ability to manage growing digital order volumes while maintaining service quality. The upgraded POS infrastructure has also improved service speed during peak periods and provided stronger visibility into sales trends and operational performance.

Project Impact – The project has strengthened internal operations by providing employees with reliable access to essential digital tools for scheduling, training, communications, and business management. This has improved digital accessibility, supported employee development, and reduced reliance on personal devices for business activities.

As a result, Good Behaviour has created two new jobs, retained two existing positions, and seen savings of approximately 20 labour hours per week across all locations with the implementation of the new delivery order aggregator/management software. Employees can now focus more on customer service, food preparation, and delivering the high-quality experience the brand is known for. By investing in scalable digital infrastructure, Good Behaviour has strengthened its ability to grow while contributing to Ontario’s independent hospitality sector.