Special Feature
only provide initial training and advice, but will stay on hand to help the franchisee realise the full potential of their business. And of course, where the initial investment is higher, the potential returns are higher too. Below, four successful high-investment franchisees share their stories and insights into their working lives and daily routines, to help inspire and illuminate those interested in embarking on this franchising adventure.
Kall Kwik
Dianne Thomson is a Kall Kwik franchisee in Romford. She has been a franchisee since 1990. Her team is headed by her daughter Sorcha who now runs the centre after working in other Kall Kwik centres in Stockport and The Strand.
What did you do before franchising? I was a fashion store manager.
Why this sector?
At the time that I decided on franchising in this sector, which was 1989, it seemed to be advancing at a great pace.
Did you have any reservations at first? Yes of course I did, mostly because we had never been in business before on our own.
How did you overcome these obstacles? You have to remind yourself that you’ve borrowed money to do the venture, so you believed in the potential of the business. And you are committed anyway, so get on with it.
How did you source funding? I took out a second mortgage and I also received a bank loan.
What support/training did you receive from the franchisor? I had initial training from Kall Kwik in Texas, in the US, and also in the UK.
What ongoing support do you receive from your franchisor? They are always available if needed, and they arrange personal visits as well as conferences. The MD [Kall Kwik was taken over in 2011 by the Bardon Group who also run The ZipYard, Recognition Express and ComputerXplorers] has been in charge of the training and the support from HQ has seen a significant and positive improvement – we have a new website, organised network meetings, new marketing collateral, a new intranet, conferences and lots more. Plus I actually get to see someone from the company who seems genuinely interested in my business.
What are the challenges you face or have faced in this sector/industry? The biggest challenge for us has been the downturn in litho printing and subsequent lack of confidence in the market, so we bought new digital printing equipment three years ago to broaden the range of services we offer. Another challenge has been competition from low internet pricing and the loss of ‘trade prices’. A constant challenge is keeping up with new trends and technology which is always changing and evolving.
What are you enjoying the most? In 2013, business has improved more than we envisaged, which makes for a happier team. Positivity feeds more positivity.
What are your goals for the future? To keep our sights set on new marketing ideas to increase business and profitability, while remaining strict with credit control and sourcing the best possible prices from our suppliers. Also, we always aim to concentrate on providing excellent customer service and strengthening our client relationships, ie something the internet cannot do but we can do very well.
Describe your typical day. My daughter Sorcha is the centre manager and she likes to keep her finger on the pulse of the business. She starts the day with a team meeting and then may visit a client or two. Then there is always the admin and paperwork to do. She welcomes clients to the centre and takes care of giving quotations and raising orders – hopefully lots of them. She manages the production workflow. And probably drinks far too much black coffee!
Caremark
What did you do before franchising? Having managed hotels for two major groups, I decided the time was right to start my own business within the world of catering. After building up that business, I accepted an offer and sold up. My next step was a complete change of direction, I set up and operated my own printing business and after 12 successful years, sold out to a local company.
“I love the fact that we are involved in providing an essential service to our local community”
Why this sector? Did you have any reservations? I researched various sectors before reaching the decision that domiciliary care offered sustainability and a straightforward business model which allowed for positive cashflow and personal reward. I was in business for many years prior to this, I had thoroughly researched domiciliary care opportunities, so I had no reservations about joining Caremark as a franchisee.
How did you source funding? It was a 50/50 split between personal capital and government-backed loan scheme.
What support/training did you receive from the franchisor? What ongoing support do they provide? Initially I attended a two-week comprehensive training course at head office, which gave me the tools to enter the world of care with confidence. Ongoing support includes a regional support manager and support from the head office team, which covers training, IT and financial aspects.
What are the challenges you face or have faced in this sector/industry? What are you enjoying the most? The challenge in the first 18 months was getting onto our local authority provider list. Due the demographics of our region where most care is funded by the council, this meant a slow start.
Charles Folkes, 58, is Caremark franchisee in the Redcar and Cleveland area. He has been married to Julie for 37 years and he pays credit to her for the support she has given him and his business. They have three children, all above the age of 30, and four grandchildren. They live on the edge of the North York Moors.
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Businessfranchise.com | September 2013
Also, because of local authority financial constraints we have seen our gross margins eroded over the last two years. We have to control costs and build volume which we have managed to do successfully. I love the fact that we are involved in providing an essential service to our local community and improve the quality of life of the people we support.
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