“I have loved my fi rst 12 months and have achieved fantastic results from the restaurant through a great team of people who are absolutely focused on providing an exceptional customer experience”
momentum. My role is to develop and grow the business through leading, mentoring and coaching the team. The customer experience is a huge focus for the brand and continues to evolve. I love people, so seeing the team mature and develop is one of the most rewarding and satisfying elements of being a franchisee.
Would you recommend franchising to others? What advice would you give? It’s the most rewarding thing you can do but it is hard work and a decision not to be taken lightly. It’s really important to do your research, take time to speak with existing operators, look into the marketplace and all the options within the sector – this is vital as there are many, and it’s important you select one that suits your skillset and meets your expectations and requirements. Due diligence is key, go into it with your eyes open to avoid the risk of surprises. Planning in advance, from a financial point of view, will also set you up well in the early days when growing the business is your priority. For me, franchising embraces “in business for
yourself but not by yourself” and this is evident with McDonald’s as a globally recognised brand with world-class training. This sets you up from day one and allows you to develop and grow whilst having the necessary support to operate effectively and efficiently from the start. Franchising, whilst not mitigating risk completely, gives you resources and the support to hit the ground running. It’s a fast- moving, dynamic business built on people that innovates, invests and adapts constantly. The training and support is world-class and facilitate the brand’s very high standards of execution.
The UK and Ireland business has achieved 50 quarters of growth. What’s left in the tank? Lots! Having just started my 20 years I am happy that we have plenty of opportunity to grow. Innovation is a huge focus for the business, whether it’s the launch of McDelivery, the
mobile ordering app, or the new table service or through customer experience leaders, the level of commitment from the business and the franchisee community to continually invest and improve their restaurants, as well as the continued development of the McDonald’s menu offering, is all facilitating this growth. McDonald’s is a trusted brand that customers
are comfortable around and return to. The customer experience is vital in an ever-changing environment and the expectation from a brand such as McDonald’s is extremely high. Continuous improvement and investment in the business is essential to meet customer expectations. Complacency is not an option. Customers ultimately expect value for money and a consistent experience... and of course, they want great food at a good price!
What qualities make a successful franchisee? Fundamentally you need to be a people person with business acumen and be passionate about what you do and have the requisite drive to achieve success. This, along with a proven track record of previous success, is key. Not necessarily experience of restaurants but of managing people and having the ability to manage large teams. Business acumen is key and experience in this is beneficial. You have to commit to working in the business on a daily basis and want to influence, improve and develop it. McDonald’s has a great mix in terms of types
of franchisees but the one thing that we all have in common is the love of working with people.
How do you bring an iconic brand like McDonald’s to life in your local community? Community is such an important part of the McDonald’s business model and one I’m extremely passionate about. Amesbury is a relatively small town so it’s important we have a positive impact. Already we’ve sponsored the local under-sevens’ football team kit as well as providing water and fruit at half time. We
also managed litter picking for the day at the annual Amesbury Carnival. We’ve been involved with the local school too, interviewing the Year 11 pupils helping them prepare for the world of work. This is so important since many of the crew are either still at school or only recently left and we play a role in developing and mentoring them in this early part of their career. We have also held fun days at the restaurant to raise money and awareness for Ronald McDonald House Charities, including activities like face painting, lucky dips, raffles and cake sales.
What are your plans for the future? I would love to expand and purchase the right to run more restaurants. McDonald’s has a very collaborative approach when it comes to franchisee growth. The timing is carefully planned and expansion will only happen when it’s right for you and McDonald’s. I joined knowing that I wanted to grow and invest in the business, developing and mentoring along the way.
Would you do anything differently? Absolutely not! I have loved my first 12 months! We’ve achieved fantastic results through a great team of people absolutely focused on providing an exceptional customer experience. It’s a 20-year commitment and one that you have to enjoy. The recruitment process ensures that you are fully aware of the business requirements and your role within that.
Has a McDonald’s franchise changed your life? Having had a business previously I was fully aware of the commitment needed for success. But with McDonald’s there is a very balanced approach in terms of achieving a work-life ratio and I have time to spend with family and friends as well as ensuring the business gets 100 per cent attention and input. It’s a great balance and one I’ve strived for many years to achieve. It’s great – I love it!
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