“We have the opportunity to open in locations we’ve not been before, to partner with somebody that can absolutely grow our market share”


and knew they’d do a great job for us, so we provided that funding. Not only is it a great thing to do but also it’s the right thing to do, not least because those people are now paying that back tenfold.


Franchise Finance, who do our training for us. We’re linked in really well with the big banks, thanks to a lot of franchising contacts we’ve met at the conferences, and they’ve been brilliantly supportive of buying into our scheme and helping people when they’re there. We’ve actually helped a couple of


people who didn’t have the money, saying: “Look, we’ll support you for the first few months and not ask for any money until we have got this up and running because we believe in you so much.” That’s been the case for three or four of our franchisees in different locations because we knew we had the right person


How do you support franchise partners? Jon: Everyone goes on the Hitachi Capital Franchise Finance course before they get their keys so that we know they can run their books, have a limited company, know how to get an accountant and so on. That’s working really well for us because that’s getting people ready. The franchise expansion has also made us reinvest in training our regional managers and how they support franchisees. So, all our regional managers have now been on that same business and finance course. They are also trained so that when they visit franchisees they’re able to say: “Let’s look at how you performed last month and let me sit down and show you how you can make more money.” Or: “Here’s where you missed an opportunity.” Or: “Did you realise you could’ve made more if you’d just driven this part far harder?” Because at Vodafone we don’t sell just one thing, we sell broadband, we sell connectivity, we sell IoT devices. There’s amazing ways in which we can help those franchisees unlock those conversations with customers. The other thing I’m determined about is that I always allow any store to carry out any part of the service journey they are able to. A lot of companies are just redirecting their customer to the app every time, for every little thing. We keep every service journey open, so anyone in any store can help a customer with any enquiry as well, because hopefully that should unlock other conversations and build up the rapport locally, because that’s what we want. The customer will decide how she or he wants to interact with Vodafone… and we want to make sure there’s a local point of contact for you if you want to have a conversation.


Mark: I think the support comes in terms of the regional managers and myself being able to look at their business – we do lots of quarterly reviews with them


à


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