Business Franchise Australia and New Zealand January February 2020 by CGB Publishing

VOL 14 ISSUE 02 jan/feb 2020

Bedshed An Inclusive Approach to Franchising

6 MYTHS

ABOUT HAVING AN ABN

Should You Swear in Your Marketing? SPECIAL FEATURE

RETAIL FRANCHISING $4.95 (AUD), $7.95 (NZ) inc. GST.

For the love of business At SNAP, we understand that teamwork is the backbone of any business. As part of our network, youâ&#x20AC;&#x2122;ll be supported by a team with the expertise and passion to see your business thrive to reach its full potential. Nothing beats the satisfaction of owning your own business and becoming your own boss, with the security and freedom to dictate your working day and lifestyle. Some reasons why SNAP is the right choice for you: Become part of a Multi Award Winning Australian Franchise network Join a growing market space in digital print Open doors with a powerful and recognised brand Have sales leads generated for your business Be supported in your local area marketing programs

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#EEGUU VJG DGUV KP ENCUU UWRRNKGTU VJTQWIJ SNAPâ&#x20AC;&#x2122;s Premier Partner Program Tap into the latest technology and training systems

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Franchise Opportunities Available Now! If you want to learn more about becoming part of the SNAP team, weâ&#x20AC;&#x2122;d love to hear from you! P. 1300 810 233 E. franchiseenquiries@snap.com.au www.snap.com.au

An industry-leading technology franchise will help you stand out in the crowd An exciting and rewarding future that you control A long history

The InXpress Franchising Opportunity

Founded in 1999, InXpress has a long history in managing

InXpress gives you the opportunity to build your own

successful businesses around the world. This is combined

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with the facilities and know-how to train and support

of the world’s largest franchisor of global courier services.

franchisees in running a sales and business management

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franchise. With 370+ franchises, located in 14 countries, the multi award-winning business continues to grow.

A respected partner to global carriers

All you need is to be sales-oriented and have an aptitude for business. We’ll provide full training, with ongoing business support and coaching.

Low investment

InXpress has already established strong and lasting

High return

relationships with trusted courier partners around the globe

Recession-resistant

and access to highly competitive rates. This leaves you free to concentrate on building sales, working towards your goals, and creating the lifestyle you want.

Industry-leading technology

7GEPEFPI ƽI\MFPI Passive, recurring income Based on a proven business model

InXpress’ online portal, Webship Plus, is built on over 20-years of insight into what customers need. This powerful proprietary software combines an automated shipping platform, a franchisee business management program and a franchise performance tool. This all helps customers of InXpress save hours on their shipping and empowers franchisees with insights into their business performance. Winners, QLD Franchise of the Year Award 2019 Jason, Wendy & David InXpress Narangba

Are you the next InXpress franchisee? If you are sales-minded, driven and enthusiastic, then InXpress’ franchise model could be for you! With the freedom to build your franchise however you want, you can start out alone and progress to premises and a workforce, or you can go all-in and have a team and SƾGIW JVSQ XLI WXEVX ;LEXIZIV TEXL ]SY [MWL XS XEOI -R<TVIWW GER KMZI ]SY XLI ƽI\MFMPMX] ERH PMJIWX]PI ]SY have been looking for.

For more information on joining the InXpress Franchising Team, call us on 1300 097 857 or email us at sales.au@inxpress.com

www.inxpress.com.au

b us i n ess f r a nc h i s e m ag a z i n e aust r a l i a a n d n e w z e a l a n d

AUSTRALIA and NEW ZEAL AND

VOLUME 14 ISSUE 2, jan/feb 2020 president: Colin Bradbury. colin@cgbpublishing.com

Comments

From the publisher & editor

publisher: Vikki Bradbury. vikki@cgbpublishing.com

“What the new year brings to you will depend a great deal on what you bring to the new year.” ~ Vern Mclellan

EDITOR: Hayley Drew. editor@cgbpublishing.com.au Vikki Bradbury

SALES & marketing manager: Kathleen Lennox. kathleen@cgbpublishing.com.au PRODUCTION: Mallory Anderson. production@cgbpublishing.com.au

Hayley Drew

Welcome to the very first edition of Business Franchise Magazine Australia and New Zealand for 2020. We hope all of our readers had a lovely Christmas and start to the New Year.

ACCOUNTS: accounts@cgbpublishing.com.au

We are excited to bring you the January/February issue of Business Franchise Magazine which features Bedshed on our cover; turn to page 12 to read our interesting Q&A with General Manager, Gavin Culmsee who gives us insight into Bedshed’s inclusive approach to franchising.

GRAPHIC DESIGN: Jejak Graphics - Michelle Quinn jejak@bigpond.com

Our special feature this issue showcases Retail Franchises and we have been lucky enough to bring you expert articles from Dominique Lamb – CEO of the National Retail Association and Corina Vucic – Director of FC Business Solutions, who both bring a wealth of knowledge and vision on the retail sector.

COVER IMAGE: bedshed TO SUBSCRIBE: www.businessfranchiseaustralia.com.au or www.isubscribe.com.au CGB PUBLISHING PO BOX 968 MT ELIZA, VICTORIA 3930 TEL: (03) 9787 8077 FAX: (03) 9787 8499 Email: cgb@cgbpublishing.com.au www.businessfranchiseaustralia.com.au www.businessfranchisemagazine.co.nz

The information and contents in this publication are believed by the publisher to be true, correct and accurate but no independent investigation has been undertaken. Accordingly the publisher does not represent or warrant that the information and contents are true, correct or accurate and recommends that each reader seek appropriate professional advice, guidance and direction before acting or relying on all information contained herein. Opinions expressed in the articles contained in this publication are not necessarily those of the publisher. The publication is sold subject to the terms and conditions that it shall not be copied in whole or part, resold, hired out, without the express permission of the publisher.

Want to know more about the proposed Franchising Code changes? Readers can head to page 32 where Jason Gehrke – Director of the Franchise Advisory Centre, has provided franchisors with a breakdown of everything you should know related to the proposed changes. As always there is plenty of franchising news, expert advice articles from our professional contributors and useful information for franchisors and franchisees alike. Business Franchise readers can gain free entry to the Franchising & Business Opportunities Expo held each year in Sydney, Brisbane, Melbourne and Perth. The expo has been refreshed for 2020 with new ‘Be your own boss’ workshops, and a Franchisee Success Summit, in addition to the popular seminar program. Visit www.franchisingexpo.com.au and use the code BFM when purchasing to secure your free ticket. Enjoy the read! Vikki Bradbury & Hayley Drew Business Franchise Magazine

SUPPLIER FORUM

contents

january/february 2020

On the Cover

Cover Story: Bedshed - An Inclusive Approach to Franchisng

Expert Advice: 6 Myths About Having an ABN

Expert Advice: Should You Swear in Your Marketing?

Special Feature: Retail Franchising

In Every Issue 8

Whatâ&#x20AC;&#x2122;s New!

Announcements from the Industry

A Message from the CEO

Mary Aldred, Franchise Council of Australia

Feature Editorial: Retail Experiences that Will Keep Customers Coming Back

Hot Topics: Behind the Headlines

Jason Gehrke, Franchise Advisory Centre

Professional Services Listings

Franchise Listings

Franchise Aâ&#x20AC;&#x201D;Z Directory

Snapshots

Snap Print & Design - A Strategy for Success

SuperGreen Solutions - Love a Life on the Road?

Expert Advice

6 Myths About Having an ABN

The Five Roles to Evolve Beyonf Your Leadership Comfort Zone

Your Email Pitch to the Local Reporter

Should You Swear in Your Marketing

How to Franchise Your Business Simply

Some Issues for Retail Business in 2020

Emma Rosenzweig, Australian Taxation Office

Brad Giles, Business speaker, Adviser, Entrepreneur and Author

Pete Burdon, Franchise Media Training

Nicola Moras, Online Visibility Expert and Author

Brian Keen, Franchise Simply

Robert Toth, Marsh & Maher Richmond Bennison

also in this issue: 9Round - 30 Minute Kickboxing Fitness...... 74

Have Your Say 32

Proposed Franchising Code Changes Jason Gehrke, Franchise Advisory Centre

Appliance Tagging Services. ....................... 27, 74 Bakers Delight..................................................... 53, 74 Bathroom Werx. ................................................. 65, 74 Battery World.................................................. OBC, 74

Profiles 14

FC Business Solutions - Provides An Expert Fix For Any Gaps in Your Franchise Offering

Subway - The Human Ingredient

Wollermann Franchise Developments - Network Pacific Strata Management

66 Franchising Expo - New Year, New You in 2020

Bedshed......................................................... FC, 12, 75 Boost............................................................................ 4, 75 BK’S Takeaway............................................................75 Carpet Call and Solomons Flooring................77 City Farmers Dogwash. ..........................................75 Clark Rubber.................................................................76 Deckseal..........................................................................76 Ecomist.............................................................................76

Retail Franchising Feature

Fasta Pasta.....................................................................76

On the Cover

FCF Fire & Electrical..................................................77

44 Expert Advice: Safeguarding Your Retail Franchise from Chargeback Fraud

Frank Provost................................................................77

38 Feature Editorial: Retail Experiences that Will Keep Customers Coming Back 40 Expert Advice: Your Customers have Changed - But have You?

FC Business Solutions....................................14, 71

Home Caring.................................................................77 InXpress Australia................................................. 3, 77 IP Partnership...............................................................71 Franchise Finance Aust (Cashflow It).....19, 71

In Every Issue

Jim’s Pool Care............................................................78

36 What’s New! Announcements from the Industry

Just Cuts..........................................................................78

38 Feature Editorial: Retail Experiences that Will Keep Customers Coming Back

Nanoshield......................................................................78

Marsh & Maher Richmond Bennison.............31

Network Pacific Strata Management.... 40, 78

Expert Advice 40 Your Customers have Changed - But have You? Gihan Perera, business Futurist, Speaker & Author

Nirvana Beauty Laser Clinics..............................73 Nurse Next Door.........................................................79 Plus Fitness....................................................................79

44 Safeguarding Your Retail Franchise from Chargeback Fraud Dominique Lamb, National Retail Association

Polished Diamonds.......................................... 49, 79

46 Trade Masters of Old The Hope for Retail Future Corina Vucuc, FC Business Solutions

RYCO 24.7..................................................................... 80

50 How do We Look For the Great Sites? Peter Buckingham, Spectrum Analysis

Snap Fitness................................................................. 80

Profile 42 the Lott - Festive Season Foot-Traffic

Regus / IWG Holdings..................................IBC, 79

Safety Navigator..................................................31, 71

Snap-On Tools.................................................... 55, 80 Snap Print & Design.............................. IFC, 30, 80 Subway Systems Australia. ......................... 22, 80 SuperGreen Solutions.................................... 54, 81 the Lott..................................................................... 42, 81 Theobroma.....................................................................81 Thermawood Retro-Fit Double Glazing........81

what’snew! Lift Brands CEO announced as the newest member of Fitness Australia Board of Directors Lift Brands CEO, Ty Menzies, has been officially announced as the newest member of Fitness Australia’s Board of Directors. Mr Menzies was chosen to join the board ahead of 12 other nominees after being shortlisted for the position in October. Mr Menzies says the opportunity is a true privilege for not just himself, but for all Snap Fitness and 9Round club owners and operators across the Lift Brands network. “Being appointed to the Fitness Australia Board is an honour for our entire franchise network,” Mr Menzies said. “Fitness Australia is a highly respected and leading industry association that brings significant credibility to the fitness industry in Australia, and I am so excited to be a part

ICONIC WA BRAND CHICKEN TREAT EXPANDS INTO VICTORIA

of it. I’m looking forward to bringing our knowledge & holistic wellbeing focus from Lift Brands to the organisation in sharing ideas and ways to encourage more Australians to be more active more often.” The Fitness Australia Board is responsible for providing strategic leadership to Fitness Australia within a framework of prudent and effective controls and establishing the organisation’s vision, mission, values and standards of conduct in the interests of industry members, stakeholders and the communities in which it operates. Mr Menzies began volunteering his time to the board from November 2019. fitness.org.au

our incredible chicken with more West Australians and our mates on the East Coast,” she said. “We’re in a new era at Chicken Treat – having recently launched a new look, we’re now focussed on providing more stores, more jobs and more chicken for everyone. “We have another six stores opening in the next 12 months, and we’re only just getting started!”

Following a phenomenal growth period in the WA market, iconic West Australian brand Chicken Treat has now spread its wings to the East Coast, launching in Melbourne with Deliveroo Editions. Chicken Treat has been a West Australian family favourite since 1976 and has 58 restaurants across the State, three of which opened in the past month. Chicken Treat CEO Mimma Battista said despite tough local economic conditions over the past five years; the brand has thrived.

“Chicken Treat registered its highest sales in five years, and we’ve had positive growth for 24 consecutive months,” Ms Battista said. “We have stores as far north as Broome, as far east as Kalgoorlie and as far south Albany. Some stores are recording double the sales compared to two years ago, and Chicken Treat is growing at double the market growth rate in Western Australia.”

With Chicken Treat’s rotisserie and ‘crunchified’ chicken flying out the door over the past two years, what better way to the mark launch of Chicken Treat’s foray into the Melbourne market than with the world’s largest inflatable chicken soaring high across the Melbourne skyline. Yes, today, Melbournians were treated to Chicken Treat’s sense of humour – the same fun, innovative approach Chicken Treat has adopted for its menu. “We specialise in ‘Deliciousness’ – unapologetically indulgent, lip-smacking delicious food, the kind that makes you have to unbutton your belt,” Ms Battista said.

Ms Battista said the expansion into Victoria marked a new era for the Perth born business.

“Our menu consists of slow-cooked rotisserie chicken (just like the one that flew above Melbourne today!) and southern style ‘crunchified’ chicken, unique chicken breast fillets burgers and innovative sides.”

“We’re broadening our success and sharing

www.chickentreat.com.au

8 Business Franchise Australia and New Zealand

Broken beginnings to budding beauty in Australia’s billion-dollar industry From life as a Palestinian immigrant to owning a pharmaceutical compounding distribution business and two franchises in the billion-dollar hair and beauty industry, Australian Skin Clinics franchisee Adam Odeh has always had a drive to succeed and a passion for business. Adam recognised early that the beauty industry is a growing sector and acquired his own Hairhouse store in 2007. When the brand merged with Australian Skin Clinics in 2016, he didn’t hesitate to join. “I heard about the merge through Hairhouse and met with the Australian Skin Clinics team as part of a two-way vetting process, which turned into me interviewing Australian Skin Clinics as a potential business partner,” said Adam. Not only does Adam now own his own Australian Skin Clinics franchise in Plenty Valley and Hairhouse store in Warrnambool, Victoria, his company Dermicare is the main compounding product supplier for the brand nationwide - providing Australian Skin Clinics with more consistency in the quality and efficacy of their products. “When I started working with Australian Skin Clinics, I identified a need to streamline the ordering and supply process for professional skin care formulations used for advanced aesthetic skin treatments in the clinic,” he said. “Wearing my franchisee hat, I truly understood what franchisees and their customers were looking for and how it would transcend to the retail floor. That way, we were able to directly pinpoint the gap in the market, not just create something we hoped someone would like.” For more information on Australian Skin Clinics or franchising opportunities visit www.australianskinclinics.com.au

Accor strikes a deal in Victoria’s former gold rush boomtown Accor, Australia’s largest hotel operator, announced that the former Quest Schaller Hotel Bendigo would rebrand to Mercure Bendigo Schaller, and join Accor’s rapidly growing network of mid-scale regional Victorian hotels, on 6 December. With 118 boutique-style guestrooms spanning over four levels, Mercure Bendigo Schaller will cater to both business and leisure guests, offering 99 standard rooms, eight standard twin rooms, three standard access rooms and eight superior rooms, with a café/bar, a meeting room and a fitness centre. Chief Operating Officer, Accor Pacific, Simon McGrath said, “With the Victorian Government focused on decentralising business outside of the CBD, Bendigo has been identified as a significant growth hub, set to boost the local economy and revitalise the northern-end of the city. “We are excited to bring the internationally recognised Mercure brand, with its warm local hospitality, to Bendigo for the first time, together with hotel owners, Bendigo Schaller Hotels, as the city makes a resurgence,” concluded McGrath.

Mercure Bendigo Schaller is located close to Bendigo Central Township with its vibrant arts hub, heritage architecture, and rich history, with Bendigo Art Gallery (1887), La Trobe University all in close proximity. Bendigo is 150km North of Melbourne’s CBD and approximately 136km from Melbourne International Airport. Guests can book now and stay at the Mercure Bendigo with special rates starting from $140. Mercure Bendigo Schaller is located at 60 Lucan St Bendigo Victoria 3550. Visit, accorhotels.com

Business Franchise Australia and New Zealand 9

what’snew! New-build Novotel Christchurch Airport welcomes first guests

Located next to the terminal of New Zealand’s second-largest airport, the cutting-edge architectural design of the hotel is the work of Warren and Mahoney Architects, the same team behind the award-winning Novotel Auckland Airport hotel. Novotel Christchurch Airport hotel is conveniently located 15 minutes from Christchurch’s city centre. It features a restaurant and lobby bar, fully equipped gymnasium, car parking, kids’ corner, WiFi and 10 conference and function spaces. The top floor is the hero feature, with floor to ceiling windows, offering panoramic views across the runway and over the Southern Alps. A modern restaurant and social hub, Food Exchange, is the perfect place to relax and soak in the views with a glass of famous South Island wine in-hand. Senior Vice President Operations for Accor New Zealand, Fiji and French Polynesia, Gillian Millar says, “This is a stunning development and certainly not your average airport hotel. Accor is very proud to have answered the call from international tourists seeking new hotel product at the gateway to New Zealand’s South Island.” “Christchurch has enjoyed its highest visitor expenditure on record, reaching a total of $3 billion, for the year ending June 2019, with visitors from Australia and Asia accounting for just over half of the region’s international tourism expenditure.

Accor, the largest operator of hotels in airport precincts across the Pacific region, is delighted to open the doors and welcome their first guests to the $80 million new-build Novotel Christchurch Airport hotel. Spanning across six floors, the 4.5-star Novotel Christchurch Airport features 200 premium guestrooms, including 10 suites and 10 accessible rooms, each designed with ergonomic comfort in-mind and high-end finishes, including marble, copper tiling and extensive American Oak panelling.

“Increasing tourist numbers and such positive visitor expenditure figures highlight the need for a sophisticated accommodation option at Christchurch Airport, and we know that short-stay business travellers, leisure guests and Accor’s valued 4.5 million Pacific loyalty members will be impressed with the hotel’s features, catering to their transit needs.” The conference and meeting facilities available at the hotel range from the beautiful rooftop Tekapo room with views of the Southern Alps accommodating up to 260 guests, to dedicated boardrooms with natural light. All meeting venues are pillar-less and include broadband, wireless internet access, and the latest in-built audio-visual systems. Visit, accorhotels.com

Muffin Break and Jamaica Blue recognised for high performance and superior transparency

FRANdata congratulates Muffin Break and Jamaica Blue on being recognised as high performing brands through the Australian Franchise Rating Scale™. Significant factors that helped them achieve this strong (four-star) rating were high levels of transparency, strong franchise performance, the positive financial impact a number of Foodco initiatives were delivering to franchisees and a superior level of support around business performance and compliance programs. Rating assessment outcomes from the Australian Franchise Rating Scale™ are progressively delivered to participating franchise systems with high rating brands also being profiled in the upcoming 3rd annual edition of Franchise Leaders. www.foodco.com.au

10 Business Franchise Australia and New Zealand

From Turning Down Sharks to Tripling of Business for Fitness Franchise

Top Franchisees announced at Quest 2019 Gala Two years since turning down an offer on TV show Shark Tank, SpeedFit has tripled the size of its business, surging ahead with year-on-year double-digit growth in Australia’s competitive fitness industry, and attracting lucrative medical investors from the Middle East. SpeedFit sees thousands of time-poor Australians take up the system, given the advantages over alternatives that require multiple visits to the gym and high intensity, high impact activity. The workout can be catered to anyone, from disabled, seniors, the injured to elite athletes. After appearing on Shark Tank and getting offers from Boost Juice founder Janine Allis and Dr Glen Richards as potential investors, the ownership group decided to back themselves. That decision has proven a goldmine and SpeedFit has seen an enormous 60 per cent growth in sales in the two years since their appearance on the show. They have tripled their locations from five to 15 and attracted investment from the founders of a Middle Eastern private hospital medical empire, the Shetty family, who are also part of the Forbes 1000 international list. Neema and Sharad Shetty who are based in Perth came across SpeedFit as clients and were so impressed they invested in an individual studio in Western Australia. The business model proved so effective the pair have now made a sizeable investment in the parent company. They believe SpeedFit has the potential to be one of Australia’s great success stories, given the combination of new innovative technology and the gap in the fitness market. “SpeedFit has just tapped the market; the wave is just beginning now. It is very exciting,” Sharad Shetty explained. “This is where the growth is going to start. I think it’s ready to explode,” he said. “We thought, why isn’t this everywhere in Australia? It’s all around Europe, it’s tried and tested, and we have personally experienced its impact ourselves. “There are only very few studios, and the only way is up; the East Coast is really yet to experience what SpeedFit can bring. So, for us, it was a simple investment decision in that regard. The barriers to entry are not that high; the cost of entry is not that high. Here’s the opportunity to be involved in the boom.” For more information on SpeedFit, visit speedfit.com.au

Born-and-bred Warrnambool man, Jarrod Gwynne received the chairman’s award for outstanding service from Quest Founder and Executive Chairman, Paul Constantinou AM. Jarrod Gwynne was hand-picked from a network of 170 Quest hotels across Australia, New Zealand, Fiji and the United Kingdom. Many recipients have gone on to own their own Quest franchise, including one of Australia’s youngest hotel franchisees, Amy Van de Ven. Paul Constantinou said the award recognises the personal and professional growth Jarrod has gone through since starting his first role more than 11 years ago. “Jarrod decided early on in life that serving others would be his vocation. Jarrod began his career on the reception desk before working his way up to property manager roles at Warrnambool, Frankston and Dandenong. “Jarrod then moved his family up to Queensland to get out of his comfort zone. He has since taken on our Cannon Hill and South Brisbane hotels while managing more than 30 rooms at Quest Dandenong. “Jarrod and his family have a bright future ahead of them. Keep hitting your goals and congratulations for everything you’ve achieved,” Mr Constantinou said. Jarrod Gwynne accepted the award at Melbourne’s Town Hall. While accepting the award, Jarrod thanked his family, colleagues and friends for their support. “I’ve always believed that getting out of your comfort zone will take you places. I learnt the ropes in my hometown of Warrnambool and have gone from strength-to-strength by taking on new challenges. “I want to thank my colleagues for helping me develop my skills and, of course, to my family for getting me over the line every day,” Mr Gwynne said. Under Jarrod’s leadership, Quest Warrnambool was awarded the Certificate of Excellence for 2013 and 2014. Jarrod is now a multi-site property manager while taking on some of Quest’s largest corporate accounts. For more information about Quest Warrnambool or one of Quest’s Queensland destinations, go to www.questapartments.com.au

Business Franchise Australia and New Zealand 11

c ov er sto ry: B e ds h e d

An Inclusive Approach to Franchising

Q&A with Bedshed’s Gavin Culmsee

Bedshed is one of Australia’s largest specialist mattress, bedding and bedroom furniture franchises with a network of 37 stores across the country. The very first Bedshed store was opened in Western Australia in 1980, and the network now has stores across Queensland, ACT and Victoria and is currently expanding further into NSW. The Bedshed business is built on innovation, from product selection of wellknown and exclusive brands to a unique inventory model which reduces costs for franchisees and tailored design and fit-out specific to each store. Business Franchise magazine spoke with Gavin Culmsee, General Manager at Bedshed about becoming a successful franchisee, the Bedshed strategy and how their franchise model differs from other franchisors.

Talk to us about the Bedshed franchise model’s point of difference. “Our inclusive approach to franchising means that franchisees are involved at a strategic level of the business,” explains Culmsee. “We invite our franchisees in the network to travel overseas and get involved in the buying process, selecting and fine-tuning product choices and keeping an eye on pricing.” “We might have 20 people on a trip going to visit factories, which means they are working on the design of the product they are selling and agree on that design and the costings for the product.” “The buying trips allow the team to get inspiration from around trade shows on what to source and sell and provides real transparency in terms of product

12 Business Franchise Australia and New Zealand

negotiations which means better decision making and no hidden costs.” “For us at Bedshed, we feel our franchisees are very much aligned with the businesses strategy and are very much a part of the strategy because of our inclusive approach.”

What other advantages are there to the Bedshed franchise business model? “A couple of years ago, we embarked on a full refurbishment of our network of stores, and we call this our evolution fit-out.” “In our opinion, they’re the best-looking stores in the country. We see this as a positive and new approach to bedding retailing, keeping us at the forefront of the industry.” “The evolution store design is based on consumer buying behaviours and aims to promote the feeling of trust and comfort within the customer promoting higher sales. The store design highlights the product instore and showcases it as it would look in a customer’s home, creating a positive space which allows customers to see all the products on offer.” “Our other major competitive advantage is that we import directly, cutting shipping costs,” says Culmsee, “we order direct from the manufacturer and import directly to the franchise partner; giving us control over stock availability and cutting out any middle man expenses.”

How does the Bedshed franchise model support its franchisees? “While we endeavour to offer valuable guidance as a franchisor, we seek a great deal of input and feedback from our franchisees. Our franchisees can contribute to valuable

“A franchisee’s ability to interact with customers will determine the trust and loyalty that is built. A franchise store is only as good as the people who work in it, so it’s integral that staff feel happy and motivated.” marketing and product purchasing decisions through our traditional Franchise Advisory Council and the Merchandise Advisory Council, which is made up of elected representatives from our stores.”

cent of the franchising sector. Our mix of industry knowledge and specialised advice and training, mean greater success for our franchisees.”

“Both of our Councils meet regularly and the meetings are an opportunity for franchisees to get involved and share their opinions and feedback. Members of our Merchandise Advisory Council are invited to attend our twice-yearly overseas buying trips, to observe trends, select product ranges and provide input.”

What does it take to be a successful franchisee?

“We feel that if you are involved from the start, and have helped to make decisions, then you are not only invested but are responsible and accountable for those decisions, and this aligns the whole team behind what we are trying to achieve as a business.”

Why should someone consider making a move to a franchise? “One of the benefits of franchising is enjoying the financial and lifestyle benefits of owning a business with the support of an established brand,” explains Culmsee. “Bedshed is committed to partnering with franchisees to help them achieve business success while offering flexible hours and a fulfilling lifestyle.” “If you’re prepared to put in the work in the initial stages, you can expect to reap the rewards later.” “Independent research shows our franchisees are more financially satisfied than 84 per

“Many of the skills required to run a successful business can be learned on the job and franchisees don’t need to have specific retail experience. We find franchisees with the right attitude, who are driven to succeed, are the ones who produce the best results,” explains Culmsee. “A franchisee’s ability to interact with customers will determine the trust and loyalty that is built. Equally important is how a franchisee interacts with their staff. A franchise store is only as good as the people who work in it, so it’s integral that staff feel happy and motivated,” he adds.

Taking the next step If you’re the sort of person who’s excited by a challenge and is driven to succeed, franchising could be a smart career move. It offers the right balance between exciting and challenging opportunities, and a steady, safe and secure investment. Have a question? Just want to have an initial conversation? Contact Bedshed’s National Business Development Manager, Greg Prussia on 0447 891 158 or visit bedshedfranchise.com.au

Business Franchise Australia and New Zealand 13

pr o file : FC B u s i n e s s S o l u ti o n s

FC Business Solutions provides an expert fix for any gaps in your franchise offering As a business specialising in developing, growing and marketing franchise systems, we offer the resources and skills for you to use to provide a holistic franchise offering that will delight your franchisees and grow your profits. Whether you are a start-up franchise, a small franchise who wants to grow or a large established franchise that needs a fresh approach, FC Business Solutions can provide you with the help you need. With a team that has decades of experience in all areas of Franchising, FC Business Solutions understands all the challenges and opportunities that franchising offers. Director, Corina Vucic is a committee member of the Franchise Council of Australia Policy Advisory Committee and the Victorian Small Business and Franchising Consultative Committee. She chairs the Franchise Council of Australia’s Chief Executive Syndicate for Victoria. In 2016 she was appointed to the Small Business Ministerial Council to advise the Minister and provide guidance to the Victorian Government on small business operation. She, and her team have the expert knowledge, experience and ability to work with you in a partnership that will make your franchise compliant, your product the best it

can be, and your brand highly recognised in the marketplace. We can help you with just one area of your business (for example, HR) or we can provide all the services that a Head Office would offer – allowing you the flexibility to manage your administrative overheads.

This is where the rubber hits the road for a lot of franchisees and where FC Business Solutions can provide you with the security of knowing you are a compliant business while helping you develop the best possible teams for your business and your culture. • Provide a HR Helpdesk

FC Operations

• Policy manuals to help compliance

This arm of our business works with you on the nuts and bolts of setting up and running a successful franchise

• HR Handbooks

• Strategic advice and planning • Franchise modelling – finance and systems

• Surveys and questionnaires – analysis and feedback

• Leadership mentoring

• Recruiting teams to fit your culture

• Compliance, operations and corporate audits

• Training including induction, leadership, HR issues and Super Coach workshops

• Event management • Compliant operations manuals

FC Studio With FC Studio we can provide you with all the skills and expertise of your own marketing department – without the overheads. • Graphic design and copywriting • Brand strategy • Marketing strategy and analytics • Full marketing campaigns developed and rolled out • Website design and development, SEO and digital strategies • Social media including lead generation • Public relations program FC People and Culture

14 Business Franchise Australia and New Zealand

• Position descriptions • Personal profiling for best culture fit

• Keynote speakers We have worked across a whole range of industries within the Franchising space: health and fitness industry, childhood development, cafes, restaurants, car parts, beauty supplies, banks, flooring companies, home building, accommodation and hotels, real estate, chemists, travel, aviation, distribution companies and dance. We have a proven track record of providing business changing strategies and timely, valuable support across all our areas of expertise. Call Corina Vucic today on 03 9533 0028 to discuss how FC Business Solutions can add value for your franchise.

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FC Business Solutions has decades of experience across all areas of Franchising so we can provide you with as much (or as little) support as you need to improve your f ranchise offering, build your brand and improve your results.

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Delivering a

Strong Framework for Franchising

Representing our members, raising concerns, reflecting real-life business challenges and responding to member questions about the national Franchising Taskforce has been the priority for the Franchise Council of Australia (FCA) over the past 12 months. The role of the FCA The Franchise Council of Australia (FCA) is the peak body for the franchise sector in

â&#x20AC;&#x153;The FCA strongly believes that healthy businesses sustain healthy communities. If businesses struggle, communities struggle. Particularly in our regional towns.â&#x20AC;? Mary Aldred | CEO | Franchise Council of Australia

Australia and covers a range of organisations and individuals, including franchisors, franchisees, professional advisers and suppliers. The FCA is committed to building a strong franchising culture that upholds standards and looks to meeting compliance obligations as a minimum standard â&#x20AC;&#x201C; always striving for best practice in the franchise relationship and business conduct.

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Key activities 2019 was a year of focused review and advocacy activity for the FCA, with a determination to support members, many of whom are small businesses, and to further underpin franchising as the preferred model for small business success. The FCA is determined to set an industry benchmark where our members lead the way.

point for day-to-day operations of a franchised business.

“Franchising is not operating in the same environment that it was 18 months ago, and our strategic priorities must reflect that reality. Based on member feedback about where to prioritise our attention and focus, the FCA has developed a new strategic plan that recognises the business world that we now operate in, as well as what we want it to be, and sets out the priorities members have talked to me about.”

Franchising is not operating in the same environment that it was 18 months ago, and our strategic priorities must reflect that reality. Based on member feedback about where to prioritise our attention and focus, the FCA has developed a new strategic plan that recognises the business world that we now operate in, as well as what we want it to be, and sets out the priorities members have talked to me about. The new strategic plan, launched at the 2019 National Franchise Convention, sets out five key objectives: 1. Strategic leadership, underpinning the FCA’s position as a relevant and effective peak business organisation and advocate 2. Membership growth 3. Increased revenue to deliver more for our members 4. Stakeholder relations, creating robust dialogue, informative events and communication 5. Member support and education, providing relevant and specialised training and education programs for our members. The plan articulates already stated positions, to help build a compliant, sustainable and profitable sector. This includes: 1. The development of a mandatory franchise systems register 2. The provision of mandatory advice for potential franchisees 3. Drafting and embedding new member standards, which we are doing right now

Better regulation, not more regulation, and a proactive franchising sector working on setting the standard is the best way forward. Running any small business is tough work: Red tape, energy prices, rising rental and overhead costs and the complexity of industrial relations. I’m listening to what members are telling me, and the FCA is advocating Government on their behalf.

Advocacy and engagement The Australian Government established an inter-agency Franchising Taskforce in 2019 to consider the recommendations from a 2018 Parliamentary Inquiry into the Australian Franchising Code of Conduct, which is the mandatory code that governs franchising in Australia. The FCA has been actively working with the

Taskforce to ensure any potential regulatory changes reflect the need for Code compliance, regulatory enforcement, sustainable business operations, and improved access to education, information and support for franchisees. The FCA has implemented reform, put forward member-driven, evidence-based and constructive policy solutions to the franchising taskforce, and we are confident that we will see a sensible regulatory response in 2020.

Best practice in franchising The FCA has worked hard and introduced real changes over the last 12 months. We will continue to introduce real reform over the coming months through our new member standards. The revised standards will be supported by a set of new guidelines to clarify existing obligations and provide a reference

4. Sector and issues-based research to help provide a fact-based response and profile on the sector and its key business issues 5. Board governance reform and better engaging franchisees.

Engaging with franchisees To better engage franchisees, we have established an FCA Franchisee Advisory Committee, representing each Australian state and a broad range of franchising industries. Their thoughtful and experienced input has helped us in the development of the FCA’s new strategic plan, our submissions to the Taskforce, and initiating support and resources that help our members address practical business pressures.

Revitalising regional communities The FCA strongly believes that healthy businesses sustain healthy communities. If

Business Franchise Australia and New Zealand 17

f r a nc h i s e c o u nc i l o f aust r a l i a

“The FCA is committed to building a strong franchising culture that upholds standards and looks to meeting compliance obligations as a minimum standard – always striving for best practice in the franchise relationship and business conduct.”

businesses struggle, communities struggle. Particularly in our regional towns. Our regions are undergoing major economic structural adjustment. With manufacturing, power stations and large industrial employers changing the way they operate, regional towns need local jobs and investment. That’s the thinking behind the FCA’s regional revitalisation initiative. It’s a way to provide jobs, investment and fill consumer gaps in towns, and grow franchising brands across Australia. The FCA directly targeted 80 regional communities across Australia to engage in the initiative, after a pilot program in Hamilton, Western Victoria. We’ve now had a dozen local councils come back to us actively seeking to partner with franchise brands. FCA members like Chatime, Boost Juice, Cookies Australia, InXpress, Nandos, Bakers Delight, Poolwerx, Guttervac and First Class Financial Group have reached out to engage with the project.

Education and professional development FCA members continue to derive value from the wide range of educational events provided by the FCA and its dedicated state chapter committees. These events are designed to address key business challenges and provide education on topics that are affecting small business and more specifically, franchising.

In addition to these regular events, in 2019 a Western Australian State Conference was held, and in August the FCA staged its first Multi-Unit Summit to provide multi-unit franchisees and franchisor executives with a unique opportunity to learn new ideas for running successful multi-unit operations. The annual National Franchise Convention (NFC) is the largest and most comprehensive professional development event on the Franchise Council of Australia’s annual calendar. Themed “Evolving in a New Landscape: Innovation and Transformation’’ in 2019, NFC delivered attendees with practical ideas and information to create sustained success in an ever-changing business landscape. The FCA continues to deliver the Certified Franchise Executive (CFE) program, certifying the highest standards of quality training and education, and in 2019 was proud to present the CFE designation to a further 20 candidates who have completed the CFE education program.

Recognising the sector’s high achievers In 2019, the MYOB FCA Excellence in Franchising Awards once again showcased dedicated and passionate people who make this sector so great, including franchisees, franchisors and support staff. The outstanding effort by the franchisees

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who took out the awards in 2019, and their contribution as successful small to medium business operators, shows the positive impact franchising can have on employment, the economy and community.

Looking ahead We are innovating and providing partnerships that give you better business support. And we’re resetting the franchise brand in Australia to ensure families see our sector as an employer of choice and an obvious business model to invest in. The FCA is committed to continuing to work with, and on behalf of the franchising community, to sustain and strengthen franchising in the year ahead. Mary Aldred is the CEO of the Franchise Council of Australia, the peak body for the nation’s $184 billion franchise sector. Mary commenced in the role in April 2018, bringing with her extensive experience across government, industry and the corporate sectors. As CEO, Mary has led the FCA in developing and delivering strategic priorities to strengthen the FCA’s role as an effective peak business organisation and advocate for a compliant, sustainable and profitable franchise sector. Franchise Council of Australia Phone: 03 9508 0888 Email: info@franchise.org.au Web: www.franchise.org.au

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Business Franchise Australia and New Zealand 19

6 e x pert a dv i c e

myths

About Having an ABN “The first thing to know is that having an ABN isn’t simply set and forget, but comes with its own responsibilities and obligations.” Emma Rosenzweig | Deputy Registrar of the Australian Business Register and Deputy Commissioner Commonwealth Business Registry Services Australian Taxation Office

You may remember applying for an Australian business number (ABN) when you set up your franchise. For many franchisees, getting an ABN is the first interaction with the Australian Tax and Super systems as a business.

When it comes to applying for and receiving an ABN, there are obligations – the fine print – that applicants agree to which explains exactly what they are getting into. I know we lead busy lives and often don’t have the time to read the long legal documents that seem to come with anything and everything these days. I am personally guilty of this, in particular when I sign up to something online. So, to help you understand ABNs better, we’ve put together a list of common misconceptions and set the record straight to help you tell facts from fiction when it comes to ABNs.

Myth One: Everyone is entitled to an ABN The truth: Not everyone is entitled to an ABN. You may be entitled to an ABN for several reasons, one reason being if you’re carrying on or starting an enterprise in Australia. Australian businesses can operate under a range of structures, so to be entitled to an ABN, typically you’ll need to: • Pay your own income tax and, if registered, GST directly to the Australian Taxation Office (ATO),

The first thing to know is that having an ABN isn’t simply set and forget, but comes with its own responsibilities and obligations. Understanding your obligations and staying up to date with your tax and super responsibilities makes doing business with you more attractive to other businesses.

• Source your own customers by, for example, advertising your services,

It’s time to test your knowledge, see how many of the below myths you have already busted!

• Pay your own business insurance, such as public liability.

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• Delegate work to others if you choose without approval from an ‘employer’, • Quote for work, including setting or negotiating your own prices, • Invoice for work, and

“To help you understand ABNs better, we’ve put together a list of common misconceptions and set the record straight to help you tell facts from fiction when it comes to ABNs.” While you don’t need to have undertaken all of these activities, you would be expected to undertake at least some of them as part of running your business.

Myth two: Set and forget, your ABN is for life The truth: ABN’s are not for life. You are entitled to an ABN when running an enterprise and you must cancel your ABN if this is no longer the case. You may also need to cancel your ABN and apply for a new one if you change your business structure, for example, if you change your business structure from: • Individual/sole trader to partnership • Partnership to company • Individual/sole trader to company. Before changing your business structure, you should understand the impact this will have on your business and clients; this may include changes to tax obligations and other business registrations. Sometimes updating invoices and documents with the new ABN gets forgotten and results in other businesses having to withhold a higher amount of tax, so don’t forget to update all invoices and business documents with the new ABN if granted. I would recommend you seek professional advice before changing your business structure.

Myth three: You don’t need an ABN until you start to pay GST The truth: You may still need an ABN even if you earn below the GST threshold of $75,000. You generally need to quote an ABN on your invoices or other documents relating to sales you make to other business. If you do not quote an ABN when you supply goods or services to another business, they may have to withhold tax from their payment to you at the rate of 47 per cent (from 1 July 2017) under the PAYG withholding system. You are required to register for GST within 21 days of your GST turnover exceeding the relevant threshold, and before you can register for GST, you need an ABN. Don’t wait until

you need to register for GST; get your ABN at the start. When you apply for an ABN, you can register for tax obligations such as GST and PAYG withholding at the same time.

Myth four: If you have an ABN and earn below the tax threshold, you don’t need to lodge a tax return. The truth: If you are carrying on an enterprise, you will need to lodge an income tax return regardless of how much you’ve earned. In fact, keeping up to date on your lodgment obligations is a great way to demonstrate to us that you are carrying on an enterprise. The requirement to lodge is irrespective of whether the business is reporting a profit or loss and is not subject to the tax-free threshold.

Myth five: ABNs are automatically cancelled, when you cancel GST, Pay as you go withholding or other business registrations The truth: Cancelling your GST registration does not automatically cancel your ABN. If you have to cancel your GST registration because you have restructured your business, sold it or closed it down, you may also ask us to cancel your ABN registration. Before you cancel your ABN, ensure you meet any lodgment, reporting and payment obligations with any government agencies you deal with. It’s a good idea to wait for any processing to be completed before you cancel your ABN.

You can cancel your ABN online at abr.gov. au, all changes you make to your ABN online will take effect immediately.

Myth six: Keeping your ABR details up to date isn’t important The truth: This is false, and the reason is near and dear to my heart - ABN data held within the Australian Business Register (ABR) is a key national data asset and a critical tool in the Australian business landscape. ABR data is being used by business, government and the community for purposes outside the tax system to help everyday Australians and businesses such as business identity checks, disaster planning, policy design and targeting services to business. It is therefore imperative that the ABR is a trusted source of information. To make the data useful and truthful, it’s crucial ABN holders fulfil their obligations to update their ABN details within 28 days after you become aware of any changes and report their business activities to the ATO. So how did you go, did you know all the myths and matching facts? For more information and to see some more myths (along with my face) head along to the ABR website for our ABN fact and fiction videos. Emma Rosenzweig is responsible for the Australian Business Register and is passionate about improving the registration experience, and improving the quality and currency of the data held on the ABR. www.linkedin.com/in/emmarosenzweig www.abr.gov.au

Business Franchise Australia and New Zealand 21

pr o file : S u bway

the

human ingredient Millions of ways to make a sandwich but one ingredient remains the same: the human ingredient. From a humble submarine sandwich shop, to the largest quick service restaurant network in the world, Subway® is one of the world’s most-recognisable brands and has built its reputation on quality, freshly made food. With a 50-year global history and 1600 restaurants across Australia and New Zealand, people often ask what is the recipe to success? It’s simple: the human ingredient. Each restaurant is individually owned and operated, and franchise owners from diverse backgrounds, who all have one thing in common: their love of freshly-made food.

Subway® is a business of opportunity When Damian Culpeper first started as a Sandwich Artist® while studying at university, he never imagined that Subway® would be his future.

“I always wanted to run my own business but didn’t know how I was going to do it. The biggest driver for me was finding a good healthy fast food option. Subway® ticked all the boxes as there were plenty of fresh food options, plus lots of systems and processes in place to help me run a successful franchise,” Damian said. After finishing his university degree and exploring other career paths, Damian realised that a desk job wasn’t for him. He returned to Subway® and now owns his own restaurant. “My job has a great amount of variety. I’m in charge of hiring staff, managing and ordering stock, staff rosters and payroll. I also spend time serving and talking to guests. For anyone who doesn’t want to sit behind a desk all day, I really encourage them to consider Subway,” Damian said.

Subway® is a business for entrepreneurs Mum of two and Subway® franchise owner Krystal Butler purchased her own Subway® franchise after working in another restaurant and believes it is a career that delivers flexibility and profitability.

For Krystal, owning a Subway® restaurant has been a career that has been compatible with kids and allows her to support both her family and her team. “Subway has allowed me to achieve what a lot of people are striving for – work and life balance. My children are my top priority but I’m also very goal-driven and my Subway restaurant is important to provide for my family,” Krystal said.

Subway® is a business for families For Subway® franchise owner, Dallas Mulholland, his business has been a family affair. After purchasing his first restaurant, it wasn’t long before his own daughters started contributing and developed a taste for excellent and preparing freshly-made food. Now, the business has become multigenerational, with daughters Shannon and Casey, working alongside their father as owners and carrying on the business. Building this legacy has been about leadership for Dallas, not just for his daughters, but also for the wider team. “I lead by example, I’m happy to roll up my sleeves and do any job, whether that be the dishes, wiping tables or cleaning up. It’s all important. If my team see me do that, I’m hoping they follow my lead,” said Dallas. “I am fortunate to have a great team that take pride in what they do.”

Subway’s vision The recipe to Subway’s global success has been in the people behind its restaurants. The brand’s unique operating model provides dedicated business development teams in the field to support franchise owners from pre-purchase through to the day-to-day management of their restaurant. To assist owners in managing the fast-paced nature of the retail food industry, Subway® provides a suite of resources and training tools, as well as regular business management support. If you’re hungry to join a brand that is both passionate about quality food and people take a fresh look at Subway®. For more information visit: www.subway.com

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Millions of ways to make a sandwich. One ingredient remains the same: The Human Ingredient. Krystal Butler is a Subway® franchise owner and is passionate about quality, fresh food. If you’re hungry to join a brand committed to fresh food and building better communities, take a fresh look at Subway®.

e x pert a dv i c e

The Five Roles to Evolve Beyond Your Leadership Comfort Zone As a business leader, the question you may be asking yourself either consciously or unconsciously is ‘how can I make my potential count for the most in this world of effort?’ And that is precisely the question you should be asking. In order to become more effective, it’s essential first to consider a simple question that I’ve been intrigued by for more than twenty years. What is the tangible difference between a good leader and a great one? In this world of endless meetings, emails and new management fads, how can a leader

exchange their effort for the most significant results to scale a business with happy customers, shareholders and employees as well as healthy financial results? Many leaders achieve good results, but deep inside they might know that their effort could count for more, they aspire to achieve great results but might not know what those great results are, or what they must do to achieve great results. Over those twenty years as an entrepreneur and leadership team coach, I couldn’t find a book that detailed exactly what a leader must do to achieve great results. A truly great leader looks to have an enduring, positive impact not only on the immediate economics but also the people, the employees, customers and suppliers, as well as the longterm growth and stability of the business. If we look to distil what a great leader does and can do each and every week to provide both short- and long-term value, there are five key

roles that great leaders perform as well as the subsequent results that the execution of those roles create.

Accountability

Great leaders ensure that people know how to succeed in their role, to the point that it’s not possible to misunderstand, they ensure that KPIs which define roles are clear, measured and failure has a consequence that is transparent and is known by all employees and suppliers. Unlike some workplaces, people don’t walk out of meetings saying, ‘What a waste of my time!” Instead, team meetings are conducted with an agenda and data is available to make decisions during meetings effectively. As a result, leaders who effectively execute the accountability role improve the consistency of their results, due to higher discipline and tend to attract a higher percentage of top performers.

Ambassador

“By consciously building a great culture that delivers on the needs of the right people, great leaders become magnets for exceptional talent, which then leads to higher retention and higher productivity.”

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Great leaders know you can’t be the head of the company (or department) without being the face as well. They are involved as an ambassador in the engagement process for employees, customers, plans and initiatives. No matter the size, the business must have an ambassador to represent it in some form at a ‘ceremonial level’. It’s not possible to abdicate this role and ask others to attend to important events such as signing a new major client, winning an award or fronting the media. Equally having the leader in an ambassadorial role assist with onboarding new employees or discuss core values or core purpose stories regularly will help develop and maintain a more engaged workforce that contributes to a higher percentage of top performers and higher retention.

Culture

Every organisation has a culture, but some are cultivated to be great. With talented people being one of the most significant contributors to an organisation’s strategic value, and that leading to a war for the most talented people, consciously building a culture to attract and retain ideal employees is a critical role of a leader. By consciously building a great culture that delivers on the needs of the right people, great leaders become magnets for exceptional talent, which then leads to higher retention and higher productivity.

Strategy

Great leaders rely on a strategic system that delivers a unique and valuable position in the marketplace that is different than its competitors. Through a structured process of quarterly and annual planning, great leaders align strategy to successful execution delivering on the needs of their ideal customers and building strategic momentum over time. As a result, the organisation experiences higher productivity and consistent growth.

“A truly great leader looks to have an enduring, positive impact not only on the immediate economics but also the people, the employees, customers and suppliers, as well as the long-term growth and stability of the business.” Brad Giles | Business speaker, Adviser Entrepreneur and Author

Succession planning

Great leaders build systems to insure against people, products, customers or investments failing to perform. They are deliberately protecting the consistency of staff and supplier output and revenue stream consistency, knowing the impact on growth and profit and when successful, the succession planning role contributes to consistent growth and consistent results. Whatever leadership role you perform, or when you look to your peers in their leadership role, and how they perform it, consider these five roles and whether any of these might be absent. For the absence of a role, or a deficient rating in one of these areas indicates the edge of the person’s

leadership comfort zone. The area they are uncomfortable pushing beyond. But for a leader to truly achieve greatness and real results, requires pushing beyond their leadership comfort zone. Brad Giles is one of Australia’s most sought-after leadership team coaches. An experienced business speaker, adviser and entrepreneur, Brad works with some of the country’s leading mid-sized firms, helping CEOs and leadership teams to thrive. He is also the author of Made to Thrive: The Five Roles to Evolve Beyond Your Leadership Comfort Zone ($29.95). Find out more at: www.evolutionpartners.com.au

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e x pert a dv i c e

Your Email Pitch to the Local Reporter you an email out of the blue. That’s your first advantage. If you have spoken to the reporter, you should know how they want to receive your pitches. If you haven’t, email is still the preferred option of most. The subject line is critical here. If this is boring, the email may well get deleted before it’s even been opened. The subject line has to hook the reporter enough to make him or her open the email. An excellent way to come up with the right subject line is to check out the front page of your local newspaper. The headlines there are all designed for the same purpose. Obviously, they need to explain what your idea is about, but they also need to do this in the most exciting way possible.

“Lots of great ideas never make it into the news. There are different reasons for this, but a common one is that reporters never see them.” Pete Burdon | Founder & Head Trainer | Franchise Media Training

In the last issue, the focus was on how to write a press release, but it only touched briefly on how to write an email pitch. I explained that often an email pitch is all that you need to get your story accepted by a reporter.

Why?

Today, we’ll focus on the pitch in more detail because it’s a vital element in the process.

The first way to do this was covered in the article a few issues back. That focused on how to get on his or her radar. Like any business relationship, you are far more likely to listen to an idea from someone that you know than someone who suddenly rings you or sends

Lots of great ideas never make it into the news. There are different reasons for this, but a common one is that reporters never see them.

Most reporters get swamped with emails. The good news is that the vast majority come from people who have no idea what the media are looking for and are focused on their own needs and wants, rather than those of the media outlets and their audiences. You can use this to your advantage by knowing what they are looking for. However, it would help if you still had a way to stand out above the crowd and get the reporter to give your story idea the attention it deserves.

26 Business Franchise Australia and New Zealand

There are a few things that need to be in the body of your email pitch. Firstly, you need to sum up your idea as quickly as possible. Reporters don’t have much time, so you need to get to the point. You could either do this in a few sentences or use a few bullet points. Two other things are missing from most pitches. Firstly, you need to say why you think the idea would be of interest to the audience of the media outlet. That’s the only criteria that will decide whether the reporter moves ahead or not. Remember, this is not about you; it’s about the audience of the outlet. The last thing that works well is to comment on an earlier story from that reporter, particularly if it relates in some way to your pitch. That shows you’ve done your homework and are keen to help, rather than score some free publicity. Good luck. Franchise Media Training prepares franchisees and franchisors to massively grow their sales and bottom lines. Go to www.FranchiseMediaTraining.com and download the free report, “3 Secrets To Explode Your Franchise Sale and Profits with Free Press.” www.franchisemediatraining.com

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Should You Swear in Your Marketing? There’s been a bit surge in the last few years with people incorporating swearing into their marketing and their book titles, to name a few, there’s the “Subtle art of not giving a f#ck” by Mark Manson, “Go the F#ck to sleep” Adam Mansbach and “The life changing art of not giving a f#ck” by Sarah Knight. It does seem to be a growing trend. The question we should be asking ourselves is: “Why is this being done and is it something I should emulate?” The world of social media is noisy. It’s growing every day, and everyone is struggling to stand out, be seen and to be heard. Swearing in your marketing might seem like the logical conclusion to make, but it’s not always the right move. Here are six things to consider before deciding to use swearing in your marketing:

The pattern interrupt

Imagine you’re in a state of mindless scrolling on Facebook or Instagram and then BAM! A loud, noisy siren goes off, and it’s the most deafening sound you’ve ever heard in your life. You would look up. You would be in shock, and you would be wondering what the heck is going on. Suddenly, you’re paying attention to something other than what’s going on right in front of you. This is a classic example of a pattern interrupt. It changes your focus and can change your state. Using a pattern interrupt can be an effective way of getting attention in the short

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term, yet, if everyone is doing it, it becomes normal, and people start to ignore it.

“When you ask yourself “Should I swear in my marketing” make sure the answers are coming from a place of brand authenticity for you and your business.”

Polarisation

Polarisation is defined as the division into two sharply contrasting groups or sets of opinions or beliefs, and this is something you can use on social media.

Nicola Moras | Online Visibility Expert and Author

Most people have an opinion on swearing, and in particular some specific swear words. For instance, many don’t mind the full use of ‘BS’ and others don’t mind the ‘F’ word. Others, yet, find it offensive and hate it. Others think it’s the best thing on the planet when someone drops an “F bomb”. A great example of this is as at live events such as a Tony Robbins event. I was at one recently, and there was a bit of swearing. I don’t mind it, but many others were complaining about the use of swearing. Others were indifferent. Others loved it. Swearing seems to be an effortless way to sort people into three main categories: Love it, hate it and indifferent. The trick with using swearing as a polarisation tactic is this: If you don’t usually swear and if you feel uncomfortable doing it, then don’t do it! Don’t jump on a fad because it seems like the thing to do. Authenticity rules the world.

Is it reflective of your values?

Some people have strong opinions about swearing, and if yours is that it shouldn’t be done, don’t bow to the perceived pressure to include swearing. It will land the wrong way, and you’ll end up looking silly rather than looking like an expert.

Own it

If you’re going to swear, you need to ‘own it’. This means using the words that you’re going to use with volition and intention and with purpose. It could be to instigate the use of polarisation and as a pattern interrupt, which is excellent. Don’t ever apologise for the language you use if it’s done with intention and authenticity.

Swearing will be THE reason some people buy and the very reason some don’t Time and time again, I have been told that people have bought from me because I have included swearing in titles of programs, in emails and posts online. My clients have experienced this, and I have seen my peers do this over and over again as well. Yes, it will turn some people off, but others

will love you even more because of it.

is all about them and not at all about you.

The bottom line is this: If you swear in your everyday life and with your clients, then consider using swearing strategically in your marketing. If not, then don’t.

When you ask yourself “Should I swear in my marketing” make sure the answers are coming from a place of brand authenticity for you and your business. Don’t jump on the bandwagon because it seems to be the thing to do these days.

Dealing with the feedback of well-meaning individuals

Swearing is generally something that most people have an opinion. Some people will share with you that you should not swear or that you should tone it down. If you have worked through the first five steps and you are happy that swearing aligns with your brand, then don’t get caught up on the feedback. When people weigh in with their opinions, don’t react. Say thank you and move on. Their interpretation of what you’re doing and saying

Nicola Moras is an online VISIBILITY expert and author of Visible, a guide for business owners on how to generate financial results from social media and digital marketing. Nicola helps clients around the world achieve visibility, impact and profits, enabling them to become ‘professionally famous’ online. Find out more at: www.nicolamoras.com.au/events

Business Franchise Australia and New Zealand 29

sna ps h ot: S n a p Pr i nt & D e s i g n

Australia has well and truly entered the digital age, and while some predicted its arrival would mark the downfall of traditional media, Snap Print & Design is proving print is as profitable as ever. The heritage franchise operator has come a long way from the corner store print shop made famous in the 1960s. A revolutionary approach to technology, adoption and innovation has placed Snap Print & Design at the forefront of the $898bn global printing industry. The brand’s immersive suite of graphic design and business services allows Australian small and medium sized organisations to reach new audiences and clientele. With the millennial generation quickly transitioning into leadership roles, that growth is predicted to continue. Market research company, Quocirca’s Global Print 2025 report revealed that a transforming executive workforce will provide a boost to the print industry. “Millennial decision-makers are less sceptical about printing and printed documents than those in other age groups and believe that paper documents will continue to play a significant role in the future workplace,” the report stated. The study went on to reveal that 64 per cent of businesses believe that printing will remain important to their business even by 2025. That confidence is buoyed by an ongoing need for physical signatures, and receipt of paper communications from suppliers, along with the preferences of customers and employees. For Snap Print & Design, the integration of digital initiatives does not present a sector challenge, but rather an opportunity to showcase its expertise. Despite having over 120 years of experience in the print sector, the brand has never rested on its laurels. In fact, Snap Print & Design was pivotal in introducing digital printing to the Australian market back in the 1960s, and that focus on new developments remains strong. Over the past few years, Snap Print & Design has rolled out a range of new services and products to help Aussie businesses and franchisees boost their bottom lines. The end-to-end printing service is now a one-stop-shop for all marketing, design and print solutions, offering ePublications, videos, websites, QR codes and offset printing. Furthermore, the innovative Aussie icon unveiled a full network rebrand in July, providing franchisees with a revamped strategy for success. If you would like more information about Snap Print & Design franchising opportunities and what the print Industry can do for you, visit www.snap.com.au/franchising/franchising.html and make an enquiry today.

30 Business Franchise Australia and New Zealand

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Proposed Franchising Code changes: What every franchisor should know 4. A healthy franchising model fosters mutually beneficial cooperation between the franchisor and the franchisee, with shared risk and reward, free from exploitation and conflicts of interest. (3 questions) 5. Principle 5. Where disagreements turn into disputes, there is a resolution process that is fair, timely and cost effective for both parties. (2 questions) 6. Franchisees and franchisors should be able to exit in a way that is reasonable to both parties. (2 questions) 7. The framework for industry codes should support regulatory compliance, enforcement and appropriate consistency. (2 questions)

RIS options include major changes

The next stage toward increased regulation of the Australian franchise sector is currently underway, with the Franchising Taskforce assessing stakeholder feedback to its Regulation Impact Statement (RIS) that outlines options for significant changes to the Franchising Code of Conduct. The RIS was released on November 11, with public consultation closing less than four weeks later on December 6. The 49-page RIS sought specific input on 17 questions arising from seven principles derived as key themes from the 2018 Inquiry into the Franchising Code of Conduct. For each principle in the RIS, input was sought for up to three problems distilled from

the Inquiry report that were perceived to cause harm or difficulty for franchisees, for a total of 16 problems across all seven principles. Each problem has up to four options each (for a total of 49 options) ranging from “maintaining the status quo” (i.e. no changes to the Franchising Code), to significant regulatory intervention. In addition to the problems and options outlined for each principle, the RIS sought public input on two or more questions for each of the following seven principles: 1. Prospective franchisees should be able to make reasonable assessments of the value (including costs, obligations, benefits and risks) of a franchise before entering into a contract with a franchisor. (3 questions) 2. Franchisees should have time to consider whether the relationship is right for them before committing to an agreement. (3 questions) 3. Each party to a franchise agreement should be able to verify the other party is meeting its obligations and is generating value for both parties. (2 questions)

32 Business Franchise Australia and New Zealand

Some of the 49 options proposed under the Regulation Impact Statement would result in major changes to the Franchising Code of Conduct if adopted. Some of these include the following: Financial Disclosure – Franchisors or franchisees selling a franchise would be required to give two years Business Activity Statements (BAS), and other financial information, or where this is not available, financial information for a comparable franchise, and verify the accuracy of financial information (Option 1.1.2) and Option 1.2.2 (a)). National Franchise Register – This option may not be limited to a list of franchisors, but include a requirement to lodge disclosure documents and template franchise agreements (Option 1.2.2 (b)). Extend Cooling-Off timeframes & triggers – Options propose to extend cooling-off to either 14 or 21 days from the current seven (Options 2.1.2 and2.1.3), and adding a new cooling-off trigger where lease terms are provided after the franchise agreement cooling-off period has expired, and the lease terms are more than 10% greater than originally estimated (Option 2.2.3). A further

trigger may extend cooling-off to transfers, extensions and renewals (Option 2.3.2). Marketing Funds – Increased frequency and standards of reporting may be required around marketing funds (Option 3.1.2 (b)), as well as the introduction of penalties for incomplete reporting (Option 3.12 (b)). Disclosure of Rebates – Franchisors may be required to disclose the percentage or amount of rebate received from suppliers, as well as what proportion is retained by the franchisor and what proportion (if any) is directed to franchisees (Option 4.1.2). ROI for Capital Expenditures – Franchisors would be required to ensure that franchisees receive a return on capital expenditure (Option 4.2.2). Limits on Unilateral Variations – Franchisors would be banned from introducing unilateral variations to franchise agreements, or alternatively, be subject to a limitation of circumstances in which unilateral variations could be made (Option 4.3.2). Arbitration when mediation fails – The RIS recognises that the government may not be able to compel parties to arbitrate, but proposes this would occur after mediation has failed (Option 5.2.2(b)). Sector levy to fund improved mediation – This option proposes to merge the Office of the Franchise Mediation Advisor (OFMA) and the Australian Small Business and Family Enterprise Ombudsman’s (ASBFEO) mediation services into one body, to be funded by a levy based on numbers of complaints received (Option 5.1.2(a)). Require dispute resolution processes to be included in franchise agreements – This option would also include required timeframes for dispute resolution processes, including arbitration, to occur (Option 5.1.3). Termination restrictions and franchiseeinitiated termination – This option proposes to apply additional requirements before franchisors can terminate franchisees under the special circumstances in the Franchising Code (Option 6.1.2(a)) (e.g. not until after mediation has been attempted), as well as provide statutory rights for franchisees to initiate a termination (eg. due to hardship, business failure, etc) (Option 6.1.2(b)). Dilution of Restraint of Trade clauses – This option proposes further amendments to Clause 23 of the Franchising Code to void restraint clauses that do not comply with this clause (Option 6.2.2), plus add clarification of what constitutes a breach under this clauses. The Code may also be amended to include

“Some of the 49 options proposed under the Regulation Impact Statement would result in major changes to the Franchising Code of Conduct if adopted.” Jason Gehrke | Director | Franchise Advisory Centre

common law principles to protect franchisees against unreasonable restraints. Goodwill – Franchisors will be required to clarify the franchisee’s rights in relation to goodwill at the end of the agreement, including how this will be calculated (Option 6.3.2). Harmonisation of the Franchising and Oil Codes – This would require either both Codes to use the same common provisions (Option 7.1.2) or repeal the Oil Code and add specific fuel retailing provisions to the Franchising Code (Option 7.1.3). Increased penalties – Both the Franchising Code and Oil Code would be subject to penalties for all breaches, and all existing penalties would be increased (Option 7.2.2)

Minor changes proposed Many minor changes to the Franchising Code are also proposed in the Regulation Impact Statement (RIS), and due to their relatively non-controversial nature, are likely to be adopted. These include: Electronic Disclosure – Franchisors will be required to provide an option to give disclosure documents in electronic format to franchisees (Option 1.1.2 (a)). Provide ACCC Franchisee’s Manual – Franchisors will be required to give this ACCC publication to franchisees (it is currently available online to download for free). (Option 1.1.2 (d)).

The Franchising Taskforce is currently assessing stakeholder feedback to the RIS, and may publish submissions online. According to a flowchart on the Taskforce’s website, once stakeholder responses have been assessed, the Taskforce will then provide advice to relevant ministers (including the Minister for Employment, Skills, Small and Family Business), followed by a public announcement of the Government’s position on franchising reforms. A public announcement is not expected until early 2020, with speculation that the commencement date for amendments to the Franchising Code of Conduct may occur on July 1, 2020 in line with the timing of amendments to the Code arising from previous inquiries. Head to the following links to access: Franchising Taskforce Regulation Impact Statement (full version); https://docs.employment.gov.au/documents/ franchising-regulation-impact-statement-ris Franchising Task Force Regulation Impact Statement Fact Sheet (ie. short version); https://docs.employment.gov.au/documents/ ris-fact-sheet Franchising Taskforce Issues Paper; https://docs.employment.gov.au/documents/ franchising-taskforce-issues-paper

Pre-entry education for franchisees – This includes potentially requiring franchisees to undertake existing free online education (Option 1.2.3) or building a new government website for potential franchisees (Option 1.3.2), and may include more education around leasing requirements (Option 2.2.4) and legal rights (Option 4.3.3), plus education around termination processes (Option 6.1.3) and improved understanding of how goodwill is handled in franchising (Option 6.3.3). Improved sector education – This option requires the government to provide more communication and guidance about Franchising and Oil Code compliance to sector participants.

What next for possible Code changes?

Franchising Taskforce process outline & Terms of Reference; https://www.employment.gov.au/franchisingtaskforce Franchise Inquiry final report: Fairness in Franchising https://www.aph.gov.au/Parliamentary_ Business/Committees/Joint/Corporations_ and_Financial_Services/Franchising/Report To learn more about likely changes to the Franchising Code and best practices in franchising, enrol in a Franchise Advisory Centre education event visit www.franchiseadvice.com.au/overview © Copyright 2019, Jason Gehrke, Franchise Advisory Centre. www.franchiseadvice.com.au

Business Franchise Australia and New Zealand 33

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What other advantages are there to the Bedshed franchise business model?

12 Business Franchise Australia and New Zealand

“A couple of years ago, we embarked on a full refurbishment of our network of stores, and we call this our evolution fit-out.” “In our opinion, they’re the best-looking stores in the country. We see this as a positive and new approach to bedding retailing, keeping us at the forefront of the industry.” “The evolution store design is based on consumer buying behaviours and aims to promote the feeling of trust and comfort within the customer promoting higher sales. The store design highlights the product instore and showcases it as it would look in a customer’s home, creating a positive space which allows customers to see all the products on offer.” “Our other major competitive advantage is that we import directly, cutting shipping costs,” says Culmsee, “we order direct from the manufacturer and import directly to the franchise partner; giving us control over stock availability and cutting out any middle man expenses.”

cent of the franchising sector. Our mix of industry knowledge and specialised advice and training, mean greater success for our franchisees.”

What does it take to be a successful franchisee?

VOL 14 ISSUE 02 JAN/FEB 2020

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“A franchisee’s ability to interact with customers will determine the trust and loyalty that is built. Equally important is how a franchisee interacts with their staff. A franchise store is only as good as the people who work in it, so it’s integral that staff feel happy and motivated,” he adds.

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Retail Experiences that will

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your customers have changedBut have you?

Business Franchise Australia and New Zealand 35

what’snew! 7-ELEVEN WENDOUREE NOW OPEN to provide fantastic service and a convenient range of products and services. Ballarat locals can use the 7-Eleven Fuel app. Drivers can lock in the cheapest fuel price locally available at the five closest local 7-Eleven stores, and redeem it anytime in the next seven days at any 7-Eleven fuel store. As a bonus the 7-Eleven Fuel app also has regular offers on the great range of products instore.

7-Eleven Australia opened its newest store at 1002-1006 Howitt Street Wendouree in November. The Wendouree team have been providing a great experience and offer to Wendouree locals and visitors. 7-Eleven Victorian State Manager, Marc Costabile said the store team will be working

“Victorians have been great supporters of our 7-Eleven Fuel app. The app lets customers lock in the fuel price when it suits them and redeem it within the next seven days at any store in the country. Since January 2017, Victorian drivers using the 7-Eleven Fuel App have saved more than $4.6 million, an average of $5.88 per fill (average 15 cents per litre saving),” he said. Mr Costabile said the store offers the new 7-Eleven ParcelMate service, in addition to a range of other convenient products and services.

“The 7-Eleven ParcelMate service allows customers to conveniently and reliably send parcels 24 hours a day, 7 days a week, 365 days a year. Our prices are designed to give our customers great value, domestic standard 1kg is $11, 3kg is $14. For domestic express, 1kg is $14 and 3kg is $17,” Mr Costabile said. Customers at the store are encouraged to bring along their reusable cups, or to recycle any single use cups. “Our customers can bring along their reusable cup for their coffee, or use one of our reusable Slurpee bottles for their Slurpee purchases to reduce single use cup waste. In our pioneering partnership with Simply Cups, we’ve helped them to recycle more than 6 million cups nationwide since early 2018. We’d love Wendouree locals to take advantage of our Simply Cup recycling unit to recycle any single use cups or straws they have,” Mr Costabile concluded. www.7eleven.com.au

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Snap Print & Design can offer customers the glossiest white on transparent and coloured media with high-opacity white that resists yellowing over time, has enhanced scratch resistance and a quicker turnaround times.

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you can transform any rigid or flexible substrate with amazing colours. And with no smell, new colours, new substrates, and HP’s white latex ink this printer is an industry breakthrough. Snap will be able to deliver quality printing on any rigid or flexible surface including wood, aluminium, glass, ceramic and more.

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To deliver for their customers Snap Wynyard has just installed one of the first HP Latex RSeries Printers. It’s a gamechanger for Snap, and for what they can do for their customers

36 Business Franchise Australia and New Zealand

Snap Wynyard will be able to push the boundaries for its customers – more than ever before.

THREE NEW BEN & JERRY’S STORES

David Jones and BP Collaboration opens in Melbourne It’s time to celebrate! Ben & Jerry’s has announced a trio of new Scoop Shop franchise openings, with more on the way for 2020. Ben & Jerry’s and franchise partner, DC Strategy have announced that two new scoop shops are confirmed to open around Melbourne, as well as an additional location in Auckland, New Zealand. James Young, Head of Franchise Sales and Development at DC Strategy, said, “We’ve been working with the Ben & Jerry’s team for a number of years and the new string of franchise grants show that we’re continuing to grow and evolve in innovative and socially-responsible ways. We’ve been their franchise partner since the beginning and it’s great to see their vision and passion come to life. The new scoop shops are key assets to the network performance and will provide a solid foundation for the next wave of franchisees.” The much-anticipated Ben & Jerry’s Burwood Brickworks Shopping Centre opened its doors before Christmas. Aiming to be the most sustainable shopping centre in the world and the first to achieve the Living Building Challenge™, Burwood Brickworks is set to raise the bar and transform the area into a brand new mixed-use urban village. The second Melbourne location on Acland Street in St Kilda will create a buzz and provide a new attraction along the famous food and casual-dining street! The ice cream giant’s addition will create a brand new hotspot for people from all areas of Melbourne, just in time for Summer. The popular strip is well known for its desserts and beach vibes! Perfectly located amongst the busy shops and bars, the cuttingedge and famous storefront design is sure to have queues outside all day and night!

David Jones and BP have unveiled their first store collaboration, in Bayside, Melbourne. The new high-end convenience store, offers over 400 high-quality products under its dual-branded roof, with food-for-now and food-forlater options including pre-prepared meals and groceries from David Jones Food’s exclusive range. The 24-hour store has been designed to create a seamless shopping experience, utilising BP’s expertise in convenience retailing, with selfservice checkouts and ample parking. Five more partner stores are set to open in Melbourne between December and March. These stores will pop up in Ringwood, Glen Waverley, Brighton, Clarendon and Greensborough. Five sites have also been earmarked for Sydney in Rozelle, Artarmon, Kingsford, Ashfield and Mosman, with these stores set to open from February to April 2020, The retailers will use insights and customer feedback from the initial 11 stores to inform the next phase of development, with plans to add more stores in 2020. “Our Bayside BP and David Jones Food Store offers customers a glimpse into the future of shopping on our Australian forecourts – aiming to deliver an outstanding retail experience with the highest quality fresh food at great value,” Brooke Miller, BP Australia vice president sales and marketing said in a statement on Wednesday.

The latest Auckland location will open in Commercial Bay at the start of the new year, giving locals a fresh and convenient scoop shop to indulge in chocolate chunks and swirls.

“The store design has been carefully planned to cater to the expectations of busy, urban customers while still providing BP’s usual high-quality offers such as the Wild Bean Café.”

Bruce Lambert, Business Development Manager, Ben & Jerry’s ANZ said, “We’re absolutely thrilled to see three new franchised Scoop Shop’s opening in Australia and New Zealand. We’ve worked really hard with our franchise partners DC Strategy to find and recruit the right franchisees that are passionate about both the business and its company values.”

She said the opening is an important step in BP’s strategy to transform convenience retailing in Australia.

www.benandjerry.com.au

www.bp.com/en_au/australia/promotions/david-jones-food.html

“It’s been a real pleasure to work with David Jones to develop this partnership and both companies are excited about offering Australian consumers something fresh, delicious and different,” she said.

Business Franchise Australia and New Zealand 37

FE ATUR E : r e ta i l fr a nch isi ng

FE AT U R E A R T I C L E

Retail Experiences That Will

Keep Customers Coming Back Advice on improving and promoting the retail customer experience gets thrown around a lot these days, mainly because your customers can shop from anywhere. At a time, where sites like Amazon, eBay and ASOS are enabling people to purchase products with a tap of a button, traditional retailers need to step up their game and offer experiences that customers can’t get on their phone or online. It’s important to remember that although retail may be struggling at the moment, it is alive and well, but it is evolving, and retailers must play on their strengths to ensure their customers keep coming back.

Face to face customer service

You shouldn’t underestimate the value of face to face customer service. Providing customers with a warm welcome, being patient and taking care of the customer’s needs with high-quality service goes a very long way. The key to excellent customer service is building good relationships with your customers by promoting a positive, helpful and friendly environment. A positive environment will ensure your customers leave with a great impression. Happy customers will return often and are likely to spend more with you. In the retail space, keep the following customer service points in mind: • Perfect your greeting • Remember and appreciate regular customers • Make an effort to educate and upsell shoppers • Go the extra mile for your customers • Establish a local connection with your customers

38 Business Franchise Australia and New Zealand

• Find the perfect solution for each shopper • Ensure your product knowledge is flawless • Apologise for any mishaps

Make your shopfront stand-out Rather than simply lining up your wares in your front window, create a scene to engage and attract customers - you want to tell them a story about your business. Make sure your shopfront is clean and fresh for maximum street appeal – don’t let dust gather and update your display regularly. The right lighting can make a huge impact on your shopfront. Installing overhead lighting or spotlights to make your products stand out and look their best. Have fun creating your window space. It’s a great chance to share your products and attract customers.

Create customer loyalty Not only do loyal customers spend more, but loyal customers will refer their friends

Give your customers a reason to be loyal, set up ways to communicate with your customers and provide extra perks for your most loyal customers. If you’re thinking about implementing a rewards program; make it free to join, make it easy to take part in and make it worthwhile for the customer. Unless you are a big name brand offering extremely valuable benefits, there is no reason to expect your customers to pay for your rewards program. Remember the loyalty program is an incentive for them to make more purchases at your store. Make sure that your customers find it simple taking part in your rewards program - it does not need to be something complicated or time-consuming. Your customer should want to take part in your rewards program. While it is essential to keep them engaged, the only thing that will make them want to take part in the first place is an attractive perk at the end. Give back to your loyal customers to display your appreciation, be it through gifts, surprise events, discount offers and secret sales.

Implement personalisation Personalisation in retail uses your customers personal data to provide tailored shopping experiences to shoppers in a retail environment. Every path to purchase is different, and, personalisation in retail aims to assist each individual based on their behaviours and needs. Making a customer feel like one in a million can be the secret ingredient to creating a strong connection between your customer and your store.

mobile app, in-store, or post purchase, communications are integral and should offer appropriate incentives, offers or products.

Online shopping options In today’s market, many purchases involve both digital and physical perusing of goods. A purchase can often begin with online research followed by a visit to the store to make a purchase, or a purchase may start with a customer examining the product instore but making the purchase online. Smartphones mean shoppers can perform their research and price comparisons on a product while in the store. Virtually all large brick-and-mortar retailers will also have a robust online presence, so even if you are a small retailer, an online store is a must-have to increase sales and build your brand. Your customers are increasingly browsing and shopping online, and a presence online will keep you competitive.

Offer click-and-collect Are you already selling online? Great. By offering click-and-collect services in your store, you will not only get people to your physical location, but you can potentially increase sales in the process. Customers who use click and collect get to control when they want to pick up their delivery, and they don’t need to think about missing their delivery. Also, your customers are not met with any added delivery costs, so it’s much more convenient for customers. Conversely, offering a simple returns process online or in-store, adds the same benefit to customers and your business.

Post-purchase communication Post-purchase communication is an essential feature of any retailer’s customer retention plan. Post-purchase communication keeps the conversation going with your customers well after they leave your store, and can strengthen the relationship with your brand and builds loyalty. If you capture your customers’ email addresses, phone numbers and mailing address when they make purchases, you can use this to communicate with them after they purchase to cross-sell or upsell.

Social media Most of your customers are likely to follow you on social media after purchasing with you. Make it simple for your customers to find and connect with you online by adding your socials to your website and in emails. Once your customers are following you, you need to get them to engage with you. Create easy ways for them to share information about their purchases with social posts via a branded hashtag or pre-populated posts.

Soliciting feedback It’s essential to ask for feedback from your customers. Your customers’ feedback can inform decisions on product or stock, pricing and branding. You can seek customer feedback via reviews, surveys and social media; this will not only provide you with great insights but will make customers feel as though their voices are heard and appreciated. Every interaction you have with a customer has the potential to turn a one-time shopper into a lifelong loyal customer, so play on your strengths and keep those customers coming back.

Before you start on any project, there are a few steps to consider; you will need to have the right technology platform in place, that can store and manage data. You will need to gather as much data as possible from customers, so having a secure and easy to use platform is necessary. Your technology platform will also need to segment and automate the campaigns for you. All personalisation programmes should have similar goals, including: • Increased relevance for the consumer • Improved customer experience • An increase in sales for the business Whether you communicate with customers about your loyalty program via email, a

Business Franchise Australia and New Zealand 39

FE ATUR E : r e ta i l fr a nch isi ng

and family to your store and loyal customers are more likely to respond to marketing campaigns, offers and events.

FE ATUR E : r e ta i l fr a nch isi ng

e x pert adv i c e

Your Customers Have ChangedBut Have You?

In the early days of e-commerce and online shopping, businesses were asking the question, “How can we make our website customer experience as good as the ‘real world’ experience?” Now it’s precisely the other way around. In the world of smartphones, social media, free shipping, online reviews, and a global marketplace, businesses are now facing the opposite challenge: How can you make your in-person experience as good as the online experience? The fact is, your customers have changed. The question is: Have you?

“In the world of smartphones, social media, free shipping, online reviews, and a global marketplace, businesses are now facing the opposite challenge: How can you make your in-person experience as good as the online experience?” Gihan Perera | Business Futurist, Speaker & Author

Here are five key things customers do differently now.

according to SupplyChainBrain) now start their product search online.

Moreover, just because they reach you, don’t assume they are a captive market. Yes, marketing suggests that 57 per cent of customers use their smartphones in-store to continue researching the products they want to buy.

They do more online research

Your customers’ buying journey doesn’t start with you. You might be one of the last steps on the journey after they have researched, reviewed, filtered, and finally narrowed it down to their shortlist. It shouldn’t come as a surprise that most customers (81 per cent,

This means that investing in your online experience – and more specifically, your mobile online experience – is a must. This will pay off, not just by keeping up with the competition, but by increasing loyalty: research by Google suggests frequent mobile shoppers spend 25 per cent more in stores.

They want to try before they buy

Augmented reality (AR) – where digital information is overlaid on the physical world – is playing a more significant role in the shopping experience. IKEA was a pioneer in this space, with its phone app allowing customers to ‘project’ IKEA furniture into their homes so they could see how it would fit in. Similarly, Sephora uses AR to help customers digitally ‘try on’ make-up in their stores. AR is not yet mainstream, but that’s all the more reason to invest in it now because its novelty will attract customers. Besides, it might not be as far away as you think. According to Digital Bridge, nearly 70

40 Business Franchise Australia and New Zealand

FE ATUR E : r e ta i l fr a nch isi ng “Helping customers connect gives new customers a way to feel like part of a community, and passionate customers a platform to share ideas, rave about you, and everybody in between the chance to explore a stronger connection with your brand and organisation.” per cent of consumers expect retailers to launch an AR app soon, so it could be a very effective way to stay ahead of the game.

They want the personal touch

In the good old days, the owner of the corner store knew all his customers by name and knew their quirks, preferences, and buying behaviours. Big data, artificial intelligence (AI) and predictive analytics are bringing that kind of personalisation back into the customer experience – and your customers value that personal touch. Deloitte research suggests over half of consumers like personalised products and services, and one in four will pay more for them. Personlaised service relies on collecting personal data (This is why Facebook is so powerful because its algorithms know so much about your life). However, customers – particularly younger customers – are more willing than ever to disclose that personal data. Research from both Accenture and Salesforce suggests that 55-60 per cent of customers will share personal data in exchange for rewards or exclusive deals. Whatever you’re doing to collect personal data from your customers, do even more. Even if it costs money now, it’s an invaluable

investment in your future customer relationships.

They want you to be helpful - but not pushy

Your customers want to buy, and value your help and advice, provided you do it appropriately. Many of them don’t like it when your advertising follows them around on social media after you visit their site, but they would welcome your tailored recommendations. The pioneer in this area, of course, is Amazon.com, with its powerful recommendation engine. Amazon, through its Amazon Personalize service, has now released the powerful AI behind this service to any business.

They want to connect

Your customers already connect and engage with each other on Facebook, Instagram, and Twitter. However, few companies give their customers a way to communicate with each other. Sure, you might be making it easier for them to engage with you, and that’s an integral part of creating a better customer experience. However, do you help them connect as well?

You could do this with an online customer forum, a Facebook page, a support forum for customers to share ideas and insights, or networking events for your top-tier customers. Helping customers connect gives new customers a way to feel like part of a community, and passionate customers a platform to share ideas, rave about you, and everybody in between the chance to explore a stronger connection with your brand and organisation.

Invest in your future customer The best businesses have always understood their customer’s journey and created superior experiences at every touchpoint. However, don’t forget that your customers have changed, so their customer journey has changed. To stay ahead of the game, invest in your future customer’s journey, and you’ll be investing in your future as well. Gihan Perera is a business futurist, speaker, and author who works with business leaders to help them lead and succeed in an uncertain but exciting future. He is the author of “Disruption By Design: Leading the change in a fastchanging world” (RRP $33). For more about how Gihan can work with your leaders and teams, visit GihanPerera.com

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pr o file : th e Lot t

Festive season foot-traffic:

How the Lott supports its franchisees throughout retail’s biggest time of year Knowing that this time of year is one of the biggest for its franchisees, the Lott ensures its retailers are provided with not only innovative and exciting products but also the extra support to ensure their gifting season can be their best season. In the lead up to the holiday shopping period, the Instant Scratch-Its team at the Lott works hard to develop exciting and fun Christmas Instant Scratch-Its games that are the perfect gift – whether they are popped in a Christmas card or used as a gift tag. These products provide an excellent add-on gift to many of our franchisees’ product ranges or an excellent cross-sell for others. In 2018, over 8.2 million Instant Scratch-Its tickets were sold, with the 2019 figures expected to be in the same range. To complement this exciting festive range, the Lott provides its retailers with in-depth support to help them reap the benefits of the

busy period. This support includes educating franchisees about the product range, providing inspiration on how to display and sell the product, and creating promotional templates for local area marketing and more. Speciality gifting accessories, such as tinsel Christmas trees, themed envelopes and Santa stockings, are designed and dispatched to franchisees to inspire gifting options for their customers. The Lott has also introduced specialised floor merchandising units to help profile Instant Scratch-Its tickets. During the 2019 merry season, over half a million pieces of gifting merchandise were ordered by the Lott franchisees to meet their customers’ demands for easy gifting options. Franchisee with the Lott, and owner of CTC Erskine Park, Fares Shanoudi said the Instant Scratch-Its gifting options helped add another dimension to gifts being sold in store. “We add Instant Scratch-Its, lights and candy canes to novelty Christmas trees and wrap them up in cellophane and we also package up Christmas baubles with Instant Scratch-Its added to them,” she said. “We price these up at different price points from $20 to $50 and place them in high traffic areas, so they are constantly seen. “We have seen an increase in sales during the

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Christmas period year on year, and we are looking forward to seeing what the results are after the 2019 festive season!” The franchisees are also supported by a dedicated ‘Santa’s workshop’ portal on the Lott’s intranet, which has dedicated resources for retailers to leverage the potential increased foot-traffic the festive season brings. Retailers simply log onto their portal and download information about the product, step-by-step instructions on how to sell gift packs and more. Recognising this time of year was a crucial trading period for its retailers, the Lott General Manager Lotteries Retail Antony Moore said his goal was to provide additional products and support to franchisees. “We know that there are three major gifting periods throughout the year, Mother’s Day in May, Father’s Day in September and the Christmas season from late November to December 24,” he explained. “Each year we ensure that our retailers have an enticing offer for their customers through specialised Instant Scratch-Its and other special promotional lottery draws, such as the annual Saturday Lotto $30 million Megadraw. “Not only do these specialist products and promotional lottery draws entice people into a retail outlet, but the increased foot-traffic also provides an opportunity for our retailers to cross-sell their other products.” With the busiest time of year out of the way, the Lott is already working on ways to support its franchisees during the next gifting season – Mother’s Day is only a few months away! www.thelott.com/franchise

When Australia dreams, we all win! Why join us at the Lott? The Lott* offers Australia’s official lottery games which Australians trust and love! Each year Australia’s Official Lotteries make dreams come true. With the help of our retailers, Australia’s Official government-regulated Lotteries play an important role in helping to support Australian communities with over $1.4 billion^ available for hospitals, schools and sporting groups. We are Australia’s largest retail franchise network with almost 4,000 franchisees, operating across all of Australia, except for WA.

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e x pert adv i c e

Safeguarding Your Retail Franchise from Chargeback Fraud As we enter the third decade of the 21st century we move further towards what has been dubbed a ‘cashless society’.

the process for which a customer can dispute a transaction. Subsequently, the various financial institutions that issue these cards – banks, credit societies etc. – changed their rules for disputed transactions to conform with Visa and MasterCard’s new policies.

But with more customers paying by card than ever before, it is important that retailers across the sector understand how the various laws and policies may impact their business.

In a nutshell, this has resulted in the bulk of financial institutions now accepting at face value any unauthorised claim by a cardholder regarding an online transaction. Whereas previously a retailer was advised that a transaction was disputed before any reversal occurred, now an institution will initiate a chargeback with immediate effect and automatically deduct the relevant amount of money from the retailer’s financial account.

In 2018 two of the biggest card providers, Visa and MasterCard changed their transaction dispute policies to streamline

The rationale behind this rule change was sound enough. Visa and MasterCard wanted to make it easier for customers who have

For consumers, card transactions provide a simple payment option that doesn’t require them to lug around spare change, and thanks to new technologies has become increasingly more secure.

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genuinely had their card scammed to receive quick recourse. However, this well-meaning reform has brought with it a raft of unintended consequences that impact retailers. Feedback that the NRA has received from industry is that there has been a noticeable increase in the number of customers purchasing goods online, receiving the goods and then disputing the transaction. Financial institutions and card issuers simply taking customers ‘at their word’ has allowed a small minority of people to manipulate the system so that they receive both the purchased item and their money back. There have even been reports of customers returning their purchase to receive a refund, only then to receive an added reimbursement by disputing the transaction and thereby effectively receiving a ‘double refund’.

Dominique Lamb | CEO | National Retail Association

which a business can lodge a dispute or the number of disputes that can be challenged in a specific period. It’s therefore vital that all retailers contact their bank regarding their rules for challenging a chargeback and compare which institutions offer the most flexible policy in this area. The second, and perhaps most important, way for retailers to combat refund fraud is to be able to identify a chargeback on financial statements. Again, different institutions denote chargebacks in different ways, but generally transactions recorded as CBK, CBACK or of a similar code denote a chargeback. At the end of the day, it’s pretty hard to safeguard against chargeback fraud if you’re not even aware that it is occurring. Understanding a financial institution’s dispute policy and being able to recognise a chargeback on a bank statement are all well and good, but what proactive steps can be taken to limit chargeback fraud from occurring in the first place?

Given that most financial institutions no longer provide advanced notice to a retailer about a deduction, affected businesses can be left with a significant difference between their sales records and their bank accounts. This presents an even greater challenge to smaller retailers who require sufficient levels of cash flow to remain solvent. So, what can retailers do to safeguard themselves from the small number of unscrupulous consumers manipulating the new rules? First thing is to understand that since a business’s relationship is with the financial institution, and not the card issuer, it is the bank who a retailer should go to for any dispute against a chargeback. Respective institutions have different policies on how these disputes are processed. This includes different rules regarding the timeframe in

It’s important that retailers can demonstrate to their bank that the ability to make a fraudulent online transaction is as low in likelihood as possible. Having a rigorous transaction process in place for purchases made via a webpage or an app greatly enhances the ability to curtail shoppers exploiting any refund loopholes. Moreover, someone will be less likely to target a business that has a thorough set of checks and balances due to a high probability of eventually being caught. The most straightforward measure is for a retailer to, where possible, implement a two-tier verification for any online purchase. This is relatively easy to do and won’t impose a significant barrier to a consumer looking to make a purchase quickly. Alternatively, retail franchises should explore the secure payment facilities that are provided by card issuers such as Verified by Visa or MasterCard SecureCode. Then there are of course also the traditional safeguards such as requiring the three digit CVV number recorded on each card for online purchases or if the transaction is made in store checking whether the customer’s signature corresponds with the

one on the back of the card. To be clear, from our experience it is only a miniscule number of dishonest people who have sought to rig the new set of rules. It should also be noted that there is certainly merit to Visa and MasterCard’s change of rules that seek to fast-track the process for customers who have become genuine victims of credit card fraud. We’re confident that now that the loophole has been identified, that both the retail and banking sectors will work together to find a resolution that adequately balances the interests of consumers and retailers alike. However, in the meantime, retailers of all shapes and sizes need to take the time to safeguard their business from chargeback fraud. Australian retail faced enough challenges throughout 2019 with low consumer confidence and stagnant sales. Seeing hardearned revenue walk out the door due to dishonest transaction disputes is an expense all franchisees could do without. The good news is that there are straightforward measures that can be implemented to combat the scourge of chargeback fraud and we implore all retailers in the franchising sector to take the appropriate steps to safeguard their business. Dominique Lamb is the CEO of the National Retail Association, she has extensive experience providing industrial relations and employment law advice to a range of small, medium and large businesses across a range of industries. The National Retail Association is Australia’s largest and most diverse industry association. As a not-for-profit organisation. Its mission is to support, inform, protect and represent the interests of retailers and fast food businesses, providing advice on issues such as employment law, industrial relations, training information, workplace health and safety issues, event details, advocacy and policy updates, HR advice and migration and visa issues. www.nra.net.au

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“Australian retail faced enough challenges throughout 2019 with low consumer confidence and stagnant sales. Seeing hard-earned revenue walk out the door due to dishonest transaction disputes is an expense all franchisees could do without.”

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e x pert adv i c e

“Trade Masters” Of Old the Hope for Retail Future There’s no denying that bricks and mortar retail are going through hard times, there’s also no denying that in many instances the retailer has been the instrument of their own demise. To a large extent, the retail experience has become boring. There’s no theatre, no experience, no point-of-difference. Perceived value is only achieved by discounting, and service is minimal and disconnected. I, like

many others, think “Why would I bother to visit shops when online is so easy?” It is time retailers turned back the clock and became “Trade Masters” – elite practitioners who have mastered and deployed every element of successful retailing. Trade Masters who spend time teaching their skills to new practitioners and Trade Masters who explore new ideas and implement change.

Start with passionate training Whether it’s your Christmas casual or the new full-time retail assistant, you are inducting into your business, make it a passionate process. Get them excited about retail, your business and all your products. Educate them in your processes

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and encourage them in their learning. Be patient and acknowledge successes with small celebrations. Have fun goals as well as serious budgetary goals. Build a team that is committed to the success of your business. Build a team where ideas are welcomed. Build the next generation of knowledgeable retailers.

Add theatre and experience You need to get people away from the convenience of their screens and into your shop. Offer them something they can’t get at home – an immersive experience. Whether it’s free five-minute massages, the latest local pop sensation signing autographs or someone in a “Bluey” costume giving kids handouts – plan something that relates to your business

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“You shouldn’t underestimate the value of face to face customer service. Providing customers with a warm welcome, being patient and taking care of the customer’s needs with high-quality service goes a very long way.” and creates a “must-see” vibe. Use social media to spread the word and be strategic about how you harvest the crowds you draw. Have a few choice exclusive deals for that day only. Advertise events, new products and specials happening in the future. Provide discount vouchers with short time periods for cash-in. But before you do that, make sure your retail outlet is a great place to visit. Make it an inviting space that’s well-lit and where it’s easy to find what you’re looking for and add an engaging personality. Start with your front window – does it tell a story about what you sell? Will it make people stop to have a look? Movement always attracts attention, whether it’s an animatronic toy or a digital display.

“Do your homework, always over-estimate your financial outlay, add your passion then enjoy the challenges of being a business owner with that additional comfort of expertise on tap from your franchisor.” Corina Vucic | Director | FC Business Solutions

Have a point of difference Design or source products that are unique to you, but if you can’t do that, have a service offering that is unique to you.

Make every customer feel like royalty A sincere interest in serving the people who enter your space is the basis of excellent customer service. It can’t be faked, but it can be learned, and as a Trade Master, you can help your team deliver customer service that is second to none. It’s not about the hard sell, but it is about providing information and alternatives. It’s about not jumping to conclusions but reading body language and verbal cues and it’s about doing what you can to provide the product or service the customer needs and if you can’t satisfy them, then reassuring them that you’ve been happy to spend time with them and hope to see them again soon. It’s about follow up and following through on promises. It’s about handling complaints with an open mind and an end goal of having the complainant be your advocate.

Embrace technology Obviously, your point of sale technology is vital and indispensable. If interrogated, a good system can give you an insight into how your business is going, what products are selling, where you are making the most profit, etc. Technology can also be your silent salesperson with digital displays throughout your space. Use this technology to not only educate but to inspire. Don’t just tell people

“To a large extent, the retail experience has become boring. There’s no theatre, no experience, no point-of-difference. Perceived value is only achieved by discounting, and service is minimal and disconnected.” Corina Vucic | Director | FC Business Solutions

about your products in a video, show them lots of ways to use them. Promote upcoming specials, new product releases, in-store events. Maybe even consider partnering with a local business to promote a deal they have.

Use social media for conversations Too many businesses use their social media accounts as a means of putting brochures in front of people. It’s pointless and annoying. Focus on the “social” in social media. Have

conversations with your client base. Provide them with great information, a bit of a laugh and competitions. Asking questions is an excellent way of interacting. Ensure you have a well-constructed social media policy that provides all the dos and don’ts for your staff and anyone who is in the social space promoting your business.

Data is the new gold – be a miner The ability to continue to interact with clients or potential clients is gold. But

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“Online shopping is here to stay, and savvy Trade Masters will embrace it as an opportunity rather than treating it as competition. Make your online site exciting, informative, easy to navigate.” how do you get their contact data? It’s no accident that every major retailer has a loyalty program in place. In exchange for handing over their contact data, customers sign up to receive information on products and deals – usually with the carrot of points, discounts or rewards. But there’s no point in collecting this data if you don’t have a robust customer relationship management (CRM) system in place to not only collect the data, but also to schedule interactions and then analyse results. Data can be captured at the checkout with your sales assistant trained in how to offer the rewards program in exchange for contact information. It’s important to be flexible in the information you receive. Some people are happy to receive email EDM’s but aren’t interested in having text messages to their phones. Competitions are also an excellent way to collect data. Give away an iPad or a Google Home – and all people have to do is provide you with their contact information to be in the draw to win. Once you have this data, it mustn’t be abused. This means having a privacy policy that’s displayed on your website and is available in-store, training your staff on the importance of protecting that data and having the technology that is robust with the appropriate virus protection. Any “unsubscribes” from EDM’s need

to be treated with respect and actioned immediately – there are legal implications if you don’t. Don’t just blast out sales messages to your database. What would you like to have land in your inbox? Something informative, fun, engaging? So, do your customers. Analyse which of your EDMs provoked the most unsubscribes and conversely look at what had the most click-throughs.

Make online selling your partner, not your enemy Online shopping is here to stay, and savvy Trade Masters will embrace it as an opportunity rather than treating it as competition. Make your online site exciting, informative, easy to navigate and above all, secure. Be accurate in all information, giving all the detail a person needs to make an informed decision. Let them know exactly how much postage is going to cost early in the process – there’s nothing worse than getting to the checkout and finding out that the delivery charge is more than the item. Be accurate in estimated delivery times and spell out your returns policy – making it as easy as possible for a person to return an item that doesn’t suit their needs. Have a “click and collect” option, and when the customer comes in-store to collect their purchase have the collection point prominent

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and in the midst of your well-presented store, other stock and specials. Not only are you increasing the likelihood of an impulse buy, but, if you’ve set your space up correctly, you’re showcasing your product, letting them know about events, offerings and in-store discounts.

Elevate retail and get dollars in the door Yes, being a successful bricks and mortar retailer is getting harder, but with an elevated vision, a commitment to delivering a superior experience and by embracing smart marketing tactics, Trade Masters can entice people back into their shop as well as catching the buyers (and their dollars) online. Corina Vucic is the Director of FC Business Solutions. With over 20 years in the franchise industry, and extensive operational and management experience, she works closely with leaders to take their business to the next level. Whatever their goals, Corina coaches, mentors and supports business owners and executives to maximise success and minimise risk for long-term business prosperity and security. To discuss how Corina’s expertise can help take your business to new heights, contact: 03 9533 0028 cv@fcbs.com.au www.fcbs.com.au

STATEWIDE MASTER FRANCHISE VIC - NSW - QLD perfect written and spoken English, be highly organised and be able to fund the initial Franchise costs.

No jewellery specific knowledge is required as full training is provided for this unique Franchise Opportunity. A low setup cost and fair royalty structure that reward and encourage growth and profitability. “Polished Diamonds - Jewellery Design” is an award winning, global jewellery business looking for clever people to operate an exclusive State-wide territory in New South Wales, Queensland and Victoria. This is a big business opportunity to establish a leading brand across entire States with a low cost entry franchise model. Ideal candidates will have excellent sales and marketing skills,

Our supply chain includes the world’s largest diamond cutting facility, 1.56m loose diamonds worth $7.4b, CAD jewellery modelling, 3d printing and MRI laser scanning. Manufacturing is completed in our workshop and the franchise offering is a retail role in a boutique luxury showroom which we’ll help you select, then assist with fit out and a marketing campaign so you are ready to open. As winner of “Best Retail” at The Business Awards, our systems are a proven success.

Contact Daniel Joines to discuss this opportunity and for our indepth brochure. 1800-233-299

dan@polisheddiamonds.com

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One of the most critical decisions in franchising you will ever make! Whether you are a franchisor, or a franchisee, finding a great site is one of the most important decisions you will be making, and sets up the way for a successful journey into the future. Great location and low rents are the dream; however, the reality is you need an excellent site, and not to be paying too much for most franchises to operate successfully Do not think of the lease fee as a monthly expense, treat it as a long term commitment that if all else fails, the landlord will still be expecting to be paid until the end of your

“Whether you are a franchisor, or a franchisee, finding a great site is one of the most important decisions you will be making, and sets up the way for a successful journey into the future.” Peter Buckingham | Managing Director | Spectrum Analysis

lease. Add that up over five to 10 years, and it will probably be the most significant expenditure you ever make outside your home.

Where do I start to make an informed decision? The first thing you need to address is, where do you begin to seek the ideal store? You can be reactive – i.e. listening to every real

50 Business Franchise Australia and New Zealand

estate agent in the market, telling you he/ she has the best opportunity available. Or you can be proactive, undertake preliminary research, and decide upon what makes logical sense where to start looking for the ideal store. The first thing you must consider is who is the customer and roughly where do they sit in the socio-economic world? Some items may be described as “demographically agnostic”, or everyone uses it or buys it,

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“It is quite easy to talk about the perfect site, but my view is before you even open that discussion, you need to understand the areas under offer and select an area suitable to what you plan to sell, rather than a great site in a mismatched area.” but most franchise systems have a target audience, and your first thoughts should be to match the area to the product you sell. Would you be better selling $50,000 diamond rings in Toorak or Broadmeadows (Vic), Double Bay or St Mary’s (NSW), Cottesloe or Armadale (WA)? Think of whom the customer is likely to be, and how do we locate our business in a suitable area? You can use demographics to understand better the areas that interest you. The 2016 Census is still the most current data, and you can look up some information in the ABS website (www.abs.gov.au ), look for quick stats (or just Google quick stats), enter a suburb or postcode, and a large amount of information will appear. Once you click on the people data, you will see the area, the State and Australian figures for that location. You quickly see whether the area is high or low in terms of what you are looking for, and you can use this to assist your decision. Do NOT become concerned about the size of the population of a single suburb or postcode in the metropolitan areas, as these are irrelevant if you know there is population all around you. A country location (town or city) is different, as that number probably represents the total market available. Suburbs and postcodes are somewhat random in size and can vary from 817 people (in Kooyong) to 50,474 people (in Reservoir), both suburbs in Melbourne. One point I want to make here is to look at a map, and remember - “fish don’t purchase what you are selling – unless it is bait”. Areas such as Williamstown (Melbourne), Newport (Sydney) and Cottesloe (Perth) may look good when walking around, but you are in water within one-kilometre in at least two directions! The market is, therefore restricted in how many potential customers are within a three-kilometre radius.

Census data should help you answer the following types of questions: • Are the people in the area younger or older than average? • Is the area a young family type area? (children’s items)

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“You need to have some base knowledge of the area as we have found these often to be excessive, or not realistic if another large shopping centre may be only five-kilometres away.”

3. Are the shops being offered the correct size? 4. Are you in a suitable precinct, matching you with others in the same market? 5. Who are your near neighbours – do they benefit or hinder your brand 6. Is the pedestrian traffic strong? 7. Am I paying the correct rent for what I am selling? Shopping strip 1. Where is the busiest sector of the shopping strip? 2. Am I prepared to pay the rent for this area, or should I look further out from the centre of the strip? 3. If the store the right size? 4. Is there reasonable parking nearby? • Is the area more of a yuppie/student type area? • Is there high ethnicity in the area? If so, who is present? (suitable cafe offers) • What is the average household income, and where does that sit Australia wide? (fast food vs casual dining and expensive restaurants). • Do people drive cars? (fuel and tyres) • Do they rent, are buying their houses, or own them? (mortgages and loans) Depending on what type of franchise you are joining, this can be very critical. Most franchisors will do their best to help you, and in some cases may provide what we call a datapak, or could assist you with looking up and understanding the census data. You will have heard those words that you must do your due diligence ringing in your ears. The franchisor or their staff can not/should not/will not commit to you any undertaking regarding sales you can expect. They may be able to show you actual examples of other franchisees’ sales in the system and be able to introduce you to or advise what actual levels of sales they are enjoying. It is then your call on what you expect to sell in the future. If you are looking at going into a shopping centre (mall), I am sure the leasing agent

will be providing the best demographic information possible to help sway your decision. My main concern is that they like to show a map and class areas as a primary catchment, secondary catchment and tertiary catchment areas. You need to have some base knowledge of the area as we have found these often to be excessive, or not realistic if another large shopping centre may be only five-kilometres away. Once you understand the data, you should be able to be proactive and help the franchising manager by saying these are the actual areas you want to find a store in, not just where the local agent says.

What comes after the area analysis? Once you have an area, you need to match your expectations with what is available and your budget. Depending on what you are selling and whether you are going into a shopping centre or a strip, these are the points to look at:

5. Is there some visibility for my signage? Freestanding site (QSR, petrol station etc.) 1. Where is the traffic strongest (traffic counts)? 2. Is the site suitable for what we are selling? 3. Is the access good – preferably from both directions 4. Visibility (from both directions) 5. Traffic speed going past – is it reasonable to pull in?

Summary It is quite easy to talk about the perfect site, but my view is before you even open that discussion, you need to understand the areas under offer and select an area suitable to what you plan to sell, rather than a great site in a mismatched area.

1. Size of the shopping centre and what is the

Peter Buckingham is the Managing Director of Spectrum Analysis Australia Pty Ltd, a Geodemographic and statistical consultancy. Peter is the Go-To person as to where to open new stores in Australia. Peter is both a Certified Franchise Executive (CFE) and a Certified Management Consultant (CMC).

2. gross lettable area retail (GLAR), moving annual turnover (MAT) and pedestrian count?

To contact Peter email peterb@spectrumanalysis.com.au or visit www.spectrumanalysis.com.au

Shopping centre

52 Business Franchise Australia and New Zealand

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Assist with financial planning and driving profitability Manage day to day bvusiness operations Bake the highest quality fresh bread Train, grow and develop your baking team and implement local community marketing strategies

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Be your own boss in an iconic Australian business where you have control of your own destiny

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OWN

sna ps h ot: S u p e r G re e n S o l u ti o n s

Love a life on the road? leading energy efficiency advisers, suppliers and installers. While an innovative approach to energy efficiency put the brand on the map, a dedicated focus on improving customer experience is serving as the next step. “This is the disruptor. Shopping now is on your mobile phone. Five to ten years ago, people were walking down the strip mall, and then they moved to a shopping centre, now they are shopping on their phone,” Cochrane said.

Energy-efficient franchise business, SuperGreen Solutions has rolled out an innovative new, mobile model. A network-first, SuperGreen Direct is a lowcost mobile showroom that allows prospective franchisees to take advantage of the global business’ established branding. Under the new model, franchisees take SuperGreen Solutions’ industry-leading catalogue of products and display them directly to clients, in their own home. Sean Cochrane, SuperGreen Solutions founder and managing director, says the new SuperGreen Direct franchise opportunity was designed to reflect the evolving nature of retail and eCommerce.

where the new mobile model is just $85,000, drive away. The vans are fully equipped with a plethora of energy-efficient products, that serve a dual purpose as both a showroom and a mobile workspace. Additionally, the fully Wi-Fi enabled spaces have integrated lighting displays, electric vehicle chargers and air-purification devices all controllable through the onboard Google Home system. “The van displays all of our products, everything that is in that showroom is now in the van,” Cochrane said.

SuperGreen Direct as a disruptor The addition of the mobile sales model is sure to be a boost for bricks and mortar retailers as well, with Cochrane revealing existing franchisees can now serve as supplier hubs.

“Let’s face it, the way business has been done in the past will not be how business will be conducted in the future,” he said. “Bricks and mortar are changing, and some people don’t want a five-year lease, that’s why we’re introducing this.”

“If I’ve got the store and you are the sales guy, you don’t have the stock on hand, so essentially it feeds back into the bricks and mortar retailer. The bricks and mortar operator can then split the profit as he is effectively working as a supplier.”

The new SuperGreen Direct vans are also a significant reduction in price. At present, a SuperGreen Solutions storefront will set you back roughly $200,000, depending on fit-out,

It’s a proactive changing of the guard for SuperGreen Solutions, which has achieved enormous success in Australia and abroad. The business has become one of the country’s

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The SuperGreen Direct showroom is just one of the three new mobile models the brand is currently rolling out to combat the evolving sector.

New SuperGreen Solutions models The global franchise is also launching an installer and electrician/plumber model for those looking to specialise their offering. “The next step is finding the electrician and solar installer that wants his own van. He doesn’t want a show-room; he wants that identification with the tools. When the bricks and mortar retailer sells a Tesla battery, he needs someone to install it, that’s where this model works.” It’s a system that allows for free-flowing movement across all platforms, whereby the SuperGreen Direct sales van can quote and sell products, pass a supply order on to the bricks and mortar retailer before having the mobile installer visit the homeowner. The full-service model is what sets the brand apart, Cochrane said, with so many entities all operating as a team, everyone wins. “Remember, with all these additional vans driven around, there is more noise, more brand awareness, and all that static is bringing more value to the bricks and mortar model.” To secure your area, Call Sean on 074772 7655 or 0481167423 or Email franchise@ supergreensolutions.com.au

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G L O B A L E X PA N S I O N We can help to put your franchise system in an operational position to attract successful franchisees. We are members of the IFA and other respected organisations. The transition process can be daunting, but we know the trusted business and legal players who can take you through the first minefield.

Our GLOBAL CONNECTIONS are trusted operators in their markets and will enable a smooth entry into NEW TERRITORIES.

With direct experience of the North American, UK and Australian/New Zealand Franchise markets we have been in the business of selling franchise systems direct to franchisees for over 35 years.

Constant changes within the codes of conduct can create a massive challenge to franchise systems wanting to move outside of their established markets.

For an initial discussion, please contact

globalpublishers@icloud.com

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How to Franchise

your Business Simply It‘s more than just systems: a franchise without a system is like a car without wheels – it’s just not going anywhere. Whether you are just starting up, you currently have 50 franchisees or are somewhere in between, if you are to franchise successfully, you need a clear simple and well-documented system just as any well-run business does. But I have found during my 30 years of dealing with franchised business for both myself and others, that success involves so much more than just systems and a set of documents. Converting to the franchise model will create change in almost all parts of your business. Here are some examples.

Building two business structures You are in fact building at least two very different but linked business structures, one for you as franchisor and one for your partners in business, your franchisees. Your franchisees will take responsibility for dealing with your clients or customers, and they bring in the money. Your franchisees will be doing much of the technical work your business now concentrates on. You, as the franchisor, and leader of the franchise group, need to make sure everything is working and that you provide the right support to give your franchisees the best chance of success. You are going to trade your franchisee service for the money they pay, and as they will be watching your every move to make sure they get value for money, so you had better do your part well.

“You, as the franchisor, and leader of the franchise group, need to make sure everything is working and that you provide the right support to give your franchisees the best chance of success.” Brian Keen | Founder | Franchise Simply

Franchisor support

The market says yes

So yes, one of your core roles as the franchisor is to look after your franchisees. And this will involve different skills with different franchisees as they grow in your partnership.

Looking after your brand and marketing is also a central responsibility for any franchisor. Marketing in a franchise, as with any business, involves far more than just advertising.

In the early days, you will be inducting them into the franchise, teaching most of them exactly how you want them to do business:

First, and most importantly, you need to understand the market that loves your product. Make sure you have a product which has a sustainable tribe of raving fans. And then work out how big you want the franchise group to be. Marry the two and make sure your product is presented to your tribe in a way which will satisfy their every desire.

How to make up the burger to meet your customers’ expectations. How to interact with your customers. How to make your business look and feel. You will also be teaching many of them the basics of business — all about accounts, advertising, converting leads to sales. As time goes on, though, your interaction with this group will change. They know the basics and understand all the technical details. But they will be looking for a change and maybe help in growing their franchises. Perhaps by adding more outlets so they, like you, will need to learn how to step out of business and manage it from the outside. As Tim Wise, founder of the Tap Doctor explained to me, as his franchise matured, he needed to change the way his staff interacted with franchisees, and so he needed to adjust the skillset of the team he employed in his support office to match franchisee needs.

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And remember, it is the characteristics of this tribe of raving fans which will provide the details for you to work out your franchisee territories, which in turn feed into your fee structures. Great fee structures and profit will ultimately determine whether you have happy franchisees or not. Secondly, looking after the brand is a central role, making sure everything looks the same and works the same, so your franchisees have enough leads to keep them (and you) profitable and happy. You cannot afford to let your franchisees make changes to the brand as they wish; this doesn’t mean you cannot make adjustments to meet cultural differences in different localities, but changes in service, product and the way your

business looks and feels need to be carefully considered by you within the context of keeping the heart of the brand consistent. Subway in India, for instance, overcomes local cultural needs by serving from two counters. One a traditional Subway offering and the other a vegetarian counter to suit religious requirements and cultural tastes. McDonald’s in Australia was the first to introduce the McCafe counter to meet the need we have for espresso coffee on the road. But these changes are made in a carefully considered way. Thirdly, take control of the way your franchisees get their customers. In many franchises, responsibility for supplying leads (advertising) to each franchise outlet is also held by the franchisor. Jim Penman, of Jim’s Mowing fame, for example, decided right at the beginning of his journey in franchising that he wanted people out in the field to be mowing lawns and bringing in the money. And that meant they should not be spending time doing office work they were not suited to doing well. So, he decided the franchisor office would take every call for a lawn to be cut. The job was costed and then allocated to the appropriate franchisee to complete. The balance of how much advertising and admin work is undertaken locally will be different with each franchise group.

“If you are looking to franchise your business, remember you do need to look at how the whole franchise will be structured and to review each aspect of the business to make sure you grow a group of happy and profitable franchisees.”

Two sides of the same business

Expansion with choice

So yes, big or small, the secret is to realise you are building two completely different business structures from your current business and you will be doing business in a completely different way in the future.

How big do you need your franchise group to be? Do you have a simple business method which will suit the largest number of potential franchisees or does the complexity in your business restrict the market? How skilled do you need your franchisees to be?

To tease out how you will organise these two sides of the business, so they work together, I have found I need to look at every aspect of your business; not just marketing and support, but also how the money works for both sides of the franchise in the long term, who is going to do what exactly, how product is going to be supplied. The list of questions is endless. To simplify the process, I have an uncomplicated four-step system, my Franchise Success Path, which covers every aspect. At the outset I have to say, I agree, franchising is not necessarily easy. It is hard work. But I know the process can be made simple. These are some of the things I would be looking for in your business.

I have discovered that people who choose to grow their businesses through franchising are entrepreneurs. They are always looking for something new, and so most who come to me have businesses with many layers. The trouble is, people who are attracted to buying franchised outlets are very different. They are looking for a clear business idea, one which not only appeals to them but which they can see will work. It is the most straightforward franchise systems which will appeal. I had a client in the wedding industry who provided both the wedding ceremony (usually on a beach) and the wedding celebration

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afterwards. She found it was difficult, logistically, to organise clearing up after the service and then running to the celebration venue with sand between her toes in time to greet the bridal party. And when she franchised, she found the combined business was just too complicated for one person to manage. So, she split her business into two franchise groups – one to deal with the wedding ceremony and the other to deal with the wedding celebration. What she also then found was that the two franchises attracted very different franchisees, with very different profiles and skillsets. Her story is not unusual. The thing is, these simple franchises appeal to a much wider range of people in the franchisee market, so you get more applicants giving you more choice, so you can select the best franchisees available, making it easier to expand the group.

Money makes the world go around Absolutely key is understanding the money. As a franchisor, you bring no money into the group. Your franchisees make it and pay you for the services you bring to them. This simple fact is often at the bottom of disputes where franchisees are not happy with your service. The bottom line is you want happy franchisees who love you, and it is profit – their profit – which will please your franchisees. So, right at the beginning, as you design your franchised business, you need to work out the money. • How much does each franchise outlet need to earn to be profitable enough to support you and them? • How much does your product need to cost and sell for? • How many items do your franchisees need to sell each month? • Who are the people with the money and love of your product, and what are their characteristics? • Where do they live and what are their habits? • What is the fee structure which will support your group as it begins and as it matures? The list is long. But once you know the answer, you will be able to set the structure of fees. You need to get this right as you will be stuck with it and not easily make changes. Training and conferences will need to be accounted for, and there may be accounting

fees. Think about negotiating the purchase of products with suppliers to give you rebates, but be sure to disclose them to your franchisees, so there is no feeling that you are making some extra on the side. What about renewal fees? Goodwill? Fit-out? Plant and equipment? There is a lot to think about when setting your fee structure and professional advice is the right avenue to take. Returning to the question of how large you want your group to grow, it’s about sustainability and your critical mass – what’s your tipping point with outlet numbers? Some say any less than 60 outlets, and you will not succeed. I’m afraid I have to disagree. And neither does the market. The trend in the US and elsewhere is for micro-franchise groups to grow, servicing a particular niche or a specific regional area. Indeed, I know a number of smaller groups, satisfied with being where they are. A small family-owned franchise group of bakers on the mid-North Coast of NSW and its hinterland only have about eight outlets, but this is enough to give the group what it needs. Others work hard at growing the franchise group to meet the needs of a much wider audience. The thing is, you stand to become successful faster if you work all of this out at the beginning. Then be adaptable, understand and move with the market into the future.

Be adaptable or die Remember the video store. First, the huge expansion of free-to-air television, then online piracy. Now, with programs re-playable on demand, Netflix and the like have taken over. Any franchise group which has been around for years will not look anything like it did when it began. If you want to have a franchised business which goes the distance, you have to adapt. It’s Darwin’s Theory of Natural Selection all over again: Adapt or Die. I am watching Maccas go through its latest round of adapting in Australia. Initially, just a burger store offering chips with that, they realised in the ‘90s that if they were going to get the kids, they needed something to attract Mum as well, and McCafe and a suite of healthier food happened. Today it is all about choice, so Maccas introduced Gourmet Creations, a concept new to them, the flexible burger – you choose your ingredients. Shades of one of their biggest fastfood competitors – Subway perhaps. We saw the rapid emergence of gourmet pizza

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with Pizza Capers and Crust Pizza. And now the third generation of local niche and hybrid franchises such as Soul Origin, Roll’d and Pizzarazzi cater to a new niche of foodies with palates influenced by My Kitchen Rules and Masterchef. And watch out for exciting new gnoccheria, Gnocchi Gnocchi Brothers opening up a yet another sector. And don’t be fooled into thinking this does not apply to you because such changes apply to a lot more than food. Keep an eye on what is going on in the market and adapt to keep up.

Are you fit to lead? Franchising is not for everybody. You may know everything there is to know about franchising, but you have to ask yourself the question, “Is franchising right for your business?” And more importantly, “Is it right for you?” Do you have the business skills, the confidence and personality to make your franchise system work?’ One of the other deciding factors when analysing whether a business is ripe to franchise is the personality of the business owner or owners. Is that person a natural leader? Does he or she have the characteristics to lead a franchise chain? However, as Jim Collins so succinctly puts it, leadership can be learned. Some of the most successful leaders in business and politics are just weird. The key is to understand three things. • Be humble and listen to what others are saying to you and be able to respond and when things go wrong to be prepared to sit down and discuss the problem. Hear what your franchise partners are saying. • Stand up for your franchise principles and be prepared to take the hard decision when needed. • Understand how different character types and different skillsets fit into your business. Profiling will help ensure the right communication, and decision-making styles fit into the different levels of the franchise. And don’t restrict the understanding to others in your team – if you understand how you fit into the scheme of things, you will not only be able to adjust your style to lead different groups of people more effectively, you will realise you need to employ others to fill the gaps your personality and skillsets show.

Don’t sell - recruit At last, as you move onto recruiting your

franchisees, remember, it is about attracting really good people. As John O’Brien from Poolwerx explains, “Think about it this way, you are not selling franchises, you are selecting franchise business partners, and it is important to have that clear difference in mind.” You are looking for people who are skilled, driven, energetic, experienced and want to see the group succeed. These days a broad range of people are interested in becoming franchisees. A lot of younger people who previously would have gone into a career are now seeking more exciting opportunities. Perhaps they are uncomfortable in the job market where the hire and fire mentality combine with the vulnerable economy and promotes a sense of insecurity. Owning a business seems a far more stable proposition and franchising is a perfect way to get started in their own business. Franchising also attracts people of middle age. They may have come out of middle management, taken early redundancy and are now looking to invest in their own business. A lot of tremendously successful franchisees have come from those sorts of backgrounds. But take care. Some people just want to buy a job, and that can be a bit risky for the franchisor. It depends on the sort of franchise they are buying. Be sure that they have the commitment, experience, and right goals in place to succeed in business.”

Franchisees can come from anywhere. But make sure you have a good fit for your group.

And finally – It’s true – you really can’t beat the system As I said at the beginning, the foundation of any good business, especially a franchised business, is a great system. And the thing is, a systemised business gives you a great exit strategy. A client of mine proved this. Speedy Lube is a car servicing business. My client was thinking of franchising, and I worked with him to systemise the business. We got all the documents in place, uniforms and scripts for each employee to greet and treat customers. Everyone needed to deal with clients in the same way. My client became unwell and decided not to go down the franchising path but to sell the business. The systems and standards meant that the business sold fast and for significantly more than it would have otherwise done. As a standard car servicing business, the market would have been restricted to mechanics, not generally a group with easily accessible funds. The purchaser of this business was not a mechanic; he was a whitecollar businessman and car enthusiast with limited mechanical skills who knew that he could slip into Speedy Lube easily because the systems were there and the staff well trained. Which is why we are a modern business and

have systemised our processes, introducing our new software, FranSystems to do two things. First, we use it to deliver our four step Franchise Success Path to you. And second, this same SYSTEM is there for you to develop your franchisor and franchisee operations manuals quickly, so they are simple for your future franchisees to use and abide by. To conclude, if you are looking to franchise your business, remember you do need to look at how the whole franchise will be structured and to review each aspect of the business to make sure you grow a group of happy and profitable franchisees. That way, you will become satisfied and profitable too. To your success! Brian Keen has been involved in the franchise industry for more than 30 years and today is the Founder of Franchise Simply. His on-the-ground business experience as a multi-unit franchisee, franchisor and consultant helping many of the big names create their own franchise systems and growth over the years has been fed into Franchise Simply, helping today’s SMEs grow their business by franchising. For more information on Brian can be contacted at Franchise Simply on 1300 960 136 or go to www.franchisesimply.com.au

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pr o file : Wo l l e r m a n n Fr a n c h i s e D eve l o p m e nts

Network Pacific Strata Management: Franchising Success It’s not every day a business opportunity comes along that provides both freedom and security. Strata management company, Network Pacific Strata Management, brings the best of both worlds to people seeking a business of their own, but with the support of an established, award-winning industry player. Since commencing operations in 1994, Network Pacific Strata Management has grown to be one of Australia’s largest and most successful strata management companies. It now manages over $6.5 billion of assets on behalf of 23,000 clients, with offices in Queensland, Melbourne, Europe and South East Asia. The company has offered strata management franchises since 2015 through its associated company, Network Pacific Strata Franchise. The franchise model has proven a great success, with the company’s first franchisee tripling his turnover since the commencement of the franchise. Due to rapid growth, Network Pacific Strata Management has recently launched a franchising expansion program on the basis of its extensive portfolio of owners corporations clients. Franchisees who qualify for a Network Pacific Strata Management franchise will start their new business from day one with an active portfolio of owners corporations secured by

Network Pacific Strata Management. Most importantly, franchisees take over the revenue streams that each contract provides. Stephen Briffa, Managing Director of Network Pacific Group of Companies, says “We’ve invested considerable resources to ensure our franchise business model delivers a stable, profitable and expandable business to our franchisees and, in return, we are seeking well-credentialled people from the property and finance sectors who want a career opportunity that will reward them handsomely for their hard work. A Network Pacific Strata Management franchise is a longterm enterprise. With renewal terms, your Network Pacific Strata Management franchise can be yours for 40 years.” Mr Briffa says the company’s success is never taken for granted. “We continue to invest heavily in state-of-the-art systems and

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technology to deliver comprehensive building management and security. In 2019, we launched Sally™, a highly innovative end-toend software and hardware product for 24/7 online monitoring, management and security, giving real-time access to buildings from one central hub. It is this blend of technology and personal service that underpins our expansion. As we continue to attract new clients, we will have opportunities for franchisees to take over the management of our owners corporations contracts in each state of Australia.” For more information about Network Pacific Strata Management franchises, contact Network Pacific Strata Management’s franchise selection agent, Colin Crawford, at Wollermann Franchise Developments on (03) 9999 5488. www.networkpacificstratafranchise.com.au

We are franchising our award-winning owners corporations portfolio

Stephen Briffa, Managing Director, Network Pacific Strata Management Pty Ltd Winner of the 2019 Annual REA (AREA) Excellence Award for Game Changer of the Year REIV Owners Corporation Manager of the Year – 2017, 2018, 2019

Do you have management experience? Are you a ‘people person’ with an eye for detail? If the answer is yes, you are the candidate we are looking for. Contact us for further information today. • Earn income from day one

• Proven award-winning systems

• No selling required

• Be an owners corporations manager

• Owners corporations agreements in place

• Forty year franchise term

• Comprehensive training provided For further information visit our website: www.networkpacificstratafranchise.com.au or contact Colin Crawford on 0425 838 800 or Gary Lay on 0407 526 431 at Wollermann Franchise Developments FREECALL 1300 249 276

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SOME ISSUES FOR RETAIL BUSINESS IN 2020 As Crowded House sang “things ain’t cookin’ in my kitchen, strange affliction wash over me” and so it is in retail, strange afflictions are washing over the retail and franchise sector. Most of us would still remember the famous line made immortal by Paul Keating on the 29th November 1990 - “Well may we say this is the recession we had to have” and we did have it with eight-quarters of declining economic growth. I was working at my brother Ted’s Camera Stores in Elizabeth Street CBD Melbourne part-time at that stage and remember Ted being somewhat unfussed by all this talk of recession. Retail has always been tough, but back then it was fun as well, maybe because we didn’t have on-line sales, mega shopping centres, speciality stores and consumers were actually happy to shop in-store? It was the era when retailers did their own advertising on radio as did Ted, Brian’s Speed Shop, Kevin Dennis Motors and who can forget “Grand sale Grand Sale” Franco Cozzo furniture in Footascray? Retail is tough now, due to several new age “afflictions” but on the other hand there is always going to be gaps in the market and opportunities for those that adopt the new age of retailing and see an affliction as an opportunity to benefit. Retailers and franchisees are suffering from “profit compression” a term we constantly hear nowadays. Compression is one thing but

bottom line many business and franchisees are operating at breakeven or below and unsustainable levels. Ted’s view back then was, “Yes retail is tough, so when things get tougher you need to market harder, buy better and do something different!”.

So, if you are not factoring these things into your new year’s projections and 2020 /21 business plan, you will likely be cycling at the back of the peloton! Here are some eye-opening statistics as to who leading sales in Australia is: • Ebay.com.au — 404.67 million;

Maybe those three basics still apply now?

• Amazon.com — 111.82 million;

Ignoring what’s going on and being frozen with fear or reluctant to change is a “not so slow death” for business nowadays.

• Ebay.com— 80.46 million;

What we all know today is this:

• Woolworths.com.au — 53.65 million; and

• On line sales are expected to grow a further 15 per cent over the next 12 months;

• Amazon.com.au — 52.44 million.

• One out of 10 items will be bought online; • More international brands are coming into the Australian market;

• JB HiFi.com.au — 74.02 million; • Bunnings.com.au — 68.87 million;

The concerning aspect of this is that Amazon AU will continue to grow its market share, and those sales will take revenue off the smaller retailers.

• Australia’s eCommerce market value will be A$35.2 billion by 2021;

Access to payment- making it easy for the consumer

• Interest rates will stay likely low with the Reserve Bank expected to lower the cash rate from 1.50 per cent to a predicted 0.50 per cent by February 2020;

As a retailer, are you embracing the new technology and making it easier for consumers to spend?

• There are more platforms to access credit such as AfterPay, Certegy, Ezi-Pay and ZipPay; which allow you to order or buy a product immediately and delay payment or pay by instalments over time; • Retail sales in Australia increased 2.40 per cent September 2019 on the same period last year and is projected to increase around 2.80 per cent in 2020; • Brand recognition is more and more important to consumers, and mono branded dedicated retailers offering a specialist retail experience attracts consumers.

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Apart from the debit and credit cards we all use there is, of course, a merging of our phones with apps with the likes of AfterPay, Certegy, Ezi-Pay and ZipPay allowing consumers to order or buy a product immediately and delay payment or pay by instalments over time. These services can be offered in-store via a mobile app. which encourages spending. Request for Payment technology is being trialled in the UK the concept being that the person or entity that wants to be paid for goods or services asks to be paid via a trusted third party who then routes the payment request to the consumer’s bank.

• On line market is also affecting shopping centres;

“Retail has always been tough, but back then it was fun as well, maybe because we didn’t have on-line sales, mega Shopping Centres, speciality stores and consumers were actually happy to shop in-store.”

• National chains account for a smaller proportion of tenant enquiries at shopping centres (dropping from 14 to eight per cent); • While mum-and-dad retailers continue to dominate tenant enquiries, accounting for 57 per cent of the total;

Robert Toth | Partner | Marsh & Maher Richmond Bennison

The bank uses a secure mobile app to present the ‘Request for Payment’ to the consumer so they can choose an account, check the balance and make the payment. The point here is that technology change is rapid and failing to be up with it will mean a retailer may lose sales to a competitor who offers it.

Retail leasing market - is the tide turning a little? The word is that retailers may be gaining back some negotiating ground with landlords with rising landlord incentives due to declining rents and vacancies. This comes at a time when retail spending is expected to grow, despite subdued consumer sentiment and business confidence. Nearly half of centre managers polled in a recent Jones Lang LaSalle survey indicated they expected rents to decline over the next 12

months and that incentives of 15 per cent or more were on offer to attract new tenants. Negotiating rent-free terms and capped occupancy cost clauses are now being considered by landlords.

• Casual mall leasing is on the rise for tenants who want to test the market and create brand awareness with pop-up shops before committing to a larger space; • Jones Lang LaSalle’s latest survey showed 73 per cent of managers have casual leasing opportunities in their centres, and 72 per cent had received an enquiry in the past six months.

What’s likely in retail next 12 months? • Australia’s retail turnover to still grow around three per cent; • Grocery, clothing, cafes, restaurants, takeaway food likely to grow three to four per cent; • Household goods and department store growth is below 0.5 per cent per annum; • Store networks will be rationalised; • Centres will focus on attracting the right tenancy mix and upgrade centres; • Competition between centres means tenants may have a little more leverage in negotiations;

What does this mean to you as a franchisee or retailer? Centres are open to negotiation and discussion, and with reduced rental and greater incentives it may give retailers a better chance. We have not seen this happening to the extent reported by the media with centres still holding tough on negotiations but more so on retail tenants having to exit unviable sites due to their current occupancy costs and falling sales revenue.

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The bottom line is you still need to do your numbers and keep your occupancy costs within a reasonable percentage of your turnover to make it work. The ideal occupancy cost range as a percentage of turnover should ideally fall within 12 per cent to 18 per cent of gross turnover to remain viable in a location.

Landlord fit-out contributions and incentives Although the tide may be turning tenants should be aware of landlord fit-out contribution and incentives and the terms on which they are offered as they can come back to bite you! We have seen leases where the landlord can recover a portion of the fit-out contribution if the tenant is in minor default or looks to sell their business within a certain period from their lease commencement. Consider these issues when entering into a retail lease: • Giving a larger security deposit or bank guarantee rather than personal guarantee’s

which can impact on your family home and personal assets; • The lease term, for example, signing up to a seven-year lease is a huge commitment; • Centres are now open to pop up stores and shorter-term leases where a retailer can test the market.

Pre-lease agreements A pre-lease agreement which generally involves development of a future site, landlord works, and tenants fit out requirements can be full of unknown tricks and traps for a tenant. Get specialist legal advice before you sign as it may save you thousands of dollars down the track far more than the cost of that advice.

Letters of lease offer Once a letter of offer is signed, it is usually impossible to renegotiate or add in terms afterwards. There are many forms of lease offers by real estate agents and shopping centre managers; some say they are binding; some say they are not.

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We recommend you get specialist legal advice before you sign a letter of lease offer to ensure all necessary terms and important issues to you are covered in the lease offer.

Summary In summary 2020 looks like another year of dynamic change and challenge for the franchise and retail sector but I can hear Ted say - “What’s new, it was like that 30 years ago, so get on with it”! Robert Toth is a Partner of Marsh & Maher Richmond Bennison Lawyers, with over 35 years’ experience in franchise law and general commercial advice. He is an Accredited Business Law Specialist and Member of the FCA & IFLA with expertise in franchising, licensing and distribution and franchise dispute resolution (acting for both international franchisors and franchisees). Contact Robert and the Franchise team at Marsh & Maher Richmond Bennison: 03 9604 9400 robert@mmrb.com.au www.mmrb.com.au

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Bathroom Werx Commercial Services ±üåƋƼ åčƚĬ±ƋĜŅĹŸţ

Five Days a Week ONLY We only work 5 days a week and only during business hours – how unique is that in this world of 24/7 service. And you will enjoy a business that has low overheads, high profit margins and a great client base developed over 33 years in business.

kƚų åųƻ åěåĹ±ĵåĬĬĜĹč ŸåųƴĜÏåŸ Ï±Ĺ Æå ƚŸåÚ ĜĹ ƋĘå üŅĬĬŅƵĜĹč ±ųå±Ÿ × Î ±ƋĘųŅŅĵŸ× Ƶ±ĬĬ ƋĜĬåŸØ Æ±ƋĘŸØ Æ±ŸĜĹØ ƴ±ĹĜƋƼ ƋŅŞŸØ ŸĘŅƵåų Æ±ŸåŸØ ŸŞ±Ÿţ Î ±ŸĘųŅŅĵŸ ¼ åŸƋųŅŅĵŸ× Ƶ±ĬĬ ƋĜĬåŸØ ƚųĜĹ±ĬŸØ Ş±ųƋĜƋĜŅĹŸØ ÆåĹÏĘƋŅŞŸØ Æ±ŸĜĹŸţ Î ĘŅƵåųŸ ĜĹÏĬƚÚĜĹč ÏŅĵĵƚĹ±Ĭ ±ųå±Ÿ× Ƶ±ĬĬ ƋĜĬåŸØ ŸĘŅƵåų Æ±ŸåŸØ Ş±ųƋĜƋĜŅĹŸ Î Ƌ±ý ÏĘ±Ĺčå ųŅŅĵŸ× Ƶ±ĬĬ ƋĜĬåŸØ Ş±ųƋĜƋĜŅĹŸţ Î {ŅƵÚåų ųŅŅĵŸ× Æ±ŸĜĹŸØ ƴ±ĹĜƋĜåŸØ ÆåĹÏĘƋŅŞŸØ Ƶ±ĬĬ ƋĜĬåŸţ Î UĜƋÏĘåĹŸ× Ƶ±ĬĬ ƋĜĬåŸØ ŸŞĬ±ŸĘÆ±Ïĩ ƋĜĬåŸţ Î {ƚÆĬĜÏ ±ĵåĹĜƋĜåŸ× Ƶ±ĬĬ ĜĬåŸØ ƴ±ĹĜƋĜåŸØ Æ±ŸĜĹŸØ ÆåĹÏĘƋŅŞŸ

All you need to get started are: - Franchise Fee $45,000 (or $25,000 if you qualify for interest free “rip-out & replace” renovation. finance) Î Ęå ƵŅųĩ ĜŸ ÚŅĹå ĵƚÏĘ ŧƚĜÏĩåų ƋĘ±Ĺ ± Ƌų±ÚĜƋĜŅĹ±Ĭ ųåĹŅƴ±ƋĜŅĹ ųåŸƚĬƋĜĹč ĜĹ ĵĜĹĜĵ±Ĭ ÚŅƵĹƋĜĵå Ņü ƼŅƚų ü±ÏĜĬĜƋƼţ Î Ęå ĹåƵ Ÿƚųü±ÏåŸ ±ųå å±ŸƼ ƋŅ ÏĬå±Ĺ ±ĹÚ ƵĜĬĬ ĬŅŅĩ ĹåƵ ±ĹÚ čĬŅŸŸƼ üŅų Ƽå±ųŸţ - Your own insurances Î :ų±þƋĜ ĜŸ å±ŸĜĬƼ ųåĵŅƴåÚ ƵĜƋĘ Ņƚų ƚĹĜŧƚå ŅĹå ÏŅ±Ƌ ŸƼŸƋåĵţ Î - Ęå ĹåƵ Ÿƚųü±ÏåŸ ±ųå čƚ±ų±ĹƋååÚ ĜĹ ƵųĜƋĜĹč Æ±ÏĩåÚ ÆƼ Ņƴåų ƐƐ Ƽå±ųŸ Ņü åƻŞåųĜåĹÏå Smart Phone Ęå åųƻ )Ĺ±ĵåĬ ĜŸ ĵ±Úå ĜĹ eƚŸƋų±ĬĜ± üųŅĵ ƋĘå ĀĹåŸƋ ĵ±ƋåųĜ±ĬŸ ±ĹÚ ŸŞåÏĜĀÏ±ĬĬƼ üŅųĵƚĬ±ƋåÚ üŅų Æ±ƋĘųŅŅĵ Ÿ±ĹĜƋ±ųƼ - Ƶ±ųå ±ĹÚ ƋĘå Ęå±ƴƼ ŞƚĹĜŸĘĵåĹƋ ±ĹÚ ƚŸå ƋĘ±Ƌ Æ±ƋĘųŅŅĵŸ ±ųå ŸƚÆģåÏƋ ƋŅţ Your own working capital (around $10K) Î Ęå åųƻ )Ĺ±ĵåĬ ĜŸ F k ƋåŸƋåÚ ±ĹÚ Ş±ŸŸåŸ ±ĬĬ ƋĘå ųåĬåƴ±ĹƋ eƚŸƋų±ĬĜ±Ĺ Ƌ±ĹÚ±ųÚŸţ -Î cŅ ŞĬƚĵÆĜĹčØ ĹŅ ųåěƋĜĬĜĹč ±ĹÚ ck a) ú Desire and determination to be in business for yourself as part of a Î :ųå±Ƌ ų±Ĺčå Ņü ÏŅĬŅƚųŸ ƋŅ ÏĘŅŅŸå üųŅĵ ƋŅ ŸƚĜƋ ƼŅƚų ÚåÏŅų±ƋŅų ŸÏĘåĵåţ professional team. A Bathroom Werx Makeover is a great alternative to an expensive

BATHROOM WERX HAVE OVER 33 YEARS’ EXPERIENCE YOU CAN Freecall 1800 644 171 Freecall 1800GROWTH COUNT ON - HUGE POTENTIAL AND GREAT RETURNS ON AN INVESTMENT OF ONLY $45,000!

The Werx Enamel…

You will love making old bathrooms look like NEW again and will be delighted by the joy that your Customers feel when they see their new bathroom after you have finished. heated,of boiled, battered andbathroom bent our Bathroom Werx All We’ve for a fraction the cost of a full renovation andenamel, the work and nothing will beat it. is done in days not weeks! Earn $1,000/week while you train To make it easy for you to get into this business, Bathroom Werx will pay you $1,000 per week while you undertake the 4 weeks training course at their Melbourne Head Office as well as pay for your accommodation. Interest Free Loan To celebrate our 33rd Birthday, we are offering finance of up to $20,000 at ZERO interest rates*. This means you only need $25,000 as a deposit to get into this business. Before

After

Before

After

Freecall 1800 644 171

Franchise Opportunities available all over Australia

Call NOW for more information on free call: 1800-644-171 Take advantage of our Zero interest rates to get into business for yourself. OR Email: franchise@bathroomWERX.com Website: www.bathroomWERXfranchise.com

After!

Before... 12

Unique Franchise System Bathroom Werx offers a unique franchise system which enables Franchisees to get on with the day to day work of making old bathrooms look like new as well as concentrating on their local area marketing leaving the Franchisor to do a lot of the admin tasks. This is achieved by centralizing calls from all over Australia to our Melbourne Head Office call centre. Calls are answered by our professionally trained staff who assist Customers with their enquiries immediately. This level of service impresses Customers who are not used to this sort of customer service when dealing with the trades.

* To approved applicants only – repayments are $76.92 per week for 5 years. Interest Free promotion expires on the 31st March, 2020.

PR OFI L E : franchising expo

Visitors will find everything they need to start or grow a business at the Franchising & Business Opportunities Expo.

New Year, New You

in 2020

Anyone wishing for a new start in their life and career in 2020 needs to check out the Franchising & Business Opportunities Expo, being held in Sydney, Perth, Brisbane and Melbourne this year. A step on the path to small business success for over 30 years, the Franchising & Business Opportunities Expo brings together franchisors, franchisees, legal and financial experts as well as industry and government authorities. Whether they are experienced small business owners or just thinking about a new start, visitors will find everything they need to start or grow a business. The show has been refreshed and reinvigorated for 2020 with new ‘Be your own boss’ workshops, and a Franchisee Success Summit,

in addition to the popular seminar program featuring industry experts, franchisees and franchisors. Exhibition Manager Fiona Stacey says the secret of the Expo’s success is the diversity of business ideas on offer. “Whether it’s food & beverage, finance, fitness, retail or home services, there is something for every skill set, lifestyle and interest,” she says. “We often see visitors who are inspired by business ideas in industries they had never even considered!” The first Franchising Expo for 2020 opens 2021 March at ICC Sydney in Darling Harbour. “ICC Sydney is a stunning venue, and we are looking forward to an action-packed show,” says Stacey. “This year we are introducing new workshops and a summit aimed at franchisees, which will provide invaluable information and advice.” Visitors to ICC Sydney can meet the people behind well-known brands such as Battery World, Poolwerx, Roll’d, Fully Promoted, The Graffiti Eaters and Snap Print & Design

66 Business Franchise Australia and New Zealand

as well as emerging concepts like Spanish Donuts, 1800 Blinds and Hey Juice. “As the new year comes around, many people are considering their lifestyle and career choices, and there is no better place to get advice, be inspired and find your dream business than this Expo.” Sydney’s Franchising & Business Opportunities Expo will be followed by shows in Perth on 3 May, Brisbane 19-20 June and Melbourne 20-21 August. For more information go to www.franchisingexpo.com.au

Reader special: Register to visit any Franchising & Business Opportunities Expo for just $10 at www.franchisingexpo.com.au by using code CGB

BE YOUR OWN

2020 IN

• Free advice from the experts • Meet the people behind the brands • Free seminars daily

SAVE $10 Get your half price ticket online using code CGB at franchisingexpo.com.au

ENDORSED BY

Sydney: 20-21 March Perth: 3 May Brisbane: 19-20 June Melbourne: 21-22 August Business Franchise Australia and New Zealand 67

h ot to pi c s

Behind the

headlines Migrant franchisee discriminates against migrant workers The migrant Indian operators of a Crust Gourmet Pizza franchise in Tasmania have been penalised $104,000 for discriminating against employees based on their nationality and other breaches of workplace laws, according to a Fair Work Ombudsman (FWO) statement. The alleged discrimination relates to three Bangladeshi and one Indian worker who were underpaid a total of $9,926 and not provided with payslips between January and July 2016. Australian employees who had been paid ordinary rates and provided with payslips were also found to have been underpaid a total of $6,252 after the incorrect application of some Award provisions. The operators further breached workplace laws by providing FWO inspectors with records that had been altered by the deletion of hours worked by the overseas workers. The Federal Court judge who presided over the case

emphasized that the four foreign workers, who were international students at the time, were vulnerable due to their limited understanding of Australian workplace laws and that the conduct towards them was deliberate.

Finance franchise to pay $42.5m to settle class action Listed retail pawnbroker and non-bank lender Cash Converters will pay $42.5 million to settle a class-action lawsuit representing 68,000 claimants related to charging vulnerable consumers excessive fees on personal loans, according to a media report. Cash Converters allegedly engaged in “unconscionable conduct” between 2009 and 2013 when they charged borrowers more than 175 per cent interest on loans. One part of the lawsuit was settled in October 2018 when Cash Converters agreed to pay $16.4 million, bringing the 12-month total to $58.9 million. Cash Converters has stressed that the deal does not involve an admission of guilt.

68 Business Franchise Australia and New Zealand

McDonald’s fires global CEO The global CEO of McDonald’s has been fired by the company’s board after it was revealed he had a consensual relationship with an employee against company policy, according to a media report. Former CEO Steve Easterbrook was fired over the weekend, and was immediately replaced by the head of the company’s US operations.

Float of Boost Juice parent cancelled The proposed share market float of Boost Juice parent, Retail Zoo, has been suspended indefinitely amid market concerns after several high profile initial public offerings (IPOs), including that of Latitude Financial Group, were abandoned, according to a media report. Brands under the Retail Zoo umbrella include Boost Juice and Betty’s Burgers, both of which had been identified as businesses with the greatest growth potential in Australia and overseas. The float was expected to

finance the company’s plans for international expansion. Speaking at the National Franchise Convention earlier in the week before the announcement, Boost Juice founder Janine Allis declined to comment on the float.

Directors turn on each other in $13m franchise fraud trial A former director of failed whitegoods retail chain Kleenmaid who pleaded guilty to fraud for his role in the company’s collapse has appeared as a prosecution witness at the fraud trial of fellow Kleenmaid director Andrew Eric Young, according to a media report. Former director Garry Armstrong also appeared as a prosecution witness at the 2016 trial of another former Kleenmaid director, Bradley Young (the brother of Andrew), who was sentenced to nine years jail for his role in the fraud. Andrew Young is facing court for the fourth time following three aborted attempts to deal with charges stemming from the 2009 collapse of the whitegoods retail franchise for knowingly operating the company while it was insolvent, and for defrauding the Westpac Bank of $13 million. He is now representing himself in the eight-week trial after dropping his legal team. Young was previously on trial with his brother Bradley in 2016 until Andrew’s legal team withdrew and he represented himself until the trial was aborted early due to “medical reasons”. Another trial for him in 2018 was similarly aborted after Young applied for Legal Aid. Kleenmaid collapsed in April 2009 with debts of more than $100 million and left more than 6,000 customers emptyhanded after they paid deposits for whitegoods that were never supplied, making it the highest-profile collapse of a franchise system in a decade. The Kleenmaid brand has since been sold to new owners.

Domino’s defends fortressing strategy Listed pizza chain Domino’s Australia is defending its fortressing strategy, whereby existing franchise areas are backfilled with new franchises to increase market penetration and shorten delivery times, according to a media report. The strategy includes opening 1,200 new stores in the next five to eight years which the company claims will boost sales, and improve brand recognition, delivery times, and labour costs. Domino’s has stressed that franchisees must relinquish some delivery territory to new stores, but notes that existing stores return to their original volumes within three years

after a fortress store has opened, and that advertising royalties for affected stores are waived.

Govt-backed small business investment fund set for launch A special fund created by the federal government which gives small and medium sized businesses financial assistance is set to launch with each of the big four banks contributing $100 million to match the government’s commitment, according to a media report. The Australian Business Growth Fund will provide “patient” capital of between $5 million and $15 million to small and midsized firms via equity stakes of between 10 and 40 per cent in the businesses. The fund is modelled on similar programs in the UK and Canada and will be managed by a board and independent management team.

Franchise parent offloads nonfurniture brands Homewares retail group Greenlit Brands has sold its general merchandise division which includes 322 stores to private equity firm Allegro Funds as part of its strategy to simplify its portfolio, according to a media report. Greenlit Brands, formerly trading as Steinhoff Asia Pacific, rebranded in 2018 in a bid to distance itself from beleaguered parent company Steinhoff International. The company will now be able to focus on its remaining brands, which includes Snooze, Freedom and Fantastic Furniture, among others.

Australian household debt hits record levels Research by the National Australia Bank indicates that household debt in Australia is now more than double annual income for the first time, according to a media report. The record level of household debt is attributed to low wage growth failing to keep pace with a resurgent property market. Household debt has increased from 120 per cent of income in 2000, to 202 per cent in 2019. The most indebted households are in Victoria where the debt-to-income ratio is 212 per cent.

Franchisee terminated for racist rant on personal Facebook account The franchisee of casual dining restaurant chain Walk On’s in Louisiana has had his

Jason Gehrke | Director Franchise Advisory Centre

franchise agreement terminated after posting a racist rant on his personal Facebook account, according to a media report. The racially-charge rant related to a video which he also posted on Facebook showing Halloween trick-or-treaters helping themselves to handfuls of candy which the franchisee had left on his front porch beside a sign instructing children to “take just one piece of candy.” Walk On’s president and COO issued a public statement stressing that the company built its foundation on “core values of inclusion and equality”, while the former franchisee has removed the post and publicly apologised for the “offense and pain it has caused.”

Coffee chain to accept Bitcoin Global coffee chain Starbucks will accept digital currency Bitcoin as payment in 2020 as the first launch partner of financial market company Interncontinental Exchange (ICE) to test a consumer app and merchant portal for digital assets which they are developing, according to a media report.

2020 franchise education calendar released The Franchise Advisory Centre has released its 2020 franchise education calendar with additional dates for Australia and the United States. The Franchise Advisory Centre offers a range of educational workshops, seminars and forums for the professional development of franchisor management and leadership teams. All events receive points toward the internationally-recognised Certified Franchise Executive (CFE) qualification. Australian dates for 2020 will include Brisbane, Sydney and Melbourne, plus other capitals. US locations include Los Angeles and Chicago in May, and Dallas in October, while workshops in New Zealand will be held in February. Visit www.franchiseadvice.com.au for more information www.franchiseadvice.com.au

Business Franchise Australia and New Zealand 69

Resources at your fingertips!

CURRENT TITLES INCLUDE: Business FRANCHISE Australia and New Zealand magazine The Magazine for Franchisees, Bi-monthly publication The Australian and New Zealand Business FRANCHISOR magazine The Magazine for Franchisors, Quarterly publication Australian and New Zealand Business FRANCHISE DIRECTORY Annual publication The FRANCHISE GUIDE Annual publication Our website also provides additional advertising and information which complements our publications.

www.businessfranchiseaustralia.com.au

pr o f ess i o n a l s er v i c es l i st i n gs

FRANCHISE

FINANCE AUSTRALIA

PO Box 5039, Wheelers Hill, VIC 3150

Level 1, 349 Coronation Drive, Milton 4064

P 03 9533 0029 Contact Corina Vucic E hello@fcbs.com.au https://www.fcbs.com.au/

P 1300 659 676 E info@franchisefinanceaustralia.com.au www.franchisefinanceaustralia.com.au/

Plug-ins for the gaps in your franchise offering There are often gaps in a franchising offering – whether that’s because the franchise has just started, the franchise is deliberately being kept small and manageable or because a decision has been made to keep the overheads of the Corporate Office team low. Whatever the reason, those gaps in the offering can be critical to not only the success but the legal compliance of your franchise.

About Us Franchise Finance Australia is a specialist funder to the franchise sector. We have unrivalled knowledge of franchisees funding requirements as well as direct relationships with the franchise networks operating in Australia. Founded in 2014 by directors with a background in franchising, we have remained committed to offering flexible funding solutions that allow franchisees to start a new business or improve their existing business.

That’s where FC Business Solutions can help. We can provide you with as much (or as little) support as you need. We cover all areas of franchising from strategic business advice and modelling to audits, manuals and policies to ensure you are compliant. We can do all your marketing – from graphic design to website design, social media lead generation and full advertising campaigns.

What Can We Fund?

We can run your events, handle your PR, do your recruiting, facilitate your training and even set up and run your Franchise Advisory Council.

Why Choose Franchise Finance Australia

We have a team of highly skilled, innovative people with decades of expertise in all area of franchising. Give us a call to see how we can help build your business by providing a richer offering for your franchisees.

Franchise Finance Australia can finance new & used equipment, fitouts and refurbishments including: • New Store Fitouts • Store Refurbishments • Business Re-sales • New Equipment Purchases • Used Equipment Purchases • Vehicles, Trailers & Vehicle Fitouts • Change of Ownership & Re-Sale requirements • Refinancing Existing Finance Contracts

Franchise Finance Australia can finance new & used equipment, fitouts and refurbishments including: • Competitive Rates • 24/7 Customer Service • Preserve Precious Capital • Fast Online Application Process • Terms Start From Just 12 Months • Flexible End Of Term Options • Repayments Can Be 100% Tax Deductible

Level 6, 64 Marine Parade (Po Box 10857) Southport Qld 4215 P 07 5591 2522 F 07 5591 2511 Contact Sam Rees E sr@ippartnership.com.au www.ippartnership.com.au

A specialist Franchising and Intellectual Property legal and consulting firm, providing comprehensive advice for Franchisors from conception through to recruitment of Franchisees and ongoing management of the franchise. Clients receive expert, cost-effective advice on a collaborative basis with the firm taking great pride in its long term relationships with Franchisors. Expert advice and assistance is also provided to Franchisees buying & selling businesses as well as in relation to disputes.

Level 27 Governor Macquarie Tower, 9 Farrer Place, Sydney, NSW 2000 P 1300 858 818 Contact Jessica Gadiel E systems@safetynavigator.com.au www.safetynavigator.com.au

Safety Navigator is a cloud-based health and safety platform used by over 10,000 Australian and New Zealand businesses. Our focus is on making health and safety compliance easy for business to allow them to reduce the risk of a workplace incident occurring. We specialize in servicing the Franchise industry.

Business Franchise Australia and New Zealand 71

f r a nc h i s e l i st i n gs

FRANCHISE

NATURE OF BUSINESS

OUTLETS

ASSOC MEMBER

INITIAL FEE

MIN INVEST

HEALTH AND FITNESS

800+ worldwide, 22 in Australia

Fitness Australia

30,000 + GST

$200,000 $250,000

ELECTRICAL TEST AND TAG

FCA

$35,000

$57,000 + GST + Vehicle

retail Bakery Franchise

Over 600 bakeries across New Zealand, Australia, Canada and USA

9ROUND – 30 MINUTE KICKBOXING FITNESS 1/238 Old Cleveland Road, Coorparoo, Queensland, 4151 +64 27 672 2312 Email: ppowerman@liftbrands.com Website: www.9round.com.au/own-a-franchise/

APPLIANCE TAGGING SERVICES 80 Patterson Road, Bentleigh VIC 3204 Ph: 1300 287 669 Fax: 03 9557 4854 Email: steve@ats.com.au Website: www.appliancetaggingservices.com.au

BAKERS DELIGHT 36 Enfield Street, Mt Eden, Auckland 1024 NZ Phone: 0800 225 388 Fax Number: 0011 61 3 9811 6100 Email: franchise.recruitment@bakersdelight.com.au Website: www.bakersdelight.com.au/franchise/

Existing Site

Retail Association, $50k - $1M +gst Training $8k +gst Franchising Council New Site $500k of Australia - $550k +gst Training $8k +gst

BATHROOMWERX 3 Harrow Street Preston VIC 3072 Contact: George Yammouni Phone: 1800 644 171 Fax: 1300 765 266 Email: franchise@bathroomWerx.com Website: www.bathroomWerxfranchise.com

BATHROOMS

FCA & HIA

$45,000 plus vehicle Investment required

BATTERY RETAILER

111

FCA / ARA

Initial Fee $55,000 (Excl GST)

$250,000 (Excl GST) Incl the initial franchise fee

Bedroom mattresses and furniture

37 throughout Australia

FCA

$75,000

$650,000

FAST FOOD, HAMBURGERS, FISH & CHIPS

FCA, VECCI, C4G

$30,000

$150,000

retail FOOD AND BEVERAGE

545

$280,000450,000 + GST

$280,000 + GST

FLOORING AND WINDOW FURNISHINGS RETAILER

130

NRA – ATFA

$25,000

$80,000

RETAIL, POOL & SPA SERVICE

FCA, SPASA

$60,000

From $420,000 + GST

MOBILE DOG WASH

FCA

$20,000

$30,000

DECK AND TIMBER RESTORATION

HYGIENE PRODUCTS & SERVICES

33 in AUS, 18 in NZ

Franchise Council of Australia

None

$10,000 - $300,000

AUTHENTIC ITALIAN FAMILY FOOD FRANCHISE

Franchise Council of Australia

$50,000 + GST

$500,000 $700,000

LEADERS IN FIRE, ELECTRICAL & SAFETY

10+

FCA

$31,500 to $49,500 ex GST

HAIR SALON FRANCHISE

14 AU, 700 Int.

$50,000

$250,000

$250,000 to $500,000

HEALTH/ AGED & DISABILITY CARE

FCA

$80,000 - $120,000 (in partnership with the franchisor)

FREIGHT AND LOGISTICS

Aust 50 Intl 200+

$64,950

MOBILE POOL SHOP & POOL SERVICE

100+

FCA

$69,000

$69,000 + Vehicle

HAIRDRESSING

210+ across Australia, NZ & UK

FCA

$18,000 $35,000

$80,000 - $240,000

BATTERY WORLD Level 3, 203 Wharf Street, Spring Hill QLD 4000 Ph: 1300 793 209 Email: franchise@batteryworld.com.au Website: www.batteryworld.com.au/Franchise-Opportunities

BEDSHED Bedshed Franchising Pty Ltd 75 Howe Street, Osborne Park, WA 6017 Phone: 0447 891 158 or 08 9204 6408 Email: gprussia@bedshed.com.au Website: Bedshed.com.au

BK’S TAKEAWAY 95 Princes Hwy, Trafalgar VIC 3824 Ph: 03 5633 2131 Email: admin@bkstakeaway.com.au Website: www.bkstakeaway.com.au

$280,000 + GST

BOOST JUICE Chadstone Shopping Centre, 1 Tower 2, 1341 Dandenong Rd, Chadstone VIC 3148 Ph: +61 (3) 8593 45 46 Email: boostinfo@retailzoo.com.au Website: www.retailzoo.com.au/franchising-information

CARPET CALL AND SOLOMONS FLOORING 24 Jutland St, Loganlea, QLD 4131 Ph: (07) 3489 1361 Mobile: 0402 791 187 Email: jack.mcclane@floorstores.com.au Website: www.carpetcall.com.au/about-us/franchises

CLARK RUBBER FRANCHISING PTY LTD Administration Building, 254 Canterbury Road, Bayswater VIC 3153 Ph: 03 8727 9999 or 138090 Fax: 03 9729 3266 Email: promoinfo@clarkrubber.com.au Website: www.clarkrubber.com.au/franchise

CITY FARMERS DOGWASH Unit 6 / 372 Eastern Valley Way, Chatswood NSW 2067 Ph: 0402 902620 Email: scott.mcintosh@cityfarmers.com.au Website: www.cityfarmers.com.au/dogwash

DECKSEAL PO Box 4093, Burwood East VIC 3151 Ph: 1800 332 525 Email: admin@deckseal.com.au Website: www.deckseal.com.au

ECOMIST Unit 4/28 Barcoo Street, Chatswood NSW 2067 Ph: 0447 743 157 Email: info@ecomist.com.au Website: www.ecomist.com.au

FASTA PASTA PTY LTD Level 1, 137 The Parade, Norwood SA 5067 Ph: 08 8304 8600 Fax: 08 8332 8389 Email: franchise@fastapasta.com.au Website: www.fastapasta.com.au

FCF FIRE & ELECTRICAL 1/6 Victory East St, Hervey Bay Qld 4655 Ph: 1300 323 753 Email: sales@fcfnational.com.au Website: www.firesafetyfranchise.com.au

FCA & AIG $65,000 + GST (incl (Australian Industry $30,000 + GST Franchise Fee) + Group) vehicle

FRANCK PROVOST PARIS HAIR 706/100 William Street 2011 Woolloomooloo NSW Ph: 02 9331 5147 Email: partnerships@franckprovost.com.au Website: https://franchise.franckprovost.com.au/

HOME CARING 4/327 Woodpark Rd, Smithfield NSW 2164 Ph: 1300 875 377 Email: info@homecaringfranchise.com.au Website: www.homecaringfranchise.com.au

INXPRESS AUSTRALIA PTY LTD 3/14 Burke Crescent North Lakes QLD 4509 Ph: 1300 097 857 Email: sales.au@inxpress.com Website: www.inxpress.com.au

JIM’S POOL CARE 48 Edinburgh Road, Mooroolbark VIC 3138 Ph: 131 546 Email: info@jimspoolcare.com.au Website: www.jimspoolcare.com.au

JUST CUTS™ Level 1, 4-6 Kingsway, Cronulla NSW 2230 Ph: (AUS) 1800 334 498 (NZ) 0800 100 114 Email: bdm@justcuts.com Website: www.justcuts.com

72 Business Franchise Australia and New Zealand

FRANCHISE

NATURE OF BUSINESS

OUTLETS

ASSOC MEMBER

INITIAL FEE

MIN INVEST

NANOSHIELD

SOLAR SHEILDING NANOTECHNOLOGY WINDOW TREATMENTS

$26,000

Strata Management

BEAUTY & LASER CLINIC

From $35,000 plus GST

$550,000 + GST

IN-HOME AGED CARE AND DISABILITY SUPPORT

FCA

$70,0000

$150,000

FCA

site specific

$250,000 to $500,000

2/5 Michellan Court, Bayswater VIC 3155 Ph: 1800 267 924 (1800 COSY 24/7) Email: info@nanoshield.com.au Website: www.nanoshield.com.au

NETWORK PACIFIC 415 Canterbury Road Surrey Hills VIC 3127 T 03 9999 5488 M 0425 838 800 E networkpacific@franchisedevelopments.com.au W: www.networkpacificfranchise.com.au E ccrawford@franchisedevelopments.com.au W: www.franchisedevelopments.com.au

NIRVANA BEAUTY LASER CLINICS Ph: 0413 564 565 Email: marc@nirvanabeauty.com.au Website: www.nirvanabeauty.com.au

NURSE NEXT DOOR 10 Oxley Road Hawthorn VIC 3122 Ph: 1300 010 247 Email: matt.fitton@nursenextdoor.com.au Website: www.nursenextdoorfranchise.com.au

PLUS FITNESS 24 HOUR GYM

PO Box 76, Camden NSW 2570 Ph: 02 4648 2099 Email: franchising@plusfitness.com.au Website www.plusfitness.com.au

POLISHED DIAMONDS – JEWELLERY DESIGN Phone: 1800-233-299 Email: dan@polisheddiamonds.com Web: www.polisheddiamonds.com.au

REGUS / IWG (HOLDINGS) AUSTRALIA PTY LTD Ph: (02) 9220 5000 Email: Franchise.AU@iwgplc.com Website: franchise.iwgplc.com/en-gb

RYCO 24•7 19 Whitehall Street, Footscray VIC 3011 Ph: 03 9680 8000 Fax: 03 9680 8001 Email: sales@ryco247.com Website: www.ryco.com.au

Retail Jewellery Sales/Design

$50,000

$100,000

FLEXIBLE WORKSPACE & CO WORKING SOLUTIONS

3,300

N/A

$50,000

$1M

HYDRAULIC SERVICE AND MOBILE CONNECTOR SPECIALISTS

120

$15,000

Various options

HEALTH & FITNESS

217 Locations Australia wide

Fitness Australia

$62k

$500k

MOBILE TOOLS AND EQUIPMENT FRANCHISE

175+

FCA / FANZ

Start-up cost from $50,000

PRINT, DESIGN, WEBSITES

150+ AUS & NZ

FCA, FCNZ & Print Industries Association of Australia

$35,000 AUD

From $50,000 AUD

SNAP FITNESS 1/238 Old Cleveland Road, Coorparoo, Queensland, 4151 Ph: 0435 841 811 Email: gcondello@liftbrands.com website: snapfitness.com.au

SNAP-ON TOOLS PO Box 6077, Seven Hills NSW 2148 Ph: Aus: 1800 762 766 NZ: 0800 762 766 Email: sota.franchise@snapon.com Website: www.snapontools.com.au

SNAP PRINT & DESIGN Ground Floor, Building G, 12-24 Talavera Road, North Ryde NSW 2113 Ph: 1300 810 233 Email: franchiseenquiries@snap.com.au Website: www.snap.com.au

SUBWAY SYSTEMS AUSTRALIA PTY LTD Level 1, 42 Amelia Street, Fortitude Valley QLD 4006 Ph: 1800 630 355 Email: australia_development@subway.com Website: www.subway.com.au

SUPERGREEN SOLUTIONS FRANCHISING 161 Ingham RD, West End, QLD, 4810 Ph: 07 4772 7655 Email: franchise@ supergreensolutions.com.au Website: www.supergreensolutions.com.au

1354* (AU), FOOD - QUICK SERVICE 263* (NZ), RESTAURANT (QSR) 41,526* in 108 countries ENERGY EFFICIENT PRODUCTS

81 in 9 countries

FCA

$48,000 + GST

$85,000 Incl. Franchise fee, sign written, equipped van. + vehicle lease

LOTTERIES

Approx 4000

Varies dependent State/Territory

FCA, BFA

$40,000

$150K - $400K depending on size & concept

AWA

$40,000

Varies depending if vehicle needed

THE LOTT 87 Ipswich Road, Wooloongabba QLD 4012 VIC, TAS & NT – Tatts, Tatts NT – 07 3877 1095 NSW & ACT – NSW Lotteries – 07 3877 1118 QLD – Golden Casket – 07 3877 1117 SA – SA Lotteries – 07 3877 1096 Email: franchiseenquiries@thelott.com Website: www.thelott.com/franchisee

THEOBROMA, CHOCOLATE LOUNGES, PAVILIONS, BARS 3A Kia Crt, Preston VIC 3072 Ph: 03 9480 1030 or +61 431 727 004 Email: franchising@theobroma.com.au Website: www.theobroma.com.au

THERMAWOOD RETRO-FIT DOUBLE GLAZING PO Box 1007, South Melbourne VIC 3205 Ph: 04 555 55 330 Email: info@thermawood.com.au Website: www.thermawood.com.au

CHOCOLATE LOUNGES, 11 worldwide PAVILIONS, BARS

RETRO-FIT DOUBLE GLAZING

4 AUS, 42 NZ

A-Z Listings are a great way to promote your business For more information call 03 9787 8077 (or +61 3 9787 8077 from outside of Australia) and speak to one of our Sales Executives or go to: www.businessfranchiseaustralia.com.au Business Franchise Australia and New Zealand 73

F RA N C HISE a—z d i r ecto ry

9Round – 30 Minute Kickboxing Fitness ™

A specialised fitness centre that brings boxing, kickboxing and functional training to the masses in a convenient, affordable, 30 minute full body circuit format! Workouts involve aerobic, anaerobic, and resistance training, getting you results, fast! The 9Round Fitness Franchise is breaking the mold in the fitness industry, dedicated to keeping the

APPLIANCE TAGGING SERVICES Looking for a franchise with on-going repeat business, large territories and access to an existing client base to get you started? With over 12 years’ experience, ATS are Australiawide specialists in Electrical Testing and Tagging in accordance with AS/NZS 3760:2010. Providing expert technical, admin, business and sales support, access to our National client base and comprehensive on and off-site training, ATS are committed to helping its franchisees grow profitable and successful businesses.

bakers delight With almost 40 years of experience in the franchise sector, Bakers Delight has become one of the nation’s most recognisable brands but, did you know most of the network’s over 600 outlets are operated by franchisees who entered the business with no prior knowledge? A 16-week competency-based training program, both in-store and online forms the foundation of the onboarding process. Additionally, franchisees receive strategic marketing support, with workshops, offered an on an ongoing basis.

Battery World Over the past 20 years Battery World has expanded to be the largest and most comprehensive Australian battery retail franchise. The Battery World franchise network is a fast growing, sustainable, reputable franchise that continues to dominate the specialist battery market. With over 111 stores Australia wide and with more set to open, it’s never been a better time to

BATHROOM WERX Breathe New life into any bathroom – domestic or commercial - without the hassle and expense of renovating. Established in 1986, Bathroom Werx specialises in quick and affordable bathroom makeovers saving our Clients thousands of dollars. Our Clients include Hotels, Government Housing, real estate Groups, Facilities Managers and home owners.

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business model simple and the cost of entry low. With a proven business model, a network of dedicated support staff, and other franchise owners, 9Round owners always have somewhere to turn for support and guidance. Contact Paige Powerman to request a prospectus and learn more about opportunities to own a 9Round. +64 27 672 2312 ppowerman@liftbrands.com 9round.com.au/own-a-franchise/

No prior electrical experience is required, just a passion for safety and a commitment to growing your business. With low entry fees, minimal franchisee administration, and average returns between $1,000 and $3,000 per week an ATS franchise may be just the opportunity for you. ATS were named FCA Emerging Franchisor of the Year 2011 and the FCA National Franchisee of the Year 2013 (less than 2 staff). For further information please contact Steve Wren, National Sales Manager on 1300 287 669, email steve@ats.com.au or visit www.appliancetaggingservices.com.au

Purchasing a franchise business involves a lot of trust so we approach the entire process like a partnership and make information on just about every aspect of the business freely available to you. If you have the passion and drive to be the local face of a bigger brand. Take the first step and contact our team to learn about any local business opportunities available within your area. Email: franchise.recruitment@bakersdelight.com.au Website: www.bakersdelight.com.au/franchise

start your own business backed by a nationally established franchise network. Our Batteryologists are everyday people who have a passion for their work and for helping their customers. To find out more on becoming a Batteryologist and becoming your own boss contact us today! Call us on 1300 793 209 or visit: www.batteryworld.com.au/Franchise-Opportunities

We manufacture our own unique Werx enamel specifically formulated for bathrooms and CSIRO tested. With over 30 years’ experience in the business you too can make big money in bathrooms! In the first instance Phone: 1800 644 171 and speak with George Yammouni or email franchise@bathrommwerx.com www.bathroomwerxfranchise.com

BEDSHED Are you looking for the freedom and flexibility to be your own boss? Independent research shows our franchisees are more financially satisfied than 84 per cent of the franchising sector. Our mix of industry knowledge and specialised advice and training, mean greater success for our franchisees. Bedshed is an accredited franchise business model led by a professional management team. Backed by over 35 years of successful operation,

BK’s Takeaway BK’s Takeaway is a retail food outlet specialising in hot and tasty ready-to-go food and also offering a variety of dine-in options. BK’s Takeaway is all about traditional Australian fare – from hamburgers, potato cakes, and fish and chips, to sandwiches, coffee, and lots more. BK’s Burgers were also voted one of Victoria’s top 5 burgers. The BK’s Takeaway franchising system is based on over 20 years experience in the food and beverage

boost Boost Juice is one of the world’s most famous and loved smoothie and juice brands. With its winning combination of fresh fruit and love life ethos, Boost Juice offers a healthy alternative to fast food and strives to have customers leave feeling just that little bit better. Founded by Australian adventurer and entrepreneur, Janine Allis, the first Boost Juice store opened in Adelaide on King William Street in 2000. From humble beginnings, Janine transformed her smoothie and juice empire from her kitchen bench

business franchise australia and new zealand A-Z Listings are a great way to promote your business, giving you a presence within our publication and also the Business Franchise website.

Bedshed provides support, specialised advice, training and a proven structure which takes a lot of the risk out of running your own business. Bedshed is committed to partnering with franchisees to help them achieve business success, while offering flexible hours and a fulfilling lifestyle. Got a question? Just want to have an initial conversation? Contact our National Business Development Manager, Greg Prussia on +61 (0) 447 891 158 www.bedshedfranchise.com.au

industry. This means we have the right systems and processes in place to enable franchisees to build highly profitable businesses. Becoming a franchisee with BK’s gives you the advantage of learning from our industry experience team to help you get started in your new venture. Not only will you receive on-going support from us, but you’ll also be part of a growing family of franchisees sharing similar goals and objectives. Call Tegan on 5633-2131 Email: admin@bkstakeaway.com.au Web: www.bkstakeaway.com.au

to the International success story it is today, with over 500 stores in operation. The Boost Juice concept is not only about providing customers with healthy and great tasting products, it’s about creating an entire in-store experience. Franchise Partners and staff members want their customers to experience the energy, passion, vibe and “love life” ethos that Janine infused in her first store. Contact Phone: +61 (3) 8593 45 46 Email: boostinfo@retailzoo.com.au www.boostjuice.com.au/franchising

For more information call 03 9787 8077 (or +61 3 9787 8077 from outside of Australia) and speak to one of our Sales Executives or go to www.businessfranchiseaustralia.com.au or www.businessfranchisenz.co.nz

city farmers dogwash

looking for Franchisees with big smiles and big hearts to come on board and enjoy the ride.

Beginning more than 20 years ago as a small enterprise, City Farmers Dogwash is now part of Greencross Ltd (City Farmers, Petbarn & Greencross Vets).

• No experience necessary

Greencross Ltd comprises 220+specialty large format pet Stores (City Farmers & Petbarn) throughout Australia, a mobile network of over 20 City Farmers Dogwash vans as well as 150+ Veterinary clinics and an online store.

• Strong brand recognition

Our Franchisees love what they do and are so passionate about the part they play in a dogs’ health and wellbeing. But with more than 3.7 million pet dogs in Australia, we’ve got plenty of work to do and are always

AUSTRALIA AND NEW ZEALAND

• Full training & support • Exclusive Marketing Zone • All-inclusive start-up package • Work outdoors & be your own boss For more information call Scott McIntosh on 0402 902 620 or visit www.cityfarmers.com.au/dogwash.

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Clark rubber Clark Rubber is a well-known and iconic Australian business, and has been a part of the retailing landscape for 70 years. Clark Rubber commenced franchising in 1995 and since then has grown its store network to more than 60 locations nationwide. In 2006 Clark Rubber was awarded the prestigious ‘Franchisor of the Year’ honour by the Franchise Council of Australia, and today, Clark Rubber is Australia’s leading foam, rubber and pool retailer.

DeckSeal DeckSeal lead the way in deck and timber restoration and maintenance services, specializing in the treatment of new and existing timber decks, structures and features. We are a unique business, delivering in an extremely underserviced market space. DeckSeal offers everyday people the perfect opportunity to capitalise on their existing skills or quickly build a new set without the burden of learning a new trade. Full training and ongoing support are provided with operational manuals. Specialists in all aspects or timber restoration, preservation and outdoor maintenance, we undertake a wide range of projects including: decking, timber cladding, fences, screens and garage doors to name a few. We also clean and seal concrete and paving.

ECOMIST AUSTRALIA Established in 1994, Ecomist Australia is a leading provider of premium quality hygiene products and services, specialising in Odour Control and Insect Control. Our core product is an innovative programmable aerosol dispensing system that won an award for the Best New Product from The Aerosol Association of Australia and New Zealand. Our aerosol products are manufactured in New Zealand and we offer a natural insect killer and over 50 fragrance options with French perfume.

FASTA PASTA With our authentic Italian background and a 35 year success story, Fasta Pasta is now Australia’s largest, independently owned group of ‘fresh pasta’ Italian restaurants. An innovative ever-evolving menu, with healthy options and a commitment to outstanding service, have all contributed to Fasta Pasta being voted Roy Morgan’s ‘Quick Service Restaurant of the Year’ in 2018. Loved for our affordable, fresh, family meals in relaxed, fully licensed surroundings, this is a

business franchise australia and new zealand AUSTRALIA AND NEW ZEALAND

A-Z Listings are a great way to promote your business, giving you a presence within our publication and also the Business Franchise website.

76 Business Franchise Australia and New Zealand

Clark Rubber offers a unique business proposition which includes business development, site selection, comprehensive training and ongoing marketing and IT support. Clark Rubber has identified several great opportunities for further growth, and is now looking for friendly, customer service-orientated business people to join its network. For further information and to register your interest, visit clarkrubber.com.au/franchise or call 13 80 90 or direct (03) 8727 9999

A timber deck is an iconic part of the Australian outdoor lifestyle and a key feature in countless homes across the country. With a continual flow of enquiries and an overwhelming demand for our services, we just cannot keep up. DeckSeal currently has territories available in the Western, Northern, South Eastern, Bayside, Geelong/Bellarine Peninsula and Mornington Peninsula regions of Victoria and now also has franchise’s available in Queensland. Our territories are large and are all in huge demand for our services. Our current franchisees are enjoying the benefits of the DeckSeal model and are booking at least 6 weeks in advance. If you want to be your own boss and have the support of a franchise system, love working outdoors and want a better work/life balance then a DeckSeal franchise is not to be missed. Contact Danielle on 1800 332 525 or email admin@deckseal.com.au

Our ultimate aim is to enhance the environments of our customers through our high quality products and excellent after-sales service. Over the last 23 years we have developed a secure and proven franchising business model. Each Ecomist franchise has its own exclusive territory based on post codes and purchase price is generally 2x the net income of the existing business. If you are interested in finding out more, please contact Gary Vandoros on 0447 743 157, email gary.vandoros@ecomist.com.au or visit www.ecomist.com.au

great opportunity to be part of our award winning national organisation. Extensive initial training and ongoing support is provided. New franchisees undergo 12 weeks of training in one of our company restaurants covering areas such as, front of house, kitchen (all areas), necessary bookwork, PPS, and Management skills. For more information on joining a successful franchise call 08 8304 8600 email franchise@fastapasta.com.au, or visit our website www.fastapasta.com.au

FCF FCF are industry leaders in the Fire, Electrical and Safety Industries. Having a major focus on business compliance allows for routine checks and repairs to correct the failure points. Being a legislated business allows for long term clients on a repetitive basis. Utilizing a software system that is purpose built to FCF means job management from the lead stage right through to invoicing and

floor stores franchising carpet call and solomons flooring

Carpet Call and Solomons Flooring group has been a part of Australian flooring for decades. Solomons started in 1890 and Carpet Call opened in Brisbane in 1975. We have over 120 stores nationally. With over 70 franchised stores across Australia, we have fantastic opportunities for growth throughout QLD, VIC and NSW, as well as small pockets of areas in the other states.

Franck Provost Paris Hair This story began in 1975, when Franck Provost opened his first salon in France. More than 40 years later, the Franck Provost family and its brand have become a global leader in the professional hair industry, with almost 700 hair salons internationally.

then integration with Xero or Myob. FCF have worked tirelessly to create a system that means more time in the field completing jobs and less time quoting and following up with clients due to the automation. To find out more about FCF contact Jacob Foster on 0488446625 or alternatively to find out more information head to https://www.firesafetyfranchise.com.au/

The beauty of our model is that it works well as a stand-alone flooring business, but it also can be bolted onto an existing business, like tile shops and window retailers. In as little as 40m2, existing retailers can add one of our stores into their existing business. The great benefit of this is low set up costs as well as little to no increase in overheads like wages, etc. Interested? Contact Jack McClane, National Franchise Manager on 0402791187 to see if this sounds right for you.

Franck Provost offers an attractive alternative to franchise ownership…one that’s specifically in the business of making people look and feel beautiful! Franck Provost franchise owners lead their own business while living an exciting and rewarding lifestyle in a five-star beauty environment.

From a single salon in Sydney’s CBD in 2008, today there are 14 salons around Australia and counting as Franck Provost continues the journey to become the country’s leading high-end hair salon brand.

Jean-François Carré E-mail: partnerships@franckprovost.com.au Phone: 0293315147 franchise.franckprovost.com.au

Home Caring Pty Ltd

The active franchisee partner manages the daily operation of the branch, sourcing new clients, ensuring existing clients’ needs are being met, recruiting and training care workers and managing a team of people.

Proudly Australian owned, Home Caring provides professional and compassionate personalised care services in the home and community and is seeking community minded franchisees who can build a solid financial future combining their local networks and the national marketing of the Home Caring and Dementia Caring brands. We are seeking high achievers, preferably with a health background, who want to make a difference in the community by providing excellent quality of care to clients.

InXpress Do you want to join one of Australia’s fastest-growing franchise businesses? As an InXpress franchisee you have the rare opportunity to capitalise on one of Australia’s fastest growing industry sectors: freight and logistics! Utilising global super brands like DHL,TNT, TOLL and Startrack, InXpress Franchisees consult small/medium business on their freight and logistics ensuring they receive world-class service and extra mile customer service. InXpress is not your average franchise. Benefits: • Low entry costs • Low risk • No inventory and no warehousing,

A comprehensive training program, ongoing operational support and a full suite of cloud-based business management tools assist with the growth and success of your home care business. Contact Bill Lockett for more information on: info@homecaringfranchise.com.au 0417 221 488

• No vans or trucks • High passive income What It takes to succeed: • High energy individuals who enjoy a fast paced environment • A passion to build a successful business • No previous experience in freight & logistics is required Locations currently available: • Newcastle,NSW • Perth.WA • Adelaide,SA • Brisbane,QLD

• Wolloongong.NSW • Melbourne.VIC • Sydney,NSW • Hobart,TAS • Geelong,VIC For more information, visit http://inxpressfranchises.com/ Contact our franchise development team on 1300 097 857 or sales.au@inxpress.com.

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JIM’S POOL CARE MOBILE POOL SHOPS Join our team and Australia’s largest franchise system to build a business that suits your goals and lifestyle. Owning a Jim’s mobile pool shop means you can earn money from multiple streams. You charge for your time and charge for the lucrative pool items such as chemicals, pool equipment and pool accessories. This means your income is not limited by how many hours you can work and gives you

scope to grow the business to a level that suits you. Another great bonus is our FLAT franchise fee. Yes, our fee is a flat franchise fee system so you can work hard and earn as much as you like and pay the same at fee with all training and ongoing support included. If you are ready for a change then you need to put us on your list. We have selected opportunities around Australia so give us a call and come for a ride along. For more information ph: 131546 or visit www.jimspoolcare.com.au

JUST CUTS™

income stream in each salon.

Just Cuts has over 29 years’ experience across Australia and New Zealand. Now the largest hairdresser in the Southern Hemisphere.

A recent study conducted by the Franchise Relationships Institute, franchisee satisfaction with the Just Cuts™ System was rated higher than any other franchise group in the benchmark.

Embracing business management and training Technology allows owners to remain on the pulse of the business remotely, and hence over 53% of Just Cuts owners are multi salon operators. The dedicated Academy Team provide Operations and Marketing support and the Justice Product range is providing our owners with secondary

NANOSHIELD NanoShield’s energy saving nanotechnology window treatments will add value to homes by improving thermal comfort, energy saving, UV protection and condensation suppression. Franchises are available for discerning and passionate individuals who want to join a strong team and help improve the quality of life for Australians through the sale and installation of NanoShield Cosy 24/7! Share in this exciting ground floor opportunity as we match a globally

Network Pacific Strata Management Since opening our doors in 1994, Network Pacific Strata Management has grown to be one of Australia’s leading strata management companies. We manage over $6.5 billion of assets on behalf of 23,000 clients, with offices in Melbourne, Queensland, Europe and South East Asia. Our value-added services allow us to take care of

Nirvana Beauty Laser Clinics Nirvana Beauty Laser Clinics is at the forefront of the beauty industry, committed to offering the most advanced technologies to clients. We are experts in advanced skincare, laser and anti-ageing treatments with over 20 years’ industry experience. At Nirvana it isn’t enough to follow the crowd: the franchise chain was one of the first in Australia to introduce revolutionary treatments such as Coolift and the lifting and tightening skin treatment HIFU. These treatments are bang on track with the trends for fighting the ravages of time through non-invasive anti-ageing processes.

78 Business Franchise Australia and New Zealand

Style your work and life your way with Just Cuts. Contact: Zenardia Anderberg 0488 600 036 or 1800 334 498 Email: bdm@justcuts.com Website: justcuts.com/franchising LinkedIn: Just Cuts™ Franchising

dominant product with an effective business system to provide a cost-effective solution to a rapidly growing market with minimal competition in its class. Our unique business is simple to operate, scalable, affordable and highly rewarding. NanoShield treatments are generally carried-out during the day providing excellent work life & family balance. Contact: Ray Liew 1800 COSY 24/7 (1800 267 924) www.nanoshield.com.au

all aspects of our clients’ owners corporation management, maintenance and compliance needs. Our continued growth, evolution and diversification is a measure of our success. We are proud of our reputation as a high-quality service provider. This is recognised industry wide with the many awards our company and staff have received; 23 award nominations in the past year. www.networkpacificstratafranchise.com.au

Nirvana Beauty Laser Clinics is looking for focused and determined individuals who can springboard their personal success from an established franchise chain, and help develop the brand’s presence around Australia, and reap fruits of own input. Locations available: Westfield Miranda, Roselands, Westfield Chatswood, Castle Towers and other locations available! For more information please contact Marc Akil at: Phone: 0413 564 565 Email: franchise@nirvanabeauty.com.au Website: www.nirvanabeauty.com.au

Nurse Next Door Home Care Services With a core purpose of Making Lives Better™, Nurse Next Door provides in-home aged care and disability support services built on our philosophy of Happier Ageing® focusing on possibility rather than disability. Award winning systems, world class processes and operational excellence have enabled Nurse Next Door to become one of the fastest growing home care franchises in North America. Under the leadership of Melbourne based Master Franchisors Matt Fitton and Amber Biesse, Nurse Next

plus fitness Plus Fitness, an award winning Australian Owned Company has been operating since 1996. Having launched its 24-Hour Gym Franchise Model in 2011, Plus Fitness has sold over 300 franchises with gyms located in Australia, New Zealand, Singapore and India. The Plus Fitness franchise model is a ‘turn key’ solution that provides everything you need from gym equipment, aesthetic fit-out, extensive training and Franchisee support. The model operates in 250sqm to 650sqm premises and offers consumers 24hour access to all Plus Fitness

business franchise australia and new zealand A-Z Listings are a great way to promote your business, giving you a presence within our publication and also the Business Franchise website.

polished diamonds We are looking for a Franchisee with strong sales and marketing experience and the ability to think laterally. Manufacture of the product is supplied so excellent selling skills is essential. Strong communication with excellent English for business writing/emails and formal in store design consultations. We are looking for people with enthusiasm and energy to grow Polished Diamonds into a big business across the entire NSW / VIC / QLD

IWG (Regus) Imagine being given the chance to work with hugely successful established franchise industries such as restaurants or gyms at the beginning of their growth explosions. This is an opportunity to diversify away from traditional franchise markets, and benefit from strong cash returns and attractive returns on investment. Now is your chance to start a new franchise with IWG plc, the global operator of leading workspace providers, with brands to match every requirements and style, like Regus and Spaces.

Door has quickly penetrated the Australian home care market. The ‘Bold Pink’ brand is disruptive (check out the pink cars!) reflecting our unique approach to home care. With no requirement for a medical or healthcare background, we’re looking for people to partner with who have a tender touch and the tenacity of a bulldog. Take the first step to building a home care franchise business with heart. Contact Matt Fitton 1300 010247 matt.fitton@nursenextdoor.com.au

gyms around the world from only $13.95 per week, with a no lock in contract membership. Some of the benefits of a Plus Fitness Franchise; • Initial investment $250k to $500k dependent premises • All gym equipment included • Exclusive territories • Low staffing • Unrivalled franchise support • No industry experience is required • Winner of the FCA’s ‘Emerging Franchisor of the Year’ and Smart Company

AUSTRALIA AND NEW ZEALAND

States. Jewellery knowledge is not required as this will be provided in training and all production and manufacture is supplied. Polished Diamonds now seek Interest to operate design studio showrooms and operate our business across NSW / VIC / QLD. Please contact Daniel Joines for a detailed brochure and to discuss this opportunity. Phone 1800-233-299 or email dan@polisheddiamonds.com www.polisheddiamonds.com.au

IWG has been running successful workspaces for 30 years, ever since it founded the industry in 1989, and is present today in 3,400 locations, 120 countries and 1,100 towns and cities, with over 2,5 million customers. The flex-office market has reached a tipping point and we are seeking franchise partners to help drive the pace of our growth across the World. Is this investment opportunity right for you? URL: franchise.iwgplc.com Email: franchise.AU@iwgplc.com

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Ryco 24•7 RYCO Hydraulics is one of the largest hydraulic hose and fittings manufacturers in Australasia. The RYCO Trade Mark has been established in the industrial market for over sixty years and is a trusted name for quality products and service. RYCO 24•7 is a member of the Franchising Code Council Limited, which administers the Franchising Code of Practice. The RYCO 24•7 Mobile Connector Specialists franchises was established over twenty years ago

snap fitness Turn your passion into an innovative investment. Snap Fitness is the premier fitness brand that offers success in a variety of markets across the globe. With Snap Fitness you have the opportunity to partner with a global fitness franchise that knows no boundaries. The results driven culture of our fitness centres offers a fitness experience unlike any other across 26 countries, with over 2500 clubs worldwide,

SNAP-ON TOOLS Snap-on Tools Australia & New Zealand is a mobile franchise operation putting high quality tools and equipment into the hands of mechanics, engineers, and other professional tool users across the country. Snap-on Tools is a subsidiary of Snap-on Incorporated, a leading global innovator, manufacturer of tools, diagnostics and equipment solutions for professional

SNAP PRINT & DESIGN Passion is the backbone to any successful business. At SNAP, our passions are print and building businesses. As part of our network, you’ll be supported by a team with the expertise and passion to see your business reach its full potential. Boasting a 120 year history in the print industry and with 40 years in franchising, SNAP is 100% Australian owned and operated. We have over 140 Snap Centres locally and we’re internationally franchised in Ireland, New Zealand and China.

Subway Systems Australia Pty Ltd Subway® offers a fresh alternative to traditional fast food. Guests can choose from 37 million combinations of premium-quality meats, cheeses, fresh vegetables, and cookies & bread baked daily.

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and is a successful channel to market for the RYCO group. Target markets for RYCO 24•7 “product and services” being emergency breakdown and installation of hose and fittings to a large range of industries. Training is provided and conducted at RYCO’s design centre in Melbourne, or at the RYCO 24•7 Mobile Connector Specialists designated Service Centre. RYCO’s training packages meet a Nationally Recognised Standard and cover all aspects of the identification of hydraulic hose and fittings.

and 1.5 million members and counting! With 24/7 member access, daily high intensity workouts, and heart rate training technology, Snap Fitness is changing the face of fitness worldwide. Our proven method for success features a turnkey operation with financial support, a flexible club footprint to fit your needs, and more. If changing lives and transforming communities is your passion, Snap Fitness is an investment that fits. For more information visit: www.snapfitness.com.au

technicians, with an established network of franchise operations across the globe. After 30 years in the Australian market, Snap-on continues to perform, providing robust financial results for its network of over 175 franchisees. Extensive training and ongoing support is provided - no previous mechanical experience required. Snap-on offers an exclusive finance package to assist new franchisees.

SNAP is one of the most recognised brands in Australia with a reputation for fast, personalised service and high quality print & design solutions. SNAP caters to all business print needs, from marketing materials and business stationary through to signage. If you want to learn more about becoming part of our Multi Award Winning Australian Franchise network, we’d love to hear from you! Phone: 1300 810 233 Email: franchiseenquiries@snap.com.au snap.com.au

With more than 1,350 locations across the country, Subway® is Australia’s largest restaurant chain*, serves nutritious and delicious subs, salads and wraps along with its iconic cookie range. For franchise inquiries, please contact Michelle Milne at 1800 630 355 or australia_development@subway.com. *based on number of restaurants.

SuperGreen Franchising for SuperGreen Direct

needed. i.e. Home shows, Display Homes, Builders, Eco- Fiesta’s, Commercial and residential clients.

SuperGreen Solutions have been globally trusted energy efficient products specialist for over 20 years’ with over 81 locations in 9 countries. SuperGreen recently released a mobile version of the bricks and mortar model in the form of SuperGreen ‘Direct’. Which is simply a mobile One stop - Energy Efficient products showroom.

Our Franchisees Demonstrate & Display, Print the Quote, Sign the deal, Email the invoice and take the deposit from within a fully connected SuperGreen Mobile office. At the same time, these franchisees enjoy the freedom of working when they want, without the need for costly premises and leases.

SuperGreen Direct Franchisees enjoy the ability of going directly to where the business is, when

the lott Join us at the Lott – Australia’s official lotteries! The Lott offers Australia’s official lottery games which Australians trust and love! We are one of Australia’s largest franchise networks with almost 4,000 franchisees operating across all of Australia, except WA. Our franchise system complements a range of businesses including convenience stores, convenience supermarkets, convenience fuel outlets, pharmacies, tobacconists, newsagencies, hotels and clubs (SA), and more!

Theobroma, Chocolate Lounges, Pavilions, Bars The earliest record of chocolate was over two thousand years ago in the central American rainforest where the tropics is the ideal climate for the cultivation of the plant from which chocolate is derived, the Cacao Tree, Latin name “Theobroma Cacao” or “Food of the Gods”. The concept was developed in response to the spiraling demand of high quality chocolate and chocolate beverages with the added enhancement of a full food menu, with some stores even offering a licensed venue.

To secure your area, Call Sean on 07 4772 7655 or 0481167423 or Email franchise@supergreensolutions.com.au

Incorporating the Lott in your outlet could be more attainable than you think. If you would like to find out more information, contact us on the contact details below! The Lott Thelott.com/franchisee Email: franchiseenquiries@thelott.com Phone: VIC, TAS & NT – Tatts, Tatts NT – 07 3877 1095 NSW & ACT - NSW Lotteries – 07 3877 1118 QLD - Golden Casket – 07 3877 1117 SA - SA Lotteries – 07 3877 1096

Our franchise offers: • Innovative and unique concept that includes all of life’s pleasures- chocolate, coffee, food, alcohol and retail. • Highest quality chocolate products. • Full training provided. • Professional support team with a range of skills to assist you. With new stores opening in countries across the globe, be part of something special. Contact Ben on +61 431 727 004 E: ben@theobroma.com.au www.theobroma.com.au

Thermawood

Become part of the success story with:

Thermawood Retro-Fit Double Glazing System is designed to retro-fit double glazing into existing wooden windows. Proven systems and processes with the Thermawood Patented drainage system.

• Full Training and ongoing support • Strong industry Growth • Full Advertising & Marketing • Patented product new to the Australian Building industry. We are looking for passionate self-motivated people to join the Thermawood team.

Retro-Fitting fitting double glazing into existing wooden windows allows the home owner to retain the character of their windows, be more energy efficient, reduce energy costs and reduce noise.

Please contact Thermawood Retro-Fit Double Glazing for more information.

Along with installing double glazing Thermawood installers also fit draft/sound seals to all types of windows including double hung windows, casement windows and doors.

Info@thermawood.com.au www.thermawood.com.au 0455 555 330

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WANT TO BE YOUR OWN BOSS? Join the leading battery retailer in Australia and become part of a franchise network that has over 20 years of stable growth behind it. With over 110 stores nationwide and with more set to open in 2020, it has never been a better time to start your own business backed by a nationally established franchise network. To ďŹ nd out more on becoming a Batteryologist and your own boss contact us today!

batteryworld.com.au 1300 793 209

BECOME A BATTERYOLOGIST