MISTER FIXIT

What makes Mister Minit multi-unit franchisee Steve Whittard a standout business owner?

This year Steve was named the Mister Minit Franchisee of the Year, earning him the praise of CEO Mark Rusbatch.

“This award is a signal to the Mister Minit Network on what an outstanding franchisee looks like. They are someone who sets the standard and will be sought after for business and management advice,” Mark says.

The Franchisee of the Year is nominated through rigorous criteria, including overall contribution to the brand and business, adding value to others and the system, being proactively involved in the community, providing exceptional customer service as measured through internal programs, leadership development, and delivering outstanding trading results which are measured by customer growth and sales growth.

Steve puts his success down to his team and the people he works with.

“Ultimately it’s about people. It’s a service business. Recruit the right people and invest back in the business. Hire for the culture of the business. Even if the applicants are fully qualified, if they aren’t a good fit, don’t hire them,” he says.

“Apart from working closely on a daily basis, our team shares a lot of leisure time together outside of work, so we all need to get along.”

Today Steve employs 18 people and owns seven stores on the Gold Coast and a mobile service. He started out as a franchisee with four outlets. But he was no stranger to the business, thanks to a 33-year career with the service network.

Steve’s first job at the company was learning how to do shoe repairs and the basics of the business. He then held a number of supervisory and management roles before becoming the company’s first franchise manager. In this position he set up the fundamentals of the Mister Minit franchise system, and then transitioned into a national property management role, working on the leasing and construction of new stores.

Throughout this broad experience at Mister Minit he was impressed with how the franchisees embrace the business.

“I noticed how happy they were,” says Steve. “I’d meet them at award nights and they were such a

We have an incredible team of people working in the business who continually look at ways to further their skills and enhance the customer experience at the counter.

great group of people who are passionate about what they do. I thought to myself – I have to give this side of the business a shot!”

So he shifted from Sydney to the Gold Coast and set up with his first franchised outlets.

“My plan was to build a business. It was never my intention to work in a shop when there were others who were more suited to the role.

“Before I started I wrote my business statement, which has been the driver for my business for the past five years. My purpose in owning a portfolio of shops is to build a team of highly motivated people with a winning mentality,” adds Steve.

“We have an incredible team of people working in the business who continually look at ways to further their skills and enhance the customer experience at the counter. They live our trueline of ‘Real People Fixing Problems’ and I am extremely proud to be part of such a results-driven group with a customerfocused mentality,” says Steve.

“The last 18 months have no doubt been challenging for everyone. As a team we made the decision to stay open and service the needs of our customers during the early Covid-19 shutdowns. In fact, Mister Minit was one of the only specialty retailers that remained open in our precinct at Pacific Fair. The whole team felt it was important for us to be available for our customers.”

He admits that running a successful business can appear daunting.

“You have to know who your customer is, give them the best quality product or service at the right price to retain their loyalty, while recruiting, training and motivating your own team, keeping on top of expenses, complying with all the regulatory requirements, keeping up to date on government legislation and new developments in your industry segment, while watching your competitors and then finding time for your family and personal interests!” Steve points out.

However, there’s a simple solution to this, he suggests.

“While that can be very challenging, personally I find that if you keep it simple and just ask yourself – ‘If I was a customer or a team member, is that the way I would expect to be treated?’ Then everything else is just part of the business game and the rewards can be great,” explains Steve.

Now running induction classes for other franchisees, Steve has a wealth of experience to share with businesses or those starting out. His number one piece of advice is to clearly articulate a goal and strategy you believe in. Are you looking to create wealth, or are you looking for a work–life balance? It is important to understand why you are getting into the business.

Steve’s top business tips to get the best out of your team: • give them autonomy and let them make decisions • listen to your team and have open dialogues • be interested in them personally • be open and honest in your communication • be clear in your expectations – no surprises • be humble • put supporting structures in place to help your team. At Mister Minit success is easily defined, says Steve. It’s when a customer walks away from the counter with their problem solved. n