Happy Team, Happy Customers

The Coffee Club franchisees overcome challenges to build a thriving business happy team, happy customers

It sounds like a recipe for disaster. Two people who have never owned a business before buy a café in New Zealand’s biggest tourist town during a pandemic. The week they take over, Auckland – the biggest source of domestic visitors, not to mention their support team – is in lockdown. Yet, a few months later, in a ski resort with no tourists, their business records its best week ever. That’s what can happen when the right people choose the right franchise.

Both originally from the UK, Carl Lewis and Kelly Wilson bought The Coffee Club, Queenstown Central, in November 2021. ‘I’m an electrician – I came to NZ ten years ago and I’ve been here ever since,’ says Carl. ‘Kelly and I had been friends in the UK and we reconnected here.’

Carl and Kelly, who has a long background in customer service, had dreamed of their own business and, having settled in Queenstown, were determined to stay there. ‘It’s so magnificent that it would have been a wrench to leave,’ Kelly says. ‘We looked at all sorts of options and concluded the hospitality sector was the right fit for us. We considered setting up on our own, but when The Coffee Club became available, it won hands down. The brand has a terrific reputation and it was clear from talking to other franchisees it would offer us the support we’d need in the early days.’ Carl Lewis and Kelly Wilson

Worst possible timing

Kelly and Carl took over as the new owners of a café that had been open for two years. ‘Our timing could hardly have been worse,’ they laugh. ‘The Coffee Club team couldn’t leave Auckland to support us, which was as frustrating for them as it was for us, but thank goodness for Zoom, Skype and all manner of IT. We did a lot of our learning online, then had 5 days intensive training, 13 hours a day, with a franchisee in Christchurch, which was invaluable. That, coupled with open lines to HQ meant we coped, even if it was something of a baptism of fire for us!’

Fortunately, they also had experienced staff. Being able to lead a team is vital for The Coffee Club franchisees. ‘Both Carl and I are trained in all areas so we can cover the kitchen or front of house, and that is the aim for all our staff, too. We have a great reputation for excellent coffee, so all our staff need to know our product and be able to answer any questions from clients about the menu. You need that kind of knowledge if you are going to build repeat business and get all those lovely five-star reviews.

‘A happy team means happy customers,’ Kelly continues, ‘and that’s been our goal from the start. Before we took over, we sat down with all of them individually and asked, “Do you feel there is a better way of doing things that would make it easier for you?” From there we introduced suggestions, and today we have an almost full complement of staff, which is unusual in Queenstown right now. Many outlets have had to close early or open fewer days because they are under-staffed, but we have increased our hours and retained a solid core of happy people.’

Significant growth

Brad Jacobs, co-director with Andy Lucas of The Coffee Club New Zealand, says, ‘We’ve been delighted with the significant impact that Carl and Kelly have made on the brand and business at Queenstown Central. They are hands-on operators who are passionate about delivering a great customer experience. Since they took over nine months ago, despite the tough economic environment in Queenstown, they have experienced significant growth through their hard work and charisma.

‘As the tourist trade bounces back, they will surely reap the benefits. It all goes to show that there are still real opportunities out there for people prepared to join The Coffee Club and benefit from our experience.’

Join a growing brand

Originally founded in Australia, The Coffee Club now has over 350 stores internationally including over 62 in New Zealand. ‘Good food, great service and excellent coffee are the foundations of our success, attracting a wide range of customers throughout all parts of the day,’ says Brad. ‘Our style is relaxed, stylish and affordable, and highly popular. While our systems and marketing help maximise profitability, in the end it comes down to the franchisees in the cafés – people like Kelly and Carl – to deliver the sort of experience that keeps people coming back.

‘Our aim is to choose great franchisees then train and support them to build the businesses they want. Proving that, The Coffee Club has won 15 Westpac New Zealand Franchise Awards, including winning the Supreme Franchise System title twice, and Supreme Franchisee of the Year no less than four times – a unique record.

‘Experience is not necessary – if you have the determination and commitment that Kelly and Carl have demonstrated, we can help you learn the rest. Investment levels range from $300,000 to $450,000, with potential rewards to match.

‘So if you want to run a thriving business, join a successful and growing brand, and live where you choose, call us.’

Advertiser Info

The Coffee Club

Contact Brad Jacobs P 0-9-304 0008 M 0275 263 333

b.jacobs@thecoffeeclub.co.nz

www.thecoffeeclub.co.nz