We Are Family

April Ashton: ‘I love my staff, and I love the people who come in. I can never be grumpy when I’m at work!’

Paper Plus franchisees love what they do and who they work with

The past two years have been incredibly challenging for retail, but talk to any Paper Plus franchisee and you’ll be struck by their sense of pride and satisfaction. As Carrie Welch, Chief Operations and Customer Officer for Paper Plus, explains, the franchise has weathered Covid thanks in part to offering a mix of products for home, office and education which helped beat boredom during the restrictions.

‘Our store-based web fulfilment model meant that when franchisees were unable to physically open their doors, they could still fulfil customer needs,’ explains Carrie. ‘And when the doors opened, many stores also provided a range of local essential services which attracted repeat business to Paper Plus. Today, that’s more true than ever.’

Supported to succeed

Paper Plus is a long-established and well-respected franchise with 100 stores nationwide catering to small-to-medium-sized towns and suburbs all around the country. It’s not just 100 percent Kiwi – the brand is actually owned by the franchisees themselves under a co-operative membership structure.

In his 31 years as a Paper Plus member, Graham Dennis owned franchises in Thames and Taupo before investing in his current Whakatane store. ‘All the stores were different, but all have given me great business growth and opportunities,’ he says. ‘The Paper Plus model is great because, while you can trade the way you want and choose what best suits the local market, you also get national marketing and advertising which promote the whole brand.’

And it’s not just about marketing: Graham has re-fitted and improved his stores several times. ‘There’s great support from our experienced merchandise, marketing and operations teams. Their help was paramount in making sure each job was done to perfection and resulted in real sales growth,’ he says. ‘Phone support is always available across all aspects of the business, while ongoing training and new learning and development modules help us run our businesses better and more profitably.’

That calibre of support was demonstrated during the pandemic. ‘As well as the online sales, franchisees received daily updates, advice on protocols, and information which ensured our businesses could open while looking after our team’s safety and wellbeing.’

Community appeal

April Ashton, owner of Paper Plus Select Helensville, has been part of the Paper Plus family since she was 18 years old.

Just over five years ago, with help from her family, she purchased the business from her former boss. Like many other Paper Plus franchises, April’s store also comprises the local NZ Post, Kiwibank and Lotto agencies, which makes it one of the region’s community hubs – and April’s happy place. ‘I love my staff, and I love the people who come in. I can never be grumpy when I’m at work!’

Her business has more than lived up to expectations, she says. ‘Sales of books and toys are up, driven not just by the lockdowns but by clever online marketing, too. I particularly love the community-focused book launches and fundraising events which involve various celebrities, such as Nadia Lim and children’s author Stacy Gregg.’

She also speaks highly of the franchise’s buying power and the way the support office keeps its finger on the pulse of book industry trends. ‘This must be the most supportive franchise of all. They deliver so much helpful information, and it’s been comforting to have them in constant communication during the times when people weren’t able to meet and mingle in person.’

And she says the franchise’s co-operative structure has created a network where franchisees genuinely help each other to succeed. ‘It’s great to be able to reach out to other Paper Plus members – everyone is so friendly and supportive.’

Graham Dennis agrees. ‘We are the Paper Plus family: we support each other and all do our little bit to make the group better. That applies to the areas we serve, too. With all our various products and services, Paper Plus stores are often a focal point of the community so you get to know your customers – they love being recognised and greeted by name. It’s a very rewarding business. We take special pleasure in providing the best customer service and the best deals, and it makes it a pleasure to come in to work each day.’

Join the family

Carrie Welch says that Paper Plus is looking for new members to join their happy family. ‘We have new stores opening in growing areas, and existing stores coming up for resale in some areas as established franchisees retire.

‘Investment levels vary according to location – with a history dating back almost 40 years, a track record of innovation and success, and a present focus on technology development, we find the banks view lending to new Paper Plus franchisees favourably, compared to potentially higherrisk small businesses with no franchisor or group support.

‘Incoming franchisees are attracted to the cooperative nature of our business, our nationally-established brand and the significant backoffice support we offer. Those are especially attractive to an increasing number of professionals who want a change from the corporate world, more balance in their lifestyle and, perhaps, an escape from city life to a more community-focused area.

‘After all, if there’s one thing all our franchisees know, it’s the fact that community matters. Contact me to find out more.’

Advertiser Info

Paper Plus

Contact Carrie Welch

operations@ paperplusgroup.co.nz

www.paperplusgroup.co.nz