It’s been a while since I have written a blog, New Year, New Resolutions and all that, hmmm I also don’t really see the point in writing for writing’s sake. However, I thought it was about time I put pen to paper so to speak and let you all know how things are going here at Franchise Resales.
It’s hard work! Anyone who says running a business is easy is lying, 6 months ago my fellow directors Julie, Dave and myself sat down with one of our Account Managers and our mission was to thrash out a great plan for growth. A plan to create and implement a service that no one else could come close to. It’s now over 3 years since Julie and I took the reins of Franchise Resales, it was our vision to make us the number one Resales broker in the UK. We already had an established customer base and a great reputation within the franchise sector. However, we want to be the first company that Franchisees and Franchisors think of when they decide to sell.
We have grown from being a small part-time, run from home business, with a great reputation, to a business with 14 members in the team and a Head Office in a prestigious location. We have doubled in size with regard to the businesses that we deal with on a month by month basis. This has meant that we had to change a few things, firstly our communication with our customers both existing and new had to radically improve. We live in a world where we often get what we want immediately, with this in mind we needed to up our game. So, we decided the best way to do this was to add a new layer to our model, and introduced the Relationship Manager role. This means exactly what it says, manage relationships with our customers.
This role gives our Relationship Managers Patricia and George, complete autonomy to speak to customers when they want to be spoken to. It’s not a 9-5 job when you are dealing with a client’s livelihood. Another one of our aims was to be more transparent in our service offering. We are soon going to be launching our monthly marketing reports, which will enable franchisees to see, exactly what we are doing for our money. Finding buyers is easy, we are constantly inundated with people who want to take over an existing business. However finding quality buyers, who will pass the stringent criteria that we set in discussions with our franchisors is a completely different story.
So, with our new structure in place, we continue to grow from strength to strength, we are happy to say our team is able to handle the growth with complete confidence and our customers will get amazing customer service. Don’t get me wrong, I’m not saying it’s happened overnight, it’s been really challenging trying to implement new processes and procedures for staff to follow, not to mention implementing a new CRM which has been a nightmare. But we are now finally starting to see it all coming together and it’s amazing. We have a fantastic team that work brilliantly together to ensure that the job gets done and the customer is kept informed every step of the way.
Last but not least, we have changed the roles of the Directors playing on their strengths ensuring the business will continue to develop and evolve. Dave is and always will be our Finance Director, over the last two years he’s really come into his own juggling this with semi-retirement and being an Account Manager. Julie has stepped into the CEO role and will concentrate on the strategic aspects of the business, whilst I have taken on the Managing Directors role and with that comes the overseeing of the day to day business. It’s working really well and we can only go from strength to strength – Bring it on!!!