Franchises for sale where Customer service is the gospel
Nicholas J Hudson| National Franchise Manager | Snap-on Tools
The recent topfranchise benchmarking survey showed the Snap-on Tools franchise to be particularly strong and above industry average in the area of caring about Customers beyond their consumer experience. Snap-on Tools is one of the most recognised brands for quality equipment for professional tool users. However it is the structure of their business model and the ethos of their culture that has created such strength in their customer service proposition. Nicholas Hudson, Snap-on Tools National Franchise Manager, was happy to share his knowledge about the importance of assessing the customer service culture of a business when researching franchises for sale.
It’s no secret Australia’s retail sector has struggled in recent years due to the challenges of eCommerce and reduced consumer confidence throughout the GFC.
The good news is that franchise businesses are typically better equipped to survive economic difficulty than independent small businesses due to the support structures offered by the franchisor.
That doesn’t mean franchises for sale in the sector are immune; while some brands appear insulated from economic and technological change, others have struggled.
There are numerous ingredients that make a successful franchise system, which includes the foresight at a corporate level to recognise and adapt to change.
But Australia’s most established systems would agree the number one ingredient for franchise longevity is outstanding customer service.
Snap-on Tools is a mobile franchise putting high quality tools into the hands of mechanics, engineers and technicians across Australia. It is a brand that defines quality and service and is a recognised leader within the industries in which it operates; Snap-on was ranked highly in the annual 10 Thousand Feet Top Franchise survey based on franchisee satisfaction.
The success of the Snap-on brand has developed a culture of pride and passion that is brought to life by its franchisees that carry products, services and informed counsel directly into a customer’s workplace, offering invaluable on-site advice and a genuine business partnership approach.
At Snap-on, it starts at recruitment level.
Snap-on encourages people of different backgrounds, ages and experience to undertake Discovery Tour, a recruitment tool which helps to identify those with the enthusiasm and potential to bring Snap-on’s service philosophy to life.
“Discovery Tour is a unique interactive tool that simulates what it’s really like to be a Snap-on franchisee, taking potential candidates through a series of modules including a personal business plan and personality profile,” says Les Coppin, Recruitment Manager at Snap-on Tools Australia & New Zealand.
A good franchisee in our eyes is someone who exemplifies the Snap-on culture of pride and passion. You can teach business management skills, but it’s passion for the brand and customer service that is a priority in our recruitment criteria.
In any one of the franchises for sale you are looking at, ask the franchisor to explain to you as much as possible about the business, the customers and the interactions you will have. Experience it as a customer and if you can get behind the wheel and serve some customers as a trial. They Key thing is to know you will be able to be passionate about the product and providing great customer service for the next 5, 10 or 20 years!
"A good franchisee in our eyes is someone who exemplifies the Snap-on culture of pride and passion. You can teach business management skills, but it’s passion for the brand and customer service that is a priority in our recruitment criteria."
Once you become a franchisee, your ability to deliver on exceptional customer service will also rely on the support of the franchise network.
At Snap-on we place a great emphasis on providing ongoing support for franchisees in areas like marketing and product training, so they can focus on the day-to-day running of their business and providing the very best customer service.
A franchisee with the support, enthusiasm and skills to do their job well feeds into the customer experience and is the reason we’ve seen continued growth in Australia and New Zealand for over 25 years.
One of the keys as a prospective franchisee will be to ask the franchises for sale you are considering to describe how they will support you and enable you to stay focused on your current and new customers.
Best of luck on your journey and finding a franchise environment that will allow you to deliver great customer service!