118 119 franchisee of year PD 29/10/07 21:16 Page 2
Gold Award
Terry Lucking, Belvoir Lettings
During the eight years he has been running his Belvoir Peterborough franchise, Terry Lucking has kept customer focus at the forefront
of his business. Terry won the Gold Award for his ability to consider the needs of both tenants and landlords. Some of the procedures
he has introduced are now used by many Belvoir franchisees, these include making digital recordings of properties at the beginning
and end of tenancies and providing prospective tenants with ‘mini movies’ of
properties on home or office computers.
Additionally Terry provides landlords with access to a free investment
and protection review with a leading wealth management company, as well
as using feedback
forms that encourage
customers to grade
the level of service
received and all
Bronze Award
suggestions and
criticisms are
David Amos, Pitman Training
addressed personally.
Former prospective David Amos’ Pitman Training franchise covers a
customers are contracted for their opinions and ‘mystery shopper’ reports are small area and, therefore, has a limited customer
carried out on Belvoir agents and their competitors. base. Despite this David has been outperforming
“This is a franchisee who truly understands that without the customer there much larger operations, due to his dedication in
is no business,” says Cathryn Hayes, Head of Franchising for HSBC Bank. providing an excellent service to his customers.
“It’s a strategy that has seen a whole raft of innovation and inspired initiatives Knowing that many of those taking the course
flow into the business. Indeed, so successful have these been that many of are doing so to find work, David has developed
Terry’s ground breaking ideas have quite rightly been adopted through the
Belvoir network.”
Brian Smart, Director General of the bfa, adds: “Terry is an inspiring
example of such a partnership working at its very best and
we congratulate him on winning the 2007 Gold Award.”
Silver Award
Atul Pathak, McDonald’s
Establishing his first McDonald’s franchise in 2003, Atul Pathak has since
increased the number of McDonald’s restaurants he owns by 10. Atul put a lot
good relationships with recruitment agencies to
of his success down to developing a customer-focused approach that has
ensure learners have the best possible chance of
enabled him to generate sustained sales growth.
getting a job. This has proved very successful as
Some of the measures Atul has taken
97 per cent of his diploma students go on to
include spending time talking to his
find employment.
customers, both in his restaurants and
“Judging these Awards is always a difficult
outside, as well as attending local
task but we felt that David showed determination
resident groups such as Safer
and commitment to building a successful
Neighbourhood meetings and religious
business,” explains Cathryn Hayes. “David is a
and community events that means he
perfect example of how a franchisee can deliver
knows many of his customers by name
added value by listening to their customers and
and allows him to build relationships
responding to their needs, moreover his business
based on mutual trust and understanding.
is delivering the figures to prove it, even
This has lead to Atul trying out some groundbreaking initiatives such as a
outperforming much larger operations.”
Halal menu in his Southall restaurant, the response of which has been an
increase in sales and guest counts of 100 per cent.
“Atul’s customer focused approach has generated sustained growth that’s
built an extraordinarily successful business,”
reveals Cathryn Hayes. “By listening carefully to
the customer Atul has been a bold innovator,
FURTHER INFORMATION:
achieving success in areas previously thought to
Register for more information on these opportunities through The Franchise Magazine
be impossible and setting the standards for others
online at:
www.thefranchisemagazine.net
to follow.”
©2007 The Franchise Magazine 119
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