Revive! announces Franchisee of the Year
Before setting up the Cambridge Revive! franchise in 2007, Nathan Holmes was a meter reader for a utility company. He has now grown his business to a staggering annual sales figure of £400,000, earning himself and his team the accolade of Revive! Franchisee of the Year. He tells his story.
Running a successful SMART repair business is far more than just spraying cars and sprucing up alloy wheels. It’s a very competitive market where technicians are only as good as their last job. There’s always another company breathing down your neck just waiting to snap up your customers.
Being part of the UK’s largest network of accredited smart repairers and having the strength of the Revive! brand has helped tremendously, but I believe it is our high level of service that makes us stand out and led to us being the top performing Revive! franchise in 2013. Outstanding customer service is the key to our success. I spend a lot of time with my team explaining why looking after customers is so important and setting out my expectations of their service delivery. Simple yet effective systems help us to deliver top levels of service on a consistent basis.
I spend a lot of time working out the best way to deal with that initial call from the customer. It’s important to sound knowledgeable yet friendly and establish what work needs doing quickly and efficiently, without over selling. I encourage members of the public to email photographs of the damage to me so I can get a better idea of what might be involved, and if they want me to go round and have a look at the vehicle personally, I’m happy to do that too.
When it comes to doing the work, I am a stickler for promptness and cleanliness. Technicians must always turn up on time and use seat and steering wheel covers at all times to keep customer vehicles clean. A major part of our business comes from car dealerships and it’s all about building good working relationships with the sales managers. The quality of our work speaks for itself but that isn’t enough to guarantee customer loyalty. I aim to give such a good service to garages that we are considered to be part of their team rather than just a supplier.
I go round dealership customers’ entire forecourt stock once a week to inspect each car and log all damage. Afterwards I have a meeting to update the manager on my findings so he can look at the cars and make a decision regarding what work he wants to be done. Revive! technicians then go into the dealership on the same day each week to carry out the work agreed.
I am delighted that the work my team and myself have been putting in has been recognised by Revive! UK. We were delighted to accept the award for Franchisee of the Year 2013 at Revive!’s annual conference in March and the whole team got up on stage to accept the prize."
As to the future...
Nathan has just opened Revive!s first retail centre in Cambridge and his sales continue to grow.
“Innovation, evolution and customer service are the key ingredients for our success. We have significant plans to grow and I am confident we will become Revive!’s first £1 million franchise.”
Revive! Recruitment Manager, Mandy Sutch, says: “Revive! has a great team of franchisees and its very rewarding for me to see franchise owners, such as Nathan, progressing and achieving such huge success. We want to continue to grow our network with similar ambitious businessmen and would welcome enquires from anyone looking to invest. We go to great lengths to ensure we get a ‘fit’ and would not recruit anyone who we did not feel had the necessary skills to succeed.”