Back in October 2007, the PricewaterhouseCoopers Excellence in Franchising Awards were announced at a gala affair at Melbourne's Sofitel Hotel.
Closing the National Franchising and Small Business Convention (NFC07), the night was truly representative of this country's 'best of the best'. Four months on, The Franchise Review asked several winners to reflect on the big night and the experience of taking out one of the prestigious awards.
Michael Paul, CEO — Pack & Send Pack & Send was extremely humbled and honoured to receive Australia's pinnacle franchising award in October 2007. While it has only been over three months since receiving the award, the impact for our organisation has been profound.
For Pack & Send, the award represented recognition to staff and franchisees of 14 years of commitment to developing a benchmark business system. Our franchisees are justifiably very proud of this achievement. The new energy and power this franchisee pride brings to the company cannot be underestimated. It ultimately results in even higher standards of customer service and that means more sales revenue.
To celebrate our win, we published a booklet called No Limits — True Stories about going the extra mile. The purpose of the book was to recognise the achievements of our franchisees — to showcase just a small sample of the legendary customer service stories that occur at Pack & Send on almost a daily basis. The demand for this book has well exceeded our expectations. This together with the substantial PR that has followed since the Award has propelled the business to new heights. Our brand awareness indicators (website visitors, customer phone traffic, sales revenue etc) are all at record levels. The increased profile of the brand has led to higher levels of prospective franchisee enquiries, but more importantly the quality of applicants contacting us has increased substantially.
Preparing the submission for this award was a major undertaking on time and resources of our staff. However, we found it to be an incredibly valuable process. It compelled us to look at further areas of improvement and we believe the implementation of these new initiatives will contribute significantly to maintaining the momentum of our exciting growth.
PACK & SEND is a network of
retail stores that provide
packaging and freight forwarding services.
PACK & SEND specialises in servicing gaps in the
logistics market that other companies are unwilling or unable to service. Our business has prospered because there is always a need for goods to move.
However, today’s logistics industry has dramatically changed with more goods being moved than ever before. The growth of trading through online sites such as eBay has been phenomenal. Hundreds of millions of goods are bought and sold on eBay alone every year and all those goods need to be packed and shipped. Our PACK & SEND
retail business system caters for the new global demand, providing an unmatched level of flexibility, reliability and convenience to our customers.
27-Mar-2008