Gloria Jean's Coffee franchise overview
Training provided: 6 week "Coffee University" covering theory and practical
Marketing support: National and local
Number of units: 353
Ian Martin, group chief executive Gloria Jean's Coffee franchise "At Gloria Jean's we don't talk about customer service because we don't have customers, we have guests. This is more than semantics - we don't see ourselves as retailers, but as a coffee house serving guests, and you treat guests differently from customers.
"We start from the notion that everyindividual is a guest or a potential guest. That's the cornerstone of everything we do, from what the stores look like, our coffees, food and merchandise to where we place the rubbish bins. I mean that literally, a little while ago we had probably the best-designed and best-looking rubbish bins in the system. They were practically part of the decor, but that was the problem. People couldn't find them - they had to ask what they should do with their empty cups. Despite their great design, the bins just weren't guest friendly.
This is the spirit of doing business that we try to get across to our franchise partners in our training programme. Yes, we are about serving great quality speciality coffee, yes we are about providing that with warm, friendly team members, and certainly we try to ensure that our coffee shops are inviting and convenient. But it is about more than just those hard tangibles. When people walk out of Gloria Jean's we want them to think it's a little bit different from everywhere else.
"We believe that our values and community involvement are at the heart of this. We see ourselves as part of the community, and as living examples of our values. This carries through to our services, and that's the experience we try to ensure all of our team members convey. We believe that this is what differentiates us from our competitors and that it is the reason why we have been successful in this country and will be successful globally.
"Every franchisee, whether the master franchisee for a whole country or an individual in a city suburb, has to complete our six week training programme in Sydney's Castle Hill. No franchisee's appointment is finalised until they have. It's pleasing that we have very few pull-outs. Our franchisees walk out better baristas but also more aligned with what we're trying to deliver.
"In terms of what we serve, we have a whole community to think about and our role is to ensure we have an offering for all of our guests. In our business, unless they're getting take-away, people rarely come in as individuals; they come in as couples and groups. In a group not everyone is going to want latte or a cold drink or even coffee - someone might want tea. So we see an integral part of the whole experience is not just serving the individual but the group as a whole."
25.07.2007
FCA Member
Gloria Jean's Coffees News
Gloria Jean’s Coffees celebrates BRW magazine “Fast Franchise” ranking
29/11/2011 - Gloria Jean’s Coffees has celebrated their achievement ...
Gloria Jean’s Coffees help raise $11,300 for Armidale Hospital’s children’s ward
24/11/2011 - Gloria Jean’s Coffees, and more than 20 other local businesses, ...
Gloria Jean’s Coffees expands to Vietnam
22/11/2011 - Since Austrailans Nabi Saleh and Peter Irvine had bought and ...
Gloria Jean’s Coffee guest speaks at Sydney Hills Business Chamber event
8/11/2011 - Gloria Jean’s Coffee co-founder, Peter Irvine, has been invited ...
Gloria Jean’s Coffee Tweed Heads participates in Cappuccino for a Cause
3/11/2011 - Gloria Jean’s Coffees Tweed Heads franchisee had participated ...
Gloria Jean’s Coffee makes Cappuccino for a Cause
1/11/2011 - Gloria Jean’s Coffee recently held a charity event that involved ...
Contact Gloria Jean's Coffees
Tel: 1300 049391
Fax: 02 9634 6211
