Xpresso Mobile Coffee franchise overview
Training provided: One week in training facility followed by one week in the franchisee’s territory
Marketing support: Website, event coordination, 1300 number lead generation
Agreement terms: 5+ 5 years
Number of units: 60
Investment required: Over $150k
Business established: 2002
Franchising commenced: 2003
Darren Schultz, director Xpresso Mobile Coffee franchise
"We take customer service directly to our customers - we don't just park the van and beep the horn, we walk into the business domain, take their orders then deliver the coffees to their desks. It's all about convenience. That was really brought home to us when we started the business in April 2002 - many of the places we were delivering to were offices with coffee shops in the building or very close by.
"The way we operate means we're essentially cold-calling every day, so you really need to be able to interact well with people. The most successful franchisees are the ones that know how to put a smile on their face. 50 per cent of this business is good coffee and 50 per cent is personality.
"Our franchisees undergo a very strict training process which includes customer service along with the barista and business skills. That's not just about making initial contact, but also keeping the relationship going.
"We are always looking at ways of enhancing customer service in order to develop loyalty. We have a loyalty card - you get the tenth cup free - and we encourage things like donut days, where the franchisee does a deal with the local donut shop to give them away with the coffee. This works well for both parties and helps ensure the longevity of our customer relationships. We're also very much involved with Chicks in Pink, which supports the Mater Hospital in Brisbane, in its care for women with breast cancer.
For instance, we have days where our franchisees donate 50 cents from each cup of coffee and we match that. Merchandising deals mean our franchisees don't lose out, and people really get behind things like that. Last time, one guy who would normally sell around 250 cups in a day sold 378. Everyone wins. Many of our customers are interested in environmental issues so we also let them know we're big on going green with carbon reduction stickers on the vans.
"We are in it for the long haul - our goal is 120 vans in Australia - so we're always looking to the future. You can't be complacent. You need to read what people want and be prepared for the business to evolve and change. If you if you take your foot off the accelerator your numbers will inevitably decrease.
"For someone considering a coffee franchise, I'd say do your homework and make sure franchising is right for you. It's not if you're expecting a walk in the park - you need to be prepared to work hard, but it can be extremely rewarding." 25.07.2007
Contact Xpresso Mobile Coffee Bar Pty Ltd
Tel: 1300 655 559
Fax: 1300 655 569
