Headed by Kenton Campbell, Zarraffa’s Coffee started in 1996 as a coffee-roasting business, opening its first drive-through franchise in 2009.

“We were boutique before boutique was invented,” says Campbell. “We are a specialty coffee quick-service restaurant. We make our cappuccinos, lattes and so on our own way.”

Blogs and trends do not dictate the brand, but are influential, he says. However, the brand does adjust for geographical areas, recognising local demands.

“We are a training organisation more than anything, so we don’t need to compete with others,” says Campbell. Training is an ongoing process for each new staff member to ensure quality and spread of service, be it takeaway or sit down.

Franchisees can upsell on added products such as coffee beans, the roastery, tea, sugar, syrups and sauce. And benefits of joining the network include buying power for products and access to free training a few times a year, ranging from productivity, administration, push margin and general staff training.

Campbell says franchisees who have been around for 10 years “have a huge influence on the brand now”.