Three generations of the Penfold family are heavily intertwined with the Kwik Kopy franchise, serving the brand across all elements of the business, from chairman to franchisee. But it all started with the family firm.

Elder statesman, Stephen Penfold joined the WC Penfold firm in 1956 with printing very much in his DNA. The firm had been established 126 years earlier by a convict bookbinder, and it became WC Penfold with William Clark Penfold’s purchase in 1886. But at wasn’t until the 1980s that Stephen got involved with US-based Kwik Kopy.

“I looked at instant print and could see the brand was building trust with customers, it was benchmarking, and as a franchisor it had good systems. So we bought the licence,” he says.

The first Kwik Kopy Centre opened in Sydney’s CBD in 1982 and was run by Stephen’s sister-in-law and brother-in-law, Mary and Reg Waite.

When WC Penfold decided to offload its Kwik Kopy franchise business just a few years later, Stephen seized the opportunity to purchase the business. He left the family firm and became the franchisor for Kwik Kopy Printing in Australia in 1985.

“In the very first years, when you think about it, we were a disruptor. It was a very settled industry; if you wanted letterheads you had to order 1000 and it would take a month.”

In contrast, Kwik Kopy could deliver 500 later that day.

“We could only do it one colour, preferably black,” laughs Penfold. “But customers loved it.”

Kwik Kopy Australia

Over the last three decades, Kwik Kopy has reinvented itself as a colour printer business, becoming a communications partner for its clients, Stephen’s son Matthew explains.

“It was about marketing. Now, most marketers see print as an essential part of their communications strategy and one that is tangible to customers,” he says.

Matthew points out that 30 years ago nearly everything the business printed ended up in a filing cabinet. “Administrative printing was the basis for running the business, and clients ran their business using paper. Computers got rid of filing; they didn’t get rid of paper.”

Stephen led Kwik Kopy into the digital era, strategically transitioning the business from offset printing to xerography, then to desktop publishing and colour copying. More recently, Kwik Kopy has emerged as one of the fastest growing businesses in the wide-format and signage space and has also built a software-as-a-service (SAAS) offering, launching Print Speak in 2013.

However, as Matthew points out, while technology has evolved significantly, the business principles his father cites haven’t changed at all.

“Our business is still built around those. We allow our franchisees to benchmark and compare with each other, in a robust way.”

Matthew has taken on MD and CEO roles at the firm, and since 2016 has been the Kwik Kopy franchisee at Sydney’s Darling Harbour. He knows what it takes to get the business operating at full speed, and what franchisees need to deliver results.

“We’ve been successful because there is sincerity in the depths of the relationships we have with franchisees,” he explains. “They’re engaged in the industry. They know we are committed to benchmarking and learning, we’re the coaching team. It’s our job to take them further. We don’t have a business if franchisees don’t have success. If franchisees run highly profitable businesses, we’ve got a good franchise system.

“The drive has to be to make them profitable. That’s a core part of Kwik Kopy.”

A future in franchising

Matthew believes the continued investing in the business by members of the family is a big tick for the brand.

“I stepped down as CEO but stayed on the board, I love the industry, franchising helps grow businesses, and I love my printing heritage. When I was CEO print was the product. I focus more on franchising as a non-executive director.”

Working on franchising wasn’t enough for Matthew, though. So, when he had the opportunity to purchase his own franchise, he snapped it up.

“I just wanted to get more hands-on back in. The local franchise in Darling Harbour came on the market, just as we bought a home in Glebe. I knew he would have a good business. We’ve had the business for three years. We’ve grown the top line by about 50 per cent and bottom line by 100 per cent at least.

“I really enjoy it. I put every part of the franchise system to the test, try to push every system to breaking point. I want to be sure it all works.”

While both Matthew and Stephen have stepped into non-executive roles, Kwik Kopy won’t be without a Penfold near the helm. Matthew’s sister Annalise has recently joined the board, with his oldest daughter Eloise working in the finance department and his partner’s two sons in operational roles, proving that this franchise is truly a family-first operation.