Kwik Kopy claims Franchisee of the Year award

Sarah Stowe

Presented to Kwik Kopy‘s Lou and Sylvana Pannunzio at the MYOB Excellence in Franchising awards, the Franchisee of the Year – two or more staff award recognises excellence in business management and franchise citizenship for franchisee owner operators – including partners – with two or more staff.

Judges’ comment: Since 2001 Lou and his wife Sylvana have built up their business and in 2008 took out the Kwik Kopy Franchisee of the Year Award. As well as their dedication to their business, Lou and Sylvana are focused on their staff and offer a variety of means for them to improve their skill sets and keep motivated.

“I’ll be honest. I’m so humbled to be honoured by franchisors and peers,” says Lou Pannunzio. “Everyone in business is in business to be successful and build some strong relationships. I’ve never aspired to win awards. It’s just testament to good old fashioned values, being passionate and believing in people.”

Treating people with respect is his byword for business. “I treat people how I like to be treated, genuine, to be looked after. We guide the client, offer a solution to the problem. We provide a high level of customer service, the discerning customer is more and more looking for suppliers who can follow up on promises.”

The store runs with one printer, one designer, one customer service, Lou, and Sylvana works part time. “I try and lead by example, on the phone, customer service, gaining trust; its simple, staff pick up on this.”

Nine years in this business followed supermarket management which was good grounding for customer service, he says. “My aim over the next three years is a stronger focus on a sales oriented program for staff, how to improve working with clients, things such as body language and looking people in the eye.

“It’s not hard work, it’s about talking to people and providing solutions. Some people find it hard to communicate, I love meeting people. Most franchisees fall into working in and not on the business. I handle the top 50 accounts, I talk to people. My role is clearly defined. I’ve always driven sales and got out there to be in their face.

“My staff are so proud. It wouldn’t have happened if not for my staff. I will be in this for the next 10 to 15 years at least.”