If you’re thinking about kickstarting your new life with an Arrive on Time Appliance Repairs franchise, what skills would you need? And what would your average day look like?
For starters, expect to bring problem-solving and communication skills, and lots of premium customer service to the franchisee role.
Communication is at the heart of a franchisee’s success and the foundation of good customer service, says Arrive on Time director Shaun Anstis.
“We believe it is the most important skill for our franchisees and our team. We have certain touchpoints that push our customers up a ladder of happiness,” he says.
Great communication starts with the customer’s first interaction with Arrive on Time.
“The first touchpoint is when the customer discovers us online, often through good reviews. When they speak to our head office team to make a booking, that’s another touchpoint.”
What skills do you need?
A franchisee’s first connection with the customer must reflect the brand’s commitment to excellent customer service, he says.
The franchisee will call their customers early on the day of an appointment to confirm the time.
“It gives the customer confidence we haven’t forgotten their appointment and reminds them of a booking in case they have forgotten. It saves us all grief.”
Punctuality is important
Punctuality is at the core of the business – as the name implies. So once the franchisee is half an hour away from the appointment, they update the customer.
“We want to make sure there are no surprises,” says Shaun.
From confirming appointment times and assessing jobs to seeking approval for parts and labour costs, a franchisee needs to keep the customer up-to-date with developments.
Problem solving
On arrival, a franchisee chats to the client to garner more detailed information about the appliance malfunction.
“We can normally figure out the problem within half an hour, and then can quote the customer for the cost of labour and any part required,” says Shaun.
“If the diagnosis shows we require a part which we don’t carry, then we inform the customer. The technician will get on the phone to the supplier and share with the customer as much information as possible about the costs and time involved in getting hold of the part.
“It’s a good move to give a business card to the client so they can get in touch. But we are always ahead of the game and will follow it up with a phone call ourselves,” says Shaun.
Set your own day
It’s then time to move on to the next job, and once the supplier has order information available, that’s relayed to the customer.
As franchisees progress through their scheduled appointments they add notes to job files and add any rescheduling into the client management system. This communication ensures head office has access to the latest information.
Once repairs are completed and invoiced, the job is done.
Franchisees who believe they have done an excellent job often request, and receive, Google reviews from satisfied customers.
Arrive on Time franchisees have the advantage of focusing on customer service because of the processes in place.
First up there is a 10-week training period imparting all the knowledge franchisees need to run their business.
Once they start operating, franchisees benefit from the centralised booking system – there’s no lead generation required. Head office qualifies a booking and slots the job into the appropriate franchisee’s calendar.
Each franchisee controls the hours and days they work. “If you’re an early riser you could have the first job at 8 and finish in time to pick up the kids from school. Or start later – the structure is up to you,” says Shaun.
The franchisee can also mark out geographic preferences for certain days to minimise driving time.
“We have a few techs who have ‘north and south’ days in their suburbs across fairly large territories,” he says.
Head office will also aim to book the first and last appointments of the day near the franchisee’s home.
Streamlined system
The streamlined booking system means the customer has already agreed to the call-out fee. It also allows the franchisor to adjust scheduling if a franchisee has too much work or needs to take a day off.
“We keep an eye on how franchisees are managing and occasionally we offer assistance. Our team will suggest moving the first job of the day or blocking out a whole day. We like to be proactive,” says Shaun.
The profile of the customer base will depend on the particular territory. Franchisees working closer to CBDs for instance will have a higher proportion of commercial landlords as clients.
“At the end of the day, certain jobs are not paid for by the customer you see, such as rentals, or an office. So the franchisee will need to invoice the appropriate person.
“Sometimes they need to chase up payments. Franchisees can access our client management system and easily generate reports that flag overdue payments. It’s very easy to manage.”
The system also provides a record of communication between the client and the franchisee.
“The whole process is set up to be as smooth as possible. We have a clear goal; at the end of each day the franchisee is satisfied, and the customer is happy with the service.”
Arrive on Time has made its name based on brilliant customer service. If you are punctual, communicate well and love the idea of flexibility in your work, this could be the perfect business.