COVER STORY
This Rookie Franchisee of the Year narrowly missed joining the million dollar club in his first year. Max Hardy has drive and determination in spades.
Snap-on franchisee Max Hardy has drive and determination in spades.
It might have taken 12 months for Max Hardy to get on the road but the wait was worth it. So says Stacey Gilbert, Snap-on Tools’ national franchise manager. “He’s totally the guy,” she says.
“He doesn’t have a disability, he is just height-challenged,” says Stacey. To ensure this dynamo franchisee could get stuck into his new business the truck cab required adjustment to suit his needs: readjusting the pedals, adding a customised ladder for him to service his customers.
“You have to be prepared to think outside the box and go the extra mile. We stuck with each other for the 12 months. All the adjustments he paid for out of his capital expenditure, which was incorporated into his business plan,” Stacey explains.
“It was all credit to Max, he found people willing to work with him. He came to us a fully qualified technician, we knew he had tenacity and had overcome obstacles not applicable to others.”
It was not the first time Snap-on had worked to adjust the mobile shop to suit an individual franchisee. Wheelchair franchisee Steven Fell retired from Snap-on a couple of years ago after 18 years.
Snap-on had built a completely different truck – Steven was able to lever himself out of his driver seat, into his wheelchair, and service customers from an aisle that was wider than the standard fitout.
SNAP-ON IS ALL ABOUT PROFESSIONAL TOOLS
The business began in 1920 and today is one of the longest running franchises in the world. It is a leading developer, manufacturer and marketer of tool and equipment solutions for professional tool users from NASA to the local mechanic.
The reputation it has for top-class tools tends to attract mechanics and hands-on individuals who can share their passion with customers.
Max Hardy is someone who made the jump from employed mechanic to a driven Snap-on franchisee, and he’s reaping the benefits.
Having spent 12 years as a mechanic, Max started his own Brisbane-based Snap-on franchise 14 months ago, and with hard work his business grew rapidly.
Getting into his stride in the first year with a phenomenal near million dollar turnover wasn’t what he expected.
“I was overwhelmed. If you’d told me that would happen in the first 12 months I wouldn’t have believed you,” he says.
He had always planned on doing something for himself but he admits he is a procrastinator, so the decision took time.
“I was getting bored doing what I was doing as a mechanic but I didn’t really know anything else,” Max says.
“There was the fear of not knowing what was going to happen if I had my own business. Then I thought, the worst that can happen is I end up doing what I am doing now.”
His experience with Snap-on started during his apprenticeship; his boss introduced the brand to him.
“So when the opportunity came up to join the team as a franchisee I thought it was perfect as I was still able to be around the industry without being directly in it.”
With no business background, Max didn’t know where to start when it came to setting himself up, so a franchise made perfect sense. He could get support from Snap-on whenever he needed it.
“The advantage with Snap-on is that there is a lot of training, guidance and support from the very beginning,” Max says.
“The support from head office is really impressive, whether it’s IT, advertising, purchasing or marketing, they’re multifaceted in their approach and support.
“When you think of what we all went through in 2020, Snap-on never left my side. The support was incredible from head office,” he says.
“They are there to help you out and knowing that they’re with you the whole way – it fills you with confidence.”
But it’s not just assistance from head office that ensures success; the support from the franchisee network is also invaluable. Franchisees are there to give tips on products, demonstrations and advice on working with customers. And it’s the relationship with the customer that pays dividends.
“I love it when a customer comes to me with a problem and I can offer them a solution,” Max says.
“Whether it’s a new or existing customer, you build really close relationships with the customers through regular contact.
“I meet people at their workplace or their home, whatever works best for them. Dealing with people, communicating with them and showing them how you can help them is satisfying.
“I love being able to provide a service and know that I am supporting myself rather than working for someone else.”
Already, Max is looking for an assistant to help him grow the business: he has big plans to be a multi-franchisee in the future, running a second Snap-on truck.
His advice for someone considering a Snap-on franchise is to talk to their local franchisee and to take the discovery tour.
“They’ll explain all the methods and the advantages of having your own business, I wish I’d done it sooner,” Max admits.
“Other than that, just give it a go. Get around people. Don’t stand back, grab the opportunity and make it yours. You won’t regret it for a second.”
FRANCHISEES AND FRANCHISOR PARTNERING TO DRIVE INNOVATION
SUCCESS AT 7-ELEVEN
7-Eleven Australia is making major investments in technology and innovation to set itself up to continue to lead the convenience market in the years ahead.
The investment is focused on the customer, to ensure that the technology supports customer needs across bricks and mortar stores and digital interactions.
The company’s technology ambition is all about making customers’ lives easier by providing products and services when, where and how they want them.
7-Eleven’s franchisees and their teams not only benefit from the insight and sales building opportunities the technology provides, but also play a significant role in testing, implementation and customer engagement.
Nouman Khan is a second generation 7-Eleven franchisee, who has been with the network as a franchisee for more than 15 years. Starting in convenience in his father’s 7-Eleven store when he was young, Nouman now owns and operates two 7-Eleven stores in Minto and Bankstown in Sydney.
Mr Khan says that embracing digital such as the new My 7-Eleven app with integrated fuel price lock, offers, loyalty and personalised rewards adds value to his regular customers, as well as attracting new and repeat customers to the brand overall.
“Having a business wide digital system makes it simpler to consistently reward my customers and give them extra value,”
Mr Khan said.
“We are all creatures of habit, and this app can help establish that initial connection with my store and 7-Eleven. It gives people reasons to try 7-Eleven and to keep choosing our stores over the competition.”
The simplicity of the app is critical to both customer and team member engagement.
“When the technology is simple to use, like the My 7-Eleven app, it’s easier to have a conversation with a customer, or to show them on your own phone how it might benefit them,” he said.
“When it’s simple and easy to use for everyone, the confidence level is high and that makes it easy for team members to have conversations about value, freebies and rewards with customers.
His expertise as both a franchisee and in convenience retail means he often plays a role in testing, and providing feedback for new innovations being developed by 7-Eleven.
“One of the most important aspects of any new innovation’s success is how easy it is at store level. If it’s too hard operationally team members aren’t as confident to talk to customers about it. You get customer disappointment if something that’s advertised isn’t delivered well too,” he says.
“Bringing a franchisee perspective to changes being rolled out identifies operational constraints. That in-store perspective sees any problems that need resolving or things that might be improved.
“We are the face of the brand for customers so we have a lot of insight into what might work for them and what would be pain points. We all benefit when innovation is successful.”
In the 7-Eleven network, in addition to the business advice and coaching provided, franchisees share knowledge and support each other. This is critical when innovations are being rolled out.
“I think when franchisees see their peers embracing innovation it creates a sense of ease that it’s possible to be done. They can relate to their peers, and sometimes just want to talk to another franchisee to ask questions or provide feedback.
Mr Khan also believes innovation success is heavily influenced by the franchisees and leaders in stores.
“There’s tools, training and even videos that 7-Eleven provides, which are important, but as the leader of my businesses, it’s up to me to ensure that innovations are successfully implemented in my stores,” Mr Khan said.
“If the franchisee or store leader is on board with the innovation, the rapport you have with your team means they embrace it a lot quicker and faster.
“It’s key that I talk with my team about new initiatives, the benefits to our customers. Once the customer is at the heart of those conversations, everything else falls into place.”