It’s clear why customers love the repair business Arrive on Time Appliance Repairs: it’s in the name, and the focus on good service at a great price. 

When you look at the business model, it’s quite apparent why franchisees love it too.

It is a testament to the family-owned firm that four of the small network of Victorian-based franchisees have been with the business at least 12 years. And one has enjoyed being his own boss with Arrive on Time for 18 years!

Shaun Anstis, who is driving the development of the franchise network, with his wife Cate, explains the appeal.

“The initial drawcard for incoming franchisees is the ability to control your time a little better. Some of our franchisees start early in the morning, and are home in time to pick up their kids from school.

“Franchisees stay because the system is good, and it works. We do things differently; we provide solid bookings, not leads. A dedicated bookings team handles enquiries, converts the leads, and books in clients with the nearest available franchisee technician.”

Arrive On Time is an extraordinarily flexible franchise operation. Franchisees can take big chunks of time out – to visit overseas family, for instance – and simply inform the support team, which will block out those time sheets.

“There is a lot of flexibility, franchisees can change the time of day for bookings,” says Shaun. “They can plan their days and the office will craft a time sheet to suit.”

Once a client’s booking is completed, the assigned franchisee then contacts the client to confirm the appointment, handles the repair and if necessary, orders spare parts.

Arrive on Time franchisees don’t need experience

The business model has attracted business owners from diverse walks of life. Franchisees have been in the tyre business, FIFO work, driving instruction; there’s even a former chef and a high end fashion store manager now fixing whitegoods under the Arrive on Time banner.

No prior experience is required because the 10-week training program delivers all the necessary technical skills.

The comprehensive training also covers business processes like how to manage stock, ordering and invoicing, and accounts.

Arrive on Time’s training is a unique ‘learn as you earn’ program.

“The business belongs to the franchisee and they are in my van for 10 weeks, out on the road, doing the jobs,” says Shaun.

This intensive coaching approach continues after the training period, he points out.

“We provide ongoing support that is customised to the franchisee’s needs. Initially it is predominantly technical,” says Shaun. “I mentor them through their first solo jobs, until they are confident to deal with any situation.”

Franchisees need to service four clients a day, at least four days a week. The fifth day is set aside for completing major jobs at the franchisee’s own allotted workshop space, usually a garage or undercover area.

As skills and confidence grow, the number of jobs they can complete naturally grows.

A repair service that’s a winning formula

Franchisees don’t need to provide their own tools, these are included as part of the franchise package, which has a long list of inclusions. Franchisees receive racking for parts, van signage, the initial uniform kit, the first year’s public liability insurance, marketing collateral, a Square payment device, even a laptop. 

It was Shaun’s father Paul Anstis who started the business back in 2000, in his 50s. Paul was a serial entrepreneur, an air traffic controller by trade, who had owned bookshops, built boats and even started a navigation school.

He created a winning formula when he turned his attention to repairing appliances.

While the business began as a dryer and washing machine repair firm, it has expanded to include electric cooktops, ovens and dishwashers. 

The customer base stretches across residential to commercial – including building and property managers.

Offering a three-hour time slot, confirming appointments, and alerting customers that they are half an hour away, is a crucial component of the Arrive on Time model.

The focus on customer service, and meeting those appointment expectations, has ensured a loyal customer base.

Shaun reports that a massive 53 per cent of clients are either repeat or referred.

“Arrive on Time has always had a pretty simple philosophy, treat your customers with respect,” says Shaun.

Customers love the model, franchisees enjoy the opportunity to be their own boss, with all the back-up that’s provided from the franchisor.

“Once they look at the business model, they can see the benefits,” says Shaun. ‘This is an opportunity to earn good money, and it offers a great lifestyle.”