Buying a franchise is all about the joy of running your own business but with the support and structure of a well-oiled business behind you.

Arrive On Time Appliance Repairs has taken this to the next level, delivering personalised support that suits the franchisee’s needs, says director Shaun Anstis.

“Everyone brings their own skillset; some guys are already fantastic at customer relations. We have one franchisee, a former high-end luxury goods store manager – his customer service is superb! I didn’t have to tell him how to perform. For him, it was hands-on learning that he needed.

“Other guys have worked in offices and never been customer-facing; they need help building customer rapport. We have franchisees with English as a second language; we show them how to structure their conversations,” he explains.

Arrive On Time field training sets path to success

Not only is the training focused on the individual’s needs, it takes place in the field. The real-time training is on the frontline, in the new franchisee’s territory.

“We follow a standard training program but it is conducted within their own business because they drive around in my van for 10 weeks as we get to know their area,” Shaun says.

During a typical training day the new franchisee will attend appointments, assess repairs, order parts, and fit parts.

Behind the scenes Arrive On Time’s bookings team fields enquiries, converts leads, and schedules clients with the franchisee.

The comprehensive 10-week training delivers technical and business learnings, and it sets the standard for how franchisees will operate their business.

“I’ve based this training on doing the job over the last 20+ years. If there are things I can’t solve, our network is well-placed with guys who have been in the industry for nearly 40 years,” Shaun says.

Beyond the franchise network there is also a strong reservoir of knowledge and experience within the parts supply chain which franchisees can tap into.

Continued support in business

After franchisees are fully trained and flying solo, Shaun remains in daily contact, at a time that suits them.

“I shadow them in their business to ensure they use the client management system, reschedule appointments properly, write notes correctly. I will put notes in the system to help them, such as the top three things to look at when working with a particular machine,” he says.

Shaun also advises franchisees on adopting better business processes.

“With all our experience, we can see easy ways franchisees can work more on their business, and the admin behind the system helps keep them on track,” Shaun says. “It helps streamline their business so it’s important they use the system.

“Learning all the tech and being hands-on can be overwhelming. So we keep communicating with them until they have had enough!” he says.

While marketing is an integral part of business building the Arrive On Time business model takes the stress of marketing away from franchisees.

“Building the business mostly comes from our side, we don’t expect franchisees to spend on marketing,” says Shaun.

“We expect them to be out in the community, to be a familiar figure in areas we work in. Local area promotion is important.”

Aptitude is needed but no experience required

While franchisees can buy an Arrive On Time business with no mechanical or trades experience, they need some aptitude.

“Potential franchisees come out for a day on the road, for a coffee and a chat. I ask them what they do with their spare time. Do they have a tool kit? Did they take things apart as a kid? Do they like to fix things?

“Generally people understand appliance repair needs,” says Shaun.

If they have a knack for fixing things, with Arrive On Time there is comprehensive training, a robust system, and tailored support to get them on the road to success.

“We are experienced at what we do so franchisees come in with all the backing and support they need,” he says.