Husband and wife franchisees Kristy and Murray Pendlebury have taken out the Gutter-Vac top award, Franchisee of the Year, and significantly boosted their turnover in two years.

When they first purchased the business at the end of 2018/19 financial year, it had an annual  turnover of $285,000. In their second year of operating (2020/21), they achieved $400,000.  This year, they’re aiming to reach their target of $600,000.

“It has definitely changed our financial outlook. We’ve now got a 10-year plan thanks to the business and we’re able to think about renovating our house and being able to pay it off far sooner than expected,” Kristy explains.

Kristy and Murray say their strong focus on growth, customer service and an ability to attract repeat business from happy customers has seen their business hit the straps. 

“It’s been a lot of work and a lot of commitment, but we knew what our goal was, and we just focused on that,” Kristy says . 

Knowing their strengths and weaknesses and understanding what each person can bring to the business has been critical, she adds.

“As far as administration goes, I realised pretty quickly that it wasn’t my strength. Now we employ staff so that I can focus on the business strategy including the marketing and social media.

“Murray likes to do the in-the-field stuff. He’s very good at quoting and customer service and doing the physical work and he likes to be outdoors whereas the planning, finances, marketing and strategic stuff, that’s my part of the deal. 

“If you can’t provide that then find somebody who can. Don’t be scared of letting people into your business to help you.” 

The couple now employ two administration staff members and three technicians to keep up with demand in the area.

Kristy says ensuring that their technicians had enough support when out on jobs was important. Their franchise works on a two-man team model, with two trucks out on the road delivering an average of eight jobs a day. 

“The idea of running two-person teams is because it’s such physical work and very tiring so we wanted the guys to be able to work five or six days a week without being exhausted.  

“That’s been our structure from day one. Our employees are key to our growth. I also think the other thing is, we haven’t been afraid to spend money to make money.”

Kristy believes that investment in marketing and advertising will pay off for any franchisee.

“You might spend one thousand dollars, but you could make four thousand back, so I think committing to that and  getting your name out there is something that really works.” 

Kristy says that offering additional services has played in key part in the growth of the business. As well as gutter cleaning, their franchise offers solar panel cleaning, pressure cleaning and roof cleaning.  

They also offer a bird proofing service and cleaning ceiling cavities. 

“We’re finding that with a lot more people renovating and spending money on their homes at the moment, they need their ceiling cavities cleared so we go in and remove old insulation and get it all ready for the builders to come in. 

Kristy says one of the biggest benefits to owning a Gutter Vac franchise has been the flexibility it offers her family, which gives Murray the time to coach their son’s football team a couple of afternoons each week.

“The business has definitely allowed us to have that flexibility. For example, we don’t work on Saturdays at the moment because it’s football season, and we can control the number of jobs we take on, because we know that Murray has to finish early some days to go and coach the team.  

“One of the highlights of the business is when you get customer feedback telling you that your customer service is amazing; that’s when you know you’re doing something right.”