When Michelle Plozza and Brett Martin were deep in Melbourne’s Covid lockdown, they saw delivery drivers and couriers in greater demand than ever.
“We realised that this was an in-demand industry, even in the toughest times,” Michelle says.
It was a lightbulb moment for the pair, who were wanting to work for themselves. For a couple with diverse careers, they could see a future together in a courier-related business.
Michelle is a psychotherapist who was working in local health services; Brett was a former business owner, an ex-franchisee, and had spent time in the freight industry years ago.
“We were keen to work independently, with the backing of great franchisor support,” Michelle says.
It didn’t take them long to hone in on the PACK & SEND business as their first choice. Brett had used PACK & SEND years before and found it a great service. “I remember thinking it was a good business even then,” he says.
PACK & SEND support invaluable for setting up the business
And when they looked at customers’ and franchisee online reviews they were impressed with the positive feedback.
An existing store came up for sale, in Hobart. It was in a thriving, albeit smaller city, and had the advantage of being near to Michelle’s mother.
“We looked at the business in October, and relocated in January,” Michelle reveals.
PACK & SEND’s head office provided robust support, adapting its training with a comprehensive online program. This was reinforced by practical help from their national support officer, accounts, and marketing teams.
“We had quite a robust training program and multi-faceted help from PACK & SEND,” Brett says.
They also benefit from the brand’s technical infrastructure, leveraging embedded proprietary software that delivers real-time data and efficiencies.
“It’s all at our fingertips,” Michelle says.
A customer service focus differentiates the PACK & SEND brand
Ongoing training and in person and Zoom Connect nights that enable franchisees to engage with each other are particular valuable to Michelle and Brett, who are the sole PACK & SEND franchisees in Tasmania.
“We’re on an island, so this is a really good opportunity to hear about other franchisees’ wins and challenges,” Michelle says.
The couple admits it was a challenge to move home and establish themselves as business owners in a whole new area.
However, Tasmanians are quite open, Brett says. “People are open to drop-in sales, which is different to Melbourne. And we enjoy connecting with people,” he says.
The couple established a reputation for integrity and reliability; the community now trusts them to deliver on the brand promise and extensive service that PACK & SEND provides.
The end-to-end freight service is the standout for the brand, Michelle says.
“We noticed that other logistics firms were trying to simplify and streamline, so they are reluctant to send more difficult, fragile parcels. It’s more cost-effective for them.
“We’re different. People come to us for customer service; we can collect, pack, send, offer a warranty, and handle any issues that crop up,” she explains.
It’s a people business
“PACK & SEND has a really strong customer service focus. We interface with a huge number of businesses – from art galleries, to car part manufacturers to the apparel industry. And this sustains me as an owner. I love the variety of people and industries we work with,” she adds.
Michelle says some of the artworks that come across the counter are incredible. She says customers often have an emotional connection with the items they send. Sometimes there’s a deceased estate to distribute between family members, for instance.
“I really like supporting people and being able to respond in difficult situations, and provide solutions. You have to be very nimble,” she says.
“Fundamentally PACK & SEND is still a people business. Some customers will drop in a difficult parcel to for us just to pack; some might want a local delivery.”
The Hobart business even handles catering deliveries for conferences and corporate lunches.
“What we do is so broad and that’s our difference,” she says.
Matched to the very human touch that pervades the PACK & SEND Hobart business is the technical capacity, including the PACK & SEND Live platform. This is a free shipping solution for eCommerce and order fulfilment that integrates with customers’ website platforms.
“Michelle worked for months to secure a large, prestigious contract for Live in a very competitive and price sensitive market,” Brett says.
Forging a path to award-winning success
It’s just one example of the couple’s success. Another is nearly doubling sales since they took over the business five years ago.
“This business is very good financially,” Brett says.
And their strong performance has brought them accolades from PACK & SEND. Brett and Michelle were named Franchise Business Partner of the Year; scooped the B2B Sales Growth award; and landed a third gong, the Shipping Volume Growth award – all in 2025.
Michelle says the awards are “acknowledgement the franchisor has seen something in your work that is of value. An award recognises the hard work we’ve all put in”.
PACK & SEND’s focus on celebrating success and connecting franchisees reinforces the strong network culture.
For Michelle and Brett, the move to Hobart and into the PACK & SEND business was more than just a smart career move; it was a successful leap into a rewarding new future.