Pinjarra Bakery has an impressive family history; the Pantaleo family has been trading in Western Australia for more than 27 years. So of course understanding the passion that lives within the brand is an essential part of any incoming franchisee’s education.

As Pinjarra bakery director Jodie Pantaleo explains “the brand story and values are really important to why we do what we do. Franchisees become part our family, part of our legacy”.

One of the brand’s key selling points is that no baking is required, she points out. 

“That’s the first thing people think about. It’s reassuring to them that our amazing pies and cakes are made off-site in our central bakehouse, and delivered fresh daily,” Jodie says.

Jodie and her fellow directors, brothers Daniel and Paul, the second generation family running the business today, know exactly what they look for in recruitment.

“We don’t need someone who knows how to bake pies. We need budding entrepreneurs with a natural curiosity, a willingness to learn, and a commitment to following proven systems. Above all, we want future franchisees to be passionate about business, who can really take on everything we’ve built, and to some extent make it their own,” Jodie says.

Pinjarra Bakery trains for success

Pinjarra franchisees are buying a retail model, where customer service and connections are crucial.

“It’s really all about the people. And during our recruitment process we’re looking out for people who connect with us and who we can instinctively see will interact well with customers. Then we can teach them our philosophy, our systems and processes, and set them up to thrive in the business model,” she adds.

As customer service is so crucial, an important part of the training for new franchisees is learning the language of Pinjarra Bakery, the techniques for upselling, and the importance of engaging in a way that makes customers feel welcome. This is as simple as using their name when calling out their coffee order.

“Our VIP rewards program has been a tremendous tool in helping us build rapport. Understanding why it’s a game changer, and how franchisees can best promote it in their business is a key part of the training process,” Jodie says. “Optimising this program will have a massive impact on their business.”

Leadership is the other essential people-driven skill that franchisees require. Pinjarra focuses on team building, HR, rostering, and strong communications. The team is on hand to provide support for franchisees as needed.

“People skills are integral but not always innate, and we can help our franchisees polish those soft skills,” Jodie says.

Learn the systems and operating tools

Outside of customer service franchisees will learn how to effectively use its systems and technology, such as Point of Sale, EFTPOS, back end tools and other business basics.

“Our Ops Central platform houses all our policies and procedures and everyone has access to what they need.”

Streamline operations are at the heart of the best performing stores, so the daily operations are another feature of the comprehensive training on offer. This encompasses everything from opening and closing stores to stock management, and food and safety compliance.

Pinjarra delivers training both instore and online. Training instore, alongside head trainers, puts franchisees right at the centre of a Pinjarra bakery for some real world, confidence-building experience.

After the initial training, new franchisees undertake a step-by-step onboarding process and then receive ongoing mentoring throughout the setup phase.

“We provide support instore during the launch, and support for daily operations and troubleshooting,” Jodie explains. 

Support and mentoring are ongoing

Daniel Pantaleo, as head of franchise, is the primary point of contact for new franchisees and can assist them in connecting with the right individuals to resolve any issues.

Jodie works with new franchisees on their local area marketing strategies and rollout of marketing campaigns.

“We support franchisees with very experienced leaders and managers throughout the process,” she points out. “

“Everything is streamlined and digital- we have a system for everything. We are always looking to improve and innovate,” Jodie says. “At Pinjarra Bakery, we test new platforms and models before changing over, to ensure it’s the best fit.

“We want our franchisees to succeed, so listening, and learning how we can improve is important to us. We are open and willing to work alongside them, franchisees are part of the extended Pinjarra Bakery family,” she says.