Kerry Steain and her husband Chris purchased a new Amber store at Glenhaven in Sydney’s north-west 10 years ago, and she says the pair hasn’t looked back. 

They are both involved in the operation of the franchise, and after 31 years together, it’s safe to say Kerry and Chris have developed a strong working relationship.

Kerry took the Franchising Q&A…

Why did you decide to buy a franchise? 

A friend of mine worked at Amber and suggested I start a franchise. When I looked into it, I quickly realised it was a good fit for my family and I so I bought into the brand.

How did you come to decide on this brand?

My friend who was already working for Amber introduced us to the business and thoroughly educated us on all aspects.

He knew about our previous businesses and he knew of their success and thought that we would make good franchisees. Our research led us to the same conclusion and we set up a new store in 2004.

What surprised you about the business?

With our businesses prior to Amber we had control over all facets of the business, so my biggest surprise was losing some of that direct control with external suppliers and stock movements.

How do you spend an average working day?

I mostly enjoy customer service so my average working day is spent out on the floor. Sales are what drive the business.

I currently hold the position of number two salesperson within Amber, and had previously held the number one position. I really enjoy helping customers find the right products to suit their home and lifestyle.

Are you a sole franchisee or in a partnership, and if so, who with and how do you manage the roles?

I am in a partnership in more ways than one. My husband Chris and I make excellent business partners. We have worked together for 29 of our 31 married years.

How has the franchisor training helped you in business?

I am still amazed at the product knowledge I’ve acquired after all these years with Amber. My husband is a carpenter by trade and found the transition easy.

How do you raise your brand’s profile in the community?

By delivering excellent customer service. If you know your products, customers and brand well and foster an enjoyable in-store experience, word of mouth should prevail within the community.

What are your goals for the business?

Our business goals are to continue to run a successful franchise and to increase sales and profit for our store.

How has franchising changed your life?

Chris and I have always been involved in retail. My parents have been in retail since I was young and essentially grew up behind the counter.

We were quite experienced and prepared for what was to come; our only obstacle was to learn the systems of a franchise.