Jenny Iannetta and her husband Chris have long been devotees of Red Rooster’s famed chicken meals. However, the enthusiastic Red Rooster franchisees believe community and connection are as crucial to their business success as the great food and premium service they deliver.
“I believe that connecting with the community is everything. You can have great food, and great service, but if no-one knows about your business you won’t succeed,” Jenny says.
It was an easy decision for the couple to buy the Arana Hills, Queensland, business back in 2019. Chris had built a career with catering firm Spotless and was as familiar with the Red Rooster business model as with the food. So when he was looking for a career change and an opportunity came up to purchase an existing drive-thru business from a retiring franchisee, it was perfect timing.
Chris stepped into the franchisee first. When Covid hit and Jenny’s customer-focused role at the Deaf Lottery was made redundant she joined Chris in the business.
Red Rooster franchisee’s business built on community
“At the time, I reached out to our local community page and offered a free meal to families who were struggling,” she says.
This weekly initiative was the start of a community focus that drew lots of attention and support from neighbouring firms.
“We’ve had other businesses contact us and donate $300 for meals. We are really lucky, everyone is very supportive.”
Jenny and Chris continue to provide the Friday free meals, with a different focus each week.
It might be anyone celebrating a birthday one week, someone struggling financially, or a simple giveaway if, for example, customers name three new flavours added to the menu.
“We use this as a tool to communicate what is new at Red Rooster,” Jenny says.
“We also support some netball and soccer teams and the Brisbane Paralympic football program, which is also backed by Harvey Norman,” she reveals.
Customer service is a winner
“We have customers come to the drive-thru and tell us ‘We are buying because we see what you do in the community and we want to support you’,” says Jenny.
She says it is the customer interactions and relationship building that she most loves about her Red Rooster business.
“A lot of people tell us, the level of service and customer interaction we give isn’t common. We’re very old school.”
Jenny and Chris’ focus on great service not only delivers loyal customers, it is a learning opportunity for younger staff members.
Training staff in valuable skills
“I tell them it doesn’t matter what job you do, great customer service is always valuable. This is a skill they can use throughout their lives.”
The couple is also supporting staff through school-based traineeships. Team members are taking hospitality, management and leadership, and customer service courses.
“We believe in investing in our staff, in what benefits them. It can’t all be what benefits us,” says Jenny.
She and Chris have chosen to share the leadership and management tasks, although as Chris was the initial franchisee, he has the final word, she says.
“We share everything and we respect each other. We work well together and communicate well and staff learn from that,” says Jenny.
“Using the right words is very important and respecting people in all areas of the business, even if you don’t agree. You voice your concern respectfully.”
Excellent support from Red Rooster team helps build business
Jenny takes the same approach to talking to the support team at Red Rooster. The team is always willing to listen to concerns and help with ideas to develop the business. The support from Red Rooster’s business team has been fantastic, she says.
Marketing the business
Jenny praises the detailed support both the marketing and PR and communications managers provided from the very beginning.
“Marketing manages all the pictures so the images are good quality. Our strategy includes contacting real estate agencies and providing vouchers for house buyers’ welcome packs.”
“We got help from our business consultant with rosters and wages to ensure they were cost-effective and accurate, and advice on stock orders. They also talked through ideas for managing the business through Covid.
Boosting growth
“We doubled sales in the first two to three years after the pandemic. Now with the economy the way it is it is a challenge to maintain that same growth,” she says.
The couple looked at ways to boost business and at the beginning of 2024, introduced midnight trading hours on Thursdays, Fridays and Saturdays.
It has proved such a successful move that the neighbouring Hungry Jack’s store has followed suit!
Red Rooster franchisees excited about business future
Looking ahead, the couple is keen to keep growing, and has plans to purchase a second, and maybe third, restaurant.
“We love what we’ve achieved so far. Being our own boss has given us more family flexibility. We have met some amazing people who we consider family for life.
“It’s brilliant to have a multitude of people to bounce ideas around with to lead us into a busier, better business. We’re so excited about the potential for this Red Rooster business,” says Jenny.
“I’ve learned a lot about how to connect with the community and the rewards it can bring,” she says.