Customer Demand Surges As Jim’s Dog Wash Approaches 2018
December 26, 2017
As 2017 comes to a close, Jim’s Dog Wash, celebrates another very busy year, servicing more than 15,000 customers across Australia and New Zealand. Unfortunately, over 13,000 customers were also turned away due to the shortage of operators, equating to over $700,000 of work that current franchisees were unable to service.
Divisional Franchisor, Sharon Connell, said Jim’s Dog Wash has an absolute commitment to customer service and it is central to everything that we do, couple this with the trusted Jim’s brand and it is a win-win for customers and franchisees alike.
Jim’s Dog Wash is seeing very significant trends during the last 12 months, mostly due to the busy lifestyle of our clientele:
- Increased demand for mobile grooming services as time poor owners want to fit grooming in with their busy lifestyles;
- The most increased jobs for Jim’s Dog Wash was specific breed style grooms; and
- Continued success for Franchisees in the Jim’s Dog Wash
The biggest benefit of being part of the Jim’s Dog Wash brand is that franchisees can achieve their financial and lifestyle goals at the same time, with many opportunities for those that want to build a career. John and Liz Ten Hoopen started as franchisees in 2014 in Adelaide, South Australia. Since that time, they have grown to be very successful franchisees with two trailers on the road earning a fantastic income, while still being able to spend time with their busy family.
John and Liz have recently taken on the role of Regional Franchisor in North Adelaide and are very excited for 2018 and looking forward to sharing their knowledge and expertise in business and in Dog Grooming.
Jims Dog Wash is anticipating a busy 12 months ahead with new area managers in Tasmania, South Australia, Victoria, Queensland and New Zealand with the plan to recruit new franchisees to keep up with the demand for Dog Washing and Grooming Services and to reduce the number of customers being turned away due to lack of operators.
Jim’s Group is currently hard pressed to recruit enough Franchisees as customer enquiries have surged in 2017 and continue to surge. Even though franchise numbers have risen five per cent over the past year, the number of leads have grown by 15 per cent since 2016.
CEO of Jim’s Group, Jim Penman, said he attributes recent growth to an increased focus on outstanding customer service, with automated review and feedback systems.
Recent improvements in customer service are driven by heavy investments in IT. Jim’s Group now spends more than $1 million dollars per year on software development to increase efficiency and improve service to customers and Franchisees.
Increased customer demand is even more remarkable given:
- Franchisees are encouraged not to compete locally on price;
- Customer surveys suggest that around 75% of leads result in work being done; and
- Advertising is being scaled back. In some areas, the advertising contribution of around $150 per month has to be given back to the Franchisees because it is simply not needed.
Customers are also reassured that Jim’s Group work is covered by a Warranty Fund that is funded by a once-off charge to new Franchisees (mostly $100). For example, the Group’s biggest ever pay-out was $120,000 to replace a very large fence that proved to be substandard, but such claims are rare, as evidenced by the fact that the Warranty Fund is currently $70,000 in surplus.
The sheer volume of current leads has made it much easier to put on Franchisees than in the past. In addition, there are leadership opportunities in the growing number of new Divisions – 52 at last count.
Of the existing 3800 Franchisees, the age range varies from 20 to 73 years of age and includes people from myriad backgrounds and cultures. During 2017 there has been growing interest in owning a franchise from two distinct groups of people:
- Those who are familiar with earning good incomes but finding themselves less employable as they reach their late 40s or early 50s; and
- People who simply want an independent and balanced lifestyle with more family time. Though the average Franchise income is around $100,000 per annum (Jim’s Group does not record what Franchisees earn), top Franchisees can earn into the millions.
To enquire about booking a Jim’s Dog Wash service or becoming a franchisee, please visit https://www.jims.net/
About Jim’s Group
When Jim Penman studied his PhD in history, it wasn’t remotely on his radar to build a multimillion dollar global franchise business. Jim mowed lawns part-time to make his way through university. In 1982, having failed to secure an academic post, he launched a full-time business with a marketing budget of $24, In 1989 he began franchising. By focusing relentlessly on service to Franchisees and customers, and being highly selective as to who he put on, the business grew into what is now a national brand.
From mowing lawns, to cleaning houses or installing antennas Jim’s Group has 52 Divisions and 3,800 Franchisees in Australia, New Zealand, Canada and the United Kingdom. The Group estimates that it serves more than 100,000 customers each week.
The Jim’s Group headquarters is on a sprawling campus in Mooroolbark where Franchisees regularly meet for training and business development. It also doubles as a popular reception centre, with a special focus on church groups and non-profits.
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