Name: Phil Blackman and Karen Fraser
BB’S COFFEE & MUFFINS FRANCHISEES OF THE YEAR 2006
Company Name: B, F, South Coast Ltd
Became franchisee: December 2004
Number of outlets: 2
The Marlands, Southampton
Arndale Centre, Eastbourne
Developmet Plans: Looking to develop three to four cafés on the South coast .
Number of Employees: 22, mostly working part-time. There is a full-time manager at the Eastbourne store.
Serving: Over 2,000 customers a week per store
Most popular muffins: Cherry and Coconut
background
Although they have a background in the hotel and catering trade, Phil and Karen had had a partnership agreement with Esso to run petrol stations for 11 years. They were coming to the end of the partnership agreement and were looking for another opportunity. The petrol business has changed enormously over the last 11 years and they were looking for a business that was open for fewer hours in a nicer environment.
why choose BB's?
Phil and Karen started to research possible business opportunities and saw BB’s on the internet. They looked at a number of other franchise opportunities but particularly liked the BB’s concept because of the product range and the idea of being located within a shopping mall with set opening times, which is well maintained and has security monitoring out of hours so there are no early morning calls when the alarm goes off! After an initial enquiry and further research, they met Phil Abbott to discuss the concept in more detail and to see what possibilities there were on the South coast, particularly in the Southampton area.
Phil and Karen were impressed by the product range; good quality coffee, freshly baked muffins and fantastic New Zealand Natural ice cream. They saw that the concept fits into the mall situation well and that the business is simple to operate. With their backgrounds in the hotel and catering trade, and their business experience with Esso, they felt BB’s was the perfect business opportunity for them.
motivation
Phil and Karen are 100% committed to the business. They have a very hands on approach and believe that customer service combined with a good product offering is the key to success.
That focus of customer service is reflected in the employees’ attitudes and both Karen and Phil believe that if their staff are happy and enjoy working with them then the customers benefit.
running the business
Phil and Karen opened their first café in December 2004. They were impressed with the level of support they received from BB’s during the run up to opening the store. The procedures are simple and easy to follow and the support continues to be there if required.
There is a lot of competition for trade where they are located but they have a sound approach to marketing, focusing on loyalty cards and promotions. There are a number of large offices within the vicinity and they run “early bird” specials to capture this valuable market. They also offer discount cards and work closely with the companies’ HR departments. Afternoon happy hours are another technique they use to attract custom.
They are firm believers in being immersed in the business and as Phil says “You must be able to do everything – you can’t expect your staff to do something that you won’t do.”
They opened their second café in the Arndale Centre in Eastbourne a year later.
This has a different kind of clientele – many of the customers are holiday makers. “We work hard for their loyalty for two weeks and then they are gone,” said Phil. “So it’s even more important to keep building good relationships with them while they are here – and of course, making sure we keep our local customers happy.”
key business philosophies
- Customer centred: focussing on the customer and their requirements.
- Involvement: a hands on approach.
- Service: delivering an excellent product in an excellent environment.
- Attitude: 100% commitment to the business.
- Motivation: Ensure staff are well trained and happy in their jobs.
summary
Although relatively new franchisees, Phil and Karen are delighted with the way the business is progressing. They hope eventually to have three or four stores in the vicinity.
In 2006, they were awarded BB’s highest accolade – Franchisees of the Year – despite being relative newcomers to the system. BB’s Franchisee of the Year Award recognises the operator who reaches and maintains excellent standards in food and drink preparation, hygiene and cleanliness and delivers consistently high levels of product quality and customer service.
“Phil and Karen are among our newest franchisees but they have thrown their hearts and souls into creating a thriving business with local loyal customers,” said BB’s UK General Manager, Michele Young. “They beat off competition from 53 other franchisees, some of whom have been with us for a much longer period, so the award is a real credit to them.”
“I think the secret of our success is building a great team and focussing on keeping our customers happy with consistently high quality products” said Phil Blackman. “It’s a great concept - give it a go, you’ll enjoy it.”
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