fbpx
HomeNEWS“Customers aren’t just dollar signs”: The Westpac Franchisee of the Year talks customer engagement

“Customers aren’t just dollar signs”: The Westpac Franchisee of the Year talks customer engagement

Michael Ash, owner of Mister Minit’s St Lukes, scooped the Westpac Franchisee of the Year Award at the Westpac New Zealand Franchise Awards 2016-2017 on November 12. The awards were held at the Grand Millennium hotel in Auckland.rn

Ash has been involved with the shoe repair, key cutting and engraving chain Mister Minit since 2000, and acquired his franchise in 2012. He runs the St Lukes kiosk with wife Amanda Han and a tight-knit team of four staff.

Mister Minit St Lukes’ success is down to excellent customer service, Ash says, which in turn is determined through high-quality team-building.

“I’m big into laying a foundation for our staff where they have an environment which is fun and professional at the same time,” he says.

Staff are encouraged to interact and enjoy conversations with one another, but as soon as a customer arrives, the customer must be their number one priority. Ash says he’s raised the customer’s average dwell time from around 30 seconds to over two minutes by asking his staff to engage with them socially. They might spot an Auckland Blues shirt on the shopper and comment on it, or ask about the customer’s country of origin.

It’s important to forge a connection with the customer, Ash says: “They’re not just a dollar sign, they’re another human being.”

St Lukes is a high-volume area, says Ash, who is proud that his Mister Minit franchise is the busiest in New Zealand. In fact, it this year won Mister Minit’s internal awards, beating 278 other Mister Minit franchises to become franchisee of the year across New Zealand, Australia and Southeast Asia.

Winning the Westpac Franchisee of the Year Award had the Mister Minit St Lukes team “walking around a foot taller” on Monday morning, Ash says, but the earthquakes further south brought them crashing back to earth as some team members had family caught up in the disaster. Ash empathises with their concern.

“We’re a small family business where everybody feels part of our St Lukes family.”

Michael Ash and Amanda Han

Here’s the full list of winners from the awards:

t

tt

ttt

ttt

ttt

ttt

ttt

tt

tt

ttt

ttt

ttt

ttt

ttt

tt

tt

ttt

ttt

ttt

ttt

ttt

tt

tt

ttt

ttt

ttt

ttt

ttt

tt

tt

ttt

ttt

ttt

ttt

ttt

tt

tt

ttt

ttt

ttt

ttt

ttt

tt

tt

ttt

ttt

ttt

ttt

ttt

tt

tt

ttt

ttt

ttt

ttt

ttt

tt

tt

ttt

ttt

ttt

ttt

ttt

tt

tt

ttt

ttt

ttt

ttt

ttt

tt

tt

ttt

ttt

ttt

ttt

ttt

tt

tt

ttt

ttt

ttt

ttt

ttt

tt

tt

ttt

ttt

ttt

ttt

ttt

tt

tt

ttt

ttt

ttt

ttt

ttt

tt

tt

ttt

ttt

ttt

ttt

ttt

tt

tt

ttt

ttt

ttt

ttt

ttt

tt

tt

ttt

ttt

ttt

ttt

ttt

tt

tt

ttt

ttt

ttt

ttt

ttt

tt

tt

ttt

ttt

ttt

ttt

ttt

tt

tt

ttt

ttt

ttt

ttt

ttt

tt

tt

ttt

ttt

ttt

ttt

ttt

tt

tt

ttt

ttt

ttt

ttt

ttt

tt

t

Title Subheading Winner Sponsored by Franchisees’ names
Franchise System of the Year       Community involvement  Fastway Couriers (New Zealand) Waipuna Hotel and Conference Centre    
Field Manager of the Year      Home & Lifestyle Services – under 500k Sofia West – Green Acres Franchise Group Ltd     Franchise New Zealand Media
Field Manager of the Year      Home & Lifestyle Services – over 500k Brad Hay – General Manager Sales & Marketing – Signature Homes Ltd Franchise New Zealand Media
Field Manager of the Year   Retail, Food & Beverage – over 500k Greg Hoar – National Operations Manager –  Super Liquor Holdings Limited ABC Business Sales
Field Manager of the Year  Business Services – over 500k     Sangeetha Shaikh – Paramount Franchise Services Ltd Crowe Horwath    
Best Emerging      Franchise System of the Year Zones Landscaping Smyobpecialists     MYOB
Master Franchisee of the Year         Oporto Franchising New Zealand Ltd     McDonald’s New
tttZealand
Erica and Lawrence Pereira
Export Achievement      System of the Year Dream Doors NZ Ltd Stewart Germann Law Office 
Media Campaign of the Year         The Coffee Club Franchising (NZ) Limited ABC Business Sales
Service Provider of the Year         MYOB Jani King
Business Services      Franchisee of the Year Fastway Couriers (Wairarapa) Crowe Horwath Russell and Therese Boniface
Business Services  Franchise System of the Year     Paramount Franchise Services Ltd  Crowe Horwath
Retail, Food & Beverage Franchisee of the Year SKEW NZ Ltd – Mister Minit – St Lukes Franchise Accountants & Franchise Infinity     Michael Ash
Retail, Food & Beverage Franchise System of the Year     Mister minit New Zealand Limited Franchise Accountants & Franchise Infinity
Home Services      Franchisee of the Year Vogue Homes Ltd – T/A Signature Homes Bay of Plenty  Franchise New Zealand Media Craig and Debbie Williams
Home Services   Franchise System of the Year  Signature Homes Ltd Franchise Accountants & Franchise Infinity
Lifestyle Services      Franchisee of the Year Just Cabins – Northland Waipuna Hotel and Conference Centre Ben and Jan Wood
Lifestyle Services  Franchise System of the Year  Just Cabins Waipuna Hotel and Conference Centre
Supreme Award     Westpac Franchisee of the Year     SKEW NZ Ltd – Mister Minit – St Lukes Westpac Michael Ash
Supreme Award   Westpac Franchise System of the Year  Signature Homes Ltd Westpac Gavin and Anneta Hunt

Rate This Article: