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Dan Amin, One Stop Franchisee, Coventry and Sunil Kumar, Business Development Manager

Dan, tell us about your One Stop stores.

We’ve been with One Stop since 2017 and we operate two stores under the franchise model. We are also converting a third shop and all our stores in the future will be One Stop’s.

We have a Post Office in each of our stores and One Stop give us the support we need with other services such as PayPoint, the National Lottery, Coffee machines and Food to Go counters.

The £50,000 One Stop refit in each store was greatly needed and we’ve been able to drastically improve the look of each store. Prior to the refit, one of our stores had no windows and therefore no natural light coming in. It was very dark and dingy and looked tired and dated. During the refit a new floor was installed, along with proper shelving, windows and the whole store was generally brightened up.

Our stores now look inviting to customers and are fresh, clean and sharp looking. The renovation team are highly professional, and our second store was only closed for two days during the whole refit process.

What have been the key improvements you’ve seen since joining One Stop?

Since moving to the One Stop model, we’ve seen a 50% increase in sales, an increase in footfall and also in customers’ basket spend. Our customers have commented on the increased availability of products and, with our sales increasing week-on-week, we’re surpassing our previous figures all the time. This, along with the price points and the increased margins with One Stop, have all had a huge impact on our stores.

Tell us more about the One Stop promotions

The Meal Deals are amazing! Our customers always come in and tell us that they love them, especially as many of them expect to pay over the odds, so the price is quite a surprise. The 3 for £1.20 on chocolate is popular too, at Christmas we have an offer of 3 for £5 on the big boxes of chocolates which was a fantastic footfall driver. The margins on the promotions are good, so it’s sustainable for us to run the promotions and great for our customers.

Sunil, how do you support Dan with the store?

I’m here to support Dan and help increase sales and profitability, lower costs and to act as a trusted advisor for him. I visit at least once a month and more if he needs extra support.

I work very closely with Dan, guiding him through a suite of financial reports each visit and to plan next steps, the aim being to increase sales and profitability and maintain the store.

I offer practical advice to all the franchisees I look after as a Business Development Manager, whether it relates to people, investment, cash flow, or managing products and range. We can go through a whole catalogue of the products available to best suit their stores and offer commercial and practical advice.

Compared to other symbol groups, One Stop visits are a lot more structured and there’s a lot more science and depth behind our visits. My background is based in large, national retailers around the UK, which benefits the franchisees I work with because I can bring a wealth of experience to their store.

Dan, how do the One Stop systems and processes make your life easier?

The systems are amazing and make a big difference to the back office, which I think is the heart of the store. It has made my life a lot easier and the simplicity of the systems allows us to grow the number of shops we have and plan for the future. The ease of running the stores frees us to do more things in the business and to spend more time with our families.

The IT systems and support are second to none and I think One Stop are well ahead of other symbol groups out there. The seven day a week support is invaluable as we know there is always help at the end of the phone if we need it.

The e-learning programmes help our staff to complete courses and remain up-to-date with the law and regulations in our industry. This system means I don’t have to train the staff myself so I have more time myself. I’ve got a good team in place and I have much less on my plate, as the systems take care of it for me. It’s not a chore coming to work anymore and I have much less stress in my life. I call One Stop ‘easy trading’!

Naresh Gajri, Rakesh Sood, One Stop Franchisees, Cranhill and James Carroll, Business Development Manager

Can you tell us about your store?

Rakesh: Our store is 3,200 square feet and we’ve got 11 staff in total; four full-time and seven part-time. Naresh and I run the store together.

Naresh: We’ve only been with One Stop for a short time, so initially we started with the One Stop £50,000 store refit. We had plenty of guidance, so everything went smoothly in that time.

We now have a spacious store which is more accessible to everyone, including wheelchair users and those with prams. We’ve also been able to introduce a Post Office and a One Stop ‘Food to Go’ counter – which our customers love. We’re the only store in the UK to have the new ‘Stacked’ brand, which are hot and cold subs made for customers on the spot, which enables us to compete even further for the lunchtime trade.

What changes have you seen since moving to One Stop?

Naresh: The largest improvement we’ve seen so far is with the Meal Deal. In the past we used to sell very few sandwiches, however, since moving to One Stop, we’ve seen a 200-300% increase in sales and they’re our best seller!

The average customer’s shopping basket has improved as they’re doing more of a ‘family shop’. Another immediate benefit we’ve seen is the increase in our margin; we used to make between 18-19% and now we’re making about 22%. Gross profit has gone up as well.

How about the One Stop promotions?

Naresh: Promotions are very important as they allow us to give better value to customers and a reason for them to come back to us again and again.

Rakesh: Over the Christmas period the promotions were great, and we had excellent feedback from customers. Previously, our sales used to go down at Christmas but this year they actually improved for the first time! The One Stop planograms and marketing pack, to support promotions, are very helpful so in only a short time we’re already seeing the benefits.

How has One Stop’s technology saved you time?

Naresh: With the One Stop system we get all the information we need; all the VAT and promotions are handled by the system and the automated ordering is done every day, so we just concentrate on the shop floor. Any problems, we just need to make a phone call to the team at One Stop and it’s sorted straight away.

The technology provides central invoicing too which has saved us a lot of time, as we no longer need to input the invoices manually.

All the deliveries arrive in the morning, so in the afternoon we just relax and chat to our customers or spend time with our families. We used to go to three or four different places for stock every morning, but that has completely stopped now as the supplies come straight to the door. Stock control is very good too – we hold 40% less stock than we used to because of the frequent deliveries.

Jim, what support do you offer Naresh and Rakesh?

I see them at least once a month and this is where we have a full review of the business. In between those visits, I am in regular contact to support them with any issues they might have or with anything else they might need.

I offer all sorts of advice; anything from the general day-to-day running of a franchise, to specific advice on the profitability, margins, sales, like-for-like sales and setting budgets for them to achieve. My main role is to make One Stop franchisees successful in what they do and to help them to have a strong future in a highly competitive industry. I enjoy seeing franchisees becoming successful and working smarter instead of harder, which then naturally progresses to more sales and profit being generated.

How would describe your work/life balance since joining One Stop?

Naresh: The last 30 years of running my store have been very busy for me and now, thanks to joining One Stop, I’ve got more free time for my hobbies and spend time with my family. I’ve got two boys and three grandchildren, so now I can spend time with them and with my elderly mother.

We’d like to open another store with One Stop at the end of this year and in five years we’d like even more! I enjoy coming to work now as now there’s no pressure at all. Running a One Stop is easy, in comparison to our previous store and we’ve seen good financial improvements already. Your life will be easier after joining One Stop and you can spend more time with your families and there won’t be any more running around wholesalers!

Rakesh: If you’re thinking of joining One Stop, just go ahead and do it!

Blair and Angela Southwood, One Stop Franchisees, Louth and Paul Wilson, Business Development Manager

Blair and Angela, can you tell us why you chose One Stop?

Blair: We looked at either being a symbol group or operating as an independent, but when we contacted One Stop everything seemed to suit us with what they had to offer. We’ve been with One Stop since 2015.

What are the benefits of being part of One Stop?

Blair: Since joining One Stop our like-for-like sales have been growing 11% year-on-year, which means our basket spends are actually way above what we expected. Margins were around 9-10% before joining One Stop and now they’re hitting at least 20% every week.

Angela: Thanks to the £50,000 One Stop store re-fit we tripled our sales within the first week, which was phenomenal!

What promotions are popular in your store?

Blair: One Stop’s Own Label range has gone down fantastically well, as the products are spot on. They’re a massive hit with our customers and we’ve had lots of feedback saying that the taste, the value and the quality is superb. At Christmas the 3 for £5 promotion on boxes of chocolates absolutely flew out and we had no problem selling them at all. We’ve recently had special promotions on a retro sweet tub and I sold all my stock in two days! Plus, the Meal Deal is another really popular hit with customers – you just can’t fault it!

Promotions are important for the store because they bring people in and keep customers coming back, as they know the promotions are excellent and good value for money. One Stop promotions, with the costs that we buy and sell at, give us a profit margin of around 20% and are therefore really worthwhile for us.

Can you tell us about the promotional point of sale (POS)?

Blair: The promotional POS that we get from One Stop is very effective. We have advertising for both inside and outside of the store, as well as promotional leaflets that are distributed. It really gets the message out there about what we’ve got in-store, helping to drive more footfall.

What support do you get from One Stop?

Blair: The support we’ve had from Franchise Support and our Business Development Manager (BDM), is something we’ve never had before. You’ve always got somebody there if you need them, seven days a week. There are people at the end of the phone if there are any problems and it’s become so simple to run the business.

Angela: The back-office system has given us more free time to concentrate on what’s happening on the shop floor and our customers, rather than trying to deal with orders and purchases. This has massively improved the way the business works and saves a great deal of time, especially the gap-check, as it gives you that opportunity to check your shop is fully stocked at all times. I think the technology brought to our shop by One Stop has massively improved the way the business works – it’s fantastic.

Paul, how do you support Blair and Angela?

During our monthly meetings we focus on store profitability, including sales, but also look at wages, the known-loss, write-offs and all the elements that are built into the profit and loss of the business. Working with Blair and Angela I look at how we can influence that and, ultimately, help them to improve the profit of the store.

During every visit we also look at any new initiatives that we can introduce. Each visit is centred on the individual store, the customer and the profitability, plus we really focus on the local community and the positive impact One Stop stores have within that.

How has One Stop saved you time?

Blair: The One Stop stock ordering system is so easy to use. Previously, when we had to go out and buy the stock ourselves from wholesalers, it was a three-hour trip there and back, so having direct deliveries makes our job so much easier and saves us hours.

The EPoS system makes our life so much simpler, because all the information that we need is there and the shop can run itself, which gives us time back for our own lives. Previously the shop ran us, whereas now we run the shop – the One Stop systems give us quality of life which is valuable to us.

How has being a franchise impacted your work/life balance?

Blair: Since joining One Stop, we’ve been able to have our first two-week holiday. My working hours and family life have totally changed because of the dynamics of the One Stop system – it gives you quality time at home with your family.

We’re a family business but One Stop’s our family as well, because we’re all part of one group and that’s what you need. This is what’s made such a difference to the way our store works.

Alan Fincham, One Stop Franchisee, Attleborough and Tim Handley, Business Development Manager

Alan, tell us a bit more about your store. 

I purchased the store around 15 years ago and we made it a very successful newsagent, trading well for a number of years. We gained customers from town, as well as business from around the villages as we grew. We moved to One Stop in 2016 and I now operate a Subway and Post Office within the store.

Why did you choose One Stop?

The main reason for us to move to One Stop was because our town was growing in size and we didn’t want to get left behind. One Stop was the perfect fit to help us become more than just a small convenience store attached to a newsagent. Thanks to much better prices we were able to compete with the big supermarkets, right from the start.

Can you tell us more about the store refit with One Stop?

One Stop invested £50,000 into a refit to bring the store up to standard. Once it’s complete, you then have the corporate identity of One Stop above your door and as it’s a large, respected brand, that inevitably drives more customers into store. Our sales increases have been quite significant; customers now have a much larger range to shop from, with better prices and an improved experience.

What changes have you seen since joining One Stop?

Along with sales moving rapidly forward, the huge increase in our grocery range has meant our basket spend has risen considerably too. Margins have also improved, thanks to One Stop’s promotions as well as general margins around the store.

Can you tell us more about One Stop promotions?

The £3 Meal Deal and the 3 for £5 promotion on beer and cider deals really drive footfall. Customers love the Meal Deal and it’s popular throughout the day with people coming in specifically for it every day.

The promotional point of sale from One Stop is amazing!! It arrives at the beginning of the promotion and is tailor-made for each store, so we have exactly what we need. It’s simple and clear, with instructions of exactly what we have to do with it and where it needs to go. This inevitably saves us time, which I get back to do other things.

How does One Stop help you behind the scenes?

A fully integrated system definitely makes it easier to run a business and as part of One Stop’s IT system, they regularly review the range for us, which helps us to keep up-to-date with the lines we’re selling and the lines we should drop. The automatic order system analyses sales on a daily and weekly basis and produces suggested orders. Deliveries from One Stop are always punctual – it’s good to have the delivery lorry arrive when you’re expecting it, as that makes for a better control of wages and saves time.

The seven day a week support is also very good, particularly when it comes to the tills. Issues are dealt with quickly, unlike our previous set-up, where we had very little support and it often took a long time to get things sorted.

Tim, how do you support Alan?

As a One Stop Business Development Manager (BDM) I help and support Alan to run his businesses, liaising between head office and the store. During our four-weekly visits, I give Alan advice and guidance on how to maximise sales, using the processes and procedures One Stop has in place.

What I can bring to franchisees is my experience and knowledge gained through working with independent retailers for the last 15 years. It enables me to share with them my knowledge and experiences of other businesses and what worked for them.

Alan, how does this help you?

The support we get with One Stop and our BDM is much better than our previous group – the information we look at is more detailed and it gives me a much better idea of how the store is performing.

Tim’s visits give us the opportunity to discuss the business; where it’s going, the margins, opportunities and how to move the business forward.

What would you say to someone thinking of joining One Stop, Alan?

I think it’s definitely something you should seriously look into, as there’s so many benefits. Joining One Stop was the right decision for me; sales have risen significantly and, margin-wise, it’s been great.

I’ve also got a village store in Banham which we refitted to a One Stop three months ago. We’re already beginning to see the benefits there and I would happily look at having a third store!

As a symbol store do you ever feel neglected after signing your contract? Do you feel your store is lacking a great range of products to entice customers? Are you struggling to grow your sales and profit and worry about what the future holds? The amount of support you get shouldn’t depend on the amount of stock you purchase. If all of this feels familiar, now might be the time to explore all the benefits franchising has to offer.

Is your symbol group helping to keep your store looking fresh and modern?

As part of a symbol group you should be given help and direction on maintaining and improving your store. This should extend beyond the fascia and promotional point of sale to include layout, theatre and frequently refreshed permanent point of sale to keep the store looking modern and clean.

With customers having so much choice nowadays, they no longer have to visit their local store just because it’s convenient. Increased competition means that customers expect better store standards and customer service. The difference between a franchise and symbol model, is that standards between the stores within a symbol group can differ greatly as they focus predominantly on wholesaling.

There should be procedures in place to check that your store is visually appealing in order to attract customers. If you feel that you aren’t getting enough advice, support and ideas on how to continue to grow your business, there are other retail partners that offer the support you’re looking for.

One Stop stores are individually unique, but with one thing in common, exceptional brand standards. This is because we co-invest up to £50,000 into every store refit, ensuring that the entire estate is consistent from a look & feel and customer experience point of view. Our franchisees benefit from market-leading promotions supported by an extensive point of sale kit that includes additional in-store theatre to help maximise sales during key seasonal events.

Does your symbol group help make sure you have the right range for your customers?

Are you struggling to sell stock even though you’re receiving a steady flow of customers through the door?

Many retailers try to be everything to every customer. It’s hard to say, “I’m sorry we don’t stock that”, but in reality, stocking products that you only sell to a handful of customers, means you aren’t maximising every inch of your stores true potential. It’s common practice for a store to be allocated stock to fulfil promotional sales, which isn’t always the right range for your customers. Quite often when it doesn’t sell, it ends up as part of your main fixture, taking up valuable space.

In any one year, One Stop completes over 25 range reviews across all its categories with Chilled & Fresh having two – due to its more seasonal nature. Important changes, such as brand launches are not missed either with minor planogram amends made throughout the year. One Stop work closely with their franchisees, combining our extensive customer insight with a franchisee’s local knowledge, to formulate a planogram that ensures they have the right range to consistently meet their customers ever-changing needs.

Does your group help you use sales data to drive profit ?

The convenience market continues to evolve at pace and so do customers shopping habits. It’s easy to collect data but not as easy creating actionable insights in order to grow sales and profit. Data is fundamental to managing and developing any business. If you choose to discard your data each week, you cannot optimise the learnings from your store and manage your business effectively.

Do you have a reporting suite that allows you to quickly understand what is happening in your store? Linked systems are important to all businesses, as they can provide:

• Sales by line and category to ensure you have the right products in the right space
• Daily out of stocks helping you ensure you’re ordering enough and not letting your customers down
• Access to stock holding to aid better cash flow
• Visibility of your basket spend and customer count to help with staffing and to understand your peaks and troughs
• Understand your financial Key Performance Indicators (KPIs) to gauge your business’ health.

If you don’t have visibility of all the above and more, you might want to consider One Stop’s easy-to-use system that’s designed to take the hard work out of the day-to-day running of your store. In addition to our market-leading two-lane EPoS system, Franchisees have access to a wide-range of reports including sales & margin, promotional period analysis and total business performance. All designed to give you the insights you need to make the most of every square inch in your store.

Is your symbol group actively helping you to grow your business?

There’s never been a more challenging time to be a convenience retailer. Fierce competition coupled with rising costs and changing shopping habits, requires you to be at the top of your game. Not only do you need to quickly adapt to change, but you’ve got to come up with more and more new ideas to give your store a competitive edge. A common reason retailers look to switch symbol group is due to lack of support, so ask yourself:

• Do you see a BDM / Area Manager every single month and do they add value?
• Is it starting to feel like your level of support is based on how much you buy?
• Are your sales consistently growing year-on-year?
• Is your store reaching its full potential?

Did you know that on average One Stop franchisees grow their sales by 10% in the first year of joining? If you feel like your store could go up another level with the right support, perhaps it’s time to speak to the convenience retail experts. Every One Stop franchisee has their own dedicated Business Development Manager visit every 4 weeks. During their three-hour visit, your BDM work with you and your store team to help grow sales and cash profit.

Working together they will co-create clear action plans to drive continuous improvement throughout stores, a big part of this is providing their franchisees with an indicative P&L every month, which ensures a clear proactive financial plan is set out.