One Stop’s seven day a week support for franchisees in a league of its own
28th May 2019
One Stop’s unique support system for its franchisees has been cited as one of the key benefits of being part of the retail group and is proving to be invaluable for their franchisees up and down the UK.
The dedicated Franchise Support centre offers advice on all aspects of running a store and the helpline, staffed by a team of experts, is open six days a week. One Stop’s Head of Store Support, Liz Fox, explains more: “We have a team of seven store support advisors who are at the end of the phone Monday to Saturday. Typically, we have queries from franchisees regarding their stock, orders, invoices and delivery times and we respond to each franchisee with an individual and tailored approach.” In addition, each store has a dedicated Business Development Manager who is contactable seven days a week, therefore ensuring the support is completely joined-up for franchisees.
Franchisees Blair and Angela Southwood run a One Stop store in Louth, Lincolnshire, and joined One Stop four years ago. Moving from a traditional CTN to a grocery store, the advantages of having a support system soon became apparent, as Blair explains: “Previously we didn’t have any support at all, so moving to One Stop has been a 100% improvement. There is always somebody at the end of the phone for you and I can’t imagine going back to a place where you don’t have that kind of support.”
Blair adds: “With Franchise Support, once we report a problem, they can dial in, have a look and correct any items. Knowing the team are there means we’re not constantly worrying – there’s a team in the background helping us with any issues that may arise.”
The support provided by One Stop has even helped the couple reduce their working hours, as Blair explains: “My time off before One Stop would be next to nothing, plus I’d be working from 5.30am until 6pm at night. I now work Monday to Friday and get the weekends off. My working hours and my family life have totally changed because of the dynamics of the support system and that fact that the store runs itself. We even had our first two-week holiday since joining One Stop!”
Angela adds: “The level of support with One Stop has meant that we’ve been able to leave the business for time off and holidays, because even if we’re not here we know that if there’s a problem, the staff have a got a helpline to call. This just gives us piece of mind that if we’re not here, everything will be fine.”
Managing Director, Jonny McQuarrie, comments: “One Stop’s comprehensive system ensures our franchisees have support available to them seven days a week, 365 days a year. As a retail franchise model, we are actively involved in the smooth running of our franchisees’ stores and our support function is available to our 770 company stores with any issues that may be faced, from a product recall to an IT problem. There is always a member of the One Stop team ready to help our franchisees.”
As Blair sums it up: “We’re a family business, but One Stop’s our family as well, because we’re all part of one group. As a store owner, that’s what you need and that’s what has made such a difference to us.