Joining Award Leisure helped expand existing hot tub business

I have been involved in the leisure industry since 2004, having owned my own spa business in Cheshire. I met the owner of Award Leisure in 2007 and partnered with him to buy through Award Leisure distribution channels. As soon as he mentioned he was franchising I want to be a part of it.

Award Leisure are a family run business that sell outdoor luxury leisure goods. They have a nationally recognised brand and 35 years’ experience in the industry. They pride themselves on their 5* customer service reviews which is a big reason I was attracted to the business.

Why the franchise route?

Becoming a franchisee was a no brainer for me, I was immediately interested as soon as Mark (the owner) mentioned the franchise opportunity. I wanted to reap the rewards of expert product market and industry knowledge, as well as a national brand with a bigger capital to invest into marketing, to benefit me in the long term. It also allows us to offer a high-quality product range to compliment the hot tubs.

How did you raise the finance?

I used the profits I made as a dealer previously to reinvest into the franchise opportunity.

What training and support did you receive initially and ongoing?

Due to offering a different product portfolio I had training on the new product knowledge. I also received training on customer service and how Award Leisure maintain a 5* service.

The ongoing training includes system upgrades such as new CRM systems and how I can use these systems to efficiently run my operation.

How would you describe your day-to-day role as a franchisee?

My day-to-day role as a business owner is ensuring all areas of my business are running to the standards set by Award Leisure. I focus a lot on customer service, and I have a hand-picked team that are brilliant at working with customers to give them the leisure experience they are looking for. I really enjoy the fitting part of the process. I meet a lot of different characters when I’m installing one of my products.

What challenges have you faced?

A big challenge I have faced is the transition from using files and paperwork to using online systems, this is helped by the ongoing support and training by Award Leisure.

Another challenge is during the peak seasons my customers wanting their Hot Tubs installed straight away. Award Leisure having a warehouse with a 150 Hot Tub capacity means my products can be stored and collected as and when it pleases my customers.

Has becoming a franchisee changed your life, if so how?

Becoming an Award Leisure franchisee has made my business more efficient by using new systems and having a bigger network to work with. Having additional products in my portfolio allows me to retain relationships with my customers through the service plans I offer. I benefit from a national brand as the consumer interest has increased.

What is the most invaluable piece of advice you could give someone looking to buy their first franchise?

The location of your showroom is important so its key you take the time and work with Award Leisure through this process. They will accompany you on potential location visits to ensure it’s the best fit.

If you stay dedicated work hard then you will reap the rewards.

In your opinion, what makes a successful franchisee?

Someone who follows the business model that’s provided and is always striving for growth and is always trying to be better.

What are your plans for the future?

I wish to continue to build my business to hopefully sell in the future. Being a part of such a growing industry the room for the future for my franchise is exciting, I have the options to potentially hand the business over to family if the times comes.

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