THE BUSINESS THAT DELIVERS
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Investing in themselves is paying off for a determined couple of Domino’s franchisees
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Domino's have new locations available right now in regional centres and fast-growing areas
Liz & Tim Miller invested in their own Domino's business rather than a house
Tim Miller, Domino's 'We get heaps more support than we were expecting'
When Tim Miller started working for Domino’s as a driver in 2007, he couldn’t guess what the future had in store. He soon progressed to store management, then became a regional manager for the pizza chain. His career took him to Christchurch, where another Domino’s team member caught his eye. Today, he and Elizabeth are married, have a young son – oh, and a Domino’s business of their own, in the Tauranga suburb of Otumoetai.
Tim and Elizabeth made the choice to invest in a business rather than a house when they first moved to Tauranga two years ago. ‘The property market was crazy, so it made sense to buy something that enabled us to build an asset for the future,’ says Tim. ‘We ended up buying the Domino’s in Bethlehem then splitting the territory and establishing the new store before selling the original one. We’d love to own multiple stores one day, but we’re not quite ready for it yet – our immediate goal isn’t to become super-rich, it is to support our family, live close by and do something we love.’
Elizabeth agrees. ‘You have to establish your first store and build it up, then you can pay down the loan and start saving for your second store. The banks are quite supportive because they know how good a well-run Domino’s can be, but for now, it’s family first.’
Given their backgrounds, it’s no surprise that their store holds two performance records for the chain: fastest average delivery time and highest customer ratings in New Zealand. ‘Our customer rating is currently 4.47 out of 5,’ says Tim proudly. ‘That’s really hard to achieve – it only takes one mistake to drag you down – but we’re aiming for 4.5 in the next month.’
The couple are talking from the car on their way to Rotorua, where they are going to visit fellow franchisees Liam and Kaedyn Stops. The young brothers are already multiple franchisees, as well as being the faces of Domino’s current We care commercials, and like all Domino’s franchisees they appreciate sharing ideas.
‘We get heaps more support than we were expecting, from both the franchisor team and the other franchisees,’ says Tim. ‘If there’s something you’re struggling with, all you have to do is ask and, if it’s at all possible, they’ll find a way to help you out. Having regional meetings is a big help, too – you get to meet other franchisees, raise questions, have your say and build friendships. One thing is certain – in Domino’s, if you have a great idea then everyone will listen.’
Domino’s has a reputation for innovation, with GPS tracking, delivery robots and drones having all hit the headlines in the last couple of years. Tim and Elizabeth are innovating at a local level, too. ‘Delivery is a big part of this business, so we invested in three e-bikes for our staff. In our compact area, the bikes are cheaper to run, more environmentally-friendly and, as an added bonus, mean that we can recruit from a wider pool of staff rather than just car owners.
‘That’s really paying off. You might get 100 applicants for a job and can look at every one. We can employ a 15-year-old if they have the right attitude and are excited by the business. They’ll stay with us for 3-4 years, gaining experience and growing into management roles – maybe even buying their own franchise one day. After all, we did!’
And it’s an important part of building the business, too. ‘We employ six kids from the local high school so we have strong connections with the community through that. I’m also in store myself a lot of the time and train them in customer service – remembering people, knowing their names and preferences. Our record customer satisfaction ranking isn’t because we’re doing anything fancy – it’s because we are following the Domino’s systems to produce quick, hot pizza and delivering it on time with a smile.’
According to Scott Bush, Domino’s General Manager NZ, it’s this combination of staff selection and leadership that make all the difference in the fast-moving and often competitive world of pizza. ‘Over the years, we’ve fine-tuned the operating systems and introduced brilliant new technologies to deliver better products. We’ve launched online ordering platforms that mean you can order your favourite pizza in just three clicks, and we’re delivering it faster, too. Today, Domino’s accounts for 2.5 percent of all online transactions in New Zealand!
‘Meeting customer expectations at that level takes good training, lots of energy and total commitment. We have new locations available right now in regional centres and fast-growing areas. The investment for new franchisees is from $500,000 depending on location, and the returns can be considerable.
‘Tim and Elizabeth could see the benefits of the Domino’s system and have the determination to do what it takes to grow a great business. They are on their way to achieving their goals – and we want to hear from others ready to do the same. Call me now.’
See this advertorial on page 25 of Franchise New Zealand magazine Year 26 Issue 3
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This material is copyright © Franchise NZ Marketing Limited, Franchise New Zealand ™ magazine and Franchise New Zealand On Line . While it may be downloaded for personal use, no part may be reproduced in any form whatsoever without the specific written permission of the publisher.