last updated 18/09/2020
Teamwork Helped The Dream Work
last updated 18/09/2020
Jenny Lloyd loved her first Caci clinic so much that she invested in a second
Jenny Lloyd already had business management experience before opening her first Caci clinic in Whangarei in 2005. With her husband, the mother-of-three and trained beauty therapist had co-owned a petrol station near Hokianga in the Far North, complete with a Lotto franchise. That experience would stand her in good stead.
Nine years after opening her skin and appearance medicine business in Whangarei, Jenny purchased a second Caci clinic in Orewa, just north of Auckland. How does she manage the two? ‘By living in the beautiful town of Mangawhai, almost half-way between the two clinics,’ she explains. ‘I have trained and qualified staff in both clinics, and spend two days per week at each, working 9am to 7pm. On Fridays I work remotely from home and I always have my phone should there be an issue.’
And, of course, she has the franchise behind her. ‘Being a Caci franchisee, you’re part of a big team,’ she points out. ‘We have a wonderful support network behind us with proven systems, equipment and products. As a small business owner I have to wear many hats, so it’s great to have so many knowledgeable people available to help with issues we all face.’
Support makes all the difference
Jenny speaks highly of the Caci support team. ‘Caci has dedicated Regional Support Managers to assist with sales and support – if they don’t have the answer, they’ll get it for you. Caci also has a wonderful training academy which offers online and practical training, and I have attended numerous workshops over the years to fine-tune my financial and operational literacy.’
That online element really paid off during the Covid-19 lockdown. ‘The academy put on several webinars that proved really successful for keeping our staff up-skilled and motivated for their return to the clinic,’ Jenny says. ‘Franchisees received guidance around what the process and procedure would look like at the various alert levels, plus assistance on health and safety protocols, support with the government’s wage subsidies and rent relief from our landlords.
‘Caci also created a useful networking tool to address any unanswered questions and concerns, and we had regular Zoom group huddles that were great for keeping us informed and supported. All in all, being part of a great franchise makes all the difference.’
Building loyal customers
According to Jenny, ‘Marketing is another minefield where most people without a marketing degree struggle. It can be expensive, too, so having Caci’s fabulous marketing team to support us with social media and local marketing takes a huge load off our plates.
‘A few years ago, Caci introduced a membership and subscription model to the business which was a game-changer. It makes treatments affordable to a wider range of customers and also keeps them engaged and loyal to the clinic, rather than to an individual staff member, as can happen in a hair salon.’
During April’s lockdown, that subscription model proved to be highly effective. ‘It allowed Caci franchisees to retain an income stream while businesses all around them had no revenue.’
Doing it right
In fact, 2020 has proved to be a very successful year for Jenny. Caci Whangarei won the overall Gold Clinic Award at the franchise’s national awards, and the biggest thrill for her was the level of customer satisfaction reflected in the Orewa clinic’s high Net Promoter Score (NPS). ‘I guess we must be doing something right,’ she smiles.
And she is upbeat about the future. ‘Business has been booming! Customers who may have spent their money on overseas trips in the past are now treating themselves to more skin treatments. Perhaps it was all those Zoom meetings that prompted them – webcams aren’t exactly flattering,’ she laughs.
Is it for you?
So what sort of person does it take to be successful as a Caci franchisee?
‘Well, you certainly don’t have to be a beauty therapist to run a successful clinic, although a passion for the beauty industry – and skin and appearance medicine in particular – is a definite advantage,’ says Jenny. ‘Being a people-person is beneficial, as it is in any business – if that’s you, Caci provides full training so you can hit the ground running – and the support is there to help you grow.
‘Caci is continually researching new treatments and products to ensure we retain our market share. It’s not about gimmicks or latest trends; they ensure all treatments we perform are results-driven, and are thoroughly tried and tested before they’re rolled out to the network.’
Caci is celebrating its 26th anniversary this year. It has franchised clinics throughout New Zealand across both metropolitan areas and regional territories, and Operations Manager Penny Chapman says there are a number of opportunities currently available. ‘Investment levels start from $150,000-250,000 +gst. If the population and demographics work, we can help you to get into a Caci clinic in your chosen area,’ Penny promises. ‘Contact us and find out more.’
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