Raising a Million-Dollar Bakery

For Darshana and Nilupa Weerakoon the journey towards owning their Bakers Delight franchise business has been a dream come true. It’s one that began half-way around the world, in Dubai, where Darshana was a pastry chef and Nilupa worked in a hotel front office. 

After a close friend of Darshana’s - a baker at Bakers Delight in Mount Maunganui - informed him of a vacancy at the store, and with assistance from owner Bruce Ingram, the couple flew to New Zealand in June 2007 to take up the employment opportunity.

“I started as one of the front-of-house staff,” recalls Nilupa, “while Darshana continued his passion for baking.”

The couple approached their roles with dedication, treating the business as if it was their own. “We weren’t just employees,” remembers Nilupa, “we were so eager to learn.” 

The franchise presented them with new lessons every day, she says. “It allowed us to absorb everything we could about the company’s operations, standards and values.”

Little did they know that they would soon be able to purchase their very own Bakers Delight.

A giant leap forward

Darshana and Nilupa’s hard work and passion for the business did not go unnoticed. And when the opportunity to purchase the Bakers Delight franchise in Hamilton East arose in early 2011, the couple believed it was the ideal path for their future. 

“When starting any traditional business from scratch it takes time to build your brand and customer base,” explains Nilupa. “But when you open a franchise with a recognised brand people automatically know what your business is all about, what you provide and what they can expect. Also, it has a lower failure rate.” 

Being able to optimise the network for competitive pricing is another plus, she says, and being your own boss enables a good work-life balance.

Darshana and Nilupa knew that making the transition from staff members to business owners would be both challenging and rewarding. It was the trust, support and training from the franchise that helped them achieve success, they say.

The couple has learned that running a business like Bakers Delight has some challenges, including maintaining brand consistency and keeping an eye on competition. Nevertheless, they enjoy their rewarding interactions with the local community and schools, and love to get involved in events. They say they now have full confidence in the security of their future in the country they have been grateful to settle in.

Excellent training and support

From day one, Darshana and Nilupa say they were impressed by the level of training provided.

“The technical baker hosts a monthly masterclass to improve the skills of our bakers,” explains Nilupa. “Our sales team also receives core classes on product knowledge, customer service and merchandising, while the support team regularly catches up with us through one-on-one meetings and group online trainings, as well as in-person conferences.

“If we need help during busy times, such as Easter, it arrives without any hesitation. And the franchise doesn’t just provide advice, they work together with us to achieve our goals.”

High achievers and award winners

A recent refurbishment of their Hamilton East bakery sits high on Darshana and Nilupa’s list of achievements. “This investment not only revitalised the customer experience but also resulted in a significant and consistent 26% average increase in sales since reopening,” says Nilupa. 

“Our fresh, modern environment has attracted new customers and delighted our regular customers, demonstrating the importance of continually evolving to meet customer expectations.” 

Another major achievement was winning the Franchisee of the Year award at the recent Bakers Delight New Zealand annual conference. With judging criteria including internal operational scores; community engagement via local store marketing; increased store profitability (turnover & operating profit), and excellence in merchandising standards, the couple’s win not only reflects their commitment to maintaining high standards, but also serves as recognition of the efforts and passion of their team members.

Cause for more optimism

Becoming a million-dollar bakery in the 2023/24 financial year has been the icing on the cake for Darshana and Nilupa. Over the past six months, they’ve seen consistent transaction growth, saying this is a clear indicator of their increasing customer base and loyalty.

“We have also excelled in customer retention,” says Nilupa, “significantly surpassing our industry benchmark of 35.5% for repeat customers.”

Revenue for the same period is up 54%, which the couple attribute to both the demand for their fresh products, as well as their ability to successfully attract and retain customers. The major goal is now to boost annual turnover to $1.56 million and, eventually, own another Bakers Delight store in Hamilton.

Do you have passion baked in?

If you have a passion for baking and you want to start your own business, Bakers Delight is an excellent franchise to be part of, Darshana and Nilupa say. 

“Follow the system and you will see great outcomes,” says Nilupa. “Running a business is never easy, but Bakers Delight has helped us achieve a lot financially, and socially, for the past 13 years.

“The decision to become a Bakers Delight franchisee was one of the best decisions we ever made.”  

See this advertorial on page 15 of Franchise New Zealand magazine Year 33 Issue 3

Contact details for Bakers Delight

For more information and advice on buying a franchise get your FREE copy of Franchise New Zealand magazine.

We welcome links from other websites to this article. Please note that this article is copyright © Eden Exchange NZ Holdings Limited, Franchise New Zealand magazine and Franchise New Zealand On Line. While it may be downloaded for personal use, no part may be reproduced on any other website, in electronic or printed form or in any other form whatsoever.