Recognition Express South-East Scotland is flourishing under the ownership of the second generation of the Mitchell Family.
Since David Mitchell took over from his father Graham five years ago, business has never been better, growing an average of 10 percent every year since. Running the show is a team effort, as he joined forces with employees Moira Ashby and Mark Everingham. Together, the three have ensured that business is booming by putting a strong focus on providing a ‘total service experience’ to drive organic customer growth. David explained:
“In the digital age, there’s always someone out there who can provide goods more cheaply than you can. Trying to compete on price alone is soul destroying, and ultimately it has a negative impact on quality and service levels. While we receive a lot of orders online and by email, we make a concerted effort to speak with key clients in person on a regular basis. We also take care to ensure orders are delivered on time and in good condition. It really makes a difference. Customers know we offer good value, and they trust us to meet their expectations.”
Each of the trio have their own unique role to play in ensuring the business stays profitable, with David overseeing customer relationships and Moira and Mark handling the production side of things. However, the three still greatly value the support they get from MD Nigel Toplis, the franchise support team at the B2B franchise and the annual Recognition Express Symposium, where they meet other franchisees from across the UK. Moira elaborated:
“In the early days, it was great to know we could call on head office with any queries. Even now, we’re in touch with them or the wider network around six times a year. It helps you to keep perspective, and it’s an opportunity to find out about new ideas and learn from examples of best practice. Being in touch with the franchisor and other franchisees really motivates us and keeps us at the head of our game.”
David concluded by saying:
“Taking care of customers and ensuring they have the best possible experience has helped us grow and develop the business.”
Sophie Cole, Point Franchise ©
0 Comments