Oxi Fresh Carpet Cleaning books jobs, maintains schedules for fast-growing franchise chain.

Owning a franchise should give the small business owner an unfair advantage over the competition.  After all, that’s why they pay a franchise fee and agree to follow the franchisor’s guidelines, right?

Oxi Fresh President Jonathan Barnett, MBA agrees.

Since first launching the fast-growing Oxi Fresh Carpet Cleaning franchise system in 2006, Barnett has aggressively sought innovative ways to give his franchise owners a competitive edge.   One of the most significant advantages of the Oxi Fresh franchise program is an ambitious in-house Scheduling Center that frees Oxi Fresh franchise owners from the burdens of answering initial phone inquiries, educating would-be customers, scheduling appointments, and having to maintain  their customer databases all by themselves.

“Oxi Fresh franchisees focus on creating satisfied customers, not answering phones.”

According  to Barnett, the Oxi Fresh Scheduling Center enables franchise owners to focus their energies on what drives their success:  Providing superior carpet cleaning and excellent customer service.

Here’s how it works: When a prospective carpet cleaning customer calls either the local or national Oxi Fresh number, the call is then rerouted to the Scheduling Center at the home office.  Calls are promptly received by specially trained representatives who are thoroughly trained on different carpet cleaning methods, carpet fibers, and chemicals.

According to Barnett, scheduling center representatives can answer customer questions professionally and thoroughly, and are specifically trained to explain the many ways the Oxi Fresh green carpet cleaning process is superior to traditional methods – and to those used by competitors.

When speaking with either new or established customers, the Scheduling Center representative references the appropriate franchise’s  schedule and other detailed information via a powerful, customized CRM (Customer Relation Management) database that can be accessed by both franchisees and Scheduling Center personnel.  The  Oxi Fresh representative schedules cleaning appointments and assigns the jobs to the appropriate “techs,” (as the carpet cleaners are known).  The Oxi Fresh franchise owner is automatically notified as new jobs are booked.

While Oxi Fresh has maintained its Scheduling Center since launching its franchise program in 2006, Barnett and his team are in the process of finalizing a major software and system upgrade that provides Oxi Fresh Carpet Cleaning® owners access to their schedule 24 hours a day, 7 days a week. The schedules are updated in real time and can be accessed anywhere with an Internet connection.

For more information on the Oxi Fresh franchise opportunity, visit the Oxi Fresh Carpet Cleaning website.

Rande LaDue is owner of Hydraulic Fitness Products, the worldwide exclusive distributor for the PACE and Kids PACE Express Circuit Training programs. PACE, originally called Hydra Fitness and dating back to the 1970’s, is the world’s first hydraulic exercise equipment. Some fitness franchises have used PACE equipment (the first Curves club in Harlingen, TX used PACE equipment) over the years, but PACE also provides equipment, training & support to those seeking to open or maintain independent, non-franchised clubs.

As the recession has created increased pressure on club owners,  Rande is seeing increased interest from people wanting to open independent fitness programs in markets that could not support franchised express fitness clubs like Curves.  For information and pricing on PACE and PACE for Kids, email paceequipment@gmail.com.

FranBest: Tell us about Hydraulic Fitness Products? How long have you been in business?

Rande: I’ve been in the fitness industry 30 years opening my first health club in Upstate New York in 1980. I started selling PACE equipment in the early 90’s when I was hired by Henley Healthcare (the medical company that bought Hydra Fitness) to head up its fitness division. I started distributing PACE myself about 10 years ago as Henley got out of the fitness business.

FranBest: What types of customers does Hydraulic Fitness Products serve? At what point do they begin working with you?

Rande: Over the years, we have sold PACE to thousands of facilities ranging from women’s clubs, coed clubs, weight loss centers, senior facilities, schools, colleges, physical therapy/rehab centers, community centers, the US military, and even professional sports teams. PACE was originally marketed to larger coed clubs as a means of attracting those people who were too intimidated to join (seniors, women, the overweight, etc.) and as a fun, new program for existing members.

The very first Curves club based in Harlingen, TX had our PACE equipment. As the Curves phenomena grew in the late 90’s, our market shifted to independent mom & pop startups who wanted to open a small studio but did not want to get locked into a franchise. There are many happy people out there who did their homework before jumping into a franchise and saw that not only did we offer superior quality adjustable equipment, but we provided the marketing and training tools necessary to be successful without any franchise fees. As Curves saturated the country, more coed clubs added our program as a means of competing against them. Since we are not a franchise, our customers were free to add additional profit centers, services or equipment to offer their members much more than the competition.

FranBest: Explain the nature of the Pace Fitness Equipment product line. How does hydraulic equipment differ from typical exercise machines?

Rande: Hydraulic resistance basically accommodates to the effort of the user; the faster/harder one pushes, the more resistance they encounter. PACE hydraulic machines provide concentric only resistance; there is no eccentric (or negative) resistance which allows each hydraulic machine to work opposing muscle groups in a “double-positive” fashion. The fact that there is no “fixed load” with hydraulic resistance allows for safe “fast anaerobic” exercising.

Note that every weight stack company recommends to use their equipment in a “smooth, controlled manner” while we recommend to use our machines as quickly as you can at your own “pace”. This type of fast exercising cannot be done safely with typical weight stack machines; you will either tear a muscle if the weight is too heavy or if it is too light, you will be throwing the weight in the air and catching it on the way down. Hydraulic resistance provides a combination of a safe muscle toning workout with a high calorie burn cardiovascular workout in a time efficient 30 minute program.

How does Pace Hydraulic Fitness Equipment differ from other hydraulic machines? What are the advantages to the fitness club member? How about to the owner?

Rande: What sets PACE equipment apart from its franchise competition is the fact that our hydraulic cylinders are adjustable and feature a dial that controls the amount of hydraulic fluid to be able to increase or decrease the resistance as needed. This allows our equipment to accommodate a wide range of fitness levels at the same time and also prevents members from hitting a plateau. These are huge advantages to the club owner as well as their members.

Member retention is one of the biggest problems club owners face. If a member hits a plateau and has stopped enjoying results, she will get frustrated, bored and eventually drop out. With PACE equipment, once a member has maxed out on setting #1, they just click the dial to #2 and it takes them to a whole new fitness level. Small clubs are successful long-term only if their members continue to get results and become walking testimonials- and bring in their friends.

Another huge advantage for the club owner of using adjustable PACE equipment is to be able to attract new members. Some of our customers offer a combination of women only hours during the day, then coed hours in the evening. Let’s face it, there are just as many out of shape men out there as women and many of them are just as intimidated to go into a hardcore club. It makes sense, especially in a small town, to try to appeal to as much of the population as possible. Again, since we are not a franchise, our customers are not locked into a cookie-cutter formula only; they have a huge advantage of being free to appeal to their unique markets by offering additional services, products, equipment, etc.

We provide a preferred vendor list as part of our marketing package to help customers find key suppliers (without getting any kick-backs).

FranBest: What are some of the fitness clubs that are using Pace Fitness Equipment products in their clubs?

Rande: One of our biggest areas of growth right now is selling into markets where a Curves club has just gone out of business. There may have been 50-60 loyal members who loved working out but have been left high and dry; maybe this was not enough members cover the high franchise fees, but usually more than enough to cover basic expenses.

One such customer, Kimberly Ellingsen, from New Image Fitness in WI had over 50 former Curves members signed up before she opened her PACE club, then recently had her grand opening and signed up dozens of new people. As a former Curves member, what she values most about our equipment is the superior quality over what she was used to. She told me “There is a difference of night and day in the quality of PACE equipment over Curves. Every one of my members who was a former Curves member loves it! Showing them how they can change the resistance quickly and easily is one of our best selling points”.

FranBest: Tell me about the service philosophy of Hydraulic Fitness Products. What kind of service and support do you provide? Do you provide value other than supplying equipment?

Rande: My philosophy in business is borrowed from Zig Zigler, who said “You can get anything you want in life if you help others achieve their goals”. If I help my customers become successful, then I will ultimately become successful. They will buy from me again when they open their 2^nd and 3^rd clubs and they will tell others about PACE.

I used this same philosophy in my own clubs- if I help a member achieve their fitness goals, then I will keep them as a member and they will bring their friends in. I encourage my customers to adapt the same philosophy in their clubs.

Another one of my favorite sayings is that “there is no monopoly on brains.” Running a successful club is not rocket science, but there are industry-proven tools and steps that should be taken to ensure success. My job is to provide these tools and training to my customers; their job is to utilize the tools that they feel will work best for their markets.

I also encourage my customers to network together on our PACE Facebook Group page to share ideas, success stories, etc. I can’t see paying a high franchise fee for years when we provide the same type of fitness industry tools. Kimberly from New Image Fitness also said “The marketing tools in the PACE package gave me everything I needed for a successful grand opening.”

She also appreciates the personal attention she received. “Being able to call the owner of the company if I have any questions is incredible customer service!”

FranBest: What differentiates your company from other equipment suppliers in the industry?

Rande: Quite frankly, there have been several knock-off companies who jumped on the hydraulic equipment bandwagon in the last few years to try to capture some of the Curves business; some of these companies did not even exist 2-3 years ago but they profess to be experts in this industry.

What separates PACE from these suppliers is our track record, knowledge, quality and personal-touch customer service. The personal touch is one of the key factors that separates small circuit clubs from large health clubs; I’ve tried to apply the same philosophy in my business. We may be a few hundred dollars more in cost, but there are no hidden surprises with PACE (no assembly needed on machines, cylinders that work, etc).  And whenever one of the club owners has a problem or a question, they can feel free to call me, the President, directly.  How many of the big franchise chains can make that claim?

FranBest:  How can club owners and prospective club owners find out more about Hydraulic Fitness Products and PACE equipment and support programs.

Rande: The best way is to email me, in confidence, at PaceEquipment@gmail.com.  Include your phone number and a little bit about your plans, such as whether you’re looking to start a new club or add on to an existing program.  I’ll email you information confidentially and with no obligation.

FranBest:  Thanks, Rande

Rande: Thank you.

To learn more about PACE and PACE For Kids exercise equipment, email Rande at PaceEquipment@gmail.com.  Also, visit the PACE website at http://www.pacegroupexercise.com/.

Anyone who has had the privilege to work with Frank knows that he works tirelessly in a number of non-profit areas, including health issues, world hunger, business development and opportunities for minorities.

Feel free to share a word of congratulations or support for these causes below.

LONG ISLAND BUSINESSMAN FRANK MITCHELL CORSO, JR. RECEIVES ECONOMIC DEVELOPMENT AWARD IN CELEBRATION OF DR. MARTIN LUTHER KING, JR.

WASHINGTON, DC – On Monday, January 18, Long Island business leader Frank Mitchell Corso, Jr. will receive the Economic Development Award from the Dr. Martin Luther King, Jr. Birthday Celebration Committee of Nassau County in recognition of his contributions to the areas of business development and minorities in business in Nassau County and beyond.

“I am honored to receive the Economic Development Award in memory of Dr. King’s crucial work towards equality for everyone,” said Corso. “As we continue to celebrate his life and legacy, we must also recognize that there is still much to be done to realize his dream of a brighter future.”

A principal of Frank Mitchell Corso, Jr., and Associates, Inc., Corso sits on the Board of Directors of Friends of the World Food Program (Friends of WFP), as well as the boards of trustees of the American Kidney Fund and Long Island Transportation Management, Inc. As an authority on economic and business development, lending and franchising, Corso assists many businesses throughout the United States by providing expertise on business matters such as financing, business development, marketing and franchising.

“Through his work on the Friends of WFP Board of Directors, Frank is supporting the United Nations World Food Program’s mission of providing life-saving food to the world’s most vulnerable people, bringing us one step closer to Dr. King’s vision of a peaceful, stable world,” said Randy Russell, Chairman of the Friends of WFP Board. “Food is not only a civil right, but a basic human right as well. The fight against hunger is even more important now that hunger plagues over 1 billion people worldwide. On behalf of the entire Board, I congratulate Frank on this much-deserved recognition.”

Other 2010 honorees include Mark Bonilla, Henry Holley and Douglas L. Mayers. Each year the Dr. Martin Luther King, Jr. Birthday Celebration Committee of Nassau County honors people from the area that demonstrate the philosophy of Dr. King by displaying excellent leadership in the community and volunteering their time to improve the everyday quality of life.

The Dr. Martin Luther King, Jr. Birthday Celebration Committee’s 25^th Annual Luncheon will take place on Monday, January 18 at the Long Island Marriott Hotel, 101 James Doolittle Boulevard, Uniondale, New York. For more information please contact Rodney McRae at 516-571-5977.

For more information, visit: http://www.mlknc.org/Home_Page.php.

###

Friends of the World Food Program (Friends of WFP) is a U.S.-based nonprofit, nonpartisan organization that focuses on building support in the United States for the United Nations World Food Program (WFP) and other hunger relief operations. Friends of WFP unites organizations and individuals committed to solving world hunger. Our education, advocacy, and fundraising efforts in the United States support WFP’s life-saving global food assistance and development programs. To learn more visit www.friendsofwfp.org.

WHAT DO YOU THINK?  SHARE A COMMENT BELOW.

As President, Garth Snider has a unique view of the franchise marketplace and the shifting behaviors and interests of franchise buyers.

Garth shared the following observations, insights and predictions with FranBest.com.

FranBest:  What types of franchises attracted the most interest in 2009 ?

Snider: As far as categories, Food still receives the most inquiries.  But business services is coming on strong.  Senior care and in-home health care continue to do well and will probably for the foreseeable future.  Child related franchises and auto related franchises (products and services) seem to have given up some ground in 2009 vs. 2008.

In terms of investment level, franchises that have an “all-in” cost below 100k are far and away doing the best.   80% of our franchise inquiries are for concepts with an initial investment below $100,000.  These concepts are less likely to need financing and thus are more in demand.   Businesses that can be run from home and/or run as a second source of income are also doing very well.   Vending concepts are very popular right now as well as they fit both of these profiles.

FranBest:  Can you name a few FranchiseOpportunities.com advertisers are attracting strong interest?

Snider: The Drug Test Consultant and Yo Naturals vending.   As to the former, this company sold 10 deals from FranchiseOpportunities.com alone this month.  The owner is doing 15 deals a month.  Both companies have increased their advertising spending with FranchiseOpportunities.com recently as well- a good sign of profitability.

FranBest: How is the credit crunch affecting franchise selection?

Snider: There is still a lot of interest in the food franchises but the entry point is prohibitive for many given the credit crunch.  Coffee franchises continue to draw a lot of interest and new concepts continue to come on the scene.   This is an industry that I think is one to keep an eye on.  The bloom is off the rose a bit for Starbucks, I would argue, and I think the challengers (i.e. smaller coffee franchises) can make some good headway in the years to come.

FranBest: Is the aging baby boomer demographic still creating opportunities?

Snider: Definitely.  In-home senior care is doing very well.   They are mostly under 100k and they have a product that many people need, not just want.   There is demand for this product and the supply (number of concepts) has increased more than any other industry that we have in the last two years.  These too have increased their spending with us.  The best example is Right at Home.

FranBest: Thanks for sharing your observations.

Snider: Thanks for the opportunity.

WHAT FRANCHISE TRENDS ARE YOU SEEING?  SHARE A COMMENT BELOW.

In Why Franchises Fail & What to Do About It Part 1, I posted a disturbing ode to franchise failure I discovered on Twitter.

The author, a print shop franchise owner named Jenny, posted 5 total Tweets.  In the first four Tweets, she revealed that she spends her days passively waiting for customers, gazing out the window, playing on the Internet… doing just about everything except marketing or any other activity that might bring her business.

In her last Tweet she angrily blamed her franchisor for her lack of success, and referred to her franchise agreement as “a deal with the devil.”

I invited readers and franchise industry experts to share their opinions on a situation that will inevitably lead to conflict and failure for both franchisee and franchisor.

The consensus is that this situation was (unfortunately) not all that uncommon, that the blame is shared by franchisee and franchisor, and that the situation could have been avoided with more honest and thorough due diligence by franchisee Jenny, and with more effective screening, stricter selectivity, better training, support and enforcement by the franchisor.

“We don’t sell franchises.  We Award them.”

Franchisors are fond of saying that they don’t “sell” franchises, they only “award” them to individuals having the attributes needed to be successful with their specific franchise concept.  Obviously, the only success criteria Jenny met was the “fog the mirror” test.

There are few businesses as fiercely competitive as the printing business.  Like other competitive businesses, print shop franchisees better have a penchant for – if not a love of – aggressive sales, marketing and customer engagement.  All of our contributors agree that Jenny is the wrong franchise owner for the challenges ahead.

Joel Libava, owner of Franchise Selection Specialists and author of The Franchise King Blog, writes:

Unreal. to sit in a B2B franchise store, and waaaait for business to come rolling in. Like the franchisor is going to just make that happen..
1. Shame on the franchisor for not digging deep enough, and at least doing some type of sales profiling tool.

2. Shame on the franchisee for not doing her due diligence. (Starting with what her skills are!)

This happens more than folks think.

Joel Semanko, franchisor of the startup franchise Cool Cycles, writes:

…how does someone with this type of attitude even get a franchise? …franchising is a two way street and both parties should want to be on the road!

Some blamed the franchisor for simply selling a franchise to anyone who can meet the financial requirements – and not screening for the personal and professional attributes they know are needed for success.

Franchise consultant Craig Slavin, of Franchise Central, writes:

This is a perfect example of a franchisor engaged in the practice of just selling franchises… this franchisor is simply collecting fees.

…there is no such thing as a good or bad franchisee. There are franchisees that match and those that mismatch with the business model.

Legitimate franchisors are the ones who carefully profile their existing franchisee population and using their own performance metrics create a standard for which all inbound candidates are measured to.

The others are probably going to go away and take many unfortunate people, such as Jenny, with them.

Robert Bilotti, Managing Director at Novita New Employee & Franchise Training agrees, but also adds that Jenny may have simply interviewed well, and that the franchisor lacked the tools to test on a deeper level. writes:

This is more than likely a case of a franchisor simply seeing dollar signs and taking on any franchisee. The only other scenario is that Jenny fooled them all. Similar to when someone is great at interviewing and lands the job, but then performs poorly… Many franchisors wrongly assume franchisees know about sales and marketing or ever that they actually have to (gasp) get out there and sell and not just hang up the ‘open’ sign… A lesson for us all… never assume a franchisee knows anything!

John “Doc Franchise” Wilson, who blogs at The Franchise Doctor’s Office, concurs:

I can see and agree that the franchise company missed something in the selection of this candidate. Craig may very well be right and this particular franchise might be simply sniffing for franchise fees.

But, in my experience it is just as likely that they got a great interview. We have all had one or ten of these kinds of candidates. They feel they are on a job interview and they are really great at giving up the right information…

I urge the franchise consulting firms to truly come up with the right tools to “REALLY” profile their candidates. Many people simply are not, nor should they be at this time in their business development maturity franchisee’s…period! Not just with the wrong franchise…but at all! Find THAT out first and then make sure that the instruments you use don’t merely measure personality type or leadership type but those things that create the foundation for success internally within an individual or organization. This is no small task but… it is doable with all we know and all we can determine in the twenty-first century.

Joe Mathews, founder of Franchise Performance Group and co-author of “Street Smart Franchising” writes:

The franchisor didn’t either properly communicate what it takes or didn’t check in to see what the franchisee thought. This is often what happens when you have a franchisor who “sells franchises” rather than one who carefully screens and educates candidates. The franchisor apparently lacks one or more of three things.

One, a step-by-step recruitment process to educate candidate about the company and opportunity
Two, franchise salespeople who have not been effectively trained as recruiters
Three, poor departmental leadership. No one watching out for the franchisor’s candidates best interest.

This is a highly avoidable lose/lose situation.

Mike Sobol, founder of The Collaboration Lab & blogger at The Big Brain Theory writes:

I believe that the fundamental issue here is one of denial. The franchisor and the franchisee are both guilty of it.

I have zero doubt that there were red flags along the way by both parties. I have zero doubt that SOMEONE at the franchisor questioned signing the candidate and I have zero doubt that the franchisee did hear a thing or two about marketing, and that despite owning the RIGHTS to run a print shop, she knew she had no right to print money. None of that will stop people from being lazy, believing what they want to and regressing to the mean.

While Fred Berni, founder of Dynamic Performance Systems, lays most of the blame on the franchisee’s lack of due diligence and poor judgement, he acknowldeges that franchisors sometimes fail to maintain high selection standards.  He writes:

Yes, the franchisor could have and should have done a better job of selecting. They should never have accepted Jenny as a franchisee. They could have avoided this right at the beginning by stressing the heavy marketing/sales responsibility during the first interview and suggested you talk to other franchisees about what they have to do on a daily basis…

In an ideal world, franchisors would live their words about “awarding” rather than selling franchises, but realistically, many franchise sales people are under a lot of pressure to lower their standards. Whether times are good or bad, many franchisors use a business model that depends on the franchise fee to meet operational expenses. Of course doing so is a very short-sighted approach to selection, but it meets today’s financial needs.

…Bottom line? In this case 90% Jenny’s fault and only 10% the franchisor’s fault.

[Read Fred's full comment]

As unfortunate as the situation is, most agree it was avoidable.  Flo Schell, founder of Franchise Coaching Systems, writes:

There is no question both franchisee and franchisor are suffering in this case, and needlessly so.

Long-term success in franchising is dependent on creating a win-win-win situations between the franchisor, the franchisees and the franchise service providers who serve both.  However, without due diligence and proper qualification prior to engagement, the franchise marriage is doomed to fail.  And like traditional matrimony, when one side fails, all sides fail.

WHAT DO YOU THINK?  SHARE A COMMENT BELOW.

Whether you are a franchisor, franchisee, future franchisor or franchisee, or service provider to ‘zors and ‘zees, it’s safe to assume that you want to succeed.

In order to understand and implement the principles of success in franchising, it’s essential to recognize the attitudes and behaviors that so often lead to conflict and, ultimately, failure within franchise systems.

As a 20 year veteran and a daily student of franchising, I’ll share my beliefs and observations on the subjects of franchise successes and failures in this multi-part series – and welcome your thoughts, questions and comments at the end of each blog post.

The inspiration for this series of posts came to me in the form of a short Twitter message by a franchisee named Jenny:

“Never ever get involved in a franchise,” Jenny tweeted this morning, “I have signed a deal with the devil.”

What Satanic franchisor was tormenting this poor woman so? I wondered.

I clicked on Jenny’s message and was transported to her Twitter page. In just five short Twitter entries, Franchisee Jenny had created one of the most compelling, revealing and depressing franchise cautionary tales I have read.

Here is the content of her entire Twitter page with her picture; only her location, identity and franchise name have been obscured:

Name jenny —–

Location ——-

Web —–.com

Bio Run a print and design company in —–. Desperate need of interesting conversation

12:59 PM Mar 10th Sitting in my print shop waiting for a sudden onslaught of customers

12:13 PM Mar 18th looking out of the window watching the world go by

7:29 AM Mar 20th Wondering if there is likely to be any work t do today. Might actually have to attempt some marketing

1:09 PM Mar 23rd I have just spent ages picking my favourite top 5 albums on facebook. Now I have finished and everyone can see, I feel a bit pretentious

7:58 AM Nov 24th Never ever get involved in a franchise I have signed a deal with the devil

Jenny is the poster child for franchise failure.  Despite the fact that she owns a small business in one of the most fiercely competitive segments of the service industry (printing), she seems content to just wait for fate to decide whether her business will succeed or fail.

Instead of posting a photo that shows that she’s an energetic professional eager for your business, Jenny displays herself slumped lazily on her couch.

Instead of making sales calls, attending Chamber of Commerce networking events, or putting on seminars, Jenny prefers to wait in her shop “for a sudden onslaught of customers.”

Instead of dropping by new businesses in town or bringing donuts to customers she hasn’t seen in a while, Franchisee Jenny is “looking out of the window watching the world go by.”

Rather than sending out email blasts, postcard mailings or putting together a webinar, Franchisee Jenny is “spending “ages” picking her favorite albums on FaceBook.

Rather than using Twitter to find and follow hundreds of potential customers in her area, Franchisee Jenny follows 22 “people” that include Neil Diamond, The Ellen Show, John Mayer, Britney Spears, Martha Stewart, Demi Moore, 10 Downing Street & Barack Obama.  She’s built a following of 14 followers consisting of a few spammers plus Britney Spears & 10 Downing Street.

When Jenny’s printing business fails (as it surely will, barring divine inspiration and/or intervention), she will lay the blame entirely upon the terrible economy, her greedy landlord, unforgiving lenders and vendors… and especially on her evil franchisor.

In franchising, success is a team effort.  Unfortunately, so is failure.

You don’t need a crystal ball to see what is going to happen next.  In the printing industry (as in many others), aggressive marketing, efficient operations and diligent customer service are critical for success in the best of times.  In a down economy, they’re a matter of survival.  Printing franchisees who spend their days gazing out the window waiting for an onslaught of customers are not long for this world.

Jenny’s print shop franchise will likely fail.  She will likely lose her investment, her credit rating and perhaps her home.  The lenders will end up with a defaulted loan, the landlord with an empty space and no rent monthly check, and the vendors with more used, repossessed equipment in their warehouse.

The franchisor will lose the future royalties due from the now-bankrupt Jenny;  they’ll lose her store’s contributions to the advertising fund and the system’s buying power, and their reputation will be damaged in that market.  In time, they may resell the territory to a new franchisee, but every franchise failure is a black mark on their record, one that must be disclosed to future potential franchisees.

Fingerpointing, hard feelings and, possibly, litigation will follow.  Franchisee Jenny will blame the franchisor for making unrealistic promises, not providing enough support and, in short, not making her successful.  The franchisor will blame Jenny for not following the system, not promoting her franchise and, in short, not taking responsibility for her own success.

Both, probably, will be right.

Simply blaming Jenny for her lack of motivation, accountability and sales & marketing acumen is easy but short-sighted.  Many critical questions remain:

How did someone as ill-suited to be a printshop owner as Franchisee Jenny end up in this situation?

Could the franchisor have anticipated this result with a better franchisee screening and selection process?

Could the franchisor have reoriented Franchisee Jenny with a better marketing and sales training program and requirements?

How did Franchisee Jenny get the idea that fate – not her own hard work – would provide an onslaught of customers?

Could the franchisor have mandated sales and marketing programs that Franchisee Jenny would be required to follow?

What else could have been done to prevent this situation – or can now be done to keep it from becoming worse?

Also read: Why Franchises Fail & What to Do About It Part 2

WHAT DO YOU THINK?  PLEASE SHARE A COMMENT BELOW.

Oxi Fresh Carpet Cleaning® is a rapidly growing carpet cleaning company that offers a low-overhead, home-based franchise opportunity to qualified individuals.  Oxi Fresh’s unique franchise program includes use of a green cleaning method,  innovative marketing, and a nationwide call center that schedules all the sales appointments for its franchisees.

[Pictured, left, Jonathan Barnett, MBA]

*    *    *    *    *

FranchisePick.com:  So, Jonathan, how is Oxi Fresh® faring in this tough economy?

We’re doing very well, and growing steadily.  We first franchised Oxi Fresh in 2006. We started out with one location in Denver and, by the end of 2008, had a total of 87 locations. As of June, 2009 we had 108. We are growing very fast and expect that our numbers will have grown exponentially by the end of 2009.

We are targeting to grow at around 50 new franchisees a year. We do not want to grow more than 60 or less than 40.

FranchisePick.com: That’s impressive growth in a recession.  What are the factors contributing to your success?  What need are you filling?

Oxi Fresh Carpet Cleaning® operates as part of the service industry that’s always in demand. Customers want a cleaning method that is safe, effective, and affordable, which is exactly what Oxi Fresh Carpet Cleaning® provides. Our all natural, biodegradable products are safe for children and pets, yet tough on stains. Being the “stain removal experts,” we’re confident that if we can’t get a stain out, no one can.

Also, we don’t have hidden fees like many other companies which is something our customers love and appreciate. They can rest assured knowing that they are getting the best service at the best price.

FranchisePick.com: What is the appeal of the Oxi Fresh franchise opportunity?

Several things come to mind:  Our turnkey business model.  Our tested and proven marketing strategies.  Support from our dedicated call center.  Great repeat and referral business.   And the fact that it’s a low overhead and easy-to-operate business.

FranchisePick.com:  What have you done to keep the initial franchise investment and ongoing expenses low?

First, Oxi Fresh was designed to operate as a home-based business. Our services and business model eliminate the need for a store front, making it much more affordable for franchisees.

We are able to keep the initial cost of investment low by offering franchisees a home based system and not requiring the purchase of company vehicles. Our royalty structure allows us to charge our franchisees a flat low monthly fee, rather than a percentage of sales like other franchising systems.

FranchisePick.com: Where are you looking to expand? What types of markets and demographics work best?

We are looking to expand anywhere in the U.S. where a protected territory is not already sold. Rural and urban areas both work well, but we will make specific suggestions depending on what that particular franchisee is looking to get out of their business.

FranchisePick.com: Tell us a little bit about the kind of person who would make a good Oxi Fresh franchise owner?

A good franchisee is someone with superior ethics that understands the importance of delivering unmatched customer service and end results. Our owners are not interested in gaining a one-time customer but retaining a lifetime customer.

FranchisePick.com: What are the backgrounds of some of your franchise owners?

Our franchisees all have very different backgrounds, ages and education. Some started fresh out of college, while others left traditional business careers in search of an opportunity that would be both financially and personally rewarding.

FranchisePick.com: What qualities are important to you in selecting new franchisees for your system? What makes a good franchisee?

Our franchisees need to service minded and be dedicated to upholding the integrity of Oxi Fresh. This means providing the absolute best customer service and following the Oxi Fresh Carpet Cleaning® business model.

FranchisePick.com: What do you see as being the greatest non-financial rewards of being part of the Oxi Fresh franchise family?

Our nationwide call center takes all of their calls and schedules all of their appointments freeing up time and money the franchisee would have to invest otherwise. Our turn key business model allows franchisees to own a business rather than work an exhausting job. Combined, these benefits give franchisees more free time to do as they wish and in turn provide a greater quality of life.

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Contour Creations Inc. (ContourCreationsInc.com) is a family owned and operated business that manufactures hand-crafted upholstered vinyl fitness pads and rollers for Curves For Women fitness clubs. They offer our pads in black as well as 9 different colors. Their priority is to cater to the needs of Curves franchise owners and their clubs.

The two main players in this operation are Jen and Karl. With past careers of accounting and teaching, Jen is ideal for the job of office manager, doing the accounting, marketing and being the all round trouble shooter. Karl has ten years experience in upholstery, including expertise in a range of things from boat seats, to antique furniture, to Curves pads. Karl oversees the production of the pads and is the shipping and quality control department.

FranBest interviewed Contour Creations Inc. co-founder Jennifer to learn more.

FranBest: How and when did you first come up with the idea for the Contour Creations Inc product line? What was the initial reaction?

Jennifer: Karl gets credit for the initial idea. He had taken a contract with a Curves club in BC six years ago to reupholster their entire club. In the process of remaking the pads, he thought how boring it must be for all the owners and members to only have the color black available to them. He saw how colorful the rest of the club was, and then he looked at the pads and felt they didn’t fit. Speaking with the owners in his area, he found his idea for colored pads was a hit. He received immediate interest and got to work on reupholstering with color.

FranBest: Over the past 6 years, how has the Contour Creations Inc. product line grown and evolved?

Jennifer: Initially we didn’t even make fitness pads; rather our service was to reupholster the old pads in black and color. However, owners kept enquiring if we sold new pads as well, which got Karl to thinking. It didn’t take long for him to have a full line of all the pads available. For the first few years all the boards and foam were cut by hand, which worked, but costs and time were high, and keeping consistency was difficult. Over the past six years we have done a lot of R & D, and have refined the process. Now all of our materials are precision cut, and we have trained upholsterers working hard to keep up with orders. We are continuously working to improve and expand our product line and services, and are always happy to receive feedback from managers and owners.

FranBest: Today, what Contour Creations Inc products are available for Curves owners?

Jennifer: All the fitness pads and rollers for the Curves machines are available through Contour Creations Inc. As well we have sheath covers to protect back pads, and wedge cushions and seat cushions. We have a few new products in the works, but don’t want to blow our cover until they’re ready for launch.

FranBest: What are the color choices?

Jennifer: Black, Deep Violet, Forest Green, Grotto Green, Royal Blue, Oak, Cinnamon, Grey Stone, Burgundy and Claret

FranBest: How else do your pads differ from the standard-issue pads?

Jennifer: We have designed a new kind of roller pad that is completely upholstered in vinyl. This means that no foam is exposed resulting in greater durability, as no chunks get ripped off during use. The upholstered vinyl also slows down the process of the foam breaking down, as well as makes it easy to keep the pads clean and sanitized.

Another product we’ve come up with is a 2” hybrid-foam squat pad. The two differing densities of foam allow for comfort as well as proper resistance thus stopping members from “cheating” when using the squat machine. We also offer the old style 4” upholstered squat pads that have been discontinued by the leading supplier of Curves pads. In the past month we have also added the option of a more slippery vinyl on seat pads, making sliding on and off the machines easier for members.

FranBest: How many Curves owners are using or have used Contour Creations Inc. products in their clubs? What do they value most about your products?

Jennifer: Currently we have over 150 clubs using our products. Features of our products and service that seem to be most popular are:

• Color options
• Competitively priced
• Upholstered vinyl pads, which have greater durability and a longer life than the pads sold by the leading Curves pad supplier.
• The vinyl is easy to keep clean and sanitized, unlike rubber molded pads.
• Our unique rollers and squat pads.
• Go green program that lets owners recycle old pads and shipping materials, while receiving a discount on future orders
• Shipping rates that are the actual cost of shipping
• Out attention to detail, prompt customer service, and quick shipment of orders.

FranBest: What do Curves owners say are the greatest benefits of using Contour Creations Inc. pads?

• They are more affordable
• They last up to 3 times longer than the leading brand
• They are easy to keep clean and sanitized
• Being hand crafted by professional upholsterers, they have a noticeably higher-end look and feel to them
• Our Go Green program for recycling old pads and shipping materials
• That the foam densities have been specially tailored in each pad to give optimum resistance during use.

FranBest: Do Curves owners usually replace a piece at a time, or do they replace all their pads at the same time? Are there advantages to refitting an entire club?

Jennifer: During the current economic situation most owners are only ordering replacement pads for pads that need to be retired. However as owners hold off on replacing pads, their clubs get into disrepair, which then in turn is noted by members, and memberships can lag. Ask any woman whether she’d like to work-out in a bright colorful club in good repair, vs. a club that has obviously seen better days…well the answer is obvious.

For owners that want to spice up their club with some color, without the big price tag, we have a promotion that gives 8 seat pads and 8 sheath covers in any color or combination of colors for only $425. As well, there are discounts of 10% for orders over $200, and 20% off orders over $500.

FranBest: I understand that Contour Creations Inc. is an eco-friendly company. Explain your “Go Green” program and what you do to minimize our ecological footprint.

Jennifer: At Contour Creations Inc., we are very conscious of our ecological footprint, and we make every effort to minimize it. We would like to put out a challenge to all eco-friendly Curves owners and managers out there, and in the process reward those who participate.

When a shipment of Contour Creation Inc.’s replacement pads is received, there will be a “Go Green” form in with the order. Here’s what to do:

- Enter your name, address, and email on the form.

- Put the new pads onto your machines, and rather than throw out the old pads, put them in the box, along with the Go Green Form, and ship it back to us. (We don’t accept rubber pads as they are not currently recyclable. Only ship back UPHOLSTERED VINYL PADS).

- Upon receipt of your old upholstered vinyl pads, we will email you a coupon code that will give you 15% off of your next order.

FranBest: What happens to the old pads and shipping materials?

Jennifer: The Apple-wood back board and attached hardware are reused.  The foam is recycled.  The box you sent everything back in, is recycled or reused if possible. The vinyl is not currently recyclable, but we send out a request to anyone for suggestions on how to keep it out of the landfills.

FranBest: Do club owners gain marketing advantages by giving their clubs a fresh look with Contour Creations Inc. pads? How do they help attract new members? Retain current members?

Jennifer: Allow me to answer this one with a storyabout one of our customers.  An owner in BC was telling me about her membership numbers going down, and members coming in less often. I suggested she try our “Splash of Color” promotion to freshen the place up. Three months later I phoned her back to see if the colored pads had worked and her happy response was that the members had been coming in more frequently. She told me they said it was a nicer environment to work-out in and that it made it more appealing to come in. She then went on to say that as the members began to come in more often, they started bringing friends in with them, who then in turn bought their own memberships.

FranBest: Are Contour Creations Inc. pads much more expensive than the standard pads?

Jennifer: No, in fact our pads are more affordable than the standard pads. We understand the pinch everyone is experiencing in these economic times, and have responded with lowered prices, promotions, and a shipping chart that charges the actual cost of shipping.

FranBest: What is this month’s promotion?

Buy four rollers and only pay for three. Look for the coupon code on our website.

FranBest: Tell me about the service philosophy of Contour Creations Inc.. What kind of service and support do you provide? Do you guarantee your products?

Jennifer: Our entire business is geared around catering to the needs of Curves owners. We are always available to answer questions, assist with orders, and solve problems should they arise. As we are always on the lookout to improve our products and services, any input from owners is greatly appreciated, and is often rewarded with a discount on the next order. Some things we have added to our service that has come about through requests of owners include; our Go-Green Program, our at-cost shipping rates, the color option Deep Violet, our new 2” hybrid-foam squat pads, and our fully upholstered rollers. We also have a few things in the works that will be launching shortly. We stand by our products and warranty against all manufacturing defects from 90 days of purchase.

FranBest: In the past 6 years, what sort of relationships have you forged with Curves owners? What are some of the frustrations they face? What have you done to try to help them overcome some of those frustrations?

Jennifer: In the past six years we’ll forged some lasting relationships and even friendships with the owners we work with. We empathize on the highs and lows that one experiences as a business owner, and the frustration that comes with a lack in support from higher up. Curves owners form a bond with their members. We form a bond with our owners.

Some of the challenges that frustrate Curves owners with regards to fitness pads include:

• a new inflated price list for rubber molded pads
• unreasonable shipping rates
• rubber molded pads that tear easily and can’t be kept clean
• excessively long shipping times
• old pads ending up in the landfills
• hard uncomfortable squat pads
• foam rollers that tear and can’t be cleaned

Each and every frustration mentioned above has been addressed and a solution implemented by Contour Creations Inc. If owners have a problem that we can solve, we make it a priority to solve it.

FranBest: How can Curves owners see and purchase Contour Creations Inc. products?

Jennifer: Come visit our website at www.contourcreationsinc.com. Our website has numerous pictures of our pads in different clubs as well as on-line ordering.

FranBest: What’s the next step for a Curves owner who is considering Contour Creations Inc. pads, but not sure.

Jennifer: First, come check out the website. (www.contourcreationsinc.com). We have all sorts of information and pictures on there to see. If an owner is thinking about adding color, but wants to make sure our colors are compatible with their club’s colors, we have color swatches with actual pieces of vinyl. Just send us an email request and we’ll mail it out to you along with a brochure. If an owner has questions or concerns they can always contact me by phone or email. Word of mouth is always good too. Put out a request for feedback on the Curves Owners Yahoo site, and find out firsthand what other owners think of our products. You won’t be disappointed.

FranBest:  Thanks, Jennifer

Jennifer: Thank you.

Contact Contour Creations Inc.:

Contour Creations Inc.
PO Box 90026
2002 Luxstone Blvd.
Airdrie, AB
T4B 0A2
By phone: (403) 614-6469 (between 9 a.m. and 7 p.m. MTN)
By email: contourcreations@gmail.com

Website: ContourCreationsInc.com

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