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Phil and Kate

The decision to go with PACK & SEND was based predominantly on the growth potential - we did not want to invest in a franchised business that was mature and where you had to fit into the gaps that existed rather than being able to take control

Phil & Katie Diacon
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Name:

Phil & Katie Diacon

Location: PACK & SEND Bristol Sales Office

Why did you go down the franchise route? And why did you choose PACK & SEND franchise?
It was a quick and easy solution to starting a business and would give us a good introduction. We chose Pack & Send because it was new and there were good opportunities to get involved with building brand awareness. We also saw that it had good growth potential in the UK.

The decision to go with PACK & SEND was based predominantly on the growth potential – we did not want to invest in a franchised business that was mature and where you had to fit into the gaps that existed rather than being able to take control.

We then began our due diligence which took several months. PACK & SEND insisted that we speak with existing franchisees, and allowed us to choose the ones we wanted to speak to. They were quite obviously transparent, and clearly confident about what they were providing.

What did you do before taking up your PACK & SEND franchise?
We were both in the Military as a pilot and engineer

How did you raise the finance?
Mostly from private funds but some came from the bank.

What training and support did you receive initially and ongoing?
PACK & SEND have a training programme which teaches you about the freight industry, how to pack the items, and how to run the store. They are always on hand to help sort queries and have been extremely supportive throughout the whole process even helping out in the store throughout the year.

What PACK & SEND provides is very positive support – what you get is a proven model that you can apply yourself to and make work. And, importantly, the PACK & SEND team is a strong one and if you’re willing to show the same level of commitment and work then they will stand right behind you and give you that support. One of the key elements for us was that we wanted to feel that we could do business with these people – and we can, because they share our own values.

What is a typical day for you as a PACK & SEND franchisee?
Our employee opens up at 08:30 and we do all the tracking of parcels in the system. We receive calls and enquiries throughout the day which we deal with whilst continuing to pack other items to ensure they leave on time. There are also collections to make and appointments with companies throughout Bristol to discuss their requirements. We finish around 17:30 – generally fairly tired!

What challenges have you faced?
We have to look quite far ahead to plan for the busy periods. Employing people has had the most challenges though. Dealing with several HR issues as well as the other aspects of business has been quite a juggling act.

Has becoming a PACK & SEND franchisee changed your life, if so how?
We have more flexibility in our life and aren’t under constant threat of visiting a sandy place which puts our mind at ease. It is still in the early stages at the moment so we are busy growing and just beginning to think about our second store.

What advice would you give to someone thinking of buying their first franchise?
Do your research into the franchise, the market, and the franchisor and use the opportunities to meet them as a job interview for them as much as you. You have to be able to work with them to make it successful. Also, be careful about your financial planning figures and always have a conservative estimate that still works before you commit.

What are your plans for the future?
To grow to a steady state and have another employee which we allow us even more flexibility and the ability to work on growing it further. Maybe even another store too.

Would you do it again?
Yes

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