Personalised customer service wins award

By Wright Communications

A regional franchise owner within Fastway Couriers New Zealand, the Bonifaces have no individual courier franchisees. Instead they employ the staff of nine.

Their Masterton operation, which had already won them best Regional Franchise within Fastway, saw them take away the Best Business Services Award at the annual national Westpac Franchise of the Year awards from the Franchise Association of New Zealand.

"The customer comes first," says Therese. "While we have our defined roles, we are flexible and can work right across the business to provide a service."

"Everyone gets stuck in across all areas at peak times," says Russell. "Our focus is to ensure our customer needs are met no matter how high the volumes are, and we will each do whatever needs to be done to achieve this. Our goal is to continue to grow our franchise by providing a service to our customers that is second-to-none."

Working within a relatively small community has helped the business, says Russell. "We know most people in the community and support one another."

Building the business has relied on that network, with existing customers   recommending our business on the basis of the service we provide.

The Bonifaces bought the business five years ago, with Russell bringing project management experience from contract roles in Wellington,  and Therese moving away from a corporate banking career. Their son Grant is in charge of sales and the six courier van staff.

Knowing their market was also an important part of Fastway Couriers Wairarapa's success as they offer a same-day service supplying wine, bakery goods and other produce to the Wellington cafe and restaurant market, as well as into the Manawatu.

After submitting all the information required by Franchise New Zealand, Therese spent over an hour being interviewed once the business was short-listed for an award.

The Franchise New Zealand judges appreciated the way the family works in partnership with staff, customers and stakeholders. "Through this they have achieved their key focus of providing a perfect customer service whilst customising it to their customer groups and communities."

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