2008 Westpac Franchise Awards

What a Night!!!

The 14th Westpac New Zealand Franchise Awards

While the votes were being counted to decide who would be New Zealand’s next leader, the billion-dollar franchise sector was rewarding its top performers at the 14th annual Westpac Franchise Awards.

The highly contested Supreme Franchise System of the Year went to Paramount Franchise Services for their effective leadership and quality management systems at the black tie awards dinner on Saturday night. Paramount, the commercial cleaning company, was also awarded Business Services Franchisor of the Year.

The Supreme Franchisee of the Year went to Quest Newmarket for their ‘courage to take the organisation from being just another business to a business striving for excellence.’ For the second year running the 48-room, four plus star hotel also won the title of best Lifestyle Franchisee of the Year.

The dinner hosted by the New Zealand Franchise Association, showcased the outstanding performers from the past year in an industry that generates an annual turnover of more than $16 billion.

Estelle Logan, Chairman of the New Zealand Franchise Association, said this year’s awards attracted a 50% increase in entries – and that was on top of a record number of entries last year.

“Businesses were judged by nationally recognised criteria and the process was ‘vigorous’”, Mrs Logan said. “Entrants frequently strengthened their business processes over several years, by taking on board the judges’ suggested improvements, and came back to customer satisfaction with franchisee performance in the previous three years, leading to significant improvement and culminating in winning the Supreme Westpac Franchisor of the Year award.

Head awards judge Professor Gael McDonald commented: “I think it is critical in this economic environment that we can reward people at the forefront in their industry with the aim of improving standards and showcasing best practices in franchising.”

Professor McDonald also added it was particularly pleasing to see a mix of new and established franchise systems entering the awards. “The new and emerging systems are evidence of a healthy, growing sector, while the established systems are proof of businesses that are sustainable.”

“Franchising is very important to the New Zealand economy”, Professor McDonald continued, “as it provided new entrants an easy access into a proven and established business, with an inbuilt opportunity for mentoring, advice and guidance.”

And for businesses that wanted to grow, becoming a franchisor provided a framework for documenting all the business systems and to benefit from the input of franchisees. “In effect, everybody is working on your business.” The winning franchisee and franchisor of the year entries were good examples of this she said.

Supreme Award Winners

Westpac Franchise of the Year - Paramount Franchise Services Ltd

Effective leadership and productive service delivery have seen Paramount Franchise Services named New Zealand’s Westpac Franchisor of the Year for 2008. The company also won the Business Services Franchise System of the Year Award for 2008.

Judge Gael McDonald said Paramount delivered “the complete franchise package. It has excellent approaches, well deployed, for excellent results.” Paramount Franchise Services, which evolved from an Auckland-based business established in 1979, impressed the judges with its compliance and quality management systems, staff training and commitment to environmentally friendly cleaning and recycling.

 Westpac Franchisee of the Year - Quest Newmarket


Quest Newmarket Hotel has been named New Zealand’s best Franchisee, winning the prize at the 14th Westpac Franchise Awards. And for the second year in a row, the 48-room, four-plus-star hotel won the title of Best Lifestyle Franchisee of the Year.

High customer and staff satisfaction were vital in helping the Quest Newmarket hold on to its crown in the 14th year of the Awards, announced at a gala dinner at Auckland’s Rendezvous Hotel last night.  The award judges said the hotel’s leadership had “the courage to take the organisation from just being another business to a business striving for excellence”.

Special Awards

Westpac Service Provider of the Year - Franchize Consultants NZ Ltd

Past award winner - Franchize Consultants - regained their title as New Zealand's premiere Service Provider to the Franchise sector. Franchize Consultants are New Zealand’s largest and most experienced management consultancy providing specialist consulting advice and training services to prospective and existing franchising and license networks and have been employed by many of New Zealand's most prominent companies and franchise brands.

Judges commented that This is an experienced company which only uses experienced consultants. They have a very good understanding of client needs and well structured approach to developing customer knowledge.


Westpac Master Franchisee of the Year - Fastway Couriers Wanganui

Judges attributed Fastway Courier Wanaganui's win to their ‘outstanding’ business management and planning approach. Graham and Denise Clarke first joined Fastway Couriers as Courier Franchisees in 1993 and then capitalised on the opportunity to purchase the Wanganui Regional Franchise in 1999.

“Fastway Couriers Wanganui has continued to grow its customer base and revenue over the past 10 years. They have also had a very low rate of customer loss in comparison to the average for the industry. “The Clarkes have implemented some great systems and process in terms of keeping their staff informed and setting and measuring performance. They are very worthy winners of the Master Franchise Awards,” said the judges.

Category Awards

Business Services Category - Sponsored by BDO Spicers

Franchise System of the Year - Paramount Franchise Services

Judge Gael McDonald said Paramount delivered “the complete franchise package. It has excellent approaches, well deployed, for excellent results.” “Effective leadership processes and productive service delivery processes are the foundation of Paramount Franchise Service’s capability in striving to reach its vision,” judges said.

“Business performance metrics are in place) and demonstrate the beginnings of a balanced and rapidly-improving organisation and network."



Franchisee of the Year - Dalton Family Trading Trust  (Paramount Services)

A relatively new Franchisee to the Paramount Services Group. The Dalton Family Trust has a focussed approach to their productivity, training and delivery which has shone through in a business that is only 14 months old.

Judges noted that Ron and Pat Dalton have excellent communication tools in  place with Customers, Franchisor and Staff and are growing from strength to strength. Ron and Pat are very proactive with their customers. “We ask ‘What more can we do for you’ and our catchphrase is ‘Nothing is a problem.’”


Food and Beverage Category - Sponsored by Snap Printing

Franchise System of the Year -  Xpresso Delight New Zealand

Established by Stephen Spitz and Paul Crabtree in 2004 Xpresso delight has achieved phenomenal revenue growth over the last four years. Judges commented that Xpresso Delight shows many positive trends as an emerging organisation and have comprehensive systems in place to ensure that customer satisfaction.

The concept works by placing fully automated, gourmet coffee machines into workplaces free of charge, costing $1 per cup. The system is so effective that franchisees are promised to make a minimum 40 percent revenue return on capital investment within the first six months or their franchise fee is refunded.

Franchisee of the Year - Xpresso Delight Auckland

Established by Allan and Kay Parker in 2006, Xpresso Delight Auckland was the first Xpresso Delight franchise in New Zealand and has moved from strength to strength having achieved a sales growth of 16.8% for the 2007/ 2008 financial year. 

Judges noted: “The Parkers have made great progress in the first two years of business. They have taken a very contentious approach to customer relations, and are being innovative in how they can broaden and strengthen their product appeal to grow their customer base.”


Home Services Category - Sponsored by Franchize Consultants NZ Ltd

Franchise System of the Year -  Exceed Maintenance

The judges were particularly impressed with Exceed Maintenance’s business effectiveness and commented that: “It is clear that the company has a very good forward planning approach. The step by step business planning process has resulted in outstanding business results with most KPI targets being achieved or exceeded.”

“The flow on effect of Exceed Maintenance’s strong ‘team approach’ to their various franchise owners is great. This positivity is reflected through both their customers in their uptake of new services and their staff with the low staff turn over,” the judges continued.

Franchisee of the Year -  VIP Home Services Dannemora

Since starting their VIP Cleaning franchise in 2005, Colin and Serena Davids have established a reputation for providing a high quality and professional cleaning service. “This is a small business with committed owners, their focus on continuous improvement and outstanding service delivery was pivotal to them winning this award,” said the judges. 

The comprehensive VIP training programmes in place ensure that Colin and Serena’s work is always of the highest standard and there is a support network for franchisees to request business or personal support at any time


Lifestyle Services Category - Sponsored by Franchise NZ magazine and website

Franchise System of the Year -  Home Instead Senior Care (NZ)

Neil and Wendy Farnworth purchased the New Zealand system for Home Instead Senior Care franchise in 2005. In May 2007 the company began franchising and has grown rapidly to 7 franchise offices throughout the Country.

Judges said a great deal of progress has been made in a short space of time due to the level of commitment they have to the continuous assessment of their business and their staff through feedback, training, development and financial planning at annual, monthly, weekly and daily intervals. Home Instead are in a strong position to significantly impact the future of the Home Care industry in NZ. 


Franchisee of the Year -  Quest Newmarket

The award judges said that Quest Newmarket’s leadership had “the courage to take the organisation from just being another business to a business striving for excellence”. “There is a great sense of satisfaction among employees depicted in the fact that there is no need to advertise and staff are willing to bring in their friends to their workplace".

“The business has shown sustained performance and is poised to maintain it,” said the judges. It has good leadership, great systems and results."

Retail Category - Sponsored by The Franchise Coach

Franchise System of the Year -  Mr Rental NZ Ltd

The Mr Rental support office assists franchisees with marketing, business planning, financial advice, operational guidance, customized software and an established communications system. With over 50 stores throughout New Zealand and Australia the company has implemented a number of technologies to keep Franchisees as up-to-date on the business as possible.

Judges noted that “Mr Rental NZ has developed a culture of ensuring strong relationships exist between the franchisor and franchisee with a two way communication flow. There is also an emphasis on training the right people to fit the culture to make each franchisee successful”

Franchisee of the Year -  Mr Rental Hamilton - Waikato Appliance Rentals Ltd

Judges noted the Mr Rental Hamilton was particularly strong in the overall business effectiveness category. They provided a comparison of achievement  against New Zealand Network Average (NZNA) with their  results being well in excess of the NZNA average with a continuing positive trend.

Mr Rental Hamilton’s vision is to be the first choice in home appliance rentals and to provide customers with flexible renting solutions along with outstanding customer service, prompt delivery and fantastic backup systems.



Information for the 2009 awards coming soon. 

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