Yorkshire siblings, Dez Ward and Emma Lea, have been announced as finalists in the Customer Service Franchisee of the Year category of the bfa HSBC Franchisee of the Year 2016 awards.
Second generation Franchise Owners, Dez and Emma, took over MOLLY MAID York & Harrogate from their parents in 2010. In the past six years, Dez and Emma have grown their domestic cleaning business to remarkable heights. In the last two years alone they’ve added over 900 new customers and grown the amount of cleans per year to over 10,000! The result has been an impressive 30% growth in annual sales – the highest growth in the organisation.
Central to their success has been their commitment to instilling a culture of customer service through every aspect of their business. Speaking of their success Dez and Emma said, “Our success can largely be attributed to our passion for customer service. We’re really proud of the business we’ve built and thrilled to be finalists in the bfa HSBC awards.”
Since taking over the business, Dez and Emma have put in place rigorous processes to ensure every customer has the best possible customer experience with them, “it’s about providing exemplary customer service all the way through the customer’s journey. From promptly and professionally answering their initial enquiry, to ensuring our teams of maids are thoroughly briefed before carrying out the clean, to regular customer care calls, all the details matter.”
Dez and Emma are one of four Franchise Owners vying for the title of Customer Service Franchisee of the Year. They are also one of twenty in the running to be announced as the overall UK Franchisee of the Year 2016. The winners will be named at a black-tie ceremony on Thursday 29 September at Birmingham Town Hall.
If you’re an ambitious, driven individual, why not follow in Dez and Emma’s steps? Please contact Aaron Watson on email@example.com or call 0800 500 950 for details on setting up your own MOLLY MAID domestic cleaning business.