Business: Top franchise taps into service creed

The team at Pirtek Wanganui has been named the group's franchise of the year. From left are co-owner Jess Hatfull, hydraulic technician Paul Murrell, salesman Wayne Riddiford, Melanie Watt (administration) and co-owner Jason Hatfull. Photo/Stuart Munro

It's hard to beat good service as Pirtek Wanganui has proved by being named franchise of the year at the Pirtek national conference this month.

Jason and Jess Hatfull took over the hydraulic hose franchise eight years ago and were soon making their mark, picking up most improved franchise awards in 2011, 2012, 2013 and again this year.

But Mr Hatfull said being named top dog capped them all.

"It's a feather in our cap, for sure," he said.

"It's all about service. If you're ringing us during the week, we'll make sure we look after you in the weekends as well."

They beat 17 other franchises to win that national award.

"Business is growing for us, and we're always looking ahead at our next goals and how we're going to achieve those," he said.

The Hatfulls have had the Pirtek franchise and been covering the region for about eight years, specialising in hydraulic and industrial hoses and fittings.

Initially, Mr Hatfull's depot was his truck but in 2012 he and his wife put down roots in a permanent depot in Wilson St. From a solo operation the business now includes three staff, two service trucks on the road, a workshop and the showroom.

The shop front means they stock a range of hoses, brass fittings, automotive products, waterblaster fittings and lubricants as well as a range of environmental products.

"We offer good, old-fashioned service. That is, if it's not right, then we'll put it right. We tick all the boxes," he said.

"Our customer base has grown significantly in the past two years and that can be attributed to our higher profile but more importantly our customers' awareness that we're a service-related company and we actually do what we say."

At the awards ceremony Pirtek general manager Chris Bourke said the judging panel was highly impressed with the dedication of the Wanganui couple, running a successful business and raising a young family.

Mr Bourke said the franchise of the year was judged on criteria including presentation of premises, attitude of the franchisee, local marketing, general business operation and spirit within the franchise.

"Wanganui was level-pegging with two other franchisees, but due to their scores in the 'most improved' section and their higher than average growth in sales, this put them ahead."

Pirtek began in Australia in 1980 and opened in New Zealand in 1995, targeting customers in the earthmoving, construction, manufacturing and production industries.

The franchise model has been exported to China, Singapore, South Africa, the US, Netherlands, Germany, Canada and Britain.