FBR 50 Franchisee Satisfaction Awards: Pinch a Penny

1851: Why is franchisee satisfaction so important for your brand?

Adam Heflin, Franchise Development Manager at Pinch a Penny: Pinch A Penny Pool Patio and Spa was founded on the belief that only together can we achieve the kind of unparalleled success we've enjoyed to date.  Pinch A Penny prides itself on its “family-owned” culture, providing franchisees and their employees with all the necessary resources to carry on its tradition of quality, reliability and expertise in a fun, family-oriented atmosphere. Our franchisees benefit from a strong franchise opportunity with reasonable business hours, allowing for more flexibility and time for family, friends and involvement in the community.

It is important to us that our franchisees receive an unmatched level of support from inquiry to opening, in all aspects of owning and operating a Pinch A Penny Pool Patio and Spa, which includes sales training, business management and an in-depth understanding of the technical aspects of the pool and spa industry. It’s imperative that our owners feel supported during every step of their business and we make it clear that we’re in this together.

1851: How does your brand leverage the information and data that comes from Franchise Business Review's franchisee surveys?

Heflin: As a testament to our commitment to our owner’s success and expertise in the pool and spa industry, the awards and accolades from Franchise Business Review’s surveys play a huge role within our franchisee recruitment process. Customers and franchise organizations alike have recognized our brand as one of the best and leading franchises in the U.S., which we use to market and leverage at industry conferences, discovery days and various online and print collateral.  We also utilize the feedback and data that we receive from FBR survey’s to listen to our franchisees' opinions in order to constantly learn and evolve our system and business model.

1851: What steps does your brand take to receive such high marks when it comes to franchisee satisfaction?

Heflin: Having a rigorous and thorough selection process in place for our prospects ensures that our current and future owner-operators have the same values and goals that are aligned with our brand, which ultimately leads our franchisees to define success the same as we would. We work hard to help our prospective franchisees get to know who we are and what we are, so they can be certain our partnership is the right fit well before opening. We also offer our owner operators a comprehensive training process and on-going support in order to maintain the highest standards of quality and reliability within our proven business model.

1851: What is your top tip or piece advice for brands looking to improve their level of franchisee support?

Heflin: Always make sure your company’s culture and philosophies are clearly communicated. At Pinch A Penny Pool Patio and Spa, our “family-owned” culture means that we can only be the best by having franchisees to partner with in serving our customers. We see franchising as a vehicle to deliver the best service to our customers.

1851: How is your brand going to build on this recognition and success going forward in 2018?

Heflin: As America’s largest retail pool supply and service franchise, it’s our mission to provide the best pool store and service experience in the markets where we compete. As we continue to grow, we will use this recognition to establish business partnerships with hardworking franchisees that are as passionate about the pool service industry and serving their communities.