The Great Franchisee: Michelle Duncan-Wilson, BIGGBY® COFFEE, Clermont County, OH

Michelle Duncan-Wilson is no stranger to the coffee industry. The former barista and coffee shop manager built a career out of her love for java. Now, she’s leveraging her passion for coffee to open her own coffee shop with BIGGBY® COFFEE, the 10-plus-unit coffee franchise out of Cincinnati. 

Duncan-Wilson was introduced to the fast-growing coffee franchise by a friend, a BIGGBY® owner who opened her second location just before the pandemic arrived last year. Duncan-Wilson was impressed with her friend’s success throughout 2020 and she says she saw in BIGGBY® a franchisor that cares about its franchisees and provides a wealth of support and resources when times get tough. So, she decided to become a franchisee herself.

1851 Franchise: Tell us your story – what did you do before franchising?

Michelle Duncan-Wilson: I was in the coffee industry for 10 years. I started as a barista at 16; it was one of my first jobs. I eventually managed several different coffee shops in the area before BIGGBY® COFFEE came to town. I stopped working 12 years ago when I started growing my family. Now that my kids are a bit older, I decided to start looking at different careers and investment opportunities. I was familiar with BIGGBY® COFFEE and decided to meet up with the Cincinnati/Northern Kentucky area representative, Shanna Novosel. She had a really great experience with the brand, and it further solidified my decision.

1851: How did you initially find out about franchising and what was your perception of franchising before becoming a franchise owner?

Duncan-Wilson: The coffee company I worked with before did not follow a franchise model. I was very comfortable with the corporate model and skeptical about the franchise model. I had my own preconceived notions of what a franchise would be like for customers and owners, but I didn’t know much about it. I think so many different franchisors run their companies in different ways. I’ve been very impressed with BIGGBY® COFFEE and how they support their franchisees.

1851: How did you decide you wanted to be a franchisee?

Duncan-Wilson: A friend of mine opened a BIGGBY® COFFEE in the area eight years ago, and she told me about her experience. I knew how much work it takes to open a coffee shop and that it is a big investment. That same friend opened her second location, and I just watched as her stores grew. I was impressed by the positive experience she had. After watching how her businesses did through lockdown while many businesses were suffering, I realized that this could be a viable option for me, too.

1851: How did you perform your research?

Duncan-Wilson: I didn’t look into any other franchise brands. I really wasn’t ever interested in opening a franchise. It was only after seeing my friend’s positive experience that made me want to do it. As for researching BIGGBY® COFFEE, I did a lot of online research to get a sense of the brand’s history. Throughout my research, I was really impressed with the company’s values and principles. I spoke with a few other franchise owners briefly, and I could tell that BIGGBY® COFFEE really supports their franchisees and cares about its people. 

1851: Why did you pick BIGGBY® COFFEE? What excited you most about the potential?

Duncan-Wilson: I felt confident in choosing BIGGBY® COFFEE after watching my friend’s success and doing my own research to get a sense of the brand. Everything about BIGGBY® COFFEE resonated with me. I’m most excited to start working with people again and start building relationships with customers, baristas and employees. I truly love connecting with people over coffee, and I’m thrilled that I get to provide that service.

1851: What advice would you have for others looking at buying a franchise?

Duncan-Wilson: Be sure that you are both mentally and financially prepared. There will be surprises along the way, but if you expect them, they won’t be so intimidating. 

1851: What do you do in your personal time?

Duncan-Wilson: I love playing classical guitar, and I’m an avid Spanish learner. 

About BIGGBY® COFFEE

BIGGBY® COFFEE, based in East Lansing, Mich., was started with a single store on March 15, 1995. One year later, and on the cusp of opening a second location, Bob Fish and Michael McFall, on a handshake and $4,000, decided to franchise the concept. BIGGBY® COFFEE’s cultural values of Make Friends, Have Fun, B Yourself and Share Great Coffee help coffee-lovers and the coffee-curious alike benefit from a less pretentious and fun approach to the standard gourmet cafe paradigm. Besides connoisseur-worthy drinks with names like Teddy Bear® and Caramel Marvel®, BIGGBY® baristas provide a unique experience focused on brightening their customers’ day and supporting them in building a life they love. The “Big ‘B’” on the orange background caught on, and today BIGGBY® COFFEE has more than 240 cafes across many states including Michigan, Ohio, Indiana, South Carolina, Wisconsin, Kentucky, and Florida. In 2018, BIGGBY® launched an Area Representative Program and currently has 8 Area Representatives in 6 states.