Hard-working couple Gary and Karen Cothliff invested in a GreenThumb virgin territory and after just eight months had beaten the targets they had set for their first year.

This amazing start to their business has earned them GreenThumb’s Newcomer of the Year Award.

Gary, 40, says: “I’d wanted to set up my own business for quite a while. With a franchise like this you work for yourself but GreenThumb work with you. It’s the perfect way to set a successful business.”

The couple were delighted to receive their award from GreenThumb’s founder and CEO Stephen Waring at the company’s annual National Franchise Meeting.

Afterwards Gary said: “It has been the most exciting 12 months in our lives. Our friends though we were crazy going into a new business in the current climate but we’d researched it thoroughly.

“From our first contact with GreenThumb, we had absolute confidence and support has been fantastic both from head office and from other franchisees.”

Karen added: “Any fears we had about trying to sell the service to people in the area were soon allayed. People in Kendal and the South Lakes are very proud of their lawns and we have been overwhelmed by the response we have received.”

Also recognised were Martin and Michelle Williams who have run the Leicester West franchise for 10 years and now have more than 6,000 customers.

In the rare case where a customer has a problem the couple see it as a challenge to turn the situation around. Their attention to making sure their customers are happy with their service has made them national award winners.

Martin and Michelle were chosen from more the 200 franchisees nationwide for the GreenThumb Customer Service Award because of the very low number of cancellations in their area, which includes parts of Leicester, Loughborough and surrounding villages.

When complaints occasionally arise – usually caused by effects of bad weather on a lawn - Martin, a former director of a contracting company, immediately visits the customer and makes sure the problem is tackled straight away.

He says: “I think in this day and age customers who have a problem with your service really appreciate the personal touch to put matters right.

“We like to turn a problem into an opportunity. The moment someone complains we go straight out to see them and we turn it around by trying to solve the problem.”

Michelle, who used to work in training in adult education, adds: “The secret is always to see things from the customer’s perspective. One of the most satisfying aspects of this job is the satisfaction a good result brings.”

“We used to get really down when we had complaints. Now we go out with a much more positive outlook.

“If we can win a customer over by responding quickly and positively to their complaint we will have a customer who is happy to tell other people about our service.”

David Collison, GreenThumb’s marketing manager, said: “On the rare occasion we receive a complaint at head office from a customer of the Leicester West franchise we never hear anything more about the complaint because Martin and Michelle quickly sort out the problem.”