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Membership History

Associate Member
Joined 2012

Membership History

Associate Member
Joined 2012

Company Overview

PACK & SEND are very different from a simple courier or shipping company.

Whilst we can genuinely send ‘anything, anywhere’, we specialise in the professional and secure packing and safe delivery of items that are fragile, large awkward or valuable to anywhere in the world – a growing market where it has been virtually impossible for customers to find user-friendly solutions.

PACK & SEND originated in Australia in 1993 where we are now a national brand and one of the country’s largest exporters. We have also been Australian Franchisor of the Year.

Franchise Overview

PACK & SEND – management franchise in the packaging and shipping sector

PACK & SEND is a unique proposition that can pack and deliver any item to any location. Our internationally renowned franchise, launched in Australia over 25 years ago, is available to entrepreneurs looking to get more out of working life. In the rapidly growing £70bn logistics industry, which generates around 5% of GDP, we’re extremely proud to call ourselves the leading packaging and shipping specialist franchise in the UK.

 

Anything, anywhere: delivering business success and personal freedom

 

Are you looking to introduce flexibility to your life? Are you looking for a business that gives you great satisfaction? Do you want a franchise with longevity that offers great returns? PACK & SEND can give you all that… and much more!

 

What our franchisees do: 

Our franchisees usually start as owner-operators of their franchise, building a team to manage the needs of their customers. You satisfy the needs of businesses and private clients by providing the very best solution when they’re sending items. Here’s just a few things your business will cover: 

  • Professional packing services – from simple bubble wrap to bespoke injected-foam packing
  • Wide range of delivery options – road, air and sea freight 
  • Comprehensive loss/damage cover – with no upper limit on financial cover
  • Flexible and bespoke solutions – ship almost anything to anywhere
  • Customs/import document assistance – an end-to-end solution. 

 

And here’s the best part: you don’t need to have any freight or logistics experience as we teach you all about that in our specialised training programme. You’ve just got to be a team player who is sales-focused with a no-limits attitude. There are no limits on our customer service, on your business potential or how much we’ll support you to reach your goals.

Could this be you? Enquire now

 

The full package: 

The initial part of your PACK & SEND journey will involve an eight-week training programme supporting you through your first year of business. The franchise package consists of 21 key components to make your business a success, including an exclusive trading territory, your store fit-out and equipment, marketing resources, financial management and freight warranty policies. 

When you’re ready to launch, an expert will join you and your team in your service centre for the first month. They won’t run the business for you but they’ll be on hand so you can get up to speed on maximising sales and customer satisfaction.

We’re also proud to offer two guarantees to our franchisees: 

  • Year 1 brand lead guarantee – we guarantee a defined number of leads with the opportunity to secure long-term repeat customers
  • Year 1 marketing support guarantee – whatever you spend on marketing, we will match it (up to a maximum of £6,000).

 

“The first few weeks of training in the PACK & SEND store in Reading gave us a feel for what it was like to interact with customers and what our days would be like in the business. I have to say, this was the most useful for both me and my business partner, Koudy, as when we opened our own service centre, we already had some experience of how to operate the franchise.” 

Daniel Savi, PACK & SEND Elephant & Castle

 

A smooth delivery for your business: 

We pride ourselves on being at the forefront of technology to ensure our franchisees and your customers have the best experience. As a PACK & SEND franchisee, you have access to:

  • The exclusive PACK & SEND point-of-sale system – GMx. It helps with calculating packaging and freight costs, comparing competitor prices and saving, storing and retrieving customer information. On average, it saves our franchisees two days a month compared to traditional systems requiring multiple points of data input. 
  • Our intranet site – Packnet – with resources including your operations manual, price lists, supplier information, benchmarking reports etc.  
  • Our quality supplier relationships with major logistics brands. 

 

Investment: 

Our initial franchise fee is £29,500 but you will need to budget for your service centre fit-out and working capital. The total budget required to open a PACK & SEND store is in the region of £100,000 – 120,000. On that basis, we advise new franchisees will need around £50,000 – £60,000 liquid capital. Up to 70% funding support is available through high-street banks subject to personal circumstances.

Our ongoing Franchise Management and Advertising Fees cover everything you need to get your business off the ground and keep it growing. 

  • Marketing material such as flyers, brochures, banners and posters
  • Sales kits and management resources
  • PR resource 
  • Digital and social media account management 
  • National advertising campaigns, sponsorships and promotions. 

 

Being a PACK & SEND franchisee means I spend a lot more time at home with the family. I’ve also been able to set up the business just two miles from my house, so it really is convenient for having that balance between family life and work. I’m still very happy that I made the decision to start the business. I still enjoy each day, so it was definitely the right decision for me.”

Gairn Kalla, PACK & SEND Guildford

 

Ready to package up a better future for you and your family? 

Training

The PACK & SEND comprehensive induction training program runs for a minimum of four weeks. It incorporates a mix of classroom training and practical in-store experience designed to prepare franchisees from any background to be ready to operate their business.

The content includes:

  •  Our industry and suppliers
  •  Our shipping services, packing techniques and loss/damage cover
  •  Business operation skills inc:- Sales and marketing
    – Planning selling and administering gold service cover
    – Customer relationships and contact management
    – Accounts, finance, KPIs and reporting
    – Processing sales and business administration
    – Staff recruitment and training

Training requirements are ongoing for both franchisees and their staff and is handled through corporate courses and online modules via our intranet.

Daily Life of a franchisee

Every day running a PACK & SEND store is unique! Whether it’s an artist sending valuable work to a buyer abroad, a data centre moving fragile server units, a trader selling classic car parts or simply somebody’s personal effects for shipment, our customers are all looking for a company they can trust to get their items packed securely and delivered safely.

During the day you and your staff may be instore or on the phone handling sales and quotes or out visiting customers to prepare estimates or introduce the business. Other tasks include, packing items, processing and tracking shipments, ordering materials, sales processing and accounts administration and reporting.

Richard Webb

Richard Webb is a veteran of a high-flying career in media trading that took him from an advertising agency buyer to managing director at Mirror Group Newspapers. He left in 2008 to set up a media consultancy and a manufacturing business. In November 2011 he started a Pack & Send franchise in Richmond.

Why did you decide to take on a franchise and what appealed to you about Pack & Send?
I wanted a transactional business that was going to give me a regular income and could be grown and scaled. I knew it would be very hands-on in the early stages, but eventually I wanted something that would let me step back a little. There were plenty of franchises out there but most of them seemed to be pretty poor quality or to be operating in a saturated market.

Pack & Send is a physical business that is not going to be killed by the internet. I like the concept and the fact that it’s new to the UK – that makes it a risk but also a great opportunity. Like many franchises, one gets a territory of an agreed size but, as Pack & Send is fairly new and the concentration of stores is not yet that high, to all intents and purposes I can operate in a much bigger area.

It’s a high gross margin business based on service, innovation and delivery and there just aren’t many companies nationwide that have our skills and ability – we offer a retail service that fills a gap in the market between the high volume corporate contracts offered by the freight companies, and the discounted but basic delivery services available to consumers. So far it’s been entirely what I expected it to be.

In what way did your earlier experience in other areas/careers help?
My career has always involved dealing with people, negotiating and trading, so I use that experience to deal with private and business customers alike. I understand the corporate mentality and that helps with some of the bigger companies that use our services.

I’m a great believer in doing things properly even if it’s slightly more expensive and involves a little more work. If you do a good job for people they will remember, and our customers are already giving us lots of word-of-mouth recommendations.

Have there been any unexpected challenges or especially challenging cases?
One of the more interesting challenges was a Tang Dynasty Chinese horse sculpture with broken ears. It had to make a round trip to a craftsman to be fixed – and come back in one piece. We used a custom-made foam bed for the horse which became a re-usable transport case for it.

We create solutions on a daily basis with a bit of lateral thinking and some imagination. It helps to have some construction skills and be good with tools, and that’s all part of the fun. We get a lot of help from head office and the rest of the network but ultimately we have to decide on the solution ourselves.

What does a typical day look like? What do you love about your work now?
We have to solve different problems every day and finding solutions provides a sense of satisfaction. We work out both how to pack and ship all kinds of things to ensure safe and timely delivery, but also to keep the costs competitive.

We could be dealing with orders that range from £50 for a private individual to £4,000 for a corporate customer and working out how to transport anything from circus equipment to delicate computer parts. It’s not rocket science but we have the means to take away a lot of our customers’ headaches, such as packing challenges and customs paperwork. I believe all of our customers have been delighted with the service and many have come back – we help solve people’s problems and that’s a great thing to do.

What would you advise someone who took on a Pack & Send franchise?
If you want to do something a bit different and more interesting Pack & Send is a fantastic opportunity. If you’re not comfortable with the physical side of it and humping boxes around, running vans and dealing with large volumes of material, then it’s probably not for you. You will need to be reasonably practical and good at dealing with people.

What are your plans for the future?
My ambition is to make a huge success of this franchise after which I hope to expand into more branches.

Phil and Katie Diacon

Why did you go down the franchise route? And why did you choose Pack & Send franchise?
It was a quick and easy solution to starting a business and would give us a good introduction. We chose Pack & Send because it was new and there were good opportunities to get involved with building brand awareness. We also saw that it had good growth potential in the UK.

The decision to go with a Pack & Send franchise was based predominantly on the growth potential - we did not want to invest in a franchised business that was mature and where you had to fit into the gaps that existed rather than being able to take control.

We then began our due diligence which took several months. Pack & Send insisted that we speak with existing franchisees, and allowed us to choose the ones we wanted to speak to. They were quite obviously transparent, and clearly confident about what they were providing.

What did you do before taking up your Pack & Send franchise?
We were both in the military as a pilot and engineer

How did you raise the finance?
Mostly from private funds but some came from the bank.

What training and support did you receive initially and ongoing?
Pack & Send have a training programme which teaches you about the freight industry, how to pack the items, and how to run the store. They are always on hand to help sort out queries and have been extremely supportive throughout the whole process, even helping out in the store throughout the year.

What Pack & Send provide is very positive support - you get a proven model that you can apply yourself to make work. And, importantly, the Pack & Send team is a strong one and if you’re willing to show the same level of commitment and work then they will stand right behind you and give you that support. One of the key elements for us was that we wanted to feel that we could do business with these people - and we can, because they share our own values.

What is a typical day for you as a Pack & Send franchisee?
Our employee opens up at 8:30am and we do all the tracking of parcels in the system. We receive calls and enquiries throughout the day which we deal with whilst continuing to pack other items to ensure they leave on time. There are also collections to make and appointments with companies throughout Bristol to discuss their requirements. We finish around 17:30 – generally fairly tired!

What challenges have you faced?
We have to look quite far ahead to plan for the busy periods. Employing people has had the most challenges though – dealing with several HR issues as well as the other aspects of business has been quite a juggling act.

Has becoming a Pack & Send franchisee changed your life, if so how?
We have more flexibility in our life and aren’t under constant threat of visiting a sandy place which puts out mind at ease. It is still in the early stages at the moment so we are busy growing.

What advice would you give to someone thinking of buying their first franchise?
Do your research into the franchise, the market and the franchisor, and use the opportunities to meet them as a job interview for them as much as you. You have to be able to work with them to make it successful. Also, be careful about your financial planning figures and always have a conservative estimate that still works before you commit.

What are your plans for the future?
To grow to a steady state and have another employee which will allow us even more flexibility and the ability to work on growing it further. Maybe even another store too.

Would you do it again?
Yes!

Nick Jennings

Why did you go down the franchise route? And how did you choose your franchise?
I looked at a number of businesses for sale and decided to try a franchise. I looked at approximately 7 franchises in marketing, finance and other areas before choosing Pack & Send based on its unique offering within the UK and the transparency and credibility of the UK management team.

The other thing that impressed me was that they never tried to sell the concept to me – whilst they were very happy to provide me with business and market information and let me talk openly with whichever other franchisees I wanted too. They are very confident in the business and it was very much up to me to sell it to myself.

What did you do before taking up a franchise?
I started and ran an electronics company for 18 years before it was successfully sold to one of its American customers.

How did you raise the finance?
From my own funds but involved my bank from the start for an overdraft facility.

What training and support did you receive initially and on an ongoing basis?
My staff and I attended a 3-week training course provided by the master franchisee in Reading and they provided a month’s worth of in-store support for the first month we were trading. Pack & Send UK have provided regular ongoing support via telephone, email and store visits and this has extended to working in the store to help train new staff and resolve any issues we may have had.

What is a typical day for you as a franchisee?
The days tend to be very variable depending on what jobs come in. It usually involves quoting for jobs received via the internet, phone and walk-ins, picking up items locally, packing them and then organising their dispatch worldwide, which very much depends on what has come in. This can be very variable because we specialise in items that cannot be just thrown in a box and then in the back of a courier’s van!

Then there is the marketing and relationship-building with local businesses, dealers and suppliers along with the follow-up calls to customers to whom we have supplied estimates.

What challenges have you faced?
The brand is still new which has advantages in that those who get involved early on will do very well but it also means that marketing the service is very important. The concept is aimed at people who care about the items they are sending so it is important people understand the benefits of the service we offer in terms of specialist packing and shipping services, i.e. it’s not worth sending if it gets broken or lost!

Has becoming a franchisee changed your life, if so how?
Yes I am now back to work after being semi-retired. It is entirely different to my previous occupation which required a great deal of R&D expenditure before a product was ready to sell; payment for our services is usually upfront.

It is also great in that whilst I’m very much in control of my own business I have what has been first-class support from the team in Reading. It has also been great how they have managed to develop such an immense team spirit amongst the franchisees.

What advice would you give to someone thinking of buying their first franchise?
Do plenty of research about the market, the area in which you intend to operate and the concept of the product or service. Also check out any competition. One thing that a lot of people seem to ignore is the quality of the management team at the franchisor – you should make sure they have a high-calibre team. Don’t necessary settle for the first franchise you see.

What are your plans for the future?
To expand the business.

Would you do it again? 
Our concept is to create a chain of shops – so yes!

Helen & Colin McDonald

When Helen and Colin McDonald took on the Pack & Send store in Southampton in the spring of 2012 they became the second husband and wife team in the UK, with many other overseas Pack & Send franchises also being run by married couples.

What did you do before you ran your franchise?
Helen was a police officer for almost 29 years undertaking roles from an area beat officer to scenes of crime investigator amongst other things. Colin was an area manager with several breweries up to 2007 – managing between 40 and 60 pubs in England and the Welsh borders. He also managed two supermarkets for the Co-op for eighteen months before joining Pack & Send.

What made you decide to work together?
The couple had discussed what would happen when Helen retired from the police as she would still be relatively young and had considered a bed and breakfast at one stage. However, just as Helen was due to retire in March 2012, the opportunity arose to purchase the Pack & Send in Southampton from the previous franchisee who was selling due to ill health. Colin knew the business, the existing customer base and the financial performance, so the decision-making process was relatively straightforward. Being a couple who own the business ensures that you both have the same goal to succeed.

What appealed to you about the brand?
The Pack & Send business has been trading for 20 years since its launch in Australia and, as Colin was already involved in the franchise, the couple could see the potential growth in the business and the existing customer base in Southampton.

Whilst it is still new to the UK, the Pack & Send proposition is unique in the market which makes raising awareness of the business in the local area the biggest challenge for franchisees.

The variety of jobs from high value antiques, sentimental family heirlooms, to sending 3-metre long ceiling panels for super yachts, means every enquiry brings a different challenge and tremendous satisfaction when you provide the customer with a tailor-made solution.

How do you work together?
Deciding how Helen would slot into the business was a challenge as Colin already had a role and Helen had to be inducted whilst keeping the business running. As a couple we have allocated tasks that use our personal strengths. Helen’s interpersonal skills, developed over many years of helping and serving the general public, are focused on the customer-facing parts of the operation in store, on the phone, through email and customer feedback . Colin spent many years appointing and advising self-employed publicans on how to grow and manage their businesses so these areas of the operation fall under his remit. Both of them get involved in packing though Helen wisely ‘delegates’ the heavier boxes and parcels to the other staff members boxes around the store!

Good communication between each other and no assumptions are keys to success. The biggest challenge when working together is to achieve a sensible work/life balance. As with most small businesses, the current economic climate makes sales and profit growth very time-consuming but, whilst there are days that are just too long, working together means they both know what needs to be done.

What advice would you give to other couples considering franchising?
Any couple considering running their own business must be honest with each other and be prepared to see a different person to the one they see in a home environment.

The plus points are that you are your own bosses in control of your own destiny and will reap the rewards of your business success. You will find your partner has qualities that you never realised they had.

Hari Bodi

Hari Bodi, 32, franchisee for Oxford, has had experience of several industries in retailing and catering, with success along the way, but the issue that he had was that he was finding that work was all he had time for! He joined the Pack & Send team in 2012 and has found that his work/life balance has changed dramatically compared to the late night hours of fast-food retailing.

Brief career biography?
Over 12 years experience within the fast food and retail market, gained in selling, marketing and general management. I have turned fast food stores which were running in losses to profit powerhouses.

What did you do before franchising and what led you to look into it?
I was a JV partner in two Dominos Pizza outlets. I was looking for a change from food business to something like a ‘normal’ office hours business which led me to take up the franchise opportunity with Pack & Send.

Why this sector and why Pack & Send? How did you find out about them?
I was always interested in retail business, in my 12 years of experience in retail I have sold rice, bikes, motorbikes, cooking oil, Dominos Pizza and now Pack & Send. Pack & Send is unique in its own way and that is what excited me to know more about this business model.

In Pack & Send we specialise in packing fragile, large, awkward, valuable, art & antiques and shipping with in UK or anywhere in the world. I found Pack & Send online (Google) when researching new opportunities.

How did you find the process of raising funds?
I needed to get some bank lending but the business manager at our bank (NatWest) was very efficient at arranging the funds, it was quite easy and a straightforward process.

How long did the whole process, from funds/applying to training to getting up and running, take?
4-6 months.

What support and training did you receive and continue to receive from the franchisor?
The training programme provided wider knowledge about Pack & Send which included the packing, shipping, marketing and sales etc. After finishing my training, I started trading in my store and in the first month I sometimes had doubts when it came to packing methods and it was easy to get in touch with the corporate team to clarify the best approach. They were also helpful in doing a marketing plan for my store and were in the store with me for the first week or so.

How has it been going so far?
It has been 3 months since I took on the Pack & Send store in Oxford and the progress has been steady. Every day is exciting as you don’t know what you can expect from customers and what we will have to pack and ship next. It is also stimulating as there are often several ways to help with a customer’s complex needs and I enjoy putting suitable proposals together for them.

What's your typical day like? (If there's such a thing!)
This is difficult to answer as it is always different. One of the things that attracted me to the business was the variety of the jobs we handle and the challenge of providing appropriate solutions.

What do you foresee for the short- and long-term future of your business?
The short-term business plan is to train my new staff and grow the sales in my Oxford store so that it meets the budgeted monthly sales on a regular basis. This will then allow me to expand by opening multiple stores.

How has it had an impact on your life?
Pack & Send has fulfilled my need for change when it comes to work life, as I was looking for an office hours business. This has improved the quality of my life and the time I can spend with the family and friends.

Resales

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