Since the early spring, businesses around the world
have been pivoting and adapting their services to suit the new needs of their
customers – Snap-on Tools included. National Franchise Manager, Lisa Law, reflects
on this period of change and how the proactive mindset of the brand’s 400+
franchisees around the UK has continued to drive the franchise forward.
For a business to thrive, it’s crucial that those at the helm take time to reflect. I’ve worked at Snap-on for close to 16 years – eight of those in my current role. I’ve seen our brand flourish, despite previous economic challenges, maintaining our position as the world’s number one professional tool brand and a stellar franchise opportunity. We’ve preserved our market share by following a concise and strategic approach – constantly looking for ways to innovate, deliver and put the customer first. These commitments have never been more crucial than during the lockdown period.
Our central support team has delivered above and beyond for our franchisees and, in turn, our franchisees have replicated this with their customers. Hand on heart, we’ve done everything within our power to keep our brand thriving throughout the COVID-19 pandemic.
When lockdown measures were announced, any customer-facing business in the UK faced an instant threat to operations. Initially, with the immediate closure of non-essential services, such as car showrooms and most automotive garages, and the nationwide six-month MOT reprieve, we were faced with the shocking prospect of all franchisees coming off the road for the foreseeable future. But with many of our franchisees servicing front-line workers, including the emergency and military services, it became evident that business could continue, albeit with multiple alterations.
Implementing said alterations would also establish a new way of doing business that would mean our franchisees could continue doing business with their essential customers. Within days of the Government enforced lockdown, we’d communicated these modifications with our network, encouraging them to reach out to us with questions about how to put these into action. Not only were the suggestions well received, many of them adopting them wholeheartedly, some even came back to us with more ideas.
Some spent the additional time working to fulfil orders of the more niche or less available product ranges, whilst others made daily phone calls or reached out via social media, utilising communication tools that are so familiar to our customers. Many consolidated their essential customer visits into one or two days, minimising contact whilst adhering to strict safety measures. Every day, I’ve been overwhelmed by the dedication of our network. They were doing more than thinking outside of the box – they were helping innovate our brand for the future.
From a franchise recruitment perspective, I had initially assumed that enquiries would be negatively affected across the board – not just in terms of Snap-on franchise opportunities, but any franchise opportunity. However, it became evident that being in lockdown, where working from home has become the new norm and mass redundancies are so prevalent, galvanised people into thinking that now is a better time than ever to secure their own financial future.
Perhaps hard-working employees have found that they are able to work well under their own steam or have revelled in the freedom of not having to tackle to daily commute or navigate office politics. Whatever the motivation, the influx of enquiries we’ve received would suggest that lockdown has ignited a sense of entrepreneurism in many – another positive side-effect of the ongoing lockdown.
The COVID-19 pandemic has had a significant impact on the economic landscape on a nationwide scale, with an aftermath that is bound to be felt for years to come. But by consistently taking proactive measures and reflecting on the short-term – and longer term – wins, we can pinpoint our successes and tackle any challenges, head on. I have no doubt that Snap-on will continue to thrive, for the next 100 years.
Bio: Lisa Law is National Franchise Manager for Snap-on Tools, personally recruiting hundreds of Snap-on franchisees into the network. Established in the US in 1920 and in the UK in 1965, Snap-on Tools has a network of over 400 franchisees operating in the UK and Ireland and over 4,300 globally. For more information, visit www.snaponfranchise.co.uk.
